5 AI Methods to Improve Customer Experience

WEBVTT
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AI is a critical component of your customer experience strategy.
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And without it, you will lose ground on your ability to remain competitive.
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My name's Frank Rogers, and I'm a CX architect.
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I can help you transform organizationally and digitally to reach your goals and objectives with better CX and AI.
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Now, I'd like you to watch this 30 minute webinar, and afterwards you will clearly understand.
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Five AI methods you can apply today to drive better CX and ultimately better business outcomes.
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If you want to be successful folks, let's go get it.
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Why is CX and more importantly, AI within the context of CX important?
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Well, there's a couple of things that we understand and that we probably all share, but it's good to bring them up and that is we went through a pandemic and if that wasn't a big enough paradigm shift in our lives everything afterwards transformed completely from that one singular event.
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We also have domestic unrest.
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We just feel it inside of our culture.
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There's an uneasiness and we have wars around the world and hyperinflation.
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So this down pressure has created a lot of disruption.
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And whenever there's disruption, for lack of a better word, there's opportunity.
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So.
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What are some of the things that have changed?
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And I know certainly it's changed for me and I'm sure for you as well.
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Definitely for our customers is customer behavior is different.
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What we're finding is that people walk away from the experience with a brand that they previously trusted just after one bad experience.
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And so you see from dimensional research, Microsoft, Kolsky, Bain, many others, they're seeing this see you later kind of attitude that after one bad customer service experience, 39 percent of customers will avoid a company for two years.
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That is dramatic and all the more reason for us to have a great customer experience, because even though we established this trust, one bad experience can end that relationship.
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So what has happened in that time period to, to impact some of this generative AI in and of itself has flipped the script on self service and it's changing dramatically how people work and how consumers engage with technology and low code, no code technologies are making it even easier for people to produce software that we're going to use.
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So we're getting this rush of new software technology and applications.
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And then we have this new kind of technology is somewhat new, but really in the last five years, blockchain has come in and it's providing levels of complexity, it's adding security to be sure, and maybe some flexibility, but people are all in the midst of adopting this huge technology.
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And so that is a radical change in and of itself.
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Well, we talked a little bit about behavior, and so let's look at what A.
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I.
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Has done outside of behavior, but just to the aspects of people's jobs.
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So this is some information that came from Upwork in fiver, and it really has to do with the freelance community.
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But it's a great reflection on jobs in total.
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And if you look down at the bottom, this blue line is essentially displacement.
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So people that were writers or working on translation in sales and marketing, their jobs are starting to become displaced and it's being replaced by AI technology to provide that same service.
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And the higher you go on the chain, maybe towards more of a higher end higher touch, you'll see that people are still a big part of that process.
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This is really important to understand because this has happened literally within the last two years.
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And so.
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You know, Goldman out there looking at this is breaking down job functions and they're looking at where automation is coming from this AI and across all industries, they're looking at about 25 percent of the jobs and roles in those businesses are going to have a form of displacement by providing automation through AI, this is.
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Huge in terms of how people work, the professions that they choose to follow, and ultimately what you can expect from experience sales and related more than that 25 percent business and finance operations.
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Wow.
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It grows even a little bit more office and admin support.
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We're seeing huge change again.
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I just want to remind you this is just after two years of really introduction in its practical sense of A.
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I.
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Now.
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Let's scoot back a little bit to behavior and let's think about that overlaid with the whole concept of self service.
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And these are some pretty, jarring statistics here, and they're just a slice of the statistics, but they give an insight into what's happening out there with your customers.
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So.
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If you have a whole host of Gen Z and millennial customers, I'm not talking about Gen X or the boomers, but this, this group here of Gen Z and millennials clumped together, what the survey here that came out from Gartner, which was if their issue couldn't be resolved quickly using self service, what would they do?
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What like, what is their next step?
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First of all, 55%, they use the service or product less.
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So you have less of an adoption of your own technology.
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Secondly, 52 percent of them wouldn't even buy from that company again in the future.
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Like that's it they're gone.
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They may not even fill out a survey.
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They may not call and tell anybody, but what they may do is 44 percent of them will go on a social and maybe drop some FUD about your business.
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And so.
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This is jarring in terms of a huge paradigm shift in terms of how people want to engage.
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So self-service is growing and strangely, and oddly enough, people still want to engage with people as well.
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So that's not going away.
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So the whole dystopian view of complete replacement with AI is something of of a incorrect assumption.
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So let's think about this a little bit more.
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These choices, people being able to create.
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Software applications, plug in technologies, they're coming out on the daily and it's creating confusion in the marketplace.
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This is all happening at the same time that there is kind of a pitting together against traditional companies, companies that are brick and mortar companies against companies that are startups in the click and mortar or the digital age.
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So we've got brick and mortar versus click and mortar, and some of the click and mortar can move faster.
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They're more agile, but they may not have the customer base, but they provide.
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Disruption and competitiveness, privacy and fraud as we go, digital are at the forefront of concern and of effort in the security realm.
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And then our competition is just not down the street.
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It's not local.
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It may not be in our state.
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It may not even be in our own country.
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Competition is getting blurred across the world and customers are expecting more.
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So all of this is happening.
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At the cross section of a I being delivered out.
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So the good news around all of this really is that we have a choice, and the choice really is to improve your customer experience.
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And so if you look up here, this is where we start.
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We think about what's inside our control.
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We think about what we have already.
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We have gratitude for the fact that we have customers.
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I know I do, and we want to keep those customers.
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We want to keep them happy at the same time that we reach out to them.
