Contact Center AI

Presented at Dialogflow Day

Transcript

1. Improve your customer care November 28, 2018
2. Lee Boonstra Customer Engineer Google @ladysign
3. Facts Chatbots How to improve Customer Care • Solutions for Voice Activated Speakers • Solutions for Call Centers • Solutions for Chatbots What we will cover Demos • Agent Assist Video • Demo: Collect Insights • Demo: Knowledge Base Connectors • Demo: Phone Gateways Technology • Dialogflow • Actions on Google • Contact Center AI
4. 1 Facts about bots
5. 50% of enterprises will spend more on bots than traditional mobile app development by 2021 Gartner
6. Chatbots are expected to trim business costs by more than $8 billion per year by 2022 Juniper Research
7. I can speak faster than that I type Lee Boonstra
8. Consumers have high expectations Based on data collected in Fall 2017 from sample of 1,051 U.S. adults, ages 18-64.
9. The bots are coming
10. 2 Customer Care
11. 3 ways how you can improve your customer experience Voice Activated Speakers & smart assistants. Chatbots in websites, apps or social media platforms. Call centers, IVRs
12. Confidential + Proprietary Chatbots exists since the 90’s… So why are they popular now?
13. 13 1994, the first chatbot was born 2016, Focus on AI First
14. Machine Learning How did you learn your first language? or
15. Confidential + Proprietary What’s so futuristic about call centers?
16. Now let me put you on hold... Common frustrations • Long waiting / hold times • Unlimited call transfers • IVR is difficult to navigate (Press 1 for… ..Press 9 for…) • Availability (Sorry, we’re closed after 5pm.) • Inadequate information • Being told to head to the website
17. With AI in your call center... Bots that listen and give on screen solutions to the human agent. • Always answers the right question. • Shorten hold times • Shorten the call time Bots that understand your question. • No longer you need to listen to audio recordings & press keys. • You don’t need to be transferred from one agent to the other Bots that can answer / resolve common questions. • Shorten hold times • Shorten the call time • Availability • No longer you’ve been told to look on the website
18. Confidential + Proprietary Voice activated speakers? Smart assistance?
19. Your customers expect you to be available on smart assistants. (Just like they expect you to have a website.) Ask question any time of the day, at any location where they are. You will need to be available where you customers are.
20. Meet the Google Assistant It’s your own personal Google, always ready to help.
21. Terminology Google Assistant — The virtual assistant of Google. Out of the box on Android 6+. For iOS available as app. Action — A third party app, running on top of the Google Assistant. Google Home — Voice-activated speaker powered by Voice. Smart Display — Voice-activated speaker with screen powered by Voice and Touch.
22. • Manage tasks Ok Google, what’s my confirmation number for my flight? • Plan the day Ok Google, how is my commute to the office? • Get answers: Ok Google, who is the King of the Netherlands? • Make memories Ok Google, remember I left my keys on the Kitchen table. • Control your home Ok Google, turn off the bedroom lights. • Enjoy Entertainment Ok Google, play the Pixies on Spotify. Things you can ask Google...
23. 70% of requests are in natural language Is it gonna rain tomorrow? Tomorrow it will be sunny In Amsterdam!
24. Assistance is not just about voice
25. 3 Technology
26. Cloud AI Less ML expertise More ML expertise Cloud AI solutions Cloud Job Discovery Contact Center Document Understanding Cloud AI building blocks Cloud AI platform Cloud ML Engine Cloud Video Intelligence ML professionals & service partners ASL Professional Services Organization Cloud AutoML Vision Vision Cloud Vision Language Conversation Cloud Natural Language Cloud AutoML NL Cloud Translation Cloud Speech-to-Text Dialogflow Enterprise Cloud Text-to-Speech Cloud AutoML Translation New New New Cloud GPU Cloud TPU Cloud Dataflow Cloud Dataproc Machine & Deep Learning ML accelerators ML libraries Tensorflow Kubeflow Kaggle/datasets Datasets
27. What is possible in Customer Care https://youtu.be/3bzFHZWOGdc
28. • Deploy/UX on Google Assistant - Actions on Google • Write the conversation - Dialogflow Enterprise • Integrate in call center - Contact Center AI Technology you would need
29. • Bring your agents to smart speakers (Google Home) or phones (Android, iOS app) • Actions on Google includes: ◦ UI toolkit, ◦ Audio toolkit ◦ Account Linking API ◦ SDKs ◦ tutorial guides • UI components such as: ◦ Buttons, Images ◦ Cards, Carousels, ◦ Lists ◦ Tables Program for developers of Actions (“apps”) that run via Google Assistant Actions on Google
