Contact Solutions: Adaptive Solutions

487 views

Published on

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
487
On SlideShare
0
From Embeds
0
Number of Embeds
15
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • SLIDE INTENT: Set up the problem – Callers are not the same, BUT even the most optimized IVR today treats them that wayKey messages: Today, even the best IVRs treat all callers the same – what is best for the most is best for them allMany optimize to the masses, not to the individualEven those with personalization provide a static experience to the callerWhen every interaction is not personalized to the individual caller at any moment in time, it cannot address what each caller needs to achieve his/her goalThis leads to lost opportunities – ROI and CX
  • SLIDE INTENT: Show that status quo does not solve the problem: Bridge to set up Adaptive solutionsCALL OUTS – Don’t miss the opportunityDifferentiator (for the customer)Key messages:Real Personalization happens at the convergence of three distinct datasets:Preference(i.e., through authentication/ANI,we know you want English)Enterprise(i.e., you bought this then; you have 3 accounts, etc.)Behavior(i.e., adapting speed of options/call to user behavior – expert user, novice user, distracted, otherwise impaired)Adaptive Solutions captures and drives dynamic, real-time BEHAVIORAL personalization  the key to Real Personalization
  • SLIDE INTENT: USE Contrast to show what could beHere’s where you are – here’s where you could be.The status quo is not good enough.Key messages: The problem is that even the best self-service delivers a static experienceOpportunities to “personalize” limited to static events (ANI, authentication define universal changes to call flow for that number/account) Missing opportunities for cost containment and CX improvementBut there is a way to address all callers individually.The key is in HOW the caller behaves at each interaction pointIf we can identify how callers behave at each point of the IVR, we can personalize to the INDIVIDUALWe can deliver a dynamic experience for all callers – improving their CX and reducing related customer service costs
  • SLIDE INTENT: Adaptive Solutions is the answer to the problem. REALIZE MISSED OPPORTUNITYExample of tying what it does to why is mattersKey messages: Adaptive Solutions captures actionable behavioral analytics and applies this intelligence to your self-service channelThe results:A unique, personalized, and better experience for each callerIncreased ROI Preference for self serviceLower customer service costsMOREAdaptive Solutions captures actionable intelligence on your callersIt enables segmentation of interaction points by demonstrated caller behaviorIdentifies the friction points….the struggle pointsAllows for more precise improvement opportunitiesAnd…it powers impact – the intelligence powers how the IVR reacts/interacts with callers demonstrating ANY skill at ANY timeIt dynamically adapts the call experience to the demonstrated behavior of the caller….based on dataBy increasing preference for self service, it reduces time in the IVR (for Experts – they get in get out faster) and replaces agent time with IVR time (for Novices)
  • Intent:Show real example of how it has workedThis is Starbucks – cannot call out as such, but REAL STORYAlso have for NYT…As we get more using, we will have more stories.
  • Next 4 slides....How to tie”What it does to why it matters”ALWAYS keep value at the top of mindHow it works does not matter as much as WHAT IT DELIVERS
  • Another example of ContrastFOR SLOW CALLERS – Top is status quo. ….bottom is w/Adaptive
  • Same concept, but for fast, expert callersSet up NOW – the problemNext slide……..shows solution.
  • Call out:$Box O’ BenefitValue statements – “friction removed”
  • SLIDE INTENT: Review Patented Adaptive Solutions Feature setWhat it is, what it does, why it matters….all on one slide.Key messages: Adaptive Solutions is a patented behavioral personalization solution which delivers a dynamic, personalized experience to each caller in real time.Made up of:Adaptive Optimization – Analytics – collect and measure caller behavior during interactions with the IVRAdaptive Audio – leverages the intelligence from the analytics to deliver a dynamic experience based on demonstrated behaviorExperts get faster service; novices slowerAdaptive Audio Advanced – further leverages analytics to personalize call flow – including more than just speed – to individual callers
  • SLIDE INTENT: Discuss Adaptive Solutions delivered value.Key Message: With its patented, business intelligence technology, Adaptive Solutions helps you deliver a more personalized experience in your self-service channel, reduce operational costs, and get more out of your IVR investment.
  • And here is how we apply the behavioral analytics from Adaptive Optimization…DIRECTIONS:First click on the speaker on the top right corner of the slide.Then to play a persona’s interaction, click on the picture:“Hurry Up!” is Expert.“What?” is Novice.“Say again?” is distracted.The expert caller has a need for speed. He/she knows the system and with Adaptive Audio can get through it more quicklyThe novice caller may be someone unfamiliar with the system who needs more time…or just someone whose fine motor skills have diminished. Adaptive Audio slows down the interaction to give more time, reducing frustration. Listen how the IVR is slower based on the caller’s interaction.The distracted user could be someone with a poor mobile signal. Listen how the caller demonstrates expert behavior first, but then reacts to a poor signal. Adaptive audio adjusts to the caller accordingly.
  • DIRECTIONS:First click on the speaker on the top right corner of the slide.Then to play a persona’s interaction, click on the picture:“Hurry Up!” is Expert.“What?” is Novice.“Say again?” is distracted.The expert caller has a need for speed. He/she knows the system and with Adaptive Audio can get through it more quicklyThe novice caller may be someone unfamiliar with the system who needs more time…or just someone whose fine motor skills have diminished. Adaptive Audio slows down the interaction to give more time, reducing frustration. Listen how the IVR is slower based on the caller’s interaction.The distracted user could be someone with a poor mobile signal. Listen how the caller demonstrates expert behavior first, but then reacts to a poor signal. Adaptive audio adjusts to the caller accordingly.
  • Contact Solutions: Adaptive Solutions

