leveraging bots, ai & nli around sales and service bots, ai & nli around sales and service...
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October 27, 2016 | Proprietary and confidential information. © Mphasis 2016
12 Questions to ask as you chart bot strategy Leveraging BOTs, AI & NLI around Sales and Service
Yesh Subramanian, SVP Digital
@ysubramanian2 (Digital Yesh)
OCT 27, 2016
October 27, 2016 | Proprietary and confidential information. © Mphasis 20162
ChatBots frequently in the news (last few days)
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1. Importance of a Use Case Driven Approach
2. Mapping your initiatives to Business Value
3. 12 Questions to ask around key Considerations
4. The role of a Specialist Services partner in your strategy
5. Higher level comfort on how to chart your course
In the Next 30 minutes, I hope you walk away with 5 Things
October 27, 2016 | Proprietary and confidential information. © Mphasis 2016
Self-Service a key
paradigm for Digital
67% of consumers want to
get things done themselves through self-service
- Harris Poll, Aug 2014
October 27, 2016 | Proprietary and confidential information. © Mphasis 2016
Texting is the most engaging channel
worldwide
Email response rates are down
Phone calls feel inconvenient
Consumer Behavior has ChangedNEW WAYS OF COMMUNICATING
App-Fatigue: Discovery & engagement
challenges for Mobile Apps
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Aki Ranin- Barclays
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Goal: Building individualized, cost-optimized experiences
Different Types of Customers x multiple channels x products x stage in funnel
CONTACT
CENTER
DEAL
CONTACT
CENTER
PROSPECT
CONTACT
CENTER
LEAD
CONTACT
CENTER
CUSTOMER
Quick Chats to Clarify
Quick Chats to
Court
Quick Chats to Choose/
Close
Confirmations
• Going where the people are
• Bounding Conversations
• Help users Help you
• Identify Sentiments & Relate
• Deliver Next Best Action
Complex Tradeoffs
Addons, Form fills
Upsell leveraging
historyProduct
Information
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What makes for good Chatbots?
Chatbots are most effective in situations where a customer is trying to resolve routine issues, complete specific tasks like placing an order, or guiding a user through a multi-step process. The benefit is the ability to “close the loop with the customer along a process, efficiently and in a delightful way,” –Gillin CEO Relay Networks
#1 Drive it with Well Defined Use Cases. Start small
They are an effective way to market to and onboard prospective customers
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Enterprises <- -> Customers Verbatim
COSTLY QUESTIONS DRIVE ENTERPRISE OVERHEAD
“Where is my order?”
“How do I update my
picture?”
“I emailed you my
application, have you
received it?”
“Can you reset
my password?”
“Your credit card has expired,
can you update your new
details?”
“Your domain is about to expire,
do you want to renew it?”
“Your checks will be
delivered on Tuesday at
2.00 pm, will you be there?”
“Do you want to find out
how much insurance
coverage is right for you?”
“When will I
receive my
check?”
“How do you want to
handle the insufficient
funds in your account?”
#2 Define Targeted Use Cases (samples for Customer Service)
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Text: #overdraft
To: 87487
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Bots suited for Text Based InteractionsA MYRIAD OF SELF-SERVICE WORKFLOWS
Overdraft Notification
CSS & NPS
Transaction Confirmations
Statement Processing
Notification
Address Change
“Shopping Cart”
Completion Reminder
Card Renewal Confirmation
Approval Confirmation
Scheduling & Rescheduling
Incident TriageAdd-ons Order Confirmation
Initial Marketing
Offers
Application Completion
Notifications
Subsequent Targeted A/B
Offers
Quick and simple workflows/transactions directly impacting Business Value
#3 Prioritize by Time To Success & Business ValueDon’t need to be a brand new initiatives. Add-ons to existing are great!
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1. Cost
2. Efficiency
3. Speed/Less Friction
4. Personalization
5. Conversion
6. Sales (Fulfillment)
7. Upsell/Cross Sell
8. CSATS/NPS
9. Loyalty
10. Flexibility
Mapping Use Cases to Business Value
3 10
Overdraft Notification
CSS & NPS
Transaction Confirmations
Statement Processing
Notification
Address Change
“Shopping Cart”
Completion Reminder
Card Renewal Confirmation
Approval Confirmation
Scheduling & Rescheduling
Incident Triage
Add-ons Order
Confirmation
Initial Marketing
Offers
Application Completion Notifications
Subsequent Targeted A/B
Offers
65 2 6
7 8 9 81 924
3
4
10
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What does Self-Service 2.0 Look Like?
