Innovating Superior Customer Service with Einstein Bot
On Stage at Salesforce World Tour
Salesforce speaks to Shae Marlow, Head of Consumer Platforms and Operations, Kayo Sports and Nigel Piper, Executive GM -Customer Success, Xero about the current state of service, how both Kayo and Xero are using technology to provide real-time, round-the-clock support and what the future has in store for their businesses.
Digital Disruption: Kayo Sports
Kayo is a subsidiary of the Foxtel Group, launched in November 2018 as a dedicated multi-sports streaming service with over 50 sports live and on demand. To create a digital business from the ground up, Kayo knew that delivering high quality customer service was a key requirement from launch.
Kayo has turned the challenge of creating a customer-centric service model into an opportunity. With the customer service team sitting directly within the data team of the business, high data driven customer service targets could to be set from launch! This created a unique opportunity for the business to implement an AI driven customer service strategy.
To maximise the benefit of a disruptive customer service model, it was important that Kayo ensure that every part of the customer lifecycle was supported.
Incorporating multi channel customer service required the Kayo team to implement customer support via web form, live chat, Facebook, Twitter & Instagram. This was achieved by utilising Service Cloud’s case management functionality and snap-in chat, as well as using Social Studio for social listening and engagement.
Kayo embraced AI service technology in the form of the Salesforce Einstein chat bot, which can draw on the customer data and handle transactions and updates in Service Cloud, as well as the self service knowledge base within Salesforce Communities.
For maximum customer context, the above channel information was presented to service agents via the Lightning Service Console where all activity can be easily understood at a glance. A reporting and analytics overlay sits on top of the above service model, providing the business with a transparent view of service stats and business intelligence.
Kayo’s explosive launch and subsequent growth has been well covered in industry and news media - however the market beating service results are worth calling out. By leveraging AI self-service best practices, kayo has successfully encouraged customer self service.
The Kayo team worked hard to create the right self service content, and store it in a bot-friendly way within the knowledge base, as well as ensuring that all service touch-points were optimised for all devices.
The digital self service model’s results speak for themselves:
92% of all customers were serviced via the Salesforce Community knowledge base
16% of all support cases were handled and actioned by the Einstein chat bot
Kayo’s service model has proven to be able to scale with rapid growth, and is part of their formula for success going forward.
Technical Consulting Lead
Senior Program Architect
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