© 2017 [24]7.ai, Inc.

Transforming the Digital

Customer Experience

© 2017 [24]7.ai, Inc.2

Vijai Shankar

Senior Director,

Industry Marketing

[24]7

The presentation and recording will

be sent to you after the webinar. It

will also be available on our website.

There will be a short Q&A period

after the presentation.

There is a short survey after the

live session. We would love to hear

your feedback!

© 2017 [24]7.ai, Inc.3

What is DIGITAL

TRANSFORMATION?

A. Connecting all digital customer touchpoints

B. Creating a personalized, predictive and

effortless customer service experience

C. Connecting all digital channels and devices

D. A nirvana that can never be achieved

E. My personal nightmare

© 2017 [24]7.ai, Inc.4

What is DIGITAL

TRANSFORMATION?

A. Connecting all digital customer touchpoints

B. Creating a personalized, predictive

effortless customer service experience

C. Connecting all digital channels and devices

D. A nirvana that can never be achieved

E. My personal nightmare

© 2017 [24]7.ai, Inc.

Does Digital Transformation Include…

• Artificial Intelligence

• Machine Learning

• Chatbots

• Chat

• Speech

• Agents

• C-level buy in

• Lots of buzzwords

• …5

© 2017 [24]7.ai, Inc.

Sound Impossible?

• It’s not!

• Cut through the hype

• Separate fact from fiction

• Utilize proven strategies

• Lend us your ear for the next

30 minutes and we’ll discuss

how to tackle this with 6 steps

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© 2017 [24]7.ai, Inc.© 2017 24/7 CUSTOMER, INC. 77

Achieving Success with

Digital Transformation of

Customer Service

© 2017 [24]7.ai, Inc.

© 2017 [24]7.ai, Inc.

• Build it once and leave it alone

• Added cost of doing business

• Takes years to implement

• No need to worry about maturity

• All about adding more channels

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Separating Myths and Facts

• Ongoing with continuous

optimization

• Decreases costs of customer

service

• Progress in months

• Have an overall vision

• Focus on journeys not channels

© 2017 [24]7.ai, Inc.

1. Defining the Vision

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Ongoing with continual opportunities to optimize

and improve the customer experience.

Use consumer-driven analytical insights

Empower customers to choose their channel

Automate customer journeys

Connect the conversation across channels, devices and time

Reduce voice calls and increase digital interactions

© 2017 [24]7.ai, Inc.

Connecting Journeys

10

“Hi PV, it’s nice to have you

back. Would you like to change

your reservation or make a

new one?”

POWERED BY [24]7

TIME

Across

DEVICES

CHANNELS

© 2017 [24]7.ai, Inc.

TIME

Across

DEVICES

CHANNELS

Connecting Journeys

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© 2017 [24]7.ai, Inc.

TIME

Across

DEVICES

CHANNELS

Connecting Journeys

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© 2017 [24]7.ai, Inc.

2. Drive Real ROI

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Designing and delivering digital customer

experiences drives real ROI.

Attract more customers and grow market share

Drive higher revenues

Improve or maintain margins

Integrate the customer lifecycle from pre-purchase

research through post-purchase service engagements

© 2017 [24]7.ai, Inc.

3. Take a Practical Iterative Approach

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Real progress can be seen in a few months.

Identify and analyze customer journeys

Select the right channel strategy

Assess the current technology environment

Automate journeys

Measure, analyze and optimize journeys

© 2017 [24]7.ai, Inc.

Understand Consumer Journeys In and Across Channels

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Using structured and unstructured data

to understand cross-channel leakage

patterns and user presence.

© 2017 [24]7.ai, Inc.16

Connecting Touchpoints

Customer

Authenticated IVR

Agent can push rich content to end user

Starts on web

Voice Agent

Existing IVRs can

only fall back on

voice agents as

“safety net”Authenticated

If agent assistance is

needed, full context transfer

accelerates resolution

Chat Agent

Voice Agent

Unified speech + visual

experience reduces

self-service effort

Presence determines

customer on website

concurrently

Escalates to IVR

© 2017 [24]7.ai, Inc.

