Tom and Steve discuss the challenges around scaling up to deal with product recalls and automating the inbound and outbound calls or multichannel responses?
With time sensitive recalls that can be public health issues, we talk about how automating this can be scaled instantly from a passive service and triggered when needed.
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 ;-)
Tom and Steve discuss the challenges around scaling up to deal with product recalls and automating the inbound and outbound calls or multichannel responses?
With time sensitive recalls that can be public health issues, we talk about how automating this can be scaled instantly from a passive service and triggered when needed.
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 ;-)
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Steve Tomkinson
Hello everybody and welcome to another edition of disruption works chit chat with Tom and Steve. How you doing, Tom? How are you today?
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tom
I'm fine, Steve. Thank you. How are you?
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Steve Tomkinson
Yeah, not so bad. Not so bad. I'm starting to build me distance up. You do a bit of running on the old on the side, don't you? Do you just still still run time?
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tom
Like actually picked it up for not so long ago. Seriously again. And it had all to do with.
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Steve Tomkinson
Ohh yeah.
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Steve Tomkinson
Ohh okay.
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tom
And sort of break I had with in my personal life with the taking your little little pause with would running, but also of course with with the stupid winters here. So I actually for your information and I today at my times are you your time but said the European time I was running from from 12:15 until 2:00 o'clock in the dunes here with my dog. So that's what like yeah.
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Steve Tomkinson
Really. Wow.
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Steve Tomkinson
Ohh cool.
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Steve Tomkinson
Yeah, yeah.
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tom
So no, so about 1313 kilometres and and that's and that's easy. Yeah, and not too fast. That's going nicely.
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Steve Tomkinson
No, just just jogging along, isn't it?
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tom
Exactly. Yeah, yeah.
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Steve Tomkinson
Yeah, well.
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tom
Yeah, you had problem. Your answering. Yeah, yeah.
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tom
It was good.
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tom
Yeah.
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tom
It's good.
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tom
Okay.
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Steve Tomkinson
I'm trying to build mine up cause I did not hamstring. So yeah just chilling. So I've done. Yeah, yeah. But it's it's good now. I've got this sign off. So I'm 12K. This weekend is mid plan to keep the keep the distance going up so 12141618 and I've got 1/2 marathon coming up so we'll see.
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tom
Ohh, that's good, that's good. That's good.
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Steve Tomkinson
The iOS say.
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Steve Tomkinson
Yeah.
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tom
No, but I mean I'm. I I have. I have started to run again. So I I'm now trying to not every other day but one day running two days balls one day running two day polls to begin with and then I'll I'll win in within two weeks I will probably change that to each and every other of every other day running the distance and then.
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tom
And once with the dog and once without the dog because the dog wants to sniff all places and then.
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Steve Tomkinson
That's the problem with it.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
That's right.
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tom
And then you'll standstill again. You run a little bit and you still again and it's much that's also OK. It's also good training by the way, but it's also of course interesting to not have to take account for the dog that needs to stifle all the flowers and all the stuff that's around.
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Steve Tomkinson
Get get dragged into the junes.
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Steve Tomkinson
Get a.
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tom
Exactly. Exactly. No. She's she's very she's very curious. And so we run like for 25 metres and then stop again and then we run stop again.
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tom
Yeah.
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tom
Hmm.
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Steve Tomkinson
Yeah, so ohh well to the podcast. I suppose we've talked about a few years cases and things, but I yeah, I wanted to cover something. That's.
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Steve Tomkinson
No, everybody's horizon, but product recalls.
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Steve Tomkinson
Uh, which is a, which is a big process in the background of most consumer businesses.
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Steve Tomkinson
Um, be looking around at use cases for product recall, and there's a lot of automation in the process or people are trying to, but there's also a serious amount of phone calling. Emailing following up on emails, phone up on a recall where we haven't had it all, that type of stuff. So lots of process that needs to be scaled kind of very quickly because these are never planned for things cause it's a it's an incident. But also then you have to have some.
