Ask the Experts: Conversational AI Automation Step-by-Step
- 1. ASK THE EXPERTS: CONVERSATIONAL AI AUTOMATION STEP BY STEP C U S T O M E R S P O T L I G H T Purchasing Power’s Journey to Virtual Agents CMO SmartAction Brian Morin Director, CX Process/Initiatives Purchasing Power Tiffany Anderson
- 2. AI-Powered Virtual Agents for Omnichannel Self-Service What We Do Our Mission To make life less hard® for enterprises and their customers #1 Rated Solution on Gartner Peer Insights Achievements Founded as AI research firm & headquartered in Los Angeles, CA Company 100+ customers across 12 industries About SmartAction
- 3. ©SmartAction© SmartAction Tiffany Anderson Director, CX Process/Initiatives Email tanderson@purchasingpower.com LinkedIn Tiffany Anderson SERVICING CUSTOMERS: DELIVER A GREAT CX WHILE LOWERING COST o Financial benefit, e-commerce platform o Enable financially distressed employees to responsibly purchase o 1 Offshore BPOs, 1 Domestic Contact Center o Customer Level of Effort
- 4. ©SmartAction© SmartAction o Conversational Front Door o Identification & Authentication o Order Management o Account Management o Billing/Payment Management WHAT CONVERSATIONAL AI AUTOMATES TODAY AT PURCHASING POWER
- 6. Hesitations Would it actually deliver on its promise? Will we see the expected ROI? Do I want to hand off my CX to a machine? How would this impact our CSAT?
- 7. ©SmartAction STEP #1: Identify the Perfect Fit for Virtual Agents
- 8. ©SmartAction© SmartAction HOW DOES THE SELF-SERVICE SOLUTION WORK?
- 9. ©SmartAction STEP #2: DIY or Partner?
- 11. Decrease in costs Call volume deflection Increase in NPS Key Results / Observations 20% 17%25%
- 13. Conversational AI is not a product It’s an iterative process that requires care and feeding Conversational AI Solution Design Use Case Mapping Enhancements & Upgrades Reporting & Analytics Project Management Training & Tuning TechnologyTechnology Services
- 14. Best-of-Breed CX Team Automate more without sacrifice one once of CX AI Automation Assessment Solutioning & ROI Project Management Client Advocacy CX Design & Strategy Analytics & Tuning Liam Solutions Expert Charles CX Consultant Marilyn Customer Success Mark CX Design Arnold Project Manager Eli Customer Insights Quality Assurance Ryan QA CX TEAM
- 17. What Is The Best Part About Working With Smartaction?
- 18. Life Less Hard™ Proven Conversational AI Top-Rated Solution by Analysts & Peers | 16 Case Studies | >100 Use Cases in 12 Industries Outsource Instead of DIY Automation as a Service | Human-centric Design from a Team of CX Experts Low Risk Implementation Nominal Setup Fee | Simple Usage Pricing | No Hidden Fees | Fast ROI Why Customers Choose SmartAction
- 19. Next Steps info@smartaction.com o Discover the call/chat types perfect for automation o Discover expected completion rates o Discover expected call volume deflection o Calculate projected RPO o Roadmap for additional information Free AI–Readiness Assessment Request Demo or What You’ll Get By 2020, 85% of the customer experience will be managed without humans.