Leveraging BOTs, AI & NLI around Sales and Service BOTs, AI & NLI around Sales and Service Yesh...

October 27, 2016 | Proprietary and confidential information. © Mphasis 2016

12 Questions to ask as you chart bot strategy Leveraging BOTs, AI & NLI around Sales and Service

Yesh Subramanian, SVP Digital

@ysubramanian2 (Digital Yesh)

[email protected]

OCT 27, 2016


ChatBots frequently in the news (last few days)


1. Importance of a Use Case Driven Approach

2. Mapping your initiatives to Business Value

3. 12 Questions to ask around key Considerations

4. The role of a Specialist Services partner in your strategy

5. Higher level comfort on how to chart your course

In the Next 30 minutes, I hope you walk away with 5 Things


Self-Service a key

paradigm for Digital

67% of consumers want to

get things done themselves through self-service

- Harris Poll, Aug 2014


Texting is the most engaging channel

worldwide

Email response rates are down

Phone calls feel inconvenient

Consumer Behavior has ChangedNEW WAYS OF COMMUNICATING

App-Fatigue: Discovery & engagement

challenges for Mobile Apps


Aki Ranin- Barclays


Goal: Building individualized, cost-optimized experiences

Different Types of Customers x multiple channels x products x stage in funnel

CONTACT

CENTER

DEAL

CONTACT

CENTER

PROSPECT

CONTACT

CENTER

LEAD

CONTACT

CENTER

CUSTOMER

Quick Chats to Clarify

Quick Chats to

Court

Quick Chats to Choose/

Close

Confirmations

• Going where the people are

• Bounding Conversations

• Help users Help you

• Identify Sentiments & Relate

• Deliver Next Best Action

Complex Tradeoffs

Addons, Form fills

Upsell leveraging

historyProduct

Information


What makes for good Chatbots?

Chatbots are most effective in situations where a customer is trying to resolve routine issues, complete specific tasks like placing an order, or guiding a user through a multi-step process. The benefit is the ability to “close the loop with the customer along a process, efficiently and in a delightful way,” –Gillin CEO Relay Networks

#1 Drive it with Well Defined Use Cases. Start small

They are an effective way to market to and onboard prospective customers


Enterprises <- -> Customers Verbatim

COSTLY QUESTIONS DRIVE ENTERPRISE OVERHEAD

“Where is my order?”

“How do I update my

picture?”

“I emailed you my

application, have you

received it?”

“Can you reset

my password?”

“Your credit card has expired,

can you update your new

details?”

“Your domain is about to expire,

do you want to renew it?”

“Your checks will be

delivered on Tuesday at

2.00 pm, will you be there?”

“Do you want to find out

how much insurance

coverage is right for you?”

“When will I

receive my

check?”

“How do you want to

handle the insufficient

funds in your account?”

#2 Define Targeted Use Cases (samples for Customer Service)


Text: #overdraft

To: 87487


Bots suited for Text Based InteractionsA MYRIAD OF SELF-SERVICE WORKFLOWS

Overdraft Notification

CSS & NPS

Transaction Confirmations

Statement Processing

Notification

Address Change

“Shopping Cart”

Completion Reminder

Card Renewal Confirmation

Approval Confirmation

Scheduling & Rescheduling

Incident TriageAdd-ons Order Confirmation

Initial Marketing

Offers

Application Completion

Notifications

Subsequent Targeted A/B

Offers

Quick and simple workflows/transactions directly impacting Business Value

#3 Prioritize by Time To Success & Business ValueDon’t need to be a brand new initiatives. Add-ons to existing are great!


1. Cost

2. Efficiency

3. Speed/Less Friction

4. Personalization

5. Conversion

6. Sales (Fulfillment)

7. Upsell/Cross Sell

8. CSATS/NPS

9. Loyalty

10. Flexibility

Mapping Use Cases to Business Value

3 10

Overdraft Notification

CSS & NPS

Transaction Confirmations

Statement Processing

Notification

Address Change

“Shopping Cart”

Completion Reminder

Card Renewal Confirmation

Approval Confirmation

Scheduling & Rescheduling

Incident Triage

Add-ons Order

Confirmation

Initial Marketing

Offers

Application Completion Notifications

Subsequent Targeted A/B

Offers

65 2 6

7 8 9 81 924

3

4

10


What does Self-Service 2.0 Look Like?

