Phil Gray (EVP Business Development Interactions) presentation at the Assist Workshop 2015

1. Artificial Intelligence at Work 2016
THE RISE OF INTELLIGENT VIRTUAL ASSISTANTS

2. 2© 2016 Interactions LLC Proprietary and Confidential.
WHAT WE DO
We provide intelligent Virtual Assistant
solutions that enable businesses and
consumers to communicate effectively.
HOW WE DO IT
Our Adaptive UnderstandingTM
technology seamlessly blends artificial and
human intelligence to provide an
experience that is just like interacting with
an agent
WHY IT MATTERS
An unprecedented customer experience
that builds brand loyalty and delivers a
dramatic reduction in cost.

3. WHAT IS AN INTELLIGENT VIRTUAL ASSISTANT
A virtual assistant is an artificial intelligent system that
emulates a person who helps in a particular work
Types of Intelligent Virtual Assistants
– Personal assistant
– Customer service or sales agent
– Travel, health, or financial
– Vehicles or connected homes
– Combinations
They often have distinct names and well defined personas
3© 2016 Interactions LLC Proprietary and Confidential

4. “ARTIFICIAL INTELLIGENCE RENAISSANCE”
4
AI ML
Natural Language Processing
Speech & Vision Recognition
Reasoning and Planning
Conversational Interaction
Classification
Deep Neural Networks
Reinforcement Learning
Sequence Learning
Perfect storm today for AI
– Advances in Machine Learning, Speech, Natural Language,
Vision, coupled with Computation, Cloud, and previously
unprecedented levels of investment
Key application of AI
– Intelligent assistants: Interactive systems that emulate a
person in helping with a particular work
DATA

6. Desire to decrease the significant and continued
spend in live agents
Evolution towards Omni-channel (e.g., IVR, chat,
SMS, social, mobile)
Acceleration of the digital economy and the rise
of digital natives
Existing self-service solutions are becoming
obsolete
WHAT’S DRIVING INTELLIGENT VIRTUAL
ASSISTANTS IN CUSTOMER CARE?

7. HUMAN
MACHINE
ARTIFICIAL INTELLIGENCE COMBINED WITH HUMAN INTELLIGENCE
First Generation
• Humans use the
computer as a tool
• Computers do some
tasks humans do others
• Some interfaces blend
computers and humans
Next Gen (AI + Humans)
• AI application takes on the
role of the human
• AI application requests the
service of a human when it
needs it
• Human requests the service
of an AI app when he needs it
• AI application continually
learns from Humans

8. 8© 2016 Interactions LLC Proprietary and Confidential.
TXU SAVES $2.5 MILLION ANNUALLY
WITH its Intelligent Virtual Assistant “Ivy”
24% decrease in agent contacts
5 year net savings of $12.5 million
11% increase in customer satisfaction rating to 91%

9. 9© 2016 Interactions LLC Proprietary and Confidential.
EYEMED REDUCES CALLS TO AGENTS
BY 40% WITH NEW Intelligent Virtual
Assistant
Projected annual savings of $900K
40% reduction in calls to agents

10. © 2016 Interactions LLC Proprietary and Confidential. 10
HYATT SAVES $4.4 MILLION
WITH Intelligent Virtual Assitant
Generates annual ROI exceeding 349%
Maintains Hyatt's outstanding NPS
Image: Hyatt Hotels

11. A LOOK TO THE FUTURE
A potential to redefine many aspects of work
– What do humans do best?
– What do virtual assistants do best?
– How do the two interrelate?
– How do we leverage productivity gains?
Virtual Assistants that truly learn from their own past
experiences as well as their human counterparts
Virtual Assistant that know you and are context
aware – independent of any device or contact point
Ultimately provide capabilities beyond that of human
assistant for performing tasks, solving problems, and
enhancing customer experience
11© 2016 Interactions LLC Proprietary and Confidential