12
Man v Machine – Over 20 years
1,000,000,000,000,000,000,000,000,000,000,000,0
00,000,000,000,000,000,000,000,000,000,000,000,
000,000,000,000,000,000,000,000,000,000,000,00
0,000,000,000,000,000,000,000,000,000,000,000,0
00,000,000,000,000,000,000,000,000,000,000possible positions
The power to compute puts it into perspective
No of variables to Compute
that’s more than the number of atoms in the universe, and
more than a googol times larger than chess.
What does that mean
for Customer Service?
• Power of computing
• Balance between automated and
attended
• Consumerisation of technology
• Customer empowerment and
mobility
WILL ROBOTS REPLACE
Humans
• Speech analytics
• Omni- channel
• Speech automation
• Big data automation
• The experts
Opportunities
Digital Predictions• Apply technology to the
front- end customer
experience (back end
automation-oriented)
• Adapt to the digital customer
for new growth opportunities
– social communities,
knowledge bases, omni
channel strategies
• Created a set of
technologies and technique's
and integrate so your entire
organisations are
responsible for digital
initiatives
• Be proactive with big Data ROBOTS EMBRACE:
Digital DNA
Your phone is part of your digital fingerprintAre you making the most of your customers digital fingerprint…
Passive & active digital footprints
I o T – Internet of Things
• Proactive connection less interaction with
humans
• Let your technology equipment work for
you
Who are you really
speaking to
• Connection with
customers
• Immediate answers
• Speech analytics
• Access anytime,
anywhere, anyhow
• Intelligent insight
ROBOTS WILL EMBRACE:
Virtual agent
Already using
Robots for
specific tasks• Empower self
service
• Free customers
from complexity
• No agent interaction
– reduced costs
ROBOTS WILL EMBRACE:
Empowerment
Self-Service
options
Pro-active
notifications
Interaction
Forums
Knowledge
Management
FAQs
Agent of the future
• Primary role – Solve
large complex problems
• Analytics and big data –
speech analytics
• The Expert – empathy is
more important than ever
• Voice and webchat - Will
still be key
ROBOTS WILL NOT TAKE OVER AS
The agent of the
future
How can Enghouse Interactive help
Size doesn’t matter – flexible solutions for all - by offering modular contact
centre, quality, self service and integration solutions for today and into the
future.
Embrace the technology and use robots where you can but reinvest the
money savings into customer experts and customer intelligence.• Start using Virtual agent or simple automation to reduce time
• Empowerment for customers to self serve with technology to reduce customer frustration
• Connect your enterprise so everyone is responsible for customer service
• Digital DNA – Look at your companies and customer digital footprint and
intelligence to proactively communicate with customers.
Retrain your agents for the future – to become an expert
