This document summarizes a presentation about throwing out the rulebook on chatbots and AI. It discusses how traditional chatbots are scripted and keyword-based, while modern approaches use deep learning and practical AI. This combines the best of human and machine intelligence for seamless customer experiences. The document provides an example of how one company implemented a human+AI solution to improve customer service by having an AI bot handle basic questions and tasks to reduce agent workload and improve efficiency.

1. Throwing out the Rulebook on Chatbots & AI
Presented by:
Mikhail Naumov
Co-founder & CSO at DigitalGenius
February 28th, 2017

2. DigitalGenius
Chatbots
Fully automated conversational
experiences via SMS, LiveChat,
Facebook Messenger.
Customers:
Limited A.I. Hollywood A.I.
Over 2.5 Million messages automated
via Chat, SMS, and Mobile Messaging

3. DigitalGenius 4

4. DigitalGenius 5

5. DigitalGenius
Chatbots
Fully automated conversational
experiences via SMS, LiveChat,
Facebook Messenger.
Customers:
Limited A.I. Hollywood A.I.
Over 2.5 Million messages automated
via Chat, SMS, and Mobile Messaging
+ Scripted
+ Keyword or Action based
+ Static
+ Lots of Work

6. DigitalGenius 7
Chatbots
Fully automated conversational
experiences via SMS, LiveChat,
Facebook Messenger.
Customers:
Limited A.I. Hollywood A.I.
Over 2.5 Million messages automated
via Chat, SMS, and Mobile Messaging
Deep Learning Research
Training computers to mimic and surpass
human intelligence.
Companies to Watch:
Leadership & Team:

7. DigitalGenius 8
Chatbots
Fully automated conversational
experiences via SMS, LiveChat,
Facebook Messenger.
Customers:
Limited A.I. Hollywood A.I.Practical A.I.
Deep Learning Research
Practical A.I.
Combining the best of human & machine
intelligence in a seamless experience.
Human+AI Product
Over 2.5 Million messages automated
via Chat, SMS, and Mobile Messaging
Customers:
Partners:
Training computers to mimic and surpass
human intelligence.
Companies to Watch:
Leadership & Team:

8. DigitalGenius 9
++ Increased Customer Expectations++ Adding New Channels
++ Increasing Volumes ++ Increasing Costs

9. DigitalGenius 10
Agent + Phone
Agent + Computer
Agent
Agent + AI
quality&
efficiency
Evolution of Customer Service

10. DigitalGenius 11
++ Increased Customer Expectations++ Adding New Channels
++ Increasing Volumes ++ Increasing Costs

11. DigitalGenius 12
Solution: Human+AI
AI-Bot Human Agent
• Tagging Cases
• Suggesting Answers
• Collecting Basic Info
• Repetitive Questions
• Routing Cases
• Complex Cases
• Personalization & Humor
• Upsell Opportunities
• Churn Reduction
“we put the machine to work” ; “we make it do things human agents should not be doing”

12. DigitalGenius 13

13. DigitalGenius + KLM Airlines
“A personal approach is extremely important to
KLM. Applying artificial intelligence — KLM can
handle a greater volume of questions while still
maintaining its personal approach and speed.”
- Tjalling Smit, SVP Digital, Air France KLM
235 AgentsEnglish & Dutch Twitter & Messenger
30.1%
Cases closed with help of AI
Reduction in AHT 25,500+
AI Messages per Month
DigitalGenius 9

14. Scripted Chatbots ML Reinforced Bots Human+AI Interfaces
+ Marketing Campaigns
+ Product Launches
+ Checking the Weather
+ Customer Support
+ Outbound Sales
+ Customer Conversations
+ Performing Specific Tasks
(i.e Scheduling)
+ Style Transfer Photography

15. DigitalGeniusHuman+AI Customer Service
Questions & Discussion