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Accelerating Customer Experience Utilizing Digital Adoption and NLP

Accelerating Customer Experience Utilizing Digital Adoption and NLP

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Title: Accelerating Customer Experience Utilizing Digital Adoption and NLP
Hosted by Steve Hurst of Engage Business Media

Find out how voice callers can be diverted to a personalized and digital self-service experience, resulting in call reduction by at least 10%. We will be sharing client use cases and actual results from Turk Telekom, Leumi Card, a Fortune 50 software company, and a Fortune 100 Insurance company.

Key discussion points include:

  • Utilizing Natural Language and Artificial Intelligence to understand customer intent
  • Channel pivoting voice callers to the digital channel while improving customer experience
  • Providing a conversational experience blended with a traditional flow driven approach
  • Eliminating the customer’s reluctance to self-serve

Transcription of the webinar:

Steve Hurst:                         Good day, everybody, and welcome to this Engage customer webinar together with our partners Jacada on accelerating customer experience, utilizing digital adoption and NLP, all Natural Language Processing, as people who don’t really like acronyms like to call it. So NLP, Natural Language Processing. My name is Steve Hurst, I’m the editorial director at Engage Customer. I’m delighted [00:00:30] to be joined today by Dylon Mills, who’s product marketing director from Jacada.

Good morning, Dylon, and I think it’s a very early morning where you are in Atlanta, Georgia.

Dylon Mills:                        It is quite early, but it’s perfectly fine.

Steve Hurst:                       Well, thanks for joining us so early, Dylon, and I hope that you have a good experience on the webinar today. We’re certainly looking forward to your presentation. And I know that in your presentation, you’re including three case studies on how Jacada have [00:01:00] been working with their customers in the field of accelerating customer experience using digital adoption at NLP.

So welcome today, Dylon, to the webinar. Welcome to the delegates today, as well. Just want to mention a couple of things. The main thing I want to mention is the fact that it’s very important for us that are able to ask questions during Dylon’s presentation. There is a green box at the bottom of the screen in front of you today, and please do keep those questions coming in. Any questions we don’t answer [00:01:30] during the 45 minutes of this webinar will be answered afterwards. So no questions are wasted. So please do keep them coming in, and I will remind you during the webinar to do that as well.

I’m not gonna say very much more because Dylon’s got lots to get through today. Lots of exciting and interesting stuff. Plus, those case studies, and so I will hand it over to you, Dylon.

Dylon Mills:                        Thank you, Steve. Thank you for having me and thank you everyone for joining and attending today. I hope that I can provide some valuable information [00:02:00] here and provide a little bit of guidance around how Jacada helps our customers accelerate their ability to provide an improved customer experience. So today’s session will be focued on that, accelerating your ability to provide an improved customer experience. And how we go about assisting our customers and providing that for their customers.

So just to start things off, to provide a little bit of a background around Jacada. [00:02:30] We’ve been in the customer service space for a little bit over 25 years now, providing solutions to customers all around the world as you see in this sampling here. Solutions that are focused on improving customer experience along the entire customer journey. And I’ll provide a little more detail throughout this presentation around how we do that.

But first off, I’d like to start with discussing a few of the common problems that many of our customers face [00:03:00] today. And I think, or I hope, that you also potentially see these problems. So I’d like to discuss the problems and then also talk about how we go about overcoming some of these problems and providing a great customer experience.

The first one has to do with low adoption of digital self service solutions. So what we’re seeing in general is around 82% of interactions today, customer service interactions, [00:03:30] still wind up in the contact center. Customers in overwhelming numbers are still picking up the phone and calling the contact center when assistance is needed. So despite these large investments that organizations have made, and digital self service solutions, like mobile applications, comprehensive FAQs, service portals, despite the major investments, what we’re seeing is still the majority of customers today [00:04:00] are winding up in the contact center, wind up calling the contact center when assistance is needed.

