Bots4 good 22nov19 with forrester slideshare
- 1. Bots4Good Richard Farrell Chief Innovation Officer - Netcall Nov 2019
- 2. ©Netcall2019 www.netcall.com Introducing BOTS4GOOD LONDON NOVEMBER 2019 Richard has a rich and in-depth understanding of customer contact management. Over the past 20 years at Netcall, Richard has researched, innovated and delivered solutions that meet the needs and challenges that our clients face. He investigates and advises on changing environments, and technologies and trends. Richard Farrell Chief Innovation Officer Netcall
- 3. Are Bots already failing customers? BOTS4GOOD LONDON NOVEMBER 2019 Sadly, yes!
- 4. ©Netcall2019 www.netcall.com Customer service chatbots fail consumers today BOTS4GOOD LONDON NOVEMBER 2019 Customers are blocked from reaching agents. There are only • 5% with a chatbot on a mobile app • 4% with a chatbot on a mobile website 2 in 3 consumers are sceptical of chatbots • They don’t believe bots will deliver the same interaction as a live advisor. Forrester Infographic: Customer Service Chatbots Fail Consumers Today
- 5. ©Netcall2019 www.netcall.com Customers have gotten used to negative chatbot experiences BOTS4GOOD LONDON NOVEMBER 2019 • 54% feel negatively about bots • High consumer distrust • Be specific and outcome driven • Avoid experimenting on customers. Forrester Infographic: Customer Service Chatbots Fail Consumers Today
- 6. ©Netcall2019 www.netcall.com 5 steps to better outcomes BOTS4GOOD LONDON NOVEMBER 2019 Goals for your self-service Planning ahead It takes time Channels to use Routing and rescuing Vendor, open source or shared learning? Trips and tips
- 7. ©Netcall2019 www.netcall.com Self-service improves experience as it saves resource BOTS4GOOD LONDON NOVEMBER 2019 Help your customers to help themselves Team resources are stretched. Those who can should. BUT, the customer journey and experience should be the ultimate test. Routine requests sorted Free up resources when you automate routine tasks Reduce handling time Pre-handle the transactional and discuss the emotional Improve experience Deliver unambiguous information consistently Faster responses Eliminate the queue to allow instant access to information.
- 8. ©Netcall2019 www.netcall.com Planning ahead BOTS4GOOD LONDON NOVEMBER 2019 The journey to implement self-service needs to start before you choose the tech. Content management system Single source of all the data? Understand what people want to know Listen to your call recordings and create an information pathway Decide what is transactional and, importantly, what isn’t.
- 9. ©Netcall2019 www.netcall.com Channels to use BOTS4GOOD LONDON NOVEMBER 2019 Is this about you, or your customers. Do you know the channels they will expect? Omnichannel management How do you manage the queues? Telephony isn’t going away- embrace it Avoid channel prejudice Don’t make customers wait until they get home to contact you.
- 10. ©Netcall2019 www.netcall.com Conversational Messaging the way we communicate has changed BOTS4GOOD LONDON NOVEMBER 2019 Five billion messaging app accounts and growing! • Customers and patients use voice tools or apps to communicate with friends, family, and businesses. • They expect the public sector will do this too. Convenient Allow customers or patients to choose how they communicate with you Asynchronous Chat any time, anywhere in a way that is familiar to billions Personalised Deliver customers rich experiences that they’ll love Customer-Centric See the full context with single- threaded conversations per customer.
- 11. ©Netcall2019 www.netcall.com Social & SMS BOTS4GOOD LONDON NOVEMBER 2019
- 12. ©Netcall2019 www.netcall.com Web Assistant BOTS4GOOD LONDON NOVEMBER 2019 01 Beyond just web chat Provides website visitors with a one-stop self-service hub 02 Extend with home-screen apps Install home-screen apps from the app store or write your own 03 Asynchronous conversations Visitors can choose to chat in real-time or whenever is convenient to them 04 Host website authentication Verify a visitor’s identity when they log in to the host website.
- 13. ©Netcall2019 www.netcall.com Bots BOTS4GOOD LONDON NOVEMBER 2019 Build once, use across channels Create bot conversations that work seamlessly across channels Capture data and manage questions Automate the collection of customer data to save the time of your team members Follow up with actions Enrich the data in your other business systems • Such as your back office systems or NHS PAS.
- 14. ©Netcall2019 www.netcall.com Routing or rescuing BOTS4GOOD LONDON NOVEMBER 2019 • The ultimate routing point must always be an advisor • Make every step useful for the customer • Get the context to the advisor • If you are ‘rescuing’ a customer regularly, your bot needs revision.
