Aspect: Beyond IVR
BEYOND IVR, SPEECH TECHNOLOGY MAGAZINE SERIES, SPONSORED BY ASPECT
register Beyond IVR:
A Crash Course in the Next
Generation of Customer Self-Service		 aspect
5 SESSIONS, 10 MINUTES EACH. WATCH THEM ALL, ON DEMAND! 
 
In the age of social media and Amazon Prime, consumers are losing patience. They want their questions answered or their issue solved as quickly as possible. This means in order to stay competitive, companies must look ahead to the latest trends in self-service that go beyond IVR. And while we all know it’s important to research the latest technology and trends, it takes valuable time.

Enter: A Crash Course in the Next Generation of Customer Self-Service

We’ve taken a standard webcast, concentrated it into five ultra-focused 10-minute sessions on the latest thinking and technology in the self-service industry. This power-packed crash course shares the latest advancements that are shaping the future of customer service. Less time, more intensity and ready to be watched in-between calls or even on those few minutes before you wrap up your day.

You know customers are more self-reliant than ever before, wanting to take care of business using their preferred mode of interaction whenever convenient. How to make that a reality can be a challenge. So, for this Crash Course, we’ve brought together Aspect thought leaders, Joe Gagnon, Evan Dobkin, Abhay Prasad, Tony Lama and Tobias Goebel to show you exactly what it takes to provide the self-service options your customers are demanding.

You’ll want to put your phone down, there’s no time to multi-task! These sessions have all the information you need, without boring lectures.

Get ready to turn your customer experience into a competitive differentiator. REGISTER NOW for access to all five sessions.

Complete the full crash course and:
  • Understand the next generation of voice apps and what that means for IVR.
  • Discover the technologies that are changing the user experience and bridging the service gap in mobile apps.
  • Learn how the same Natural Language Understanding technologies that power today’s Intelligent Virtual Assistants are enabling automated text interactions for customer service.
  • Learn why messaging as a customer service tool can improve brand engagement.
  • Understand how “context cookies” are used for better, more efficient service when switching between self-service channels or when moving to an agent for human assistance.
  • Learn what it takes to give customers a rich mobile experience without the need to download yet another app.
 
 
imageWEEK ONE: AVAILABLE ON DEMAND - PRE-RECORDED
Do Customers Really Prefer Talking to Humans? How Siri is Changing Self-Service Acceptance
Speaker: Joe Gagnon, Senior Vice President and General Manager Cloud Solutions

Consumer technologies like Siri and Alexa are increasing user familiarity - and acceptance - of human-to-machine interactions. They ask questions and get answers. It’s easy, convenient and increasingly accurate. Is IVR really dead or do these virtual assistants pave the way for a new generation of IVR applications that benefit from advancements in Natural Language Understanding? Now more than ever, self-service enables companies to provide excellent service while lowering costs. How long before people stop saying “I just want to talk to a human,” and start saying “I don’t always need to talk to a human.” In this session we will discuss the evolution of IVR, including the technologies that are changing the user experience and bridging the service gap in mobile apps.
imageWEEK TWO: AVAILABLE ON DEMAND - PRE-RECORDED
Text is the New Talk - Using Interactive Text Response to Make Self-Service Effortless
Speaker: Evan Dobkin, Product Marketing Manager

What if your customers could text a question and get a response? And what if that response was fast, accurate and personal, despite not being sent by a human? Find out how the same Natural Language Understanding technologies that power today’s Intelligent Virtual Assistants are enabling automated text interactions for customer service -- what we call Interactive Text Response. In this session, Evan Dobkin will share an introduction to this new service channel, describe how it works and showcase some real-world use cases and customer learnings.
imageWEEK THREE: AVAILABLE ON DEMAND - PRE-RECORDED
Why Messaging is the Next Frontier for Customer Service
Speaker: Abhay Prasad, Senior Director Self-Service

Research shows consumers are ready for messaging-based brand interactions. In fact, the Aspect Consumer Experience Index shows that 38 percent of consumers would rather use messaging apps like Facebook Messenger or WhatsApp to engage with customer service versus phone calls. Consumers are clearly calling for a change in brand engagement and messaging-based customer service could be the answer. In this session you’ll see how messaging as a customer service tool can improve brand engagement, service and support levels.
imageWEEK FOUR: AVAILABLE ON DEMAND - PRE-RECORDED
From Self-Service to Agent Assisted: The Critical Importance of Experience Continuity
Speaker: Tony Lama, Director of Cloud Solutions

Adding new ways for consumers to interact with your business is a smart move. But ensuring a seamless experience as customers move between various self-service and agent-assisted channels is even smarter. While self-service is convenient, the need for live assistance from knowledgeable staff will not go away. Customers will continue to reach out for human help with complex account inquiries or questions. In this session, understand the value of Experience Continuity and how “context cookies” preserve data collected throughout the customer journey for better, more efficient service when switching between self-service channels or when moving to an agent for human assistance.
imageWEEK FIVE: AVAILABLE ON DEMAND - PRE-RECORDED
Disposable Mobile Apps: Complex Self-Service Made Easy
Speaker: Tobias Goebel, Director of Emerging Technologies

Six out of the top 10 apps used on phones today are messaging apps including SMS. But SMS lacks the ability to display rich media or secure data entry. For temporary or occasional needs, customers don’t want to download yet another app. Disposable apps solve this problem by enabling richer self-service interaction that is more complex than current basic SMS interactions today. In this session, Tobias Goebel will share how disposable apps work, including compelling real life examples.