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Steve Tomkinson
Kind of.
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Steve Tomkinson
Process. That's that you can scale on demand, which is as we all know, it's really tricky at the moment.
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Steve Tomkinson
So I was looking at one case study of some guys in in the States and Dev 750 product recalls a year.
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Steve Tomkinson
That's like.
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tom
750.
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Steve Tomkinson
Yeah. Yeah. So they have 750 items. They have to recall from their consumers. We Can you imagine how much work that is? That is just horrendous. I mean they are food related. So it's quite.
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tom
Yeah, of course.
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Steve Tomkinson
It's quite urgent as well, you know. So food's gonna always be a problem because it's, you know, there's there's there's a health, health and safety issue.
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tom
Yeah.
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Steve Tomkinson
Um, but but the principles that used that.
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Steve Tomkinson
That are currently the case is that you have a contact centre that's kind of ready to go, so you have this ongoing contract where you might or might not need it and you know you're scale it when you need it. And of course you know you have 50,000 products out there that you need to get recalled. That's a lot of people you need to go through that data and contact those people. You know, it's crazy mad.
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tom
Yeah.
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Steve Tomkinson
So the obvious thing is to have something that can scale on demand and and doing the multi channel thing that we talked about last time and having a voice, but that just does the work for you and really, truly automates that conversation just seems like the right choice you know.
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tom
Exactly.
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Steve Tomkinson
I mean, we've done her quite a lot in identification and stuff like that and making sure we're talking to the right people and that's not really a problem, but product or identifications are tricky. 1, isn't it, you know.
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tom
Yeah, I mean.
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Steve Tomkinson
Yeah.
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tom
Imagine that you are dealing with a broad variety of products. Could be anything, even think about clothing. For instance you have you have such a variety of products in.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
There are so many items and how to how to separate one item from the other one by speech is of course difficult, especially when people start to sort of describe the problem. You knew the blue jeans with you know blah blah. It gets very hard for the for the voice bought. You understand exactly what kind of items is all about. But then again we know that items that you buy over the Internet have a product code or they have.
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Steve Tomkinson
Yeah.
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tom
No article code or a registration code. Something is always there, which is very very easy to use and for your information and for our listeners, this is something which is really fantastic actually because.
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Steve Tomkinson
Right.
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tom
Quite some time ago we had an issue with number recognition when it when it comes to speech recognition, number recognition was always the delicate you know.
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tom
2345 and sometimes the machine mixed it up, and of course then you have a problem. But today, because we use the incredible competence of the API machines in the cloud.
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tom
The even the elf in the miracle number recognition is.
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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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Steve Tomkinson
Yeah.
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tom
Almost 100% solid so and and you can even do a double cheque. I mean if you would ask for it alphanumerical number and you would you would say something like okay. This is about the Levi's blue jeans, right? And if you get a no, then you can always have a sort of intelligent follback error handling that that, that that picks up the situation without losing the caller. But yeah. So.
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Steve Tomkinson
Yeah.
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tom
Yes, we could do a great job with speech recognition here as well because this not alphanumerical number understanding is so incredibly accurate today.
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tom
And there's already given you. Yeah, yeah.
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Steve Tomkinson
Yeah, yeah, yeah, I suppose we can still do the matches on on a product item. And of course, if we're going outbound, then we know what the product is. So the description, the product is something that's transcripted out. Yeah, it's, it's, it's easy enough.
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tom
Yeah.
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Steve Tomkinson
It's it's the inbound called, but I suppose if the inbound.
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tom
Yes, yes.
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Steve Tomkinson
And when we're managing that, then again, they're reasonably informed because they are phoning about something, so they know what it's about as well, you know, um. And and if we're dealing with categories of. Yeah.
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Steve Tomkinson
Yeah.
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tom
And people have the data as well. You know they will have the data as well because when you get the package sent to your home, there's always some kind of data included, right?
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tom
Yes.
