These are the slides from a webinar by Martin Hill-Wilson, you can watch on our Youtube channel: https://youtu.be/AC1M6kv-ra4

1. How To Get Off To A
Fast Start With Your
Intelligent Assistant
Programme
from the ‘Achieving Rapid ROI’ series
#2
A webinar by Martin Hill-Wilson
Sponsored by:

2. How To Get Off To A
Fast Start With Your
Intelligent Assistant
Programme
from the ‘Achieving Rapid ROI’ series
Pace Of Change

3. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e

4. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
The Way Customers Engage With Organisations Is Due
For Rapid Evolution
How customers discover, buy and are then
supported throughout their lifecycle will
become a shared activity between people
and their virtual equivalents
Crafting Seamless Two Way Escalations Will Become The
Hallmark Of Organisations That Are Judged To Get It Right

5. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
Offering Frictionless Access To Information & Education
Around How Products And Services Work Will Become
Table Stakes
It will become common to self serve many basic
jobs such as making an order, buying more,
returning goods, making a claim etc
Core Activities Which Make Up The Routine Of Your Customer
Engagement Will Become An Instant 24/7 Service

6. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
What’s
Going
To Work?

7. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
Avoid contaminating corporate enthusiasm with early failure

8. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
Your first goal is to gain agreement that
intelligent assistance is an effective way of
transforming customer engagement
B e t t e r F a s t e r E a s i e r

9. How To Get Off To A
Fast Start With Your
Intelligent Assistant
Programme
from the ‘Achieving Rapid ROI’ series
Development
Framework

10. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
ExampleChallengePhase
Re al Time Traffic Re porting
Expand capabilities
and features
Include accidents,
construction and
closures on route
WALK
Evolve over time
Proactively alert users
to delays and provide
alternative routes
RUN
Define core
functionality
CRAWL
Give an estimated
time of arrival
from home to work
David Isbitski,
‘Chief Evangelist, Alexa and Echo
U X
F e e d b a c k
U s a g e
R e p o r t i n g

11. How To Get Off To A
Fast Start With Your
Intelligent Assistant
Programme
from the ‘Achieving Rapid ROI’ series
Greatest ROI

12. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
P i c k To p i c s W i t h T h e G r e a t e s t D e f l e c t i o n P o t e n t i a l
Ask Advisors
1.Brief on criteria for live assistance - when things become emotional, complex or matter to the
quality of relationship
2.Manually log inbounds examples not requiring live assistance - record type and frequency
3.Workshop with a smaller advisor team to validate and deepen. Probe for unconscious ‘added value’

13. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
P i c k To p i c s W i t h T h e G r e a t e s t D e f l e c t i o n P o t e n t i a l
Ask Customers
1.Tap into available VoC e.g. post interaction text or voice surveys built into your interaction
workflow. If none, design outbound research - messaging, voice, email
‘When would you prefer self service instead of using a customer service advisor?’
Which service option (self service or live assistance) would you prefer in the following situations? (based on the top suggestions from the advisor research)

14. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
Boosting FAQ uptake through improved
search and service knowledge quality,
housed in an engaging conversational
interface, is something most
organisations can get up and running
within a few months

15. How To Get Off To A
Fast Start With Your
Intelligent Assistant
Programme
from the ‘Achieving Rapid ROI’ series
Improving
Discoverability
& Uptake

16. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
1. Retag your top FAQs based on how
customers are actually asking their
questions

17. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e

18. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
2. List your top 3-4 FAQs underneath the
search box

19. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
3. Highlight latest responses to breaking
news
• Develop a rapid response workflow to
reduce unplanned/planned inbound

20. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
4. Use auto suggest

21. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e

22. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
5. FAQ format - video versus text

23. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e

24. How To Get Off To A
Fast Start With Your
Intelligent Assistant
Programme
from the ‘Achieving Rapid ROI’ series
Preparing
For Launch

25. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
it ’s about recognising
71% of consumers still use voice
over mobile or landline as the
main channel of engaging with a
business
IMImobile 2017 Consumer Research Report 1,000 UK
consumers

26. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
it ’s about recognising
“It isn’t surprising that a
customer’s reflex reaction upon
encountering a product or service
problem is to reach for their
phone, as it is what they have
been trained to do for two
decades”
IMImobile 2017 Consumer Research Report 1,000 UK
consumers

27. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
it ’s about recognising
Even though 57% of UK
consumers said they were
aware of what an intelligent
assistant is, 40% said they
would not think to engage with
one or did not know how to use
one
Morar Consulting 2017 Chatbot Survey 2,000 UK
consumers

28. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
1. Give your phone, chat, social advisors or retail staff extra time to educate whenever your
intelligent assistant could have provided the answer
2. Produce videos that show how to use the service
• Push these via advisors
• Headline them in your service portal
• Include them in whatever update channels you have developed with customers

29. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
Design
Minimal Viable Product
Adoption
Education & Promote

30. H o w T o G e t O f f T o A F a s t S t a r t W i t h Y o u r I n t e l l i g e n t A s s i s t a n t P r o g r a m m e
I n t e l l i g e n t A s s i s t a n c e R O I S e r i e s
Where to start?
How to implement fast
How to optimise before the next ‘must have’ wave turns up