Demonstration of how Avaya is helping to embed digital capabilities into the physical retail experience to provide personalized collaboration to transform the customer experience.
Hi there. I'm Sumit with market practice lead for Avaya India. Now, in next five minutes or so, you're going to experience the latest innovation from Avaya with market, the UC and [INAUDIBLE]. To take this entire customer experience to the next level and also go beyond the digital transformation, Avaya has opened up it's programming interface, application interface for its ecosystem, which includes partners and customer.
Which is gonna allow customers, eventually, to embed their communication into Avaya's Unified Communication and contact center applications to provide complete seamless experience to be able to manage customers and employees right from the single app itself. And to validate that claim of Avaya, we are going to use a reference of Cara throughout our demonstration.
Cara is not only Avaya IT Office customer, but at the same time, they are the largest diamond drillers across the Emirates. So our demo's gonna be split into three, customer experiences, then employee experience, and fleet management. So what you're going to observe in customer experience is how the customer of Cara Drillers can start interaction via social media, which is Facebook Messenger in particular, line up into ChatBot, whose artificial intelligence can greet the customer, and then eventually gets greeted and met by the mobile agent, which is video enabled.
Now, in this entire journey, what is Avaya Engine we are using? We are using IP Office from Avaya, IP Office Contact Center, and AWeber Rdc Sdk, which again, as I mentioned earlier, we've opened for our partners and customer community. That's gonna be the first demo, the second demo you're gonna experience is about the fleet management where, let's say, the Cara customer, once listed, they showed the interest to come on to the outlet and do the purchase.
The customer can be picked by the Cara chauffeurs. And to be able to ease that whole experience for Cara and not only the customers but also employees, we have double up the fleet management application that is going to allow customers to schedule and book a pick up service for Cara's customers and bring it on to the Cara location.
Once the purchase and transaction is done, the customer can be dropped back to their desired location. That whole seamless experience is going to be a part of second fleet management case. The third demonstration, third use case experience from Cara, is employee to employee interaction. What you'll notice in employee to employee interaction is not only just a pure mobile based voice call but also video calls, instant messaging, scan bar code scanning, especially for the inventory management, and also location tracking for the staff of employees.
Now, to summarize the whole experience, what Avaya is trying to do is personalize the UC and CC experience for our customers and embed into the communication or business applications. Not only that, the entire experience Avaya is gonna make available on a Cloud based platform. So it means that the comfort and cost convenience of Cloud Managed Services with the personalized UC experience.
And that is gonna be the team offer with market personalized UC solutions. Let's begin in trusting journey of the Cara experience, which is build up on personalize UC and CC application. The first demo, you're gonna experience the customer interaction with the Mobile Legend via social media and chat bot.
And for that, we've got two entities in this demo. The one is a customer, who is right now on a Facebook social media, especially using Facebook messenger. The moment the customer starts interacting is going to be greeted by the chat bot, which is artificial intelligence automated agent. And as soon as the automated agent is done, the callers going to get handed off to the mobile based agent, which I'm holding right now.
So in this role play, I'm gonna be assisted by Mr. Customer, which is Sanjay. Hi, Sanjay.
>> Hi, how are you?
>> You ready? Okay, and I'm gonna act as sales agent of Cara where customer, who's Mr. Sanjay, is gonna inquire about the product and I'm gonna assist with the details.
All right, so let's get into the demo first. You will see right now next on screen is the Facebook page of Cara where customer is quiet keen to know about what are the offering from Cara and product details and information. As the customer starts inquiring about the product details, you'll notice the chat box starts in applying with the automated answers, which is fed into the system.
Or which can be, again, customized. Right, Mr Customer, you're ready?
>> Now, you notice that Mr Customer has pressed a command called hi. And you will also notice that automated response from the chat bot, which is again, based on a Google cloud api.ai. Now, the interaction will continue to go beyond just a hi and hello.
Now, here, you'll notice that artificial intelligence is gonna push the product information of Cara. And interestingly, you'll notice there is no human intervention, as of yet, involved. There is no new legend involved. So let's say a customer is quite keen to know about the rings. So Sanju selects the golden ring, and the chatbot is asking whether he wants woman or a ring for men.
>> He has selected woman, and obviously, just to reinforce, this menus can be customized based upon the customer's requirement and not restricted to only Cara as the retail [INAUDIBLE] retail though. All right, so customer has made a mind that he wants a blue color ring. And to know more about the product details, Chatbot is gonna push this customer onto Cara's official website, and the link is given on screen there.
If you notice, as soon as the customer clicks on the link, the Cara webpage gets opened on the next webpage. And on the bottom right side, the entire chat history also gets uploaded. So that's a context shell based chatting, if you notice, gets passed on from Facebook where customer was interacting and now onto CARA official website.
And obviously here, the chat bot can continue to help and assist customers with product information. Now, maybe there's a need now that customer wants to know more about, and have a face to face chat with agent to inquire about price possibly, and that's where customers go to invite agent for a call.
