Name: Glia
Uploaded: 2021-08-10T20:53:24.519Z
Duration: 439.24

Ben Mullins - Glia Demo (2020).mp4

Ben Mullins - Glia Demo (2020).vtt

English

{{00:00:11}}
We use digital communication to communicate with our friends
and our family, think of FaceTime, WhatsApp, social messaging.

{{00:00:18}}
We use digital communication to connect with our colleagues
at work today, think of slack, Skype, zoom, webX.

{{00:00:25}}
But despite all of the great digital experiences that
you're providing your customers with today, customer portal,

{{00:00:32}}
self-serve websites, mobile apps, your customers are still
connecting with you, largely using legacy, phone and email.

{{00:00:40}}
Glia is digital customer service.

{{00:00:44}}
We re-imagined the way that you connect
with your customers in the digital age.

{{00:00:48}}
Now today I want to show you why love is at the heart
of providing customer service and when you provide

{{00:00:53}}
digital customer service, three things will happen.

{{00:00:57}}
Your customers will love you.

{{00:00:58}}
Your agents will love you and your bots would love you if they could.

{{00:01:03}}
Now I want to start with your customers will love you.

{{00:01:04}}
So let's say I'm a customer of BB VA and I've logged onto my
online banking portal here, and I'm struggling to find a transfer.

{{00:01:10}}
You know, I'm having a problem that's not showing upa and as
soon as I log on, we can see down here in the bottom, right.

{{00:01:15}}
We're here to answer any question about you
that you have about your recent transfers.

{{00:01:18}}
So the detecting my browsing and behavior and
presenting a message based on that behavior.

{{00:01:23}}
Now, when I click in, I can see Nate is available and I have a
number of different options, video, audio, phone, or chat, so

{{00:01:29}}
I can enter the conversation however I choose as a customer.

{{00:01:32}}
I'm going to go ahead and start that conversation with chat first.

{{00:01:35}}
Now Nate says, welcome back, Dan let's review a reason
activity and see what the problem is, I'm going to say great.

{{00:01:41}}
Now he's going to offer me up co-browsing and I get this
disclaimer here, that as soon as I accept that I'm able to start.

{{00:01:48}}
Nate is able to start navigating with me, no
downloads, no installations, and use his own cursor

{{00:01:53}}
to take me to the payments and transfers page.

{{00:01:55}}
Now he says there seems to be an issue, with some of the
transfers not appearing- can we talk through the issue faster?

{{00:02:03}}
I'm going to say thanks.

{{00:02:05}}
As soon as I do, he's offered me up video chat and with a
single click, I can start a conversation face-to-face with Nate.

{{00:02:12}}
So think about what just happened, we had an on-screen question
and instead of dialing their phone number, I am able to initiate

{{00:02:20}}
the conversation right within the online banking portal.

{{00:02:22}}
So your customers, will love you because you will
empower your existing web experiences with collaboration,

{{00:02:30}}
messaging, video, and voice all with a single click and
with completely seamless transitions between these channels.

{{00:02:37}}
Glia increases customer loyalty scores by over 25%.

{{00:02:42}}
All right, let's move on to number two, your agents will love you.

{{00:02:46}}
All right.

{{00:02:46}}
So I am going to be the agent and
you all are going to be my customers.

{{00:02:49}}
Now I'm going to play the agent of a fake
financial company called Cortex Financial.

{{00:02:53}}
And if you would like to participate in this demo, please take
out your mobile device and navigate over to Glia.com/demo.

{{00:03:03}}
So this is the Glia hub, what you're seeing up here, and this is
my agent interface, where I can see and interact with all of my

{{00:03:09}}
customers, using all the different channels that I showed you.

{{00:03:12}}
So as more and more audience members are coming on,
we can see more visitors logging on to the site.

{{00:03:17}}
And if you look at the bottom of the bottom,
right, you'll see a bubble with a chat icon.

{{00:03:21}}
If you reach out to me, Dan using chat we should see
a lucky audience members started engagement with me.

{{00:03:26}}
So just click on Dan and start the conversation with chat.

{{00:03:28}}
All right, so we have an incoming chat engagement from the audience.

{{00:03:31}}
I'm going to go ahead and accept that and now I can
see this person's browsing session in real time.

{{00:03:36}}
So this is a phone from somebody in the
audience, and I'm going to say hello.

{{00:03:41}}
Now I'm going to offer you up, co-browsing you're going
to see the disclaimer, pop on your phone and if you

{{00:03:46}}
can go ahead and please accept that for us, who has
the lucky engagement who sees my cursor on their phone?

{{00:03:51}}
There you go,thank you very much.

{{00:03:52}}
All right.

{{00:03:53}}
So you can see our cursor right on your screen.

{{00:03:56}}
Yeah, all right and now I'm going to offer you up video as
well so you can see me on your phone with a single click.

