You are an existing customer of Monument Outdoors and follow them on Twitter for the latest updates and deals. You see a post about a sale at a store near you and decide to inquire for more details.

 

The tweet is more than a mere notification. It invites you to respond on the spot and engage in a conversation to confirm your attendance.

You are an existing customer of Monument Outdoors and follow them on Twitter for the latest updates and deals. You see a post about a sale at a store near you and decide to inquire for more details.

 

The tweet is more than a mere notification. It invites you to respond on the spot and engage in a conversation to confirm your attendance.

Hit the reply button to receive further details on the sale.

You tweet out to receive more information about an exclusive sales event to preview the newest outdoor sports equipment for the upcoming Fall season and shop with a discount.

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You let Monument Outdoors and the world know that you are excited to participate.

 

As you follow each other on Twitter, Monument Outdoors is now able to send you a direct message (DM) with more details about the sale.

 

Click on the Messages icon at the bottom of the screen to read the message.

The system can process responses in plain English (and many more languages) using Natural Language Understanding.

 

The interaction is fully automated yet looks and feels like a conversation with a person. The responses from Monument Outdoors come within seconds.

 

This is Interactive Text Response (ITR).

 

After a short on-the-spot interaction, the in-store visit is confirmed for the 16th.

 

The system confirms everything with a final message.

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You visit the store on the 16th and are shopping for a new sleeping bag to take on a camping trip in November.

 

Having only shopped online before, you don't know the store layout and aren't sure where the camping section is. Instead of having to look for an employee, you reply to message from your Twitter account.

 

The ITR application easily understands the "where is <productname>" syntax and gives the location of the sleeping bag display along with a planogram link to visually give directions.

Click the embedded link in the direct message

The link is pointing to a disposable app. 

 

Disposable apps are special-purpose mobile Web apps that work on all smartphones, do not require prior download, and let you accomplish tasks more efficiently by sending you directly to relevant context derived from the prior engagement, bypassing tedious log-in or menu screens.

 

 

Knowing the customer – based on their phone number – the link provides more than a generic in-store map. It takes the context of the conversation into account and points the customer to the specific section requested.

 

Beyond the static content of the map, the customer can get access to their account, a shopping list of saved items and in-app help for further assistance.

 

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Not knowing much about the various sleeping bag ratings, it would be helpful to talk with an employee face to face.

 

While ITR applications can parse through text to find the most likely intent, we can flag for specific phrases such as “need help” to dispatch someone right to the customer.

 

Because the application tracks context, Monument knows the customer is in the sleeping bag section from their prior interactions. 

 

That’s what we call Experience Continuity. 

 

Using context cookies, the solution builds a repository of contextual data of all interactions between a customer and a company during any touchpoint across any channel, incl. the contact center.

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Using the same text interaction system, we can notify all employees (based on skill level) that a customer requires assistance, what products are involved and the customer’s location. Employees do not have to use Twitter for that: the system leverages basic text messaging (SMS), which works on old cell phones and smartphones alike.

 

The first confirmation by an employee will trigger a notification to the other staff members that someone is on their way.

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While it would be great to have employees know everything about the items for sale, it’s not always possible when a store has thousands of SKUs.

 

The employee can be equipped with critical just-in-time information to assist the customer:  Questions to help the customer qualify which product suits them best, inventory counts, and related products for potential cross-sell and up-sell.

 

This type of data would otherwise only be available to agents in the contact center, but with a smart device, they can access it easily and with valuable context.

 

Click the link embedded in the last message

Our in-store employee helps make the sleeping bag purchase and with the suggested items list, is able to cross-sell a cooking set perfect for camping trips. As this set is not available in store, the employee is able to place the customer¹s order directly from their smartphone on the floor

for home delivery.

 

Our in-store employee helps make the sleeping bag purchase and with the suggested items list, is able to cross-sell a cooking set perfect for camping trips. As this set is not available in store, the employee is able to place the customer¹s order directly from their smartphone on the floor

for home delivery.

 

Tap the Home button at the bottom of the phone to restart this demo, or continue with the Post-Visit Experience.

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Automated Self-Service Script

Agent-Assisted Live Dialog