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Chris du Toit, CMO,JacadaCallan Schebella, CEO,Inference SolutionsJohn Forrester, CMO,InbentaROUNDTABLE: IVR AND SELF-SERVICE BEST PRACTICESMAY 2017

IVR and Self-Service 2017Roundtable: The future of IVRs and Virtual AgentsChris du ToitChief Marketing Officer

This history (and future) of IVRs and Virtual AgentsEvolution in customer experience2014 1970CustomerCompanyDTMF“Hey we can route ourcustomers to the rightagent”DTMF v2.0“We can even let themself-serve. Yay, fewercalls for us!”SPEECH“We can offer far betterself-service withspeech”VISUAL/Digital“Awesome we can pivotvoice callers into adigital self-servicesession.fewer calls forus and customers likethis!”2017-2020ConversationalCommerce“Wow, self-service isthrough the roof andcustomer experience isat an all time high”

Visual IVR

Visual IVRPivot voice callers into a digital experience1-800NumberThank you for calling DCM. Toexperience our new visualinterface, please press 1Assisted ServiceSMS orMobile PushSelf-Service“ Good afternoon Mr.Smith. I see you arecalling about yourpending claim.”

The Digital Future of CX, VA and IVRThe changing face of customer interactions1. The rise in chatbots/virtual agents2. The rise in conversational commerce

The rise of chat botsThe changing digital landscape

The rise of chat botsThe new interface of choice“People are nowspending more timein messaging appsthan in social mediaand that is a hugeturning point.Messaging apps arethe platforms of thefuture and bots willbe how their usersaccess all sorts ofservices.” -- Peter Rojas,Entrepreneur in Residence atBetaworks

Conversational CommerceThe changing face of customer interactionsConversional Commerce “pertains to utilizing chat,messaging, or other natural language interfaces (i.e. voice)to interact with people, brands, or services and bots thatheretofore have had no real place in the bidirectional,asynchronous messaging context.”--- Chris Messina (ex-Uber, ex-Googler)

Conversational CommerceThe “messaging interface” is more intuitive, less complex and allows more functionalityWeChat 700m monthly active users, already allows peopleto: make payments, e-commerce purchases, hail taxis, order food, customize and order a pairof Nikes, host a conference call and more all through achat interface

So what does this have todo with IVRs and VAs?

Visual IVR enables Virtual Agents on anychannelJacada’s virtual customer assistant is available on ANY channelWeb ChannelVoice ChannelCopyright 2017 Jacada, Inc. All rights reserved. Jacada DigitalSolutions are protected by US patents: #9,008,288 and #8,995,646.

Visual IVRYour gateway to Conversational Commerce1-800Number“ Good afternoon Mr.Smith. I see you arecalling about yourpending claim.”

The Benefits of VisualSurface all your digital assets to your voice callersTransactionalSelf- serviceCollaborationKnowledge BaseVideo andrich mediaNPS andSurveysIntelligent Assistant (VirtualAgents)Copyright 2017 Jacada, Inc. All rights reserved. Jacada DigitalSolutions are protected by US patents: #9,008,288 and #8,995,646.

Conversational CommerceWhat the IVR will look like in the futureConversationalCommerceVirtual AgentsVisual IVR“Voice” IVR

Case StudiesConfidential for Panel onlyLeading telco in Turkey serving 38million subscribersFortune 50 Software Company Complex troubleshooting withembedded video content. Sharing photos and videos Retail (inventory, WISMO,Schedule Appointment) Authentication Help desk triage 70% successful call containmentfor visual IVR users 11% overall call reductionacross 4 lines of business Reduce AHT from 7.9m to1.15m Eliminate Tier-1 tech supportticketing agents Reduce number of misroutedcallsMultinational cable, telecom andcontent company with over 728million broadband subscribers and864 million pay TV subscribersSingtel Group serves over 600million mobile subscribersworldwide Technical support for set-topboxes 15% overall call reduction withinthe subsidiary using Visual IVR 60% successful callcontainment for Visual IVRusers Over 9200 calls deflected permonth (in successful pilot)Billing & PaymentsRe-contractingActivationTechnical Support

17UNITED STATES OFFICETHANK YOU5901 Peachtree Dunwoody Rd#550-BAtlanta, GA 30328CHRIS DU e.com 2016 Jetfabrik Multipurpose Theme. All Rights Reserved.

ARTIFICIAL INTELLIGENCEFOR SUPPORT & E-COMMERCEJOHN FORRESTER, CHIEF MARKETING OFFICER

How are you improving customer service?

You’ve launched self-education portals

Deployed online chat

Optimized your call center

Then your company grows

The Challenges Around Customer InteractionsFor the Customer:For the Business:Difficult to navigate websites High cost of support teams (phone & chat) Inaccurate search functions High staff turnover and training costs Complex and frustrating phone trees Increased churn due to low CSAT scores Slow-to-respond chat agents Brand & competitive hit from poor CSAT Transferred to multiple agents foranswers Supporting customers across multiplechannels (Social, Web, Mobile)inbenta confidential and proprietary

But your customers want to talk to you.Really, they do.

Chat offers the highest satisfaction level (73%)- Econsultancy

Enterprise-class Chatbots Have Arrived.

Answer questions immediately, anytime. Even when your team isn’t working.

Answer questions immediately, anytime. Even when your team isn’t working.

Hybrid chat functionality will connect your customers to agents whenneeded.