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And grow our customer base.
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We want to understand our customer better than ever.
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This is to help fundamentally serve them in a more palpable way.
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And we want to be able to optimize our costs while we're doing this.
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And this may require a little bit of change in where our people sit inside the business.
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We may have to move some people out of support and maybe up front into.
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More of a sales role or a business development role or professional services role.
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And finally, we need to build a practice around CX.
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It's a big enough topic.
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Now it's at the core of how we drive our business.
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And this is really kind of the answer.
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And AI is probably one of the most pressing, interesting and growing components of customer experience.
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Here's if anything, this, this should be motivating.
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You know, if we're looking at those people that focused on customer experience, they outperform their counterparts, their competition by almost double by having this incredible level of focus inside their business.
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And this is a, an out kind of point from McKinsey, which is really powerful because they're really serving across the major organizations that probably are the least flexible.
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And those that are making the move towards this at a faster rate are winning.
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So let's, let's get down to it.
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Let's talk about.
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These five AI methods lead to better customer experience.
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And when we talk about customer experience, you know, we get there in a lot of different ways.
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We get there through getting better conversion at all of our touch points by driving better engagement.
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That's really critical.
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That's really what we're talking about with AI.
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It's where people intersect with this digital technology, the insights that we get from that.
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And ultimately, The success that's driven.
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So let's get started now.
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Let's get it method.
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Number one.
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Convo Intel.
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What does that mean?
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Well, it really means conversational intelligence, and that's the first step along the way.
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This is kind of some low hanging fruit.
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It's a software platform.
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It's a tool.
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It plugs into your unified communications, your contact center, CRM, your Salesforce, Microsoft Dynamics, CRM, whatever you have, it plugs directly into it.
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And what it's doing is that while you're engaging with your customer over voice or maybe in a video just like this, it's.
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getting all that data, all that information and pulling it together and assessing it.
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And what is it doing?
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It's figuring out.
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Are you having a good conversation?
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Is this conversation complete when when it comes to the type of conversation you should be having?
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And can we predict any outcomes that come from this?
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So this is the overlay for this.
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It's just understanding the conversation.
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This is step number one.
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If we can use AI just to understand what the heck we're doing already, we're going to get a move forward.
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We're going to have speech analytics, natural language processing and sentiment, we're going to understand the feeling that's going on in this.
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Is this going the right direction?
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We're going to have transcripts, summaries of the meeting.
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And then we're going to also pull together KPIs from it because we're going to understand what's going on.
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the conversation more.
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And when we talk about that, what does that mean?
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Understanding it more?
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Well, here's how we understand the conversation in a lot of different ways.
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One in that conversation, let's say, for example, you're in sales or your customer service.
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You may be talking about this in a way that you're talking to customers.
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They're there.
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You're talking about competition.
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You're getting a lot of intel as to what is inside of the customer's mind.
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You're getting information about how the conversation went, and you can provide direct feedback to your customer service representative or your salesperson, get better coaching.
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That's really critical.
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And for those of us that all know that inside of our industry, we need better compliance, well, compliance, monitoring, regulatory compliance.
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All this stuff is pulled together and assessed.
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So if you want to know how your conversations are going, you will know precisely with this tool as evidenced by the data that has been captured.
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And more importantly, you'll understand what is your pipeline doing?
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You know, our, is the conversation full with BeMantered?
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Does it have you know, the right level of understanding to predict revenue?
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This will also help with attrition around people as well, because we're going to raise the bar in terms of, Our conversation.
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What does that look like?
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So this is actually an example of ring sense.
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So this is about making sense of your data.
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This is ring sense from ring central.
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And you can see already all the things we talked about are manifest in this interface.
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So we've got sentiment, energy, talk, time, monologue, filler words, anything that has to do with this conversation.
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We have an AI coach.
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We can look at Q and a around this.
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We can identify our competitors, see what kind of objections that we're receiving.
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This information is critical, invaluable, and we can push that information right up into the CRM.
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So what are some of the benefits?
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Well, we're going to get better customer experience because we're having a better conversation.
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So it kind of makes sense right off the top.
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We're going to have better salesperson performance because we're coaching at a higher level.
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That's going to equal better job satisfaction.
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Retention.
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We're gonna have operational efficiencies.
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We're gonna have a tighter call, a more precise call, and we're gonna improve decisioning.
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So for our managers that are wondering what's going on with our team, they're gonna know what's going on with their team, and they can provide better decisions around how they guide that group of people.
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And we're also gonna be able to damp down the risk of doing business.
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What are some of the results when, when we talk about results, you know, we're really trying to think about quantifying.
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So these are objectives that we're trying to go to quantifiable goals.
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And so we want to improve sales performance.
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We want to get from MQL, so marketing qualified leads to sales qualified leads faster in the conversion cycle, improve our average deal size.
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Sales cycle, lower the handle time.
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So let's get more calls in, in the day.
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Let's get more precise calls.
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Let's not waste everybody's time.
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Let's make this a very powerful conversation, higher customer satisfaction, NPS CSAT.
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There's ways to monitor all of this and quantify the results and understand the ROI to your business.
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Our recommendation to you right off the bat is, listen, you've got a CRM, probably you probably have a communications technology if you don't think it's like strong enough, we can help you with that, but ultimately you can plug this in and get going right away.
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You want to get that data insight as fast as you can to be able to make better decisions and then start this process because it's going to be fluid and ongoing.
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All right.
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That's number one.
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And I think that's an easy one for people to get going with right off the bat, low implementation time.
