Winners were announced today in the 2020 People’s Choice Stevie® Awards for Favorite Companies, a feature of The International Business Awards®, the world’s only international, all-encompassing business awards program which is now in its 17^th year.

The worldwide public vote was conducted the past two months, with the highest number of votes deciding the winners in a variety of industries. More than 43,000 votes were cast. All Stevie Award winners in the Company of the Year categories of this year’s International Business Awards were eligible to be included in voting for the People’s Choice Stevie Awards.

Winners of the crystal People’s Choice Stevie Awards will be honored for their awards at The International Business Awards virtual awards ceremony on Tuesday, 1 December. Tickets for the event are now on sale.

The winners of peer-adjudicated Gold, Silver and Bronze Stevie Awards will be presented with their awards along with the People’s Choice Stevie Awards. Stevie winners were selected from more than 3,800 nominations received from organizations and individuals in more than 60 nations.

The winners of the 2020 People’s Choice Stevie Awards for Favorite Companies are:

-Advertising/Marketing/PR: Purpol Marketing
-Aerospace & Defense: Modest Tree
-Business or Professional Services: CAREERISTS AND TALENTANK
-Computer Services: KoçSistem
-Computer Software: VOMO
-Consumer Products: Makers Nutrition
-Consumer Services: Mayen
-Diversified Services: Backwoods Promotions Inc.
-Energy & Utilities: Dubai Municipality
-Financial Services: Cebuana Lhuillier
-Food & Beverage: Empire Eagle Food Co., Ltd.
-Health Products & Services: flowhub Software GmbH
-Hospitality & Leisure: Kindersley Hospitality Endeavors
-Insurance: USHEALTH Group
-Internet / New Media: SiyonaTech
-Manufacturing: Makers Nutrition
-Materials & Construction: Viettel Construction Joint Stock Corporation
-Media & Entertainment: STREET SCIENCE
-Non-Profit / Government: The Pahang State Foundation
-Other Industries: Makers Nutrition
-Real Estate: Filinvest Alabang, Inc.
-Retail: Georgio’s Bottega
-Transportation: Whale Logistics

• - Laos’ mostly rural population does not have access to traditional banking services
•  
• - Star Fintech Sole Co. (Star Telecom) developed “u-money” which is easy to use, low-cost, and accessible via mobile devices

About Star Fintech Sole Co. 

Founded by Star Telecom (Unitel) in 2019, Star Fintech Sole Co. is the first “u-money” mobile phone service in Laos. This provides nationwide financial services that are quick and convenient, low-cost electronic payments. 

Modern Money in Laos

• 

Laos is a developing country where most areas are rural. Most people live in mountainous areas and do not have bank accounts, thus access to financial services is quite limited. As a leader in telecommunication and digital transformation, Star Telecom is committed to investing and concentrating its resources to people who would benefit the most. 

Unitel engaged with the Bank of Lao PRD (BoL) and the United Nations Capital Development Fund (UNCDF) in 2014 to develop “u-money”, a digital financial service product. U-money now takes an active part in the development of Laos and allows people in rural areas to access financial services via mobile devices. In 2019, Star Telecom became the first company to receive a legal license for e-wallet services in Laos.

Startelecom (Star Fintech Sole Co.) won a Silver Stevie for Innovation in Product Design & Development - Consumer Products & Services in The 2020 Asia-Pacific Awards®. 

Interested in entering The 2021 Asia-Pacific Awards? 

• - Customer service tools with AI-based technology improve sales, marketing, and overall customer satisfaction
  
  
• - Grazitti Interactive’s SearchUnify platform simplifies complex issues and provides tools and personalized search results 

About SearchUnify

SearchUnify is a flagship product of Grazitti. This unified cognitive search platform revolutionizes information discovery, fuels an insight engine, and makes for a robust platform for AI-based apps like customer-facing and agent-assisting chatbots. It’s AI powers relevant and personalized search results for customer support and self-service. 

Grazitti’s Product Inception

Grazitti Interactive is a digital innovation leader with extensive experience in developing solutions for CRM, marketing automation, online communities, and analytics. With over a decade of experience enabling businesses to improve marketing, sales, and support outcomes, Grazitti Interactive witnessed businesses struggling to put information in the hands of end-users. SearchUnify was built to unify diverse content sources and provide a seamless user experience and to simplify tools and requirements in one extensive platform.

AI is being seen by support leaders as a possible solution to many complex issues. AI-powered apps built on SearchUnify equip agents with tools they need to delight customers. As a one-stop solution, SearchUnify helps to increase case deflection and expedite case resolution. It helps community managers drive self-service success by showing smart recommendations to users based on their search behavior to help them find the most relevant answers quickly. 

SearchUnify’s customers have seen exponential success: 

• 12% month-to-month increase in site visits 
  13% increase in search conversions
  15% increase in agent productivity
  21% increase in case deflection
  28% reduction in searches without results 
  Over 8 million cumulative total searches 

SearchUnify won a Silver Stevies for Innovation in Customer Service - Innovative Use of Technology in Customer Service - Computer Industries and a Silver Stevie for Innovation in Product Design & Development - Innovation in Business-to-Business Products & Services in The 2020 Asia-Pacific Awards®. 

Interested in entering The 2021 Asia-Pacific Awards?