AI-powered Natural Language Processing &Machine Learning Shows results that customers want Understands conversational language &context Matches structured search requests –Categories, Product Names and Attributes Results improve over time with MachineLearning & Computational Linguistcustomization

Natural Language Processing understands the meaning behind questionsInternational shipping policyCruises in the south of Europe

NLP Combined with Machine Learning Improves ConversationsRemembersContextML FeedbackLoop LearnsInterpretssubjectiveadjectives &implicitquestionsCustomized foryour company,products &servicesUnderstandsslang,abbreviations andmisspellingsKnowstechnical &jargonterminology

Approach to Launching an Enterprise ChatbotIntegrations:CMS, n &CustomerKnowledgeBaseUse cases: CustomerSupportPre-salesE-commerce

Machine Learning vs Natural Language Processing

Content Discovery & Gap AnalysisAnalyzing unanswered questions revealscontent needed to fill the gap, makingyour results more accurate over time.?UnansweredquestionsNo FAQ?FAQ?FAQFound %}gap?time

Chatbot Platform & Decision TreesR3Android or iOS?R2R1a newQ1.I want aphoneR1New or retro?R1bRetroiPhone 7 or 7 Plus?R3Samsungor Pixel?

How do you gather information for a chatbot?

Inbenta Company Overview Company founded in 2005Built AI-powered Platform in 2010Headquarters in San Mateo, CAOffices: US, France, Spain, Netherlands, Brazil,JapanOver 250 customers globallyKey customers – DHL, Docusign, Ticketmaster,Groupon, Genentech, BBVA, Telefonica, NTTNative support for 27 languages 12M Series B Investmentinbenta confidential and proprietary

Our Customers

Revolutionizing IVRCallan SchebellaCEO, Inference Solutions42

Traditional IVRs For a long time IVR technology seemed to stand still How many times do you find yourself still stuck in an endlessphone tree? Traditional IVR platforms were premise-based, expensive andcomplex and they lived for a very long time. A side effect of being complex is that no one wanted to touchthem The move to cloud telephony and the widespread availability ofcloud services has changed everythingS

IVRs in 2017 Made simple Easy to get, build & maintain Made inexpensive Gone forever is capital expenditure SaaS consumption models Made proactive and multichannel Make it useful, future-proof, and contextual IVR now is now a technology hub that can drawon resources as needed.S

Case Study 1 – Toys R UsThe Problem: Each of their 864 stores had a dedicated premise based auto attendant to manage the hundreds ofdaily calls More than 800 IVRs requiring constant management with biggest issue being when auto attendantsneeded to be changed eg. To change store hours, new prompts were upload to each individual IVRthat required many hours of work System had become cumbersome and unwieldlyThe Need: A solution that would save them hours of work, easy and quick to deploy, more cost effective tomanage with flexibility and robustness to cope with volume of callsThe Solution: AT&T and Inference Solutions worked collaboratively to move the entire IVR system to the cloud. All 800 IVRs were migrated to the Studio platform creating a centralized management system andhandling all calls from a single auto-attendant Toys R Us have capability to create customized emergency and marketing messaging for eachindividual store ever day in minutes to what used to take daysThe ROI: Significant increases in efficiency and cost savings since June 2015 implementation Savings on infrastructure and development, hours in human resources. What used to take a teamof people days to do now takes one person a maximum of 15 minutes“ from the moment the new auto-attendant went live, wecould measure the positive impact it had onproductivity ” – Judy La Sardo, Toys R Us AccountManager, AT&TS45

Case Study 2 – HealthSCOPE BenefitsThe Problem: Legacy premised based IVR system that could no longer service the ongoing requirements of the organization System struggled to cope with volume of daily calls, was awkward and inflexible to change and wait times forcustomers was too longThe Need: A reliable and seamless call handling system capably of routing calls according to existing business ruleswithout huge investment in hardware or additional human resourcesThe Solution: Masergy and Inference Solutions worked closely to move the IVR and call automation capability to the cloudfor Healthscope to realize the flexibility and cost benefits cloud solutions bring Three solutions implemented: a fully customized auto-attendant giving customers a fully customized call experience for eachcustomer Inference QforMe integrated into the Healthscope IVR to allow customers to request a call back Fax back IVR allows customers to request a hard copy summary of their benefits packages via an APIThe ROI: Dramatically improved call traffic management throughout the organization Abandoned call rate decreased significantly and pressure on call center staff was alleviated considerably“ what Healthscope gets from Inference is a clever, flexible and nimbletoolkit that handles the volume of calls and quick response times to eventsthat occur ” – Dean Manzoori, VP Product Management, Masergy“ from day one we had a fully functional call management system thatdidn’t require any additional fine tuning ” – Darren Ashby, VP Operations.HealthscopeS46

Simple IVR with Inference Studio Inbound IVR serviceOutbound IVR service2-way interactive text messagingPCI PaymentsTeleclockVoice BiometricsS

Questions?48

Find out more sCallan ons.comPhone:(415) 535 2229S

Chris du Toit, CMO,JacadaCallan Schebella, CEO,Inference SolutionsJohn Forrester, mwww.inbenta.comRoundtable: IVR and Self-Service Best PracticesMAY 2017

for visual IVR users 11% overall call reduction across 4 lines of business Reduce AHT from 7.9m to 1.15m Eliminate Tier-1 tech support ticketing agents Reduce number of misrouted calls 15% overall call reduction within the subsidiary using Visual IVR 60% successful call containment f