Cisco connect winnipeg 2018 connected ai for cisco customer care

© 2017 Cisco and/or its affiliates. All rights reserved. 1
Cisco Connect Winnipeg
Connected AI for Customer Care
Frank Kicenko – Technical Marketing Engineer
May 29, 2018
Cisco
Connect

Agenda
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 2
• Connected AI as part of Cisco Customer Care solutions
• What do we mean byArtificial Intelligence and Machine Learning?
• ConnectedAI Architectures
• Managing Digital Customer Care channels
• Use Cases and Demonstrations
• Web chat
• Facebook
• Android
• IBMWatson (IfTime Permits)

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Connected AI as part of
Cisco Customer Care
solutions

Evolution of customer care – AI enablement
Social
media
Future
channels
Voice
Chat
Email
Reactive*
Contextual
Suggestive
Predictive
Data
*This is what contactcenters mainly do today
Customer journey
Social
media
Future
channels
Voice
Chat
Email

AI Enablement
Reactive
Contextual
Suggestive
Predictive
Data
Reactive
• Customer Lookup
• NLP Input
• Prompting
Contextual
• Context Service Data
• Journey Capture
• Data feed into AI/ML
Suggestive
• Evaluate Context
• Auto Response
• Prompting
Predictive
• Auto Response
• Prompting
• Routing
• Agent Selection

… what we want is a
machine that can learn
from experience.
- Alan Turing, 1947

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
What Is Machine Learning?
• “Learning Algorithms”
• Supervised, Unsupervised
• Classification, Regression, Clustering, Dimensional
Reduction

Natural Language Processing
“I need help”

Natural Language Processing
What does it mean when you say “I need help”

Beyond the Hype
The value of AI for customer care
• Automation has proven to scale customer care, not replace it
• Customer care providers
• Be helpful, not distracting, not cute
• Customer care vendors
• Open but integrated
• Enable Data as a differentiator
• Always provide a path to escalation

Cisco Cloud Services
Secure Media
Dialog
Service
Gateway
Webex Teams
Customer
Journey
Platform
Cognitive
Services
API API
Context Service
Journey
Data
Customer
Profile
API
Contact Center Express
Contact Center Enterprise
Hybrid Connector

Cisco Cloud Services
Secure Media
Dialog
Service
Gateway
Cognitive
Services
API API
Context Service
Journey
Data
Customer
Profile
API
Reactive - Contextual Suggestive Predictive Interactive
Webex Teams
Customer
Journey
Platform
Contact Center Express
Contact Center Enterprise

Connected AI
Conversations
Dialog Input
Dialog output
Intelligent Response
Applying Contextual Data to the Conversation
• Customer profile data
• Customer journey history
• Analytical data Input
• Intelligent prompting
Context Services
Context Service
Journey
Data
Customer
Profile
Reactive - Contextual

Connected AI
Conversations
Dialog Input
Dialog output
Customers AI/ML of choice
• DialogFlow
• IBM Watson
• KoreAI
• Amelia
• Alexa
Dialog Services – AI / NLP Suggestive

Users Chat / BOT / Device
Query
Actionable
Data
Intents External Processes
And APIs
Connected AI
Customers can choose whatever add-on services they wish
• Speech APIs
• Cloud Messaging
• Transcription
• Analytics (Sentiment -> Voice/chat/facial)
Dialog Services – Full Services
Predictive

Connected AI
Conversations
Dialog Input
Dialog output
User Requests
Query
Actionable
Data
Intents
External Processes
And APIs
Context Service
ML Engine
IVR Integrated Services

Cisco Connected AI
Secure MessagingArchitecture - Cloud
P/UCCE
Care
Desktop
Finesse
Gadgets
ECE REMobile
Spark
Universal
Router
Secure
Messaging
Media
Manager
Hybrid
Queue
Manager
Context
Sunlight
Queue
Manager
Care Cloud
ABC
FB
Messenger
Spark Clients
EVA

Connected AI
Cisco Cloud Solution – Android or iOS Native Applications
3
3
DMZ
ECE Web
Agent
PSTN
REMobile
AI Providers
1. Customer Chat terminates in Connected AI Cloud
2. Connected AI engages AI of choice or Spark
3. AI Bot routes an escalation to ECE
4. CCE routing locates and connects Agent
• Customer chats with Agent
5. Customer requests a call from Agent
6. Customer calls or Co-browses with Agent
Connected
AI Cloud2
1
Spark
5
4
6
2

