Increase Contact Center Productivity & Efficiency by using Google Cloud Contact Center AI Lee Boonstra Developer Advocate, Google @ladysign

Lee Boonstra | @ladysign Lee Boonstra Developer Advocate, Conversational AI Applied AI Engineer Google @ladysign

Lee Boonstra | @ladysign ● Salesforce is using Google (GA360, G Suite) ● Google is using Salesforce (prefered CRM) ● and... Innovation in contact centers when your current contact center uses an IVR system by using chatbot technology! Salesforce & Google partnership

Lee Boonstra | @ladysign Chatbots are expected to trim business cost by more than $8 billion per year by 2022 Juniper Research Lee Boonstra | @ladysign

FIRST CHATBOT, 1994

Lee Boonstra | @ladysign Chatbots. It's all about Machine Learning. ● Natural Language Understanding ● Intent Matching ● Speech to Text ● Text to Speech (Wavenet)

Lee Boonstra | @ladysign There are different types of chatbots... Bots in Contact Centers Chatbots integrated in IVR systems, phone reservation systems, contact centers... Voice Assistance Smart Assistants, like Google Assistant, Alexa, Siri, on phones and devices like Nest Hub, Watches, TVs... Chatbots Chatbots in websites, apps, or on social media like Facebook Messenger, Slack....

Lee Boonstra | @ladysign Bots in a telephone contact center are actually much more complicated... Turn on the lights Short utterance. -> Match to 1 intent. Long utterance. Many possible intent matches.

Lee Boonstra | @ladysign ...and speech quality is critical ● Phone Quality: 8kz mono ● Background noises ● Speaker Diarization (multiple speakers / interrupting each other) ● Requires special IVR features

Lee Boonstra | @ladysign Think about the last time you called a contact center...

Lee Boonstra | @ladysign Often the reality looks like this: ● Long waiting / hold times ● Unlimited Call transfers ● IVR difficult to navigate ● Availability ● Inadequate information ● Agents have to answer same types of questions.

Lee Boonstra | @ladysign 60% of customers expect self-service of customers prefer personal contact (not necessarily with humans) Note: US statistics millennials; Source: Zendesk, Statista, Strategy Analytics, HBR, Ovum, USA market, CISCO VNI of customers want real-time assistance 64% 75% Customers expect great, flexible, & personal experiences

Lee Boonstra | @ladysign GREAT customer experience 66% Will pay a premium POOR customer experience Revenue There's a lot to win and lose Source: State of the connected customer 2016 57% Will stop buying 71% Will stay loyal 52% Will move to a competitor 72% Share good experiences 62% Share bad experiences Loyalty Advocacy

Lee Boonstra | @ladysign This is where Contact Center AI comes in... Use Artificial Intelligence, to make the experience of calling a service number better. Better for the customer & better for the agent.

Lee Boonstra | @ladysign Google, leader in AI We are investing a lot in voice technology and AI! Machine Learning Expertise: ● Deepmind ● Tensorflow ● Google Assistant ● Speech APIs Extensive Customer Expertise ● Google Search ● Youtube

Lee Boonstra | @ladysign Introducing Google Cloud Contact Center AI Out of the box solution for telephony contact centers to use AI. No machine learning expertise required. It's using popular Google Cloud components...

Customer Journey Channels: Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance GDPR | SLAs | Scalable Architecture | Cloud Infrastructure IVR / telephone partnerships make integration with your existing technology easy CCAI IVR Partners:

Customer Journey Channels: GDPR | SLAs | Scalable Architecture | Cloud Infrastructure Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance Automatic Speech Recognition & Speech Synthesizer Speech to Text / Text to Speech CCAI IVR Partners: Speech to Text Automatic speech recognition. Provide up to 5k phrase hints to bias the recognizer. Language auto detection. Supports 120+ languages. Text to Speech Synthesize speech with Deepmind's Wavenet technology. 187+ voices. 32+ languages. SSML support.

Customer Journey Channels: GDPR | SLAs | Scalable Architecture | Cloud Infrastructure Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance Dialogflow NLU / Intent Matching: Dialogflow Virtual Agent CCAI IVR Partners: Automatic Speech Recognition & Speech Synthesizer Speech to Text / Text to Speech Dialogflow Intent detection. Popular tool in the chatbot community over 1.2M developers.

