tech automation with a human...
TRANSCRIPT
© 2014 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Tech Automation with a Human Touch
IMT 22nd Global Connection Forum Ciudad de Mexico – 14 de Marzo 2018
Organizations are modernizing customer engagement with the
adoption of automation to drive loyalty, satisfaction, revenue
and efficiency.
Automation is Pervasive
Automation: the use of Artificial Intelligence (AI) and Analytics to automate functions previously performed by humans
• Autonomous Cars • Automated Factories • Robotic Surgeries • Intelligent Home Appliances • Customer Engagement Automation
“AI Technologies Will Be in Almost Every New Software Product by 2020”
“The potential for AI-enabled automation to create scale, boost throughput and eliminate errors creates a range of opportunities…”
Source: McKinsey and Company, “A CEO Action Plan for Workplace Automation”, July, 2017
Automation Drives Loyalty, Satisfaction, Revenue and Efficiency
Source: Gartner Press Release, Gartner Says AI Technologies Will Be in Almost Every New Software Product by 2020, July, 2017, https://www.gartner.com/newsroom/
id/3763265
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Recent advances in Artificial Intelligence (AI) Innovation – more intelligence exhibited by machines rather than humans
• Automation can now leverage natural language processing (NLP) and machine learning (ML)
• Automation benefits from cognitive capabilities for understanding context, need, emotions and human actions
Customer Engagement Automation – A Reality Today
Automation Strategy
• Leverage automation to help organizations simplify and modernize customer engagement operations
• Help people and machines work together – infuse automation throughout the broad business process
• Work closely with customers to understand needs – leverage the power of AI and analytics to create business value
Customer Engagement Automation Solutions Infuse Automation to Drive Value
Intelligent Self-Service
Quality Management
Voice of the Customer
Knowledge Management
Workforce Management
Value
Desktop and Process
Fraud & Compliance
LoyaltyandSatisfaction
RevenueEfficiency
Robotic Process Automation
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• Provide automated assistance through AI-driven user experience that elevates the customer experience with smarter bots
• Increase self-service and customer adoption with tools that are more intelligent and contextual
• Provide seamless transition of interactions from bots to humans with automated context and enhanced intelligence
Intelligent Self-Service
Revenue Loyalty and Satisfaction
Efficiency
Knowledge Management Automation
• Automate the creation of a centralized knowledge center by leveraging the power of crowd-sourcing and community knowledge
• Automate the delivery of in-time micro knowledge to solve specific issues
• Remove the frustration in finding information on challenging and complex topics that occurs using traditional search
Revenue Loyalty and Satisfaction
Efficiency
• Automate the entire quality management process at your own pace – from scoring evaluations to assigning coaching
• Deliver automated scoring and timely, non-biased feedback on 100% of interactions
• Free quality assurance leaders from tedious tasks and allow supervisors to engage and develop employees
Quality Management Automation
Revenue Efficiency Loyalty and Satisfaction 3
Back-Office Automation
• Automate repetitive back-office processes and create additional resource capacity by freeing employees from tedious tasks
• Transform how resources, performance and work are measured and managed – allocate work to the right employee at the right time
• Perform compliance and audit tasks with higher accuracy
Revenue Efficiency Loyalty and Satisfaction
Revenue Loyalty and Satisfaction
Efficiency
• Automate the extraction of unbiased customer feedback from omnichannel interactions – surface customer issues from all interactions in near real-time
• Provide complete view of customer insights across multiple channels through customer journey maps
• Leverage data from all channels to predict customer behavior and optimize outcomes
Voice of the Customer Automation
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• Automate the process of customer identification – eliminate long and repetitive security questions
• Automate real-time fraud scoring and facilitate fraud prevention
• Increase process compliance, information handling accuracy and adherence
Fraud and Compliance Automation
Revenue Loyalty and Satisfaction
Efficiency
Contactos Pablo de los Santos Director of Customer Analytics Verint CALA
Teléfono +(34) 658 383 132
Email [email protected]
Websites verint.com verintcommunity.com verintblog.com