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Contact Center AI

Contact Center AI

Lee Boonstra

March 19, 2020
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  1. Increase Contact Center
    Productivity & Efficiency
    by using Google Cloud Contact Center AI
    Lee Boonstra
    Developer Advocate, Google
    @ladysign

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

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  3. 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

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

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  5. FIRST CHATBOT, 1994

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

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  7. 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....

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  8. 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.

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  9. 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

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

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  11. 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.

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  12. 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

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  13. 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

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  14. 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.

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  15. 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

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  16. 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...

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  17. 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:

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  18. 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.

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  19. 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.

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  20. 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

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  21. 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

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  22. 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

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  23. 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

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  24. Google Contact Center AI
    How does it work?

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

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  26. 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.

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

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  28. 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

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  29. 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

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  30. Lee Boonstra | @ladysign

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  31. 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

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  32. 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

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

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

    View Slide

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

    View Slide

  36. 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

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

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

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  39. “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”

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

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

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

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  43. Conclusion

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  44. 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

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

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  46. 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

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

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  48. Thank you!
    Lee Boonstra | @ladysign
    [email protected]

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