Multi channel automation all working in harmony

Check out today's episode that is all about multichannel automation and how it's changing the game for customer service.

We'll be discussing the latest trends in voicebots, chatbots, SMS and email, and these channels are working in harmony for businesses creating seamless, self-service journeys for customers.

Join us for a (we hope) informative chat as we explore how this technology is disrupting traditional customer service models and making life easier for everyone involved.

So sit back, relax, and let's dive into the world of multichannel automation together. This is Disruption Works Chit Chat, and we're excited to have you here!

Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)

Transcript

0:0:0.0 --> 0:0:8.380
Steve Tomkinson
Well, hello and welcome to another exciting edition of disruption works chitchat with Tom and Steve. How you doing Tom, are you alright today?
0:0:8.710 --> 0:0:12.590
tom
I'm very excited. Thank you very much. Totally do it.
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Steve Tomkinson
That's good. That's good. It's it's nice to nice to have your enthusiasm done.
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Steve Tomkinson
Well, why not? Why not?
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tom
Excited. Excited. No, no, I like I like this introduction. I like this introduction. Very. Yeah. Yeah. No, I think you and how are you? How are you, Steve?
0:0:24.350 --> 0:0:32.870
Steve Tomkinson
I'm very good. Thank you. Yeah, I'm. I'm, I'm. Well, spring is springing. So I'm I'm quite happy because it again a bit of sun and flowers and.
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tom
Well, I can't say that I I'm sorry. Unfortunately, I can't say the same here. It's still winter time. It's terrible. The Netherlands has taken over their English identity when it comes to weather.
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tom
Yeah.
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tom
Oh my God.
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Steve Tomkinson
Ohh, that's a shame. Like bless you. I. No, it's lovely and sunny here. We've got daffodils all everywhere and it's beautiful. Yeah, it's really nice.
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tom
Well, you take the cake, don't you, huh?
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tom
Yeah.
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Steve Tomkinson
No. What? I'm well, we're gonna talk about uh multi channel.
0:0:59.390 --> 0:0:59.730
tom
Yep.
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Steve Tomkinson
Uh, and uh, because obviously we could talk about voice a lot, but there a lot of the solutions and automation that we do a multi channel. But I suppose to kind of get that into context multi channel meaning different ways of communicating to your and customer or user. So voice is obviously the starting point of that. We've obviously talked about a lot. We do chatbots as well. So there's a text automation bit as well.
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tom
WhatsApp.
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tom
Umm.
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Steve Tomkinson
But there's also a SMS ohh which has been around but for a long time. But WhatsApp exactly the same. It's been around for a while but not used nearly as much yet, but it's starting to get a lot of traction. WhatsApp is an e-mail, of course you know the the point is the e-mail and SMS have been around probably the longest out of most of the channels, but that means that most people have got them, so the accessibility and the inclusion.
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Steve Tomkinson
Inclusivity of those is going to be quite significant.
0:2:2.700 --> 0:2:6.690
tom
Now the only people who do not have an e-mail address anymore, those are 15 years old.
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tom
No.
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tom
Ohh.
0:2:7.260 --> 0:2:22.610
Steve Tomkinson
Yeah, well, absolutely, usually. I mean, you've got maybe some shared ones. There's a few shared around a we deal with some older people in the UK with Age UK. Ohh yeah, but they they seriously don't have necessarily emails addresses, so.
0:2:22.220 --> 0:2:24.530
tom
No, that's true. That's true. That's correct.
0:2:27.150 --> 0:2:27.590
tom
No.
0:2:23.450 --> 0:2:44.620
Steve Tomkinson
You know, because they are older people and they're a very old generation. But hey, let's, let's be honest, the the lion share of people now have access to usually a smartphone. Certainly SMS on any phone and and also they have accessed.
0:2:43.560 --> 0:2:48.380
tom
And the e-mail account on the phone as well. Yeah, that's true. Yeah. Yeah.
0:2:46.40 --> 0:2:48.610
Steve Tomkinson
Yeah. Yeah. So it's all there pretty much.
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tom
And of course, everybody has WhatsApp.
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tom
Yeah.
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Steve Tomkinson
Yeah, well, a lot. I know you using it both for business and personal now. So you know it's starting to get quite a lot of a lot of traction in that regard as well. And you know or starting to it's got traction.
0:3:4.440 --> 0:3:4.810
Steve Tomkinson
I'm.
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tom
Well here I don't know. I was just in the UK, but in the Netherlands I whatsoever standard.
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Steve Tomkinson
Yeah, yeah, I think it pretty much.