And this is a problem because that tends to be the most expensive form of service. Not only for the organization in that they invest time and effort in employing contact center representatives and assisting customer, but also for the customer as well. Investing their time connecting with [00:04:30] a customer service representative when assistance is needed. So the first one has to do with low adoption of digital self-service resources. The second one has to do with poor experiences when a customer connects with a customer service representative.

So a lot of times, the results of this is long call times. The customer is engaged with the customer service representative for just too long. And that is because of many reasons, but mostly because [00:05:00] the customer service representative, or agent, is likely dealing with a number of back office applications and managing these back office applications. And poor processes are in place that the [inaudible 00:05:17] those applications that they’re managing. So the customer service representative spends more time focused on managing applications, navigating applications instead of interacting with the customer resulting in long call times, [00:05:30] bringing down the customer experience.

And then finally, following a call, following an interacting with a customer today. A lot of times, there are poor processes in place following a call in the back office that tend to lead to lengthy service times. An example of this, what I mean by this, let’s take an example of a customer submitting a mortgage application. [00:06:00] Today, that mortgage application has to arrive on a person’s desk. That person reviews the application and does the back office processes to submit that application for acceptance or rejection. Those processes that take place following a call, or after a call, after an interaction with a customer, can be streamlined and proved by implementing automation into those back office processes [00:06:30] so that those processes can take place 24/7, seamlessly and accurately through implementing software robots, as you can think about it.

But getting back to my point here, the third problem that we see is that they’re slow, or underperforming, or inefficient back office processes in place today that are really contributing to a poor customer experience in general. So what do we at [00:07:00] Jacada recommend doing to improve upon the customer experience? Well, there are a number of things that you can do along the customer journey that we recommend you consider imparting upon to improve every step along the way. So the first interaction tends to be either by voice or by web. What we’ve seen, and as I’ve mentioned before, is that customers are, still [00:07:30] in larger numbers, calling a contact center when service is needed.

So what we recommend to do in this first step is improve the self-service experience as well as drive digital adoption. And I’ll speak a little bit more in the upcoming slide about how we do that, how we accomplish that. But as it relates to the first step in the customer journey, you need to consider improving that self service experience so that the customer is more successful [00:08:00] in servicing their needs up front as well as getting more of your customers to adopt and use the digital resources that you’ve implemented in your customer service organization.

So that’s step one, and as I mentioned, I’ll speak a little bit more about how we do that, how we accomplish that first step. The second step is when the customer does connect with the customer service representative. What we need to do or what really we need to be focused in is taking [00:08:30] that agent away from the applications, away from managing, imputing information. And make that agent focus more on connecting with the customer, connecting on a human level with the customer instead of navigating and managing those applications.

So again, in the upcoming slides, I’ll speak in a little bit more detail about how we recommend you accomplish this. And then lastly, as I mentioned before, those processes that take place after the [00:09:00] fact, after a mortgage application is submitted, we need to streamline those by implementing automation in the back end. All of this combined dramatically increases your ability to provide the customer a much improved customer experience.

So the next slide here is just talking about, in a very high level, how we do this. I won’t spend a lot of time on this slide here, but [00:09:30] I want to mention is what we deliver at Jacada is a single platform, a single designer, where you can design these customer interactions, design the interaction from start to finish. And by finish, I mean those processes that take place following an interaction. And deploy that same interaction across the various areas of the customer journey. So you can deploy that interaction into the contact center for the [00:10:00] customer service representative to use to provide them with guidance on what’s the next best thing to do when interacting with a customer. As well as that same interaction that you developed within the interact platform can be deployed in the digital self-service side.

So that customer can take those steps within that interaction that you develop from start to finish on their own to complete an interaction seamlessly by themselves. [00:10:30] And then finally, the last part of this is that same interaction that you develop on the interact platform can be implemented on the back end, as well, so following an interaction with a customer. All one designer, easy to develop and deploy, and that’s enough on that.