Customer Journey Channels: GDPR | SLAs | Scalable Architecture | Cloud Infrastructure Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance Dialogflow NLU / Intent Matching: Dialogflow Virtual Agent CCAI IVR Partners: Automatic Speech Recognition & Speech Synthesizer Speech to Text / Text to Speech Agent Assist Live call transcription & suggestions. Knowledge bases. Topic Modeling & Insights AI Insights, discovering the abstract topics that occur in a call. Call Search, Scoring, Sentiment Analysis Human handover Route calls from a bot to a live agent and vice versa. Agent Assist | Topic Modeller | Human Handover

Customer Journey Channels: Administration: Role Based Access | Mega Agent Orchestration GDPR | SLAs | Scalable Architecture | Cloud Infrastructure Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance Dialogflow NLU / Intent Matching: Dialogflow Virtual Agent Integrations: Knowledge Bases CCAI IVR Partners: Automatic Speech Recognition & Speech Synthesizer Speech to Text / Text to Speech Agent Assist | Topic Modeller | Human Handover Fulfillment

Lee Boonstra | @ladysign Improve the user experience with Contact Center AI for the consumer Bots that listen and give on screen solutions to the human agent. ● Always the correct answer ● 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 Dialogflow Virtual Agent Agent Assist

Lee Boonstra | @ladysign Make impact for the live agent & business Agents ● Give real-time help ● Shorten training cycles ● Improve Call Quality ● Close cases more quickly & helpfully Business ● Insights into the topics that are actually being discussed. ● Call transcripts ● Integrate with your existing infrastructure. ● Cost reduction

Google Contact Center AI How does it work?

Lee Boonstra | @ladysign How it works 1. Integrates with your telephone IVR system

Confidential & Proprietary When your current contact center uses an IVR telephony partner, you can integrate chatbots in your Salesforce service cloud. Google takes care of the audio & understanding of speech. Salesforce uses Einstein to provide smart suggestions.

Lee Boonstra | @ladysign How it works 1. Integrates with your telephone IVR system 2. Understands speech

Lee Boonstra | @ladysign Google Contact Center has specific IVR features, which is essential in a the telephony space. ● Barge In Allows users to interrupt the chatbot flow ● Silence Detection How long we wait, till we figure nobody says anything ● DTMF tone recognition Parse tones as numeric entities ● Async fulfillment Allows for long running operations to be done on the customer backend ● TTS Pre Recording Enables static prompts to be interleaved with dynamic STT values

Lee Boonstra | @ladysign How it works 1. Integrates with your telephone IVR system 2. Understands speech 3. Detect Intents (Chatbot technology) & query the information from a knowledge bases

Lee Boonstra | @ladysign

Lee Boonstra | @ladysign How it works 1. Integrates with your telephone IVR system 2. Understands speech 3. Detect Intents (Chatbot technology) & query the information from a knowledge bases 4. Text to Speech

Lee Boonstra | @ladysign When you sound like a computer. People treat you like a computer. (...and you will miss all the difficult questions). This is why CCAI makes use of Wavenet Technology. ● Deep generative model of raw audio waveforms ● Voices sound natural and unique ● Capture subtleties like pitch, pace, and all the pauses that convey meaning ● Create New voices in weeks i.s. Months https://deepmind.com/blog/wavenet-generative-model-raw-audio/ Making use of DeepMind's WaveNet Technology

Lee Boonstra | @ladysign Standard WaveNet Try Text-to-Speech with any text! Try seamless, immediate, speech-text-speech translation!

Lee Boonstra | @ladysign Standard WaveNet Try Text-to-Speech with any text! Try seamless, immediate, speech-text-speech translation!

Lee Boonstra | @ladysign Standard WaveNet Try Text-to-Speech with any text! Try seamless, immediate, speech-text-speech translation!

Lee Boonstra | @ladysign 1. Integrates with your telephone IVR system 2. Understands speech 3. Detect Intents (Chatbot technology) & query the information from a knowledge bases 4. Text to Speech 5. Show transcripts, agent models, insights Provides suggestions in real time How it works

Lee Boonstra | @ladysign What's possible with Contact Center AI in combination with Salesforce Service Cloud.

Lee Boonstra | @ladysign What's possible with Contact Center AI in combination with Salesforce Service Cloud.

“Let me take care of that.” 24/7, immediate, human-like conversation Resolves standard issues Seamlessly transfers “Let me transfer you to a specialist.” “Hello! How can I help?” The experience Listens in & provides turn-by-turn guidance and recommendations “We have been binge watching GOT”

Lee Boonstra | @ladysign Service Cloud & Google Cloud Contact Center AI

Lee Boonstra | @ladysign CCAI: Virtual Agent CCAI: IVR Integration Service Cloud & Google Cloud Contact Center AI

Lee Boonstra | @ladysign Service Cloud & Google Cloud Contact Center AI CCAI: Virtual Agent CCAI: IVR Integration CCAI: Agent Assist

Conclusion

Where we are now ● Improve your contact center productivity & efficiency. Start today, prepare your virtual agent with Dialogflow. ● GA since November 2019, for the US market. ● For the Dutch market, we are piloting with selected customers to optimize our solution in your contact center. Please reach out to Google. Lee Boonstra | @ladysign

Wouldn’t it be nice to build one AI solution that can answer all questions and is available from anywhere

Lee Boonstra | @ladysign BigQuery CCAI Virtual Agent Text to S Speech Google Assistant Website Social media Channel Agent Assist Contact Center Agent Your web services & databases

You can improve your customer experience and trim business costs by implementing chatbot technology in your IVR based contact center

Thank you! Lee Boonstra | @ladysign leeboonstra@google.com