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tom
Or between between companies and between the private and and and business.
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tom
Yeah.
0:3:25.60 --> 0:3:26.430
tom
Hmm. Ohh.
0:3:14.940 --> 0:3:26.610
Steve Tomkinson
Yeah, it's the same. Yeah, I'm, you know, we have better dual number stuff going on. But apart from that, it's the app that's on your smart device. So it's gonna pop up no matter which SIM is in your in your phone.
0:3:27.270 --> 0:3:27.680
tom
No.
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Steve Tomkinson
But I suppose the reason that we're kind of talking about multi channel automation, so across some massive voice text chat, whatever it might be.
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Steve Tomkinson
Is.
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Steve Tomkinson
Is kind of why that approach is important and why we're we're trying to automate across these channels.
0:3:53.410 --> 0:3:54.700
Steve Tomkinson
Not everybody has everything.
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Steve Tomkinson
And you've got to manage those particular channels well, but also it's about how you use those channels because.
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tom
Yes.
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Steve Tomkinson
The the channels don't suit suit everything all the time. You know, you've got a particular usage of voice where it works in one regard, where SMS might work in another regard. But I know you've got some clear kind of experience in this, Tom, that do you wanna discuss?
0:4:24.930 --> 0:4:27.820
tom
Yeah. I mean, let's face it.
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tom
Let's let's start from a very important starting point, and that is how the human brain works.
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Steve Tomkinson
Yeah.
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tom
And we have two different kinds of processes in our brain when it comes to digesting information. One is called short short time short short time memory. The other one is called one time memory.
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Steve Tomkinson
Yeah.
0:5:0.930 --> 0:5:1.250
Steve Tomkinson
But.
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tom
Certain dynamics work on those memory processes. For instance, your eyes, things you see are often directly stored in your long term memory. The face or a building, for instance the Eiffel Tower. You have to see that once you will remember it for the rest of your life.
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Steve Tomkinson
Yeah.
0:5:29.20 --> 0:5:29.490
Steve Tomkinson
Yeah.
0:5:33.610 --> 0:5:34.790
Steve Tomkinson
Yeah, yeah, yeah.
0:5:7.610 --> 0:5:37.840
tom
That's not the same with the telephone number. If you tell me your telephone number once, I will not be able to replicate that directly. Maybe I can because I'm very smart. Or maybe I most of us can't. And when we hear this telephone number over and over and over again, we will be able to replicate that just, just as we are able to sing along with all those pop songs we heard on the radio when we were 15. Today. When you're. Yeah. But you can still see those neighbors because you have heard him so many times and it has to do with the dynamics of the function of your brain.
0:5:38.80 --> 0:5:38.620
tom
So.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
If we now take this down to automation and to to interaction with a company, a customer and its company, then there is a certain amount of information that has to be provided from for 4th and back and the information is easily to to to to contain easily. To remember that information is easy to remember is is, is convenient to work with voice. I mean if you say well, would you like this? Yes. And that. Yeah. OK, that's good.
0:6:13.740 --> 0:6:14.130
Steve Tomkinson
Right.
0:6:9.290 --> 0:6:23.900
tom
Yeah. You go into an interaction where voice is suited, but then when it comes to detailing information like addresses or manuals or information about a certain hospital.
0:6:26.920 --> 0:6:27.250
Steve Tomkinson
Yeah.
0:6:34.430 --> 0:6:34.750
Steve Tomkinson
Yeah.
0:6:43.620 --> 0:6:43.850
Steve Tomkinson
Yep.
0:6:24.10 --> 0:6:54.170
tom
Yeah. And appointment you have where you have to bring certain informations with you. Then it's of course very nice to have any information listed in some written form. So use the voice where the voice where voice is really suited, like in a direct interaction with the questionnaire or with the question and answer dynamics that you have to go through and use the multi channel solution where you have to back up that interaction with more.
0:6:54.290 --> 0:6:57.710
tom
The information that is written or more information is more complex.
0:6:58.160 --> 0:7:4.620
Steve Tomkinson
Yeah, I can say that cause of course that's the thing, isn't it? If you've got a multi stage process where you're trying to.
0:7:5.420 --> 0:7:19.190
Steve Tomkinson
Uh, like, arrange an appointment. So you got a medical appointment. So you're trying to arrange that? And. And the first job of the provider. So in the UK, obviously, NHS generally, unless it's a private healthcare.
0:7:20.490 --> 0:7:30.460
Steve Tomkinson
But if you do not HRS and you're trying to arrange an appointment for somebody voice at that moment in time is a good opportunity. If they've got the time to do it at that time.