So next, I will talk about a little bit more detail about digital self-service, and what we do at Jacada to increase the adoption of [00:11:00] digital self-service as well as the success that a customer, when utilizing a digital self-service solution, will successfully be able to complete that digital self-service interaction. So the first part of this has to do with IVR. What we recommend, or the first step that we recommend is to implement a visual [00:11:30] interaction as an alternative to the IVR today. And we refer to this solution as Visual IVR. And what it is is essentially similar steps that you would take in an IVR. However, it’s a digital interaction that can be launched seamlessly and contextually when the customer connects via the phone.

So as I mentioned before, a lot of customers are still calling the contact center. What [00:12:00] we recommend to do, is instead of marketing these solutions that you’ve implemented, like mobile applications and comprehensive websites, FAQs. Instead of marketing these solutions and hoping that your customers will use them, instead, allow the customer while they’re on their way to a customer service representative to pivot to that digital interaction. Without needing to download anything. Simply, seamlessly, and easily pivot to [00:12:30] a digital interaction that can much better service their needs.

So I’d like to, in this next slide, just show you and example of what that digital interaction looks like. So a customer, starting from the left and going right, calls a customer service organization because they recently received a large bill, a bill that is much higher than they’re used to, much higher than normal. And they wanna know why the bill is higher than normal. So generally, what happens is [00:13:00] the customer immediately, instinctively, reaches out to a customer service representative because in the past, that customer service representative has been able to help them in explaining the bill, assisting them with help with needed, and providing them guidance on the next best action. What to take place at this point. So when a customer pivots to a digital interaction, they’re able to see their details of their bills. [00:13:30] All of the details, why their bill is higher than usual, and potentially self-service their interaction all while on their way to a customer service representative.

If they’re unable to self-service successfully, then we provide them a contextual connection to the customer service representative. So that the customer service representative not only sees who the customer is, but why they’re calling, and what steps need to be taken from here that have already … What steps haven’t been [00:14:00] taken and what steps need to be taken from this point. So to drive digital adoption, one way in doing this is by implementing digital in the channel that the majority of your customers use today.

The second area of driving digital adoption, and driving the success of digital adoption, and driving the success of digital adoption has to do with implementing automated chat bots and Natural Language Processing. So an example [00:14:30] of this, and actually, this happened to me the other day. I was trying to connect my wireless printer to my laptop. And for some reason, I was having issues making the connection. So what do I do? Personally, I went to the company’s website, and I started investigating why I was having issues connecting the printer to my laptop. The FAQ page that resulted in my search didn’t quite [00:15:00] provide enough information for me to go on to resolve the issue.

But what I noticed was at the bottom of the screen, there was a chatbot. A virtual agent that was recommending I ask it questions. So I did, I started engaging with the virtual agent. I asked the general questions and through Natural Language Processing, the virtual agent was able to understand what I was asking and get me to a process that they have in place, that they’ve implemented [00:15:30] through this natural language. Through this chatbot that took me through the steps to successfully connect my printer. And we’re seeing the trends in this. We’re seeing a lot of organizations implement these chat bots.

And also, millennials in general tend to default to some sort of chat interaction so that it’s something that they’re comfortable with. So by implementing a chat [00:16:00] bot that understands natural language, that can take a customer through steps in a service process, you increase the ability to successfully self service as well as increase the likelihood for the customer to adopt those digital channels. Moving on to the next component, the agent interaction component, I’d like to discuss a little bit around how we improve that interaction between [00:16:30] the customer and the agent. And the first one is collaboration. As I mentioned before, by implementing a digital interaction into the phone call, by introducing digital into the phone call, you now have the ability for the agent to see where the customer’s coming from, see who the customer is right up front.