    1. 1. Adaptive Solutions1 © 2013 Contact Solutions.
    2. 2. The Problem Each caller treated like all callers Today: “Personalization” Static experience for all callers • Even the best deliver a static experience – Often designed for the median – Even personalization is static • Skilled users: friction All callers considered “Normal” • Novice/distracted users: struggle© 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
    3. 3. Real Personalization Because current solutions don’t address the problem Adding customer behavior data provides: • Ability to achieve missed CX and $ • Intel your competition does not have • Addl. opportunities for optimization© 2013 Contact Solutions. All rights reserved. Confidential and proprietary. 3
    4. 4. The Problem Missed opportunities for lower costs, better CX Until Now: Today: Static experience for all callers Dynamic experience for each caller Normal, 100%© 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
    5. 5. Adaptive Solutions Use behavioral analytics to realize missed opportunity Capture Actionable Intelligence Better CX, lower costs when applying • Skill distribution by interaction behavioral analytics • Friction points/Struggle points • Better customer service insight Take Action for Impact • Better CX – Remove friction – Reduce caller frustration – Deliver better experience • Lower costs – Drive preference for self-service – Lower costs (agent or IVR)© 2013 Contact Solutions. All rights reserved. Confidential and proprietary. 5
    6. 6. Example: The Problem IVR pace not suited to caller needs Adaptive Optimization analysis on 246,504 customer service calls for a well-known beverage retailer revealed: Dialog pace is too Dialog pace is too slow for these callers: fast for these callers UNNECESSARY UNNECESSARY 41.9% FRICTION STRUGGLE 48.0% Fast or Expert Slow or Novice 103,268 118,408 10.1% Dialogue pace works FACT: 90% of all callers Normal 24,828 well for these callers. experience frustration through friction or struggle Uncover call friction and struggle points to better address customer needs through self-service.© 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
    7. 7. The Problem: Caller struggle frustrates callers, costs more Call goal Traditional Call (Caller is Struggling) Static – No change to call experience means caller zeros out or hangs up. Poor experience Time + Interaction Points (IP)© 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
    8. 8. The Problem: Caller struggle frustrates callers, costs more Call goal Traditional Call (Caller is Struggling) Static – No change to call experience means caller zeros out or hangs up. Poor experience Call with Adaptive Solutions (Caller struggle dynamically removed) All callers considered “Normal” Still struggling caller Still struggling caller Still struggling caller Speaking Rate Slowed gets extra time to offered quick agent gets extra instruction respond transfer Struggle removed or… Struggle removed or… Struggle removed or… Struggle removed Time + Interaction Points (IP) Dynamic – Adapt the call experience to caller behavior to remove struggle. Great experience Dynamically address caller struggle for higher containment and better experience© 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