0:7:30.70 --> 0:7:35.610
tom
You're doing you. You mean when you do a meeting, negotiation and negotiation to get along? Yeah.
0:7:36.360 --> 0:7:36.760
tom
Yeah.
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Steve Tomkinson
Yeah. So if you do the negotiation, somebody's in the moment. They're actually doing it. It's an active, active bit, but once that meeting is then arranged, you're you're then turn it into something that needs to remind. So then you're on a an SMS journey to go up. We'll go here. I'll confirm it.
0:7:53.790 --> 0:7:54.130
Steve Tomkinson
Yeah.
0:7:54.810 --> 0:7:55.80
Steve Tomkinson
Mac.
0:8:5.460 --> 0:8:6.290
Steve Tomkinson
Yeah, yeah.
0:7:50.150 --> 0:8:14.890
tom
Now or or addition, yeah, or additional information or additional information, for instance. OK, you wanna make an appointment with the the radiology. OK. Perfect. You need to take a photo. OK, sure, blah, blah. What do you need to take with you in order to be able to enter the hospital and make that photo? Blah, blah, blah, blah, blah, blah. And you know as well as I do, when you get to to information and listings of what you need to bring with you, it's easy to get some.
0:8:15.510 --> 0:8:15.930
tom
Ma'am.
0:8:17.190 --> 0:8:18.330
tom
From that in this meeting.
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tom
Exactly.
0:8:22.180 --> 0:8:22.560
tom
No.
0:8:15.560 --> 0:8:23.530
Steve Tomkinson
Yeah. No, absolutely. Unless you've got something to refer to. And then that's where they've got the multi channel stuff. So either an e-mail that confirms it.
0:8:23.970 --> 0:8:24.640
tom
Exactly.
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Steve Tomkinson
Either the the SMS which he's got the information in it you know or a link.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
Yeah, or maybe your soul foolishness or an e-mail with the confirmation number. You can you can communicate when you get to the to the counter. And they said I have an appointment at 11:00. O'clock. OK. What's your reference number? Oh, let me see. Click. Click. That's perfect.
0:8:51.860 --> 0:8:52.120
tom
OK.
0:8:54.810 --> 0:8:55.140
tom
Yeah.
0:8:55.840 --> 0:8:56.240
tom
OK.
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tom
Yeah.
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tom
Yeah.
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Steve Tomkinson
Yeah, yeah. I mean, to be honest with you got the rich Max messages now where you've got QR codes built into them as well. So you can even turn up with a a ticket that's essentially scanned as well. So there's there's loads of layers to that, that multi channel journey, isn't it? Especially if you're using stuff like WhatsApp, then that's of course multimedia in its own right.
0:9:4.720 --> 0:9:5.140
tom
Yes.
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Steve Tomkinson
I'm. I'm out. I know we had a bit of a challenge a while ago with GDPR and which some of the large businesses were were kind of struggling with to get data out, but that's not not really the the challenge it was and that was only three or four years ago.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
0:9:52.720 --> 0:9:53.210
Steve Tomkinson
Yeah.
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tom
Yes, I have encountered several situations where I did promote a multi channel solution, but where I got to hear from the business customer side that certain certain interactions were not possible because of protection of personal data for instance that it was not allowed to convey somebody'd e-mail address or somebody's personal telephone number or even a date of birth, and so.
0:10:6.130 --> 0:10:7.230
Steve Tomkinson
Right, right.
0:9:53.330 --> 0:10:8.910
tom
That was a little bit of problem, a little bit it hassle and also I have to tell you in this respect that not all those big companies do have all those platform facilities to actually enable an SMS backup or an e-mail confirmation service.
0:10:23.240 --> 0:10:23.750
tom
Yeah.
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Steve Tomkinson
Yeah. So, so if you can automate it within the same space because you've got the data anyway, which is now you know it's always has been really, but now it's it's copper bottom secured. So it's you know it's there is no The thing is like the we have such secure transmission of data nowadays that you know it really is quite quite robust you know so there's not a rogue problem.
0:10:43.160 --> 0:10:43.750
Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah, yeah, yeah, yeah.
0:10:53.340 --> 0:10:53.650
Steve Tomkinson
They are.
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tom
Yes, I I do. I do agree that's that has changed. But again, you know as well as I do in daily life when we are working together and trying to automate for our customers, we also have to face situations where is your SMS server, who is doing what you know and it's still it's still needs to be organized well in order to make it function well since.
0:11:3.180 --> 0:11:4.710
tom
Yeah, you gets easier, yeah.
