Get Stakeholder Buy-in

1. Get Stakeholder Buy-in A presentation template to help you explain, champion, and drive acceptance of your AI bots strategy with internal stakeholders.

2. <Company Name> Businesses at a crossroads A view of the current marketplace and workforce challenges and how forward-looking leaders can convert to opportunity

3. The marketplace: impact on the bottom line The urgency for change • The paradigm change:Alternative players have caught up to solve for lagging service in digital and mobile channels. • Convenience no longer a luxury: Busy consumers need speed and ease to shop, book travel, bank, tend to healthcare, file claims. • New face of loyalty: Instant-gratification (or lack of) is king, has immediate and long-term business impact, due to social media.

4. The marketplace: the reality Customers left wanting for more • Only 5% of customers report their sales and service experiences exceed expectations. • 30% of customers indicate their attempts at self-service fail. • 45% will abandon an online purchase if they cannot find a quick answer to a question. • 50% switch providers if they feel their time isn’t valued or encounter rude or multiple agents or don’t get answers. • 82% of customers are likely to stop spending with a company due to a bad service experience. Poor service isn’t just inconvenient. It costs companies $62B per year. Despite more technology and resources, that’s up $20B from three years ago.

5. The marketplace: technology trends The “app for that era” makes it harder for businesses to convert customers digitally. • Customers browsing, gaining info, reading reviews • Yet, actual sales conversions are low compared to 17-20% brick and mortar rates Average person has 119 apps but uses 5 regularly Today 1950 1980 1990 2005 App Fatigue Mainframe Web Mobile Client-Server

6. The workplace: busy yet not productive Productivity dropped for 3 consecutive quarters – the longest decline since 1979 • What’s consuming our time? Employees on average juggle 30 apps, receive 200 emails daily, and attend 62 meetings monthly • The reality? Despite best intent, apps and systems investments have yielded distracted teams, overburdened by admin tasks • Constant choice is required:Between relentless system updates or focusing on customers and growing the business

7. The workplace: external distractors • Regulations and paperwork onslaught: Time spent with customers (and patients) is now a mere 25% in many industries • Businesses struggle to keep up: Enterprises buried by operational constraints yet attempting to keep agile new players from picking off customers The urgency for change

8. “80% increase in productivity growth is required to enable the same average rate of GDP growth seen in the past 50 years.” • McKinsey Global Institute The question is … What needs to change?

9. What are people doing on a personal front The Next Wave of Consumerization 2008 2016+ Mobility and device choice Social media, File sharing and other services Consumer-like Messaging Speech and Smart Technology

10. People don’t need more apps. They want simpler, smarter ways to get work done in the apps and websites they already use.

11. Intelligent chatbots make apps simple, human OMNICHANNEL DEVICE AGNOSTIC SYSTEMS + INTELLIGENCE + AI and Machine Learning API 1010100101011010101010101010 NLP Natural Language Processing

12. Why bots for the enterprise? The business case for bots: For your customers. For your workforce.

13. Engaged customers drive revenue • 90% more likely to make more frequent purchases • Spending 300%more per year • 5xmore likely to choose brands for future purchases • 7xmore likely to respond to a brand’s offers • Spending 60%more on each transaction • Have 3x higher annual customer lifetime value • 6xmore likely to try a new product Gartner predicts that brands offering personalization will outperform competitive brands by 15% by 2018.

14. What’s possible: bots for consumers • Bots turn the traditional, frustrating digital experiences your customers are used to into conversational, personalized, and instantly gratifying engagements. • Simple text and voice features for faster answers, updates, transactions, and issue resolution • Actionable, simple response options for time-sensitive notifications • Automated intake and responses for immediate triage of 24/7 service and support requests • Sustainable 1:1 guidance if and when needed – when customers are engaged • Actionable big data for right-time, right-fit offers vs. one-size fits all CROSS-SALES LOYALTY ENGAGEMENT

15. What’s possible: bots for the workforce • Bots breathe new life into how team members interact with technology. Bots are piqued to radically change how people connect, deals are made, days are spent. • Simple text and voice features for faster onboarding, system updates, communications, and information retrieval • Actionable, simple response options for real-time customer, cross-functional team, and management requests – w/o back-and-forth email • Adherence and follow-up to complex business workflows, without the need to recall each step • Data-driven insights for team members to instantly capture and convert every revenue opportunity EFFICIENCY TIME GROWTH

16. Company Vision Bots for <company name>

17. <Company Name> Vision To the marketplace we want to be known for … • Broad vision statement Our internal culture, throughout the enterprise, our vision is based on our beliefs that … • Broad vision statement

18. Goals Intended business outcomes – e.g. cost cutting, accelerating growth, system automation, implementing a digital strategy, enabling omni-channel experiences for customers and/or employees

19. Goals/objectivesFor customers • Harness untapped revenue streams • Engage with millennials and generate loyalty • Meet digital customers where they are and provide round-the-clock gold star support for greater satisfaction, loyalty, and repeat business.

