developing ai-powered - dtw.tmforum.org · 16/05/2018 · nokia software andy fruhling developing...

© 2018 TM Forum | 1

Developing AI-powered conversational interfaces

Standards Project Director, Orange

[email protected]

Sophie Nachman May 16 2018 DTW Nice

mailto:[email protected]

© 2018 TM Forum | 2

Orange Group : facts and figures

273 million of customers worldwide – 41 billion € in 2017 - 152 000 employees - 31 Dec. 2017

Orange is one of the world’s leading telecommunications operators with sales of 41 billion euros in 2017 and 152,000 employees worldwide at 31 December 2017, including 93,000 employees in France. Present in 29 countries, the Group has a total customer base of 273 million customersworldwide at 31 December 2017, including 211 million mobile customers and 20 million fixedbroadband customers. Orange is also a leading provider of global IT and telecommunication services to multinational companies, under the brand Orange Business Services. In March 2015, the Group presented its new strategic plan “Essentials2020” which places customer experience at the heart of its strategy with the aim of allowing them to benefit fully from the digital universe and the power of its new generation networks.

Orange is listed on Euronext Paris (symbol ORA) and on the New York Stock Exchange (symbol ORAN).

For more information on the internet and on your mobile:

www.orange.com , www.orange-business.com or to follow us on Twitter: @orangegrouppr and @orange .

Orange is listed on the NYSE Euronext Paris (symbol ORA) and on the New York Stock Exchange (symbol ORAN).

For more information on the internet and on your mobile: www.orange.com, www.orange-business.com, livetv.orange.com or to follow us on Twitter: @orange, @orangegrouppr, @orangebusiness

http://www.orange.com/

http://www.orange-business.com/

http://www.orange.com/

http://www.orange-business.com/

http://livetv.orange.com/

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Orange :Essentials 2020, strategic ambition

Towards an unmatched customer experience

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AI powered conversational interfaces : Chatbot architecture

AI empowers NLU and Speech to text

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Orange digital guidelines for conversational User Interfaces - UI

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Research project Catalyst in open innovation mode – TM Forum delivering enhanced customer experience through intelligent robots

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Chatbots classification and maturity level

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Orange AI – What’s next – Orange Business Services – Enterprises

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• A chatbot (also known as talkbot, IM bot, chatterbot, interactive agent or Artificial conversational entity) is a computer program or an artificial intelligence which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner. Chatbotsare typically used in dialog systems for various purposes including customer care, optimizing sales, answering FAQ’s, educational sessions, entertainment. From Wikipedia

• Mosts chatbots are accessed via messaging apps such as FB messenger, Wechat, Whats’sapp, Viber, or via organizations’s apps and websites

• Or via Virtual assistants such as Amazon Alexa, Google Assistant, and soon: Orange Djingo

Chatbots acting through messaging apps , through apps or web sitesVirtual assistants

• Djingo is the intelligent assistant from Orange, controlled by voice or text. It offers an easy and intuitive way to navigate Orange TV, manage your connected home, make a call or send a SMS, or access lots of other services. Applying true AI, Djingolearns from its users to provide ever more relevant answers. ‘OK Djingo?’From orange.com web site

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Orange digital guidelines for conversational User Interfaces – UIa ‘human inside’ approach to AI powered conversational interfacesPrinciples of designing Virtual Assistants &chatbot interactions

• Virtual assistant and chatbot are the new media of AI applied as direct communication to Orange customers, Despite plenty of excitement it is still early days far from its full potential as the major customer touchpoint.

• Chatbots offer a targeted and personal engagement with customers

• Both for text user interfaces and for voice user interfaces

• Rules such as Tone of voice

• To ensure consistent experiences for Orange customers any device any channel

Orange ethics – GDPR compliance – Trust

Honesty – to guaranty privacy of customers

• Different avatars to be used for chatbots and for human messaging to clearly differentiate them

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PoC from CatalystPhygital store DTW 2018

GDPR May 25 2018

Trust party for customers – from GDPR regulation towards privacy customer dashboard

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Thank you

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VP, Digital Experience Portfolio

Nokia Software

Andy Fruhling

Developing Successful AI-Powered Conversational

Interfaces

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End-customer expectations have changed

• Digital services• Empowered• Buy on own terms• Instant

gratification• Personalized• Contextual• Omni-channel• Rent vs. buy

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One issue can have multiple solutions

The need for experts

Technology breadth

High customer effort

Customer effort is too high - asked to do too much to fix the problem

Customer care issues can be driven by a number of different network, operations or business technology domains

Requires a lot of experts with very detailed technical knowledge to improve just one step in a workflow

Root cause analysis is complex due to different technology domains; agents have to sort through many workflows to find cause

Digital service provider (DSP) challenges for customer care

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Complex troubleshooting for DSPs leads to poor customer experience

Remediation process • Multiple causes• Many workflow paths• Requires technical expertise

Customer issue• My internet is slow• My home Wi-Fi isn’t working• My video is buffering

Technical environment• Different services • Multiple systems and silos• Many vendors

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Chatbots are becoming an increasingly important part of the digitalcustomer care experience

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Zero-touch care due to proactive issue remediation

Full autonomous care

Customer solves their own problems

Selfcare

Accelerate resolution when customer calls

Assistedcare

+70%

Empower “human” touch to solve issues faster

Augmentedcare

Humanoid interface deflects calls from human

Enhanced omni-channel care

Machine-learning algorithms enable bots to continuously learn and expand capability

Decreasing customer and operator effort

Issue resolution

The role of bots in customer care

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Omni-channel support

Machine learning required at many levels

Multi-language support

Supports multi-conversational interfaces

Key elements of a chatbot platform for DSPs

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Benefits

• Customers can use their preferred natural language channels 24/7

• Two-way conversational support over one-way static technology (e.g. Web, IVR)

• No need to repeat or to do too much to make the fix happen

• Improve NPS & Customer Effort Score

• Fully automate the high-volume low-complexity use cases

• Empower tier-1 agents for high-touch interactions and white-glove customer care for time-sensitive promotions

For customers For digital service providers

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Summary • Today’s digital consumers expect a positive customer care experience with their service provider across any channel in real time

• A key challenge in meeting this need is the ability to quickly offer the right resolution to an issue given the complexity of the technical environment and the many paths an agent can take to solve it

• Chatbot platforms provide an opportunity to manage high volume, low complexity issues, leaving agents free to manage more complex issues and even upsell

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THE BOOK OF WORDS

Valance (noun)

Prosody(noun)

lɪŋˈɡwɪstɪksLemma (noun)

n-grams

word-for-word

ف َحْرفاً بَِحرْ

wort-zum-wort

逐字地，一字不差地

mot-á-mot palabra-por-palabra

developing ai-powered - dtw.tmforum.org · 16/05/2018 · nokia software andy fruhling developing...

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