Intervento di Francesco Pallanti in Expert Room - L’idea di utilizzare BOT all’interno della gestione del customer care è una tentazione sempre affascinante che lascia sempre spazio a scenari di immaginifico futuribile. Ormai, come scritto anche da autorevoli testate tech (techcrunch su tutti), i BOT sembrano essere diventati la panacea di ogni male, la soluzione ideale per ogni problema. Il tema dei virtual assistant non è certo nuovo, quello che di nuovo abbiamo oggi è un cambiamento radicale dello scenario tecnologico, grazie a tecnologie come Machine Learning, Natural Language Processing ed Intelligenza Artificiale diventate finalmente alla portata di qualsiasi azienda. Ma allora: aggiungere BOT al tuo servizio clienti è una scelta vantaggiosa, oppure è meglio evitare uno scenario che, nella mente dei manager pessimisti, finisce per somigliare al film Rise of the Machines..? http://chorally.it/un-bot-puo-salvare-il-vostro-servizio-clienti/

2. THE DREAM WORLD OF FRICTIONLESS INTERACTIONS

3. BUT

4. YOU CAN HARDLY SEE IT WORKING
Contact centers can’t
lower costs and quality to
keep up with social media
and digital interactions
An engaging CX require
proper use of speed and
human touch while being
reactive to escalate crisis
IT architectures (channels
and legacy CRMs) are not
designed for current
demand of interaction
1 2 3

5. UNLESS

6. CHORALLY ENGAGEMENT CENTER

7. Where there was CRM, now you need an
engagement center
Connect every customers
Interact with meaningful conversation
Evolve to Omnichannel

8. WHY CHORALLY?
Smarter
routing with
customers
identity match,
hyper-profiling
and machine
learning
interaction
analysis
Address all
digital
interactions
connecting and
publishing to
20+ channels
and media
Open
architecture to
quickly
orchestrate
collaborative
workflows
among BOTs,
agents and
corporate
teams.
Crowdsource
support from
engaged and
reliable
customers
within your
community
Understand
root-cause of
satisfaction and
how to make it
better with our
built-in
engagement
analytics

12. ENGAGEMENT CENTER OVERVIEW

13. Computers are incredibly fast, accurate, and stupid.
Human beings are incredibly slow, inaccurate, and
brilliant. Together they are powerful beyond
imagination.
Albert Einstein – CRM Visionary, 1879-1955

14. THE VALUE OF A SOCIAL PRESENCE

15. THE VALUE OF A SOCIAL PRESENCE

16. THE VALUE OF A SOCIAL PRESENCE

17. Potential value creation enabled by Chorally
Up - Crossing Selling upside
Customer Service operative costs saving
Return on Investment in Chorally20x
Business case built on Customer Service dealing with 100k digital inbound and 300k digital outbound contacts per year.
110%
70%

18. Chorally Success story
before
social channels managed by marketing
or not at all.
- time to response > 1 day
- escalation managed by email
- fragmentation in customers data
our solution
Multichannel case management with multiple
Twitter and Facebook accounts integration.
Ranking, routing, mobile app.
Customer/employee collaboration with 10 man
years for price of one and high customer
satisfaction using 3xperts.
after
800 agents using the tool to manage the page.
55 customers involved in the social care process.
100.000 users now using social channels.
Time to response around 5 min.
10x cost reduction in managing issue
H3G customer service ratings rise from bottom to
top in independent survey.
H3G
4th largest Italian telco-challenger
with 11% market share.
8 million mobile phone customers.

19. Business case
4th largest Italian telco-challenger
with 11% market share.
8 million mobile phone customers.
H3G
Quantifiable benefits
1
2
Reduction in FTE:
3-5 worth € 4 Million
Churn reduction
20% worth € 2 Million
Upsell up 15% worth
€ 3 Million3
Time to breakeven:
4 months
First year ROI: 224%
Other benefits