Consumers expect high quality interactions from self service and brands WANT customers to leverage self service channels

1. Let's talk about CX

2. 2
Content is copyright © 2022, Enlighten Autopilot US LLC and
its affiliates
The Language of CX

3. • Consumers expect high-quality interactions from self-service
• Brands WANT customers to leverage self-service channels
WHAT CONSUMERS WANT
The Resolution Revolution
CURRENT STATE OF RESOLUTION
81% of consumers attempt
to self-serve while only 19%
want to talk to a human agent
Only 17% of inbound volume
uses Scripted Automation
while 83% is managed
by human agents
IN THE NEXT 5 YEARS
85% of consumer interactions
will take place without a human
while just 15% will be managed
by human agents (Gartner)
15%
85%
83%
17%
19%
81%

4. 4
Content is copyright © 2022, Enlighten Autopilot US LLC and
its affiliates
Human Agent
DIGITAL
DIGITAL &
ANALOG
Only 19% Want to Talk to a Human Agent
81% Of Consumers Attempt to Self Serve
Time & Cost
Guided
Experience
Expert
Knowledge
Channels
(Digital)
Smart
Assistant
Purchase
Order Status
Delivery/
Service
Scheduling
Resolution
Research

5. Agents
• Single Pane
• Real-time Summary
• Customer Sentiment
• Co-piloting
• Knowledge Base Answers
• Final Summary
Knowledgeable guidance and next-best responses to increase Agent accuracy, improve
customer satisfaction, and accelerate the Agent interaction

6. Purchase
Order
Status
Delivery/
Service
Scheduling Resolution
Research
IVR FAQ Bot
Voice
Email Web
Chat
Google
Search
In App WhatsApp Apple
Bus. Chat
Proactive
Google
Messages
Customer Experience
Evaluations Coaching History/
Context
Effective
Tools
Answers
Scheduling
Quality Scheduling
CRM
Case Mngmt. FAQ Bot Search
Email
ERP
“AI”
Agent Experience
CSAT Retention Self-Service
Acquisition Efficiency
Quality
Brand Experience

7. Order Status
IVR Voice
Channel
SMS Chatbot Emergency
Comms
Mobile
Web Secure
Messaging
Employee
Comms
On Prem Cloud
Coaching
What Has Been Built to Accomplish a Complete Brand Experience
Billing & Payments CRM
Voicebot
Channels
Data Warehouse
Workforce Optimization Knowledge Management
Cloud Platforms
Microservices Reporting & Analytics
Carrier Networks
Video
Professional Services
NLU
Core Platforms
Live Chat

8. CX Tips to..
•
Set your
CX Goals
Embrace
Coherent & Consistent
Technology
Support
Agents
Measure,
Improve
Repeat
• Understand the new CX language & set
goals that are bold
• Enable CX through embracing coherent and
consistent technology
• Support agents who are key to CX
• Measure, improve and repeat

9. 9
Content is copyright © 2022, Enlighten Autopilot US LLC and
its affiliates