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Transcript

2. Generative AI & The Age of Customer Conversation
3. Nice to Meet You Michiel Gaasterland Evangelist | CM.com E: michiel.gaasterland@cm.com T: +31651198091 Stand 172
6. Now is the Time to Embrace Customer Conversations
7. Opportunity & Responsibility in Uncertain Times Businesses are the ONLY trusted institutions (since 2021) Consumers name Affordability (84%) and Transparency (83%) as most important With 82%, “Hear our concerns, let us ask questions” comes in 3rd Source: Edelman Trust Barometer (32.000 respondents | 28 countries)
8. Source: PricewaterhouseCoopers – Future of CX report 2019 What’s Important & What Would You Pay More For? PAY MORE IMPORTANCE
10. Conversation: The Next Big Interface
11. Conversational Commerce.
12. 5 Billion Consumers Use Messaging Apps Source: Statistica
14. 90% Of 1 Billion Wechat Users Use Wechat Pay to Make Purchases Source: Tencent
15. The Lines Between Marketing, Service & Sales Are Blurring…
16. ‘’Executives would be wise to make customer care the centerpiece of any effort to transform the customer experience’’ McKinsey
17. 22 November 2022
18. 100 Million users in 2 months
19. “We are reaching the tipping point of Artificial Intelligence” Harvard Business Review
20. “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run” Amara’s Law
22. Artificial Intelligence…?
23. Artificial Intelligence…?
24. Question: Who was the first person to walk on the moon? Answer: Neil Armstrong Given the statistical distribution of words in the vast public corpus of English text, what words are most likely to follow the sequence ‘The first person to walk on the moon was’? The actual question: Source: The Guardian | John Naughton Large Language Models (LLMs)
25. LLMs – Ingredients Pre-trained foundational model Training Super smart engineers to program next- level algorithms. Lots of data; e.g. books, web pages, news & social media articles. An insane amount of computing power to train the algorithms. API
26. Adaptation Hurdles Factually Accurate Responses Observity & Control Security & Compliance
27. Strategic Considerations What’s your maturity? How to connect your business? Which LLM best fits your needs?
28. SaaS - monitor, control & report - Conversational AI + LLMs GenAI Engine - secure, compliant, LLM agnostic - API Historical Human Service Interactions Content URLs, PDFs (documents & knowledge articles) Next: Product- & customer data sources Historical Chatbot Interactions CONVERSATIONAL AI PLATFORM CONTACT CENTER AS A SERVICE
29. SaaS - monitor, control & report - GenAI Engine - secure, compliant, LLM agnostic - API Historical Human Service Interactions Content URLs, PDFs (documents & knowledge articles) Next: Product- & customer data sources Historical Chatbot Interactions Contextual service & recommendations BOTH CONVERSATIONAL AI CLOUD Real-time Q&A functionality MOBILE SERVICE CLOUD Agent answer suggestions Conversational AI + LLMs
30. AI-powered Agent Assistant
31. AI-powered Agent Assistant
32. AI-powered Agent Assistant
33. AI-powered Agent Assistant
34. Impact GenAI on Customer Conversations 1 Boost both quality & quantity of self-service content 3 Increase in efficiency and accuracy for call center operations 2 Automated conversations become more natural and personalized 4 Maximizing value of human service through agent augmentation
35. Customer Conversations 2030 1 The number of brand conversations will increase drastically 3 5% of conversations will be handled by AI- augmented agents 2 95% of brand conversations will be handled by AI
36. 80% of early adapters in Generative AI report at least 5% revenue growth and up to 40% in cost savings Source: Forbes | LTIMindtree
37. Q&A Let’s go