artificial intelligence and the customer experience · customer support bots.1 25% by 2020, 25% of...
TRANSCRIPT
“What are people saying about our brand?”“How do we create a consistent customer experience?”“Why are our customers contacting us?”“How can we enable customers to self-serve?”“How can we make agents more efficient?”
Insights
The role of artificial intelligence
Today’s businesses facecritical questions aboutcustomer experience
90%
By 2020, 90% of people worldwide will have interacted with AI and Machine Learning–Driven customer support bots.1
25%
By 2020, 25% of customer service and support operations will integrate virtual customer technology across engagement channels.2
80%
By 2019, 80% of people worldwide will have used a social channel asinitial point of contact to seek support.3
50%
By 2019, 50% of businesses willhave automated social monitoring for “visual mentions” of their logos and products and will assign value to these mentions.4
Consumers increasingly prefer digital self-serve support models on channels of their choice
Consumers are increasingly turning to social media to have their voice heard
Increaseself-service adoption
AI PatternRecognition
Your customers are engaging with your brand in new ways.
Support services to continually improve via human and AI-based learning and insights enabling better automation, inclusion of more use cases, additional customer insights, to help improve responses.
Understand voice of the customer
Monitor customer engagement
Monitor and manage outbound campaigns
Orchestrate cross-channelmessaging
Enable continuous feedback and improvement
Evaluate ongoing conversations
Add/Update automation use cases
Gain insights across all customer interactions
Provide consistent answers
Intelligently author knowledge base using existing content
Drive reductions in live agent interaction handling time
Deflect live agent interactions with AI-powered self-service
Social engagement
Virtualagent
Knowledgeassist
Marketingtools
Digitaltools
Contact center tools
Drive increased agent speed and accuracy
Identify issuescirculating social media
Automate rapiddecision-making
Consistent customerexperience
Gain insights fromlarge data sets
Verizon Digital CX
Best practicesStay focused, start small and expandfrom learnings
Buy a product, not a developer toolkit
Be channel-smart Don’t launchand forget
AI augmentation ofhuman intelligence
1 IDC FutureScape: Worldwide Social and Customer Experience 2018 Predictions , doc #US43157017, October 20172 Gartner: Market Guide to Virtual Customer Assistants. Brian Manusama et al.. December 20173 IDC FutureScape: Worldwide Social and Experiential Solutions 2018 Predictions, doc #US43157017, October 20174 IDC FutureScape: Worldwide Social and Experiential Solutions 2018 Predictions , doc #US43157017, October 2017
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+ =Efficiencies
AI ProcessAutomation
Customer experience
PersonalizedConsistentContextualImmediate
Do you have the tools, insights, and expertise to align your organization and achieve an
ideal customer experience?
Social Posts Chats Mobile Web Messaging
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Artificial intelligence and the customer experience