 

The Stevie® Awards for Women in Business, which shine a spotlight on women executives, entrepreneurs, and organizations run by women, have announced the 2020 winners today.

The Stevie Awards for Women in Business is an international competition produced by the creators of the prestigious International Business Awards® and American Business Awards®. The Stevie is widely regarded as the world’s premier business award.

This year’s Gold, Silver and Bronze Stevie Award winners will be honored at a virtual awards ceremony on Wednesday, December 9. More than 400 women and their guests from around the world are expected to attend the presentations.

The Stevie Awards for Women in Business event will be complemented by the third annual Women|Future Conference, a two-day networking and learning event for female founders, business owners, entrepreneurs and industry leaders, that also will be staged virtually, this year on November 12-13. Registration is just $99, or $49 for current students with an active student ID.

Details and registration are available at www.WomenFutureConference.com.

More than 1,500 nominations from organizations and individuals around the world were submitted this year for consideration in categories including COVID-19 Response, Entrepreneur of the Year, Executive of the Year, Most Innovative Company of the Year, and Startup of the Year, among others. More than 180 business professionals working in seven specialized judging committees determined the Gold, Silver, and Bronze Stevie Award winners.

Among the many extraordinary organizations and women who have been recognized as Stevie winners, the following organizations stand out as those with four or more winning nominations: 8x8 to Educate (Currumbin, QLD Australia), AlterContacts (Amsterdam, The Netherlands), Dee is for Digital (Marbella, Spain), DevelopHer (Dallas, TX USA), DHL Express (worldwide), Families Without Borders (Moraga, CA USA), Helen Zahos, Humanitarian Nurse (Australia), IGNITE Worldwide (Brier, WA USA), Jeunesse Global (Lake Mary, FL USA), John Hancock (Boston, MA USA), Mentor (New York, NY USA), New American Funding (Tustin, CA USA), Purpose DRV’N (Woodbury, MN USA), REMAP Network (Toronto, ON Canada), Saski Collection (Gold Coast, QLD Australia), Spectrum Support Ltd (Southport, Queensland Australia), Tavuun Welfare Association (Lahore, Pakistan), The Financial Literacy Youth Initiative (Cranston, RI USA), Toft Group (San Francisco, CA USA), Wolters Kluwer (multiple cities), and Xandr (Boston, MA USA).

The 2020 Gold, Silver, and Bronze Stevie Award winners reflect a diverse group of large and small organizations from around the globe. Notable Gold Stevie Award winners in this year’s competition include:

• Julianna Yau, Founder, Ampala Education, Hong Kong - Woman of the Year - Business Services
  
  
• Jacqueline Guichelaar, Senior Vice President and Group Chief Information Officer, Cisco, San Jose, CA USA - Woman of the Year – Technology
  
  
• Katherine Relle, Private Equity Portfolio Manager, JPMorgan Chase & Co., New York, NY USA - Female Employee of the Year – Business
  
  
• Michelle Arscott, Founder and Mentor, The International Life Coach, Nairobi, Kenya – Mentor or Coach of the Year – Health/Wellness
  
  
• Project SMILE, NCR, Philippines – Most Valuable Non-Profit COVID-19 Response
  
  
• EggLife Foods, Chicago, IL USA – Best New Product of the Year – Consumer Products
  
  
• LinkedIn Corp, Sunnyvale, CA USA – Most Valuable COVID-19 Corporate Response
  
  
• Burger King, Miami, FL USA – Communications or PR Campaign of the Year – Food and Beverage

Stevie Award-winning nominations were submitted by organizations in Australia, Bahrain, Brazil, Canada, China, Egypt, Finland, Germany, Hong Kong, India, Ireland, Israel, Jordan, Kenya, Mexico, the Netherlands, Nigeria, Norway, Pakistan, Philippines, Russia, Saudi Arabia, Singapore, South Africa, Spain, Taiwan, Turkey, the United Arab Emirates, the United Kingdom, the United States, and Vietnam.

Visit http://www.StevieAwards.com/Women for a complete list of Stevie winners by category.

Winners of five Grand (best of show) Stevie Award trophies, and in three HCL Technologies-sponsored categories for women in technology, will be announced the week of October 12.

The Stevie® Awards, organizer of the world’s premier business awards programs, has issued a call for entries for the 2021 (second annual) Middle East & North Africa Stevie Awards, sponsored by the RAK Chamber of Commerce & Industry. Entry kits and complete details on the competition are available at http://MENA.StevieAwards.com.

The Middle East Stevie & North Africa Awards are the region’s only awards to recognize innovation in all its forms through the workplace. The awards are open to all organizations in 17 nations in the MENA region: Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Morocco, Oman, Palestine, Qatar, Saudi Arabia, Syria, Tunisia, Turkey, United Arab Emirates and Yemen.

All individuals and organizations - public and private, for-profit and non-profit, large and small - may submit any number of nominations to any number of the categories.

There are no entry fees in this awards program. Organizations may submit as many nominations as they’d like, without cost. Instead, those named as Gold, Silver, and Bronze Stevie Award winners can choose to accept their Stevie Award and pay a “winners fee” for each successful nomination.

Nominations may be submitted online through two entry deadlines: November 4, 2020 and January 20, 2021. Winners fees payable will be lower for nominations submitted through the first deadline.

