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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

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

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  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

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  3. Improve your customer care
    by building an AI platform with the use of Google Cloud
    Lee Boonstra
    Sales engineer Google Cloud

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

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  5. Chatbots exists since the 90’s…
    So why are they popular now?

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  6. FIRST CHATBOT, 1994

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

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  8. HOW DID YOU LEARN YOUR FIRST LANGUAGE?

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  9. 9
    Chatbots is all about
    Machine Learning!
    ● Natural Language Understanding
    ● Intent Matching
    ● Speech to Text
    ● Text to Speech (Wavenet)

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  10. How to create chatbots?

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  12. GOOGLE CLOUD HAS OVER 100 BUILDING BLOCKS
    INSTEAD LET’S FOCUS ON SOLUTIONS

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  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

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  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.

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  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

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  16. Types of Chatbots
    and the use cases

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  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...

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  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.

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  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.

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  20. Architecture: Chatbots
    Dialogflow
    Enterprise
    Website
    Human
    Agent

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  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.

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  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.

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  23. Confidential + Proprietary
    Confidential + Proprietary
    You will need to design your conversation

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  24. 24
    Website
    Filter on account name
    or account number
    Lot’s of results on a screen.

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  25. 25
    Website with Natural Language...
    Natural way of asking!

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  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.

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  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.

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  28. 28
    Assistance is not just about voice

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

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  30. Google | Proprietary & Confidential 30
    GOOGLE ASSISTANT
    USER
    Hey Google..
    Idle

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  31. Google | Proprietary & Confidential 31
    GOOGLE ASSISTANT
    USER
    Hey Google..
    ..will it rain
    today?
    Listening

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  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

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  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

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  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

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  35. Confidential + Proprietary
    Confidential + Proprietary
    How can you build your own action
    on top of the Google Assistant?

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  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.

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  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.

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  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?

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  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

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  40. Architecture: Google Assistant
    Dialogflow
    Enterprise
    Google
    Assistant

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  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.

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  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

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  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.

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  44. Architecture: Contact Center without AI
    Call Center
    Agent

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  45. Architecture: Contact Center
    Dialogflow
    Enterprise
    Agent
    Assist
    Call Center
    Agent
    Text to
    S Speech

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  46. Demo’s

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  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.

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

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

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  50. Collect real-time chats
    from Dialogflow SDK

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  51. Mask sensitive
    Information
    with DLP API

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  52. Understand the text
    with NLP API

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  53. Store all data in
    a data-warehouse

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  54. Optimize your agent

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  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

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  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

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  57. Conclusion

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  58. 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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  59. 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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  60. 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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  61. Like smart assistants...
    Dialogflow
    Enterprise
    Google
    Assistant
    Call Center
    Agent

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  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

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  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
    . . .

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