Eliminating the need to make introductions, streamlining the call so that the customer service representative [00:17:00] understands at first point of contact where the customer’s coming from and who the customer is. And then provide that ability for the agent to collaborate with the customer moving forward from there. So by implementing the digital interaction into the call and connecting it with the agent, the agent understands more about the customer and can better assist the customer in providing service, by not only who the customer is right up front, but what they’re after and where to go [00:17:30] from there.

So that’s the first aspect of improving the customer experience when the customer is connected with the agents. The next aspect is desktop unification. So this is an additional service that we provide that is all part of this offering. And that is, as I mentioned before, when agents are faced with dealing with multiple applications, not necessarily knowing where to go from there, [00:18:00] it provides a poor experience to the customer. So what we recommended to do is unify those applications into a single interface that’s easy to use for the agents and the agents can from there, know the next best action to take in providing better service to the customer.

And then finally, the last aspect as it relates to agent assistance is automating some of those processes [00:18:30] that are better fit for a robot. So what I mean by this is automating data entry, automating data reentry. Because a lot of times, when you’re speaking with a customer service representative, they’re not only imputing the information you’re providing to them into one system, but they’re having to copy and past that same information into multiple systems. So streamline that data entry as well as copying and processing [00:19:00] into an automated flow within that interaction to greatly improve the customer experience.

And then lastly, the end of it, the end of the customer interaction, the back office processes that take place. So what we recommend to do and what we’ve done that for many large organizations is automate that process. So automate the acceptance and approval of the mortgage application, as I mentioned before and drive [00:19:30] the processes that take place through automation, through robotic process automation to improve the customer experience in that you’re responding to the customer a lot faster. The customer’s not having to wait three to five business days to receive a response to that mortgage application.

So next, I’d like to talk about a few case studies. And I think maybe with these, [00:20:00] you’ll understand that by doing what I mentioned today, by implementing solutions across the entire customer journey, you can dramatically improve business processes as well as the customer experience, and see financial results, financial benefits from implementing these processes.

Steve Hurst:                       Yeah, I think, Dylon, [crosstalk 00:20:29] always bring these things to [00:20:30] life, don’t they. Yes, it’s great to have those as part of your presentation.

Dylon Mills:                        They do. And before I jump into that, I wanna pause and see if there are any questions that have come in at this point.

Steve Hurst:                       Well, we’ve had a question in, which is I think you’ve actually part answered, but I will ask you of you, Dylon. From Andrew Franklin, business leader E. ON. Thanks for the question, Andrew. Andrew asked how does pivoting to self-service actually happen from when a customer calls a contact center, [00:21:00] how does it appear on their mobile? I think you did cover that partly, but it would be great if you could answer Andrew’s question, and see what happens.

Dylon Mills:                        Absolutely. Great question, and I may have touched upon this, but it is a great question and good to go into a little bit more detail around how that works. So there are a number of ways this can take place. So when a customer calls a customer service representative, or a customer service organization, [00:21:30] what we are able to do on the back end is perform a few things. First of all, a carrier lookup. So we are able to assess so is the carrier, who is the cellular carrier that the customer is calling from as well as the type of device that they’re calling from.

And generally, it’s some sort of mobile device, iPhone, Android, whatever it may be. And at that time, we have a number of options, depending upon what type of device that they’re calling [00:22:00] from. One is, and one of the most popular ways of doing this, is a push notification. So we will send the customer, from the number that they’re calling from, a link through a push notification to launch that Visual IVR interaction. And that interaction is all HTML based. There’s no need for the customer to download anything. They can launch it quickly, easily, and contextually within the call.

Another option, if we are unable to do some sort of push notification, or [00:22:30] launch the link for the customer, we also provide the option … We also integrate through SMS. So we can send the link to the customer through SMS. So the customer, if they press one to opt into this visual experience up front, they alternatively can receive the link to launch the Visual IVR interaction through a text message. So there are [00:23:00] a few ways to launch this visual interaction. It just all depends on what type of device and what kind of carrier the customer is calling from.

