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CHALLENGE: COMPLEXITY

Customer care usually involves:1.Broad range of questions2.Multiple communities 3.Involving multiple systems4.Requiring specially trained

groups or individuals

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Legacy: • create multiple call-in phone numbers• create complex IVR prompts - route to special

teams• Not consumer-friendly and ambiguity persists

Future:• Use systems to automatically resolve the

ambiguity• use human language to read customers’ minds• Can’t work in all cases, but will delight more

customers

CHALLENGE: AMBIGUITY

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CHALLENGE: CHANGING EXPECTATIONSCustomers want you to: • Remember their prior conversations• Know what they own• Guess what they need• Solve it on the first tryEmployees are the same

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CUSTOMER-DRIVEN CARE

Choice & Knowledge• Channel Freedom• Your Device knows where to go

for help• Web social home base for help• Initial triage is automated based

on typed or spoken dialog• Most answers delivered instantly

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USERS NEED CHANNEL FREEDOMHelp, answers and functionality

wherever I am…• On an iPad or Android• On phone• SMS texting• On Facebook• On Twitter…

Without having to know which URL or number to dial

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SOLUTION: INSTANT CARE 24X7Using advanced language systems automate dialog on Web and Mobile with Social connections• Convenience of Cha-Cha

or Siri• Knowledge like Wikipedia

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SOLUTION: HIDE COMPLEXITY• Read customers’ minds• using human language ontology•Dynamic dialog to understand•Dynamic content access to respond

Puts the complexity in the system removing the burden from the customer

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SOLUTION: DON’T IGNORE AMBIGUITY

Answers come from a dialog, not

the first thing they type or say

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THE SHAPE OF CUSTOMER-DRIVEN CARE• One gateway for many (eventually all) needs• The distinction between internal help desk

and external customer care blurs• The variety of services / questions grows• The complexity of services / questions grows• Need to tie inbound support with outbound

engagement• Channel freedom for internal and external

customers•Voice / SMS Text / Web / Mobile / Facebook / Twitter / IM / IVR…

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THE BUSINESS CASE

•Reduce customer care time, • Increase efficiency and • Improve relationships•For customers (external) and•For employees (internal)

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LANGUAGE AND KNOWLEDGE SUCCESSESLocal Charting software company with great speech

reco• Lowers clinical charting complexity / time with

speech• Can mine chart data for codes needed to file

claims

Local Behavioral Health software with DSM knowledge

• SaaS system to support both charting and claims filing

• Mines DSM and ties to chart records for eval and filing

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CASE STUDY: LARGE MN HEALTH INSURER

Before dialog-enabled BPM:• 8 weeks of agent training• Several more weeks to

proficiency• Too many errors

After dialog-enabled BPM:• Training reduced to 4 hours• Proficiency after 30 minutes of

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OUR CUSTOMER-DRIVEN CARE PLATFORM

IKE: I Know Everything• Real-world contextual

knowledge• Dialog to learn intent (Read

minds)• BPM to get data, docs, FAQs,

links• Web-Centered – Omni-Channel

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TECHNOLOGY FOR CUSTOMER-DRIVEN CARE• SaaS Consumer Gateway (Web/Mobile…)• BPM – Scripting• Converged Content Access• Knowledge Management• Read Customers’ Minds• Human language dialog removes ambiguity

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STRATEGY COMBINING MOBILE AND SOCIAL• Build a cloud-deployed web/mobile solution for

self service• Link to all desired web social channels• Lightweight apps for selected mobile platform• Build in social comment capabilities to crowd-

source support• Self-guided triage with context-based branching

and rules• Language interpreter built-in• Combination between Siri and Wikipedia for your

domain• Track outcomes and contributors, tweak and

reward

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WHY MOBILE USERS WILL LIKE IKE

- Consumers are empowered and more savvy as the web

shrinks the world and democratizes knowledge

- Ineffective / unimaginative customer care will no longer

cut the mustard

- IKE lets customers drive

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