Connected AI
On Premise Solution – CustomerWeb Chat
4
3
7
DMZ
Messaging
Internet
Age
nt
PSTN
5
REMobile
AI Providers
1. Customer Chat via Web site
2. Proactive website engages Bot
3. Bot escalates conversation to agent Chat
4. Messaging server connects to ECE Chat
6. Customer optionally requests a call from Agent
Customer / Hosted
Web Site
12

Connected AI
On Premise Solution – Android or iOS Native Applications
3
2
6
DMZ
Messaging
Internet
Age
nt
PSTN
4
REMobile
AI Providers
1
1. Customer via Chat engages Bot
2. Bot escalates conversation to agent Chat
3. Messaging server connects to ECE Chat

Managing Digital
Customer Care channels

Web Chat
• Mobile Users, any device
• Immediate engagement
• Knowledgeable
• Self-Service
• Escalation

Native Android / iOS
• Immediate engagement
• Knowledgeable
• Self-Service
• Escalation

Messaging: Expert Virtual Assistant
• The “right” person makes all the
difference
• The entire organization able to serve
the customer

Connected Home
Home HomePodEcho

Connected Home Demo
Home
Use Case
• Michael’s motorcycle wouldn't start
and he had it picked up by Cumulus
so it could be repaired.

Conversational IVR
• Natural Language
• ML Learning
• Intelligent Routing
• Proactive Prompting
• Contextual
• Escalation
Know me… Talk to me

Supervisor Assistant
Prototype
Agent facial expression sampling
• ML processing
• Sampling results
• Send to Supervisor Desktop

Supervisor Assistant
Prototype

Ok, I need some more use cases…..

Use Case 1: Motorcycle Financing

Cumulus Financing
LoanApplication

Cumulus Financing
LoanApplication
Voice / Video
Speech Recognition
File Transfer

Cumulus Financing
Facebook Loan Application
Bot AI / ML interactions Escalations to Contact Center Two-way interactions

Demo
43
• Cumulus Motors is proactive by using
IoT to upload data to Context Service
• Cumulus sends Michael a notification
• Michael interacts with the Cumulus AI
enabled smart phone app and completes
the entire journey

Connected AI
Cisco Cloud Solution – Android or iOS Native Applications
3
3
DMZ
ECE Web
Agent
PSTN
REMobile
AI Providers
1. Customer Chat terminates in Connected AI Cloud
2. Connected AI engages AI of choice or Spark
3. AI Bot routes an escalation to ECE
Connected
AI Cloud2
1
5
4
6

1. Call from
customer to
Cisco
UCCE
2. Agent
assigned
call
4. Call is
recorded in
Cisco
MediaSense
3. Agent
gets call
presented
on Finesse
Dashboard
Cognitive Contact
Center Service
5. Call
recording is
collected by
Cognitive CC
Watson Bluemix APIs
Cisco Analytics
• Social Analytics
• Explore/Predict
• Speech to Text
• Natural Language
Classifier
• Alchemy Language
• Tone Analyzer
pipeline
6. Insights
gathered from
Watson APIs
and Cisco
Analytics
Agent reskilling and Line
Manager reporting
7. Insights
Made available
for use for
contact center
operations
1A. Next call
from
customer
7A. Customer
insights
presented on
Finesse
dashboard
Watson Cognitive Contact Center Process Flow
Iterative Process: Insights continually expand and refined with each call for every
customer and every agent

Connected AI
IBMWatson
Alchemy
Language/
Concept Insights
Tone Analyzer
Watson Bluemix APIs
Cisco Cloud
IBM Cloud
Client Data Center
Cisco
UCCE
Client Data
Analytic Insights
Audio Conversations
Speech
to text
Audio
Audio
+ text
Structured
Data
Analysis
Audio
+ text
+ properties
Core
Application
Integration
[…]
Audio
+ text
+ properties
Unstructured
Data Analysis
Speech To
Text
Cisco Explore
and Predict
Text Conversations
Reskilling of Agents
Enhanced Manager Reports
New Finesse Dashboard Widgets
Standalone Micro Service Connector
Results from Watson