Winners of the Gold, Silver, and Bronze Stevie Awards in the competition will be announced on February 18, 2021, and celebrated during a gala event in RAK at the Waldorf Astoria on March 27.

There are two new category groups for 2021. The COVID-19 Response categories recognize the contributions of individuals, groups, and organizations that have worked valiantly over the past months to keep us safe, healthy, employed, and informed. The Achievement categories recognize singular innovative achievements in areas such as customer satisfaction, growth, international expansion, and more.

Nominations citing innovative achievements will be accepted and judged in both Arabic and English, in more than 100 categories across the following category groups:

• Apps & Websites,
• Achievements,
• Annual Reports & Other Publications,
• Company/Organization,
• Corporate Communications & Public Relations,
• COVID-19 Response,
• Customer Service,
• Human Resources,
• Live Events,
• Management,
• Marketing,
• New Products & Services,
• Technology, and more.
•  

 

Winners of the 2020 edition of the awards included Al Dhafra Region Municipality, BEKO, Birevim, Boehringer Ingelheim, Çelebi Aviation Holding, Cisco Systems, Coca-Cola Içecek, DHL Express, Dubai Health Authority, Federal Competitiveness and Statistics Authority, Geneva Centre for Human Rights Advancement and Global Dialogue, Mohsin Haider Darwish LLC, RAK Transport Authority, Virgin Mobile, Vodafone and many more.

 

The 2021 competition will be judged by more than 150 professionals around the world.

 

Interested in entering the 2021 Middle East & North Africa Stevie Awards?

• - Australian-based digital advertising company paves the way for new revenues in traditionally untouched spheres
•  
• - Hoppr creates a new way to advertise on the small screen while still reaching massive audiences
•  
• - Advertising with Hoppr allows customizability and flexibility for businesses of all sizes
•  

About Hoppr

Hoppr is a startup company focused on creating technology solutions for the global advertising sector. Their flagship technology solution - HopprTV - creates ad space in a new place. This world-first turnkey solution can be seamlessly integrated with any TV service to display personally tailored and targeted ads to audiences of the small screen. Hoppr’s innovations are visible through their strategic partnership with leading global media groups including Technicolor, a global media giant with access to 700 million set top boxes worldwide. 

Hoppr allows businesses of any size to deliver messages to highly engaged TV audiences, targeted personally or geographically, thus unlocking new revenue while generating detailed information about audience habits. By integrating HopprTV, platforms can instantly offer digital advertising solutions that compete with online rivals, creating a new ecosystem of advertising on the small screen that opens the doors for small businesses to connect with audiences closest to them.

HopprTV’s Solution

In the modern media landscape, nothing compares to the reach and prestige of advertising on television. But in the digital age, most advertisers are turning from the traditional, expensive contracts on the small screen to more targeted, flexible, and cost-efficient messaging found online. 

This trend has only accelerated with the recent COVID-19 pandemic, wherein TV advertising revenues plummeted worldwide despite more people than ever watching streaming and free content online. To adapt and thrive in this new media environment, TV advertisers need to adopt the tactics and techniques of online digital marketers. HopprTV was designed to bridge the gap between TV’s prestige and digital’s flexibility, creating ad space in a new place to unlock revenue, rich audience data, and targeted exposure like never before. 

Hoppr won a Gold Stevie for Innovation in Technology Management, Planning & Innovation - Telecommunications Industries in The 2020 Asia-Pacific Stevie® Awards. 

Interested in entering The 2021 Asia-Pacific Stevie Awards?

周囲を見回してみてください。自動化はどこにでもあります。空港での手荷物預けから、ピザの注文、ホテルの客室予約、病院の診療予約まで、人口知能は世界中で利用されています。カスタマーサービスも同じです。専門家たちは、今年の年末までにすべての顧客対応の85％は人間の手を借りず行われるようになるだろうと予想しています。

 

カスタマーサービスの自動化は、反復的な手作業に対する人材投入を根本的に減らし、時間と労力を節約させ、究極的には金銭的資源を節約します。これは、人とのいかなる接触も必要なく、顧客が質問をし、その場で質問に対する答えを聞けるようにするプロセスの追加を意味します。お客様は少しの労力を費やすだけで解決策を得られるので、これはとても効果的な方法だと言えます。

 

カスタマーサービスの自動化により、背後関係や2次的な説明の必要性がなくなり、面倒なく問題の核心にたどり着くことができます。これは小売業者、メーカー、ITプロフェッショナル、そしてSaasマーケティングエージェンシーですら潜在的な応用事例があるので、業界による制限はありません。

 

自動化されたカスタマーサービスをあなたの組織に統合したいですか?あるいは、その用途について周りの人に説得しなければなりませんか？Ring Centralがサポートします。あなたのビジネスがカスタマーサービスの自動化に投資すべき理由がここにあります。

 

Source: Finances Online

 

AIなら問題を先取りできる

自動化によって、人間では実現不可能なレベルの対応ができるようになります。そう遠くない将来、仮想アシスタントは人々がビジネスとどのようにコミュニケーションをとるのかを理解し、そのデータを利用して顧客の旅程全体を案内することにより、顧客が何を望んでいるのかを知ることができるようになるでしょう。

 

