First Contact Resolution How To Get It Right First Time, Every Time Jafar Adibi Head of AI & Data Science Talkdesk Call Center Helper Magazine The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden. Talkdesk Proprietary & Confidential Talkdesk Proprietary & Confidential
01 FCR Status and Stats in next 14 min 02 How AI Might Help 03 AI, FCR and Super Agents Talkdesk Proprietary & Confidential 2
Past 20 Years What is a Good First Contact Resolution Rate 2000 2020 78% 75% Purdue University Call Center Helper 20% stdv 3 Talkdesk Proprietary & Confidential
Possible Reasons 01 More e-commerce and SaaS means more contact centers Contact Center Market 02 People, problems and issues are getting more sophisticated 03 Contact center world has not adapted with the technology as much as they have to 4 Talkdesk Proprietary & Confidential
Why This is Very Important ONLY EXTRA CALL LOSS 200 50 $6 70% 180K $1 M Your FCR Calls Every Your Loss in More Calls in Agents Current Rate Cost Per Call Day One Year a Year 5% Below avg. 5 Talkdesk Proprietary & Confidential
In the Heart of Contact Center Operation Technology People 6 Talkdesk Proprietary & Confidential
What to Improve to Improve FCR Address Common Issues, Improve Support , Streamline Operation Communication Right software, Right Infrastructure, Right Data Platform, Technology Automation People Agent Autonomy, Agent Performance, Customer Analytics 7 Talkdesk Proprietary & Confidential
Operation Can AI Help Technology People 8 Talkdesk Proprietary & Confidential
Then Now Some Robotis Golf Carts Autonomous Cars Mining Text for Information Automated Cancer Detection Early Stage Spam Filters Strong Spam Filters Naive Siri Working Siri Deep Blue Alpha Go Talkdesk Proprietary & Confidential 9
Layers of AI for Contact Centers Customer Intelligence Conversation Intelligence Interaction Intelligence Contact Center Intelligence Talkdesk Proprietary & Confidential 10
AI Promise Automation Discovery Assistance Prediction Optimization Prescription Recommendation Alert 11 Talkdesk Proprietary & Confidential
AI Effect Optimization, Automation, Outlier Detection Operation Infrastructure, Data Platform, Better Quality Technology Customer Information, Agent Performance, CSAT People 12 Talkdesk Proprietary & Confidential
AI, Super Agents and FCR voapps.com 13 Talkdesk Proprietary & Confidential
FCR vs. Agent Training 100 80 Net FCR (Percent) 60 40 20 0 50 100 150 200 250 300 350 400 New Agent Training Hours MetricNet 14 Talkdesk Proprietary & Confidential
Can AI Do This? 100 80 Net FCR (Percent) 60 40 20 0 50 100 150 200 250 300 350 400 New Agent Training Hours MetricNet 15 Talkdesk Proprietary & Confidential
FCR vs. CSAT ★★★★★ ★★★★★ ★★★★★ ★★★★★ ★★★★★ 100% 80% 60% 40% 20% First Contact Resolution Rate Stella Connect 16 Talkdesk Proprietary & Confidential
Can AI Do This? ★★★★★ ★★★★★ ★★★★★ ★★★★★ ★★★★★ 100% 80% 60% 40% 20% First Contact Resolution Rate Stella Connect 17 Talkdesk Proprietary & Confidential
How AI Might Help Smart Routing Attribute Based Routing Optimization Smart Dialer Skill Based Routing Agent Coaching IVR Optimization Agent Assist Enhancement MetricNet 18 Talkdesk Proprietary & Confidential
How AI can Make Super Agents Super Mapping the Agent right problem Optimization to the right Enhancement agent Brining the Enhancement right insight at the right time Agent Optimization 19 Talkdesk Proprietary & Confidential
How does AI Help Agents - in Real-time Intent Spotting Knowledge Base Assist AI ”BRAIN” CRM / CSM Customer Agent Insight Conversational Transcript Old Conversations 20 Talkdesk Proprietary & Confidential
The Brain 21 Talkdesk Proprietary & Confidential
Summary RIght Channel VA or Live Agent SL, AHT Web Mobile Context Intent Spotting RIght IVR Route FCR, AHT Social IOT Smart Routing Optimize Agent Intelligence FCR, ACW, CSAT, AHT Agent Coaching Better Agent Performance FCR, CSAT Integrations Agent Assist Enhance Agent Intelligence FCR, CSAT, AHT + 40 Others Talkdesk Proprietary & Confidential 22
Talkdesk Enterprise Contact Centre Assist Routing Omnichannel Engagement Analytics ACD Voice Workforce Mgmt. Agent Assist Live IVR Email Quality Mgmt. Supervisor Assist Explore Agent Experience Chat Performance Mgmt. Customer Assist Benchmark SMS & Others Studio Speech Analytics Outbound 100+ AppConnect Partners 40+ Integrations And more And more 23 Talkdesk Proprietary & Confidential
Thank You Jafar Adibi jafar.adibi@talkdesk.com @jafaradibi The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden. Talkdesk Proprietary & Confidential
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