This document discusses optimizing customer service through business and technical solutions. It outlines problems in traditional customer service like customers having to repeat issues. Technical solutions proposed include cognitive customer service agents that can understand tone and respond appropriately. Examples given are IBM Watson Virtual Agent for conversational self-service and Nun for Arabic contact centers. The document concludes by listing references on cognitive customer service.

1. agenda
• Intro.
• Optimize CS.
– Business Solutions.
– Technical Solutions (Cognitive CS).
• References.

2. What is CS ?
• Customer service is the provision
of service to customers before, during and after a
purchase.
• Customer service may be provided by a person
(e.g., sales and service representative, web-
sites, touch-tone phone).
• Customer service is the way to keep your business
promise.
• No Customer No Business.

3. Business Solutions
• Ask without complaints.
– Service evaluation campaign in public places(ex: malls).
– SSP also could have monthly service evaluation.
– Service evaluation in branches before renewal.
– Is it worth this cost? (Default is No) select the worst
part?, clarify if you got time.
• Compensate customers for bad experience.
– More Gigabytes/invoice discounts.

4. Customer Service Problems
– 91% of customers have to contact a company multiple
times for the same reason.
– 90% are being put on hold for too long.
– 89% are forced to repeat their issue to multiple agents or
representatives.
– U.S. organizations spend $112 billion on contact center
labor and technology each year.
– 270 billion incoming customer service calls go unresolved.

5. Solutions
– Enabling immediate responses.
– Process extra large volumes of information.
– Engaging customers across all channels (Live chat,
Emails, Social media).

6. Cognitive Customer Service
• Cognitive assistants/agents .
– Is the use of IOT and AI to automate customer Service,
offering personalized interaction through natural language
conversation
– It detects sentiment and respond appropriately to tone-of-
voice.
– IBM Watson Virtual Agent.
– IST Nūn ‫ن‬Text to Speech.
– IBM Watson Tone Analyzer.
– IBM Watson Natural Language Classifier.

7. IBM Watson Virtual Agent
• It offers a cognitive, conversational self-service
experience that can provide answers and take
action.
• Additionally, deep analytics provide insights
on your customer's engagement.
• YouTube Intro.

8. Nūn
• Nūn ‫ن‬is optimized for Contact Center IVR
• Speak with Nūn ‫ن‬! Designed and built by the
biggest Arabic team of linguists in the Middle
East focusing on speech technologies within
the contact center. Nūn ‫ن‬transforms calls into
human-like conversations.

9. IBM Watson Tone Analyzer
• Service uses linguistic analysis to detect and interpret
emotions, social tendencies, and language style cues
found in text

10. • Is it hot outside?
• What is the expected high for today?
• Will it be foggy tomorrow morning?
• Should I prepare for sleet?
• Will there be a storm today?

11. Princeton Blue Cognitive Customer
Service

12. Princeton Blue Cognitive Customer
Service

13. References
• https://www.ibm.com/watson/advantage-
reports/cognitive-business-lessons/customer-service.html
• http://blog.genesys.com/3-reasons-cognitive-systems-will-
revolutionize-customer-experience/
• http://www.accenture.com/SiteCollectionDocuments/PDF/
Accenture-Global-Consumer-Pulse-Research-Study-2013-
Key-Findings.pdf
• http://princetonblue.com/solutions/cognitive-
solutions/cognitive-customer-service/