AIアシスタントは顧客ベースを構成する人を把握し、本人ですら何を必要としているかを認識していないうちに、彼らが望むものを提供するでしょう。AI内蔵システムは無数のウェブサイトとデータセットをモニタリングして、苦痛の指標とカスタマーエクスペリエンスを妨げるものを識別します。その次に、様々なプラットフォームで動作するポップアップや仮想サービスエージェントを介して即座に応答することができます。

 

このような先制的な問題解決は、一方では顧客の満足度を向上させると同時に、購買サイクル内における顧客の離脱率を大幅に下げることができます。

 

このような形の先制的な問題解決を「意図予測」といいます。これは顧客がどこから来たのか、次にどこに行くべきで、そこに到着した時に何が必要なのかを把握するための一つのアルゴリズムです。クリック、スクロールの速度、表示、購入履歴などの入力事項は、意図を決定し、適切な種類のサポートを選択するデータに変換されます。

 

例えば、その技術はウェブ活動に基づいてパターンを認識し、顧客からの電話を正しいエージェントや部署に案内することができます。意図予測により、カスタマーサービスチームが必要とされる正確な地点に、彼らがいられるようになります。

 

24/7 365

AIを活用したカスタマーサービスを提供する組織は、休業日、病気の日、または時間帯の制約なく、顧客からの問い合わせを毎日いつでも処理できるということを意味し、顧客は応答を待つ時間がなくなります。待ち時間がないということは、顧客満足の向上につながるため、顧客離れが少なくなります。また、これはブランドの顧客献身を証明しており、信頼と評判への重要な要素となっています。

 

教育や繰り返しが不要

スタッフの採用と教育はコストがかかり、時間がかかるプロセスです。アメリカの顧客コールセンターのオペレーター採用には$4,000以上の費用がかかり、コールセンターの人材管理ソフトウェアシステムでスタッフを教育するのに$5,000以上の費用がかかる可能性があります。事務用品やオフィス、その他の事務費用を気にする必要もありません。

 

自動化ソリューションは、コールセンターにおける一般的な問題である費用と空間問題の両方を解決してくれます。 AIはチームメンバーが顧客にサービスを提供し、業務の満足度を高めるのに必要な資源を提供することができます。

 

例えば、オートダイヤラーは特定の通話に必要なもの全てをオペレーターに提供できます。同時に、コンピュータテレフォニー統合ソフトウェアでは、すべてのデータを一つのダッシュボードにリンクして可視化することで、顧客の問い合わせに対応するのに役立つ数多くの方法をオペレーターに提供することができます。これらの機能は、Ring Centralがスティービー賞を受賞した理由の一部に過ぎません。

 

全スタッフを再教育し直すのではなく、ソフトウェアを再構成することで他のすべてを自動化することができます。さらに、AIを活用したカスタマーサービスプラットフォームは、面倒で退屈な作業から従業員を解放し、困難な顧客の問題により集中し、創意的でダイナミックなソリューションを考えることを可能にします。

 

Source: Superoffice

 

より簡単なパーソナライズの方法

ビッグデータ、機械学習、AIを組み合わせることで、企業は顧客のパーソナライズレベルを作り上げることができます。これは過去の購入履歴を利用して新製品を提案するというような簡単なものから、ユーザーのブラウジング習慣と読解力に合わせてリアルタイムに配置された、詳細なウェブサイトのレイアウトのように複雑なものまであります。

 

この種のパーソナライズにより、カスタマーエクスペリエンスが向上します。これは、リピート購入はもちろんのこと、コンバージョンを促します。AIと自動化はまた、顧客の購入履歴、検索選好度、ビジネスでの過去の経験を理解することにより、人間のスタッフが話をしている相手に関するより多くの背景的な情報を提供してくれます。このような情報を得ることにより、サービスのプロフェッショナルは、顧客に対してより良い、よりカスタマイズされたサービスを提供することができます。

 

保証された信頼性

AIを活用したカスタマーサービス技術は、人間と肩を並べることのできないレベルの信頼性を実現します。チャットボットは、人間が持ちうる所属意識や偏見を持ちません。またチャットボットは遅刻することもなく、顧客に対して苛立ったり、不適切な冗談を言ったりもしません。

 

また、適切なサービスを提供していない場合には、問題を人間の管理者に報告するように設計することもできます。これにより、顧客サービスの相互作用が改善します。これは再取引を促す最も良い方法の一つです。

 

問い合わせが人間のオペレーターに報告されると、過去の通話データを瞬時に処理し、顧客が説明を繰り返さずとも中断された場所から作業を引き継ぐことができます。またサイロ化した情報や別のデータベースは必要ありません。仮想アシスタントと連携するカスタマーサービスオペレーターは、一貫性があり、信頼性が高く、フレンドリーなサービスを提供することができます。

 

Source: Artificial solutions

 

スピーディな拡張能力

AIを活用した技術は、リソースが限られている場合(パンデミックのように)でも、企業は簡単かつ迅速に顧客サービスを拡張または縮小することができます。新製品やサービスをリリースする際、企業は人の手を介さずとも無数の顧客からの問い合わせを処理できるFAQやビデオベースのソリューションを公開できます。

 

チャットボットは、問い合わせが殺到している状況下でも顧客の問いに容易く対応でき、あらゆるやり取りから学び、成長することができます。企業は制約なしに、そこで必要とされる言語を話せるスタッフを大量に雇って、教育する必要なく、新しい市場に参入することができます。従業員がどこにいても、どこで仕事をしていても関係なく、会社は従業員とつながった状態を維持することができます。

