SLIDE INTENT: Set up the problem – Callers are not the same, BUT even the most optimized IVR today treats them that wayKey messages: Today, even the best IVRs treat all callers the same – what is best for the most is best for them allMany optimize to the masses, not to the individualEven those with personalization provide a static experience to the callerWhen every interaction is not personalized to the individual caller at any moment in time, it cannot address what each caller needs to achieve his/her goalThis leads to lost opportunities – ROI and CX
SLIDE INTENT: Show that status quo does not solve the problem: Bridge to set up Adaptive solutionsCALL OUTS – Don’t miss the opportunityDifferentiator (for the customer)Key messages:Real Personalization happens at the convergence of three distinct datasets:Preference(i.e., through authentication/ANI,we know you want English)Enterprise(i.e., you bought this then; you have 3 accounts, etc.)Behavior(i.e., adapting speed of options/call to user behavior – expert user, novice user, distracted, otherwise impaired)Adaptive Solutions captures and drives dynamic, real-time BEHAVIORAL personalization the key to Real Personalization
SLIDE INTENT: USE Contrast to show what could beHere’s where you are – here’s where you could be.The status quo is not good enough.Key messages: The problem is that even the best self-service delivers a static experienceOpportunities to “personalize” limited to static events (ANI, authentication define universal changes to call flow for that number/account) Missing opportunities for cost containment and CX improvementBut there is a way to address all callers individually.The key is in HOW the caller behaves at each interaction pointIf we can identify how callers behave at each point of the IVR, we can personalize to the INDIVIDUALWe can deliver a dynamic experience for all callers – improving their CX and reducing related customer service costs
SLIDE INTENT: Adaptive Solutions is the answer to the problem. REALIZE MISSED OPPORTUNITYExample of tying what it does to why is mattersKey messages: Adaptive Solutions captures actionable behavioral analytics and applies this intelligence to your self-service channelThe results:A unique, personalized, and better experience for each callerIncreased ROI Preference for self serviceLower customer service costsMOREAdaptive Solutions captures actionable intelligence on your callersIt enables segmentation of interaction points by demonstrated caller behaviorIdentifies the friction points….the struggle pointsAllows for more precise improvement opportunitiesAnd…it powers impact – the intelligence powers how the IVR reacts/interacts with callers demonstrating ANY skill at ANY timeIt dynamically adapts the call experience to the demonstrated behavior of the caller….based on dataBy increasing preference for self service, it reduces time in the IVR (for Experts – they get in get out faster) and replaces agent time with IVR time (for Novices)
Intent:Show real example of how it has workedThis is Starbucks – cannot call out as such, but REAL STORYAlso have for NYT…As we get more using, we will have more stories.
Next 4 slides....How to tie”What it does to why it matters”ALWAYS keep value at the top of mindHow it works does not matter as much as WHAT IT DELIVERS
Another example of ContrastFOR SLOW CALLERS – Top is status quo. ….bottom is w/Adaptive
Same concept, but for fast, expert callersSet up NOW – the problemNext slide……..shows solution.
SLIDE INTENT: Review Patented Adaptive Solutions Feature setWhat it is, what it does, why it matters….all on one slide.Key messages: Adaptive Solutions is a patented behavioral personalization solution which delivers a dynamic, personalized experience to each caller in real time.Made up of:Adaptive Optimization – Analytics – collect and measure caller behavior during interactions with the IVRAdaptive Audio – leverages the intelligence from the analytics to deliver a dynamic experience based on demonstrated behaviorExperts get faster service; novices slowerAdaptive Audio Advanced – further leverages analytics to personalize call flow – including more than just speed – to individual callers
SLIDE INTENT: Discuss Adaptive Solutions delivered value.Key Message: With its patented, business intelligence technology, Adaptive Solutions helps you deliver a more personalized experience in your self-service channel, reduce operational costs, and get more out of your IVR investment.
And here is how we apply the behavioral analytics from Adaptive Optimization…DIRECTIONS:First click on the speaker on the top right corner of the slide.Then to play a persona’s interaction, click on the picture:“Hurry Up!” is Expert.“What?” is Novice.“Say again?” is distracted.The expert caller has a need for speed. He/she knows the system and with Adaptive Audio can get through it more quicklyThe novice caller may be someone unfamiliar with the system who needs more time…or just someone whose fine motor skills have diminished. Adaptive Audio slows down the interaction to give more time, reducing frustration. Listen how the IVR is slower based on the caller’s interaction.The distracted user could be someone with a poor mobile signal. Listen how the caller demonstrates expert behavior first, but then reacts to a poor signal. Adaptive audio adjusts to the caller accordingly.
DIRECTIONS:First click on the speaker on the top right corner of the slide.Then to play a persona’s interaction, click on the picture:“Hurry Up!” is Expert.“What?” is Novice.“Say again?” is distracted.The expert caller has a need for speed. He/she knows the system and with Adaptive Audio can get through it more quicklyThe novice caller may be someone unfamiliar with the system who needs more time…or just someone whose fine motor skills have diminished. Adaptive Audio slows down the interaction to give more time, reducing frustration. Listen how the IVR is slower based on the caller’s interaction.The distracted user could be someone with a poor mobile signal. Listen how the caller demonstrates expert behavior first, but then reacts to a poor signal. Adaptive audio adjusts to the caller accordingly.
