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Presenting at the Shift Global Forum 2018 in New York City.
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Conversational Commerce for Travel Brands
1.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversational commerce for the travel industry LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Brandon Fluharty Strategic Account Director NA, LivePerson
2.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. A conversation about conversations
3.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. 20+ years managing brand-to-consumer conversations. 18,000 brands on our secure platform. Our goal is to make it easier for consumers to communicate with brands
4.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. It should be this easy Message your preferred brand what you want, and magic - you’ve got it!
5.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Because e-commerce is not a two-way conversation Less than 5% on average convert from websites. Between 60-80% of phone calls originate from the website.
6.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. “Conversations will eat the world.” Alex Spinelli Former head of Amazon’s Alexa Global OS and current LivePerson CTO We’re seeing massive shifts
7.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. And making big predictions TechCrunch, 2018 -Rob LoCascio, Co-Founder & CEO of LivePerson
8.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversational commerce will quickly eclipse the web and apps Web 1995 Apps 2008 Conversational 2018 A “zero learning curve” interface works everywhere for everyone LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.
9.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.LivePerson Proprietary & ConfidentialInformation. © 2018 LivePerson, Inc. All Rights Reserved. And phone calls for support are expensive 265Bphone calls into contact centers at a cost of $1.3 trillion. Source: IBM, October 2017
10.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Rainn Wilson Calls Customer Service T-Mobile Extended Cut Customer service is so bad, it’s becoming the butt of jokes
11.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. “All of our representatives are currently assisting other callers. Please stay on the line for two hours of saxophone samba, and we’ll answer your call at the exact moment you take a bathroom run.”
12.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. “Here’s how much I hate calling customer service: I wasted $120 over six months just to avoid calling AT&T to turn off data service on two iPads I was no longer using.”
13.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Meanwhile, your customers are already messaging Source: The Verge, 2016 15.2 million texts sent every minute. 60 billion messages sent a day.
14.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. And... Source: Forbes, 2017 103.32 million daily search queries via voice assistants.
15.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. 2015 2020 B2C communication is mirroring consumer shift Overwhelming consumer preference makes it “when” and not “if.” And big tech is adjusting Usage Voice Apps Web SMS Facebook Messenger Alexa Apple Business Chat Google RCS Messaging
16.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. New customer focus: move beyond “the session” Consumers want and expect service on their timetable, not a brand’s Current state Session-based—can only talk in real time. Ideal state Asynchronous— on the customer’s timetable: Continuous conversation MessagingWeb chat800-line
17.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversational commerce LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.
18.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. and more… The first step is to activate the tools we all use in our personal lives In-app and web Apple Business Chat Facebook Messenger Google RCS business messaging SMS Voice assistants
19.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Once a consumer messages your brand, they expect it everywhere
20.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Quickest way to get there is using IVR deflection IVR suggests messaging SMS sent to customer Consumer calls inbound Conversation continues there
21.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. 100 80 0 40 20 60 October 2017May 2017 2018 goal %ofvoicecallsdeflected 30% 40% February 2017 0% 68% Brands like Sky went conversational in a matter of months
22.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Overwhelming appetite for messaging 7.5 out of 10 consumers choose messaging over calling you. Period. Even if you present messaging and calling side by side — with no context — 75% of consumers tap messaging when they need to contact the brand. Based on LivePerson scale messaging implementation results 2017-2018
23.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Start on Alexa and continue via messaging Seamless handoff Understand intent Turn the Astra Alexa skill into a 2-way dialog Leverage automation At home In Lyft to airport “Alexa, tell Astra I’m on my way to the airport. Message me my options?”
24.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. What a fully conversational travel brand can look like
25.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversational offers a continuous consumer journey
26.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Impact of conversational commerce CSAT increases by 20% (95% peak) Messaging agents are 2X - 4X more efficient Reduce labor cost per interaction by 50% 50% decrease in agent attrition rates 4X increase in conversions 20-30% increase in AOV ($) Customer churn decreases by 20%
27.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. The conversational commerce adoption curve Time Cost 25% messagingagents Voice calls 65% automation 10% voice
28.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Navigating the conversational commerce ecosystem
29.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. The conversational commerce ecosystem Web Brand app SMS/IVR > SMS Social Apple Business Chat Facebook Alexa/Google Other end points Agents Bots AI Automations Information services Bot certification Standards Operations Intelligent routing CS operations Rich authoring Analytics Auditing Consumer identity Consumer experiences Agents, AIs, automations Enterprise integrations LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.
30.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Need to deliver one view for agents to manage all digital conversations at scale
31.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. A great conversational experience needs bots up front, and beyond.
32.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Bots and human agents should “tango” to manage conversations together at scale
33.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Agent manager Contactcenter head AI journey manager NEW, IMPORTANT ROLE Agents become bot trainers, update intents in real-time
34.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. An analysis of 20+ years of chat transcripts reveal: 54.8% of travel conversations are highly suitable for bots.
35.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. 8.6%Fees / Cost / Prices details 7.5%Change flight - Need assistance 6.7%Lending - Comparing products 4.8%Mile/Point - How to redeem? 4.1%Program/Membership - Looking for details 4.1%Login Issues 4.0%Cancellations/Cancelpolicy 2.9%Looking to upgrade 2.7%Help selecting seat 2.6%Website errors 2.6%How do I book a flight? 2.4%Help searching for flights Book Flight - General Assistance 12.9% Discount rates - Details and applying 2.2% Consumer airline example Automation is not overly complex: conversations are generally limited to a set of consumer intents
36.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Use transcripts and your site’s structured intents
37.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversational design requires a specific approach Be clear it’s a bot – avatar and text Information in small chunks – like a human Mirror language to confirm intent Response times in sync with consumer delivery of intent Indicate “typing” to convey human-like rhythm
38.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Specialist bots can contain 96% of inquiries LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.
39.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Sample experience
40.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved.
41.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. In summary
42.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Four key items to walk away with today 1 2 Customers have moved to messaging in their personal lives 7.5 out of 10 customers prefer messaging over phone calls 3 4 Top technology players, like Apple and Google, will accelerate this pivot Major brands are already using messaging and bots to communicate, setting a new bar for your customers
43.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Thank you! LivePerson Proprietary & Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Brandon Fluharty Strategic Account Director North America, LivePerson
44.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Messaging operational facts & figures (Warning: Some viewers may find this content shocking)
45.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Conversations take 2 hours (and sometimes days) Messaging 128 mins 84 CSAT Voice / chat 6 mins 74 CSAT
46.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. Up to 40 concurrent conversations
47.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. 5 - 10% 0.28% Voice LiveEngage Up to 35x more escalations happen in voice than messaging
48.
LivePerson Proprietary &
Confidential Information. © 2018 LivePerson, Inc. All Rights Reserved. 800 300 0 600 700 500 400 100 200 6AM Typicalweb chat/voice consumer patterns LiveEngage messaging consumer patterns 8AM 10AM 12PM 2PM 4PM 6PM 8PM 10PM Real time forces peaks, the messaging curve is natural
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