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Improve your customer care by building an AI platform with the use of Google Cloud

Improve your customer care by building an AI platform with the use of Google Cloud

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Lee Boonstra

June 18, 2019
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  1. Lee Boonstra @ Google Customer Engineer, Google Cloud (2,5 years)

    Dialogflow Expert Chapter Lead ERG Gayglers Public Speaker (since 2013) Writer/Blogger for Techzine, .Net Magazine, Marketingfacts.nl, CustomerTalk.nl and Google Cloud Blog www.leeboonstra.com
  2. Lee Boonstra before Google Book Writer O’Reilly (Hands-on Sencha Touch

    2, mobile web development) Technical Trainer @ Sencha Inc. 2012 - 2016 Lead Client-side Engineer @ Valtech 2009 - 2012 Senior Java Developer @ Accenture 2007 - 2009 Founder of my own company 2004 www.leeboonstra.com
  3. Improve your customer care by building an AI platform with

    the use of Google Cloud Lee Boonstra Sales engineer Google Cloud
  4. Chatbots are expected to trim business cost by more than

    $8 billion per year by 2022 Juniper Research
  5. Chatbots exists since the 90’s… So why are they popular

    now?
  6. FIRST CHATBOT, 1994

  7. SHIFT FROM A MOBILE FIRST TO AN AI FIRST STRATEGY

  8. HOW DID YOU LEARN YOUR FIRST LANGUAGE?

  9. 9 Chatbots is all about Machine Learning! • Natural Language

    Understanding • Intent Matching • Speech to Text • Text to Speech (Wavenet)
  10. How to create chatbots?

  11. None
  12. GOOGLE CLOUD HAS OVER 100 BUILDING BLOCKS INSTEAD LET’S FOCUS

    ON SOLUTIONS
  13. Introducing 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 Cloud Natural Language Cloud AutoML NL Dialogflow Enterprise Cloud Translation Cloud Speech-to-Text 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
  14. 14 • 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) • Direct integration with 15+ channels like Google Assistant, Slack, Twilio, Facebook... Development suite for building Conversational UIs.
  15. Dialogflow for Enterprises • Built on Google Cloud Platform infrastructure,

    easy integration with over 100 Cloud components • Cloud Support and SLA available • Compliance • Extensive Documentation and training programs available. • Powerful IAM; User Roles and Permissions • Stackdriver integration for automatic logging, debugging, tracing and error reporting • Unlimited API call quotas
  16. Types of Chatbots and the use cases

  17. Three types of chatbots Chatbots Chatbots in websites, apps, or

    on social media like Facebook Messenger, Slack.... Voice Activated Speakers Smart Assistants, like Google Assistant, Alexa, Siri, on mobile phones and devices like Google Home, Google Hub, Watches, TVs... Callbots Chatbots integrated in IVR systems, phone reservation systems, contact centers...
  18. Chatbot / Web Chatbot • Chatbots for internal processes. •

    Chatbots that face customers. • Chatbots to collect feedback. • Topic Modelling • Chatbots for intent matching (Natural Language for Searching on websites.) • Chatbots on social media.
  19. Use Case: ING Bank Public facing chatbot Inge of ING

    Bank. Customers can ask ‘Inge’ information about their accounts and debit cards. Inge can detect the sentiment. When customers get frustrated, it will automatically route the user to a human agent.
  20. Architecture: Chatbots Dialogflow Enterprise Website Human Agent

  21. Google Assistant Action • Voice interface will be the future,

    since it’s very accessible. • Google Assistant has over 1 billion of users. • According to Adobe Analytics, 71% of owners of smart speakers use voice assistants at least daily, and 44% using them multiple times a day. • Extend the Google Assistant with your apps. Users expect your brand to be available on smart speakers.
  22. Use Case: Rabobank Ok Google, talk to Rabobank. The Rabobank

    Assistant can help you with banking via voice. You can request your balance, transfer money or set budget notifications. It’s available in multiple languages for Google Assistant on mobile devices and on the Google Home.
  23. Confidential + Proprietary Confidential + Proprietary You will need to

    design your conversation
  24. 24 Website Filter on account name or account number Lot’s

    of results on a screen.
  25. 25 Website with Natural Language... Natural way of asking!

  26. 26 How much have I spent on taxis last month?

    It looks like, you spent about 20 euros on taxis last month. You took the TCA taxi twice. Voice channels There’s no screen. Focus on the conversation.
  27. 27 It looks like, you spent about 20 euros on

    taxis last month. You took the TCA taxi twice. Here’s an overview: Voice channels with screens How much have I spent on taxis last month? Focus on the conversation. But also display stuff.
  28. 28 Assistance is not just about voice

  29. Confidential + Proprietary Confidential + Proprietary What happens under the

    hood?
  30. Google | Proprietary & Confidential 30 GOOGLE ASSISTANT USER Hey

    Google.. Idle
  31. Google | Proprietary & Confidential 31 GOOGLE ASSISTANT USER Hey

    Google.. ..will it rain today? Listening
  32. Google | Proprietary & Confidential 32 GOOGLE ASSISTANT USER WEB