Steve Hurst:                       In your experiences then, what’s been the customer reaction this? To me, I would find it to be very, very useful and very helpful, and make life easier for me as a customer. What are the customers of your customers saying about this pivoting to self-serve?

Dylon Mills:                        Great question, [00:23:30] and I think a may go into this in a little bit more detail in this case studies here, as a matter of fact. But actually what we’ve seen is a fairly positive response. And a lot of it has to do with the current self-service path that exists today. A lot of people view IVR … I know IVR is a helpful resource for organizations and [inaudible 00:23:55] customers as well as implementing some self-service capabilities with an IVR. [00:24:00] But the problem is, a lot of customers perceive IVR as just a road blocker. So what will happen, a majority of the time, is a customer will either zero out. And then at that point in time, the customer has connected with a customer service representative with no information, no background about who they are or where they came from.

So they see the IVR technology as a road blocker. But with Visual IVR, [00:24:30] what we see is a fairly high level of opt in, and we’ll go into a little bit more detail here in the case studies.

Steve Hurst:                       Okay, so it’s unblocking the road then, basically, as far as the customer’s concerned? If you use that analogy.

Dylon Mills:                        Right.

Steve Hurst:                       Yeah, okay. So, well, that’s that question, Andrew from E. ON. I hope Dylon’s answered it for you. I’m sure [inaudible 00:24:52] to answer the question. And please do keep those questions coming in, because as I said, at the top of the webinar, any questions we don’t get the chance to answer [00:25:00] in the 45 minutes today, we will answer afterwards. So please keep those questions coming in. And back to you, Dylon, on the case studies.

Dylon Mills:                        Thank you, Steve. So the first case study here has to do with Turk Telekom. I think many of you are familiar with Turk Telekom. If you’re not, they are a large telecommunications company located in Turkey. I apologize, slide is not advancing. Just one second.

Steve Hurst:                       We’ve [00:25:30] had Turk Telekom present at one of our events in the past, a few years ago. So we know them very well.

Dylon Mills:                        Perfect. Okay. So they were very interested in improving the customer experience. And after a short investigation, as I mentioned before, what they did identify is that an overwhelming number of their customers were still using the traditional channels. So their customers were either connecting with them [00:26:00] by phone, email, or chat. And even though they implemented a very comprehensive mobile application, the adoption of this mobile application was lacking at the time. They wanted more of their customers to adopt their mobile application. They wanted more of their customers to attempt to service some of these issues that they were having, or some of these questions that they had before connection [00:26:30] with a resource within their customer service organizations.

So they decided to implement Visual IVR. And just some of the results that they saw after implementation was … And keep in mind that at the time these numbers had been collected, the solution had only been implemented for a number of months. But they received a total of 3.6 million calls following implementation of Visual IVR. [00:27:00] And they found that 50% of their customers, half of their customers calling, would actually opt in to that visual experience.

Steve Hurst:                       That’s a good conversion rate. Yeah.

Dylon Mills:                        Very good. And as a result of opting into that visual experience, what they found what that, overall, they were able to achieve 75 self-service adoption. So those customers not only calling, but [00:27:30] the other customers that actually did attempt self-service to begin with, they were able to achieve, overall, a 75% self-service adoption rate following the implementation of visual IVR. The cost savings right up front, right immediately following implementation, was around 5% with a projected 10% overall cost savings at year end. And then [00:28:00] self-service itself increased 30%. So the self-service rate, they compared Visual IVR to the traditional IVR solutions that they had in place. And what they found was that self-service, in general, improved or increased 30% over the traditional IVR solutions that they have in place.

And then finally, the last statistic that was collected here was around 81% of the customers [00:28:30] that utilized Visual IVR solution would actually recommend a solution to other customers. They had a positive experience.

Steve Hurst:                       Very impressive. Yeah.

