Can a BOT save your customer care?
Intervento di Francesco Pallanti in Expert Room - L’idea di utilizzare BOT all’interno della gestione del customer care è una tentazione sempre affascinante che lascia sempre spazio a scenari di immaginifico futuribile. Ormai, come scritto anche da autorevoli testate tech (techcrunch su tutti), i BOT sembrano essere diventati la panacea di ogni male, la soluzione ideale per ogni problema. Il tema dei virtual assistant non è certo nuovo, quello che di nuovo abbiamo oggi è un cambiamento radicale dello scenario tecnologico, grazie a tecnologie come Machine Learning, Natural Language Processing ed Intelligenza Artificiale diventate finalmente alla portata di qualsiasi azienda. Ma allora: aggiungere BOT al tuo servizio clienti è una scelta vantaggiosa, oppure è meglio evitare uno scenario che, nella mente dei manager pessimisti, finisce per somigliare al film Rise of the Machines..? http://chorally.it/un-bot-puo-salvare-il-vostro-servizio-clienti/
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Can a BOT save your customer care?
- 2. THE DREAM WORLD OF FRICTIONLESS INTERACTIONS
- 3. BUT
- 4. YOU CAN HARDLY SEE IT WORKING Contact centers can’t lower costs and quality to keep up with social media and digital interactions An engaging CX require proper use of speed and human touch while being reactive to escalate crisis IT architectures (channels and legacy CRMs) are not designed for current demand of interaction 1 2 3
- 5. UNLESS
- 7. Where there was CRM, now you need an engagement center Connect every customers Interact with meaningful conversation Evolve to Omnichannel
- 8. WHY CHORALLY? Smarter routing with customers identity match, hyper-profiling and machine learning interaction analysis Address all digital interactions connecting and publishing to 20+ channels and media Open architecture to quickly orchestrate collaborative workflows among BOTs, agents and corporate teams. Crowdsource support from engaged and reliable customers within your community Understand root-cause of satisfaction and how to make it better with our built-in engagement analytics
- 13. Computers are incredibly fast, accurate, and stupid. Human beings are incredibly slow, inaccurate, and brilliant. Together they are powerful beyond imagination. Albert Einstein – CRM Visionary, 1879-1955
- 14. THE VALUE OF A SOCIAL PRESENCE
- 15. THE VALUE OF A SOCIAL PRESENCE
- 16. THE VALUE OF A SOCIAL PRESENCE
- 17. Potential value creation enabled by Chorally Up - Crossing Selling upside Customer Service operative costs saving Return on Investment in Chorally20x Business case built on Customer Service dealing with 100k digital inbound and 300k digital outbound contacts per year. 110% 70%
- 18. Chorally Success story before social channels managed by marketing or not at all. - time to response > 1 day - escalation managed by email - fragmentation in customers data our solution Multichannel case management with multiple Twitter and Facebook accounts integration. Ranking, routing, mobile app. Customer/employee collaboration with 10 man years for price of one and high customer satisfaction using 3xperts. after 800 agents using the tool to manage the page. 55 customers involved in the social care process. 100.000 users now using social channels. Time to response around 5 min. 10x cost reduction in managing issue H3G customer service ratings rise from bottom to top in independent survey. H3G 4th largest Italian telco-challenger with 11% market share. 8 million mobile phone customers.
- 19. Business case 4th largest Italian telco-challenger with 11% market share. 8 million mobile phone customers. H3G Quantifiable benefits 1 2 Reduction in FTE: 3-5 worth € 4 Million Churn reduction 20% worth € 2 Million Upsell up 15% worth € 3 Million3 Time to breakeven: 4 months First year ROI: 224% Other benefits