    SERVER Hey Google.. ..will it rain today? GET www.weather.com/info city: Amsterdam Date: 2019-02-06 Recognizing
  33. Google | Proprietary & Confidential 33 GOOGLE ASSISTANT USER WEB

    SERVER Hey Google.. ..will it rain today? GET www.weather.com/info city: Amsterdam Date: 2019-02-06 { location: “amsterdam” weather: “rain”, temperature: 8 } Thinking
  34. Google | Proprietary & Confidential 34 GOOGLE ASSISTANT USER WEB

    SERVER Hey Google.. ..will it rain today? GET www.weather.com/info city: Amsterdam Date: 2019-02-06 { location: “amsterdam” weather: “rain”, temperature: 8 } Yes, it will rain in Amsterdam all day today. Speaking
  35. Confidential + Proprietary Confidential + Proprietary How can you build

    your own action on top of the Google Assistant?
  36. 36 3rd party integration Extend the Google Assistant with your

    own custom actions. Hey Google, let me talk to BookAMeetingRoom Welcome, how can I help you? I want to book a meeting room for 3 persons. Let’s get BookAMeetingRoom Sure, for when? Tomorrow, from 2pm to 3pm.
  37. 37 Ok Google, talk to __________. Ok Google, connect me

    with __________. Ok Google, get __________. Start a 3rd party action There is an app directory! (appstore). And the Google Assistant can give app suggestions.
  38. 38 • Write the conversation - Dialogflow (Enterprise) • Deploy

    on GA+ UX components - Actions on Google Optional: • Back-end integration - Fulfillment app (dialogflow/aog SDK) • Communication to back-ends - Your own APIs What do I need to build my own action?
  39. 39 • 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
  40. Architecture: Google Assistant Dialogflow Enterprise Google Assistant

  41. Contact Center Frustrations • Long waiting / hold times •

    Unlimited Call transfers • IVR difficult to navigate • Availability • Inadequate information • Agents have to answer same types of questions over and over again.
  42. With AI in your Contact 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
  43. Use Case: Health Insurance The (health) insurance sector deals with

    contact center spikes. At the end of the year, customers are able to change their insurance. Which results in long waiting times and students that aren’t trained, picking up the phone. Calls needs to be monitored, to gather analytics about the type of questions and provided service.
  44. Architecture: Contact Center without AI Call Center Agent

  45. Architecture: Contact Center Dialogflow Enterprise Agent Assist Call Center Agent

    Text to S Speech
  46. Demo’s

  47. Babs the Banking Bot Web Chat Google Assistant 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.
  48. Which customers are unhappy and why? (Analytics)

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

  50. Collect real-time chats from Dialogflow SDK

  51. Mask sensitive Information with DLP API

  52. Understand the text with NLP API

  53. Store all data in a data-warehouse

  54. Optimize your agent

  55. Confidential + Proprietary Advanced Chatflow with machine learning bot analytics

    User types to custom UI or channel Chatbot replies Dialogflow Enterprise Customer Client JS Angular 5 web front-end Kubernetes Engine Chat Server Dialogflow SDK / socket.io Kubernetes Engine Back-end CRM Python / Django Kubernetes Engine Container Registry Containers images can be stored in the Container Registry Messaging Publisher Pub/Sub Webhook Router Cloud Function Webhook Container Builder Building Dev Pipelines
  56. Confidential + Proprietary Advanced Chatflow with machine learning and bot

    analytics User types to custom UI or channel Chatbot replies Dialogflow Enterprise Customer Client JS Angular 5 web front-end Kubernetes Engine Chat Server Dialogflow SDK / socket.io Kubernetes Engine Back-end CRM Python / Django Kubernetes Engine Subscription Cloud Function Sensitivity Filter DLP API Sentiment Detector NLP API Data Warehouse BigQuery Messaging Publisher Pub/Sub Webhook Router Cloud Function Webhook
  57. Conclusion

  58. Confidential + Proprietary Wouldn’t it be nice to build one

    AI solution that can answer all questions and is available from anywhere
  59. BigQuery Dialogflow Enterprise Text to S Speech Google Assistant Website

    Social media Channel Agent Assist Call Center Agent Your System Social media Channel
  60. Confidential + Proprietary But if even if you just add

    one new AI channel. You can improve your customer experience and trim business costs.
  61. Like smart assistants... Dialogflow Enterprise Google Assistant Call Center Agent

  62. Thank you! My Examples http://www.futurebank.nl https://github.com/savelee/kube-django-ng https://github.com/GoogleCloudPlatform/tulip My Blue print

    https://cloud.google.com/blog/products/ai-machine-learnin g/simple-blueprint-for-building-ai-powered-customer-servi ce-on-gcp
  63. Workshop Do it yourself: https://tinyurl.com/y4htjz99 Ok Google, let me talk

    to the TV Guide Welcome, I’m the Dutch TV Guide. You can ask me the following: What’s on a channel? What’s on RTL 4? Sure! Here’s The TV Guide Enter Earcon On RTL 4: At 7am: Nieuws At 7:30am: Nieuws ... Exit Earcon . . .
  64. None