Experience 4.0 Keynote
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Delivered to an international audience of pharma employees in September 2019. A brief overview of why virtual assistants are so popular today, some examples and what is most important when embarking on an automation project.
Experience 4.0 Keynote
- 1. CAN I GET SOME ServicePlease { Experience 4.0 HOW TO CREATE YESTERDAYS EXPERIENCES TODAY Andrew Maher Customer Experience Evangelist
- 2. CAN I GET SOME ServicePlease { {Customer Customer User or Employee Client Doctor Patient Bots Chatbots Voice, Text or Messaging Web, phone, app or IOT Robotic Process Automation Virtual Assistants Definitions Anyone interacting with a company in a digital sense Any intelligent procedure added to communications
- 3. CAN I GET SOME ServicePlease 1.0 Experience 4.0 2.0 3.0 IoT 4.0
- 4. CAN I GET SOME ServicePleaseData without Context is Useless
- 5. CAN I GET SOME ServicePlease Virtual Assistant Hype? 息 2018 Gartner, Inc. All rights reserved. By 2021, 15% of all customer service interactions will be completely handled by Artificial Intelligence.
- 6. CAN I GET SOME ServicePlease Why bots? Optimize Customer Experience Provide methods to ideally maneuver customers throughout my business with a minimum loss of efficiency Assure seamlessness of experiences are maximized Optimize Usage of Self-Service Increase use of existing resources of information Direct enquiries to the optimal source for self-service Apply latest technologies to advance the use of all available sources Optimize Usage of Resources Apply the best decisioning when assigning work to resources Utilize the ideal tools to maximize the application of resources Provide resources access to information with minimum of effort
- 7. CAN I GET SOME ServicePlease Why now? Google Trends: Chatbot
- 8. CAN I GET SOME ServicePlease Q: How important is customer experience in each of the following industries? Q: How would you rate the customer experience in each of the following industries today? Experience & Expectation Gap Source: PwC Future of Customer Experience Survey 2017/18
- 9. CAN I GET SOME ServicePlease Bots Examples Bot Recommender Mutual Learning Trust Pharma Logistic Live Agent Live Agent Government BotBot Bot
- 10. CAN I GET SOME ServicePlease Human & Machine
- 11. CAN I GET SOME ServicePlease Bot progression Example of healthcare bots? Bots taking my job? Google Trends: Employee Experience
- 12. Agent accelerators speed up live interactions
- 13. 13 Use Case FAQ & User Support (voice enabled) Virtual Assistant provides employee access to FAQ, providing direct assistance via tablet application. Routes any additional assistance needs to live agents.
- 14. 14 Use Case Holiday Bookings FAQs Virtual Assistant provides client with FAQ, logs reservations, and identifies & routes any upgrade or buying signals to live agents based on Natural Language triggers.
- 15. CAN I GET SOME ServicePlease
- 16. CAN I GET SOME ServicePlease General bot Web linking No live support Offers 24/7 support Improved intent identification Expand use cases Multilingual support Seamless to live support Response learning Escalation to live voice/video Case handling Collectively complete an application Arrange for call back Proactive bot support Chatbot Progression
- 17. Limited to a few, simple processes Not "engineer-driven" but customer-oriented approach Do not want to save the world right away Clearly communicate what it does and offers and what it doesnt Avoid German Over-Engineering Harald Henn Marketing Resultant GmbH
- 18. CAN I GET SOME ServicePlease Designing for the Customer
- 19. CAN I GET SOME ServicePlease Q: How important do you think each of the following? Q: Which of the following things are worth paying more for? What Customers value Source: PwC Future of Customer Experience Survey 2017/18
- 20. CAN I GET SOME ServicePlease 3 Takeaways
- 21. CAN I GET SOME ServicePlease Thank you Andrew Maher Customer Experience Evangelist @serviceplease20 http://de.linkedin.com/in/andrewfmaher/