Improving customer engagement, at lower cost

Even in the best of times, customers are ready to abandon a brand after only three unsatisfactory support interactions.

Among Millennials, 22% said just one bad interaction is sufficient impetus to leave.

(source: Reinventing the Contact Center (IBM IBV Study))

The way we work is being reimagined, at every level.

Travel and tourism operators need to -sometimes dramatically- improve the customer experience, while lowering operating costs & uncovering new revenue streams.

Customers expect the most personalised & individualised interactions (b2ME), anytime, anywhere, in real-time, across their channels of choice. Throughout their door-to-door travel experience. They obviously dislike queuing.

Such business challenges cannot be resolved with traditional approaches anymore. They require reinvention, which is where cognitive care helps.

Imagine... if you could improve customer engagement, at lower costs.

 Cognitive Care

Cognitive care comes to play by transferring part of the human agent workload to digital agents, this way also enabling more proactivity.

Cognitive care is the digital transformation of your contact centre, consistently across all channels, building full scale virtual agents that automate customer interactions end to end (dialogue and processes). It is also about scaling the human knowledge with the help of AI (artificial intelligence).

In summary, it is more than just communication, marketing and chatbots – it is about how customers interact with your organization every day. It is a reinvention.

According to an IBM study (Reinventing the Contact Center (IBV)), virtual agents can handle:

1.   routine queries

2.   agent assist

3.   automation

4.   pre-screening

5.   smart routing

Cognitive care is part of the Cognitive Enterprise™.

The convergence of new exponential technologies such as AI, automation, IoT, blockchain, and 5G have the power to change business models, reinvent processes, and reimagine the way we all work. This is called the emergence of the Cognitive Enterprise™.

Such a reinvention is delivered for cognitive care through:

ü A hybrid contact centre – combining human and digital agents across all touch points.

ü The IBM Cognitive Customer Engagement Platform where your selection of cognitively enabled workflows are implemented gradually and incrementally, executed by digital agents.

ü Powered by the exponential technologies. Themselves fuelled by data from anywhere thanks to an hybrid and genuinely multicloud environment.

We enable your custom roadmap at startup speed and enterprise scale, continuously adapting to changes (e.g. thinking of the unexpected CV19 disruption) through our successful IBM Garage. In co-creation mode.

How does IBM Cognitive Care help your business

Improving customer experience –

Digital agents (your digital collaborators) are available to each of your customer almost instantaneously, 24*7*365. This way contributing to improved customer satisfaction and advocacy. Offloading your human agents.

Lowering operating costs –

By freeing your human agents for higher value tasks, improving their productivity and reducing their stress, digital agents contribute to cost reduction (thus cash preservation).

New revenue streams –

A combination of digital agents and human agents help serving more customers in the same amount of time, contributing to sales (cross-selling, up-selling) increase.

AI and other exponential technologies enable the creation of new products & services, further contributing to revenue enhancement.

We would love the opportunity of further discussing with you how IBM Cognitive Care can help your company tackling the business challenges listed at the beginning of this blog. You are welcome to contact us!