{{00:04:01}}
I'm going to do one way video and there I am.

{{00:04:06}}
Can you see it?

{{00:04:07}}
Perfect, all right.

{{00:04:09}}
So your agents will love you because you will make
them more productive and confident in their jobs.

{{00:04:15}}
Happier, happy agents, equal happy customers, Glia increases
productivity by allowing you to slash call times in half, as well

{{00:04:23}}
as conversion rates by Forex, because you'll allow your agents
to upsell and crosssell, through these sorts of interactions.

{{00:04:30}}
All right and finally, your bots will love you.

{{00:04:32}}
Now let's go back to a customer scenario here, and let's
say that I'm applying for a loan on Marcus right now.

{{00:04:38}}
I've arrived here.

{{00:04:39}}
And when you plug your bots into Glia, you will allow them to
be much more effective because you can specialize the intense

{{00:04:45}}
instead of having to tackle all these different types of questions.

{{00:04:48}}
So let's look at what that looks like.

{{00:04:50}}
I'm going to start a conversation with the Aptly
named concierge bot here, and I'm going to say.

{{00:04:56}}
How are you better than lending club?

{{00:04:58}}
Okay.

{{00:04:59}}
Now, when I ask this question, she's going to offer to
show me and when I say yes, watch what she can do here.

{{00:05:05}}
She's actually going to navigate me over to a
comparison table and point with her own cursor.

{{00:05:10}}
Okay.

{{00:05:11}}
Now I'm going to.

{{00:05:13}}
What types of loans do you offer?

{{00:05:15}}
So this is specific question.

{{00:05:16}}
Now, a generalist bot may not be able to answer this.

{{00:05:19}}
So as soon as I asked that, watch the bot image at the
top, it's actually changed to another one for a loan bot.

{{00:05:25}}
Right?

{{00:05:26}}
So now we can specialize the intense instead of having
to tackle all these different types of questions.

{{00:05:31}}
So I'm going to click on home improvement here, and
she's going to offer me to apply for this loan live.

{{00:05:36}}
So I'm going to say yes, and then she's going to say,
I'm going to ask to speak with my loan officer, Nate.

{{00:05:43}}
Nate is going to accept that engagement and now we see Nate up top.

{{00:05:47}}
He's going to offer me co-browsing and video as he did before.

{{00:05:52}}
Now we're in this conversation with Nate, so we went from
a generalist, to a specialist spot all the way up to a

{{00:05:58}}
human engagement, all within the same exact experience.

{{00:06:01}}
So your bots will love you because you will
empower them with human-like capabilities.

{{00:06:06}}
They'll be able to co-browse you through the page.

{{00:06:09}}
They'll be able to transfer to other bots
when they become confused or to a human agent.

{{00:06:13}}
So Glia's AI management platform allows you to plug in any sort of bot
IBM Watson, Google dialogue flow, Amazon Lex, or any other specialty

{{00:06:24}}
bot, and really create this really nice interoperability between
the bots as I've showed you here today and specialize there intent.

{{00:06:31}}
So digital customer service is the new client
expectation and Glia empowers you to deliver it.

{{00:06:39}}
Your customers will love you because you will
provide simple and easy ways to interact.

{{00:06:44}}
Your agents will love you because you will make
them more productive and confident in their jobs.

{{00:06:49}}
Your bots will love you because it will allow them to
learn and to grow and guess what your CEO will love

{{00:06:54}}
you too, because you will be providing a much better
customer experience at a significantly reduced cost.

{{00:07:00}}
If you'd like to see a demo of Glia on your website, go
ahead and scan the code over here and if you want to learn

{{00:07:06}}
more at any point in time today, come visit us at our booth.

{{00:07:09}}
We'd love to show you some additional functionality.

{{00:07:11}}
Thank you very much.

We use digital communication to communicate with our friends
and our family, think of FaceTime, WhatsApp, social messaging.

We use digital communication to connect with our colleagues
at work today, think of slack, Skype, zoom, webX.

But despite all of the great digital experiences that
you're providing your customers with today, customer portal,

self-serve websites, mobile apps, your customers are still
connecting with you, largely using legacy, phone and email.

We re-imagined the way that you connect
with your customers in the digital age.

Now today I want to show you why love is at the heart
of providing customer service and when you provide

digital customer service, three things will happen.

Your agents will love you and your bots would love you if they could.

Now I want to start with your customers will love you.

So let's say I'm a customer of BB VA and I've logged onto my
online banking portal here, and I'm struggling to find a transfer.

You know, I'm having a problem that's not showing upa and as
soon as I log on, we can see down here in the bottom, right.

We're here to answer any question about you
that you have about your recent transfers.

So the detecting my browsing and behavior and
presenting a message based on that behavior.

Now, when I click in, I can see Nate is available and I have a
number of different options, video, audio, phone, or chat, so

I can enter the conversation however I choose as a customer.

