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Blended A.I. Christopher Connolly VP Solution Strategy Where Bots and Automation Collide with the Power of the Human Touch

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Page 1: BUS-EP-602 - Blended AI v7...THE BOT EVOLUTION Customer Effort Automated services l p Basics FAQ Mobile Social Directed Dialog Intelligent Assistant Personal Concierge Content based

Blended A.I.Christopher ConnollyVP Solution Strategy

WhereBotsandAutomationCollidewiththePoweroftheHumanTouch

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©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

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Customerengagementischangingtherearemoreinteractions,throughmorechannelsthaneverbefore.

AtGenesyswe’resolvingforthisbybringhumantogetherwithbothnativeand3rd partyA.I.andmachinelearningtodelivermagnificentcustomerexperiences.

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Three key takeaways

1. ThepowerofthehumantouchiscriticalwithA.I.

2. A.I.doesn’thavetobecomplexorcostly

3. Youdon’thavetodoitalone

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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

Page 6: BUS-EP-602 - Blended AI v7...THE BOT EVOLUTION Customer Effort Automated services l p Basics FAQ Mobile Social Directed Dialog Intelligent Assistant Personal Concierge Content based

IntroducingKateKatecombinesartificialintelligence,bots,machinelearning,andmicro-applicationssocompaniescandeliverpersonalized,proactiveandpredictiveexperienceswhilerunningasmartbusiness.

ThecombinedpowerofKateandlivestafftosolvecustomerproblemsiswhatwecallBlendedA.I.byGenesys.

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Use Cases

ConnectedChannels 01

PersonalizedSelfService 02

SmarterAgentExperiences 03

EVERYCHANNELAutomationandA.I.appliestodigitalandvoicechannelsincludingbackofficesystems

EVERYTIMEEverycustomerinteractioncanbeagreatinteractionbyleveragingthedata,contextandthepowerofA.I.todeliverautomatedserviceseverytime

EVERYEMPLOYEEEmployeesgetsmarterwhenthey’rebackedbyA.I.andsupervisorsgetsmarterwhenA.I.helpsthemwithplanning

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Customer Service on Facebook

Kate +

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FacebookMessenger

KateWithGenesysAppAutomation

Demo

Page 10: BUS-EP-602 - Blended AI v7...THE BOT EVOLUTION Customer Effort Automated services l p Basics FAQ Mobile Social Directed Dialog Intelligent Assistant Personal Concierge Content based

ConnectedChannels

KateVoicePlatform

SpeechandTextAnalyticsKnowledgeCenter

AppAutomationPlatformEngagementManager✝

Hub✝

EXAM

PLE

COMPO

NENT

S

✝ Plannedreleasein2017

Page 11: BUS-EP-602 - Blended AI v7...THE BOT EVOLUTION Customer Effort Automated services l p Basics FAQ Mobile Social Directed Dialog Intelligent Assistant Personal Concierge Content based

PersonalizedSelf-Service

KateCustomer BackendSystems

GenesysAppAutomation(GAAP)GenesysMicroAppsGenesysWidgetsKnowledgeCenter

GenesysDialogEngine✝GenesysOutbound

EXAM

PLE

COMPO

NENT

S

✝ Plannedreleasein2017

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SmarterAgentExperiences

Kate AgentDesktop

WorkspaceKnowledgeCenterBlendedA.I.✝

ChatBotPlatform✝PredictiveAnalytics✝

EXAM

PLE

COMPO

NENT

S

✝ Plannedreleasein2017

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Combining the power of multiple A.I. systems to deliver magnificent experiences

Kate +

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What about other A.I. platforms?OpenaccesstoA.I.enablesthebest-of-breedtoflourishontheCXplatformofchoice:Genesys

THOMASJ.WATSON

ALBERTEINSTEIN

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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?

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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

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Whatisthereal costofA.I.

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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)

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LevelofCX

Costto

serve

SelfService

VirtualAssistant

WebChat

Voice

Video

WebselfserviceMobilein-appservice

AutomatedselfserviceTransaction

HumanassistedinteractionsMultipleinteractionsatonce

Traditionalvoicecontactcenter

Videocontactcenter20cinteraction

$5.00interaction

$15.00interaction

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Real-time engagement

Kate

Page 21: BUS-EP-602 - Blended AI v7...THE BOT EVOLUTION Customer Effort Automated services l p Basics FAQ Mobile Social Directed Dialog Intelligent Assistant Personal Concierge Content based

• 80+pre-builtMicroApps orabilitytoconfigureyourown

• Designonce,deployanywhereapproach

• Bridgesdigitalinteractionswiththepowerofhumantouch

• NLP/AIcapabilitiesthroughnativedialogengine*or3rd party

bot/NLP/AIplatforms

• SingleCXdialogreportingandintegrationlayer

AppAutomationOMNICHANNELAPPLICATIONMANAGEMENTFRAMEWORKExtendsself-serviceacrosschannelstodriveabetterCXanddelivertheoperationalefficienciesinaworldofeverincreasinginteractionfromourcustomersacrossmultiplechannels.

Availablenowonpremise� ✝ Plannedreleasein2017

Page 22: BUS-EP-602 - Blended AI v7...THE BOT EVOLUTION Customer Effort Automated services l p Basics FAQ Mobile Social Directed Dialog Intelligent Assistant Personal Concierge Content based

• IntegrationwithGenesysWidgetFramework,

KnowledgeCenterandGAAPMicroApps

• IOT,Mobile,Web

• ComplexEventProcessing

EngagementManagerREAL-TIMEENGAGEMENTENGINEGenesysEngagementManager(GEM)determinesinreal-timethebestcourseofactiongiventheusercontext,resourceavailability,customerprofileandbusinessattributes.

EarlyAdopterQ22017�

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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.

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Lots of Bot: Flexible options

WewanttobuildourownBotintheGenesysEnvironment

WewanttorunourBotsbuilton<botframework>inGenesys

DirectedDialogUseCases

GenesysChatBotPlatform

“BringYourOwnBot”

GenesysAppsAutomationPlatform

Wewanttobuildacustom,high-endintegrationwithWatson

HighlyTailoredtoCustomerNeeds

VirtualAgentAdapter(Professional Services)

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StepbyStepGuidance

ImplementationBestPractices

RapidTimetoValue

BenefitBenchmarks

Page 26: BUS-EP-602 - Blended AI v7...THE BOT EVOLUTION Customer Effort Automated services l p Basics FAQ Mobile Social Directed Dialog Intelligent Assistant Personal Concierge Content based

Three key takeaways

1. ThepowerofthehumantouchiscriticalwithA.I.

2. A.I.doesn’thavetobecomplexorcostly

3. Youdon’thavetodoitalone

A.I.isheretostay.GenesyscanprovideNativeor3rdpartyA.I.integrationacrossallchannels

LeveragetheplatformyoualreadyhavetoconnectwithA.I.platforms

Talktousaboutdigitaltransformationservicesandinnovativeusecases

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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

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NEXTSTEPSTOGETSTARTEDWITHA.I.

TODAYORTOMORROW◉ Comeandvisitusinthebooths!◉ HaveaconversationwithKate

WHENYOUAREBACKATTHEOFFICE◉ Takealook atourdigitalusecases◉ Schedule sometimewithourconsulting

expertstotalkaboutdigitaltransformation

A.I.DOESN’THAVETOBECOMPLEXORCOSTLY.GENESYSPROVIDESBOTHNATIVEAND3RDPARTYA.I.INTEGRATION

ACROSSALLCHANNELS,ENSURINGTHEINVESTMENTS

YOUMAKEARESECURE

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