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Chatbots & Your Customers: A Realistic Look at Using AI & Machine Learning

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Chris Ezekiel, Founder & CEO of Creative Virtual, presented this session as part of the 2017 AI & Robotics conference in London.

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Chatbots & Your Customers: A Realistic Look at Using AI & Machine Learning

  1. 1. www.creativevirtual.com Chatbots & Your Customers: A Realistic Look at Using AI & Machine Learning Chris Ezekiel, Founder & CEO @chrisezekiel @creativevirtual
  2. 2. Machine Learning & AI in 2017
  3. 3. Media hype & over promising created unrealistic expectations . . .which has led to disappointment.
  4. 4. Gartner Hype Cycle CRM Customer Service & Customer Engagement, 2017 Source: Gartner, 2017
  5. 5. But also look to the
  6. 6. Gartner predicts by 2022: 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. Source: Gartner, 2017
  7. 7. Where and how do today’s customers want to engage with brands?
  8. 8. Meet customer expectations with chatbots Anytime, Anywhere Seamless, Effortless On Any Device Native Language Personalised
  9. 9. Customers want instant answers Source: Morar Consulting, 2016 69% of consumers reported they would choose to interact with a chatbot before a human because they want instant answers
  10. 10. Live Demos  National Rail Enquiries (Web, Contact Centre, Facebook, Facebook Messenger)  InterContinental Hotels Group (Facebook Messenger)  HSBC Hong Kong (Multi-lingual)  Chase (Personalisation)  V-Person Live Chat™
  11. 11. Feedback Loop: Combining virtual & real Virtual Agent provides content for Live Agents Live Agents submit real-time feedback on content V-Portal™ automatically creates change request in workflow Content team reviews feedback and makes knowledgebase updates Team approves and deploys updates across all customer contact channels
  12. 12. Why should chatbots use a hybrid approach to self-learning?
  13. 13. Semantic StatisticalSurveys Feedback Loops Human Curation A hybrid approach of human curation of content and self-learning enables the system to continually improve while also allowing control over the reliability of virtual agent responses.
  14. 14. A little about
  15. 15. Let’s connect! By email: chris@creativevirtual.com On Twitter: @chrisezekiel On the web: www.creativevirtual.com

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