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The next one is agent assist.
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And if you think about it, these two have a lot in common together.
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They're about really enabling your person inside your business to have a better conversation.
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So what does that look like again?
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It's a software tool.
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It plugs into your primary communications technologies.
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What's cool about it is it's real time.
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All of this is happening while your person is on the phone with the customer.
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So this is for customer facing people, and it's highly configurable, so it leverages a I and it provides tips and guidance all along the way, and it generates just like all a I does.
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Gobs and gobs of data.
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So let's think a little bit about how this would look and sound.
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So I'm going to drop a little video in here for you.
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My name is Susie with smart checklist showing agents how to keep calls on track and guidance prompts to handle any turn in the conversation filled with relevant decks, giving agents the confidence they need to perform and with real time coaching agents can request manager help in a click.
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So make your agents happier.
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So pretty cool.
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If you think about it, like you can place that out there with your salespeople, your customer service people, and it's going to do some pretty incredible things.
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Now, what it's going to do is it's going to help keep your agents and your people on track.
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That is really critical.
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So they're going to be listening.
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The AI is going to be listening.
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The AI is going to be providing levels of completion.
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Are you talking about all the things you need to?
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It's going to be doing the note taking.
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It's going to put that into the CRM and it's going to measure your best practices.
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Are they actually working?
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And it's going to look at really your people and you're going to be able to see like, Hey, these are the top 10 people in my business that are having the best outcomes.
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You'll be able to learn from that and have that automatically update and coach people across the business.
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So you're up leveling your skills all the time and it triggers coachable moments.
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So while you're in the moment rather than looking at something from a week ago and having that conversation right there in that moment, you're getting assistance and you're getting a scorecard.
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So you're getting something that you can kind of see whether or not you're making progress.
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Now, what does this do?
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So again, objectives, percentages, this is all important stuff.
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As we're talking to the CFO, the COO and the business, we're going to be able to have ramp time for agents decreased by up to 75%.
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Why is that?
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Well, that trading period.
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You can move directly into this and they're being trained and assisted all the way through in their initial discussions.
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Average handle time decreases by 42 seconds.
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If you have a large group of people out there talking, you understand the huge level of impact that has to the business.
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A 25 percent improvement in CSAT scores.
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You can see huge increases in conversions and top and bottom line growth.
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So the ROI for agent assist is huge.
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Is really incredible.
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So number one, we talked about, you know, really having conversational intelligence.
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That's really kind of your first step into it.
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The next one is really empower your people.
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And all of this is being driven by a I and we'll share a little bit about how that kind of works more in this webinar.
00:17:47.740 --> 00:17:49.019
You may say, well, I can't do this.
00:17:49.019 --> 00:17:49.849
You can do this.
00:17:49.859 --> 00:17:51.638
It actually can be done pretty quickly.
00:17:51.689 --> 00:17:58.419
So this is, seems like it's a big undertaking, but something like this can really be brought to life in a 30 to 60 day period.
00:17:58.429 --> 00:18:08.429
So this is something that's very affordable and it's very doable, which means if you can get these kinds of lifts in your organization, it's low hanging fruit.
00:18:09.529 --> 00:18:16.099
You kind of things you want to look at is maybe do you have a large investment in people and what is that number?
00:18:16.099 --> 00:18:18.690
And do you have any level of turnover?
00:18:18.710 --> 00:18:20.349
Do you have performance variability?
00:18:20.609 --> 00:18:23.838
I have a client right now that has no turnover on their team.
00:18:23.890 --> 00:18:25.200
It's a huge team.
00:18:25.579 --> 00:18:30.279
And and this is like number four on their list to, to approach.
00:18:30.565 --> 00:18:35.704
For people that have a lot of people in high turnover, it may be number one on their list to approach.
00:18:35.704 --> 00:18:39.703
So all of these things have a caveat in terms of a user story.
00:18:39.703 --> 00:18:51.035
And when you look to use it think about compliance and costs and consistency, especially with inside of industries that fundamentally are regulated heavily, and it's important that you have the right conversation.
00:18:52.724 --> 00:18:53.535
So there we go.
00:18:53.555 --> 00:18:54.634
Number one and number two.
00:18:54.664 --> 00:18:56.525
Number three voice bots.
00:18:56.944 --> 00:18:59.424
And so what do we mean about a voice bot?
00:18:59.454 --> 00:19:03.144
Well, this is a really big part of AI and one that we hear all the time.
00:19:03.144 --> 00:19:05.875
And sometimes there's a lot of controversy around it as well.
00:19:06.134 --> 00:19:07.335
But it's a platform tool.
00:19:07.403 --> 00:19:10.183
It plugs into your communications technology as well.
00:19:10.555 --> 00:19:14.055
It typically plugs directly into like the voice system that you have.
00:19:14.434 --> 00:19:17.579
And it's basically All based on natural language processing.
00:19:17.579 --> 00:19:19.170
It's large language models.
00:19:19.170 --> 00:19:37.769
These are all the parlance of AI and it is essence at its very basis, conversational AI, that's the way we look at this and you can select voices, personas, like if you have a brand and you want it to sound a certain way, you can make it sound exactly how your company ebbs and flows and typically is driven by.
00:19:37.970 --> 00:19:38.970
A knowledge base.
00:19:38.970 --> 00:19:47.569
And we'll talk a little bit more about that, but what's beautiful about voice bots is that you already may have a really strong voice channel.
00:19:47.569 --> 00:19:50.240
People choose to pick up the phone and give your company a call.