30. • Previously known as API.AI ◦ (Sept 2016, acquired by Google) • Powered by Machine Learning: ◦ Natural Language Understanding (NLU) ◦ Intent Matching ◦ Conversation Training • Cross platform • Build faster with the Web UI • Scalable: separate your conversation text from code • Speech / Voice Integration • Multi-lingual bot support (20+ languages) • Part of Google Cloud (60+ cloud services) Dialogflow Development suite for building Conversational UIs.
31. Contact Center AI Agent Assist When calls are forwarded to a live agent, Agent Assist presents machine-learning-driven insights, helping the agent provide personalized and relevant upsells. Virtual Agent Build powerful Virtual Agents that automate customer conversation with Dialogflow. Agent/Topic Modeller Tools for automatic bot building to personalize the data of the agent. 3 core components
32. Virtual Agent Dialogflow Enterprise Components for Contact Centers • Chat Integrations • Phone Gateway • Google Assistant Integrations • Knowledge Base Connector • Text to Speech / Speech to Text • Sentiment Detection • Back-end fulfillment
33. A Journey of a Customer Issue Customer Phone Chat Agent Topic Modeling Topics, Keywords, Top sentences Agent Assist Contextual Routing Topic Modeling Topics, Keywords, Top sentences Article Suggestions Q & A Knowledge Connectors Knowledge Base Virtual Agent / Dialogflow NLP, Intents Call and chat logs Technology from Google
34. 34 Calls Chats Customer Experience Suite Agent Assist Knowledge Connectors Knowledge Service Live Agent Chat Bot Customer Emails IVR Partner Support Software Speech API Bot takes the role of an agent Bot takes the role to assist an agent Connect to IVR through partners
35. New Dialogflow features Dialogflow Phone Gateway Beta Knowledge Connectors Beta Built-in sentiment analysis Beta Built-in Text-to-Speech Beta Automatic Spelling Correction Beta
36. Contact Center AI Agent Assist Telephony / Audio Integration Alpha Article Suggestion Alpha Conversation Transcripts and Context Alpha Question and Answer Alpha
37. 4 Demos
38. Let’s create a bot together (Knowledge Base Connector)
39. Knowledge Connectors Dialogflow lets you pre-build explicit responses to specific user intents. Knowledge Connectors enrich the conversation by complementing explicit intents with automated responses sourced from internal knowledge bases (articles, FAQs, etc.).
40. Which customers are unhappy and why? (Analytics)
41. How can I improve the user experience? (Analytics)
42. Collect real-time chats from Dialogflow SDK
43. Mask sensitive Information with DLP API
44. Understand the text with NLP API
45. Store all data in a data-warehouse
46. Optimize your agent
47. Make it available for smart assistants (Actions on Google)
48. 3rd party integration Extend the Google Assistant with your own custom actions. Hey Google, let me talk to Babs The Banking Bot Welcome, how can I help you? I want to transfer money. Let’s get Babs the Banking Bot How much do you want to transfer? 100 euro.
49. Sure! I’d like to transfer 100 euro to my wife her bank account.” A customer communicates with the Google Assistant
50. What happens under the hood...
51. Make it available for phones. (Phone Gateway)
52. Phone Gateway Lets you instantly convert any Dialogflow virtual agent into a conversational IVR (Interactive Voice Response) system. Based on the same Google infrastructure used by Google Voice, Project Fi, Google Hangouts. Telephony service, speech recognition, NLU, and speech synthesis are handled out-of-the-box.
53. Built-in Text-to-Speech Dialogflow uses Cloud Text-to-Speech powered by DeepMind’s WaveNet technology (closes audio-quality gap with human speech by 70%) to deliver natural, precise speech responses. Useful for telephony as well as IoT applications (e.g., cars, TVs).
54. 6 Conclusion
55. Confidential + Proprietary Wouldn’t it be nice to build one AI solution that can answer all questions and is available from anywhere
56. BigQuery Dialogflow Enterprise Text to S Speech Google Assistant Website Social media Channel Agent Assist Call Center Agent Your System Social media Channel
57. Confidential + Proprietary But if even if you just add one new AI channel. You can improve your customer experience and trim business costs.
58. Like smart assistants... Dialogflow Enterprise Google Assistant Call Center Agent
59. Lee Boonstra - @ladysign Thank you!
60. Appendix Contact Center AI documentation https://cloud.google.com/solutions/contact-center/ Dialogflow documentation https://cloud.google.com/dialogflow-enterprise/
61. Duplex https://www.youtube.com/watch?v=D5VN56jQMWM