bus-ep-602 - blended ai v7...the bot evolution customer effort automated services l p basics faq...
TRANSCRIPT
Blended A.I.Christopher ConnollyVP Solution Strategy
WhereBotsandAutomationCollidewiththePoweroftheHumanTouch
©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.
THEBOTEVOLUTION
CustomerEffort Automatedservices
Transactional
Relatio
nship
BasicsFAQ
MobileSocial
DirectedDialog
IntelligentAssistant
PersonalConcierge
Contentbasedsearch
BasictransactionalInformative
SocialSupport
AssistedTransactionalReactiveRulebased
AssistedTransactionalAI+Humans
MachineLearning
ProactivePersonalAIBased
MachineLearning
ContactCenter
Customerengagementischangingtherearemoreinteractions,throughmorechannelsthaneverbefore.
AtGenesyswe’resolvingforthisbybringhumantogetherwithbothnativeand3rd partyA.I.andmachinelearningtodelivermagnificentcustomerexperiences.
Three key takeaways
1. ThepowerofthehumantouchiscriticalwithA.I.
2. A.I.doesn’thavetobecomplexorcostly
3. Youdon’thavetodoitalone
CHATBOT/BOT/VIRTUALASSISTANTAcomputerprogramthatrunsautomatedtasksandcanbedesignedtosimulateconversationwithhumanusers
DIRECTEDDIALOGFacilitatesastructuredconversationwith
inquiryresponsesdeterminedbypredefinedoptions
MICROAPPSMiniembeddableappsthatleverageGenesysAppAutomationPlatform(GAAP)andtheWidgetframeworktoprovideapre-definedmodularsetofcapabilitiestoaccomplishaspecifictask
MACHINELEARNINGAtypeofartificialintelligence(AI)that
providescomputerswiththeabilitytolearnwithoutbeingexplicitlyprogrammedwhen
exposedtonewdata
AUTOMATIONThecreationandapplicationoftechnologytomonitorandcontroltheproductionanddeliveryofservices.Saveslaborandprovideconsistentexperiences.
BLENDEDAIAhybridexecutionthatseamlesslyblends
automationandmachinelearningwithrealagentstobetterhandlecustomerinquiries
Let’s get on the same page with terminology
IntroducingKateKatecombinesartificialintelligence,bots,machinelearning,andmicro-applicationssocompaniescandeliverpersonalized,proactiveandpredictiveexperienceswhilerunningasmartbusiness.
ThecombinedpowerofKateandlivestafftosolvecustomerproblemsiswhatwecallBlendedA.I.byGenesys.
Use Cases
ConnectedChannels 01
PersonalizedSelfService 02
SmarterAgentExperiences 03
EVERYCHANNELAutomationandA.I.appliestodigitalandvoicechannelsincludingbackofficesystems
EVERYTIMEEverycustomerinteractioncanbeagreatinteractionbyleveragingthedata,contextandthepowerofA.I.todeliverautomatedserviceseverytime
EVERYEMPLOYEEEmployeesgetsmarterwhenthey’rebackedbyA.I.andsupervisorsgetsmarterwhenA.I.helpsthemwithplanning
Customer Service on Facebook
Kate +
FacebookMessenger
KateWithGenesysAppAutomation
Demo
ConnectedChannels
KateVoicePlatform
SpeechandTextAnalyticsKnowledgeCenter
AppAutomationPlatformEngagementManager✝
Hub✝
EXAM
PLE
COMPO
NENT
S
✝ Plannedreleasein2017
PersonalizedSelf-Service
KateCustomer BackendSystems
GenesysAppAutomation(GAAP)GenesysMicroAppsGenesysWidgetsKnowledgeCenter
GenesysDialogEngine✝GenesysOutbound
EXAM
PLE
COMPO
NENT
S
✝ Plannedreleasein2017
SmarterAgentExperiences
Kate AgentDesktop
WorkspaceKnowledgeCenterBlendedA.I.✝
ChatBotPlatform✝PredictiveAnalytics✝
EXAM
PLE
COMPO
NENT
S
✝ Plannedreleasein2017
Combining the power of multiple A.I. systems to deliver magnificent experiences
Kate +
What about other A.I. platforms?OpenaccesstoA.I.enablesthebest-of-breedtoflourishontheCXplatformofchoice:Genesys
THOMASJ.WATSON
ALBERTEINSTEIN
ChatbotVendorsTypicallyfocusingon“front-end”chatbyprovidingknowledgeanddeflection
capabilities.Poorintegrationwithagentsandtheneedsofacustomerexperienceplatform.
Where does Kate fit?
GenesysBuiltforcustomerexperienceusing
technologythatistailoredtounderstandingcustomers,theirjourneysandbehaviors,dialogmodels,andthe
needsofhumanagents.WewillcreateA.I.specificallyfocusedonCX.
GeneralPurposeThiscategoryincludesthelikesofWatsonandEinstein,verypowerfulgeneralpurposetoolsforgeneralpurposeproblems.Theyfocusonconversation/intentbuttypically
requirealotofspecialtyservicestosetupandmaintaintheexperience.
A.I. Differentiatingwiththehumantouch
Whatarewedoingdifferently?
KateisourcoreconceptforA.I.andrelatedtechnologies
How does this all fit together?
BotPlatformBotPlatformisthesystemthatallowseaserintegrationofbotsandotherserviceswiththeGenesysDigitalplatform.Thisisaframeworkcomposedforcontrollingtheflowandmanagementofnativeand3rd partybots.GenesysAppAutomationPlatform(GAAP)isanexampleofa”bot”thatwillusethisplatform.