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Steve Tomkinson
Yeah. Yeah, that's right. And then now it's all data received as far as emails concerned and all that type of stuff anyway.
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tom
And I don't know, Steve, if I may say so, but I'm I mean if you order something from the Internet.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
Um online. There's always some kind of dating you need to provide, and either your e-mail address or your phone number or something like that. And then it's also very elegant to use in these processes because we when we have a phone number and we have a an earlier data set, then we can of course.
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tom
Refer to you.
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Steve Tomkinson
Yeah, and and and of course communicate vitamin as well. So if we need any sort of verification or anything like that, then you can do the multi channel, send them an e-mail. So just follow the link. I'm just about to send you an e-mail.
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tom
Exactly. Exactly. Yeah.
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Steve Tomkinson
Something so all that kind of what does quite well.
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Steve Tomkinson
And in that regard, and I spoke, and I suppose in addition to that.
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Steve Tomkinson
We've actually got quite a nice.
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Steve Tomkinson
Scaled option there where.
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Steve Tomkinson
Really, you're just feeding the bot data to go and do this job. You know you've got.
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tom
Hmm.
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Steve Tomkinson
40,000 records of consumers that have bought these products, you know, loyalty data, bits like that are all pretty amazing now. So you know, if you've you've got those little bits of data that are then useful for the customer to then get notified that we saw you bought this and it we want to recall it.
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Steve Tomkinson
Then that's.
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tom
Exactly.
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Steve Tomkinson
Clients perspective, especially in in like the Food Standards area. Then you can demonstrate that you can react really quickly to anything that's a health scare or anything that's much more.
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Steve Tomkinson
You know, you know, time sensitive, you know, but you can't do any other way.
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tom
Yeah, I totally agree with you. What? What strikes me most is that when we're talking about solutions in this in this particular area, so it's been.
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tom
Does it limitations are not on the front and or not on the side of the voice?
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Steve Tomkinson
No.
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tom
And there's nothing decided the speech recognition limitations often are on the side of the data structure of the customer.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
So for business customers, so the business customer has a certain infrastructure and they have their processes. And what strikes me each and every time again it's not not that long ago I had a the phone call with a potential customer who is who is setting up a European car lease system.
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Steve Tomkinson
Ohh yeah.
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tom
And.
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tom
So they wanted to do something with voice recognition. And I said, well, that of course that's great because if you wanna rent a car or hire a car or whatever and you need, suddenly you have some problems that you need to report some problems.
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Steve Tomkinson
Yeah, yeah.
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Steve Tomkinson
Yeah.
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tom
It's suited for speech recognition perfectly. So then I said well then of course we need to have access to your client database and he told me, well, we haven't got, we haven't come to a right structure of our client database to begin with.
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tom
And I said, well, if you don't have a really good back end structure and and an infrastructure on your on your client database, of course we cannot start with speech recognition is imposs.
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Steve Tomkinson
Yeah, yeah.
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tom
Because she we need the data.
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Steve Tomkinson
Well, you can't really do it with a human.
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Steve Tomkinson
If you haven't got the data.
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Steve Tomkinson
Yes.
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tom
Exactly. Okay you can talk. You can talk a lot and maybe you can try to find love, but you will be very expensive goals.
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tom
Yeah.
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tom
Yeah.
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Steve Tomkinson
Yeah, take a while. Take a while. It sounds like that sounds like a an inspector clueso type of arrangement. It's gonna take you some time to sort that out.
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Steve Tomkinson
Yeah. Well, I, well, yeah, I'd already mean.
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tom
Yeah, if you know, I mean for them in, in their goal centre in their cool centre, it was like average goal was like 32 minutes.
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Steve Tomkinson
Wow.
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tom
And is it? Well, that's that's really a waste of space and time.
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Steve Tomkinson
Yeah, that's a lot. Neh 32 minutes.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah, yeah.
