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confidentialandproprietary
Engagingcustomerswhenitmattersmost!
confidentialandproprietary
CodeBaby and Aqueria International have joined forces to offer innovative
solutions that can educate and enhance your Interactive Player’s experience
with the deployment of “Virtual Gaming Assistants”.
“The increasing cost of Interactive Player
Acquisition and the fact that these Players
represent only a portion of the Total Player
base, illustrates an obvious growth
opportunity in engaging new Interactive users
and responsibly converting them into Players
with the deployment of better supporting
services.”
ConceptIntroduction
2
confidentialandproprietary
Summary
A Gaming Avatar
• Greets your Interactive Platform’s visitors
• Provides assistance by navigating them through the
site’s features
• Shows them “step-by-step”, how to:
• open an account
• deposit money
• play the various games you offer and much
more…
With the provision of Analytics Tools, the
platform personalizes your customer interaction
but more importantly, adds value by increasing
Conversion rates and optimizing Business
Performance.
3
confidentialandproprietary
The Gaming Assistant is the modern and
personal alternative to the substantial volume of
text info pages, that customers rarely spend time
reading.
In short, Gaming Assistants can:
 Enhance your current and new Player’s Interactive experience
and satisfaction
 Build on your Lottery’s Brand Integrity and Trust
 Maximize conversion performance on critical areas like “sign-up”
& “money deposits”
 Reduces Call-Centre workloads and costs
 Support Marketing activities
 Cross-selling and launch of new products
Summary
4
confidentialandproprietary
ConceptEndorsement
“The technology has demonstrated
its ability to
, and ...is able to personalize
and contextualize customer
interactions.”
“A great virtual Assistant should offer
more than just search;
and assist the customer
through the online interaction.”
5
confidentialandproprietary
ConceptEndorsement
60%
It’s forecasted that
“...of all commerce and service
transactions will be conducted
by virtual assistants by 2020.”
Gartner Research
6
confidentialandproprietary
CaseStudies
7
“People naturally respond to all online interactions
as a social experience.
Placing a character in an interface makes the social
foundation of mediated interaction explicit…
Online transactions become social conversations.
Difficult procedures can be explained. The web is less
lonely. Technology is easier to use.”
“The personality of an
automated character is
one of the strongest and
most reliable methods to
consistently promote
brand awareness
through predictable
appearance and scripting
of speech and behavior. “
Byron Reeves
Stanford Study Research
How can they help you develop your business:
 Conversion & Engagement
 Deflection / Encourage Self-Help
 Customer Satisfaction
confidentialandproprietary
CaseStudies - Engagement
8
 Virtual Assistants created for a large media company
improved engagement significantly. - The average
session time went from less than 1 minute to 20
minutes with the VA, while site traffic went up by 15%.
 Virtual Assistant generated a 20% increase in
conversions at Netherlands-based Doosopmaat.nl
 Results from a recent study indicates the engagement
power of a character when moderating search inquiries.
- When a character asked people to type search
requests into a window, people used on average, three
more words in their requests (averaging about 7 words
per inquiry) compared to identical requests made
without a character.
confidentialandproprietary
CaseStudies – Deflection / EncourageSelf-Help
9
HP Viewpoint Paper
“Leveraging intelligent,
interactive virtual agents
to drive quality and
savings in customer
service”
Real-world performance
results
 Research indicates that 92–95% of customer
queries are handled completely by the VA
with no human help
 52–85% of visitors say they would have
contacted the contact center if the IVA was
not available
 Every 1 million chats with a IVA create $7
million in cost savings
 Avatar showed 33% decline in calls to
support centers
confidentialandproprietary
CaseStudies – Customer Satisfaction
10
 Less than 1% of customers leave
negative feedback about IVAs
 IVAs are more accurate than
humans and achieve 89-95%
accuracy, versus 81% accuracy for
live agents
 Over 90% of people prefer a
character in interactive sessions
over no character at all.
“Talk to Me”
“7 Reasons a Digital
Character Brings
Value to Your
Website”
“The Benefits of
Interactive Online
Characters”
Center for the Study of
Language and
Information
Stanford University
confidentialandproprietary
Not All IVAs are Created Equally
11
static, low
quality, knowl
edge base
1st 2nd
limited
movement,
little more
than decision
trees
some
response
accuracy
measurement
some
reporting
3rd
better graphic
render, highly
accurate
knowledge
base
4th
3D character
with human
movements, r
esponds to
tone
5th
3D character
with human
movements,
mobile, geo
location
6th
confidentialandproprietary
The 6th generation difference
12
3D character with human movements
Socially expressive
Evoke responses from customer
Multi-lingual
Natural language query
Integrates with website elements
Exceptional accuracy
Dashboard analytics
Mobile - Geo-location
confidentialandproprietary
custom dialog boxes
call back
social media
click to chat/email
mobile
product up-sell/cross-sell
audio
Majority of Industry
CIVA
13
IVAMarket Capabilities
confidentialandproprietary
14
Call-to-Action Navigation Form Fill Submit
Dialog Box Dialog BoxDialog Box
Conversion Example – Guiding every step
Self-Service Example
Front End
Engagement
FAQ
Knowledge
Base
Click-to-Chat Create Ticket
Dialog Box Dialog Box Data BoxApp Box App Box
ExperienceStream Types
14
confidentialandproprietary
Thank You
15
Virtual Gaming Assistants – An intuitive, cost efficient solution that
will differentiate your Services proposition from the competition.

