How to Increase Fintech Contact Center Productivity
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Egeroo aims to help businesses deliver excellent customer experience through digital channels using an artificial intelligence-powered chat platform (1). Their solution combines a mobile-first chat interface, chat platform, and AI engine to support business goals (2). Egeroo's team has over 50 years of combined experience in contact centers and financial services requiring high-SLA systems (3).
How to Increase Fintech Contact Center Productivity
- 1. Datacomm Event OCT 29, 2019 How to : Increase Fintech Contact Center Productivity fernandes@egeroo.ai
- 2. Enterprise Chat Platform Egeroo aims to help businesses to deliver excellent customer experience and easy day-to-day operation in handling modern days digital customer interaction Artificial Intelligence We achieve this by delivering combination of : (1) Mobile first front-end for chat, (2) Chat Platform , and (3) Breakthrough A.I engine to support businesses achieve their goals in business interaction Experienced Teams Our team has total sum of more than 50 man years experiences in Contact center and Digital Financial Service that requires high SLA systems ABOUT EGEROO
- 3. ECOSYSTEM PARTNERSHIP Egeroo is among 2000 worldwide inception programme of NVIDIA of 2018 Nvidia has been a pioneer to focus on development of startup companies that developing AI based solutions for humanity advancement. This inception program selects some potential startup to be brought on worldwide AI community and business ecosystem. Egeroo is AWS Technology Partner in Indonesia. We develop in AWS as our platform to serve worldwide cloud market. We deploy our Robot Process Outsourcing (RPO) model utilizing AWS flexibility, robustness and security for our customers. Amazon Web Service Technology Partner WhatsApp Business Official API Reseller WhatsApp, as the largest user based instant messaging plays very important role in our ecosystem. To complete our solution, we also provide our customers with Whatsapp for Business Solution to enable them open new channel of Digital Interaction. WhatsApp
- 5. CONTACT CENTER FOR CUSTOMER 1 on 1 service Personalized & convenience service for customers, but too expensive for business. POJK: 77 /POJK.07/2016 - chapter 6 article 26 : Fintechs are required to provide Customer Service System.
- 6. FINTECH CUSTOMER Most are Digital savvy, millenial customers, who is very demanding with digital service Source: PwC Indonesia, Indonesia’s Fintech Lending, June 2019 BORROWER LENDER
- 7. possible interaction point TYPICAL FINTECH MODEL Source: PwC Indonesia, Indonesia’s Fintech Lending, June 2019
- 9. 1. LONG QUEUING LINE • The more customer acquired, the more agent required • esp. during Big Festival, Many unhandled call spikes, sometimes agent might be fatigue/ absent • Always on customer requires always on services (24x7 hrs) expected cost actual cost revenue Please wait, you are in queue line.. number 26
- 10. 2. ASYNCHRONOUS CHAT • Customer ask questions, but stopped in the middle of chat. • Agent has to close conversation to serve other customer. • Blast messages like Promo/ Info/ Notification, sometimes need interaction Rosy, I’d like to know more about your Income Protection product. My pleasure Sir, Our product AB, is a long-term insurance policy designed to help you if you can’t work because you’re ill or injured. Would you be interested if I help you to calculate the insurance premium? 12.34pm 12.35pm Hello, Sir.. Are you still there? 12.38pm
- 11. 3. LIMITED CAPABILITY CHAT SYSTEM • Typical free/ unlicensed chat system can’t support multiple agents, multiple channels, & organization structure. • Can’t connect to Main System to get data for customers. • Usually only support 1 channel, like only for for Web, for Messaging App must use another system.
- 12. 4. AGENT TRAINING & RETAIN IS EXPENSIVE • Contact Center Agent churn is high (for lower position: up to 25%, source: Dailypay, 2019) • Training is Expensive and Time consuming: typical 6-10 weeks (source: Loma, 2016) • Knowledge is attached to Agent, agent resign - knowledge gone • Repetitive work, no career development, excessive pressure
- 14. EMPOWER YOUR AGENT: SCOPE, PRODUCTIVITY & EFFICIENCY Personalized Automated Service Personalized & convenience, yet easy to use for customer: AI understand customer’s natural language. We create RooC to improve live agent experience, NOT replacing with standalone chatbot.
- 15. 1. SESSION-LESS EXPERIENCE Enhance from the old 1 on 1 session human model. Communicate with your customer in their convenience. service Live Agent Customer 1 on 1 session increasing customer = increase of agent Parallel Service: Increased productivity RooC will handle every communication without having to end the session. Result: Improved SLA, no queuing time for customer.
- 16. Agent monitoring Machine Learning Engine Composer, Outbound Knowledge Tree ConfigurationSimulatorChat HistoryReporting C h a n n e l M g t D a s h b o a r d 2. ALL MESSAGING CHANNELS IN 1 SCREEN 3rd party system Agents Customer Supervisor API API etc. Easily connect to multiple system through Application Programming Interface (API)
- 17. 3. EASY OPERATION - ASSIST & TRAINING RooC’s unique operation method gives protection to user experience & provide very easy training model. Live agent works RooC robot learns 1 RooC robot works Live agent verifies Semi automatic mode 2 RooC robot works independently Automatic mode 3 Learning phase
- 18. BETTER EXPERIENCE Knowledge Improvement Still simple for operation team. Let machine learning does the job. Growing knowledge means growing complexity. Robot learn full natural expression (sentence) from user. No guess based on keyword. Keyword based, user have to learn robot’s way of communication Communication Style User Experience ”Smart Chatting” experience, supported by live assistance. Often misundersood request. No live assistance. Method of training Training process very fast & simple, train from live environment, just by Customer Service agent. Training is complex & slow, Trainer better have A.I expertise to do the normalization. Most chatbot in the marketIntelligent Assistant RooC brings you better experience for both user sides.
- 19. HOW LONG DOES IT TAKE TO IMPLEMENT?
- 20. DEPLOY IN DAYS, GET SMARTER IN WEEKS FAQs will help faster start, On Job Training can give significant result in weeks.
- 21. WHY INTELLIGENT ASSISTANT? Understand human natural language (complex intent) Fast & very easy robot training On Job Training Understand Mixed Bahasa, English, Local dialect/ slang User Experience Training
- 22. THANK YOU contact@egeroo.ai 2019 Confidential document, property of Egeroo, do not duplicate or distribute without written permission from Egeroo