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tom
Yeah, because very expensive. And I mean if if you if you know that you have to pay like €580 per month to lease this car and it's not even a big car, then I think well, that's also realistic money, isn't it?
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Steve Tomkinson
Yeah. Jesus, that's.
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tom
And then part of that money goes into goal, said we guys because they have to, you have to, you have to spend 32 minutes on your call. Yeah, that's it. And if you know then that.
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Steve Tomkinson
Well, that's because, and that's because they're all in Inspector Clouseau's as well.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
Yeah, and and do not. Let's not forget that and Everage Western European coal handled by coal centre is about between 5:00 and 5:00, EUR 20 a minute.
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tom
Ohh.
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tom
That's a lot of money, yeah.
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Steve Tomkinson
Wow. Wow, that's a less a lot of money. Just straight out the door that's off the bottom line. That's just that's wasted money, isn't it?
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tom
Isn't it? Of course.
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Steve Tomkinson
Yeah, crazy. Well, I suppose.
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Steve Tomkinson
Yeah, the data has to be right, but I, but I feel that once you've most retailers now are pretty on that and especially the online retailers and but even.
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Steve Tomkinson
Even with the.
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Steve Tomkinson
High St retailers, they tend to be very well structured as far as their day is concerned and even digitise it, you know. So I'm getting asked now pretty much every time I buy something in a shop. Do you want your you want your receipt e-mail to you you know because they want to start nurturing data on me, you know? And and it's convenient for me as well.
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Steve Tomkinson
Yeah.
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tom
Yeah. Let me be a little bit provocative. So let me ask you, just between us, let me ask you where does voice recognition bring the added value in this context?
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tom
That's for sure.
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tom
Well.
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Steve Tomkinson
Well, it's uh, time, isn't that? Surely scalability is going to be massive, you know, cause you you've got it, you cause you can't get the people without paying an absolute fortune for the people we just found out how much they're they are. But also it's not just that it's the customer experience you know. Because if you can do if you can you've got a product recall if you've got a hang on the phone to try and sort it out you're going to be properly annoyed at the fact that you've.
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tom
Or you're putting in waiting queue because all the people are busy at the moment and you have to wait and wait and wait until you get someone on the phone.
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Steve Tomkinson
Ohh. Joking. That's the that's the that's the big benefit.
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tom
Yeah, but here you already you already point out three. Three really good reasons why speech recognition would be an added value in that context, and that's something I think we need to point out more because.
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tom
You you bring up a very good, very good idiom, and you you talk about product recall. OK, perfectly. OK.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
We we are, we are. We are working together with speech recognition and we're trying to to to inform our public about the the the advantages and the possibilities and the potential of speech. But again and again, I'm trying to emphasise.
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tom
The working with speech recognition truly brings an added value. For instance, what? You just what you just brought up.
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tom
Customer satisfaction.
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Steve Tomkinson
Yeah.
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tom
And.
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tom
Working with voice, very easy to do.
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tom
And keeping a a high level and high level customer service to begin with.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom
And addressing people in in, in, in, in the channel, they know best speech easy.
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Steve Tomkinson
Yeah.
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tom
Ohh.
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Steve Tomkinson
Ohh no, you're absolutely right. And and I think the well we're using bots just for that. You know just for MPs.
0:15:55.280 --> 0:16:2.870
Steve Tomkinson
I'm scores and things like that because the customer experience is massively important. You know, two understand what that.
0:16:3.20 --> 0:16:3.610
Steve Tomkinson
And.
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Steve Tomkinson
You know what benefit that asked to your business? It's gotta be there. The thing is, what you're doing. What? You. Yeah.
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Steve Tomkinson
Ohh yeah.
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tom
Perceived perceived as yeah, perceived customer services. Even more important, I mean the if the customer feels that he's really, yeah.
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tom
Exactly.
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tom
Exactly.