20. Goals/objectivesFor workforce • Create process and workflow efficiency • Reduce operating costs via enhanced automation • Eliminate mundane, admin tasks from revenue-generating staff

21. Current challenges Opportunity identification, quantification, and other observations

22. Current customer challenges • Customers dissatisfied if they fail to receive a response from support in an almost immediate fashion (expectations within minutes) • Customer engagement is lower than desired. Connect more frequently across various channels based on customer preferences • Need to increase number of products used by average customer. Identify cross-sell and up-sell opportunities using bots

23. Current workforce challenges • Sales force productivity impact due to high number of necessary administrative tasks • Customer support team overloaded with number of channels customers can reach out for help and timeframe (24/7) • IT Help Desk high number of basic request slowing down resolution of more complex issues

24. Bot solutions / initiatives Quantifying the value-add of bots for customers and the workforce.

25. Value quantification for customers • On average, 100 complaints per week from customers are generated due to slow service response times. Customers who submit complaints are 60% more likely to abandon a purchase or switch to another brand completely. • Average customer prompted by a friendly customer representative with an offer or engaged with on social media spends 10% more than customers who are not engaged regularly. Customers who can access a brand cross-channel 24/7 are 65% more engaged than those that cannot. • Customers prompted at the right time with a precise offer are 15% more likely to upgrade or purchase a second product/service from a brand. Average of 400 offers sent per week in which only 2% of customers actually act on the offer.

26. Bot priorities for customers • Priority 1 • Priority 2 • Priority 3

27. Value quantification for workforce • Sales reps spend an average 20 minutes following every prospect meeting entering data into CRM. 2,000 sales reps. Average of 15 prospect meetings per week. • Customer support team spends on average 10+ minutes on the phone resolving basic issues. 3,000 customer support reps. 1.2 million customers. 500 accounts unlocked manually every day. • IT support team spends an average of 5 minutes on each level 1 request. 35 IT support reps total. 100 level 1 requests received per day.

28. Bot priorities for workforce • Priority 1 • Priority 2 • Priority 3

29. Quantification guide

30. Risks for success

31. Challenges and risks • Concerns from employees that workforce bots will “take jobs” • Concerns from management that “chat-based” workflows will cause a decline in professionalism from employees • Security risks associated with passing data via API (PII, etc.) • Customer response to interacting with a bot and not a real person

32. Success Factors

33. Success factors • The bots deployment strategy must… • Have leadership and employee support • Address unique needs of employees or customers (think about the end user experience) • Include feedback mechanisms for both customer and employee engagement • Enable cross-functional teams to communicate effectively on deployment

34. Suggested Approach

35. Guiding principals • Executive sponsor and employee advocacy • Continuous stakeholder feedback loop • Strategy must drive increased efficiency for the workforce and engagement for the customers • Well-defined goals and metrics for success • Continued optimization of NLP and machine learning capabilities

36. <Company Name> Deployment Goals • Get stakeholder buy in from business units and others • Gather user requirements to better understand channel preferences • Train NLP, test use cases, and provide to UAT • Launch initial bot, assess performance, and fine-tune

37. Suggested approach • Choose an end-to-end bots platform for designing, building, testing, and hosting intelligent bots • Leverage omni-channel capabilities of the platform to engage users in channels they choose • Optimize natural language capabilities of enterprise bots deployed to provide a superior experience

38. Bots project timeline 2008 Month 6 Month 4 Month 5 Month 3 Month 2 Month 1 Capture initial requirements and objectives Test accessibility to systems Strategy, ROI, use-case roadmap High profile bot POC Develop, integrate train, deploy bots Refine NLP, tasks, iterate next wave of bots

39. Human Resources On-boarding Training Time and attendance Announcements and alerts Explore other bot use cases for future deployment IT Services Password/token reset Asset management Hardware procurement Document management Network issues Customer Service Account resolution Status updates Subscription services Account upgrades Service alerts Sales Lead management Opportunity management Quote creation Pipeline reports Travel & Expense Expense reports Travel booking Accounting Purchase orders Vendor payments Inventory management

40. Metrics for Success

41. Success metrics • Bot usage: active users, number of channels used, • Bot success: number of issues resolved, • Productivity: • Revenue: • Cost Reduction: