Linda YeardleyeGain

@eGain

13 February 2019Linda Yeardley| Head of Digital Transformation, eGain

Beyond the Hype: Contact Centre AIThat Works!

About eGain

Founded 1997

Headquarters Sunnyvale, CA, USAOffices in EMEA and APAC

What we do Omnichannel engagement cloud solution

• Artificial Intelligence

• Knowledge management

• Digital engagement

• Analytics

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eGain Solve™ Customer Engagement Suite

Digital + Omnichannel AI + Knowledge Analytics + ML

eGain SuperChat

Chat | Messaging | ClickToCall

eGain Offers

eGain Cobrowse

eGain CallTrack

eGain Mail+Social

eGain Secure Messaging

eGain Notify

SMS | Email | Voice | Web

eGain Virtual Assistant

eGain AI+SelfService

▪ Virtual Assistants

▪ Widgets

▪ Content Offers

▪ Customer Portals

▪ Guided Help

eGain AI+Knowledge

▪ Agent Portals

▪ Guided Process

eGain Analytics

▪ Journey

▪ Digital

▪ Knowledge

▪ Operational

eGain ML Service

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McKinsey predicts that by 2030,

between 400 million to 800 million jobs

will be displaced worldwide due to

AI and automation

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Gartner predicts that by 2022…

72% of customer interactions will involve an emerging

technology such as machine-learning applications, chatbots

or mobile messaging, up from 11% in 2017

Application leaders will face the task of onboarding 12

immature but rapidly improving customer interaction channels

for CRM

Though the proportion of phone-based communication will

drop from 41% to 12% of overall customer service interactions,

a human agent will still be involved in 44% of all interactions

3 out of 4

interactions will

involve some

emerging tech

Today, the

average number

of channels is

under five

70% of human

agent

interactions will

be digital

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AI for customer engagement

Analytic insight

Language understanding

Reasoning-based inference

Machine learning

Understand -> optimise

Interpret customer intent

Determine correct response

Automate interpretation

and/or response

ML+AI+KB: Three Critical CapabilitiesSeamless orchestration for an easy, connected digital experience

Intent Classification Process Guidance

Machine learning drives intent classification

Learning bootstrapped and optimized with human-resolved chat transcripts

Mimics human triage based on confidence levels and contextual clarification

Seamless escalation to human assistance with context if intent cannot be established with enough confidence

Powerful AI engine drives parallel reasoning

Easily capture and maintain process and best practice knowhow

Next best step with conversational guidance for omnichannel engagement

OOTB data integration to ‘auto-answer’ questions direct from data sources

Pause and resume

Multimedia content

Personalized based on single-sourced content and dynamic request context

Authoring and publishing workflow built-in

Access control with audit and traceability

Data macros to personalize content with real-time data

Knowledge Base

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Match the right tool to the task

Cannot capture & maintain

know-how

Can capture & maintain

know-how

Low business riskAutomatic execution based

on machine learning

Evidence-based reasoning

enhanced with machine

learning

High business riskMachine learning input with

expert augmentation

Evidence-based reasoning

with supervised learning

eGain@H&R Block

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AI-powered service automation

Improved DIY experience –

Virtual assistant escalates

seamlessly to chat & cobrowse

Reduce incoming phone

volume

Available on web, mobile, iOS

and Android apps

Customer went live with the

service in three months

eGain@BT

VARIATION IN PERFORMANCE

CHALLENGE #1

FOUR LEGACY KNOWLEDGE TOOLS

CHALLENGE #2

ALBERTAI GUIDED KNOWLEDGE SYSTEM

THE SOLUTION

What we delivered…Roll Out & Training • Deployment and training to 10,000 advisors and 500 retail stores.

Knowledge Content and AI Guidance• From over 20,000 individual articles to 10 AI Guided Help case bases.

• Complete overhaul of knowledge content adhering to standards.

• Clear content ownership and accountability.

• Single Knowledge content team.

Automated Contact Reason Capture• Contact reasons captured through use of AI Guided Help.

• Retired call reason capture tools (x2 widely used).

John Smith

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12345678

PAYM

SL1 4DX

EE

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John Smith

01012012

In the Frontline…

First Contact Resolution ImprovedBased on analysis by EE Quality Team:

• When Guided Help used correctly – FCR measured at 85%

• When Guided Help not used at all – FCR measured at 62%

• Up 23 percentage points (37% improvement)

Customer Satisfaction Improved• Use of Guided Help has contributed to a 30 point increase in NPS.

• Complaints have also reduced.

Improved Speed to Competency 50% improvement• Reduced from 6 months+ to 3 months.

FCR

+37%

NPS

+30

TheChallenge

What We Did

Results

Learnings

TheFuture

Customer Engagement in a Digital World

XFORM

CHANGE

RUN

Engage customer across touch points

Connected, digital-first experience

Contextualize customer journeys

Centralize and personalize knowledge

Translate process to interactive guidance

All agents can effectively resolve all contacts

Learn and predict

Insights accelerate product innovation

Autonomous orchestration in micro-loops

Analytics

+

ML

Knowledge

+

AI

Digital

+

Omnichannel

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AI Value in 30 Days!

SEE US AT STAND#2

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