Now, you notice that the call is being handed over from chatbot on to the sales mobile agent, which I'm acting as. Now, here I can continue the conversation to provide more details, specific details and detail which chat box is incapable today. And maybe there's a need now to have a face to face conversation for a customer to see agent and then ask for some specific versions.
So now you will notice that what this Mr. Customer Samju is gonna enable the video from his site. And automatically, it'll trigger point to point video call between the customer and the sales agent, which is myself. Notice now, it's a web call which call is established between a customer who's on some remote site and a sales agent, again, I can be anywhere else again.
First I'm gonna drop this call now. That's a forced use case. Now we've shown you how I can [INAUDIBLE] allowed Cara to improve customer experience by adding social media, chat bot and customized mobile agent. Now, we're gonna move on to the next use case, which is off fleet management.
Now Cara had a specific requirement where they wanted to improvise the experience, where customer can track the driver location, when customers are booked for the limo service. And driver is en route to pick up customers, and to be able to do that, Avaya have developed a fleet management application.
And to demo that whole experience, we will use three entities in this demo. One is gonna be the customer who's going to be on a mobile. One is going to be the product fleet manager who's going to be also on a mobile. And the chauffeur itself who is going to pick up the customer.
So to begin with, I'm just going to open up the Fleet Management Application. Now, I'm going to enact as the fleet management. All right, so I'm going to be the customer, you notice that the fleet manager is right on this mobile. And the driver is on this mobile.
The first starting point is gonna be that the customer is going to request for a Limo service. And on a Cara mobile app, we've given an option to book a Limo option. So I'm gonna just tap on to book Limo. It's gonna trigger an intimation to a fleet manager.
As you can see on the first mobile there, the fleet manager can locate available drivers. He can see now Chaton available, which is the third mobile in my hand, and assign a job to Chaton. And we notice now that Chaton, who's a driver, who's job is being assigned, can just accept the job and pick up customer.
Now, you'll notice that the driver is en route to pick up customer for his desired destination. So all the three entities can now track the progress. As soon as the driver reaches the desired location of a customer, now driver has to intimate to the fleet manager saying that I've picked up the customer and I'm on my way to Cara outlet.
As you can see now, driver has picked up the customer and he's going to the Cara outlet. Now you notice the progress where customer also can track where am I, how long is it going to take me to reach up to Cara's outlet as well as the fleet manager.
That entire Uber like experience, which is more privatized for Cara, to address their optimization of fleet requirements. All right, that's our second use case. As you see the journey where in the first scenario, customer got excited about Cara Jewellers and wondered was it the Cara outlet. The second scenario scene, the customer was picked up by the fleet management and then brought into a Cara outlet.
Now, we will see how customers gonna solve by the employees of Cara using the mobile app itself. So let's change the role. Now, you'll notice in the third use case where sales representative is trying to help customer with the product information as well as sales employee is wanting to interact with the other sales employee for product details over voice, video and location tracking.
So in this particular demo, you want to observe three things. One is the location tracking, the next thing the video call instant messaging, and interaction between the employees. As you can see on screen right now, you've got on one mobile, Vishall, who's a sales manager, and you've got a sales employee, called Roger, on the second mobile.
Now, to take you through a quick look on the app, business app, this is absolutely customized into Cara's own logo. There's no Avaya mentioned anywhere because Avaya has incorporated the UC and CC APIs into customer's business application itself. So it's completely customized app and personalized experience for Cara itself.
The moment I love into the mobile app, this is gonna allow me to do voice calling, video calling, instant messaging Including the location tracking and bar code scanning. Akara had a requirement of they wanted to scan about 18,000 different products to get a quick product information on the fly.
And therefore, we've give the scan article option here, which you can see on screen right now. Now, I'll give a quick demo of how quickly and easily a sales employee can just pick up the product information, there you go. So I get to know what product is that, how many carats, what is the weight, what is the price of it, and the similar product range, which I can suggest to the customer.
So that was one of the experiences. The next thing is, let's say, if I need to know more about the product, I need to know more about the delivery or the availability. What I can do right now is I can quickly go into the contacts and look for the stock manager, which is gonna be Rodger.
I need to first find out where is Rodger located. So this is the company contact. If you notice there is a GPS icon on the screen against Rodger. I'm gonna tap on that. What you'll notice on screen right now is that I get to see the physical location of Roger, where he's standing right now.
And this is actual planogram of power outlets. They have about seven, eight different outlets in the same area of Gold and Diamond Park in Dubai. How it's going to help Cara is that Cara manager now can do load sharing, especially when one particular outlet is overloaded a customer and less running on sales executives.
They can just port one sales employee from the less traffic area to the more traffic area. And this is where the location tracking is gonna help. It was the second use case. And obviously, as you can see here, there's a video icon. So the same application is going to allow sales manager and employees to interact with each other over video calling itself.
Now, as you've seen, if I like to sum up the whole experience, Avaya helped Cara, as the customer, to personalize their entire UC and CC journey. Not only that, but make this entire whole suite available onto the cloud platform, so the comfort and cost of a cloud manage services.
Thank you for watching.