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Steve Tomkinson
The product recall is a negative. It's a negative journey, but if you can make it a nice and easy positive journey, but you know most of the product recalls, what happens is that they go right. This is what we're going to do. We're gonna. We've gotta get all this stuff back and we're gonna give that person a 10% off voucher and a refund for their item, you know, or whatever it may be. You know, some sort of voucher say.
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Steve Tomkinson
She can do that, but also that it hasn't been difficult for them to do it and they haven't given up in the process. So they've done ended up with those pair of jeans they didn't want and they've just gone well. I tried to resend them back, but it was so complicated and I I gave up.
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tom
Hmm.
0:17:23.530 --> 0:17:23.900
tom
Hmm.
0:16:57.0 --> 0:17:26.350
Steve Tomkinson
And they were going to give me 10% and me money back, but that it was just all too painful. But if you, but if the it's then dealt with properly, you then have the conversation which goes do you know what don't that company. I bought those jeans from they had a bit of a the seams were going on the sides but do you know they took it straight back off me they gave me a £10 voucher and yeah no I bought another pair. Ohh definitely you know cause and do you know the great.
0:17:27.110 --> 0:17:28.470
Steve Tomkinson
Totally different.
0:17:26.810 --> 0:17:35.30
tom
And they were very friendly and they were very, very, very serious minded. And I was held directly. It didn't have to wait in the waiting queue and I got the service I needed right away.
0:17:36.190 --> 0:17:36.540
tom
Ohh.
0:17:35.410 --> 0:17:41.550
Steve Tomkinson
Yeah. Do you know what the the the best example I had to that was. So I had Alexis and.
0:17:49.720 --> 0:17:50.100
tom
Yeah.
0:17:42.410 --> 0:17:55.600
Steve Tomkinson
And Toyota would very obviously Lexus's Toyota luxury branding and um and they were slated for doing lots of recalls. But tell you what they're like 1.
0:17:56.80 --> 0:18:5.580
Steve Tomkinson
When I I had to recall on my Lexus. It was just a part I didn't know. They got old to me, they said we've got something we need to do on your car. It's a.
0:18:18.570 --> 0:18:18.890
tom
Yeah.
0:18:6.440 --> 0:18:34.190
Steve Tomkinson
It was something to do with the transmission. Nothing too extraordinary. But it was something they said. No, we found a fault with it. We want to change it. So can we. Book it in. Booked it in with them all this just to process. Booked it all, then went in, sorted out. They did a valet on the car. It was all lovely and shiny. Gave it back to me. And I thought that's fantastic because it was just dealt with. It was super easy to do it would. They'd done it professionally.
0:18:34.850 --> 0:18:46.60
Steve Tomkinson
I didn't know there was problem, it wasn't affecting me. It wasn't affecting my driving, but they knew that it was on its way out. So that whole, the fact that was a fault, something wrong with the car, which is a real negative.
0:18:46.600 --> 0:18:49.240
tom
Hmm, well, starting to a positive.
0:18:49.940 --> 0:18:50.670
tom
Yeah.
0:18:52.590 --> 0:18:52.930
tom
Yep.
0:18:54.650 --> 0:18:55.70
tom
Yeah.
0:18:47.740 --> 0:19:0.50
Steve Tomkinson
Was sent into a total positive because I went there looking after me because they've changed it before it went wrong. They've it was dead easy to do. They booked me in when it was convenient for me, not for them.
0:19:0.820 --> 0:19:14.480
Steve Tomkinson
And just want. There you go. I gave me a full proper courtesy car. Nice version of the car I had. You know. So it was all nice. So it didn't inconvenience me at all. In fact, do you know what they did?
0:19:15.160 --> 0:19:20.260
Steve Tomkinson
They came and collected the car and took it away, gave me another one, brought the car back, took the other car away.
0:19:21.40 --> 0:19:22.140
tom
No, that perfect.
0:19:21.820 --> 0:19:25.940
Steve Tomkinson
So it didn't make any difference to me at all. I was still driving around in Alexis.
0:19:25.600 --> 0:19:34.50
tom
No. What did the very the very, very composition you just used a negative situation turned into something very positive.
