How AI, Machine Learning and other ‘Data Smart’ Technologies are Transforming the Customer Experience

Dan BognarSenior Vice President, Asia PacificSolutions Engineering, Cloud Sales, Industries and Innovation

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Technology revolutions: accelerating the pace of changeConverging tech means a new age of discontinuity

Technology revolutions: accelerating the pace of changeThe beginnings of Artificial Intelligence

A.I. MythologyBig A.I. is still science fiction

Little bits of intelligence, that take the friction out of the everyday

What is Little AI?

Embedded Intelligence

Amazon RecommendationsAmazon 1-Click

Little AI

Apple WatchGoogle Mail, Calendar, Maps

Little AI

What will the future look like?

Technology will improve productivity

What will the future look like?

Mobility

Connectivity

Speed of change

Intelligence

Productivity

Mobile devices will remain a vital hub…

What will the future look like?

…at the center of an increasingly monitored life

What will the future look like?

New User Interfaces

Augmented Reality

New User Interfaces Pokemon Go

Google Glass

Haptic (Tactile) Reality

New User Interfaces

Turn vibratory information into visual

or audible information

Brain Control

New User Interfaces

The neural control of machines

The Future of Customer Service

Gartner predicts that by 2018 a full 30 percent of our

interactions with technology will be through

“conversations” with smart machines.

Source: https://www.gartner.com/doc/3026618/cool-vendors-smart-machines-Cited: Venture Beat / What we learned from bots, before they were cool / 06.25.16

Changing Customer Preferences

• 51% of customers want 24/7 access for customer service related issues

• 46% of customers prefer sending Messages rather than Email

• 49% of customers prefer sending Messages rather than placing a Phone Call

Source: Bots revolution: the rise of chatbots, October 16, 2016

The Future of Customer Service

”The future of customer service is making it easy for consumers to go through the medium they want, have an experience that respects their time and have issues resolved quickly, ideally

without involving a human at all (via intelligent software).”

- “Bots, Messenger and the future of customer service”, Techrunch, May 2016

Make Service Convenient with Conversational Messaging

Unlock the messaging channel for your contact center with two-way messaging support

Deliver messaging support on SMS and Facebook Messenger today - easily support additional messaging apps in the future

Drive agent productivity with bots to automate data gathering and answer simple FAQs

Reduce cost per transaction and call volume

Provide personalized service via mobile messaging

Source: GearsCRM

cost savings vs. voice

25% to 50%

SMS Facebook Messenger

Hi Katie, I'm Adi, your personal

support bot.

Hi Katie, I'm Adi, your personal

support bot.

Select an option below or type

in your question.

Hi Katie, I'm Adi, your personal

support bot.

Select an option below or type

in your question.

Adidas Catalogue

Customer service

Find a store

Hi Katie, I'm Adi, your personal

support bot.

Select an option below or type

in your question.

Adidas Catalogue

Customer service

Find a store

Select an option below or type

in your question.

Adidas Catalogue

Customer service

Find a store

Customer Service

Adidas Catalogue

Customer service

Find a store

Customer Service

Great! I can help you with that!

Adidas Catalogue

Customer service

Find a store

Customer Service

Great! I can help you with that!

Here are some options you can

choose.

Customer Service

Great! I can help you with that!

Here are some options you can

choose.

Check order status

Return a product

Customer Service

Great! I can help you with that!

Here are some options you can

choose.

Check order status

Return a product

Return a product

Great! I can help you with that!

Here are some options you can

choose.

Check order status

Return a product

Return a product

Here are some options you can

choose.

Check order status

Return a product

Ok got it. Which product do

you want to return ?

Return a product

Ok got it. Which product do

you want to return?

Return a product

Ok got it. Which product do

you want to return?

EQT Racing 91/16 Shoes

Ok got it. Which product do

you want to return?

EQT Racing 91/16 Shoes

Ok, got it.

Just mailed you the labels to

return your shoes.

Once returned, I’ll credit $120

on your credit card ending by

**** 0260.

Is there anything else I can help

you with?

No

Great! Glad we’re able to help

with your issue!

Is there anything else I can help

you with?

No

Great! Glad we’re able to help

with your issue!

And thank you for being a loyal

customer. Here is a special

promo just for you!

Great! Glad we’re able to help

with your issue!

And thank you for being a loyal

customer. Here is a special

promo just for you!

Make Agents Smarter with AI-powered Insights & Predictions

Resolve issues faster by predicting case fields and recommending

Uncover customer product issues using image insights

Speed up inventory management in the field using image insights

Discover customer issues, identify churn risks and prevent attrition at scale with intelligence

Every agent is your best agent with machine learning

agree AI will revolutionize customer interactions

79%

Source: Accenture, “Technology Vision 2017”

Brand: Coca-Cola

Object: Bottles

Object: Refrigerator

Object: Cans

Scene: Store

The Top Benefits of AI for Service

Agent Experience

Customer Experience

Customer Lifecycle

Increased CSATHigher deflectionFaster resolutionFaster responses

Reduced churn ratesHigher average revenueHigher conversion rates

Fewer customer interactionsFewer reopened casesFewer SLA violationsFewer escalations

What does this mean for work and human life?

“…not just number of jobs lost to more efficient machines, but automation may prevent the economy from creating enough new jobs…automation is beginning to move in and eliminate service and office jobs too”

The Automation Jobless

“…not just number of jobs lost to more efficient machines, but automation may prevent the economy from creating enough new jobs…automation is beginning to move in and eliminate service and office jobs too”

The Automation Jobless

- February 24, 1961

Industries and jobs will always evolve

Source: U.S. Bureau of Labor Statistics, Sep 2016

While few occupations are fully automatable, 60% of all occupations have at least 30% technically automatable activities

Source: McKinsey Global Institute, January 2017

Three categories of work activities have significantly higher technical automation potential

Source: McKinsey Global Institute, January 2017

The most important skill:

How to learn (and relearn)

“The illiterate of the 21st Century will

not be those who cannot read and

write, but those who cannot learn,

unlearn, and relearn”

— Alvin Toffler

Thank Y u