ARTIFICIAL INTELLIGENCE FOR ENTERPRISENovember - 2016

TICKETMASTER INTERNATIONAL

TICKETMASTER INTERNATIONAL

BRUNO MARS – 21/11

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Web Traffic – Ticketmaster.co.uk

Calls

Calls Offered to UK ACD

RISK/REWARD/OUTSOURCED BUSINESS MODEL

FAST MOVING & UNPREDICTABLE MULTI-LANGUAGE, MULTI-CURRENCY GROWTH MOSTLY BY ACQUISITION INCREASINGLY COMPETITIVE RELENTLESS SHIFT TO DIGITAL…

OUR BUSINESS

AUTOMATION & CUSTOMER SELF-SERVICE

REDUCING CUSTOMER EFFORT

ITS ALL ABOUT SUPPORTING CUSTOMERS DIGITALLY… MOVING SUPPORT ONLINE WITH THE

CUSTOMER AIMING FOR A SEAMLESS, SINGLE SUPPORT

PROCESS

OUR ONLINE EVOLUTION

Keyword search knowledge base

FAQ’s

Natural Language Processing11 Languages

Conversational knowledge baseAvatar/chatbot

ORIGINAL CUSTOMER SERVICE SOLUTION

INTELLIGENT ASSISTANTS – TURKEY TRIAL

OBJECTIVESIncrease Online Sales

Increase customer self-service

Reduce agent interactions

INTELLIGENT ASSISTANTOnline Sales Support

Offer of assistance after a specified amount of time is spent on the same page (configurable).

12If user accepts, Avatar is deployed to answer any questions the user may have.

3INTELLIGENT ASSISTANT

Automated Deployment

If Avatar is unable to answer the user’s question, they may be offered a contact form…

4INTELLIGENT ASSISTANT

Automated Deployment

The user completes this pop up form, which creates a support ticket within Inbenta.

If Veronica is unable to answer the user’s question, they may be offered a contact form…

5INTELLIGENT ASSISTANT

Agent Supported Deployment

Alternatively, if available, they may be connected to a live support agent.

CUSTOMER EXPERIENCE PROCESS

Avatar Deployed

Help Request Resolved

Live Agent Deployed

Proactive Support

Self Serviced

Web Form

Support Ticket Created

Help RequestResolved

Contact Disposition

Help Request Resolved

Reactive Support

KnowledgeBase

KnowledgeBase

TRIAL DATAAUGUST 2015 – OCTOBER 2016

ONLINE SALES CONVERSION

847K AVATAR SESSIONS/3.6K LIVE AGENT SESSIONS

AVATAR CONVERSION IMPROVEMENT >400%

AVATAR TO CHATBOT

OTHER MEASURES OF SUCCESS

99.4%SELF SERVE

86%FIRST SEARCH

RESOLUTION

-7.3%TOTAL CALLS

+30%CALL CONVERSION

CONTACT DISPO’s DRIVING TECH IMPROVEMENT & CX

EMAIL REDUCTION-15%

OUR NEXT STEPS…

12 MARKETS LIVE, 4 IN PIPELINE

EXPERIMENT MAKING SUPPORT MORE VISIBLE

MOBILE SITES

CSAT SURVEYS/CUSTOMER EFFORT SURVEYS

TARGETED UPSELLS

QUESTIONS ?