The future of customer care

Transcript

1. The future of customer care Petra Stojanovic, Karlijn Pels, Lee Boonstra
2. Petra Stojanovic petrasto@google.com Karlijn Pels karlijnp@google.com Lee Boonstra leeboonstra@google.com
3. Today, consumers are curious, demanding & impatient They demand Assistance
4. New York San Francisco
5. Google translate
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
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
8. Visual search using Google Lens
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%
10. Mobile-first changed our world in less than 10 years Published November 2007
11. 26 Source: A Guide to the Internet of Things, IDC, Intel, United Nations, 2016.
12. Proprietary + Confidential Now entering: the “Age of Assistance”: Helpful, Personal & Frictionless
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
14. Consumers have high expectations Based on data collected in Fall 2017 from sample of 1,051 U.S. adults, ages 18-64.
15. 15 50% of enterprises spend more time on creating bots than on mobile app development by 2021 —Gartner
16. 16 Chatbots are expected to trim business costs by more than $8 billion per year by 2022. - Juniper Research
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
18. What is possible in Customer Care
19. 19 AI to improve your customer experience Voice Activated Speakers & smart assistants. Chatbots in websites, apps or social media platforms. AI in callcenters
20. Confidential + Proprietary Confidential + Proprietary Google Assistant
21. Meet the Google Assistant It’s your own personal Google, always ready to help.
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
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
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.
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
26. FROM DESKTOP FIRST TO AI FIRST TO MOBILE FIRST AI It is now ‘Artificial Intelligence first’
27. AI Hyperlinked websites viewed in Browsers Touch Apps run on Smartphones Conversational Agents / coordinated by Assistants Voice Typing Tap Image
29. “Hey Google, praat met Bol.com”
30. “Hey Google, praat met Albert Heijn”
31. “Hey Google, praat met PostNL”
32. “Hey Google, praat met Andrelon”
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)
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:
35. Confidential + Proprietary Confidential + Proprietary Demo Lee Boonstra @ladysign
36. 36 • Write the conversation - Dialogflow (Enterprise) • Deploy on GA+ UX components - Actions on Google What you need to build your own action
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.
38. 38 Sure! I’d like to transfer 100 euro to my wife her bank account.” A customer communicates with the Google Assistant
39. 39 What happens under the hood...
40. Confidential + Proprietary Demo Dialogflow & Assistant
41. Confidential + Proprietary Which customers are unhappy and why?
42. Confidential + Proprietary How can I improve the user experience?
43. 43 Collect real-time chats from Dialogflow SDK
44. 44 Mask sensitive Information with DLP API
45. 45 Understand the text with NLP API
46. 46 Store all data in a data-warehouse
47. 47 Optimize your agent
48. Confidential + Proprietary Demo Dashboard
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
50. BigQuery Dialogflow Enterprise Text to S Speech Google Assistant Website Social media Channel Agent Assist Call Center Agent Your System
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.
52. Like smart assistants... Dialogflow Enterprise Google Assistant Call Center Agent