artificial intelligence in the contact centre · artificial intelligence in the contact centre....
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A r t i f i c i a l I n t e l l i g e n c ei n t h e
C o n t a c t C e n t r e
D i g i t a l l i f e s t y l e F r o m d e s k t o p s / b r o w s e r sTo s m a r t p h o n e s / m e s s a g i n g
M a r k e t r e a d i n e s s o f A I
Mega Synergies
D i g i t a l l i f e s t y l e N e w p l a t f o r m s a n d i n t e r f a c e s
M a r k e t r e a d i n e s s o f A I
Mega Synergies
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Digital Expectations
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Booking.com said 75% of its customers prefer self-service options to handle simple requests
D i g i t a l l i f e s t y l e N e w p l a t f o r m s a n d i n t e r f a c e s
M a r k e t r e a d i n e s s o f A I
Mega Synergies
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
New Voice. New Text
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Different Platforms
C o n s u m e rm o b i l e l i f e s t y l e
N e w p l a t f o r m s a n d i n t e r f a c e s
M a r k e t r e a d i n e s s o f A I
Mega Synergies
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
• A team at Imperial College London has developed an AI that diagnoses pulmonary hypertension better than cardiologists typically do
• Cardiologists = 60% accuracy• AI = 80% accuracy
Computer software creates a 3D virtual heart from MRI scans, then learns to predict when patients will die
Better at Evidence Based Decisions?
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Best Uses
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
However, AI still lacks a broad intelligence of the kind humans have that can cut across domains. Human experts thus remain important whenever contextual intelligence, creativity, or broad knowledge of the world is needed
Best Uses
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
In the near term, the best predictive business systems will likely deploy a complex layering of humans and machines in order to garner the comparative advantages of each. Unlike machines, human experts possess general intelligence that is naturally sensitive to real-world contexts
Best Uses
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
F o r r e s t e r P r e d i c t s I n v e s t m e n t I n A r t i f i c i a l I n t e l l i g e n c e W i l l G r o w 3 0 0 % i n 2 0 1 7
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
M a n y S t r a n d s o f A IA r e R e l e v a n t T o C u s t o m e r E n g a g e m e n t
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Self Service for
24x7 education, information
& task completion
Voice - Text - Video
A S S I S T E D S E R V I C E - S E L F S E R V I C E – P R O A C T I V E S E R V I C E
©Brainfood Consulting 2016
Live Assistance for when it’s
emotional, complex or matters
to the relationship
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Finding The Balance
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
AI Applications for Customer Service
S u r fa c i n g w h a t ’s re l e va n t t o i m p ro ve o p e ra t i o n a l e f f i c i e n c i e s , p e rs o n a l e f fe c t i ve n e s s , s e r v i c e re s p o n s i ve n e s s
P ro v i d i n g 2 4 x 7 i n t e l l i ge n t a s s i s t a n c e ( s a l e s & s e r v i c e ) t o c u st o m e rs , i m p ro v i n g s e r v i c e k n o w l e d ge
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
AI Applications for Customer Service
S u r fa c i n g w h a t ’s re l e va n t t o i m p ro ve o p e ra t i o n a l e f f i c i e n c i e s , p e rs o n a l e f fe c t i ve n e s s , s e r v i c e re s p o n s i ve n e s s
P ro v i d i n g 2 4 x 7 i n t e l l i ge n t a s s i s t a n c e ( s a l e s & s e r v i c e ) t o c u st o m e rs , i m p ro v i n g s e r v i c e k n o w l e d ge
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Definitions
Natural Language Processing - Machine Learning - Semantic Search - Predictive Analytics
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
State Of Virtual Assistants
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Digital Assistants provide a single point of access across multiple data sources and engagement teams
Conversational Middleware
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
They come in different flavours
Tex t b a s e d Vo i c e b a s e d Ava ta r
Digital Building Blocks
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Approved use cases It will be used to help residents find information online and fill in forms, guiding users through a chat feature on their computer screenPossible use cases Amelia provides self-certification for planning and authenticates applications for permits and licenses
Avatar With EQ
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
The Best Provide Choice (multi-modal)
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Forecasted Growth
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
What’s the new operating model?
Disruptive Impact
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Design Principle
Make Escalation From Self Service To Live Assistance Easy & Smart
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
When Live Assistance Is Not Available
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
S e l f S e r v i c e ( k n o w n ) H u m a n A s s i s t ( u n k n o w n ) H u m a n A s s i s t ( k n o w n )
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Before Live Assistance Is Needed
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
AI Applications for Customer Service
S u r fa c i n g w h a t ’s re l e va n t t o i m p ro ve o p e ra t i o n a l e f f i c i e n c i e s , p e rs o n a l e f fe c t i ve n e s s , s e r v i c e re s p o n s i ve n e s s
P ro v i d i n g 2 4 x 7 i n t e l l i ge n t a s s i s t a n c e ( s a l e s & s e r v i c e ) t o c u st o m e rs , i m p ro v i n g s e r v i c e k n o w l e d ge
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Performance & Quality
A r t i f i c i a l I n t e l l i g e n c e I n T h e C o n t a c t C e n t r e
Routing
T h a n k Yo u