Informational Transactional

Single-response

Task Complexity

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Automating Journeys

Conversational

Inte

rac

tivit

y

Complex Dialog“My Internet is slow”

Bot: diagnoses problem

General Answers (e.g. FAQ)“How do I change my Wi-Fi password?”

Targeted Answers“Where is the nearest retail store?”

Personal Transactions“I need to change my mobile plan”

“I want to pay my bill”

Personal Answers“How many prepaid mobile minutes do I have left?”

Complex Questions“I have an iPhone 6 and want to upgrade to the new 7”

“How much will it cost?”

Simple Dialog“How do I contact you?”

Bot: “Is it about billing, service or complaints?”

Guided Task Completion“I want to unlock my iPhone”

“I want to replace my SIM card”

© 2017 [24]7.ai, Inc.

4. Map the Transformation

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Having an overall vision helps with a maturity model.

© 2017 [24]7.ai, Inc.

Level 1: Multi-channel

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© 2017 [24]7.ai, Inc.

Level 2: Cross-channel

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© 2017 [24]7.ai, Inc.

Level 3: Omni-channel

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© 2017 [24]7.ai, Inc.

Level 4: Nirvana

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© 2017 [24]7.ai, Inc.

5. Understand Technologies that Transforms CX

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Selectively adding channels at minimal cost

as business evolves.

AI-based Chatbots

Integrate chat with chatbots

Digitize and modernize IVR

An AI and ML platform that leverages build once, deploy

anywhere approach

© 2017 [24]7.ai, Inc.

AI Chatbots and Chat

Chatbot either can’t answer the question

or you purposely don’t want it to

Seamless transition to a live chat

agent with the Chatbot conversation

Chat agent introduces himself and

repeats the customer’s intent

Chatbot and human Chat conversations

share the same form factor

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© 2017 [24]7.ai, Inc.

Digitizing Phone Channel

25

Welcome to Premium Airways, am I speaking to Sara Long?

Thanks. Are you calling about your flight back to New York on

Sept 2, 2017?

OK. Let me connect you with a live agent.

Yes.

Yes. I need to fly back on Saturday.

Yes.

Hi Sara, this is Susan, I can send you a text with a link with a list

of flights from San Francisco to New York on Saturday,

September 24, 2017 – is that OK?

OK, I’ve sent the link.

Premium Airlines:

premiumairlines.com/flights

Touch to return to call 0:12

Text Message

Tue, Sept 13, 11:38 AM

© 2017 [24]7.ai, Inc.

Touch to return to call 0:12

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Alright an email confirming those flight and car

reservation changes has been sent to the email address

on file. Is there anything else I can help you with?

Great, you are confirmed on Flight #731 from San Francisco

to York. Now our car rental partner Premier Rentals, shows

that you are renting a car in San Francisco. Would you like to

extend that rental through Sept 24th?

Got it, you should see the updated charge for your rental

reservation on your screen. Please press submit to

authorize this update.

The screen is showing the flights from San Francisco to New

York that have available seats. Please choose a flight.

No that’s it. Thanks.

Yes, I would.

premiumairlines.com/flights

Digitizing Phone Channel

© 2017 [24]7.ai, Inc.

6. Corporate Alignment

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Digital Transformation isn’t its own strategy, it has to be

aligned with the overall business strategy.

1. Link organizational teams – this is not a siloed project

2. Seek executive sponsorship – it will make your life easier

3. Be aware of changing mindset – this is new to most everyone

4. Connect technology siloes

5. Get access to the data you need

6. Use a sandbox to test

© 2017 [24]7.ai, Inc.

Learn from Others

• Don’t reinvent the wheel

• Learn from others that have done this

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© 2017 [24]7.ai, Inc.

Key Takeaways

Digital

Transformation

Transforming

every business

Future-Proof:

Build once,

deploy anywhere

Technology

AI, Chatbots,

Connected IVR

Strategy

Aligned with

business

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© 2017 [24]7.ai, Inc.

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Web: www.247.ai

Email: queries@247.ai

Twitter: @24_7_inc

Twitter: @vshankar05

LinkedIn: https://www.linkedin.com/company/24-7-inc

© 2017 [24]7.ai, Inc.32