 

AIは人間のチームに代わるものではなく、彼らをサポートするためのものです。膨大なデータを編集して、読みやすく、実行しやすい形式で提供できるため、究極的には顧客の利益となります。これは、仕事をよりスマートに、難しくすることなく、これからのカスタマーサービスの姿を変えました。

 

John Allenは、グローバルUCaaSおよびVoIPプロバイダRing Centralの取締役であり、グローバルSEOを務めています。彼は14年以上に渡って、デジタルマーケティングプログラムの構築と最適化に対する幅広い経験を持っています。MarketScale、E-Spiritなどのウェブサイトにも寄稿しています。

 

Ring Centralは2020スティービー・アジア・パシフィック賞の人事（HR）管理/企画/実行のイノベーション部門でゴールド・スティービー賞を受賞しました。

 

自动化无处不在。从机场托运行李到订购披萨、预定酒店客房或预约医生诊疗，人工智能在全球范围内得到广泛使用。客户服务没有什么不同。专家预测，到今年年末，85%的客户接待将无需人工干预。

 

客户服务的自动化从根本上减少了人工和重复性的工作，从而节省了时间、精力和金钱。这意味着增加了一些流程，这些流程使客户可以即时询问和查询，而无需与客服代表进行任何联系。客户为了找到解决方法只要稍微辛苦一下就可以了，所以这是非常有效的方法。

 

自动化的客户服务消除了对反复对情况进行说明的需求，无需太繁琐，即可找到问题的核心。它也不受行业限制，在零售商、制造商、IT专业人员甚至Saas营销机构都有潜在的用例。

 

您是否希望将自动化客户服务集成到您的组织中？还是您仍然需要说服周围的人使用它？RingCentral可以为您提供帮助，这就是您的企业应该在自动化客户服务上进行投资的原因。

 

Source: Finances Online

 

人工智能可以先发制人地解决问题

 

通过自动化，您将获得人类不可能达到的一定程度的应对性。在不久的将来，虚拟助手将了解大多数人与企业的互动方式，并使用该数据来指导客户整个旅程，从而了解客户的需求。

 

AI助手会知道谁构成了您的客户群，甚至在他们尚未知道自己的需求之前，就会提供他们想要的东西。嵌入AI的系统可以监视无限数量的网站和数据集，识别遇险指标和妨碍客户体验者。然后，通过跨平台运行的弹出窗口或虚拟服务代理即时做出响应。

 

这种先发制人的问题解决方案在购买周期内可以相当程度上降低客户流失率，同时改善客户的旅程和满意度。

 

这种先发制人的问题解决方法称为“意图预测”。这是一种算法，可以确定客户来自何处，下一步应该去哪里以及到达那里后需要什么。点击、滚动速度、查看次数和先前购买之类的输入将转换为决定意图，并选择正确支持类型的数据。

 

例如，技术可以基于网络活动识别模式，将客户的电话引导到正确的代理商或部门。意图预测可以使客户服务团队在需要他们的确切时间出现。

 

24/7 365

 

不受公共假期、病假或时区的限制，具有AI支持的客户服务的组织，意味着可以每天随时处理客户查询，无需等待响应的时间。无需等待响应的时间意味着更好的客户满意度，从而减少了客户流失。此外，这也是证明品牌对客户的献身精神、信赖和声誉的重要因素。

 

无需培训或重复

 

职员的聘用和培训是耗费大量费用和时间的过程。美国的客户呼叫中心运营商在职员招聘方面花费的费用高达4000美元，而通过客服中心员工管理软件系统进行培训的费用可能将近5000美元或更高。同这一费用相比，文具类、办公室，以及其他办公费用都算不上什么。

 

自动化解决方案可解决客服中心内的常见问题，即费用和空间问题。AI可以向团队成员提供为客户提供服务、提高业务满意度所需的资源。

 

例如，自动拨号机可以用所有特定通话所需的一切来武装咨询员。同时，电脑电话集成软件将所有数据链接到单个仪表板中，并为咨询员提供无数种方法来帮助其回答客户的查询。而这些功能只是让RingCentral成为史蒂夫奖获奖者的部分原因。

 

与其对全体员工进行再教育，不如变更软件，将其他一切自动化。更重要的是，基于AI的客户服务平台使员工摆脱了繁琐且枯燥的工作，使他们能够将更多精力放在具有挑战性的客户问题上，并思考创新的动态解决方案。

 

Source: Superoffice

 

一种更轻松的个性化方式

 

通过将大数据、机器学习和AI相结合，公司可以在客户的整个旅程中建立密切的个性化水平。这可能很简单，例如使用过去的购买来推荐新产品，也可能很复杂，例如根据用户的浏览习惯和阅读内容实时地进行详细的网站布局。

 

这种个性化可以改善客户体验。这不仅会促进反复购买，还会促进转换。AI和自动化还可以理解客户的购买履历、搜索偏好及客户过去的业务经验，为员工提供他们谈话对象的更多的情况信息。有了这些信息，服务专业人员就可以为您的客户提供更好、更量身定制的咨询结果。

 

保证的可靠性 

 

