Using AI to Engage Customers on a Global Scale
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This document discusses using AI to improve global customer engagement and service. It argues that AI can power customer service solutions to address common questions, allowing companies to focus resources on more complex issues. The document provides examples of companies like HP, Amazon, and Staples that have implemented AI virtual agents to handle customer service requests without needing to speak to a person. It concludes by outlining a five step process for creating an AI customer service proof of concept, starting with choosing a contained test case and defining success criteria.
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Using AI to Engage Customers on a Global Scale
- 1. GlobalLink Next Using AI to engage customers on a global scale Confidential, Hero Digital LLC OCTOBER 22, 2019 Using AI to engage customers on a global scale Carl Agers, EVP Strategy, Hero Digital October 22, 2019
- 2. Confidential, Hero Digital LLC!2 The Customer Experience Lens AI DRIVEN CX Putting existing customers at the center of experience strategy Image credit: Nick Jio
- 3. Confidential, Hero Digital LLC!3 Engage Use Purcahse Consider Discover The Typical Marketers’ CX View
- 4. Confidential, Hero Digital LLC!4 Engage Use Purchase Consider Discover What Customers Care About
- 5. Confidential, Hero Digital LLC!5 Anger JoyAnger Joy
- 6. !6 Confidential, Hero Digital LLC What’s good for people is good for business.
- 7. 69% of US consumers shop more with companies that offer high-quality customer service. Confidential, Hero Digital LLC!7
- 8. Confidential, Hero Digital LLC!8 Empowering customers goes beyond simple retention.
- 9. Confidential, Hero Digital LLC !9 2.9times greater NPS 25%more growth Digital Customer Service Channels deliver Digital Messaging Customer Service generate
- 10. 66% of US adults say that valuing their time is the most important thing to provide a good customer experience. Confidential, Hero Digital LLC!10
- 11. !11 Confidential, Hero Digital LLC AI Can Power Global Context
- 12. Confidential, Hero Digital LLC!12 Omotenashi Batho Pele (People first) Transaction
- 13. Confidential, Hero Digital LLC What constitutes a long time will vary from country to country. !13
- 14. Confidential, Hero Digital LLC !14 GLOBAL SUPPORT 73% French Consumers 30% Japanese Consumers Customers who expect an immediate response
- 15. !15 Confidential, Hero Digital LLC Fueling Customer Engagement With AI
- 16. Confidential, Hero Digital LLC!16 Our clients report as much as 50% of the questions CSRs receive are commonly asked.
- 17. Confidential, Hero Digital LLC Serving multiple countries and languages no longer requires a massive team 16 countries x 20 languages = as much as 60 people
- 18. Confidential, Hero Digital LLC AI can reduce hours by 82% * A major travel company
- 19. Confidential, Hero Digital LLC!19 Make operations smarter and more strategic. Forrester estimates that unnecessary service costs for online retailers due to channel escalation average $22 million. Transform the contact centre for customer service excellence, Forrester, 2019
- 20. Confidential, Hero Digital LLC!20 AI-fueled customer service solutions combat mediocre customer experiences. –– Addressing the common needs jumpstarts the transformation –– Apply resources to solving the complex and rare issues –– Intelligently support customers over a breadth of digital engagement channels –– Carry context between channels and support blended automated and human-assisted interactions Image credit: Photo by Luke Porter IMPLEMENTATION Win funding for your customer service project, Forrester, 2019
- 21. !21 Confidential, Hero Digital LLC A Few Examples
- 22. !22 –– Addresses issues in real time –– Embeds products into virtual agent window –– Combines product selector within bot experience EXAMPLES HP Confidential, Hero Digital LLC
- 23. !23 95%+ of issues are handled through their self help tools without ever talking to someone. EXAMPLES Amazon Confidential, Hero Digital LLC 1040 x 650 Artificial Intelligence + Machine Learning + Natural Language Processing Conversational and friendly experience
- 24. !24 Uses AI to create a virtual agent for tracking orders, product availability, and common questions and tips EXAMPLES Staples Confidential, Hero Digital LLC
- 25. !25 Confidential, Hero Digital LLC Where Do We Start?
- 26. Creating a Proof of Concept Confidential, Hero Digital LLC !26 1 2 3 4 5 Choose a containable Test Define a set of alignment success criteria Capture a actionable taxonomy Conduct a learning exercise Execute mock tests then live
- 27. Create Experiences of Truth & Beauty.