Heather Richards
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The document provides an overview of a presentation on the importance of innovation and knowledge automation. It discusses how customer interactions are changing with emerging technologies like AI, bots and predictive analytics. Knowledge automation can help drive growth, increase customer spend and satisfaction, and reduce effort. The goal is to develop solutions that understand customer needs, anticipate issues, and continuously improve based on behavioral data and a community-generated knowledge base.
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
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- 2. › Why are we here? “The best way to have a good idea is to have a lot of ideas.” Dr. Linus Pauling Two-Time Nobel Prize Laureate
- 3. › Why is innovation important? Things change: Customers Businesses Products and Services Technology Data availability Knowledge creation and consumption
- 4. › The changing face of service interactions By 2022 AI will disrupt over a million phone based agents, but 36% of all service interactions will still involve a human. - Gartner 2017 72% of service interactions will involve emerging tech – intelligent search, bots, mobile messaging, predictive analytics. - Gartner 2017 The best service is no service. - ThinkJar 2017
- 5. › The value of knowledge automation …uses technology to improve margins and drive revenue growth …explores how automation and AI can be applied to business process outsourcing …drives group customer strategy …selects technology solutions, helping match requirements to developing capabilities and operating models
- 6. › The business case for knowledge automation Growth of customer base New channel adoption Increased customer spend Reduction in effort On-boarding times Net Protomer Score Customer Satisfaction First contact resolution Call duration Contact escalations
- 7. “Discovery consists of seeing what everybody has seen and thinking what nobody has thought.” - Albert von Szent-Gyorgy
- 8. › Future: Understand, Anticipate, Improve Platform/Channel agnostic Effortless UX Contextual knowledge Behavioural and data driven recommendations Personalisation Knowledge as an asset Community generated knowledge ›
- 9. Connecting people to knowledge matters Our mission is to connect people to knowledge. We provide intuitive, cognitive knowledge solutions – minimizing the effort required for people to find, consume, and share what they know.
- 10. Enjoy the day!