How to improve your customer relationships through the latest technology on Human-Machine Interaction. Automating relationships, but including emotions and empathy drive to a new field of possibilities fon converting customers into clients.

1. Redefining the
relationship with clients

2. 1. Virtual robots
2. Our View
3. The Opportunity
4. The Goal
5. Our Model
6. Our Technology
7. Standard Delivery
8. Conclusion
1. Virtual
robots

3. 1. Virtual Robots
A Virtual Robot (VR) is a lively character with the ability to
interact with people.
VRs offer a wide range of features all geared to provide
services in a friendly way and with empathy.
The business areas where VRs have the biggest impact are:
• Sales support and product promotion
• After sales customer support
• Customer engagement

4. • Extol the virtues of your product and positioning it in the mind of your
customer
• Identify the needs of your customers by asking them questions that will help
you to know them better and target more appropriate products
• Provide support at critical points in the buying process
Sales support and product
promotion
• Offer first level support
• Provide indicators on service evaluation
• Homogenize customer support
After sales
customer support
Customer
Engagement
• Increase the time that potential clients stay on your website.
• Identify interests of your customers that can be used to segment and
focus your products
1. Virtual Robots

5. 2. Our view
1. Virtual robots
2.Our View
3. The Opportunity
4. The Goal
5. Our Model
6. Our Technology
7. Standard Delivery
8. Conclusion

6. 2. Our view
There are different solutions depending on the channel used to provide
service…
... and some asociated with the brand image
Can you imagine a unique solution aligned with the
brand image?

7. Our virtual robots can…
Be shown in different mountings and therefore provide services in multiple
channels: Multichannel Solution
Hello
Web ATMs Offices Mobility
FIONA is the solution for global and integrated
customer care that defines a new relation with
your clients
2. Our view

8. 3. The
opportunity
1. Virtual robots
2. Our View
3.The Opportunity
4. The Goal
5. Our Model
6. Our Technology
7. Standard Delivery
8. Conclusion

9. 3. The opportunity
Today, corporations are under strong pressure to reduce costs
and become more efficient in their processes.
The customer support area is especially subject to review
because of:
• New needs in service demanding
• Costs caused because of the high turnover (hiring and
training)
• Performance of low value tasks
• Customer dissatisfaction

10. The technology of virtual agents is proving to be a viable and proactive way of deriving
expenditure of agents“ Ross Feldman
CTO - Banking and Insurance
HP Enterprise Services
Consumers want to be online self-sufficient [...]. satisfaction with online self-service
has room to improve“ Diane Clarkson
Forrester
By the year 2020, 85% of the customer-company relations will be done without
human intervention “
Gartner Group
“
“
“
Can we think of a solution, based on Artificial Intelligence, to improve
customer service while reducing operating costs?
It seems clear that in the future, yes. But can we bring that
future forwards?
3. The opportunity

11. Virtual Agent is a Cost-Effective Alternative To Agent Intervention
Source: Forrester Reseach Inc.
(¹) Virtual robots (VR) can improve customer service while reducing operating costs.
Regarding the usual means of attention, a VR can be an attractive solution and much
cheaper:
(¹) HP. ‘Leveraging intelligent, interactive virtual agents to drive quality and savings in customer service’ (2011).
Great cost reduction
More consistent and personalized Customer
Service to each customer, anywhere,
anytime
Service Effectivity->
Customer Satisfaction Operative Efficiency
+
• 24/7 service in multiple channels (web, app, etc.).
• Quick answer for your customer’s questions
• They offer personalized solutions.
• They push business intelligence:
• Obtaining more information about your
customers.
• Analysing the conversations, you can get
information about your product’s weackness,
about your website, marketing…
• Potential sales agentagent: guiding the user to
certain products.
• Thay can talk to more than one user at the same time
• Reduce waiting time
• .. They offer uninterrupted service.
3. The opportunity

12. 4. The goal
1. Virtual robots
2. Our View
3. The Opportunity
4.The Goal
5. Our Model
6. Our Technology
7. Standard Delivery
8. Conclusion

13. 3. The goal
USP
Automating 10% of customer
support tasks while reducing
expenditure by 80%

14. A latest generation VR that automizes part of the customer support at the Call Centre, will
allow you to act upon the 3 levers that determine the final cost of the customer service.
Take most of the work to
cheaper channels
1 Resources cost
Reduce resources cost
Reduce number of agents
Remove the reason for the
call
2 Contacts Volumen
Reduce repetitive calls
Minimize contact /
addressing errors
Improve the ability of the
agent
3 Response Time
Improve system’s support
Improve contact’s
processes

 
 

Benefits of introducing a VR in the Call Centre service.

3. The goal

15. Call Center Eficiency
 VR customer care can
reduce costs up to 80%
compared to phone
customer care(Cisco
Systems).
 Having an automated first
level support, would make
reducing incoming calls
60%-70% possible.
 The VR can automate the
answer to recurrent and
low value questions.
 The VR would centralize
the contact point, and
would minimize the
number of misdirected call
errors
 The VR can reduce the
waiting time at the Call
Centre: it is always
available and gives
quicker answers.
 The VR improves the
customer care processes,
optimizing the use of
resources.
3. The goal

16. 5. our model
1. Virtual robots
2. Our View
3. The Opportunity
4. The Goal
5.Our Model
6. Our Technology
7. Standard Delivery
8. Conclusion

