The future of customer care

Transcript

1. The future of customer care
   Petra Stojanovic, Karlijn Pels, Lee Boonstra
   

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2. Petra Stojanovic
   petrasto@google.com
   Karlijn Pels
   karlijnp@google.com
   Lee Boonstra
   leeboonstra@google.com
   

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3. Today, consumers are curious,
   demanding & impatient
   They demand Assistance
   

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4. New York
   San Francisco
   

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5. Google translate
   

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6. Ocado’s Automated Warehouse
   The British online supermarket unveiled its latest effort to automate its deliveries: an automated warehouse with +1000
   robots and IoT devices & plans to open another this year
   THE AGE OF AUTOMATION
   Google Confidential and Proprietary
   Google Confidential and Proprietary
   

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7. Amazon Go
   A prototype store that integrates various technologies to create a seamless no-employee shopping experience.
   THE AGE OF AUTOMATION
   Google Confidential and Proprietary
   

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8. Visual search using
   Google Lens
   

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9. increase in
   searches for
   ‘in de buurt’
   281%
   Source: Google Data Jan - Dec 2017 vs. Jan - Dec 2015. NL
   increase in
   ‘Zelfde dag
   bezorgd’
   searches
   150%
   increase in
   mobile
   searches for
   ‘beste’
   80%
   

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10. Mobile-first
    changed our
    world in less
    than 10 years
    Published November 2007
    

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11. 26
    Source: A Guide to the Internet of Things, IDC, Intel, United Nations, 2016.
    

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12. Proprietary + Confidential
    Now entering: the “Age of Assistance”:
    Helpful, Personal & Frictionless
    

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13. Use cases in the contact center and beyond
    Connecting businesses
    with customers
    Controlling IoT
    devices
    Connecting businesses
    with employees
    ● Customer service
    ● E-commerce
    ● Home entertainment
    ● Auto
    ● Organizational knowledge
    ● Onboarding & Helpdesk
    

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14. 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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15. 15
    50% of enterprises spend more time on
    creating bots than on mobile app
    development by 2021
    —Gartner
    

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16. 16
    Chatbots are expected to trim business costs
    by more than $8 billion per year by 2022.
    - Juniper Research
    

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17. 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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18. What is possible
    in Customer Care
    

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19. 19
    AI to improve your customer experience
    Voice Activated Speakers &
    smart assistants.
    Chatbots in websites, apps
    or social media platforms.
    AI in callcenters
    

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20. Confidential + Proprietary
    Confidential + Proprietary
    Google Assistant
    

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

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22. Clearing up some common misconceptions
    The Google Assistant
    is more than Voice Search
    The Google Assistant
    is not the same as
    Google Home
    The Google Assistant
    is not limited to voice
    

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23. Ready to help across 500M+ devices
    Think about how to
    solve for voice only
    vs. voice + screen
    Assistant devices without screens
    Assistant devices with screens
    

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24. 24
    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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25. Built on cutting edge Google tech
    Location & Context awareness
    Knowledge Graph
    Identity
    Payments
    Structured Data Markup
    Natural Language Understanding
    Machine Learning
    Individual speech recognition
    

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26. FROM DESKTOP
    FIRST
    TO AI
    FIRST
    TO MOBILE
    FIRST
    AI
    It is now ‘Artificial Intelligence first’
    

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27. AI
    Hyperlinked websites
    viewed in
    Browsers
    Touch Apps run on
    Smartphones
    Conversational Agents /
    coordinated by
    Assistants
    Voice
    Typing Tap Image
    

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29. “Hey Google, praat met Bol.com”
    

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30. “Hey Google,
    praat met Albert Heijn”
    

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31. “Hey Google, praat met PostNL”
    

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32. “Hey Google, praat met Andrelon”
    

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33. Digital Assistants statistics (US)
    On which devices do you
    use Digital Assistants?
    of people use a Digital
    Assistant at least sometimes
    59%
    Do you use Digital Assistants?
    62%
    24%
    18%
    14%
    Source: Google Consumer Survey March 2018, n = 1,568, USA (sample: people who have heard of digital assistants)
    

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34. What do users want to get out of a Digital Assistant?
    Help me get things done (e.g. How-To’s)
    Make my life easier (e.g. home control)
    Give me relevant info (e.g. about products)
    Help me stay healthy (e.g. food/diet advice)
    Entertain me
    Other
    30%
    28%
    24%
    22%
    19%
    9%
    It’s all about
    providing value
    Source: Google Consumer Survey March 2018, n = 1,492, USA (sample: people who have heard of digital assistants), multiple choice
    Our key goal today:
    

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35. Confidential + Proprietary
    Confidential + Proprietary
    Demo
    Lee Boonstra
    @ladysign
    

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36. 36
    ● Write the conversation - Dialogflow (Enterprise)
    ● Deploy on GA+ UX components - Actions on Google
    What you need to build
    your own action
    

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37. 37
    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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38. 38
    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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39. 39
    What happens under the hood...
    

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40. Confidential + Proprietary
    Demo Dialogflow & Assistant
    

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41. Confidential + Proprietary
    Which customers are unhappy and why?
    

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42. Confidential + Proprietary
    How can I improve the user experience?
    

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43. 43
    Collect real-time chats
    from Dialogflow SDK
    

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44. 44
    Mask sensitive
    Information
    with DLP API
    

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45. 45
    Understand the text
    with NLP API
    

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46. 46
    Store all data in
    a data-warehouse
    

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47. 47
    Optimize your agent
    

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48. Confidential + Proprietary
    Demo Dashboard
    

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49. Confidential + Proprietary
    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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50. BigQuery
    Dialogflow
    Enterprise
    Text to
    S Speech
    Google
    Assistant
    Website
    Social media
    Channel
    Agent
    Assist
    Call Center
    Agent
    Your System
    

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51. Confidential + Proprietary
    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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52. Like smart assistants...
    Dialogflow
    Enterprise
    Google
    Assistant
    Call Center
    Agent
    

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