Your Full Report

Thanks for taking this survey. Based on your answers, you are at a Level 1. Here’s what that means:

Customer challenges

You are most likely not using any automated technology to handle common FAQs. If you are, you are using an out-of-date system like an Interactive Voice Response (IVR) which your customers are struggling to engage with. IVRs make it difficult for your customers to get the answers to their questions quickly; often resulting in long wait times and lower customer satisfaction. You are most likely not using a virtual assistant or other 24x7x365 self-service channels to streamline inquiries. And if you are thinking about it, you don’t really know where or how to start.

Agent challenges

Not only are your customers most likely frustrated, but your agents are overwhelmed. They struggle to keep up with the high volume of calls coming in, and are finding that the majority of the time that they do have is spent answering common FAQs. Your agents spend too much time answering the same old, Tier 1 questions (like changing passwords and updating billing information), and aren’t trained to respond to more challenging and unique queries, often leading to high turnover. Not only this, but your industry and organization are often changing. It is hard for agents to keep up with the information that they need to solve customer queries. You’re most likely not providing your human agents with the real-time data they need to better serve customers, also leading to agent frustration and attrition. You know you need to increase customer satisfaction and decrease resolution time but how can you get there? You need to invest in AI-powered technology like AI assistants for most Tier 1 support queries, and route callers more intelligently to live agents if needed, but what is the first step?

The solution

The first step is understanding the value that conversational AI can bring to your business. What are the unique benefits? Build an AI assistant to engage with your customers in their language, on the channels that they prefer, to quickly and accurately answer their queries. Conversational AI can also allow you to understand customer sentiment and trends to personalize interactions, while empowering your agents to handle more complex queries.

To get started, you must prove out your business case by:

• Build business value- Make sure you clearly address a recognized business opportunity or pain point
• Evaluate your data- Different projects will require different types of data. Consider the data you have, the quality and accessibility of information, and sensitivity of your data.
• Understand the technical feasibility- Make sure that the delivery aligns to your overall journey
• Evaluate the speed of implementation- Consider how to deliver your solution as quickly as possible
• Align to corporate initiatives- Consider how you’re going to transform your business to deliver greater customer engagement.

We know that upgrading your contact center is a significant undertaking. Take this process a step at a time. As each step is taken, you will increase the complexity of what you’re trying to do, the data you need to deal with, and the value you need to deliver.

Register for Episode 1 of the Watson Masterclass, hosted by Watson CTO Rob High, to learn more about how to prove your business case.

Watch the Masterclass trailer.

Start today and take the next steps towards delivering resolutions, as quickly as possible, 24x7x365. Refer to our checklist below to see what you can be doing right now to move to the next level.