00:19:50.519 --> 00:19:50.869
So this.
00:19:51.325 --> 00:19:55.095
Intersects with that existing behavior of the customer.
00:19:55.474 --> 00:20:06.214
And if there's a challenge, if there's a verbal in there, in terms of not getting resolved, it can be elevated into a conversation directly with one of your representatives, either in sales or customer service.
00:20:07.849 --> 00:20:13.109
Now I'm going to play for you a particular actual interaction.
00:20:13.109 --> 00:20:16.500
So this is, as you can see, this is 100 percent real call.
00:20:16.509 --> 00:20:17.009
Seriously.
00:20:17.009 --> 00:20:17.358
It is.
00:20:17.380 --> 00:20:27.420
And you're going to really think this is kind of interesting because this is a state of the art of what we can expect when we're having a call with a voice bot.
00:20:27.609 --> 00:20:29.200
So take a listen.
00:20:29.734 --> 00:20:31.134
Thank you for calling Warranty Service.
00:20:31.174 --> 00:20:32.355
This is Audrey speaking.
00:20:32.365 --> 00:20:36.964
Before we get started, can I just check if you're calling to open or check the status of a claim?
00:20:37.785 --> 00:20:39.723
Yes, I wanted to open a new claim.
00:20:41.214 --> 00:20:41.574
Great.
00:20:41.574 --> 00:20:44.424
Could you tell me the full phone number associated with your account?
00:20:44.765 --> 00:20:48.785
You could either read it to me or type it into the phone keypad followed by the pound sign.
00:20:50.099 --> 00:20:52.339
It should be the number I'm calling from.
00:20:53.710 --> 00:20:57.378
All right, I see a warranty here, but I just need to double check it's the right one.
00:20:57.669 --> 00:20:59.789
Could you give me the full name of the account holder?
00:21:01.009 --> 00:21:01.799
Vince Tobar.
00:21:03.659 --> 00:21:05.329
Perfect, I've got the right account here.
00:21:05.359 --> 00:21:09.990
And are you calling on behalf of a retail business or are you an individual consumer?
00:21:11.069 --> 00:21:12.398
I'm an individual consumer.
00:21:14.250 --> 00:21:14.619
Great.
00:21:14.628 --> 00:21:22.348
So, in order to file a new claim, we'll first have you fill out a form on the website to collect some preliminary details, and then we'll be in touch with next steps.
00:21:22.579 --> 00:21:24.969
Can I send you a link to that form via text message?
00:21:26.979 --> 00:21:31.539
Before you do that, I mean, the damage to the furniture might be pretty simple to fix myself.
00:21:31.599 --> 00:21:35.489
Is it something I should try to self repair, or is it worth contacting the warranty service?
00:21:37.179 --> 00:21:44.898
If the stain or damage is the result of a single incident, we definitely recommend contacting the warranty service before trying to address it on your own.
00:21:44.929 --> 00:21:48.169
Would you like me to send you a text message with that mailing address for your reference?
00:21:50.529 --> 00:21:53.140
No, I'll just do the new claim form.
00:21:55.579 --> 00:21:58.599
Now, did you still want that SMS with a link to open a new claim?
00:21:59.599 --> 00:22:00.378
Yes, please.
00:22:01.750 --> 00:22:02.720
And, that's sent.
00:22:03.138 --> 00:22:06.009
You should receive a text message with that link in the next few minutes.
00:22:06.479 --> 00:22:08.148
Is there anything else I can do for you today?
00:22:09.730 --> 00:22:10.369
No, thank you.
00:22:11.509 --> 00:22:14.009
Thanks again for calling and have a great rest of your day.
00:22:14.160 --> 00:22:14.640
Bye now.
00:22:17.049 --> 00:22:18.779
So Tyler, what'd you think of that?
00:22:19.740 --> 00:22:21.299
Absolutely incredible.
00:22:21.420 --> 00:22:27.199
The technology there is, has come so far in the last couple of years.
00:22:27.199 --> 00:22:28.779
I mean, that was a real conversation.
00:22:29.269 --> 00:22:30.368
It's bonkers good.
00:22:30.409 --> 00:22:40.119
And that's I think the point that I want to, get home here is that, you know, all of this is really based upon these models that help us dig into.
00:22:40.424 --> 00:22:42.454
A knowledge base that we've curated ourselves.
00:22:42.464 --> 00:22:47.204
So that was an actual, voice conversation that was recorded.
00:22:47.463 --> 00:22:54.974
And a lot of it comes down to the fact that that organization built out a knowledge base, which truly represented how they did business.
00:22:54.984 --> 00:22:58.664
And then they trained their model to reflect their brand.
00:22:58.924 --> 00:22:59.724
And how does that work?
00:22:59.734 --> 00:23:01.984
Well, this is a pretty big slide.
00:23:02.684 --> 00:23:07.855
Again, I'm going to be sending this to you, but if you just think about it, what is a knowledge base?
00:23:08.279 --> 00:23:09.099
It's webpages.
00:23:09.440 --> 00:23:33.089
There's a web server, there's a browser and there's articles and posts and, and these webpages have been built out to provide a source of truth and our bot, whether it's a chat bot or a voice bot can now utilize that source of truth to have a better conversation, to set better expectations and to solve the problem that the customer is reaching out for or need.
00:23:33.140 --> 00:23:34.628
It doesn't necessarily need to be a problem.
00:23:34.730 --> 00:23:36.259
It could be, they just want to buy something.
00:23:36.759 --> 00:23:37.180
So.
