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Contact Center AI

Lee Boonstra
December 03, 2018

Contact Center AI

Presented at Dialogflow Day

Lee Boonstra

December 03, 2018
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  1. Improve your
    customer care
    November 28, 2018

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  2. Lee
    Boonstra
    Customer Engineer
    Google
    @ladysign

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  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

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  4. 1
    Facts about bots

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  5. 50% of enterprises
    will spend more on bots
    than traditional mobile app
    development by 2021
    Gartner

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  6. Chatbots are expected
    to trim business costs
    by more than $8 billion
    per year by 2022
    Juniper Research

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  7. I can speak faster
    than that I type
    Lee Boonstra

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  8. Consumers
    have high
    expectations
    Based on data collected in Fall 2017
    from sample of 1,051 U.S. adults,
    ages 18-64.

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  9. The bots are coming

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  10. 2
    Customer Care

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  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

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  12. Confidential + Proprietary
    Chatbots exists since the 90’s…
    So why are they popular now?

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  13. 13
    1994, the first chatbot was born
    2016, Focus on AI First

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  14. Machine Learning
    How did you learn your first
    language?
    or

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  15. Confidential + Proprietary
    What’s so futuristic
    about call centers?

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  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

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  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

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  18. Confidential + Proprietary
    Voice activated speakers?
    Smart assistance?

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  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.

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  20. Meet the
    Google
    Assistant
    It’s your own
    personal Google,
    always ready to
    help.

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  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.

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  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...

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  23. 70% of
    requests are in
    natural
    language
    Is it gonna rain tomorrow?
    Tomorrow it will be sunny
    In Amsterdam!

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  24. Assistance
    is not just about
    voice

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  25. 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

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  26. What is possible
    in Customer Care
    https://youtu.be/3bzFHZWOGdc

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  27. ● Deploy/UX on Google Assistant - Actions on Google
    ● Write the conversation - Dialogflow Enterprise
    ● Integrate in call center - Contact Center AI
    Technology you would need

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  28. ● 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

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  29. ● 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.

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  30. 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

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  31. 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

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  32. 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

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  33. 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

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  34. 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

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  35. Contact Center AI Agent Assist
    Telephony / Audio Integration Alpha
    Article Suggestion Alpha
    Conversation Transcripts and Context Alpha
    Question and Answer Alpha

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  36. Let’s create a bot together
    (Knowledge Base Connector)

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  37. 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.).

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  38. Which customers are unhappy and why?
    (Analytics)

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  39. How can I improve the user experience?
    (Analytics)

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  40. Collect real-time chats
    from Dialogflow SDK

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  41. Mask sensitive
    Information
    with DLP API

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  42. Understand the text
    with NLP API

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  43. Store all data in
    a data-warehouse

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  44. Optimize your agent

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  45. Make it available for smart assistants
    (Actions on Google)

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  46. 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.

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  47. Sure!
    I’d like to transfer 100 euro
    to my wife her bank
    account.”
    A customer communicates with
    the Google Assistant

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  48. What happens under the hood...

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  49. Make it available for phones.
    (Phone Gateway)

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  50. 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.

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  51. 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).

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

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  53. BigQuery
    Dialogflow
    Enterprise
    Text to
    S Speech
    Google
    Assistant
    Website
    Social media
    Channel
    Agent
    Assist
    Call Center
    Agent
    Your System
    Social media
    Channel

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  54. Confidential + Proprietary
    But if even if you just add one new AI channel.
    You can improve your customer experience
    and trim business costs.

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  55. Like smart assistants...
    Dialogflow
    Enterprise
    Google
    Assistant
    Call Center
    Agent

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  56. Lee Boonstra - @ladysign
    Thank you!

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  57. Appendix
    Contact Center AI documentation
    https://cloud.google.com/solutions/contact-center/
    Dialogflow documentation
    https://cloud.google.com/dialogflow-enterprise/

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  58. Duplex
    https://www.youtube.com/watch?v=D5VN56jQMWM

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