Creating Intuitive Customer Experiences Across Channels Using Big Data to Anticipate, Simplify, and Learn

23 March 2014

Susheel Zaveri

2

•  Senior Development Manager @ [24]7 Inc

•  M.Sc (Hons) Economics and B.E(Hons) Computer Science from BITS Pilani.

•  Prior to [24]7 ran a company for 5+ years.

•  Like working on new technologies and products.

•  Used Mongo DB at

•  [24]7 – Case Study to Follow

•  La Salle, Manila – for Managing entire School operations through tablet.

Global Software and Solutions Company with clients in North America, Europe, Asia & Australia & revenues of $250 M in 2012

Managing over 2.5B speech & self-service interactions, 120M online consumer, and 25M predictive interactions a year

Anticipate, Simplify and Learn from each consumer experience

The only Cloud Platform available today using big data and prediction to render customer interactions seamlessly across multiple channels: Online, Speech, Mobile, and Agents

The Intuitive Consumer Experience Company

3

[24]7 Intuitive, Predictive Experiences

Our goal: Help our customers create a

single, digital channel for sales and service

2.5B digital interactions/year

4.5TB of interaction data/week #1 CE Reducing effort across channels 50+ Patents and Patents Pending

4

Global Footprint

Delivery Centre

Guatemala City Manila (4) Managua

Hyderabad Bangalore

Engineering Centre

Client Service

5

Board of Directors

P V Kannan (PV) Co-Founder & Chief Executive Officer [24]7Customer, Inc

S Nagarajan (Nags) Co-Founder & Chief People Officer [24]7

Michael Moritz Managing Member Sequoia Capital

Ram Shriram Managing Partner Sherpalo Ventures, LLC

George Shaheen Director NetApp

The company’s Board have been among the Top 3 in the Forbes‘ Midas List. They have been involved in Google, Yahoo!, PayPal, Amazon and Kayak.

6

Creating One Digital Channel

Defining Intuitive Experiences

"  What is an intuitive experience?

•  Predictive, Personalised, and Proactive

•  Seamless and Consistent across channels

•  Drives desirable outcomes

8

One Size Doesn’t Fit All

First challenge:

Identify the customer, her unique needs, and her specific goal in the transaction

Anticipate

predict intent leverage identity

Simplify make it easy

Learn from every interaction

Second challenge:

Create a dynamic experience that uses multiple channels to get the task done, faster

Third challenge:

Continually enhance the experience for the next visit, and for every other individual customer

9

Big Data is the Key to Intuitive Experiences

Using big data and prediction to deliver more intuitive consumer experiences

Big Data Web & IVR Logs Web Journeys Transcripts Social media CRM Customer history Product mix

Surveys Switch data Agent performance Agent dispositions Agent notes

Anticipate

predict intent leverage identity

Simplify make it easy

Learn from every interaction

10

© [24]7 Inc 2012. ALL RIGHTS RESERVED / CONFIDENTIAL

Case  Study  

11

Problem Being Solved

•  Alerting

•  Monitoring

•  Debugging

*Across All Channels.

12

Mongo Foot Print

•  650 GB – And Growing Rapidly

•  Response time < 1 Second ( no optimization yet J )

•  Maintains Information about

•  Trend Information across various key business metrics

•  Personalized User Profile

13

Setup

•  Started with single Mongo node

•  Right now just handling it with one Replica Set

•  Node has been running for over 1 year, with out any problems J and any expert help.

•  Apart from this we use

•  Elastic Search and

•  MySQL

14

Mongo for Developers

•  Takes away pain of

•  Design your collections / document structure smartly.

•  Designing everything upfront ( adopts to changes as we move ahead )

•  Scaling

•  Aggregation Framework and Geo Queries are icing on the cake

•  If you need to solve business problem, Mongo is your best Buddy !!!

15

What Should I do

Install Mongo and Start using it

J

16

www.247-inc.com