00:23:37.474 --> 00:23:38.355
That's a knowledge base.
00:23:38.384 --> 00:23:39.575
It's your source of truth.
00:23:39.944 --> 00:23:42.875
And it could be anything like RingCentral has its own kind of brand.
00:23:42.875 --> 00:23:51.595
It has a contact center with a tool called CX Expert, which is kind of a modulated you know, web server with articles.
00:23:52.074 --> 00:23:54.005
You may be a Microsoft house.
00:23:54.055 --> 00:23:59.904
Maybe you want to have a SharePoint site and kind of a custom bespoke model out there of web pages.
00:24:00.515 --> 00:24:03.214
You might even just go straight to this core web pages.
00:24:03.224 --> 00:24:08.045
You build it out in WordPress, build an FAQ and that becomes your source of truth.
00:24:08.535 --> 00:24:11.845
Building a knowledge base should never be anything that's an obstacle.
00:24:11.854 --> 00:24:18.375
It is not difficult to do, and it really helps you consolidate the truth about your business.
00:24:18.585 --> 00:24:21.724
Outside of just databases that we may dig into as well.
00:24:21.974 --> 00:24:25.944
So here we are, what is the benefits of a voice bot?
00:24:25.974 --> 00:24:27.654
Well, it really helps out the labor force.
00:24:27.654 --> 00:24:32.305
So the labor force now moves to what's called an HVA high value agent.
00:24:32.404 --> 00:24:41.075
People are handling the most complex conversations and sometimes some of the most valuable conversations provides scalability during peak operating hours.
00:24:41.355 --> 00:24:43.904
And it gives you 24 seven support.
00:24:44.539 --> 00:24:57.288
It reduces complexity around the voice calling because instead of having somebody go through 20 different options, we could just ask them what they need and then personalized experiences because we're gonna possibly know who that person is.
00:24:57.288 --> 00:24:58.869
We know the telephone number they're coming in.
00:24:58.869 --> 00:25:02.970
We figured out that they're an existing customer and we're gonna know what they're all about.
00:25:02.980 --> 00:25:09.159
And so we can have actually a real personal conversation with that individual and we can enhance automation.
00:25:10.615 --> 00:25:19.473
Really 65 percent of all tasks, you know, are being driven by self service, you know, right now, this is where people are getting huge gains.
00:25:19.473 --> 00:25:20.944
And I want to, want to talk about gains.
00:25:20.954 --> 00:25:23.505
I want to emphasize competitive gains.
00:25:23.704 --> 00:25:28.683
This is you in the marketplace competing for your customer to keep your customers.
00:25:29.325 --> 00:25:31.085
Now, here's another one that I'm going to play.
00:25:31.125 --> 00:25:39.454
And I think you're going to really like this as well, because this shows like how incredibly natural this particular type of sound can be.
00:25:40.265 --> 00:25:46.723
When it comes to having an AI that is engaging at a very personal level with a customer.
00:25:46.923 --> 00:25:47.403
Here we go.
00:25:48.153 --> 00:25:50.153
Good afternoon, P& O Cruises.
00:25:50.544 --> 00:25:51.413
How can I help?
00:25:52.423 --> 00:25:55.634
Hi, I've got a cruise booked for next month.
00:25:56.324 --> 00:25:58.193
I got my order number here, my reference number.
00:25:58.193 --> 00:26:03.349
Sorry, I That's okay I may not need your booking reference.
00:26:03.559 --> 00:26:04.930
How can I help with your booking?
00:26:05.880 --> 00:26:12.029
Okay, I think I've got free coach travel included, but I'm not sure how to book it.
00:26:14.240 --> 00:26:16.630
Yep, I'll take a look at coach transfers with you.
00:26:16.849 --> 00:26:18.990
What type of cruise are you sailing on?
00:26:22.279 --> 00:26:23.289
Oh I don't know, sorry.
00:26:25.329 --> 00:26:30.308
Is it like a Southampton round trip, a fly cruise, an exotic cruise, or a world cruise?
00:26:30.880 --> 00:26:32.358
Oh yeah, it's from Southampton.
00:26:34.569 --> 00:26:35.640
And which fare have you booked on?
00:26:37.910 --> 00:26:39.634
Oh Sorry, I don't know.
00:26:41.474 --> 00:26:47.835
With select Fair, you should have been offered benefits like free car parking and onboard spending money to choose from.
00:26:47.894 --> 00:26:51.674
Do you know if you booked on Select Fair or was it Saver or Early Saver?
00:26:52.924 --> 00:26:53.944
Oh, select, I think.
00:26:55.724 --> 00:26:56.204
Great.
00:26:56.615 --> 00:27:01.684
You should have had complimentary return Coach transfers as one of the benefits to choose from when you booked on Select there.
00:27:01.984 --> 00:27:03.545
And what day is the cruise departing?
00:27:06.115 --> 00:27:06.625
December.
00:27:07.180 --> 00:27:08.648
Great.
00:27:10.329 --> 00:27:17.539
So, as long as the cruise is 7 nights or longer, there'll be return coach services to and from Southampton for everyone on the booking.
00:27:17.769 --> 00:27:25.779
If you told us you wanted the service when you booked, could you make sure to contact Cruise Connect directly to reserve your seat, no later than 35 days before your holiday?
00:27:25.930 --> 00:27:28.348
I can text you their number and email if you want.
00:27:29.249 --> 00:27:30.339
Oh yeah, that would be great.
00:27:30.349 --> 00:27:30.910
Thank you.
