Support automation with chatbots | Erik Pfannmöller | Founder, Solvemate | DN18
- 1. Support automation with chatbots - make or buy dilemma and lessons learned
- 2. Erik Pfannmöller | Founder Serial Entrepreneur Canoe World Champion Father of three Math nerd Love keyboard shortcuts e.pfannmoeller@solvemate.com +49-151-234-32-054
- 3. Agenda 1. Make or Buy / 5 Lessons Learned 2. Structured answers / Solvemate
- 4. Agenda 1. Make or Buy / 5 Lessons Learned 2. Structured answers / Solvemate
- 5. We now live in an instant economy.
- 6. Whenever Wherever Instantly Time is the new gold.
- 7. The solution is possible. Machine Learning Instant messaging Instant support + =
- 10. SaaS vs. build inhouse? Go live time Go live todos Go live investment Ongoing costs Self service rate ROI 12 months 1-2 months 5 workdays 6 lines of code Hire Team, Design, MVP, Integrations.. negligible> 100K Min. 2 FTE software fee ??? > 80% > 2 years (if at all) < 6 months Build inhouse SaaS (Solvemate)
- 11. Core question to answer Is building bot building my company’s core competence?
- 12. 5 Lessons Learned on Support Oriented Chatbots
- 13. Lesson 1: Not every org qualifies
- 14. ★ High volume, inbound support per team Lesson 1: Not every org qualifies
- 15. ★ High volume, inbound support per team ★ Repetitivity Lesson 1: Not every org qualifies
- 16. ★ High volume, inbound support per team ★ Repetitivity ★ Solve the “need-agent cases” Lesson 1: Not every org qualifies
- 17. Lesson 2: Set goals
- 18. Lesson 2: Set goals I want
- 19. Lesson 2: Set goals I want… ...to offer a 24/7 support experience ...to reduce my contact ratio by 15% in 6 months ...to grow 50% revenue without hiring
- 20. Lesson 3: Calculate ROI
- 21. Lesson 3: Calculate ROI Initial setup costs + Gains from live phase - Costs from live phase = ROI
- 22. Patrick Waldhauer Director Operations @ eGym “We have 30% less cases in Salesforce than last year, while we have 40% more users.”
- 23. ROI Calculator for you http://medium.com/@epfannmoeller
- 24. Lesson 4: Integration is key
- 25. Lesson 4: Integration is key Not covered today
- 26. Lesson 4: Integration is key Not covered today
- 27. Lesson 4: Integration is key Not covered today
- 28. Lesson 5: Go live fast & iterate
- 29. Lesson 5: Go live fast & iterate You think what requests will come.
- 30. Lesson 5: Go live fast & iterate The reality.You think what requests will come.
- 31. Lesson 5: Go live fast & iterate Train a few solutions / intents only See what users truly want Incrementally add these solutions
- 32. Summary: 5 Lessons learned ★ Not every org qualifies ★ Set goals ★ Calculate ROI ★ Integration is key ★ Go live fast & iterate
- 33. Agenda 1. Make or Buy / 5 Lessons Learned 2. Structured answers / Solvemate
- 34. About Solvemate Located in Berlin, founded in 2015 Unique algorithm Solution handling 100.000+ request p.m. Customers on 3 continents
- 35. Solvemate enables endcustomers to get instant, self-service support through your own virtual agent.
- 36. Results. Huge resolution rate* > 80% Fastest resolution time ~12 seconds *on average, 13% of users that receive an answer opt for a handover to a human agent.
- 37. It started with a phone call...
- 38. Our virtual agents narrows down the number of possible solutions by asking smart multiple-choice questions.
- 39. +80% of customer support is like… ...finding the 1 out of 100 ”standard answers”
- 40. Lets play a game: Guessing a person
- 41. Sparkasse - “can’t log in”
- 42. Real-time predictions ● Smart multiple-choice questions narrow down the possible solutions ● Algorithm predicts the next best question in real time ● Solution provided and next steps proposed
- 43. Consumer Solves requests Frontend Algorithm Backend Algorithm CS Organisation Trains & configures
- 44. Get in touch. C O N T A C T Erik Pfannmöller Founder / CEO +49-151-234-32-054 e.pfannmoeller@solvemate.com
Editor's Notes
- #3: https://www.superoffice.com/blog/customer-service-benchmark-report/