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Predictive Intelligent Targeting

Predictive Intelligent Targeting. LiveEngage. Create Meaningful Connections. Average Order Value. Conversion Rates. Support Costs. 20 % Increase. 25 % Decrease. 35 % Increase. or. Seek Service. Self-Serve. Purchase. Purchase. Complete Transaction. Visitors. Show Intent, Need Help.

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Predictive Intelligent Targeting

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  1. Predictive Intelligent Targeting LiveEngage

  2. Create Meaningful Connections • Average Order Value • Conversion Rates • Support Costs • 20%Increase • 25%Decrease • 35%Increase

  3. or Seek Service Self-Serve Purchase Purchase Complete Transaction Visitors Show Intent, Need Help Intent to Buy Complete Transaction Resolve Issues Seek Service Abandon Cart Leave Right Engagement Complete Goal When stakes are high Engage Live

  4. Targeting is how you identify which visitors to engage. What is Intelligent Targeting? • Intelligent Targeting is engaging the best visitors to achieve the mostsuccess.

  5. Outcomes Predictive Intelligent Targeting Targeting Approaches Availability Reactive – no intelligence Activities Manual Intelligent Targeting

  6. How can we target the best visitors in real time? Intelligent Targeting through manual rules Quality or Quantity

  7. How can we target the best visitors in real time? Predictive Intelligent Targeting: a fundamental shift Quality & Quantity Intelligent Targeting goal: engage with the best visitors to achieve the mostsuccess.

  8. Customers +75 enterprise accounts across four continents utilizing engine Scale Predictive Targeting Engine scores over +700 Million visits per month Calculates +17 Billion scores per month Results Predictive Intelligent Targeting Success Average increase in chats (usage) Average increase in conversions Labor reduced 23% 40%

  9. How it Works

  10. How it Works Identify Audience - Algorithmic Predictive Targeting Target Automatic, self learning algorithm Evaluates, Scores, Acts Offline engine Compares positive and negative examples Monitor the performance Monitor Learn

  11. How Does PIT work? How it Works 1. Eligibility Visitor segmentation and UX rules that define visitors eligibility for chat campaigns. 2. Scoring Algorithm continuously scores visitors’ likelihood to convert based on intent and value in real-time. 3. Agent Capacity Manages the agent capacity and scope. Shipment for US residents only Engage visitors after 15 seconds on the website 0.5 0.4 0.2 0.7 Agent Profile Agent Pool 0.3 0.8 0.6 0.8 0.5 0.5 0.8 0.6 0.9 0.3 0.7 0.4 0.3 0.7 0.2 0.4 0.8 0.9 0.9 0.9 0.5 0.5 Agent Utilization Model Real-time agent capacity determines engagement triggers 0.2 0.8 0.5 0.8 0.4 0.4 0.7 0.3 Invite The Top Eligible Scores

  12. Visitor Intent Models – Closer Look Business Goal: Conversion Pending Invite: Based on agent availability Agent Availability: 0 Agent Availability: 1 Kelly San Francisco PC Added Items to Cart Kansas Mobile Referral: Free Promotion On shipping policy page New York PC Browsed 10 Different Product Pages John Mary Score: 0.5(possible self-serve) Score: 0.75 (needs help shopping) Score: 0.2 (low likelihood) Removes item from Cart Score: 0.8 (needs help)

  13. State of the Art Intent Models Browser Visitor Profile Chat History Search KeyWords Referral Geo ISP Business Specific Events Navigation Patterns Purchase Patterns Self Serve Patterns • Intent to Convert via Chat Assisted Intent to Convert via Self Serve Visitor Intent Model Intent to Accept Chat Individualvisitors who are most likely to convert with chatassistance.

  14. Data What data will PIT use to target visitors? LivePerson Tag data Conversion/Success events Visitor data (optional) Site data (optional) Product data (optional) What information do I need and how will I obtain it? What is needed for PIT? Goals What do I want the visitors to do? Buy a product or service Qualify to become a lead Accomplish online task How will I know when it happens? Landing on a web page/URL. Triggering a piece of code. What do I want the visitors to do? Prospects Which visitors can (and cannot) be engaged? Geographic regions Language Brand experience Site location Compliance Who are the visitors I want to engage?