Dylon Mills:                        The next one here, I can’t mention the name of the company, but I can mention that it’s a Fortune 50 software company based in the United States. And they do business business to business, as well as business to consumer markets. [00:29:00] And what they identified, or what they were looking for a solution … The solution that they were looking for had to do with automating a lot of the services that were provided when a customer would call a retail store. So when a customer would call a retail store, the services that were provided to them at that time by a salesperson at that retail store were [00:29:30] services like Wizmo, where’s my order, scheduling an appointment, locating their nearest store. And then inventory, assessing that the inventory that was within that retail location, as well as some troubleshooting aspects, and then activation and renewal. So these were use cases that they wanted to try and automate.

[00:30:00] Because they were finding that a lot of their salespeople, sales representatives within their retail location were spending a lot of time on the phone assisting customers that were calling due to these use cases. So following the implementation, what we found was that, overall, by automating these processes, 99% customer satisfaction. So customers were very happy with this automated [00:30:30] process. Instead of having to wait on hold to connect with a sales representative that was too busy to really answer their question, to service their needs at the time. There was a 99% responding of customer satisfaction following implementation of the automation that was put into place.

And then a 70% reduction in customer effort due to the visual aspects of the ability to navigate through the visual screens. [00:31:00] 11% overall increase in self-service. And this is the big number here. So the organization, overall, following the implementation of our solutions was able to achieve $4.5 million in savings annually. Through the automation, through removing the sales representatives from having to manage a lot of these processes that could be [00:31:30] very simply automated.

Steve Hurst:                       How long have you been working with the organization for, Dylon? Is that for a few years now?

Dylon Mills:                        This one is for a few years now. The majority of our implementations are within the United States, but we have started expanding outside of the United States. But this one, I believe we have been working with this one for about three years now.

Steve Hurst:                       Okay, [00:32:00] yeah. Was a great saving. Yeah.

Dylon Mills:                        Absolutely. And then just towards the bottom here, a couple things that I wanna mention here is two months implementation. It only took us two months to implement the solution. And then they were able to achieve an ROI within three and a half months. Very fast implementation, very fast ROI.

Steve Hurst:                       Yeah.

Dylon Mills:                        And then here are, following the interactions that customers take place in, some of these responses that we received, [00:32:30] some feedback that we received about the new interaction. So finally, this one, another organization that I can’t reference the name of, but I can say that it’s a Fortune 100 health insurer in the United States. They also had a number of use cases that they wanted to automate. So use cases around finding a doctor, billing. They wanted their customers [00:33:00] calling to have the ability to assess any payments that they have outstanding as well as make a payment on any payments that are outstanding, filing, and also viewing the status of claims. Claims that were submitted to the health insurer. And then also, the ability to not only view their ID card if they don’t have their ID card on them through this application, but as well as do other management aspects, like [00:33:30] request a new ID card if needed.

So following implementation of automating these use cases, these are the results that we see. I probably don’t need to walk through all of these here, but you can see the use cases.

Steve Hurst:                       [crosstalk 00:33:52] increase in customer satisfaction and the saving, which is surely the holy grail for all of us working in customer engagement business.

Dylon Mills:                        [00:34:00] Absolutely.

Steve Hurst:                       Yeah.

Dylon Mills:                        I think this is a good time to pause for any other questions.

Steve Hurst:                       Yeah, we’ve got one question, actually. It’s just a comment, actually, and I noticed it on one of your … I think it was the first case study on Turk Telekom, you mentioned MPS score, or an MPS related score of 81%. Laura from [inaudible 00:34:28] says that she doesn’t think that’s the [00:34:30] actual MPS score because it’s a percentage rather than actually a rating. Do you remember the slide that we’re talking about there, with Turk Telekom and MPS score? 81%.

Dylon Mills:                        Right. And I think that was a mistake on my part. That actually isn’t MPS because MPS would be a rating [crosstalk 00:34:49]

Steve Hurst:                       But certainly, it sounds like a very high score, whatever it was, anyway.

