Hello, Watson here! Michael Adler
The world is changing fast.
Contact Centers are managing more channels
7B
81%
2.5B
74%
mobile devices world-wide; 1B+ of them smartphones
say mobile is fundamentally changing how they do business
active Facebook, Twitter, and YouTube accounts
of Millennials believe technology makes life easier
History of Self-Service 1961 Tone Dialing
1970 Airline Ticketing
1972 ATM
2002 DVD Kiosk
1973 Pay at Pump 1999 Online Check-in
Digital Self-Service Channels Web
Kiosk
Forums
IVR / ASR
SMS
Mobile Apps
Digital Self-Service Channels Web
Kiosk
Forums
IVR / ASR
Functions » » » » »
Management Help SMS Service Ordering Recommendation
Mobile Apps
What’s the end-game?
Satisfying Customers » Bank A/C Management » Airline Service
or
Frustrating Customers » Limitations of Touchtone IVR » Supermarket Self-Checkout » Support by Forum
Cognitive Self-Service
Contact Center Agent
In-Store Rep
Concierge
Cognitive Self-Service
Personalize every interaction
Conduct conversations
Provide assurance
Industry Examples GenieMD
AstorTel
Wayblazer
Personal Bank
Resolve issues faster
From:
To:
Self-service
Level 1 Live Agents
Self-service
Level 1 Live Agents
Level 2 Live Agents
Level 2 Live Agents
Resolve issues faster Improve
Reduce
Increase
Reduce
Customer Satisfaction & Trust
Operating Cost
Opportunities To Sell
Customers At Risk
A 1% improvement in FCR = 1% improvement in customer satisfaction
On average it takes 1.4 calls to resolve a customer problem
When a customer call is resolved the customer cross-selling acceptance rate is increased by 20%
If the customer’s inquiry or problem is resolved in the first call, only 1% of those customers are at risk to go to your competitors
Watson Engagement Advisor Customer Interaction Channels
Web
Watson DeepQA
Smartphone
Watson Dialog Services
Tablet
Documents (Corpus)
Watson Curator Collections
Core Engine
Knowledge
Beginning the Cognitive Journey Three Key Phases
1
2
3
Cognitive Value Assessment
Configure and Train
Deploy and Manage
Thank you.