Post on 27-Jun-2020
TECH TANK Keren Dobkovsky
Abrahami, Product
Manager, Jacada
Adam Aftergut,
Product Marketing
Manager, NICE
Jordan MacAvoy, VP
of Marketing, UJET
Customer
Delight - Live
Demonstrations
of Breakthrough
Innovations
What Makes a Chatbot
Exceptional?
Presented By: Keren Dobkovsky Abrahami
Product Manager
kdobkovsky@jacada.com
3
PA R T N E R S A W A R D S
INTELLIGENT ASSISTANT
ENTERPRISE APPS INTEGRATIONS
DIGITAL ADOPTION
CONTACT CENTER OPERATIONAL EFFICIENCY
REAL TIME AUTOMATION
L E A D E R S I N
AGENT PRODUCTIVITY
TELECOMMUNICATION
INSURANCE
BANKING & FINANCE
M A I N V E R T I C A L S
RETAIL
HEALTHCARE
TRAVEL
MOST of 1st generation failed
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.4
http://www.dailymail.co.uk/news/article-
5480533/Codi-virtual-moron-Telstra-chatbot-
slammed-useless.html
It’s not only about the NLP or AI,
That’s only one aspect.
What Makes A Chatbot Exceptional?
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.5
The Important Question is…
Is it really geared to fully address the
customers needs?
Automation PlatformFrom Assisted Service to Self Service
We support every step in the business journey to autonomous CX
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.6
UNIFIED
DESKTOP
AGENT
GUIDANCE
DESKTOP
AUTOMATION
AGENT
ASSISTANT
CUSTOMER
ASSISTANTVISUAL
IVR
ASSISTED SERVICE SELF SERVICE
A U T O M A T I O N P L A T F O R M
ROBOTIC PROCESS AUTOMATION BOT FRAMEWORK AUTOMATION FLOW DESIGNER INTEGRATION CENTER NLP
CRM BILLING ERP KNOWLEDGE MANAGEMENT INVENTORY TELEPHONY WFM IVR LIVE CHAT
Intelligent Assistant
7
Personalized Customer Experience
NLP Agnostic - Dialogflow, Watson,
Wit.ai, MSFT, Amazon
Integration & Automation to any back-
end systems, that can be leveraged across
all channels
Build once and use in multiple clients, to drive
simplification and standardization across channels
1
2
3 Rich UI – adding forms, images,
videos, choice questions
4 Low coding to drive business agility
5
Business Agility
Integration & Automation
NLP & Cognitive Services
Intelligent Assistant | Run-Time Diagram
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.8
Let’s Check it out
Meet Joe, he uses DCM Travel to plan his travels.
Today, Joe is at Denver airport with his family returning from a vacation.
Weather isn’t great and his flight might be canceled.
• Interact Designer
• Interact Admin Console
• Agent Desktop
• Video
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.9
Thank YouThank YouContact me:
Keren Dobkovsky Abrahami
kdobkovsky@jacada.com
Jacada Intelligent Assistant
Bot Framework That Enables:
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.12
Customer Assistant Agent Assistant
Customer Assistant | Pivot Live Interactions to Self-Service
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.13
Mobile Web
Rich Conversational UI and
Guided Flows boost
engagement
Omnichannel Context and
Beacons enable personalized
bots
Engage across web, social,
messengers and personal
assistants
Contextual Escalation to live
agents
Personal Assistants &
Messengers
1
2
3
4
Agent Assistant | A Chatbot at your Agents ServiceStreamlined customer service, reduced training effort
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.14
Agents engage with a chatbot to get the
help they need in real-time
Robotic automation capabilities to automate
manual tasks, improving agent’s ability to
engage and delight the customer, while
increasing process accuracy velocity
Contextual & proactive real-time agent
guidance while interacting with customers
1
2
3
Agent Assistant can be used as a test-bed
before going live with Customer Assistant4 Agent View
We make contact centers smallerand customer experience better.
Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.15
ADAPTIVE PM: THE NEXT GENERATION OF PERFORMANCE MANAGEMENT
April 12, 2018
NICE positioned highest and furthest for its
ability to execute and completeness of vision
in Gartner's Workforce Engagement
Management Magic Quadrant.
Gartner: Magic Quadrant for Workforce Engagement Management, Jim Davies, Simon Harrison, Drew Kraus, February 06, 2018.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highestratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartnerdisclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.
