The Inner Circle Guide to AI, Chatbots & Machine Learning Sponsored by The Inner Circle Guide to AI, Chatbots and Machine Learning © ContactBabel 2019 Please note that all information is believed correct at the time of publication, but ContactBabel does not accept responsibility for any action arising from errors or omissions within the report, links to external websites or other third-party content. 2 Understand the customer experience with the power of AI Employees Customers Businesses Increase agent Elevate customer Gain improved engagement experience VoC insights Artificial Customer Machine Intelligence surveys learning Recorded CRM VoC calls notes analytics Social media Chatbots Surveys opentext.com/explore CONTENTS Contents ..................................................................................................................................................... 4 Table of Figures ........................................................................................................................................... 6 About the Inner Circle Guides ..................................................................................................................... 7 AI: Definitions and Terminology ................................................................................................................. 9 Definitions............................................................................................................................................. 11 Use Cases for AI in the Contact Centre ..................................................................................................... 15 Improve Self-Service and Assisted Service ............................................................................................ 15 Self-Service ....................................................................................................................................... 15 Assisted Service................................................................................................................................. 19 Improve Digital Channel Experience & Decrease Cost Per Contact....................................................... 22 Improve Web Chat ............................................................................................................................ 25 Improve Email Response ................................................................................................................... 28 End-User Question 1: ............................................................................................................................ 30 How do we measure the ROI of AI? Are there any quick wins we can use to show our senior management? ....................................................................................................................................... 30 Predict & Discover Patterns through Analytics ..................................................................................... 31 Real-time Speech Analytics ............................................................................................................... 31 The Use of Analytics & AI in Card Fraud Reduction and Identity Verification ................................... 34 Discovery .......................................................................................................................................... 36 End-User Question 2: ............................................................................................................................ 37 Solutions such as speech analytics and knowledge bases / case-based reasoning have been around for a long time. What’s so different about AI? ........................................................................................... 37 Optimize Business Processes ................................................................................................................ 38 Robotic Process Automation (RPA) ................................................................................................... 38 Improving the Customer Journey ...................................................................................................... 44 4 Improve Workforce Optimization & Training ........................................................................................ 45 Improve Routing Strategies & Outcomes .............................................................................................. 46 AI Implementation .................................................................................................................................... 47 End-User Question 3: ............................................................................................................................ 49 Does AI require replacement of any existing technology, or will it work alongside what we already have? .................................................................................................................................................... 49 End-User Question 4: ............................................................................................................................ 54 What are the steps we need to take to use AI in our contact centre? Where would be the best place to start? ..................................................................................................................................................... 54 Knowledge Management ...................................................................................................................... 55 End-User Question 5: ............................................................................................................................ 57 How much initial and ongoing effort/resource will AI require? Do we need a dedicated AI professional to keep everything running? ................................................................................................................. 57 The Effect of AI: Agent Replacement or Augmentation? ...................................................................... 58 Customer Opinion ................................................................................................................................. 59 Roadblocks and Pitfalls ......................................................................................................................... 61 End-User Question 6: ............................................................................................................................ 63 Is there anything that successful AI implementations / projects have in common? Any pitfalls to avoid? ................................................................................................................................................... 63 Current Use and Future Plans for AI ..................................................................................................... 64 The Future of AI in the Contact Center ..................................................................................................... 66 The View from CX Decision-Makers ...................................................................................................... 66 The Future Role of AI in the Contact Center ......................................................................................... 68 About ContactBabel .................................................................................................................................. 69 5 TABLE OF FIGURES Figure 1: Overall proportion of calls handled entirely through self-service (only in respondents which offer telephony self-service) ..................................................................................................................... 15 Figure 2: Proportion of self-service sessions ‘zeroed-out’ to an agent ..................................................... 16 Figure 3: Reasons for abandoning self-service sessions ............................................................................ 17 Figure 4: Web self-service methods, by contact center size ..................................................................... 18 Figure 5: Proportion of callers that have tried to answer own queries through web self-service before calling ........................................................................................................................................................ 20 Figure 6: Why customers move from web self-service to live telephony ................................................. 21 Figure 7: Current use of digital customer service channel solutions ......................................................... 22 Figure 8: Cost per inbound interaction (phone, social media, email & web chat) .................................... 23 Figure 9: Human and AI email and web chat handling .............................................................................. 24 Figure 10: Average length of a web chat................................................................................................... 25 Figure 11: What proportion of emails are answered successfully and completely within these timescales? (2010-18) .................................................................................................................................................. 28 Figure 12: Usefulness of real-time analytics ............................................................................................. 33 Figure 13: Selected performance metrics, by number of in-call or