DESIGNED FOR THE MOBILE USER

Enterprise or consumer

initiates an automated

two-way dialog

A QUICK DEMO

A good use case is improving efficiencies of a contact center

https://drive.google.com/drive/folders/0B7Hjg3D5FyAdYzVjVUhfT3NTcWM

https://drive.google.com/drive/folders/0B7Hjg3D5FyAdYzVjVUhfT3NTcWM

https://vimeo.com/189105413/6053f3bad3


# 5 Think Business Users building rule-based workflows fast

https://vimeo.com/189105437/9adda14bb7

https://vimeo.com/189105437/9adda14bb7


PURPOSE-BUILT FOR LARGE ENTERPRISES

Platform – Built for Integrations

Cloud based platform for self-service

Designed for integrations

- .NET, JAVA, REST APIs- Connectors for ServiceNow

ServiceBot factory

Dedicated elastic sandbox

Analytics engine forbusiness insights

Connectors for SORs-ERP, CRM, HR, Service Management

Builder Tools - Designed for non-programmers

Secure, encryptedinteractions, compliance

#6 Think of need for bot factory for repeatable workflows


Omnichannel? Across all devices + platforms

s t a n d a l o n e o r e m b e d d e d i n t o yo u r a p p s

#7 Go beyond the customer. Consider the sales/service agents alsoThink about 3-way conversations: Customer, Agent, Chatbot


A broader Chatbot platform

Systems of record

Security/Controls

• End-to-End Security

• Enterprise Controls

• REST APIs

Be Human

• NLP/ Voice

• Handle hate/frustration

• Complex questions

• Graphic Composer

• Inline Cards with actions

• Menu or Conversation based

Consumer Platforms

Enterprise Platforms

A single platform to create manage and deploy enterprise chatbots

#8 Consider tradeoffs : Specialization vs Onestop for enterprise contextThink about multiple considerations


Enterprise Controls and Management

•Security• Two factor authentication

• End to end encryption

• Perfect Forward Secrecy (PFS) Technology

•Access Controls• Verifying current employee identity

• User Management

• Creating/Managing Corporate Groups

• Managing external users

•Data Controls• Remote wipe of Data.

• Audit Trail

• Control documents and attachments as per company policy

• Data Retention as per regulatory requirements

#9 Think through your security, access and data control situation


Intell igence? Integration?

Customer self service

• A personal banking bot to help you • check your accounts, • analyze spending, • find ATMs, and • apply for new loans and credit cards

• Integrate with Core Banking, Analytics, Credit Bureaus, Products Knowledgebase, Branch & ATM Directory

9

A QUICK DEMO

#10 Consider use case complexity & need for more advanced AI and Integration

https://avaamo.wistia.com/medias/24zazd703p






Next Stop: Adding Voice

Not all use cases merit the use of voice or want to take the associated risks


There are players who are pushing the Natural Language Interaction boundary further

• Enables technology to process, understand, reason and respond to

Natural Language


What Makes for a good NLI platform?

A platform that covers every angle

Delivering natural language applications requires a

platform that is scalable, multi-lingual, device

independent and seamlessly integrates with

your back-end systems.

One that’s easy to use

To avoid lengthy development timescales, escalating costs & highly complex computational

linguistics, it must also be intelligent and

automated.

Hears every conversation

Capture, interpret and use the natural language data

of every interaction of every customer across

every channel to deliver the ultimate customer

experience

The appropriate platform enables sophisticated natural language applications to be created in record time without the need for specialist linguistic skills


#11 A Platform that Provides Tools, Automation and Learning Across the Entire Solution Lifecycle


#11 cont. A Platform to Deliver Multiple NL Solutions (Broad)

IoT

Mobile Web Apps Wearables IoT AI Connected Living Robotics Bots Gaming …more!

Teneo Platform

‘Big-Data’ Conversational

Analytics


#12 Voice enabled interactionAbility to work through structured & unstructured data

http://www.artificial-solutions.com/campaigns/teneo/showcase-app-integration/

http://www.artificial-solutions.com/campaigns/teneo/showcase-app-integration/


Micro-EngagementsPower your Business with

3 Partners in order of complexity handled


HEREThe future of Ai driven Mobile Fintech is


Artificial Solutions & the Teneo

Natural Language Interaction (NLI) PlatformMaking Technology Think


• Mphasis, $1B Revenues, listed, part of Blackstone Group of companies

• Executed 300+ Digital projects in top 5 BCM, Insurance, and Logistics firms

• Effective Innovation Ecosystem: Mphasis Sparks & Joint Innovation Labs

• Digital Partner of Choice of 5 customers with significant repeat business

• Hyper-vertical domain specific approach

• Specialize in Enterprise Analog to Digital Transformations

• Experience in Bridging IT & Business by delivering tangible solutions

• Making digital real with business results, scalability, without pushing a platform

Quick Summary of Mphasis Digital

Yesh Subramanian, SVP Digital

@ysubramanian2 (Digital Yesh)

[email protected]

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