0:10:56.30 --> 0:11:11.800
Steve Tomkinson
Yeah, now you're right. I think we're generally getting over those hurdles now. Stuff is growing up in that regard and you know and and we're and we're providing SMS in some regards where it's only low volumes and the price isn't really an issue and stuff like that anyway.
0:11:11.970 --> 0:11:12.390
tom
Mm-hmm.
0:11:13.150 --> 0:11:23.380
Steve Tomkinson
And so OK, we're calling mobile phone. We talked about smartphone stuff, but you know there are still people. They've got landlines. I know there's not many and they are getting few.
0:11:34.150 --> 0:11:34.460
Steve Tomkinson
Yeah.
0:11:21.830 --> 0:11:52.10
tom
Yeah, this isn't hassle. Yeah, yeah, this isn't hassle. I mean, do, do, do, do. Let's face, let's face the reality. A lot of people called certain services from, for instance, their work. And when they work, when they're at work, they work with their landline and they go from their landline. So we at the other side we maybe have to ask if it's OK to to reply to them on their personal number or on their on their mobile phone number because you and I know very well and also our listeners.
0:11:52.80 --> 0:11:55.280
tom
Of course I understand this very well. Then, when we have a mobile phone.
0:11:59.600 --> 0:12:0.490
Steve Tomkinson
Yeah, yeah.
0:11:56.20 --> 0:12:9.470
tom
You can send SMS, you can do much more than what we have learned. So this is dynamics. For instance, Steve, let's face it, one of our reasons customers told us that half of their applicants were talking through a landline.
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Steve Tomkinson
Yeah, which was huge. We were going. What? Really, it's just going. Oh my God.
0:12:20.720 --> 0:12:21.980
Steve Tomkinson
Yeah, yeah.
0:12:26.340 --> 0:12:26.700
Steve Tomkinson
Yeah.
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tom
Exactly. And today that 2023 at half of half of the people calling this particular service were calling from a landline and that's something we need to deal with. I mean, what is the best solution in that case? So are we asking for a mobile phone where we can connect them on or are we doing some kind of?
0:12:31.890 --> 0:12:35.60
tom
She see this is also very important to take into consideration.
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Steve Tomkinson
Well, I suppose the the solution I'm thinking about we we did the e-mail multi channel on that because we knew that they had e-mail. Most of them had emails part their data. So instead of the SMS response which would have been the response we would have sent to a mobile we said well that's OK, I'll send you an e-mail because if they want haven't given us the data or not willing to and then we had the e-mail as the backup and just say well we sent to an e-mail.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah, yeah.
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tom
There is there is there is there is totally correct. And of course it works. It works perfectly that way. But you know as well as I do that when you are in an in an interaction and somebody says OK, I'll, I'll send you the confirmation by SMS and you get thing and you get information directly that's much more convenient than coming home and have to remember oh maybe somebody called me an e-mail and you have to check.
0:13:20.210 --> 0:13:23.450
Steve Tomkinson
But yeah, I look it up. Yeah. Yeah. Well, I well.
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tom
But it's also a whole thing of timing. Again, timing.
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tom
Yeah.
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tom
No.
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tom
Yeah.
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Steve Tomkinson
Yeah, well, I what I liked about the SMS solution that we did was that we were also waiting for them to to get the SMS even and just going. Yeah. Well, have you got that SMS yet? And oh, no. OK, let's just wait a minute. I just want to make sure you get it. And the voice bot was doing that bit, do you know to make sure that they got it? So it was really supporting that multi channel thing.
0:13:55.0 --> 0:13:56.200
Steve Tomkinson
Yeah, yeah, yeah.
0:13:58.730 --> 0:13:59.30
Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
And really elegant, and also very again, sorry for my repetition on that point, but it's also again very conversational because in a normal man to man conversation you would do the same. Did you get my sno? Not OK, then we'll talk a little bit more. Uh, I got it. OK. Thank you. Good, Shannon, that's that's exactly the the following.
0:14:9.410 --> 0:14:9.920
tom
Exactly.
0:14:4.470 --> 0:14:16.90
Steve Tomkinson
Yeah. And I when when when you're doing a person to person conversation, it's exactly that. So I suppose we're talking about the the different bits of a process that are.
0:14:17.840 --> 0:14:46.270
Steve Tomkinson
Suitable for voice? Uh. We've got there. Very interactive by a bit. That's that's voice and it's a it's not, it's not in personal, but it's also a private when it's a as opposed to it being very kind of some of the processes we deal with can be a bit embarrassing you know medical and stuff like that. But if you're talking to an automated system it's quite easy, you know stress in that process.
0:14:46.850 --> 0:14:47.310
Steve Tomkinson
And but.