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Virtual Interactive Gaming Assistants

  • 2. confidentialandproprietary CodeBaby and Aqueria International have joined forces to offer innovative solutions that can educate and enhance your Interactive Player’s experience with the deployment of “Virtual Gaming Assistants”. “The increasing cost of Interactive Player Acquisition and the fact that these Players represent only a portion of the Total Player base, illustrates an obvious growth opportunity in engaging new Interactive users and responsibly converting them into Players with the deployment of better supporting services.” ConceptIntroduction 2
  • 3. confidentialandproprietary Summary A Gaming Avatar • Greets your Interactive Platform’s visitors • Provides assistance by navigating them through the site’s features • Shows them “step-by-step”, how to: • open an account • deposit money • play the various games you offer and much more… With the provision of Analytics Tools, the platform personalizes your customer interaction but more importantly, adds value by increasing Conversion rates and optimizing Business Performance. 3
  • 4. confidentialandproprietary The Gaming Assistant is the modern and personal alternative to the substantial volume of text info pages, that customers rarely spend time reading. In short, Gaming Assistants can:  Enhance your current and new Player’s Interactive experience and satisfaction  Build on your Lottery’s Brand Integrity and Trust  Maximize conversion performance on critical areas like “sign-up” & “money deposits”  Reduces Call-Centre workloads and costs  Support Marketing activities  Cross-selling and launch of new products Summary 4
  • 5. confidentialandproprietary ConceptEndorsement “The technology has demonstrated its ability to , and ...is able to personalize and contextualize customer interactions.” “A great virtual Assistant should offer more than just search; and assist the customer through the online interaction.” 5
  • 6. confidentialandproprietary ConceptEndorsement 60% It’s forecasted that “...of all commerce and service transactions will be conducted by virtual assistants by 2020.” Gartner Research 6
  • 7. confidentialandproprietary CaseStudies 7 “People naturally respond to all online interactions as a social experience. Placing a character in an interface makes the social foundation of mediated interaction explicit… Online transactions become social conversations. Difficult procedures can be explained. The web is less lonely. Technology is easier to use.” “The personality of an automated character is one of the strongest and most reliable methods to consistently promote brand awareness through predictable appearance and scripting of speech and behavior. “ Byron Reeves Stanford Study Research How can they help you develop your business:  Conversion & Engagement  Deflection / Encourage Self-Help  Customer Satisfaction
  • 8. confidentialandproprietary CaseStudies - Engagement 8  Virtual Assistants created for a large media company improved engagement significantly. - The average session time went from less than 1 minute to 20 minutes with the VA, while site traffic went up by 15%.  Virtual Assistant generated a 20% increase in conversions at Netherlands-based Doosopmaat.nl  Results from a recent study indicates the engagement power of a character when moderating search inquiries. - When a character asked people to type search requests into a window, people used on average, three more words in their requests (averaging about 7 words per inquiry) compared to identical requests made without a character.
  • 9. confidentialandproprietary CaseStudies – Deflection / EncourageSelf-Help 9 HP Viewpoint Paper “Leveraging intelligent, interactive virtual agents to drive quality and savings in customer service” Real-world performance results  Research indicates that 92–95% of customer queries are handled completely by the VA with no human help  52–85% of visitors say they would have contacted the contact center if the IVA was not available  Every 1 million chats with a IVA create $7 million in cost savings  Avatar showed 33% decline in calls to support centers
  • 10. confidentialandproprietary CaseStudies – Customer Satisfaction 10  Less than 1% of customers leave negative feedback about IVAs  IVAs are more accurate than humans and achieve 89-95% accuracy, versus 81% accuracy for live agents  Over 90% of people prefer a character in interactive sessions over no character at all. “Talk to Me” “7 Reasons a Digital Character Brings Value to Your Website” “The Benefits of Interactive Online Characters” Center for the Study of Language and Information Stanford University
  • 11. confidentialandproprietary Not All IVAs are Created Equally 11 static, low quality, knowl edge base 1st 2nd limited movement, little more than decision trees some response accuracy measurement some reporting 3rd better graphic render, highly accurate knowledge base 4th 3D character with human movements, r esponds to tone 5th 3D character with human movements, mobile, geo location 6th
  • 12. confidentialandproprietary The 6th generation difference 12 3D character with human movements Socially expressive Evoke responses from customer Multi-lingual Natural language query Integrates with website elements Exceptional accuracy Dashboard analytics Mobile - Geo-location
  • 13. confidentialandproprietary custom dialog boxes call back social media click to chat/email mobile product up-sell/cross-sell audio Majority of Industry CIVA 13 IVAMarket Capabilities
  • 14. confidentialandproprietary 14 Call-to-Action Navigation Form Fill Submit Dialog Box Dialog BoxDialog Box Conversion Example – Guiding every step Self-Service Example Front End Engagement FAQ Knowledge Base Click-to-Chat Create Ticket Dialog Box Dialog Box Data BoxApp Box App Box ExperienceStream Types 14
  • 15. confidentialandproprietary Thank You 15 Virtual Gaming Assistants – An intuitive, cost efficient solution that will differentiate your Services proposition from the competition.