00:27:33.279 --> 00:27:34.799
Is this phone you're calling from okay?
00:27:35.660 --> 00:27:36.170
Yes.
00:27:38.400 --> 00:27:39.630
And sent.
00:27:40.009 --> 00:27:41.680
You should receive it shortly on your phone.
00:27:41.779 --> 00:27:43.069
Anything else I can help you with?
00:27:44.440 --> 00:27:45.119
Nope, that's it.
00:27:45.119 --> 00:27:49.359
Thank you Thanks so much for your time.
00:27:49.529 --> 00:27:49.930
Take care.
00:27:49.930 --> 00:27:50.039
Bye.
00:27:50.039 --> 00:27:50.519
Bye.
00:27:52.769 --> 00:27:53.779
So believe it or not.
00:27:53.990 --> 00:28:09.345
That was a full conversation directly with an AI and it had a level of personalization and you can see that it was Drawing deeply from the policies of that business and the offerings that they have as well.
00:28:09.704 --> 00:28:11.214
Tyler, what were your thoughts about that?
00:28:12.724 --> 00:28:18.884
You know, once again, just amazed for those of you that have experienced with any sort of.
00:28:19.265 --> 00:28:21.453
ACD or any sort of call routing.
00:28:22.069 --> 00:28:23.130
It can be very frustrating.
00:28:23.900 --> 00:28:26.569
You could hear some of the background noise on that conversation.
00:28:26.599 --> 00:28:33.348
Typically the more archaic systems would pick up that background noise, be confused, not know what to do.
00:28:33.849 --> 00:28:35.450
This was just very natural.
00:28:35.628 --> 00:28:38.469
you honestly feel like you're speaking to a human.
00:28:39.094 --> 00:28:41.114
So absolutely remarkable technology.
00:28:41.673 --> 00:28:42.544
It is indeed.
00:28:43.403 --> 00:28:46.094
So let's think about the results from this.
00:28:46.773 --> 00:28:59.403
One of the things that we really want to do for our customers is address their needs, solve their problems, get them to a point where their need is fulfilled and they're able to move on with the rest of their day.
00:28:59.733 --> 00:29:05.753
And so first contact resolution, which is a term that's used a lot in the industry, along with average handle time.
00:29:06.044 --> 00:29:07.273
All these things go down.
00:29:07.273 --> 00:29:20.074
So what we're really trying to do is deflect away from our agents initially, unless it needs to break containment, that's the next state and go to an actual person, but we're possible.
00:29:20.074 --> 00:29:22.874
We want to keep it in containment and solve the problem.
00:29:23.124 --> 00:29:26.304
And so what we end up is a decrease in the cost per contact.
00:29:26.624 --> 00:29:38.769
Now, this is a generalization I'm giving you, but it is reasonable that In a conversation that just transpired that cost could have been 40 cents to the company.
00:29:39.038 --> 00:29:45.788
So 40 cents for that transaction versus 5 or 6 for an agent to resolve it.
00:29:46.108 --> 00:29:52.348
So you can see the disparity and the cost savings and the optimization that can come for the business.
00:29:52.638 --> 00:29:54.959
Meanwhile, the, the actual agent.
00:29:55.088 --> 00:29:59.048
Sales person, customer service person is handling more complex items.
00:29:59.858 --> 00:30:11.719
You can see 15 to 25 percent improvement in revenue and sales conversion and an increase in overall customer lifetime value of 10 to 20 percent due to these particular items, just outside of the productivity gains.
00:30:12.979 --> 00:30:14.608
So very, very important though.
00:30:14.679 --> 00:30:15.459
What's our tip?
00:30:15.469 --> 00:30:17.259
What do we, what do we recommend?
00:30:17.558 --> 00:30:20.249
Well, we recommend, like, get started with this.
00:30:20.259 --> 00:30:28.108
There's a lot of people right now that are asking themselves, well, we're thinking about AI, or our IT team is looking at AI.
00:30:29.538 --> 00:30:31.818
AI is available today.
00:30:32.439 --> 00:30:34.169
It's usable today.
00:30:34.548 --> 00:30:43.163
And people are Consuming it in a way that it's making their businesses move forward and competitive more effectively, so there's a way to approach it.
00:30:43.173 --> 00:30:45.483
You go for higher volume, lower complexity.
00:30:45.493 --> 00:30:53.673
So you think, well, what can I, you know, take that simple and have that handled by the AI and don't try to build an AI model yourself.
00:30:53.684 --> 00:30:56.334
If you hear somebody is trying to work on that inside the organization.
00:30:56.693 --> 00:30:59.794
Like maybe have a, a better conversation somewhere inside.
00:30:59.794 --> 00:31:01.023
Cause you're going to waste a lot of money.
00:31:01.273 --> 00:31:03.094
These AI models are out there.
00:31:03.094 --> 00:31:03.963
They're on the shelf.
00:31:03.993 --> 00:31:04.834
They're workable.
00:31:05.003 --> 00:31:10.263
You can employ them in your business and you can damp down all the risk by curating your own knowledge base.
00:31:10.513 --> 00:31:12.203
So it's all normal.
00:31:12.203 --> 00:31:14.703
Like start small, optimize, learn, scale it.
00:31:14.903 --> 00:31:15.513
Don't wait.
00:31:16.213 --> 00:31:20.263
So method number four, this is kind of a kissing cousin to a voice bot.
00:31:20.433 --> 00:31:22.953
It's your chat bot and it's a little bit different.
00:31:23.233 --> 00:31:24.913
So what do we do with a chat bot?
