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Artifical Intelligence in Customer Service

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Great presentation about Customer Experience and Artificial Intelligence. Featuring IBM Watson, how AI will save us all!

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Artifical Intelligence in Customer Service

  1. 1. TWO WEEK ADVENTURE ARTIFICIAL INTELLIGENCE (AI) IN CUSTOMER SERVICE
  2. 2. TWO WEEK ADVENTURE WHO WE WORK WITH
  3. 3. TWO WEEK ADVENTURE CUSTOMER EXPECTATIONS ARE EVOLVING AT A SCARY RATE Solve my problem Make it easy Add value Make it fun
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. TWO WEEK ADVENTURE Company Databases Publicly Available Catalogues Terms+Conditions Amazon Yelp Tripadvisor Tech Support Communities Customer Forums Call Centre LogsEmails Product Disclosures Training Manuals
  8. 8. TWO WEEK ADVENTURE WHY USE AI’S? Cost Quality Knowledge Collapse Roles
  9. 9. 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.
  10. 10. 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.”
  11. 11. TWO WEEK ADVENTURE CUSTOMER EXPECTATIONS ARE EVOLVING AT A SCARY RATE Solve my problem Make it easy Add value Make it fun
  12. 12. 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

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