0:14:46.960 --> 0:14:47.430
tom
Yeah.
0:14:48.140 --> 0:14:49.530
Steve Tomkinson
If you go on.
0:14:55.630 --> 0:14:56.270
Steve Tomkinson
Yeah, yeah.
0:14:59.770 --> 0:15:0.10
Steve Tomkinson
Yeah.
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tom
Yeah. Well, well, you have a pellet. Suppose you have an interaction with business X. Doesn't matter what it is. We just take it virtual. There's a period of questions you need to take care of and the questions that are covered by voice.
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Steve Tomkinson
Yeah.
0:15:3.90 --> 0:15:20.720
tom
Take them with voice. I mean, it's fast. It's convenient, it's intuitive. It's it's perfect to to work with voice. It's as soon as it got more complicated. It gets more in written form or listings or whatever. Use a multi channel solution that backs up the voice interaction. That's the beauty of the of the automation.
0:15:26.270 --> 0:15:26.690
tom
Yep.
0:15:35.280 --> 0:15:35.770
tom
Exactly.
0:15:49.130 --> 0:15:49.480
tom
Yeah.
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Steve Tomkinson
Yeah. No, it's right and it and it should be working together. So The thing is, if you can introduce that process and just say we've, we've got this. So you'll have a link now and you can go there and complete what we started and because I'll need a little bit more information from you and I'm not gonna hold you on the phone and that gives them, you've got the starting point, you've got hold of them. You've started a process and they can finish that bit in their own time. You know, so it makes quite a quite a good use of the combination of the technologies.
0:15:57.470 --> 0:15:57.730
Steve Tomkinson
Yeah.
0:16:19.650 --> 0:16:19.920
Steve Tomkinson
Yeah.
0:16:21.680 --> 0:16:22.40
Steve Tomkinson
Yeah.
0:15:53.310 --> 0:16:23.710
tom
Yeah, and and and and you get back to you, for instance, this hospital appointment. So, OK, I'm calling to make an appointment with radiology. OK, that's good negotiation. OK. Is it possible you next Thursday, 11:00 o'clock and no, sorry. You can't make it next Thursday. OK, what about Friday? 10:00 o'clock in the morning. Oh, that's perfect. OK, OK, nice. So I'll just send you a confirmation by SMS that we have this appointment and I'll also send you the the things you have to take with you in order to blah, blah, blah, whatever it may be. Perfect. Perfect solution. Nice.
0:16:26.680 --> 0:16:27.10
tom
Yep.
0:16:24.100 --> 0:16:33.760
Steve Tomkinson
Yeah. And it's everything that you need there, you know, so it allows them to gather the information, but they've done all the negotiation again very inclusively.
0:16:45.700 --> 0:16:46.20
tom
The.
0:16:34.510 --> 0:16:48.960
Steve Tomkinson
The big thing that I'm working on at the moment is, UM, isn't it inclusivity with people that don't necessarily have smart tech? And of course voices inclusive because everybody will used language between us.
0:16:47.730 --> 0:16:57.700
tom
Do you see any option? Do you see any obstacles in real multi channel solutions today? For instance, in the UK, do you see any obstacles why it would not be possible?
0:16:56.700 --> 0:17:13.450
Steve Tomkinson
I think I I think it's only about access to the alternative text, but like we said, there's very few people that don't have a smartphone or they don't have access to e-mail and those are really the only two limitations you know.
0:17:34.460 --> 0:17:34.960
tom
Umm.
0:17:13.550 --> 0:17:39.620
Steve Tomkinson
I will post and and that's so going to mail, which is obviously a long handed version, but we still get that the NHS still sent appointments that by mail, would you ever believe but the last case scenario is that you could trigger off a a postal item to go out. There's no reason why you can't. I mean it's full multi channel but I can't see any other limitation really in that regard.
0:17:47.200 --> 0:17:47.770
Steve Tomkinson
Yeah, yeah.
0:17:54.900 --> 0:17:55.310
Steve Tomkinson
Alright.
0:18:1.850 --> 0:18:2.150
Steve Tomkinson
Yeah.
0:17:40.400 --> 0:18:10.590
tom
Well, you pointed out something before we started this podcast, and you mentioned older people or the elderly people, and I totally agree with you. But I I did some analysis on some services in Antwerp for half a year ago and also for one of my customers who's working with Healthcare is assurance and what what the the dynamics today in the Netherlands. And please let me know how that, how that works in the UK is that.
0:18:23.210 --> 0:18:23.740
Steve Tomkinson
Uh, yeah.