利用AI的客户服务技术开创了人类无法匹敌的可靠性水平。聊天机器人不具备人类可以拥有的从属关系或偏见。而且聊天机器人不会迟到，也不会对客户发脾气或开不恰当的玩笑。

 

如果他们没有提供足够的服务，会将这种情况上报给人力资源经理。所有这些都改善了客户服务的交互，这是引导重复交易的最佳方法之一。

 

当问题上报给咨询员时，他们能够立即处理过去的呼叫数据，在中断的地方接续作业。与需要自己反复的客户形成了鲜明的对比，不需要孤立的信息或单独的数据库。客户服务代表与虚拟助手一起可以提供一致、可靠和友好的服务。

 

Source: Artificial solutions

 

快速扩展的能力

 

借助AI技术，即使资源有限（例如在大流行期间），企业也可以轻松快捷地扩展或缩减客户服务。在发布新产品或服务后，企业可以发布常见问题解答或基于视频的解决方案，这些解决方案可以处理无数客户的问题而无需人工干预。

 

聊天机器人即使在高峰期也可以轻松响应客户的询问，并从每次交互中学习和发展。企业可以不受限制地进入新市场，也无需雇用和培训大量在这个新市场中构思语言的员工。无论职员身在何处或在哪里工作，企业都可以保持与员工的联系。

 

AI不是为了取代人类，而是为了支持他们。它可以编译大量数据，并以易于阅读和操作的格式呈现数据，最终追求客户利益。它使工作变得更智能、更轻松，并且已经永久改变了客户服务。

 

Allen是全球UCaaS和VoIP提供商RingCentral的董事兼全球SEO。他在数字营销程序的构建和优化方面拥有超过14年的经验和广泛的背景。他曾为MarketScale和E-Spirit等网站撰写过文章。

 

RingCentral在2020亚洲-太平洋史蒂夫奖中获得人力资源管理、企划和实践创新金奖。

주위를 둘러보십시오. 자동화는 어느 곳이든 있습니다. 공항에서 가방을 체크인하는 것부터 피자를 주문하고 호텔 객실을 예약하거나 의사 진료를 예약하는 것까지, 인공 지능은 전 세계적으로 이용되고 있습니다. 고객서비스라고 다르지 않습니다. 전문가들은 올해 말까지 모든 고객 응대의 85%가 인간의 개입 없이 이루어질 것으로 예상하고 있습니다. 

 

고객 서비스의 자동화는 반복적인 수작업에 대한 인력 투입을 근본적으로 줄여 시간과 노력을 절약하도록 하고 궁극적으로는 금전 자원을 절약합니다. 이는 사람과의 어떠한 접촉도 할 필요 없이 고객이 질문을 하고 즉석에서 질문에 대한 답을 듣도록 하는 프로세스가 추가됨을 의미합니다. 고객이 해결책을 찾기 위해 조금만 수고하면 되기 때문에 이는 매우 효과가 좋은 방법입니다.

 

자동화된 고객 서비스는 상황 또는 2차적인 설명의 필요성을 없애주고 별다른 번거로움 없이 문제의 핵심에 도달합니다. 이는 소매업체, 제조업체, IT 전문가, 그리고 심지어는 Saas 마케팅 에이전시까지도 잠재적인 응용 사례들이 있으므로 업계에 따라 제한적이지도 않습니다.

 

자동화된 고객 서비스를 귀 조직에 통합하고자 합니까? 아니면 주변 사람들에게 그 용도에 대해 아직도 설득해야 합니까? RingCentral이 도움을 드리겠습니다. 귀하의 비즈니스가 자동화된 고객 서비스에 투자해야 하는 이유가 여기에 있습니다.

 

Source: Finances Online

 

문제를 사전에 방지하는 AI

자동화를 통해 여러분은 단순히 인간적으로는 불가능한 일정 수준의 대응성을 갖게 됩니다. 그리 머지 않은 미래에, 가상 비서는 대부분의 사람들이 어떻게 비즈니스와 상호 작용하는지를 이해하고 그 데이터를 이용하여 고객의 전체 여정을 안내함으로써 고객이 원하는 것을 알 수 있습니다.

 

AI 비서는 고객 기반을 구성하는 사람을 파악하고 심지어는 그들이 이를 필요로 한다는 것을 미처 알기도 전에 그들이 원하는 것을 제공할 것입니다. AI 내장 시스템은 무한한 양의 웹사이트와 데이터 세트를 모니터링 하여 조난 지표와 고객 체험 방해자를 식별해냅니다. 그 다음 다양한 플랫폼에서 작동하는 팝업 또는 가상 서비스 에이전트를 통해 즉시 응답할 수 있습니다.

 

이러한 선제적인 문제해결은 한편으로는 동시에 고객 여정과 만족도를 향상시키면서, 동시에 구매 주기 내에서 고객 이탈율을 상당히 낮출 수 있습니다.

 

이런 형태의 선제적인 문제 해결을 “의도 예측”이라고 합니다. 이는 고객이 어디에서 왔는지, 다음에 어디로 가야 하며, 그곳에 도착했을 때 무엇이 필요할지를 파악하는 하나의 알고리즘입니다. 클릭, 스크롤링 속도, 보기, 이전의 구매 같은 입력사항들은 의도를 결정하고 올바른 지원 유형을 선택하는 데이터로 변환됩니다.