Dylon Mills:                        Yes, it is.

Steve Hurst:                       So hopefully, Laura, that … I didn’t know that myself [00:35:00] actually, but as you can tell from what you said, the Turk Telekom case study, seeing positive results, yeah? Dylon?

Dylon Mills:                        Okay, yeah.

Steve Hurst:                       Okay, thank you. Yeah, question from Donna from customer insight management and computer center. Thanks for the question, Donna, how does the solution deal with the call when the user is dialing in from a desk phone rather [00:35:30] than a smart phone?

Dylon Mills:                        That is a great question, and today, within that carrier lookup, within that device lookup that takes place up front, we are able to identify if, for example, a customer is calling in from a desk phone. So in that particular situation, the visual experience is not offered to the customer that is calling in from a desk phone.

Steve Hurst:                       Okay.

Dylon Mills:                        The [00:36:00] customer, at that point, would take the process of following the voice IVR that the organization already has in place.

Steve Hurst:                       Okay. Thanks for that. Thanks for the question, as well, Donna. A question here from Larry McAteer from Northern Ireland Water. Larry’s a project manager there. [inaudible 00:36:22] of protection, is the cloud based in the USA, or the UK, or Europe in terms of their solution?

Dylon Mills:                        [00:36:30] So that’s a great question. We actually work with a number of cloud vendors. Amazon is probably our largest. And that one is US based, but they also have locations globally. The answer to the question is we work with you to identify the best path forward. So it’s a cloud based solution, is what you’re looking for. We work with the nearby cloud vendor. And [00:37:00] that vendor that is located within whichever region that you’re interested in. But we also provide the ability to deploy on premise as well. If you’re interested, or have the proper resources available to you, we can also deploy on premise, as well.

Steve Hurst:                       Okay, thanks for that, Dylon. If we want to get back now, you’re close to the end of your presentation. I want to [00:37:30] get back to the presentation and we’ll take one or two more questions before we close at 45 past the house.

Dylon Mills:                        Okay. So the next thing here is just a summary of what I already through. So I won’t go through it again. But essentially, what we recommend here is to improve the self service experience, improve the success of that self-service experience as well as try the adoption of those digital resources [00:38:00] that you currently have in place. Drive efficient customer care, so make the agent’s life easier by unifying their desktop, by providing guidance, by providing automation. And then finally, implement that back office automation that will allow you to respond to the customer a lot faster, a lot easier. And we provide this ability, the ability to implement all three of these along the customer journey through a single platform, [00:38:30] as I mentioned before.

Designing and developing one interaction from start to finish that can be utilized across the entire journey that the customer partakes in.

Steve Hurst:                       Okay.

Dylon Mills:                        With that, we can address more questions, if you would like.

Steve Hurst:                       Thanks for that. That was great. Great presentation and I learned a lot from it myself. I was interested personally actually by you mentioned most of the implementations, the [00:39:00] ones that we talked about today as US. But you talked also about becoming more involved in other territories, such as Europe, I’m sure. Can you talk a bit about some of those plans to be more active in Europe?

Dylon Mills:                        So we are fairly active in Europe. We have a number of representatives that focus in that area. Me being [00:39:30] myself, I’m based here in the US, so that’s what I’m really familiar with.

Steve Hurst:                       Yeah.

Dylon Mills:                        But in the event that you are interested, I can absolutely connect you with a representative with an organization. And speak in much greater detail about that area of focus.

Steve Hurst:                       So the delegates on the call today would have access to whatever is happening at Jacada. I just wanted to make sure that was okay. And that’s great news for our [00:40:00] delegates, I’m sure. Dylon, you’ve gone through a lot today, and it’s a big topic. So the whole area of accelerating customer experience and using this adoption is a big topic. Are there a couple, one or two nuggets, of advice you would give for organizations, to people who are on the call today, how to get started? So there are couple of must do’s and a couple of must don’ts, [00:40:30] if you like. I think that would really help our audience in the decision making.