I'm going to go ahead and start that conversation with chat first.

Now Nate says, welcome back, Dan let's review a reason
activity and see what the problem is, I'm going to say great.

Now he's going to offer me up co-browsing and I get this
disclaimer here, that as soon as I accept that I'm able to start.

Nate is able to start navigating with me, no
downloads, no installations, and use his own cursor

to take me to the payments and transfers page.

Now he says there seems to be an issue, with some of the
transfers not appearing- can we talk through the issue faster?

As soon as I do, he's offered me up video chat and with a
single click, I can start a conversation face-to-face with Nate.

So think about what just happened, we had an on-screen question
and instead of dialing their phone number, I am able to initiate

the conversation right within the online banking portal.

So your customers, will love you because you will
empower your existing web experiences with collaboration,

messaging, video, and voice all with a single click and
with completely seamless transitions between these channels.

Glia increases customer loyalty scores by over 25%.

All right, let's move on to number two, your agents will love you.

So I am going to be the agent and
you all are going to be my customers.

Now I'm going to play the agent of a fake
financial company called Cortex Financial.

And if you would like to participate in this demo, please take
out your mobile device and navigate over to Glia.com/demo.

So this is the Glia hub, what you're seeing up here, and this is
my agent interface, where I can see and interact with all of my

customers, using all the different channels that I showed you.

So as more and more audience members are coming on,
we can see more visitors logging on to the site.

And if you look at the bottom of the bottom,
right, you'll see a bubble with a chat icon.

If you reach out to me, Dan using chat we should see
a lucky audience members started engagement with me.

So just click on Dan and start the conversation with chat.

All right, so we have an incoming chat engagement from the audience.

I'm going to go ahead and accept that and now I can
see this person's browsing session in real time.

So this is a phone from somebody in the
audience, and I'm going to say hello.

Now I'm going to offer you up, co-browsing you're going
to see the disclaimer, pop on your phone and if you

can go ahead and please accept that for us, who has
the lucky engagement who sees my cursor on their phone?

So you can see our cursor right on your screen.

Yeah, all right and now I'm going to offer you up video as
well so you can see me on your phone with a single click.

I'm going to do one way video and there I am.

So your agents will love you because you will make
them more productive and confident in their jobs.

Happier, happy agents, equal happy customers, Glia increases
productivity by allowing you to slash call times in half, as well

as conversion rates by Forex, because you'll allow your agents
to upsell and crosssell, through these sorts of interactions.

All right and finally, your bots will love you.

Now let's go back to a customer scenario here, and let's
say that I'm applying for a loan on Marcus right now.

And when you plug your bots into Glia, you will allow them to
be much more effective because you can specialize the intense

instead of having to tackle all these different types of questions.

I'm going to start a conversation with the Aptly
named concierge bot here, and I'm going to say.

Now, when I ask this question, she's going to offer to
show me and when I say yes, watch what she can do here.

She's actually going to navigate me over to a
comparison table and point with her own cursor.

Now, a generalist bot may not be able to answer this.

So as soon as I asked that, watch the bot image at the
top, it's actually changed to another one for a loan bot.

So now we can specialize the intense instead of having
to tackle all these different types of questions.

So I'm going to click on home improvement here, and
she's going to offer me to apply for this loan live.

So I'm going to say yes, and then she's going to say,
I'm going to ask to speak with my loan officer, Nate.

Nate is going to accept that engagement and now we see Nate up top.

He's going to offer me co-browsing and video as he did before.

Now we're in this conversation with Nate, so we went from
a generalist, to a specialist spot all the way up to a

human engagement, all within the same exact experience.

So your bots will love you because you will
empower them with human-like capabilities.

They'll be able to co-browse you through the page.

They'll be able to transfer to other bots
when they become confused or to a human agent.

So Glia's AI management platform allows you to plug in any sort of bot
IBM Watson, Google dialogue flow, Amazon Lex, or any other specialty

bot, and really create this really nice interoperability between
the bots as I've showed you here today and specialize there intent.

So digital customer service is the new client
expectation and Glia empowers you to deliver it.

Your customers will love you because you will
provide simple and easy ways to interact.

Your agents will love you because you will make
them more productive and confident in their jobs.

Your bots will love you because it will allow them to
learn and to grow and guess what your CEO will love

you too, because you will be providing a much better
customer experience at a significantly reduced cost.

If you'd like to see a demo of Glia on your website, go
ahead and scan the code over here and if you want to learn

more at any point in time today, come visit us at our booth.

We'd love to show you some additional functionality.

Glia creates digital-first moments that simplify and transform communications between businesses and their customers. Fortune 500 companies that have high-consideration sales and support experiences need to deliver choice, continuity, and speed to their customers. Our digital communications platform is modular in its design and built to deliver value at each step of the journey. Glia transcends the channel discussion to focus on what matters – customers.