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

1. www.creativevirtual.com
Chatbots & Your Customers:
A Realistic Look at Using AI & Machine Learning
Chris Ezekiel, Founder & CEO
@chrisezekiel @creativevirtual

2. Machine Learning & AI in 2017

3. Media hype & over promising created
unrealistic expectations
. . .which has led to disappointment.

4. Gartner Hype Cycle
CRM Customer Service & Customer
Engagement, 2017
Source: Gartner, 2017

5. But also look
to the

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. Where and how do today’s customers
want to engage with brands?

8. Meet customer expectations with chatbots
Anytime,
Anywhere
Seamless,
Effortless
On Any Device
Native Language
Personalised

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. 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. 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. Why should chatbots use
a hybrid approach to
self-learning?

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. A little about

15. Let’s connect!
By email:
chris@creativevirtual.com
On Twitter:
@chrisezekiel
On the web:
www.creativevirtual.com