17. 5. Our model
Progressive automation of the information provided by the Call Center…
Phase 1: Virtual Robots remote controlled by Call Center agents
Phase 2: Automation of simple and frequent tasks
Phase 3: Increase the amount of automated tasks and integrate with corporate
• Very fast service start up.
• Maximum intelligence possible
• No automation
• Call Center resources are optimized (1 agent
attends a N users)
• First level of support is automated
• Only complex tasks are passed on to call center
agents
• Less demand on Call Center resources
• Hybrid Model(Agent – VR)
• The avatar as the sole point of access to customer
support
• Compatible with dynamic information
• Register customer information in the CRM

18. How the automated cosutomer support service would work with a Virtual Robot
Client User
Knows
answer?
Yes
Client asks VR
Query
VR answers
Query
Send Query
to Agent
Pool
No
Answer Queue
Assign Query
to available
agent
Agents
Answer sent
to VR to
improve it
Agents
Responds
Query Queue
Supervisor
Information Sources
Query
Asnwer
5. Our model

19. Characteristics of the Solution
Virtual Robot accessed either via Web or in person
The control of the conversation
can be given back to the VR once
the question in answered by the
agent
Natural communication, based on the meaning of
the sentece rather than in the words
If the VR has no answer control passes to an agent
Recognition of employee information + Written
answer
5 1234
Question Queue of questions
Occupancy
2345
1
Tool that allows agent to follow interrupted
conversations on real time
Continual learning and evolution process (registry
of unanswered questions)
Corporative Tool
FIONA: : How can I help you with the
opening of your account?
Tú: Where do I register the additional
information
FIONA: : Which additional information?
5. Our model

20. 6. Our
technology
1. Virtual robots
2. Our View
3. The Opportunity
4. The Goal
5. Our Model
6.Our Technology
7. Standard Delivery
8. Conclusion

21. 6. Our Technology
FIONA is an Open Innovation platform,
it allows the automation of tasks, new ways of interaction and the continuos evolution
of technology integrated with corporate systems.
1. USP clear and direct: Reduces cost by automating
tasks
2. Take advantage of the
saved money to redefine the
way employees interact
3. No obsolescence : Allows easy and quick integration
of new advances in technology into the existing
solution
5. . Integration with
corporate services
through Web
Services
4. Hosting on Adele
Robot servers and
integrated through a
scriplet on the web page
of the interested party

22. FIONA is the Technology
Proposed technology for the creation of Virtual Robots.
6. Our Technology

23. FIONA is the technology
As a platform of HMI (Human Machine Interaction) module integration, it allows the creation of solutions based on
personalized virtual robots adapted for each type of business
The platform can integrate modules from third party sources (Companies, universities...) which are combinde to
achieve the desired solution and are offered from the same platform
The virtual robots produced are Multi Channel: they can be used, on the internet, on mobile phones, apps, etc...
Updating the components that make up the assistant or the incorporation of new characteristics can be done with a
simple drag and drop editor
The integration with corporate systems is done through the development of specific modules for that integration
NLP
AIML
TTS
ASR
Biometric Speech Identification
Face Id
Semantic Processing
Cognitive architecture
Reinforcement learning
Emotion recognition
6. Our Technology

24. 7. Standard
Delivery
1. Virtual robots
2. Our View
3. The Opportunity
4. The Goal
5. Our Model
6. Our Technology
7. Standard Delivery
8. Conclusion

25. 7. Standard Delivery
A project type for the automation of customer services through a Virtual Robot is made up of
three phases: One initial solution definition phase (Setup), a phase of Saas services, and a
phase of maintenance.
Setup Mantenimiento
• Automation of starter
knowledge
• Design and development
of the character
• Identificati¡on of the
functions required by the
client (languages, voice
quality, use of system
recordings, etc.).
• Support corporate
system so they can be
integrated into the
solution
• Character knowledge
updated
• Updates and maintenance
of the functions and
capabilities of the virtual
assistant
• New short range
developments
SaaS
• Services related to the
neccesary infrastructure for
the correct working of the
Virtual Assistant

26. Delivery focus
Criteria: the fastest setup and maximum benefit achieved
Carry out a pilot proving the potential of the proposed solution
Previous identification of:
Information to be automatically answered : frequently asked questions, low value
themes etc.
Channels through which services are given: Web, mobile, in person.
Target appropriate public to which to direct the pilot service
Development and implantation of the pilot
Mixed model. Virtual Assistant – Physical Agent: Automation of query’s about
an operation and derivation to the call center
Measurement of results: User opinion, use percentage, degree of accuracy
Pilot Deployment
Extend the capabilities of the pilot
7. Standard Delivery

27. Implant Focus
Implantation and setup of FIONA is divided into 3 steps, with the criteria being the fastest setup and maximum
benefit achieved
Loading static
information
Operation 1
Analysis and
. information loading
Operation 2
Step 0 Step I Step II
Week 5 Week 9 Week X
Integration with
management system
Operation N
Pilot Evolution
Intranet
integration
Integration with DB
Change Management
Process analysis and
information source
7. Standard Delivery

28. 8. conclusion
1. Virtual robots
2. Our View
3. The Opportunity
4. The Goal
5. Our Model
6. Our Technology
7. Standard Delivery
8.Conclusion

29. 8. Conclusion
Take advantage of the cost reduction to redefine the relations
between your clients and your company
FIONA is a platform based on the ideas of Open Innovation, which
allows the automation of tasks, defining new ways of interaction
and allows constant evolution of the technology
“
“
Offer multichannel services in which the user satisfies his needs
and lives new experiences.
“

30. Do you want to lead
the future?
www.adelerobots.com
info@adelerobots.com