Académique Documents
Professionnel Documents
Culture Documents
Ben Williams,
Fujitsu Group,
CTO
Alex Black,
Enghouse
Interactive
CTO
AGENDA
ChatBots and AI - Is there really a place
for them in the contact centre?
Alex Black, Enghouse Interactive, CTO
Audience Debate
What do customers really want in the
digital age?
Jeremy Payne, Enghouse Interactive, VP of Marketing.
.
Would like to gain your thoughts
ChatBots and AI
Is there really a place for them
in the contact centre?
Alex Black, Enghouse Interactive, CTO
Looking Back to
Look Forward
We All Like to
100%
90%
Interact in Our
80%
70%
Own Way
60%
50%
40%
30%
20%
10%
0%
Social Media Mobile Email Phone Web chat Other
Application
Right now there seems to be a great deal
of focus on the millennial population
• This seems to be distorting the whole debate in
many instances
Some Thoughts on
Omni-channel and Every layer in the population is important
Customer to consider
Segmentation
You really do need to fully understand the
markets you serve and interact with them
appropriately
• Despite what you hear, voice isn’t going away any
time soon!
There is a broad adoption of sophisticated
access devices across the age spectrum
• This provides a very strong platform for [self-
service] customer interaction
Impact of
Mobilisation on Despite Mrs Black’s best efforts, IVR is not
Customer dead!
• The general IVR is still being used to very great
Interaction effect
• However, it has been developing to add support
for other [mobile] technologies
• SMS notification
• ‘Visual’ IVR applications
• Chatbots
The Role of Social
Media in Customer
Interaction
Factors to Consider in Adopting New Technology
S P R
What is the most important resource, technology or
people?
Factors to Consider in Adopting New Technology
S P R O
Thank you
POLL
Would like to gain your thoughts
The things to watch out
for when building an
AI and ChatBot strategy
for your customers
Ben Williams, Fujitsu Group, CTO
• Fujitsu is the leading Japanese information and
communication technology (ICT) company
Business
communicate electronically rather than over
the phone.
Choice &
Service Intelligence
Simplicity Be Better Context
To Support
A Consistent Role relevant
the User A Familiar User
User Experience Services
Interface
Social Command
Centre
• Art of Conversation (NLP)
Virtual Agents
• Global Content
• Customer Specific Content (Customer,
Department….)
• Content Gathering
• Identify knowledge sources
• 12 weeks initial learning
• Top 25% incidents & requests
• More than glorified knowledge search
• Multi-lingual support
• Integrated and automated
• Cater to your user base
Virtual Agent Challenges
• Driving Adoption & Utilisation
• Data Security
“I need this problem fixed.” “Thanks for helping me.” “What problem?”
UK Gov Customer User Journey with Performance Data
Actual Numbers Jan -
58.4% Sept 2017
Resolved
Service Desk Agent (Agentless)
Scheduled
52.2% of all contacts Call Now Live Web Chat
Call Back
resolved using self-service 18.0% 80.8%
1.2%
1. Technology isn’t the problem, it’s
people, process and strategy
2. Connectivity to your contact centre
Things to think and human agents transferring all
about when interaction
building a ChatBot 3. Content, resources, information
& AI strategy overload
4. Security – Who is accessing your data
5. How do you monitor your Bots and
continuously update?
Thank you
https://digitalworkplace.global.fujitsu.com/wp-
content/uploads/2018/05/4256_SCC_Vision_SC
REEN_v3.0.pdf
Our Approach
ChatBots and AI
Resources
What do customers
really want in the
digital age?
Any questions