Demo: How John Hancock Uses Salesforce & Amazon Connect for its Call Center | Salesforce

All right, now I'd like to tell you about a customer who's already using Amazon Connect and Service cloud today with great success. John Hancock provides financial solutions for customers at every single stage of their life. And a couple of years ago they had some big obstacles to overcome when agents, excuse me, when customers were calling in, they were getting bounced from agent to agent and, and it wasn't easy for agents either because they didn't have a 360 degree view of the customer. They knew they had to make a change and they transformed their contact center using Amazon Connect and Service cloud. Now a little bit more about John Hancock. They offer long term care insurance that provides in home care or nursing home. This is especially important and as people may have a lingering illness until their final moments. I know this is important because I had the same experience with my dad and I'm sure that many of you in the audience have had that same experience too. And if you haven't, you might be worried about how is it that you're going to provide coverage and care for your parents or your loved ones as they age. John Hancock knows that these moments matter when they can make a difference in their customers lives and their loyalty. Providing human centric service. So we're going to take you through a future vision of just how this is going to look with service cloud voice. So our story starts with Vince. Vince is a John Hancock supervisor and he's just arrived at work and he needs some insights to get his day started. Einstein can now provide voice guided assistance for any of your company's applications. So Vince simply ask Einstein.

Hey Einstein, how are my cues today? Your chat and messaging cues are doing okay, but the voice cue is over capacity.

Now that Vince has the guidance he needs, he logs into Omnichannel supervisor. And here for the very first time, he can see all conversations in one place. No matter if agents are using chat, SMS, social, email or NowVoice, he can monitor them all in the service cloud console. He notices that one of his agents, Nupur, has some availability so he assigns her to the queue that needs help. Let's check in with Nupur here. We're looking at Nupur's lightning service console and a phone call has been intelligently routed to her from a John Hancock customer. Jeff, are you seeing what I'm seeing here? This is a phone call right inside of Omnichannel. No matter how customers are contacting John Hancock, it's all going to come in via Omnichannel routing. When she accepts that case, she has all of the Information she needs to get right on the case. On the left hand side, you're seeing here Jeff's contact information as well as his parents policyholder information. And in the center you can see that all of the information in the ivr is clear for her to give her full context to jump into the conversation. So let's listen in.

Hi Jeff, I'm Nupur. I see you have some questions about your parents long term care plan.

How may I help you, Nupur?

Yeah, my parents are getting older and soon they'll need some level of nursing help. But I don't know what's included in our plan. I'm so stressed out about it. What are our options?

I understand how difficult this can be. I went through a similar situation with my parents. Looking at your type of plan, you have coverage for a home health nurse or a retirement home.

Okay, great. Now I just need to figure out which one to choose.

All right, let's pause here and I want you to take a look at what's happening on the right hand side of the screen. And this is an article recommendation suggested by Einstein. In the past, agents like Nupur would have had to have typed into a search bar to bring up an article. But now in this instance, workflow is being powered by her voice by reading the transcript. All right, let's check back in with Nupur and Jeff as the conversation continues. And I want you to continue paying attention to what's happening on the right hand side of the screen.

So while I have you, I also wanted to learn how to submit claims in the future.

What you're seeing here is Einstein back at work. In this case, Einstein is reading the transcript and suggesting a next best action for Nupur. In this instance, Einstein is suggesting that she set up a self service account for Nupur. She accepts that recommendation and she uses a lightning flow. Lightning flows are clutch for onboarding new agents or for standardizing steps for experienced agents like Nupur. Now the conversation is going to continue. And by now Jeff has had a moment to read that knowledge article and he's leaning towards getting a home health care nurse. And if you look up here on the right hand side, this is a new article recommendation from just a couple of moments ago. Einstein is using natural language processing and machine learning to provide a contextual recommendation. This is so efficient for Nupur and really helps her focus on listening and connecting with the customer. All right, now let's check in with Jeff and Nupur one last time to wrap up the conversation.

I called today expecting this to be a difficult conversation and you made it clear and easy. I can't thank you enough for that.

It's my pleasure, Jeff. Call back anytime.

Now, case wrap up is easier than ever because two things are happening here. The first is the transcript is suggesting notes that Nupur could use to type into the case. And the second is the call transcript and the recording are going to be automatically attached to the record. Now, how long does it take agents at your company to wrap up cases? 5 minutes? 3? 2? Well, imagine if you could cut that in half across all cases throughout the day. That would be a huge productivity game. Well, with Einstein case wrap up, Einstein will now suggest those fields for her to wrap up those cases and be faster than ever, turning average handle time into awesome hangout time. As you can see, John Hancock was there for their customers in several moments that mattered. Nupur was able to deliver that human centric service to make a difference in his life as well as his loyalty. That was an amazing demo, everybody. Let's give a round of applause for Nupur.