artifical intelligence in customer service
TRANSCRIPT
TWO WEEK ADVENTURE
ARTIFICIAL INTELLIGENCE (AI) IN CUSTOMER SERVICE
TWO WEEK ADVENTURE
WHO WE WORK WITH
TWO WEEK ADVENTURE
CUSTOMER EXPECTATIONS ARE EVOLVING AT A SCARY RATE
Solve my problem
Make it easyAdd value
Make it fun
TWO WEEK ADVENTURE
CUSTOMER SERVICE: IT’S EXPENSIVE & IT DOESN’T WORK
U.S. organizations spend $112 billion on call center labor and soft-ware, yet half of the 270 billion customer-service calls go unresolved each year
TWO WEEK ADVENTURE
OK, BUT AI? SERIOUSLY!?
AI’S HAVE LEARNT TO READ AND TO SPEAK … AND USE GENERAL KNOWLEDGE, ANALOGY AND METAPHOR
Q: EDIBLE RHYME TIME: “A LONG, TIRESOME SPEECH DELIVERED BY A FROTHY PIE TOPPING.”
THE WANG BANG
TWO WEEK ADVENTURE
SERIOUS CAPABILITIES
• COMMUNICATES ON CUSTOMERS’ OWN TERMS
• CONVERSATIONAL IVR
• MAKE USE OF ALL THE KNOWLEDGE THAT THE COMPANY HAS BUILT UP … EVER
• PRIORITIZE AND SOLVE PROBLEMS THE WAY A HUMAN COULD
TWO WEEK ADVENTURE
Company Databases Publicly AvailableCatalogues
Terms+Conditions Amazon
Yelp
Tripadvisor
Tech Support Communities
Customer Forums
Call Centre LogsEmails
Product DisclosuresTraining Manuals
TWO WEEK ADVENTURE
WHY USE AI’S?
Cost Quality Knowledge Collapse Roles
TWO WEEK ADVENTURE
EXAMPLES
• “HOW DO I DIVERSIFY MY PENSION INVESTMENTS?”
• “WHAT ARE THE FLIGHTS BETWEEN LONDON AND ASIA THAT I CAN BOOK WITH AIR MILES?”
• IBM TECHNICAL SUPPORT SERVICES
• USAA
• ANZ BANK PRIVATE WEALTH GROUP, BEGINNING WITH INSURANCE OFFERINGS.
TWO WEEK ADVENTURE
“Imagine if you could sit down with an adviser and, in the time it takes to make a cappuccino, Watson will pull up all of your accounts,
read all the fine print, and tell you what kinds of insurance protection you’re missing or where you’re overcovered.”
TWO WEEK ADVENTURE
CUSTOMER EXPECTATIONS ARE EVOLVING AT A SCARY RATE
Solve my problem
Make it easyAdd value
Make it fun
TWO WEEK ADVENTURE
CONCLUSIONS
• EVOLUTION IS BEGINNING
• UNDERSTAND YOUR CUSTOMER JOURNEY
• UNDERSTAND THE KNOWLEDGE YOU HAVE
• GIVE YOUR CUSTOMERS A BETTER SOLUTION, AND REAP THE REWARDS