    9. 9. The Problem: Call friction frustrates callers, costs more Call goal Traditional Call (Come on! Go faster!) Static – No change to call experience; caller zeros out, hangs up, or takes longer. Poor experience Time + Interaction Points (IP)© 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
    10. 10. The Problem: Call friction frustrates callers, costs more Call goal Traditional Call (Come on! Go faster!) Static – No change to call experience; caller zeros out, hangs up, or takes longer. Poor experience Call goal Call with Adaptive Solutions (Call friction dynamically removed) All callers considered “Normal” As skill demonstrated, $ Content abridged to Speaking Rate sped up call gets faster further speed call Friction removed… Friction removed… Friction eliminated fully Time + Interaction Points (IP) Dynamic – Call experience adapted to caller behavior to remove friction. Great experience Dynamically address caller friction to reduce call times and improve experience© 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
    11. 11. Adaptive Solutions Patented Feature Set Product Feature Function Continuously collects and measures caller interaction Adaptive Behavioral Analytics data and provides actionable information to enable Optimization optimization NOT AVAILABLE ELSEWHERE. Adaptive Playback Control Speeds up or slows down prompt playback based on Adaptive Audio (APC) demonstrated caller behavior REDUCES FRUSTRATION Alternate Message Content Replaces messages with terse or elaborate, nuanced (AMC) or volume adjusted prompts REDUCES FRUSTRATION Extends the input response time allowed Adaptive Timeout Control (ATC) REDUCES FRUSTRATION Proactive Transfer Alert Offers opt-out to agent prompt for struggling callers Adaptive Audio (PTA) REDUCES FRUSTRATION Advanced Speeds up or slows down playback speed of specific Dynamic Application for all callers based on historical data Smoothing (DAS) ELIMINATES TROUBLE SPOTS Presents either speech or touchtone options only for Best Modality Signaling a particular interaction, based on Adaptive (BMS) Optimization analytics FURTHER OPTIMIZES© 2013 Contact Solutions. All rights reserved. Confidential and proprietary. 11
    12. 12. Adaptive Solutions Additional value through analytics Adaptive Solutions delivers: Analytics and reporting Added business intelligence Behavioral interaction data Caller skill population Increased goal completion Further CX Improvements Reduced caller effort Less caller struggle/frustration Preference for self-service Greater ROI Reduced costs Increased loyalty 3© 2013 Contact Solutions. All rights reserved. Confidential and proprietary. 12
    13. 13. EXTRA SLIDES13 © 2013 Contact Solutions.
    14. 14. All Callers are Not the Same The call Adaptive Solutions delivers real personalization begins here… Knows Needs more Variable mobile system time signal ‘Expert’ hears ‘Novice’ hears Speed adjusts faster responses slower responses throughout the call (21 seconds) (28 seconds) (26 seconds) Adaptive Audio leverages data; dynamically improves 14 customer experience…in real time© 2013 Contact Solutions. All rights reserved. Confidential and proprietary. 14
    15. 15. Not all Callers are the Same The call You don’t have to treat them that way begins here… Hurry up! What? Say again? Knows Needs more Variable mobile system time signal Adaptive Audio dynamically improves customer 15 experience…in real time© 2012 Contact Solutions. All rights reserved. 15

    ×