Join us for a 60-minute webinar showcasing how nib, Australian Bureau of Statistics and GoGet are using cloud, Alexa and chatbots to increase speed to market and experiment with new customer interaction channels. You will also learn how the technology that helped handle over 3-million Amazon Retail customers interactions in one day, and which has been used by Amazon Retail for over 10 years, is the foundation for the Amazon Connect Cloud Contact Centre service.
13. Trust in government and politicians are
now at their lowest levels since 1993.
- Professor Mark Evans
How Australians Imagine Their Democracy: The Power Of Us
18. … the Bureau has set itself apart as a
leader in implementing accessible
alternatives on a national scale.
- Alastair McEwin
Australian Disability Discrimination Commissioner
19. Views on Postal
Survey
(% Strongly Agree/Agree)
94%The ABS is making it easy for
the public to participate in the
Postal Survey
90%The ABS can be trusted to
manage the Postal survey
20.
21.
22. Lessons
Cloud is the only solution
for Australia-wide IT events
AWS as a trusted provider
24. Over 5,000 live chats p.a. initiated by
international customers to consultants who
cannot help them
22% of live chats p.a. are initiated by customers
with a sales/quote enquiry
35% of live chats p.a. were initiated by
customers with hospital or claims enquiry
6% of live chats p.a. related to self-service
transactions
Start with the voice
of customer
Route to correct queue to eliminate hours of
poor customer and employee experiences
Direct sales leads to sales agents to increase
conversion
Improve experiences in key moments of truth
by routing to hospital accredited consultants
Directing customers to online services and
deflecting the query from the contact centre
25. Role of a stealth agent
Don’t over process
Keep things simple and lean
Be brave, get started
26. Hi I’m nibby, your
virtual assistant. So I
can help today, could I
please start with your
name
Can you pls send me my
tax statement
Hi can you pls send me
a tax statement, so I
can help direct you to
the right place, please
type words like
“quote”, “claim”,
“payment”
Experimentation focussed and
agile environment
Things we got wrong e.g. name
calling, no manners, avatar
Up to 12 deployments a day
Fail fast and iterate
27. Human behaviour and digital
assistants
New processes and unforeseen
benefits e.g. cancellation requests
to specialised consultants
Be prepared for the
unexpected and adapt
28. Treat your digital assistant
as an actual employee
Monitor and feed continuously with training data
30. Ongoing Experimentation
and Learning
Continuous improvement and training
through missed utterances
Customer feedback and self learning loop
Enhanced performance reporting and visual
management
Voice of Customer analysis to identify
opportunities per business segment
Personality and conversational flow by use
case and business segment
32. Australia’s 1st carsharing service
Started in Newtown in 2003
Started with 3 (well used) cars and
12 members
Now at over 100,000 members and 2800+
cars. More than 5 million journeys.
33.
34. How to Carshare
Must be a member of the service
Unique swipe card for each user
(tracking and responsibility)
Bookings for an hour or more via web,
mobile (app) or phone
Cleaning, petrol, maintenance, parking
and insurance included
Monthly invoice with ‘trip comments’
Dedicated parking bays