ICM Hub SOCAP Talk May 11th 2017

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Slides for the ICM Hub talk at the SOCAP Chicago Chapter event "How A.I. and Chatbots are Changing the Customer Experience" on May 11th 2017. http://www.socap.org/events-education/event/2017/05/11/chapter-meeting/chicago-chapter---how-a.i.-and-chatbots-are-changing-the-customer-experience

Technology

Intelligent customer interaction for airlines
Hi, it's me ... [your best agent]
SOCAP Chicago Chapter May 11th 2017
Oliver Cox
https://www.linkedin.com/in/olivercox/
https://twitter.com/ollycox
Carlos La Borde
https://www.linkedin.com/in/carloslaborde/

What matters is the impact technology
has on those that use it or beneﬁt from
it’s use.

What’s the impact?
Travelers
Instant response
Anytime, anywhere 
Companies
Reduced costs
More availability
Service Agents
Less repetition
More challenge

The Market
The global Virtual Digital
Assistant market will grow
to $15.8 billion in 2021.*
Global Customer Care Market
$26bn
Source: Research and Markets Forecasts quoted by Business Wire / absolutereports.com
GLOBAL CHATBOT MARKET 2017-2021

More than 60% of all customer service
requests could be dealt with
autonomously by 2021

Our Journey
From there to here
and the bumps in between

Our Market Assumptions
• High customer service costs
• A problem worth solving
• Propensity to buy

Our Product Assumptions
• Customer would use it
• It could be built

The Three Pillars - Pillar Two
• The ability to extract key data
Could you give me directions to the hospital?

The Three Pillars - Pillar Three
• The ability to converse

The Power of the Pyramid
Breadth of Understanding
ValueFrequency

How we do it
Iterative phased approached focused on
learning and improving quickly

How we do it
Phase 1
Use case selection
Phase 3
Soft launch
Phase 2
Internal testing
12 Weeks

Let go and do it
It’s porn for managers. But same as porn, it rarely
has something in common with the real life."
Jan Ambroziewicz

Carlos La Borde
carlos@icmhub.com
Linked In: carloslaborde
Oliver Cox
olly@icmhub.com
LinkedIn: olivercox
Twitter: @ollycox

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ICM Hub SOCAP Talk May 11th 2017

1. Intelligent customer interaction for airlines Hi, it's me ... [your best agent] SOCAP Chicago Chapter May 11th 2017 Oliver Cox https://www.linkedin.com/in/olivercox/ https://twitter.com/ollycox Carlos La Borde https://www.linkedin.com/in/carloslaborde/

6. What matters is the impact technology has on those that use it or beneﬁt from it’s use.

7. What’s the impact? Travelers Instant response Anytime, anywhere  Companies Reduced costs More availability Service Agents Less repetition More challenge

8. YEAH AND?

9. The Market The global Virtual Digital Assistant market will grow to $15.8 billion in 2021.* Global Customer Care Market $26bn Source: Research and Markets Forecasts quoted by Business Wire / absolutereports.com GLOBAL CHATBOT MARKET 2017-2021

10. More than 60% of all customer service requests could be dealt with autonomously by 2021

11.

12.

13. Our Journey From there to here and the bumps in between

14. Product Market Fit

15. Our Market Assumptions • High customer service costs • A problem worth solving • Propensity to buy

16. Our Product Assumptions • Customer would use it • It could be built

17. Our First Pilot

18. Three Pillars

19.

20. The Three Pillars - Pillar Two • The ability to extract key data Could you give me directions to the hospital?

21. The Three Pillars - Pillar Three • The ability to converse

22. The Power of the Pyramid Breadth of Understanding ValueFrequency

23. How we do it Iterative phased approached focused on learning and improving quickly

24. How we do it Phase 1 Use case selection Phase 3 Soft launch Phase 2 Internal testing 12 Weeks

25. Everyone can use this approach

26. Let go and do it It’s porn for managers. But same as porn, it rarely has something in common with the real life." Jan Ambroziewicz

27. Carlos La Borde carlos@icmhub.com Linked In: carloslaborde Oliver Cox olly@icmhub.com LinkedIn: olivercox Twitter: @ollycox

ICM Hub SOCAP Talk May 11th 2017

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