GenesysHubGenesysHubisacloud-basedservicethat
intelligentlyconnectsconsumerstoenterprisesbybridgingthetechnologygap
betweencontactcenteroperationsandnewemergingplatforms,applicationsand
devices– suchasmessagingappslikeSkype,FacebookMessenger,WeChat,etc.
ChatBotPlatformleverageseServices
PureEngage
Hubwillfront-endchatinteractions
PureConnect
Integrationpathiscurrentlybeingdefined
PureCloud
Whatisthereal costofA.I.
COLLABORATIVEPROGRAMMANAGEMENT
GenesysProjectManager
ClientProductOwner
SMEs(product,
technology,data,analytics)
AGILETEAMS(TYPICALLY2-3WEEKSPRINTS)
UseCaseDefinition&UserScenarios UX&UIIntegration
Dialogdesign GenesysSetup&ChatbotConfiguration
Orchestrationintegration Testing&QA(re-usesBAs)
•Brand&LegalSME
•UXStandardsSME
•MeasurementSME
• ProductSME(s)
•Data&AnalyticsSME(asnecessary)
•ArchitectureSME(s)
• SecuritySME
• Pre-launchtesters(FUT)
•ReleaseManager
Subjectmatterexperts
Client resources
Genesys
12
11
24
13
24
25
ExtendedTeam
(validationandtake-aways)
LevelofCX
Costto
serve
SelfService
VirtualAssistant
WebChat
Voice
Video
WebselfserviceMobilein-appservice
AutomatedselfserviceTransaction
HumanassistedinteractionsMultipleinteractionsatonce
Traditionalvoicecontactcenter
Videocontactcenter20cinteraction
$5.00interaction
$15.00interaction
Real-time engagement
Kate
• 80+pre-builtMicroApps orabilitytoconfigureyourown
• Designonce,deployanywhereapproach
• Bridgesdigitalinteractionswiththepowerofhumantouch
• NLP/AIcapabilitiesthroughnativedialogengine*or3rd party
bot/NLP/AIplatforms
• SingleCXdialogreportingandintegrationlayer
AppAutomationOMNICHANNELAPPLICATIONMANAGEMENTFRAMEWORKExtendsself-serviceacrosschannelstodriveabetterCXanddelivertheoperationalefficienciesinaworldofeverincreasinginteractionfromourcustomersacrossmultiplechannels.
Availablenowonpremise� ✝ Plannedreleasein2017
• IntegrationwithGenesysWidgetFramework,
KnowledgeCenterandGAAPMicroApps
• IOT,Mobile,Web
• ComplexEventProcessing
EngagementManagerREAL-TIMEENGAGEMENTENGINEGenesysEngagementManager(GEM)determinesinreal-timethebestcourseofactiongiventheusercontext,resourceavailability,customerprofileandbusinessattributes.
EarlyAdopterQ22017�
Whatisavailabletoday?
WidgetsStandardchat,email,callbackandknowledgeinterfaces
KnowledgeConsistentknowledgeexperiencesonwebselfserviceandagentdesktop
NLP/AI&AutomationNaturalLanguageandMicroApps forvoiceanddigitalapps
MessagingAppsConnecttonewchannelswithGenesysHub
Predictive&JourneyGenesysPredictiveMatchingandJourneyAnalyticsforsmarterroutinganddataanalysis
Startwithourdigitalplatformandwidgets
01
FAQandchatdeflectionprovidedbyKnowledgeCenter
02
AddGenesysAppAutomationPlatform(GAAP)
03
Connecttoadditionalmessagingapps
04
Addthepowerofpredictiveanalyticsandsmartrouting
05Capabilities1-3areavailabletoday
with4and5inearlyadopter.
Lots of Bot: Flexible options
WewanttobuildourownBotintheGenesysEnvironment
WewanttorunourBotsbuilton<botframework>inGenesys
DirectedDialogUseCases
GenesysChatBotPlatform
“BringYourOwnBot”
GenesysAppsAutomationPlatform
Wewanttobuildacustom,high-endintegrationwithWatson
HighlyTailoredtoCustomerNeeds
VirtualAgentAdapter(Professional Services)
StepbyStepGuidance
ImplementationBestPractices
RapidTimetoValue
BenefitBenchmarks
Three key takeaways
1. ThepowerofthehumantouchiscriticalwithA.I.
2. A.I.doesn’thavetobecomplexorcostly
3. Youdon’thavetodoitalone
A.I.isheretostay.GenesyscanprovideNativeor3rdpartyA.I.integrationacrossallchannels
LeveragetheplatformyoualreadyhavetoconnectwithA.I.platforms
Talktousaboutdigitaltransformationservicesandinnovativeusecases
Get ready to meet Kate
Genesys will be introducing customer experience A.I. called Kate – combining artificial intelligence, bots, machine learning, and micro-applications to deliver personalized, proactive and predictive experiences for smart businesses
NEXTSTEPSTOGETSTARTEDWITHA.I.
TODAYORTOMORROW◉ Comeandvisitusinthebooths!◉ HaveaconversationwithKate
WHENYOUAREBACKATTHEOFFICE◉ Takealook atourdigitalusecases◉ Schedule sometimewithourconsulting
expertstotalkaboutdigitaltransformation
A.I.DOESN’THAVETOBECOMPLEXORCOSTLY.GENESYSPROVIDESBOTHNATIVEAND3RDPARTYA.I.INTEGRATION
ACROSSALLCHANNELS,ENSURINGTHEINVESTMENTS
YOUMAKEARESECURE