0:19:34.940 --> 0:19:36.560
tom
And that's the whole thing.
0:19:39.950 --> 0:19:40.320
tom
Yeah.
0:19:34.540 --> 0:19:52.910
Steve Tomkinson
Yeah, which which recalls can be so bad. You know there can be so so bad. And if you've got any sort of scare and there's any sort of like with a dimensioned earlier, just like health scare stuff cause it's food related running that stuff you need to be on that you need to be there and need to be going. We have this, this is what it is.
0:19:53.290 --> 0:20:5.340
Steve Tomkinson
Did that, but we want to just get it sorted out. Yeah, I'll send a return slip in a in your e-mail. Send it to us, or please destroy it and throw away. But you know.
0:20:14.880 --> 0:20:15.250
tom
No.
0:20:17.690 --> 0:20:18.30
tom
No.
0:20:6.430 --> 0:20:30.510
Steve Tomkinson
They sent us a picture back on the e-mail just to confirm it's the right product and now we'll get a voucher over to you for £10. Whatever it is, you know those things are the bits that make a difference, but scaling that is a problem. Gotta be on it. Gotta be doing it and I don't think that the systems are in place at the moment. We have some digital channels that work OK, but not everybody engages like that. Like you said, voice is the one.
0:20:38.720 --> 0:20:39.220
Steve Tomkinson
Yeah.
0:20:28.920 --> 0:20:40.720
tom
Well, I didn't know exactly. Did, did you? No, no. Digital channels is nice. But I mean, if you you would use voice, it's much more interactive. It's much more human. It's much more personal, of course.
0:20:47.980 --> 0:20:48.280
tom
Yeah.
0:20:51.250 --> 0:20:52.640
tom
Actually, yeah.
0:20:41.160 --> 0:21:8.760
Steve Tomkinson
Knock, knock. I I think it's at what you're doing is you're instantly scaling up and you're you're turning that negative to a positive. And I think that's the the, the, the real core of it. Alright. Well look, I hope that was interesting for everybody. And thanks again for listening. And next week I think we're gonna be doing or next time around we are going to be doing a a demo of the voice box so we can hear him in action live.
0:21:9.590 --> 0:21:10.810
Steve Tomkinson
On the stage.
0:21:12.50 --> 0:21:12.730
Steve Tomkinson
Talking.
0:21:10.420 --> 0:21:14.470
tom
Yeah. Yeah. We're going to show the real world the real thing.
0:21:15.380 --> 0:21:15.570
tom
Ohh.
0:21:15.670 --> 0:21:15.970
tom
Ohh.
0:21:16.40 --> 0:21:16.420
tom
Ohh.
0:21:16.840 --> 0:21:19.360
Steve Tomkinson
We'll stop talking about it and let it talk for itself.
0:21:21.680 --> 0:21:22.410
Steve Tomkinson
Chantelle.
0:21:30.920 --> 0:21:31.590
Steve Tomkinson
Yeah, yeah.
0:21:18.540 --> 0:21:37.30
tom
Yeah, exactly. Stop talking about his show and show the world or show their listeners. Yeah, that, that it's really true. I mean, we're living 2023, and speech recognition is really working. It's really reliable. Not in 20 years ago, it wasn't. But today it is. And we just need to.
0:21:37.740 --> 0:21:40.880
tom
Make sure that everybody starts understanding.
0:21:41.100 --> 0:21:46.0
Steve Tomkinson
Yeah. So we'll have our. So we'll have a guest on which won't necessarily be a human.
0:21:45.630 --> 0:21:47.440
tom
No, no. We'll leave it as a surprise.
0:21:51.70 --> 0:21:53.200
tom
Mr Guest okay. Bye bye everybody.
0:21:49.170 --> 0:21:54.40
Steve Tomkinson
Alright. Thanks again, everybody. Cheerio. Cheers, Tom. Thanks. Now bye now. Bye.