Offline Text and Audio Analytics “pipeline”
Expansion of Cloud Pipeline
Meta-data
& Text
Store
Meta-data
& Audio
Store
Meta-data,
text, and
data recording
Analytics
Services
Unstructured
Data
Analysis
Structured
Data
Analysis
Cisco Explore and
Predict
text-
derived
attributes
Audio
Text
Attributes
Text
Product
Attributes
Core
Applicatio
n
Integration
Reskilling
Training
APIs
Admin APIs
Watson APIs
Speech to Text
NLC
Alchemy
Tone Analyzer
Cognitive CC
Store
Agent
Finesse Dashboard
Historic Data provided
during Contact Center Call
Setup
Line Manager
Agent Behavior Reports
Insight Reports
Probable Cause
Time to Close
Future
Stand Alone Micro Service Connector
Automation
Integration
Platform
Future
Reporting APIs
Case
Correlation
Analysis
Future
Next Issue Avoidance
Context Service
Focu
s
Cisco Domain
Specific NLP
Product
Detection
Trainer
UCCE
Data
Store
Insights
Prediction
Classificatio
n
Domain
Meta
Data
Structure
d
Data
Correlation
Predictions
Loop

Finesse Widget  Integrate into existing Gadgets (e.g. Context Service,
other)
Date- May 2, 2016
Category - Payment not recorded
Overall Sentiment – Positive
Customer Behavior - Extraversion,
Agreeableness Initial Call Tone -
Disgust, Anger
Final Call Tone – Joy
Key Sentence - Per our system’s data, you did
pay your bill last Aug. 12 which was two days ago in one of
our affiliatedpayment centers and you currently have 0
balance
Resolution ?
Date- May 6, 2016
Category - Payment not recorded
Overall Sentiment – Negative
Customer Behavior – Extraversion
Initial Call Tone - Anger
Final Call Tone – Disgust
, Key Sentence - However, the bill that you
received was generated a week before you made the
payment that’s why your latestpayment had not been
reflected
Resolution ?
.
See entire conversation
NLC
Alchemy
Language
Tone Analyzer
Customer
Case Notes
• Pointer into Context Service
• Leverage Context Service to get more info
See entire conversation
TextRank
Representation of Type of
Data: Not Finesse Gadget
Representation

Manifest.json
(caller/call metadata)
Caller_Stream_123456.mp4
Agent_Stream_123456.mp4
1. Call happens
2. Call completion triggers recording and
“manifest” generation
“PIPELINE” - a scheduled,
Orchestration service, e.g. Cast
Iron
Process
Manifests
3. Service runs @ scheduled interval
Transcribe
Calls
Persist
Insights
Insights.json
Caller_Stream_Transcript_123456.mp4
Agent_Stream_Transcript_123456.mp4
TTS Dialog-NLC Alchemy Tone
URL’s URL’s
Insights
Operational
Generate
Insights
JSON

Watson API Flow
File format : MP4
Subscription : Provides URL
Note: Need to include meta-data with recording
Internal Note: Need to identify which releases
supported
Cisco Recording
Watson Bluemix
Speech to Text
Caller Stream
Agent Stream
Caller TextAgent Text
1
NOTE: Text sent back independently to be used for
other services going forwardSpeech to Text
pipeline
pipeline
Cisco Social
Analytics

NLC
Caller Text
NLC
Agent Text
Caller Classifier confidence score
Agent Classifier confidence score
OVERALL CALL Classifier confidence score
2
Alchemy Language
Caller Text
Agent Text
Alchemy Language
• Entities with Relevance , Sentiment and Type
• Keywords with Relevance, Sentiments
• Document Sentiment
• Concepts
• Entities with Relevance , Sentiment and Type
• Keywords with Relevance, Sentiments
• Concepts
• OVERALL CALL
• Entities with Relevance ,
Sentiment and Type
• Keywords with Relevance,
Sentiments
• Concepts
Watson Bluemix
Caller Text Agent Text
• Question: what does Targeted
Sentiment provide above Entity and
Keyword Sentiment ?
Con’d on Next Slide
pipeline

Tone Analyzer
Caller Text
Agent Text
2
• Social Summary
• Language Style
• Emotion
• Emotion Trend thru conversation
Watson Bluemix – Con’d
Tone Analyzer
• Social Summary
• Language Style
• Emotion
• Emotion Trend thru conversation
• OVERALL CALL
• Social Summary
• Language Style
• Emotion
Agent Insights
NLC, Alchemy API, Tone Analyzer
OVERALL CALL Insights
Caller Insights
pipeline

Use Case 4: Apple Business Chat

Easy to Integrate
• Customer and Partner chatbot
and on-prem messaging
application server available
publicly at Cisco DevNet and
Github

Cisco connect winnipeg 2018 connected ai for cisco customer care

Cisco connect winnipeg 2018 connected ai for cisco customer care

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