How Homeserve is using DialogFlow for CX automation with Phil Jordan, Head of Contact Channel Automation and Self Service, Homeserve

Phil Jordan joins us to discuss how Homeserve is using Diagflow to help with customer needs.

Presented by Deepgram

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Homeserve is one of UK’s leading home assistance providers, from plumbing, drainage, electrics, heating and more. In 2021 Homeserve began exploring the use of Google DialogFlow for customer service automation. Phil Jordan, Head of Contact Channel Automation and Self Service, joins us to share the successes and lessons learned

00:00 Intro and Welcome to Deepgram
02:31 Introduction to Phil Jordan
09:00 Advancing from Directed Dialogue to automated solutions
12:10 The perception of an issue needing to speak to a human
15:00 Where the journey started for a Dialogue Solution
22:45 The next steps for the use cases
25:30 The initial query factor *
29:20 Begging the process of getting the right data to pass onto the agents
34:38 What point the IDNV was introduced
38:33 Did Homeserve always have the systems regularly available?
42:10 How to get people to understand the bots
49:00 What is it that the assistant is doing today
54:05 How to keep customers happy with speaking to bots
56:36 An example of a Call
1:01:23 Do you give the bots multiple tries to understand the customer before handing over to the agent?
1:02:23 Anything Phil would avoid in the implementation if he was to start again
1:07:03 Outro