Dylon Mills:                        Yeah, so what I would say is start small. And focus in on that first area that I spoke about, the digital adoption digital resources. The first point of contact, the first area along the customer journey. Focus in on that particular area and develop out [00:41:00] an implement solution that increased the likelihood that your customers will utilize and successfully utilize those self service resources. The second part of that question, the don’t aspects.

Steve Hurst:                       Yeah, what shouldn’t our audience do?

Dylon Mills:                        So don’t start by trying to … And this goes back to what I just mentioned. Don’t start [00:41:30] by trying to implement the full suite. Don’t try and implement, what you want to do is focus in on a particular area and make sure that that area that you’re focusing in on is comprehensive and complete before moving on to the next section. So don’t try and improve the entire customer journey right up front, focus in on a particular area and make sure that that area is well served [00:42:00] before moving onto the next section.

Steve Hurst:                       Okay, thanks for that. And one of the implementations, one of the cases of implementation in two and a half months. Is that typical or was that particularly fast implementation?

Dylon Mills:                        So that one in particular was a fairly fast implementation. But what we do see in general is a range from anywhere to about a month to anywhere [00:42:30] from about six to nine months. So all of our implementations fall somewhere in between this range. So about a month or a few weeks to somewhere between six to nine months is where our implementations generally fall in between.

Steve Hurst:                       Thanks, Dylon. Another question here Chris Reed at BT. Thanks for the question, Chris. Something I’d like to know as well, is there a video anywhere that Chris could view of a digital IVR, [00:43:00] how it works. Do you have that at Jacada?

Dylon Mills:                        Absolutely. We do. It’s available on our website, but I can following this webinar, provide a link to view that video.

Steve Hurst:                       I think Chris would appreciate that. Yeah.

Dylon Mills:                        Absolutely. If you’re interesting, also on our website, not only a video demonstration of how the solution works, but also you can demo the solution. So we provide a demo center that you can demo the solution and actually [00:43:30] launch an interaction on your mobile device and go through sample use cases associated with just about any industry that are out there. So you can find your industry and perform, or go through sample use cases that will give you a good feeling or understand of just how the solution works and what type of journey your customers will receive in using the solution.

Steve Hurst:                       Well, that’s great news. [00:44:00] And Chris has very kindly included his email address in that question. So I’m sure, Chris, that Dylon, or someone from Jacada will be in touch with you very soon to walk you through that. So it’s great that you got that on your website, Dylon. We’re almost out of time now. Just moving on to the last slide today. I wanted to thank you, Dylon, again for a great presentation, and also thank Jacada as well for sponsoring today’s webinar. [00:44:30] It will be available in about six months after today. So I think there’s lots that Dylon went through, so if you want to go back on any of the slides or listen to the webinar again, you’re able to do so.

And that will be available on demand for six months from later on today, or tomorrow. I just wanted to, Dylon, you did touch on robotics in your presentation, customer robotics, and I just wanted to draw attention to an event we’ve got upcoming on November the 29th looking at customer [00:45:00] robotics and AI. We’ve got some interesting case study presentations at that event, so it’d be great to have some of you attend there. And also, our flagship customer engagement summing on the 13th of November. We’re expecting 1,000 plus delegates to attend that event. And again, there is a screen there looking at AI and robotics, and there’s lots of stuff at that summit around self-service.

So once again, thanks to you, Dylon, for a great presentation. Any last comments from you, Dylon, before we close?

Dylon Mills:                        [00:45:30] Just thank you very much for having. Thank you everyone for joining and listening in to the presentation. Hopefully, I was able to provide some valuable information today. And if you would like to learn more, don’t hesitate to reach out to me or visit our website to learn more about how Jacada can assist you in providing a much improved customer experience.

Steve Hurst:                       Thank you, Dylon. And thanks everyone for attending. Goodbye.

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