00:31:24.923 --> 00:31:34.554
Well, It's a, it's also a tool that plugs into your contact center technology and it has a knowledge base that it ties into a lot of the similar types of things.
00:31:34.554 --> 00:31:40.554
It's searchable on a web portal so you can find it and it removes the need for, you know, human interaction.
00:31:40.554 --> 00:31:49.784
So kind of basic flow, which comes first, the voice bot or chat bot that all comes down to discernment where you have traffic, what you're trying to accomplish.
00:31:50.013 --> 00:31:52.804
There's a lot of different factors, but it's not hard to figure out.
00:31:54.023 --> 00:32:03.653
So as we go through, you know, this interface that we're talking about, which is just a human being working directly with that, that chat could be directly inside of a chat bot.
00:32:04.034 --> 00:32:12.124
Like right there, this person's putting in, Hey, I need to get a license for my fish name, Eric, for anybody that's money, Python fan, you're starting to follow along here.
00:32:12.763 --> 00:32:14.153
Obviously it doesn't make sense.
00:32:14.203 --> 00:32:16.453
They say, let's get you to talk to a person.
00:32:16.673 --> 00:32:20.693
And there they are saying, I see you were looking to get a license for your pet fish, Eric.
00:32:21.358 --> 00:32:23.278
Now, what does this mean?
00:32:23.288 --> 00:32:25.538
This means that we're working across channels.
00:32:25.739 --> 00:32:30.088
So a chat bot is very similar to like a live chat.
00:32:30.278 --> 00:32:32.028
So these are like human channels here.
00:32:32.038 --> 00:32:33.838
These are digital channels over here.
00:32:34.019 --> 00:32:39.519
These are social channels in the middle, but all this channel information is super important and applicable.
00:32:40.108 --> 00:32:46.368
Now, here's an example that you might find interesting in terms of somebody using a chat bot.
00:32:46.604 --> 00:32:50.634
That chatbot's integrated into WhatsApp, and this person's trying to book a flight.
00:32:50.653 --> 00:32:52.993
And they're going to do what's called multi modal.
00:32:52.993 --> 00:32:57.864
So they're actually going to utilize different ways of putting the data into the chatbot.
00:32:58.104 --> 00:32:58.703
Let's have a listen.
00:33:01.364 --> 00:33:02.243
Hey, this is Sebastian.
00:33:02.243 --> 00:33:05.134
I have a family emergency, and I need to rebook my flight to London.
00:33:14.624 --> 00:33:16.943
Now they're engaging with their keyboard.
00:33:31.183 --> 00:33:32.644
That's me, my wife, and the two kids.
00:33:33.588 --> 00:33:35.709
Back to interfacing with voice.
00:33:49.999 --> 00:33:50.979
And now they're all booked up.
00:33:51.078 --> 00:33:53.439
So that was done via a chatbot.
00:33:54.249 --> 00:33:56.038
And that was inserted into WhatsApp.
00:33:56.078 --> 00:34:01.538
So this is a really big example of how we can mix and match and meet our customer across channels.
00:34:01.999 --> 00:34:15.103
Now, when we're dealing with channels, this is kind of a complicated slide, but what we just saw was somebody on a chatbot, and they may, At some point in time say I want to speak to a person and then they get into a live session with a person.
00:34:15.364 --> 00:34:17.353
Well, who do we know where to send that to?
00:34:17.804 --> 00:34:26.643
Well, there's a way to figure that out and how they get to people that are on your bench, that are selling, that are supporting, maybe managing a chat channel.
00:34:26.884 --> 00:34:29.782
Well, that's all done through, believe it or not, Transcribed by https: otter.
00:34:29.782 --> 00:34:31.653
ai Contact center technology.
00:34:31.684 --> 00:34:32.804
And that's a scary word.
00:34:32.813 --> 00:34:35.893
And you may say, wait, what, how is this even possible?
00:34:36.204 --> 00:34:39.173
Well, there's a dirty little secret out there.
00:34:39.173 --> 00:34:43.333
And the fact that you don't have to be a contact center to use contact center technology.
00:34:43.523 --> 00:34:46.094
You may say that yourself right now, we're not a contact center.
00:34:46.318 --> 00:34:50.358
Or I don't even think we have a contact center technology that we're using.
00:34:50.568 --> 00:35:02.889
That doesn't mean that you don't need it because in this world where we need to get people to the right people on the right channel, it's done only through contact center technology and it marries up nicely with our voice bot and our chat bot.
00:35:03.228 --> 00:35:06.938
This is the best experience for the client and this is how you will win.
00:35:07.688 --> 00:35:10.889
So contact center is going to allow you to do all those things.
00:35:10.898 --> 00:35:19.268
Multiple customer interactions, one person doing 10 chats, people managing emails routing based upon customer inquiries.
00:35:19.268 --> 00:35:20.728
They want to talk in Spanish.
00:35:20.739 --> 00:35:22.438
They want to talk about a reservation.
00:35:22.648 --> 00:35:24.818
It's going to get to those people that know how to handle it.
00:35:25.168 --> 00:35:27.369
And then it's going to build in all the KPIs.
00:35:27.719 --> 00:35:29.478
So when we get back to our chat bot.
00:35:29.768 --> 00:35:44.498
That marries nicely with the contact center, all the same attributes that we saw with the voice bot around support, labor force, automation, magnified, now chat bot, same type of situation with our voice bot.
00:35:44.509 --> 00:35:56.588
We're doing all the same things to improve interaction and measurement around average, you know, cost per contact improvement in revenue, increased customer lifetime value.