 

예를 들면, 기술은 웹 활동에 기반하여 패턴을 인식하고 고객으로부터의 전화를 올바른 에이전트나 부서로 안내할 수 있습니다. 의도 예측은 고객 서비스팀이 그들을 필요로 하는 정확한 지점에 있도록 해 줍니다.

 

24/7 365

AI 지원 고객 서비스를 제공하는 조직은 공휴일, 병가일 또는 시간대 제약 없이 고객 문의를 항상, 매일 처리할 수 있다는 것을 의미하며, 이는 대응을 위한 대기 시간이 없다는 것을 뜻합니다. 대기 시간이 없다는 것은 더 나은 고객 만족을 시사하기 때문에 고객 이탈이 줄어들게 됩니다. 또한 이는 브랜드의 고객 헌신을 증명하여 신뢰와 평판에도 모두 중요한 요소입니다.

 

교육이나 반복 불필요

직원의 채용과 교육은 비용이 많이 들고 시간을 소모하는 프로세스입니다. 미국의 고객 콜 센터 직원 채용에 $4,000 이상의 비용이 들며, 콜 센터 인력관리 소프트웨어 시스템으로 직원을 교육하는데 거의 $5,000 또는 그 이상의 비용이 들 수 있습니다. 문구류와 사무실, 그리고 기타 사무 비용은 아무것도 아닙니다.

 

자동화 솔루션은 콜 센터 내의 일반적인 문제인 비용과 공간 문제 모두를 해결해 줍니다. AI는 팀 구성원들이 고객에게 서비스를 제공하고 업무 만족도를 높이는데 필요한 자원을 제공할 수 있습니다.

 

예를 들어 자동 다이얼러는 모든 특정 통화에 필요한 모든 것들로 상담원들을 무장시킬 수 있습니다. 동시에 컴퓨터 전화통화 통합 소프트웨어는 모든 데이터를 단일 계기판으로 연결해주고 상담원이 고객 문의에 응답하는데 도움이 되는 무수한 방법을 제공해 줍니다. 이러한 특징들은 RingCentral이 스티비 어워즈 수상자가 된 여러 이유 중 일부일 뿐입니다.

 

전체 직원을 재교육하기 보다는 소프트웨어를 변경하고 다른 모든 것을 자동화할 수 있습니다. 나아가 AI를 활용한 고객 서비스 플랫폼은 직원들을 피곤하고 지루한 작업에서 벗어나 도전적인 고객 문제에 더 집중하고 창의적이며 역동적인 솔루션을 생각할 수 있도록 해줍니다. 

 

Source: Superoffice

 

개인화를 위한 보다 쉬운 방법

빅 데이터, 기계 학습, AI를 결합하여 회사는 고객의 전 여정에 걸쳐 친밀한 개인화 수준을 만들어 낼 수 있습니다. 이는 과거 구매를 이용하여 신제품을 제안하는 것처럼 간단할 수도 있고, 사용자의 검색 습관과 독해력에 맞게 실시간으로 배치된 상세 웹사이트 레이아웃처럼 복잡할 수도 있습니다.  

 

이런 종류의 개인화는 고객 체험을 향상시켜 줍니다. 이는 반복 구매는 물론이고 전환을 촉진합니다. AI와 자동화는 또한 고객의 구매 이력, 검색 선호도, 귀사 비즈니스와의 과거 경험을 이해함으로써 인간 직원들이 누구와 이야기하고 있는지에 대한 더 많은 상황 정보를 제공해 줍니다. 서비스 전문가들은 이러한 정보를 통해 귀하의 고객에게 더 나은 그리고 보다 많은 맞춤형 결과를 제공할 만반의 준비가 되어 있습니다

 

보증된 신뢰도 

AI를 활용한 고객 서비스 기술은 인간이 필적할 수 없는 수준의 신뢰도를 보여줍니다. 챗봇은 인간이라면 가질 수 있는 동지 의식이나 편견을 갖고 있지 않습니다. 챗봇은 지각하는 법도 없고 고객에게 짜증내거나 부적절한 농담을 하지도 않습니다.

 

이는 또한 적당한 서비스를 제공하지 않는 경우에는 사안을 관리자에게 보고하도록 설계할 수 있습니다. 이 모든 것은 고객 서비스 상호작용을 향상시키며 이는 반복적인 거래를 만들어 내는 가장 좋은 방법 중의 하나입니다.    

 

질문이 상담원에게 보고되는 경우, 이들은 과거 통화 데이터를 즉시 처리하여 중단된 곳에서 작업을 이어 받을 수 있습니다. 스스로 반복해야 하는 고객과는 대조적입니다. 저장되어 있는 정보나 별도의 데이터베이스는 필요 없습니다. 가상 비서와 함께 일하는 고객 서비스 상담원은 일관되고 믿을 수 있으며 우호적인 서비스를 제공할 수 있습니다.

 

Source: Artificial solutions

 

빠른 확장 능력

AI 활용 기술은 심지어 (팬데믹처럼) 자원이 한정된 경우에도 기업이 쉽고 빨리 고객 서비스를 확장 또는 축소할 수 있도록 해줍니다. 신제품이나 서비스를 출시할 때, 기업은 사람의 개입 없이 무수한 고객 질문을 처리할 수 있는 FAQ 또는 비디오 기반 솔루션을 공개할 수 있습니다.