DESIGNED FOR THE MOBILE USER
Enterprise or consumer
initiates an automated
two-way dialog
A QUICK DEMO
A good use case is improving efficiencies of a contact center
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# 5 Think Business Users building rule-based workflows fast
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PURPOSE-BUILT FOR LARGE ENTERPRISES
Platform – Built for Integrations
Cloud based platform for self-service
Designed for integrations
- .NET, JAVA, REST APIs- Connectors for ServiceNow
ServiceBot factory
Dedicated elastic sandbox
Analytics engine forbusiness insights
Connectors for SORs-ERP, CRM, HR, Service Management
Builder Tools - Designed for non-programmers
Secure, encryptedinteractions, compliance
#6 Think of need for bot factory for repeatable workflows
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Omnichannel? Across all devices + platforms
s t a n d a l o n e o r e m b e d d e d i n t o yo u r a p p s
#7 Go beyond the customer. Consider the sales/service agents alsoThink about 3-way conversations: Customer, Agent, Chatbot
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A broader Chatbot platform
Systems of record
Security/Controls
• End-to-End Security
• Enterprise Controls
• REST APIs
Be Human
• NLP/ Voice
• Handle hate/frustration
• Complex questions
• Graphic Composer
• Inline Cards with actions
• Menu or Conversation based
Consumer Platforms
Enterprise Platforms
A single platform to create manage and deploy enterprise chatbots
#8 Consider tradeoffs : Specialization vs Onestop for enterprise contextThink about multiple considerations
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Enterprise Controls and Management
•Security• Two factor authentication
• End to end encryption
• Perfect Forward Secrecy (PFS) Technology
•Access Controls• Verifying current employee identity
• User Management
• Creating/Managing Corporate Groups
• Managing external users
•Data Controls• Remote wipe of Data.
• Audit Trail
• Control documents and attachments as per company policy
• Data Retention as per regulatory requirements
#9 Think through your security, access and data control situation
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Intell igence? Integration?
Customer self service
• A personal banking bot to help you • check your accounts, • analyze spending, • find ATMs, and • apply for new loans and credit cards
• Integrate with Core Banking, Analytics, Credit Bureaus, Products Knowledgebase, Branch & ATM Directory
9
A QUICK DEMO
#10 Consider use case complexity & need for more advanced AI and Integration
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Next Stop: Adding Voice
Not all use cases merit the use of voice or want to take the associated risks
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There are players who are pushing the Natural Language Interaction boundary further
• Enables technology to process, understand, reason and respond to
Natural Language
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What Makes for a good NLI platform?
A platform that covers every angle
Delivering natural language applications requires a
platform that is scalable, multi-lingual, device
independent and seamlessly integrates with
your back-end systems.
One that’s easy to use
To avoid lengthy development timescales, escalating costs & highly complex computational
linguistics, it must also be intelligent and
automated.
Hears every conversation
Capture, interpret and use the natural language data
of every interaction of every customer across
every channel to deliver the ultimate customer
experience
The appropriate platform enables sophisticated natural language applications to be created in record time without the need for specialist linguistic skills
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#11 A Platform that Provides Tools, Automation and Learning Across the Entire Solution Lifecycle
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#11 cont. A Platform to Deliver Multiple NL Solutions (Broad)
IoT
Mobile Web Apps Wearables IoT AI Connected Living Robotics Bots Gaming …more!
Teneo Platform
‘Big-Data’ Conversational
Analytics
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#12 Voice enabled interactionAbility to work through structured & unstructured data
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Micro-EngagementsPower your Business with
3 Partners in order of complexity handled
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HEREThe future of Ai driven Mobile Fintech is
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Artificial Solutions & the Teneo
Natural Language Interaction (NLI) PlatformMaking Technology Think
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• Mphasis, $1B Revenues, listed, part of Blackstone Group of companies
• Executed 300+ Digital projects in top 5 BCM, Insurance, and Logistics firms
• Effective Innovation Ecosystem: Mphasis Sparks & Joint Innovation Labs
• Digital Partner of Choice of 5 customers with significant repeat business
• Hyper-vertical domain specific approach
• Specialize in Enterprise Analog to Digital Transformations
• Experience in Bridging IT & Business by delivering tangible solutions
• Making digital real with business results, scalability, without pushing a platform
Quick Summary of Mphasis Digital
Yesh Subramanian, SVP Digital
@ysubramanian2 (Digital Yesh)