00:35:56.873 --> 00:35:59.463
Massive in terms of impact to the organization.
00:35:59.623 --> 00:36:23.833
It's always fun to work through the ROI on this We can help you do that pro tip same thing for the voice bot because they kind of go hand in hand and you may do One as a 1a and the other one is a 1b you may do them at the same time on a couple of user stories The key is is that it's leveraging that common knowledge base and then you're bringing that to the customer where you typically meet them So what's number five.
00:36:23.833 --> 00:36:25.724
Number five is software synergy.
00:36:25.733 --> 00:36:30.023
And this really all about the integration and data that comes from all these technologies.
00:36:30.454 --> 00:36:42.173
So I said before, it throws off tons of data around the customer experience, and this is going to allow us to avoid blind spots and to make better decisions and to target the automation that we need in the business.
00:36:42.684 --> 00:36:44.824
And this is how our business looks behind the scenes.
00:36:45.063 --> 00:36:49.643
Venn diagram, all these technologies that we have, they're all interrelated and working together.
00:36:50.264 --> 00:36:51.153
Problem is.
00:36:51.523 --> 00:37:01.153
Based upon where we are in the cycle, the department, we deal with each one differently, and we don't think about all that can be done by working them together in doing it together.
00:37:01.153 --> 00:37:04.534
We can do an awful lot in terms of round efficiency right off the bat.
00:37:04.903 --> 00:37:12.893
But customer service and customer experience and sales are always gonna be at the forefront in terms of around getting customers and keeping customers.
00:37:12.893 --> 00:37:14.434
So those are our top line goals.
00:37:14.923 --> 00:37:16.344
And yeah, Same thing here.
00:37:16.344 --> 00:37:25.143
We're all impacting the same metrics across all these customer lifetime value cost savings, improving your customer success scores and revenue growth.
00:37:25.423 --> 00:37:30.684
All of this is improved and peaked by proper integration of these technologies.
00:37:31.034 --> 00:37:33.173
So what you want to think about when you're.
00:37:33.509 --> 00:37:36.119
Adopting AI is where's the data going to go?
00:37:36.128 --> 00:37:39.358
Do we have a common data lake for all these experiences?
00:37:40.088 --> 00:37:42.318
Can we apply methods of attribution to it?
00:37:42.329 --> 00:37:43.949
Do we know where all this is coming from?
00:37:44.829 --> 00:37:51.289
And do we understand how these platforms work to track the customer event cycle across the entire business?
00:37:51.778 --> 00:37:53.278
This is really, really critical.
00:37:53.559 --> 00:37:56.179
This is the things that you need to uncover in your business.
00:37:56.338 --> 00:38:04.528
Because once you start employing this technology, you can radically improve each one of your investments by making sure they're properly integrated.
00:38:05.579 --> 00:38:06.168
So there you are.
00:38:06.168 --> 00:38:12.059
Great outcomes, conversational intelligence, agent assist, voicebots, chatbots, integration.
00:38:13.248 --> 00:38:13.829
Great stuff.
00:38:13.878 --> 00:38:16.889
So coming out of that, you can see that like this hybrid.
00:38:17.224 --> 00:38:19.614
Customer support and sales environment.
00:38:19.614 --> 00:38:21.945
Cause I want to lump those both together.
00:38:22.175 --> 00:38:25.985
I think that's important really needs to be part of your plan.
00:38:25.985 --> 00:38:33.713
And so we went through five distinct AI methods that wrap into your CX to drive better customer outcomes.
00:38:33.715 --> 00:38:35.965
And they don't all have to be.
00:38:37.175 --> 00:38:44.385
Once they can be levels of sequential rollout levels of paired rollout between voice bot and chat bot.
00:38:44.684 --> 00:38:51.494
I just want to get across to you that this is no longer like an optional aspect of business.
00:38:51.505 --> 00:38:54.815
This is how business is being conducted right now today.
00:38:55.065 --> 00:39:00.474
And as fast as things moved in the last two years, that rate is only going to accelerate.
00:39:00.934 --> 00:39:02.824
So I brought up on the screen here.
00:39:03.454 --> 00:39:05.224
Something for a reason.
00:39:05.224 --> 00:39:07.724
And that is because we've heard this from so many of our customers.
00:39:07.994 --> 00:39:12.784
And that is that ultimately they're not sure how they're going to adopt AI.
00:39:13.155 --> 00:39:15.983
We have a way it's called activate CX framework.
00:39:16.255 --> 00:39:18.494
It can start with just a simple conversation.
00:39:18.684 --> 00:39:27.494
We don't have to dig into every aspect, but you can see, we have a way of getting a level set all the way to selecting the right technology and getting moving forward on it.
00:39:27.695 --> 00:39:28.914
We appreciate so much your time.
00:39:28.914 --> 00:39:31.543
Your time is valuable and you chose to spend it with us.
00:39:33.135 --> 00:39:45.784
Tyler, thanks so much for being on this call today and for providing your insights and your thoughts and, and reactions to some of these crazy, crazy bonkers capabilities that are available right now.
00:39:46.925 --> 00:39:47.695
It's always a pleasure.
00:39:47.855 --> 00:39:48.414
Thank you, Frank.
00:39:48.664 --> 00:39:48.894
Yeah.
00:39:48.894 --> 00:39:49.514
Thank you, Tyler.
00:39:49.675 --> 00:39:50.485
Thank you, everybody.
00:39:50.514 --> 00:39:51.625
We hope you have a great day.