- 15. ©Netcall2019 www.netcall.com Vendor, open source or collaboration BOTS4GOOD LONDON NOVEMBER 2019 • Cost of ‘not made here’ • Do you need NLU? (Natural language understanding)
- 16. ©Netcall2019 www.netcall.com Collaborate to empower your Developers BOTS4GOOD LONDON NOVEMBER 2019 Build your own Apps Make sure you can be part of a supported community Extend the Web Assistant home-screen Gain benefit from topical steering right from the first question Initiate processes with Bot actions Automate tasks end to end including front and back-office and remote teams.
- 17. ©Netcall2019 www.netcall.com Trips and Tricks BOTS4GOOD LONDON NOVEMBER 2019 Gain internal buy-in Listen to your advisors Design wide All ages & demographics matter Start simple and grow It will never be perfect Go for 80% of questions Don’t try to answer everything Set clear expectations Deliver an outcome each time Monitor continuously Update and train your bot quickly
- 18. Big benefits Forrester Infographic: Customer Service Chatbots Fail Consumers Today
- 19. Questions? BOTS4GOOD LONDON NOVEMBER 2019
Editor's Notes
- #5: Set up situation Talk about customer needs
- #7: Channels to use including Web assistant Routing and rescuing - Forrester research Testing Phase 2 of build Contracting
- #8: What are your goals Why and what do you hope to achieve Routine requests handled- this replaces a contact entirely Reduce handling time- transactional elements are handled by the bot but the emotional element of the call (and caller) has to be handled by a human, and cannot be handled by a bot Improve experience- information is uniform because it is given by the bot- ambiguities and accidental misinformation can be avoided Faster responses- you don’t need to queue for a chatbot
- #9: CMS – up to date - is your website ready - do you know the topics you manage on the website – what barriers do you have to an UpToDate website Understand what people want to know- research what customers really want from your contact centre Call recordings- this ties in with Liberty Converse- listen to call recordings to see the flow of questions people ask- so not just the individual questions, but the flow of questions What is transactional?- Make sure you don’t try to answer complex questions with a transactional answer- understand where the line is
- #10: CMS – up to date - is your website ready - do you know the topics you manage on the website – what barriers do you have to an UpToDate website Telephony- expect to use a voice bot- telephony usage is still the most popular channel Don’t avoid channels because you think they won’t be used- research what channels your customers want to use- for PS or Health there will be a wide demographic Getting home- make sure your customers can contact you from their mobile phones
- #15: Always have an end point being an advisor Don’t have any redundant steps, on the way to an advisor Make sure the agent has the info the customer has been asking about Your customer shouldn’t need to be rescued from your bot! That means you’ve built a bad-bot
- #16: ‘not made here – very clever people stating from scratch – isn’t it about the outcome
- #17: Subscribe your endpoint to Connect’s webhooks and leverage it’s API to build a diverse array of apps that connect your other business systems – from CRMs to marketing automation Add custom functionality to the Web Assistant home-screen by implementing Connect’s app lifecycle hooks in your own app and render content direct in the Web Assistant interface Enable your bot to automate tasks by implementing custom bot actions using Connect’s app lifecycle hooks
- #18: Focus your chatbot efforts internally. Chatbots can enhance the performance of your contact center agents and, as employees, those agents make an ideal (and captive) testbed for chatbot programs. This lets you learn how to build a great chatbot before exposing it to customers. • Start with simple questions and limited use cases. Chatbots fail when confronted with complex requests. Begin with easy tasks . . . even things that you could automate through other means, like an interactive voice response system or web form. Password resets, address changes, and shipment statuses are all examples of simple queries chatbots will excel at. • Set clear expectations with customers. Tell them upfront what the chatbot can and cannot do. Make it clear that you have human beings ready to help them if they want it.
- #19: Focus your chatbot efforts internally. Chatbots can enhance the performance of your contact center agents and, as employees, those agents make an ideal (and captive) testbed for chatbot programs. This lets you learn how to build a great chatbot before exposing it to customers. • Start with simple questions and limited use cases. Chatbots fail when confronted with complex requests. Begin with easy tasks . . . even things that you could automate through other means, like an interactive voice response system or web form. Password resets, address changes, and shipment statuses are all examples of simple queries chatbots will excel at. • Set clear expectations with customers. Tell them upfront what the chatbot can and cannot do. Make it clear that you have human beings ready to help them if they want it.