Minds Lab Contact_Center_Solution_Using_ai_v1.0
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Transcript of Minds Lab Contact_Center_Solution_Using_ai_v1.0
AI Platform Company
Big Data Analytics, Deep Learning, Artificial Intelligence ⓒ 2016, MindsLab. All Rights Reserved
Contact Center Solution Case Studyusing Artificial Intelligence
Minds Lab Inc.
ⓒ 2016, MindsLab. All Rights Reserved - 2 -
Paradigm Shift
“ It’s the beginning of a brand new era - there was web, then mobile apps and now bots. It is an incredibly powerful paradigm shift ”
David Marcus, Head of Facebook Messenger
ParadigmPC
( mid – 80s )Web
( mid – 90s )Smart-phone
( mid – 00s )
Messag-ing
( mid – 10s )
PlatformExamples
ApplicationsExamples
UI/UX
S/W Dev
DesktopDOS, Windows, Mac OS
ClientsExcel, PPT, Lotus
Native Screens
Client-side
BrowserMosaic, Explorer, Chrome
WebsiteYahoo, Amazon
Web Pages
Server-side
Mobile OSiOS, Android
AppsAngry Bird, Instagram
Native Mobile Screens
Client-side
Messaging AppsWhatsApp, Messenger, Slack
BotsWeather, Travel
Conversation
Server-side
by Beerud Sheth, Founder & CEO of gupshup.io
ⓒ 2016, MindsLab. All Rights Reserved - 3 -
Contact Center Evolution : From VOC Analytics to AI AssistantContact center's primary goal is to shift the paradigm from human to artificially intelligent agents, thereby meeting the highest standards of today's industry.
Call Center
VirtualAssista
nt
SocialBig
Data
VOCAnalytic
s
• (Real-time) Voice Recognition
• (Real-time) Risk Detection through Text Analytics
Artificial Intelligence Virtual As-sistant
VOC-STT
• Natural Language Processing
• Dialog Management• FAQ, Account Inquiry
• Real Time Speech to Text
• Using STT Data as learning Data
VoC Analysis
VOC- TA
• Text Analytics of Call Center Counselling
• Reputation Analysis of Social Big Data
• Interface with Legacy System
Crawling
ⓒ 2016, MindsLab. All Rights Reserved - 4 -
Virtual Assistant (So called AI Assistant) is …
Virtual Assistant utilizes Voice Recognition, Natural Language Processing and ChatBot Technology to process and to undertake the agent-to-customer interaction.
Virtual AssistantCustomerText Chatting Voice Chatting
Customer Human Agent
Web / Mobile App
MachineLearning
Voice Recogni-tion & NLP
Intention Clas-sification
Answer Genera-tion
ⓒ 2016, MindsLab. All Rights Reserved - 5 -
Ideal VA System Architecture and Service ProcessSolution for VOC analysis and sentiment analysis: Natural-Language-Processing, Deep Neural Network, and Dialog Management
IntegratedDialog Management
Dialog Scenario
Natural Language Processing
Domain / Intention
DNN* Classifier
Voice Recognitio
n(STT:
Speech-to-Text)
ChatBot
HAD (Human As-sisted Dialog)
Legacy System
ChatBot (MINDs VA) in Financial Industry
* Deep Neural Network
Slot Filling
User/Session Management
Log Monitoring /
Statistics
Dialog Modeling / Scenario ManagerDialog /
Classification Learning
FAQ
External Service
Text Analysis
Sentiment Analysis
Dialog DB
Voice Synthesis(TTS: Text-to-Speech)
FAQ DB
API
Human Agent PC• Speech to Text• Natural Language
Processing• Text Analytics• Sentiment Analysis
MINDs VOC
Machine LearningImage
ⓒ 2016, MindsLab. All Rights Reserved - 6 -
MINDs VA Application– 1) Web/Mobile Text based Counselling
Service Inquires including counselling and many other transactional inquires can be done both on the web and mobile using Chatbot.
Customer
Web
Mobile
Human Agent
Chat Bot
In-charge
FAQ
Classifier
FAQ
GeneralCounselli
ng
Automatic Assignment
Transactions
ExpertCounselli
ng
Feedback
Complaints
DM
DialogMonitoring
* Human-Assisted Dialog
HAD
APILegacy system
I/F• Account / Order / Reservation Inquiry• Product Order, Reservation , Payment, Transfer
DomainClassifie
r
Quick & Unified CommunicationAnd Direct Access
ⓒ 2016, MindsLab. All Rights Reserved - 7 -
MINDs VA Application – 2) Human-Assisted Dialog
When VA fails to detect unknown contexts, human experts can intervene and provide further information.
• Domain Classif.• Intention Classif. • FAQ Classif.
Dialog Session
Confidence level Monitoring
Warning
HumanAgent
VA
Counsellor (Manage-rial)
Answer Recommenda-tion
score XXXXX 65 YYYYY 63 ZZZZZ 58
Join
Client History
Customer
Scale of com-plaints
ⓒ 2016, MindsLab. All Rights Reserved - 8 -
MINDs VA Application– 3) Simple inquires at the call center
Virtual Agents can process and communicate in parallel with human agents, further improving the center's performance
PBX
IVR
CTI
Call
“ Hi, how can I help you today?
“
DomainClassifie
r
STT/NLP
Human Agent
Human Agent
Human Agent
Virtual Agent
Virtual Agent
Virtual Agent
TTS
STT/NLP
TTS
STT/NLP
TTS
Call Assignment
Decoding
Encoding
ⓒ 2016, MindsLab. All Rights Reserved - 9 -
Performance Enhancement by using Reinforcement Learning
Any insufficient data can be remedied using reinforced-learning technique to accelerate the growth of the VA.
Session Monitoring• Call disconnection• HAD Transferred Coun-
selling• Long wait time• Repeated Request
Confidence Level Monitor-ing
• Voice Recognition• Domain Classification• Question Intention Classify• FAQ Classification
VA Performance Monitoring Tools
Customer Feedback Monitoring
• Call Satisfaction• Errored Answer • Complaints
• TA: Pattern Detection
• Session Log• Statistics
• Dialog Generation Confidence Level Log
• Customer Feedback per Session
• Complaints on VA
Reinforcement Learning Data
Gathering
Human As-sisted Dialog
Counselling KMS / Manual / Script
Reinforcement Learning
ⓒ 2016, MindsLab. All Rights Reserved - 10 -
MINDs VA Benefits
Cost Effective• Web/mobile covers 5% of the call• When work with designated call center, over
10% of coverage.• Replaces E-Mail / SMS Consultation
Customer Satisfaction• 24 / 7 Service• Convenience with Voice Interfaced system • Easy and Quick Access• Simplified Customer Contact Channel• Less waiting time
Specialized Agent• Focus on complicated and sensitive inquires.
Omni-Channel CRM• Integrated Analysis on various Customer
Channel
Customer Service• Expand the service to customized marketing
and video counselling etc.
Efficiency with Maintenance• System Upgrade through Periodic
Reinforcement Learning• Minimize Manual Maintenance
Copyright © 2016 Minds Lab. All rights reserved
Dasan Tower 6F, 49 DaewangpangyoRo, BundangGu Seongnam City, GyeonggiDo, Korea T.031-625-4340 F.031-625-4119 | www.mindslab.ai www.mindsinsight.co.kr
No part of this publication may be circulated, quoted, or reproduced for distribution outside the client organization without prior written approval.
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