  15. Understanding the Change to Hot Leads Pre- Predictive Intelligent Targeting Predictive Intelligent Targeting Invited to chat Visitors Chat Assisted Convert with Chat Chat Assisted Convert with Chat Target Group Visitors Hot Leads Invited to chat Lift from Chat Lift from Chat Convert without Chat Convert without Chat

  16. PIT Implementation

  17. Measuring Success Scenario #1 Predictive Intelligent Targeting delivers a higher volume of conversions or revenue with the same number of agents. Example: Conversions per labor hour also rises Better qualified chats lead to more conversions. Overall Conversion rate rises Agents maximized, and engine sends same chat invites Same number of agents handle same chats and more conversions Agent labor hours remain steady When agents were maximized prior, this results in higher conversion rates and conversions per labor hour. # Conversions

  18. Measuring Success Scenario #2 Predictive Intelligent Targeting delivers a higher volume of conversions or revenue with the same number of agents. Example: Conversions per labor hour rises Increase in chat volume leads to more conversions. Overall Conversion rate drops Agents maximized with PIT Same number of agents handle more chats Agent labor hours remain steady When agents were not maximized prior, this results in higher conversions per labor hour, but lower conversion rates. # Conversions

  19. Opportunity Analysis Uses: visitor pipeline data agent performance data and PIT predicted conversion rates to find the right balance between labor cost and conversion/revenue opportunity.

  20. About LivePerson

  21. The Global Leader in Intelligent Digital Customer Engagement • Founded in 1995, a public company since 2000 (NASDAQ: LPSN) • More than 8,500 customers worldwide • More than 900 employees • 2 billion site visits and 20 million live engagements per month • US $178 million revenues (2013) • Headquartered in New York City with offices in San Francisco, Atlanta, Santa Monica, Tel Aviv, London, Melbourne, Tokyo, Berlin and Amsterdam Creating Meaningful Connections Between Brands and Customers that Generate Value.

  22. Top 4 of Top 5 Telecommunication Companies (Fortune 500) • 3 of the Top 5 Internet Service Companies (Fortune 500) • 8 of the Top 10 Fortune 500 companies • 10 of the Top 15 Commercial Banks (Fortune 500) 8,500 customers around the globe, including: Customers

  23. 99.98%uptime in 2013 High Availability Peak Traffic (Cyber Monday 2013): 1.2 million concurrent visitors monitored 120 million visitors monitored throughout the day 900kchats in one day A Solid Infrastructure Behind the Cloud Scalable infrastructure ready to support any traffic levels 20 Million chats per month 2 Billion monitored visits per month State-of-the-art technology enables scalability Latest Big Data technologies support massive event analysis and data storage High availability server and database clusters provide redundancy throughout all systems Advanced monitoring 24*7 monitoring and incident response by dedicated team 1 million infrastructure metrics monitored every 30 seconds Continuous end-to-end monitoring of user scenarios Disaster recovery and business continuity Alternate disaster recovery sites and processes in place to ensure Business Continuity Plan (BCP) All customer data is replicated to the DR, using encrypted channels | Page 23

  24. 192bit AES encryption for data at rest • Sensitive Data Masking and obfuscation • Customer controlled login policy • Full visibility to actions and operations via comprehensive Audit trail and logs • Flexibility to restrict LivePerson access to account information and data Comprehensive set of security tools and features Secure Solution for Digital Engagement Tested and verified by our customers 300+ customer due diligence processes and assessments a year Average of 20+pen tests a year Secured product development and R&D Secure, stable, reliable infrastructure • Customers can access only their data • Hardened servers • Full redundancy and backup • Advanced measures for DDoSattack mitigation Proven and certified security Secured physical premises • 4 top notch US and EU based data centers • 2 primary sites • 2 disaster Recovery sites • Private LivePerson cages • Operated and accessed only by LivePerson • 2 factor biometric access control • Unmarked locations • 24*7 CCTV and guards | Page 24

  25. APIs • Customization of our solution to fit specific business needs • Brands can enrich business applications with LivePerson capabilities • Real time call center data available to integrate with dashboards, reports, databases and WFM systems • CTI integrations to streamline contact center operations • Apps marketplace • Technology partners integrate LivePerson capabilities to provide ready-to-use applications • Out of the box, certified integrations into market leading eCommerce platforms • Seamless integration abilities into any eCommerce Platform Open Architecture Integrations Include: Web analytics eCommerce Platforms 3rd party data feeds | Page 25

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