0:18:10.730 --> 0:18:34.860
tom
When people really are not able to take care of their business because they are very old and maybe because they didn't have not have a mobile phone or they do not have an e-mail address, it's often their children hopping in to take care of business and and in that case it's also probably UK because to have a reference for you which is also multi channel, when you call a certain health insurer in the Netherlands.
0:18:45.190 --> 0:18:45.630
Steve Tomkinson
Ohh yeah.
0:18:35.710 --> 0:18:53.850
tom
And they start with their first promptings on their voice application, they ask the core if the caller is calling for himself, him or herself, or for somebody else. And in case, for instance, I said, well, I'm calling for my older mother, and then they they will reply then. OK, please.
0:19:17.670 --> 0:19:18.620
Steve Tomkinson
Uh, yeah.
0:18:54.110 --> 0:19:20.600
tom
And get the the the data of your older mother in front of you because we will ask for her data birth and her insurance number and blah blah blah. So if you and do you have a written form that you are allowed to take care of the business of your mother. And so then this all perfectly taking care and then you have to send another SMS with the code and they send it back and then you are allowed to take care of this stuff your mother and then it goes along again. So the first part of you OK.
0:19:26.50 --> 0:19:26.430
tom
Yes.
0:19:31.330 --> 0:19:31.900
tom
Exactly.
0:19:21.40 --> 0:19:33.830
Steve Tomkinson
Yeah, yeah. And that's and that's very multi channel because you're doing the response in real time you know. So there there you'll follow in the link to the SMS, they know you are because you've got the phone, you know and everything else.
0:19:32.620 --> 0:19:35.800
tom
Identification, blah, blah, blah, whatever. Yeah.
0:19:34.780 --> 0:19:37.110
Steve Tomkinson
Yeah, yeah, yeah. Well.
0:19:36.490 --> 0:19:38.440
tom
But if you tell you if it is really elegant.
0:19:43.190 --> 0:19:43.510
tom
Yes.
0:19:38.930 --> 0:19:52.180
Steve Tomkinson
Yeah, that sounds really cool. And and it works well, doesn't it? Because yeah, we do have that limitation with the the most elderly or the oldest in all generations at the moment that have.
0:19:53.190 --> 0:20:0.100
Steve Tomkinson
Just to have difficulty using technology and but also even use even using.
0:20:0.160 --> 0:20:0.520
Steve Tomkinson
Didn't.
0:20:0.150 --> 0:20:1.150
tom
What do you know now?
0:20:3.770 --> 0:20:4.160
tom
Well.
0:20:8.650 --> 0:20:11.50
tom
You mean you mean smartphones? You mean smart?
0:20:13.430 --> 0:20:14.60
tom
OK.
0:20:18.50 --> 0:20:18.400
tom
Umm.
0:20:20.630 --> 0:20:21.670
tom
Yeah, yeah.
0:20:25.600 --> 0:20:26.70
tom
Yeah.
0:20:1.580 --> 0:20:28.290
Steve Tomkinson
But even using the phone, you know the there is still a challenge in some regard using the phone. Sometimes you know for them. No, just at just even the phone. Just a bit of afraid of it. Not sure what they're gonna do. So of course, like you said, family or a carer would then step in so that multi layered thing of going just as long as you've got permission go through that permission process. It's very smart.
0:20:27.30 --> 0:20:32.500
tom
You mean here also the the the multi channel solution would really be some added value again.
0:20:34.320 --> 0:20:34.980
tom
Very interesting.
0:20:38.790 --> 0:20:40.140
tom
What did you do? What did they do?
0:20:44.830 --> 0:20:45.880
tom
Yeah. OK.
0:20:49.240 --> 0:20:49.630
tom
OK.
0:20:56.580 --> 0:20:56.890
tom
Umm.
0:20:32.820 --> 0:20:58.990
Steve Tomkinson
Yeah, yeah. I mean, we're actually working with a client called Inclusion London and they're very they're, they're disability charity. So they they work with people with disabilities to make sure that they get get entitlements and things like that. So they work with those that with them. And most of the people that work there have got disabilities of some sort. And because, you know, that's how that charity works as well.
0:20:59.590 --> 0:21:0.0
tom
Mm-hmm.
0:21:6.180 --> 0:21:7.900
tom
Yeah, of course. Very natural.
0:21:0.330 --> 0:21:12.180
Steve Tomkinson
But again, they're talking to us about voice, because the voice is a very inclusive way of people interacting. So if you've got a physical disability, you can't use the phone in the same way if you can't.