access the
full report
here
PROGRAMS:
Plan & schedule
Interval training
Low-carb diet
RESOURCES:
Treadmill
Fresh vegetables
Sleep
Weights
Pilates
METRICS:
Distance:
Speed:
Flexibility:
Diet:
Blood pressure:
GOAL:
Run a marathon
(26.2 miles)
Adaptive goal…
Getting in Shape! – Run the Marathon
Strikes/ Fouls/Runs
Game Footage, Strategy Books
Weight lifting, stretching,
Catches / Throws to
base
Glove, ball, hat
Fielding practice
Get on base/Stealing
bases/Speed
Treadmill, Weights, Pilates
Interval Training, Running, Batting Practice
Adaptive Goal Attainment Process
ALIGN DRIVE GOAL
TeamChampions
INDIVIDUAL METRICS RESOURCES PROGRAMS
Low RPC CoachingLow Response
Coaching Impact /
Response Rate
Supervisor Dashboard,,
Coaching Impact Report
Coaching Improvement
Program; Best Practice Library Development
High CSATLow RPC
RPC, FCR, CSAT, Feedback,
RTA
Dashboard, Goals
Evaluations, Surveys, Peer
Coaching
Top Performer “Shadowing”
Program (Peer Coaching)
RPC, FCR, CSAT,
Feedback, RTA
Dashboard, Goals Evaluations,
Surveys, Coaching,
Gamification
(Coaching); Gamification
‘Quests
High RPC Low FCRLow RTA
Adaptive Goal: Increase Productivity by 10%
ALIGN DRIVE GOAL
INDIVIDUAL METRICS RESOURCES PROGRAMS
Productivity Up 10%
10%
2
1
GOAL SETTING
ALIGN DRIVE GOAL
2
2
ALIGN DRIVE GOAL
KPI TRACKING: METRICS
2
3
ALIGN DRIVE GOAL
ROOT CAUSE WITH ADVANCED REPORTING: RESOURCES
2
4
ALIGN DRIVE GOAL
COACHING EFFECTIVENESS: PROGRAMS
2
5
ALIGN DRIVE GOAL
E-LEARNING: RESOURCES
2
6
ALIGN DRIVE GOAL
GAMIFICATION WITH INCENTIVES: PROGRAMS
2
7
ALIGN DRIVE GOAL
GOAL ACHIEVED!
Team Jeff Metz achieved 1-month CSAT improvement goal
YOUR
NEXT STEP:
2
8
SCHEDULE
A DISCUSSION
ABOUT
ADAPTIVE PM
adam.aftergut@nice.com
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential
Tech Tank: Customer Delight with UJET
April 2018
Presented by UJET VP of Marketing, Jordan MacAvoy
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 30
Introduction
Jordan MacAvoy, VP of Marketing
● ~2 decades of experience in bringing innovative technologies to market
● Background: Marketing and Business Development
● Experience: ○ SaaS○ Big Data/Machine Learning/AI
○ Customer Communications
● Passionate about how technology can help businesses provide better
experiences to their customers
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 31
Customer support is the most intimate form of a brand experience
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 32
$62 billion is lost each year due to poor customer
service in the United States alone
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 33
Great customer service can be your differentiator
Delightful Customer Experiences Empowered Agents and Supervisors
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 34
First, we need to understand today’s customer...
We Live in a
Smartphone Era
The On-Demand
Economy
Empowered
Customer Bases
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 35
● Mobile devices are now the primary line of communication in US households
● Smartphone users will grow from 3.4B in 2016 to 6.3B in 2021● Time spent in apps will grow from 1.6T hours in 2016 to 3.5T in
2021.
We Live in a Smartphone Era
Cell phone-only
50.8%
Landline and
cell phone:
39.4%
Landline, no
cell phone:
6.5%
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 36
The On-Demand Economy is Here
And, it’s resetting expectations for the
customer experience
● $57 billion market and only 7%
penetrated
● The number of on-demand economy
(ODE) companies has grown nearly
300% in the last three years
● Not just for millennials—ODE is
expanding into every industry
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 37
Empowered Customer Base
The voice of the customer now has a direct and immediate impact on your brand
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 38
Support shouldn’t be thought of as a cost equation
It needs to be thought of as an experience equation
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 39
Support shouldn’t be thought of as a cost equation
It needs to be thought of as an experience equation
Of customers said they
would be more loyal
Would recommend the
company to others
Would use them more
frequently if they could
Would spend more money
with the business
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential
40
There’s a better way...Meet UJET!
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 41
UJET is the real-time communications platform that makes it easy for customers
and businesses to instantly connect so they can resolve problems faster.
Simple & Intuitive
Interface
Best in Class ROIFlexible, Reliable, &
Secure Cloud Platform
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 42
The UJET Communications Platform
Channels
Connection Points
Infrastructure & Architecture
Interface
Voice Chat
Cloud-Based Software Interface
Web In-App 1-800 Web In-App
APIs Out-of-the-Box Integrations Dashboards and Reporting
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential
43
Demo
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 44
The Customer Support team at SpotHero believes in providing their drivers exemplary customer
service. They had been frustrated with outdated and piecemeal telephony solutions that delivered
disconnected support experiences. When the opportunity arose to reevaluate the company’s current
platform, UJET was the obvious choice.
Customer Spotlight: SpotHero
50% savings in
telephony expense vs.
previous provider
20% decrease in telephony
training overhead due to
ease of use
50% reduction in
abandoned calls
70% reduction in per
minute voice charges
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 45
Learn more by downloading the success story, here:
https://go.ujet.co/ujet-spothero-success-story
www.getujet.com hi@getujet.com
© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential
46
Q&A Keren Dobkovsky
Abrahami, Product
Manager, Jacada
WWW.jacada.com
Adam Aftergut,
Product Marketing
Manager, NICE
WWW.nice.COM
Jordan MacAvoy, VP
of Marketing, UJET
https://www.ujet.co/
Customer
Delight - Live
Demonstrations
of Breakthrough
Innovations