The Future of Customer Experience - SmartAction...Researching AI Implementing Bots 2016 2020...
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• Authentication • Routing • Orders • Appointment Scheduling • FAQ How Companies Are Preparing 2000% JUMP Researching AI Implementing Bots 2016 2020 Handling All: Simple to Complex, Repeatable, Process-Driven PEER INTO THE OF CUSTOMER EXPERIENCE FUTURE • Troubleshooting • Payment Processing • Surveys • Reminders What Machines Are Doing Handling Human Only • Upselling • Empathy Situations • High Value Engagements Find Out What Customers Want Research Technology Implement GO! 1 2 3 4 Developing a Roadmap NON- HUMAN 8 5 15 HUMAN What Humans Are Doing % % SAY 6 2 % The New Competitive Battleground Contact Center Customer Experience will overtake price and product as key brand Contact Center differentiator. Product Price WARNING If you don’t follow suit, you’ll soon be far behind and unable to compete. The technology you need to be competitive and successful in 2020 is available today and ready to implement. 2020 Start Today Artificial intelligence Fast-To- Market Scales to Your Business Automating Customer Service. Intelligently. 2 0 2 0 AI Process Automation Virtual Agents Bots 1 1 1 2 3 1: Gartner 2: Deloitte 3: Walker
Transcript of The Future of Customer Experience - SmartAction...Researching AI Implementing Bots 2016 2020...
• Authentication• Routing• Orders• Appointment Scheduling• FAQ
How Companies Are Preparing
2000%JUMP
Researching AI Implementing Bots
2016 2020
Handling All: Simple to Complex, Repeatable, Process-Driven
PEER INTO THE
OF CUSTOMEREXPERIENCE
FUTURE
• Troubleshooting• Payment Processing• Surveys• Reminders
What Machines Are Doing
Handling Human Only
• Upselling• Empathy Situations
• High ValueEngagements
Find Out What Customers Want
ResearchTechnology
Implement
GO!
1
23
4
Developing a Roadmap
NON-HUMAN
85 15HUMAN
What HumansAre Doing
%%
SAY62%
The New CompetitiveBattleground
ContactCenter
Customer Experiencewill overtake price and product as key brand Contact Center differentiator.
Product
Price
WARNINGIf you don’t follow suit, you’ll soon be farbehind and unable to compete.
The technology you need to be competitive and successful in 2020 is available today and ready to implement.
2020
Start Today
Artificial intelligence
Fast-To-Market
Scales to YourBusiness
Automating Customer Service. Intelligently.
2020AI Process
AutomationVirtual Agents Bots
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1 1
2
3
1: Gartner 2: Deloitte 3: Walker
