Find Your Voice: Using Data & AI to Improve Customer Experience - - PowerPoint PPT Presentation

▶
find your voice
SMART_READER_LITE
LIVE PREVIEW

Find Your Voice: Using Data & AI to Improve Customer Experience - - PowerPoint PPT Presentation

Apr 19, 2023 289 likes •641 views

Session 374 Find Your Voice: Using Data & AI to Improve Customer Experience Tara Kelly, President & CEO Sherif Gemayel, President #IASA2018 1 Agenda Challenges for Consumers in Customer Experience Challenges for Insurers in

slide-1
SLIDE 1

#IASA2018

1

Session 374

Find Your Voice:

Using Data & AI to Improve Customer Experience

Tara Kelly, President & CEO Sherif Gemayel, President

slide-2
SLIDE 2

#IASA2018

2

  • Challenges for Consumers in Customer Experience
  • Challenges for Insurers in Customer Experience
  • The Insurance Customer Journey
  • The Power of Voice
  • Implementation of Voice at Sharp Insurance
  • Pitfalls to Avoid in Implementing Voice First Strategies
  • Q&A

Agenda

slide-3
SLIDE 3

#IASA2018

3

Challenges for Consumers in Customer Experience

slide-4
SLIDE 4

#IASA2018

4

Consumers see value in engagement…

Source: Marketo, “The State

  • f Engagement”, 2017
slide-5
SLIDE 5

#IASA2018

5

…but they don’t think it’s done well.

Source: Marketo, “The State

  • f Engagement”, 2017
slide-6
SLIDE 6

#IASA2018

6

Most think their personal data should ld be integrated.

Source: Marketo, “The State

  • f Engagement”, 2017
slide-7
SLIDE 7

#IASA2018

7

Only a quarter think providers understand them…

Source: Marketo, “The State

  • f Engagement”, 2017
slide-8
SLIDE 8

#IASA2018

8

…and even fewer think they are innovative.

Source: Marketo, “The State

  • f Engagement”, 2017
slide-9
SLIDE 9

#IASA2018

9

Consumers WANT to be advocates.

Source: Marketo, “The State

  • f Engagement”, 2017
slide-10
SLIDE 10

#IASA2018

10

Challenges for Insurers in Customer Experience

slide-11
SLIDE 11

#IASA2018

11

#1: The need to take a digital-first approach

Source: PwC top Issues, 2018

slide-12
SLIDE 12

#IASA2018

12

#2: Exploring the possibilities of core transformation

Source: PwC top Issues, 2018

slide-13
SLIDE 13

#IASA2018

13

#3: Privacy & data protection concerns

Source: Deloitte 2018 Insurance Outlook

slide-14
SLIDE 14

#IASA2018

14

#4: Use of Artificial Intelligence will drive competitive pricing

Source: Deloitte 2018 Insurance Outlook

slide-15
SLIDE 15

#IASA2018

15

#5: The impact of InsurTech

Source: Deloitte 2018 Insurance Outlook

slide-16
SLIDE 16

#IASA2018

16

The evolving customer journey

slide-17
SLIDE 17

#IASA2018

17

The evolving customer journey

slide-18
SLIDE 18

#IASA2018

18

The evolving customer journey

slide-19
SLIDE 19

#IASA2018

19

The Insurance Customer Journey

slide-20
SLIDE 20

#IASA2018

20

The Power of Voice

Use of Voice is rising…

Source: Google/Northstar 2014

slide-21
SLIDE 21

#IASA2018

21

…in both search…

Source: Google I/O Keynote 2016

“1 in every 5 Google searches is done by voice.”

slide-22
SLIDE 22

#IASA2018

22

…and in everyday life.

Source: Stone Temple 2017 63.7%

slide-23
SLIDE 23

#IASA2018

23

Use of Personal Assistant Devices is soaring…

Source: Parks Associates 2017

slide-24
SLIDE 24

#IASA2018

24

…and Voice is coming into more homes…

Source: Google/Northstar 2014

slide-25
SLIDE 25

#IASA2018

25

…but who is building the relationship?

Source: Insurance Business 2017

slide-26
SLIDE 26

#IASA2018

26

Elements of Voice

  • Resonance
  • Relaxation
  • Rhythm
  • Pacing
  • Volume
  • Articulation
  • Pronunciation
  • Fluency
  • Flow
slide-27
SLIDE 27

#IASA2018

27

Voice needs to be emotionally relevant

slide-28
SLIDE 28

#IASA2018

28

Implementation of Voice at Sharp Insurance

slide-29
SLIDE 29

#IASA2018

29

How We Do Voice

slide-30
SLIDE 30

#IASA2018

30

Test & Learn is a must!

slide-31
SLIDE 31

#IASA2018

31

The Power of Voice: growing success

slide-32
SLIDE 32

#IASA2018

32

  • Information people want quickly – How can you eliminate the need for

people to login to an account on a computer or phone?

  • Quick, useful actions – Adding to lists, setting alerts, ordering items,

checking statuses.

  • Actions better suited for voice – information people want while

driving, walking, eating, with hands full, or while in the middle of something else.

What functions work best in Voice First?

slide-33
SLIDE 33

#IASA2018

33

  • Start where the customer needs you the most
  • Be prepared to adjust and change
  • Know that you need to be available to your customers
  • TEST & MEASURE!

When you go Voice First consider the following:

  • Avoid thinking hierarchically – Web & apps need to follow a visual

hierarchy; Voice doesn’t

  • Explore the linguistics – People ask questions in different ways
  • Consider the most likely questions – FAQs are a great place to

start

  • Keep responses short – Alexa/Google speak slowly
  • Avoid too many clarifying questions
  • Avoid too many options – Remember the 8 seconds
  • Optimize the audio

Best Practices

slide-34
SLIDE 34

#IASA2018

34

  • Don’t wait to secure your Invocation Name
  • Don’t lose the data – Are you getting the data back into your
  • rganization?
  • Don’t skip the Beta Test
  • Don’t try to put everything into V1
  • Don’t promote your Skill as something it’s not

Pitfalls to Avoid at All Costs!