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edgetier
www.edgetier.com | @shane_a_lynn | @TeamEdgeTier
AI for Customer Service
Dr. Shane L...
Customer service is a key differentiator but is a
labour-intensive and expensive process.
A new world of service
Customer expectations are getting higher
o Customers demand fast and accurate responses
o 79 % of c...
True Cost of Customer Contact
Quality
Software
Equipment
Recruiting expenses
Hourly Rates
Supervision
Repeating contactsWo...
AI: a rebranding of older terms?
COMPLEX DECISIONS SIMPLIFIED
edgetier
6
https://www.arcinsightpartners.com
AI is now beco...
COMPLEX DECISIONS SIMPLIFIED
edgetierAI: True advances
Word Vectors
Multi-dimensional
numerical
representations of
words, ...
AI: NLP / Text Classification
COMPLEX DECISIONS SIMPLIFIED
edgetier
8
Text classification is
the sorting of text
strings i...
Automation and AI has always been just around the corner
Automation and AI is just around the corner… but…
Automation and AI has always been just around the corner
“It is comparatively easy to make
computers exhibit adult level
performance on intelligence tests
or playing checkers, and...
12
“Can I get a booster seat for
my baby with my booking?”
“Where is your head office?”
“What time do you guys open on
Sat...
Examples of poor language use / understanding
13
Hi, we require a carseat for a 6 month
old and a 3 year old 16kg. On the
...
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edgetier Chatbot Usage
Chatbot Win Chatbot Fail
Information retrieval
Query qualification
Lim...
15
There’s relatively little customer
email content that you can
COMPLETELY trust an AI to parse,
understand, and action.
Examples of poor language use / understanding
Language is ambiguous.
Meaning of a word is often contextual.
Human communic...
Chatbots and AI: Market Reality
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edgetier
17
“Yet, this year, we will
continue to see chatbots...
Chatbots and AI: Market Reality
COMPLEX DECISIONS SIMPLIFIED
edgetier
18
AI: A customer service revolution?
COMPLEX DECISIONS SIMPLIFIED
edgetier
19
Salesforce Resarch 2019.
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edgetierAI Applications in Customer Care
Admin	and	Management
Insights	/	Analytics
Chat
Calls...
COMPLEX DECISIONS SIMPLIFIED
edgetierAI Applications in Customer Care
Admin	and	Management
Insights	/	Analytics
Chat
Calls...
COMPLEX DECISIONS SIMPLIFIED
edgetierAI Applications in Customer Care
Admin	and	Management
Insights	/	Analytics
Chat
Calls...
COMPLEX DECISIONS SIMPLIFIED
edgetierAI Applications in Customer Care
Admin	and	Management
Insights	/	Analytics
Chat
Calls...
COMPLEX DECISIONS SIMPLIFIED
edgetierAI Applications in Customer Care
Admin	and	Management
Insights	/	Analytics
Chat
Calls...
Human + AI Approach
Nuance of human communication
with the speed and accuracy of AI
& automation
Agent Assist Approach
AI models parse,
cleanse, and extract
meaning from
incoming customer
queries
Responses are generated...
Powerful Results
Handling time reduction
from 210 seconds to 42
seconds per inbound
contact
A single agent using
EdgeTier ...
Business Impact
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Happier Customers
Customers benefitted from
accurate and best-practi...
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www.edgetier.com | @shane_a_lynn | @TeamEdgeTier
AI for Customer Service
Technology ...
“The mechanical music box knows nothing about
music theory; likewise, chatbot machinery knows
nothing about language.”
- G...
20190410_AI_For_Customer_Service_Dr._Shane_Lynn_Edgetier
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20190410_AI_For_Customer_Service_Dr._Shane_Lynn_Edgetier

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Customer service is a key differentiator but is a labour-intensive and expensive process. Customer expectations are getting higher. Customers demand fast and accurate responses.
79 % of customers expect email resolutions within half-a-day. 81% of customers expect a social-media resolutions within 2-hours

Publié dans : Technologie
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20190410_AI_For_Customer_Service_Dr._Shane_Lynn_Edgetier