 

챗봇은 심지어 급격한 상황 중에도 쉽게 고객 문의에 응답하고 모든 상호작용에서 배우고 성장할 수 있습니다. 기업은 제약 없이, 그리고 이 새로운 시장에서 필요로 하는 언어를 구사하는 많은 직원을 채용하고 교육할 필요 없이 새로운 시장에 진입할 수 있습니다. 직원이 어디 있든, 어디에서 일하든 관계 없이 여러분은 여러분의 직원과 연결된 상태를 유지할 수 있습니다.

 

AI는 인간 팀을 대체하기 위함이 아니라 그들을 지원하기 위해 여기에 있습니다. 이는 다량의 데이터를 편집하고 읽기 쉽고 실행하기 쉬운 형식으로 제공하여, 궁극적으로는 고객의 이익을 추구합니다. 이는 일을 더 어렵지 않고 스마트하게 만들어 주며, 이미 고객 서비스를 영원히 바꾸어 놓았습니다.

 

John Allen은 글로벌 UCaaS 및 VoIP 제공업체인 RingCentral의 이사이며 글로벌 SEO입니다. 그는 디지털 마케팅 프로그램 구축과 최적화에 14년이 넘는 경험과 폭넓은 배경을 갖고 있습니다. 그는 MarketScale, E-Spirit 등의 웹사이트에 기고했습니다.

 

RingCentral은 2020 아시아-태평양 스티비상에서 인사관리 경영, 기획, 실행 혁신상 부문 스티비 금상을 수상했습니다.

Grand Stevie Award winners will be honored at an awards ceremony this December

The Stevie® Awards have announced the winners of the Best of the IBA Awards in The 2020 (17^th Annual) International Business Awards®, the world’s premier business awards competition.

Nominees in the 2020 IBAs were not able to apply for the Best of the IBA Awards directly. Winners were determined by a points system based on the total number of awards won in the IBAs, with a Gold Stevie win counting for three points, a Silver Stevie win for two points, and a Bronze Stevie win for 1.5 points. 

This year’s Gold, Silver, and Bronze Stevie Award winners in The International Business Awards were announced on 9 September. The winners of the Best of the IBA Awards will be presented with Grand Stevie Award trophies, and recognized during The 17^th Annual International Business Awards virtual ceremony on 1 December.

Winners of the 2020 Grand Stevie Awards are:

Most Honored Organization: The third largest private bank in Turkey, Yapi Kredi of Istanbul wins this honor with 43 points earned by Gold, Silver, and Bronze Stevie-winning entries for their website, mobile site, business technology solutions, and COVID-19 response.

Most Honored Public Relations Agency: LLYC, a global communications and public affairs consulting firm headquartered in Madrid, Spain, wins this honor with 42.5 points earned by Gold, Silver, and Bronze Stevie-winning entries for communication campaigns, videos, publications, and COVID-19 response. This is the third time in the past four years they have earned this honor.

Most Honored Marketing Agency: Magnet20, Istanbul, Turkey, which creates human experiences with products, services, and platforms to transform brands and grow businesses, wins with 9.5 points for Gold, Silver, and Bronze Stevies on behalf of GSK Turkey & TOG. In 2019 they won the Grand Stevie for Most Honored Interactive Services Agency.

Most Honored Interactive Services Agency: mensemedia Gesellschaft für Neue Medien mbH of Düsseldorf, Germany earns this honor with 10.5 points for Gold and Bronze Stevie-winning nominations on behalf of Mercedes-Benz Buses Online.

Top 10: These are the top Gold, Silver, and Bronze Stevie winners among all other organizations honored in the 2020 IBAs, who will also receive Grand Stevie Awards:

1. Melissa Sones Consulting, New York, New York USA (41 points)
2. DP DHL, worldwide (37.5 points)
3. (tie) Jeunesse Global, Lake Mary, Florida USA (32)
   Ayala Group of Companies, Manila, Philippines (32)

5. (tie) Thai Life Insurance Plc., Bangkok, Thailand (31)
   PJ Lhuillier, Inc (PJLI), Makati City, Philippines (31)
   Ooredoo Group, Doha, Qatar (31)

8. PAIRELATIONS, Centennial, Colorado USA (29)
9. Türkiye İş Bankası, Istanbul, Turkey (29)
10. Makers Nutrition, Hauppauge, New York USA (25)

“Of all the outstanding organizations and achievements that were recognized among this year’s IBA nominations, these 14 organizations stand out as the ones with the widest breadth of achievement,” said Maggie Gallagher, president of the Stevie Awards. “The Best of the IBA Awards honor organizations that show an especially strong dedication to honoring the work of their employees, the projects they produce and execute, and their commitment to customers. After the uncertainty 2020 has brought upon the world, these honorees should be especially proud of their “best of” recognition. We look forward to celebrating Grand Stevie winners during our virtual awards ceremony on 1 December.”

The International Business Awards feature a wide variety of categories to recognize achievement in every facet of work life, including management awards, new product awards, marketing awards, PR awards, customer service awards, website awards, and more.

Gold, Silver, and Bronze Stevie Award placements in the 2020 IBAs were determined by the average scores of more than 250 professionals worldwide in the three-month judging process.

For more information about The International Business Awards, including a complete list of all Stevie Award winners in the 2020 competition, visit www.StevieAwards.com/IBA.