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Ponencia de Stuart Dorman en el VI #CongresoDEC

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Ponencia de Stuart Dorman en el VI #CongresoDEC

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Ponencia de Stuart Dorman en el VI #CongresoDEC

  1. 1. Director de Innovación del Grupo SABIO
  2. 2. © Sabio Group© Sabio Group Case study Singapore Government Humanising complex services with AI
  3. 3. © Sabio Group Face to Face
  4. 4. © Sabio Group Telephone
  5. 5. © Sabio Group Web
  6. 6. © Sabio Group Smartphone
  7. 7. © Sabio Group© Sabio Group Call Centre Telephony UI 1980 Mobile Touch UI 2010 Web Graphical UI 2000 Face 2 Face 1000’s of years The UI Era More Automation/Less Human
  8. 8. © Sabio Group Artificial Intelligence
  9. 9. © Sabio Group© Sabio Group Call Centre Telephony UI 1980 Mobile Touch UI 2010 Web Graphical UI 2000 Face 2 Face 1000’s years AI Conversational UI 2020 ASK JAMIE LAUNCH SABIO STARTS
  10. 10. © Sabio Group© Sabio Group “Ask Jamie” initiative Singapore Whole of Government Virtual Assistant • No wrong door • Simplify citizen interactions • Reduce phone calls
  11. 11. © Sabio Group Ask Jamie timeline 2014 4 sites 2015 2016 23 sites 2017 48 sites 2018 78 sites Proof of concept How did citizens respond? Live chat integration SingPass integration Awarded to Sabio Designing for the citizen Ask Jamie Voice begins answering phone calls
  12. 12. © Sabio Group Enriching customer experience Got a question? Customers, staff inter-departmental Virtual Assistant web, voice, social media, intranet Transaction APIs, Robotic PA, 3rd party Escalation Email stopper, Live chat, real agent
  13. 13. © Sabio Group© SabioGroup Ask Jamie Stats 80+ internet and intranet sites delivering up to 30% call deflection 42,000+ Knowledgebase of answers. 80+ over 80 enhancements and customisations . 10 million questions answered 50% 2017 starts answering phone calls, delivering call deflection up to 50% Made her first appearance in 2013
  14. 14. © Sabio Group
  15. 15. © Sabio Group © SabioGroup A thousand words..
  16. 16. © Sabio Group Ask Jamie Voice Sabio Digital Assistant Voice can send SMS answers Receive web answer in detail
  17. 17. © Sabio Group© Sabio Group Designing for the user
  18. 18. © Sabio Group© Sabio Group General AI StrongWeak Narrow AI We are here An AI revolution?

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