Artificial Intelligence in the Contact Centre · Artificial Intelligence in the Contact Centre. Digital lifestyle From desktops/browsers To smart phones/messaging Market readiness

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