0:21:13.360 --> 0:21:36.930
Steve Tomkinson
Yeah, if you're blind, you know, again, voice and and sound to are much better. So you know, the voice doesn't really powerful thing for them. And and this is the next stage of the project that we're looking to do for them. And I think that inclusivity across the board even with our languages and our society where we've got such multi national.
0:21:41.460 --> 0:21:41.780
tom
Yeah.
0:21:45.370 --> 0:21:47.0
tom
Multicultural. Yeah, yeah.
0:21:55.740 --> 0:21:58.90
tom
And same here same here yeah.
0:21:39.750 --> 0:22:2.300
Steve Tomkinson
Uh, populations. You know where we may have a whole sector or city that speak Urdu or something like that? Yeah, we have so many different people and such a breadth that it means that they can access services where they wouldn't normally have access to services, you know. Yeah. Yeah. And I think that's hugely valuable, really does work.
0:22:2.20 --> 0:22:5.830
tom
Giggling with voice, particularly with voice, because let's face it, people from.
0:22:10.50 --> 0:22:10.770
Steve Tomkinson
Morocco, yeah.
0:22:13.260 --> 0:22:13.580
Steve Tomkinson
Yeah.
0:22:7.410 --> 0:22:19.580
tom
Morocco, Morocco, you say? Morocco, Morocco or people love Morocco or people who Syria. I mean the, of course. They're they're your children. They talk perfectly. Dutch and English also, for that matter.
0:22:19.420 --> 0:22:19.790
Steve Tomkinson
Yeah.
0:22:23.610 --> 0:22:24.270
Steve Tomkinson
Yeah, of course.
0:22:27.580 --> 0:22:27.900
Steve Tomkinson
Yeah.
0:22:28.590 --> 0:22:29.180
Steve Tomkinson
Yeah.
0:22:19.990 --> 0:22:31.540
tom
How did the the their parents are still in their native tongue and to make to make services available for them in their own language is a is a tremendous added value?
0:22:31.920 --> 0:22:33.890
Steve Tomkinson
Yeah. Yeah, that's right. And it.
0:22:32.990 --> 0:22:35.300
tom
Think about healthcare. Think about healthcare only.
0:22:43.640 --> 0:22:44.220
tom
Yeah.
0:22:46.110 --> 0:22:46.480
tom
Yes.
0:22:35.360 --> 0:22:48.850
Steve Tomkinson
Uh, well, and that's usually this bit and you know, health care is the primary requirement. You know, they can manage with most other things, but Healthcare is is the bit that has to happen, you know, because you are talking life and death in these scenarios.
0:22:48.600 --> 0:22:51.50
tom
And also also for instance public information.
0:22:51.770 --> 0:22:52.90
Steve Tomkinson
Yeah.
0:22:56.230 --> 0:22:57.360
Steve Tomkinson
Yeah, yeah, yeah.
0:23:4.600 --> 0:23:4.950
Steve Tomkinson
Yeah.
0:22:52.130 --> 0:23:5.180
tom
You know, information about rules and and and laws and stuff to be able to get that in your own language when you're when you're not used to talk English, when you're living in any but you don't. Not used to talking because you have another.
0:23:5.990 --> 0:23:8.610
tom
It is, of course it tremendous and.
0:23:9.820 --> 0:23:10.120
tom
And.
0:23:9.170 --> 0:23:26.350
Steve Tomkinson
Yeah, and it makes such a difference. I I mean, The thing is, it's not, you know, it's not the you're just trying to guide through people through the process, you know. But if they can't find that out, they can't read read it because they don't read our language. You know, then that's a challenge. You know it you need to be able to speak to them.
0:23:40.330 --> 0:23:40.600
Steve Tomkinson
Yeah.
0:23:26.700 --> 0:23:46.340
tom
And here also a multi channel solution would be a real good added value. I mean healthcare people of a foreign country, we have to make having to make an appointment with the hospital here you have the speech again you have all kinds of dynamics that could work very well in this respect.
0:23:58.410 --> 0:23:58.740
tom
Yeah.
0:23:59.930 --> 0:24:0.370
tom
Yeah.
0:24:3.930 --> 0:24:4.350
tom
Yep.
0:24:6.810 --> 0:24:7.200
tom
Yep.
0:24:8.690 --> 0:24:8.950
tom
So.
0:24:11.720 --> 0:24:12.370
tom
Exactly.
0:23:46.760 --> 0:24:17.830
Steve Tomkinson
Yeah, because The thing is, the process is the same. It doesn't matter whether you're making healthcare appointments, you just make an appointment to have your haircut. Uh, you know, because it doesn't matter. The process is always the same. When can you come out? You know I can't do tomorrow. I can do Friday. You know, that whole dialogue is exactly the same once you get past the what is the appointment for? And that's a bit more post spoke, you know, but everything else is just. Well, when do you want it? And and that then can be multilingual quite easily and quite quickly because it's very prescriptive in its own right.
