Customer Experience Automation
Where are we now?
Terry Gray
terry.gray@imimobile.com
Linkedin: https://www.linkedin.com/in/terry-gray-ab309912/
© IMImobile. The contents of this presentation are proprietary and confidential.
Rostrvm are now part of the IMImobile Group
Who we are What we do Why clients use us
▪ A market leader of cloud communication ▪ Provide cloud communications ▪ Best of breed – over 15 years
software and services for digital software to help businesses automate experience in managing digital
interactions and improve two-way customer communication channels
communications across channels
▪ Profitable and cash generative growth ▪ Enterprise grade – 24/7 global cloud
for more than 10 years ▪ Enable businesses to use omni- managed service infrastructure
channel communications in Contact
▪ 1,300+ employees globally, HQ in Centres, Service Operations and ▪ Innovation – strong track record of
London, offices in North America, Dubai, Marketing CRM to improve CX delivering innovation for leading
Hyderabad and Johannesburg enterprises
42bn Messages
per year 44bn Commerce
transactions 80 Countries
served 1 UK , US, Canada
& SA Market
leader
SITA SITA
SITA SITA
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Welcome to the age of building digital customer experiences
“The digital revolution has forever changed the balance
of power between organisations and their customers.” Forrester
Rising customer service expectations
Your customer experience is measured against the digital unicorns (e.g. Amazon, Netflix, UBER, etc.)
Explosion of new communication channels
Customers demand service in the channels they use every day, not the ones convenient to your business
CX robotics and automation are becoming the new reality
AS AI and NLP capabilities improve the dynamic of human engagement is fundamentally shifting
Does this mean that the contact centre is dead…….?
There are some clear trends and challenges for contact centres
It’s not just about voice
Effective customer engagement through digital channels is booming
Automation is on the rise
But avoiding technical/operational silos and enabling live agent collaboration is key
Proactive contact is a critical part of the service mix
Keep your promises and follow-up. Make things happen, don’t let things happen
Contact centres are now the place to handle high tariff contact
Complicated, high value, Clearing, VIPs, vulnerable individuals, escalations, exceptions and complaints
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Does this mean that the traditional contact centre is dead…….?
NO!
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Does this mean that the contact centre is dead…….?
BUT…..
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It’s getting complex to manage and orchestrate communications
Voice
Recruitment &
Admissions Email
Retention
SMS
Marketing Push
Marketing Automation
systems
Multiple
No single Twitter
Complex channels,
point of
integration vendors and
orchestration
Customer APIs WebChat
Support Service
systems
Messenger
WhatsApp
Business
Operations Operations
systems
Apple Business Chat
RCS
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Centrally managed command and control with simple API connectivity is essential
Voice
Email
Salesforce Hadoop
SMS
Push
SAP PEGA
Twitter
WeChat
Cisco Lithium
Messenger
WhatsApp
Worldpay WMIS
Apple Business Chat
RCS
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Command & Control
CORE BUSINESS SYSTEMS
TRANSACTION PROCESSING
Intelligent
Intelligent
enterprise
enterprise
control
control
centre
FRAUD MANAGEMENT
ORDER MANAGEMENT
CASE MANAGEMENT
Integration set- Business Logic & NLP & AI
COMMERCE PLATFORM Communications
up flow powered
& management channel
BILLING PLATFORM orchestration conversational
management
Automation
APPOINTMENT MANAGEMENT 2
APP
3 rd PARTY SERVICES
DELIVERY / FULFILMENT
NAME / ADDRESS VERIFICATION Service assurance &
CREDIT CHECK
infrastructure management
PAYMENTS
Our approach for end-to-end customer interaction management
Natural language Business process orchestration Live conversation
processing & cognition and fulfilment management
Intent Context Self-serve flow OOTB Agent Full context
recognition management builder integrations handover transfer
Business systems like CRM, data warehouses,
etc.
Customer service automation through AI Augmentation
Status Update
Enrich with existing CRM
data & customer history
FAQ
Intelligent enquiry
routing for high priority enquiries
Student Services
Handover for live chat or call to
customer service agent
Controlled outbound
High Tariff Contact
engagement
Most common enquiries
handled through chatbot Customer service agent contacts
customer to resolve complaint
Controlled response patterns
(assisted learning approach)
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A single conversational view across digital channels is essential
Agent chats Tag
and quick chats
search
Real-time Switch
Queue team
Advanced Quick
Search Templates
Add user to
Multi-
‘do-not-
channel
contact’ list
Customer
Details
Attachments Threaded Events Customer
view chat history
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rostrvm encapsulates IMIchat to voice enable and expand services
Voice
Click to dial enabled
Shortcut Real- time
Buttons task list
Quick
Quick SMS Templates
Elevation to
Agent voice call
Status Bar
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The bot ecosystem keeps the platform highly flexible
Social platforms Websites Private apps Virtual assistants
Different kinds of
bots with varying
Click Bots Query Bots Smart Bots
capabilities
(ex: NLP vs no NLP)
Comprehensive bot building platform for
businesses and industries
Bot Building Platform for
Developers
NLP & ML Tools : Open Source & Paid Libraries
Questions?
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SOLUTION FEATURES
Role-based access control Audit logs Reporting & analytics Deployment options Disaster Recovery
Allow for the separation of privileges by Provide admins with a detailed trail of Reports allow admins to demonstrate value Balance data security concerns and Full database redundancy through multi-site
user role account activity gained from the use of an application application overhead with flexible DR setup
deployment options
ENTERPRISE GRADE SOLUTION
SERVICE
SLA and support 24*7*365 Change Management ITIL system
Multiple levels of premium support with Round the clock monitoring with teams Reports allow admins to demonstrate value Fully integrated internal support systems
99.95% uptime spread across different time zones gained from the use of an application with full traceability of issues and
corresponding resolutions
SECURITY & COMPLIANCE PROFESSIONAL SERVICES & CONSULTING
Audits ISO compliance Integration capabilities Setup & training
Restricted production access to internal Provide admins with a detailed trail of Integration support with a large professional Balance data security concerns and
teams and regular internal and customer account activity services team to push and pull data from application overhead with flexible
audits your systems deployment options
