20th September 2016 Graham Bragg
Intelligent
Customer Engagement
Made Easy
Mark Oppermann
Conversational Messaging will Change The Way You Engage with
Customers Forever
Messaging apps like Messenger, WhatsApp, iMessage, Viber and WeChat are the Future of Customer Engagement
Today’s
Discussion
• Conversations via Messaging Today, Tomorrow, The Future
• Artificial Intelligence AI, Machine Learning
Retail
Utilities
Travel & Hospitality
Webio
Team
Our
Experience
rise in
digital
interactions
87%projected
drop in voice
interactions
42%
Interaction is rising Voice is plummet ingBUTThe World of
Communications …
Changed Forever
“Mind the Gap”
Will All Businesses
Have Websites ?
Artificial Intelligence
Managing the Challenge !
• More Channels
• More Engagement
• More Conversations
• More Challenges Cognitive Services
Intelligent Use of AI
What Does This Look Like ?
• Inbound, Inbound and More Inbound
• Conversational Engagement
• Timing, Tempo and Content
• 1 + 1 = 3 Agents and AI Working together
• In-Conversation Propensity Scoring
• Triage your Conversations
The Future is Here!
..Just Not Fully Formed
Summary
• Engage with customers in channels they use
• All channels, all conversations in one place
• Be a more intelligent business ..use AI
Digital Journey
Customer Experience
Conversational
Interface
20th September 2016 Graham Bragg
Intelligent
Customer Engagement
Made Easy
Mark Oppermann
Thank You