  1. 1. COMPLEX DECISIONS SIMPLIFIED edgetier www.edgetier.com | @shane_a_lynn | @TeamEdgeTier AI for Customer Service Dr. Shane Lynn Technology Ireland ICT Skillnet & Predict Breakfast Seminar April 2019
  2. 2. Customer service is a key differentiator but is a labour-intensive and expensive process.
  3. 3. A new world of service Customer expectations are getting higher o Customers demand fast and accurate responses o 79 % of customers expect email resolutions within half-a-day o 81% of customers expect a social-media resolutions within 2-hours Contact channels are shifting towards text o 64 % of people prefer to use text as a method to communicate o For younger generations, 90% of students prefer messaging over other service channels COMPLEX DECISIONS SIMPLIFIED edgetier
  4. 4. True Cost of Customer Contact Quality Software Equipment Recruiting expenses Hourly Rates Supervision Repeating contactsWorkforce Management Training Benefits
  5. 5. AI: a rebranding of older terms? COMPLEX DECISIONS SIMPLIFIED edgetier 6 https://www.arcinsightpartners.com AI is now becoming just “software”.
  6. 6. COMPLEX DECISIONS SIMPLIFIED edgetierAI: True advances Word Vectors Multi-dimensional numerical representations of words, where the numbers capture “meaning”. Neural Network Research Advances in neural network research primarily around architectures, transfer learning, and training. Computing Power Resurgence in neural computing with more powerful graphics & processor technologies.
  7. 7. AI: NLP / Text Classification COMPLEX DECISIONS SIMPLIFIED edgetier 8 Text classification is the sorting of text strings into discrete buckets.
  8. 8. Automation and AI has always been just around the corner Automation and AI is just around the corner… but…
  9. 9. Automation and AI has always been just around the corner
  10. 10. “It is comparatively easy to make computers exhibit adult level performance on intelligence tests or playing checkers, and difficult or impossible to give them the skills of a one-year-old when it comes to perception and mobility.” Morovec’s Paradox - Hans Moravec 1988
  11. 11. 12 “Can I get a booster seat for my baby with my booking?” “Where is your head office?” “What time do you guys open on Saturdays?” “How do I add a credit card to my account?” “I need to cancel my hotel room reservation.”
  12. 12. Examples of poor language use / understanding 13 Hi, we require a carseat for a 6 month old and a 3 year old 16kg. On the booking page there didnt seem to be an option for a child seat for our 3 year old so i selected booste. Please can you confirm that a suitable seat will be available. “My cat Tibbles has caught leprosy and suddenly passed away, I’m sorry, but can I cancel my booking?” “I tried to book online twice, and now have 3 bookings, but only one receipt – can you fix?” “I loved waiting in the rain for the bus that didn’t come. Brilliant. I’ll be sure to tell everyone I know.”
  13. 13. COMPLEX DECISIONS SIMPLIFIED edgetier Chatbot Usage Chatbot Win Chatbot Fail Information retrieval Query qualification Limited scope – known problems Transactional processes Complex Queries Empathy Nuanced communication Humour and Sarcasm Negotiation
  14. 14. 15 There’s relatively little customer email content that you can COMPLETELY trust an AI to parse, understand, and action.
  15. 15. Examples of poor language use / understanding Language is ambiguous. Meaning of a word is often contextual. Human communication is nuanced and complex. Hmuans are icrdbly robuss t to eorrorrs. 16
  16. 16. Chatbots and AI: Market Reality COMPLEX DECISIONS SIMPLIFIED edgetier 17 “Yet, this year, we will continue to see chatbots fail, as answer bots hit their limits and enterprises overestimate the capabilities of virtual agents” (2019)
  17. 17. Chatbots and AI: Market Reality COMPLEX DECISIONS SIMPLIFIED edgetier 18
  18. 18. AI: A customer service revolution? COMPLEX DECISIONS SIMPLIFIED edgetier 19 Salesforce Resarch 2019.
  19. 19. COMPLEX DECISIONS SIMPLIFIED edgetierAI Applications in Customer Care Admin and Management Insights / Analytics Chat Calls EmailCustomer Assist Contact Prevention Routing, Deflection and Customer-Assist Agent-Assistance Process-Optimisation Activities
  20. 20. COMPLEX DECISIONS SIMPLIFIED edgetierAI Applications in Customer Care Admin and Management Insights / Analytics Chat Calls EmailCustomer Assist Contact Prevention Routing, Deflection and Customer-Assist Agent-Assistance Process-Optimisation Activities Deflection and Auto- answer (chatbot) Chatbots, primarily used for contact deflection.
  21. 21. COMPLEX DECISIONS SIMPLIFIED edgetierAI Applications in Customer Care Admin and Management Insights / Analytics Chat Calls EmailCustomer Assist Contact Prevention Routing, Deflection and Customer-Assist Agent-Assistance Process-Optimisation Activities Deflection and Auto- answer (chatbot) Agent AssistAgent assist: Augmentation of human agents for efficiency.
  22. 22. COMPLEX DECISIONS SIMPLIFIED edgetierAI Applications in Customer Care Admin and Management Insights / Analytics Chat Calls EmailCustomer Assist Contact Prevention Routing, Deflection and Customer-Assist Agent-Assistance Process-Optimisation Activities Intelligent Routing Deflection and Auto- answer (chatbot) Understanding / Message Triage Agent Assist Queue Management Broad range of approaches to these issues, it’s important to use a fitting solution.
  23. 23. COMPLEX DECISIONS SIMPLIFIED edgetierAI Applications in Customer Care Admin and Management Insights / Analytics Chat Calls EmailCustomer Assist Contact Prevention Routing, Deflection and Customer-Assist Agent-Assistance Process-Optimisation Activities Intelligent Routing Deflection and Auto- answer (chatbot) Understanding / Message Triage Channel Optimisation Agent Assist Process optimisation Queue Management Intelligent scheduling
  24. 24. Human + AI Approach Nuance of human communication with the speed and accuracy of AI & automation
  25. 25. Agent Assist Approach AI models parse, cleanse, and extract meaning from incoming customer queries Responses are generated based on the specific query and are tailored to each individual customer Human agents approve or modify responses. Conversations are monitored until completion Topic 1 Topic 2 Topic N
  26. 26. Powerful Results Handling time reduction from 210 seconds to 42 seconds per inbound contact A single agent using EdgeTier technology can outperform 5 other agents using a ‘traditional’ system 0 50 100 150 200 250 Average Handling Time (Seconds) Responses are consistent and devoid of spelling / grammar mistakes Supercharged Customer Service Agents Best Practice Responses Less repetitive work for agents Current System EdgeTier
  27. 27. Business Impact COMPLEX DECISIONS SIMPLIFIED edgetier Happier Customers Customers benefitted from accurate and best-practice replies with faster response times Customer Effort Score +13% Speed of Response Score +14% Net Promoter Score + 8.8
  28. 28. COMPLEX DECISIONS SIMPLIFIED edgetier www.edgetier.com | @shane_a_lynn | @TeamEdgeTier AI for Customer Service Technology Ireland / SkillNet / Predict Conference Breakfast, April 2019 Irish AI Awards Winner: Nov 2018 Irish Data Science Awards Winner: September 2018 Technology Ireland Awards Finalist: Nov 2018
  29. 29. “The mechanical music box knows nothing about music theory; likewise, chatbot machinery knows nothing about language.” - George Kassabgi (@gk_)

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