0:24:18.170 --> 0:24:18.480
Steve Tomkinson
You know.
0:24:18.330 --> 0:24:24.0
tom
Yes, because we for our, for our listeners, we are working with Google Cloud as our.
0:24:29.730 --> 0:24:30.240
Steve Tomkinson
Yeah.
0:24:36.200 --> 0:24:36.450
Steve Tomkinson
Yeah.
0:24:37.810 --> 0:24:38.180
Steve Tomkinson
No.
0:24:24.380 --> 0:24:41.450
tom
And as our tool to transform spoken language into written language and for your information, you already know that the translations work already pretty well. Of course not waterproof at all, but enough to be able to make an appointment in another language.
0:24:46.550 --> 0:24:47.990
tom
Native speaking, yeah.
0:24:50.220 --> 0:24:50.570
tom
No.
0:24:40.760 --> 0:24:52.370
Steve Tomkinson
Yeah. Well, and it's about communication rather than being specifically accurate on dialogue and tents and yeah, and absolutely, that's not what we're talking about. You know, you're never gonna replace that.
0:24:52.710 --> 0:24:52.990
tom
No.
0:24:53.700 --> 0:25:9.270
Steve Tomkinson
OK. Well look, I will hope that everybody found that interesting. I mean multi channel is a really important part of any solution now and you know we're working a lot with this and it it makes such sense to do it and consider it as part of the overall strategy.
0:25:9.840 --> 0:25:10.280
Steve Tomkinson
Umm.
0:25:17.210 --> 0:25:17.590
Steve Tomkinson
Uh, yeah.
0:25:27.290 --> 0:25:27.640
Steve Tomkinson
Yeah.
0:25:30.880 --> 0:25:31.320
Steve Tomkinson
Yeah.
0:25:37.70 --> 0:25:38.640
Steve Tomkinson
Yeah. Amazing. Yeah.
0:25:9.890 --> 0:25:39.690
tom
Well, to be honest with you, Steve, I the other day I was talking to one of my friends who is a System Administrator, one of the biggest hospitals in Netherlands. And we were talking about automation and multi channel and he is an System Administrator. So he knows what he's talking about. He knows the solutions of because we talk frequently. But his colleagues in the hospital itself, they don't know even half of it and they're always very sort of fascinated about the technical possibilities we're able to provide them today. But still, there is no no dining.
0:25:40.270 --> 0:25:40.860
tom
Come on.
0:25:40.360 --> 0:25:58.670
Steve Tomkinson
Now you wait. It is difficult and sometimes we take it for granted that where people understand what we're talking about and and that's and it is a, it is a thing. But as soon as you get your head around the possibility, then you go actually that would work really well. We could do that. We could apply that to ex process or whatever it might be.
0:25:57.280 --> 0:26:0.230
tom
It would. It would be such an added value.
0:26:0.530 --> 0:26:3.920
Steve Tomkinson
Yeah, yeah, absolutely. Absolutely. Well, like, thank you.
0:26:2.970 --> 0:26:6.170
tom
And we would take so many automation for people sense. Yeah. OK, yeah.
0:26:8.430 --> 0:26:9.80
tom
You too.
0:26:5.450 --> 0:26:13.880
Steve Tomkinson
Yeah, absolutely. Well, like, thanks for your time there, Tom. I really appreciate it. And I hope everybody enjoyed it and I'll speak to you next time.
0:26:14.120 --> 0:26:18.870
tom
My boy thought it was an interesting little talk, to be honest with you, yeah.
0:26:16.940 --> 0:26:20.310
Steve Tomkinson
Yeah, I was. Yeah. Well, I I hope everybody thinks so.
0:26:20.450 --> 0:26:21.430
tom
Oh my God.
0:26:27.250 --> 0:26:28.610
Steve Tomkinson
Yeah, absolutely.
0:26:23.210 --> 0:26:36.680
tom
Well, we're just, we're just enthusiastic and motivated and think, think about it. Think about it because multi channel solutions is actually something you might be very helpful with whatever.
0:26:39.920 --> 0:26:40.250
tom
OK.
0:26:37.20 --> 0:26:43.200
Steve Tomkinson
Yeah, yeah, absolutely. Alright. Well thanks everybody. Speak to you soon. Cheers then. Bye bye.
0:26:41.980 --> 0:26:43.270
tom
Bye bye Ciao.