1.
1
SPEAKER NAME
SPEAKER TITLE
Smart Answers for
Employee and Customer
Support After COVID-19
June 03, 2020
Steven Mierop, Senior Solutions Engineer
Radu Miclaus, Director Product, AI and Cloud

2.
2
Today’s Speakers
Radu Miclaus
Director of Product, AI and Cloud
Steven Mierop
Senior Solutions Engineer

3.
3
Agenda
■ Current challenges and opportunities
■ Use cases and benefits
■ Smart Answers solution overview
■ Customer care demo

4.
4
“31% of CIOs have already deployed
or are in short-term planning to
deploy conversational platforms, up
from 21% from 2018.”
Gartner | JULY 2019

5.
5
“By 2025, customer service
organizations that embed AI in their
multichannel customer engagement
platform will elevate operational
efficiency by 25%.”
Gartner | JULY 2019

6.
6
In 2020, COVID19 has forced business to
go virtual
● Millions of employees now working from home
● Exposed the weaknesses in current information
discovery tools
● Created an explosion of online support requests
● Reduced the available call center/support resources

7.
7
Limitations of
traditional chatbots
■ Static, rules-driven
workflows
■ Limited domain knowledge
■ Non-contextual
■ Complex to integrate and
scale with backend systems
■ Leave users frustrated and
without answers

8.
88
✓Immediate, contextual answers to
natural language questions
✓Improves self-service customer
support and call deflection
✓ Aids agent effectiveness
✓Enables employee self-service
✓May replace static,
customer-facing
knowledge
base systems
SMART ANSWERS ON LUCIDWORKS FUSION
An advanced deep learning add-on for chatbots and virtual
assistants

9.
9
CUSTOMER SUPPORT
■ CALL CENTERS: IMPROVES
AGENT EFFECTIVENESS WITH
FAST ANSWERS &
RECOMMENDATIONS
■ SELF-SERVICE PORTALS: MAKE
CHATBOT SUPPORT SESSIONS
MORE INTERACTIVE FOR
HIGHER RESOLUTION RATES
■ DEFLECT MORE CALLS: FREE
SUPPORT TEAM TO FOCUS ON
THE HARDER PROBLEMS

10.
1010
ECOMMERCE
PRODUCT
DISCOVERY
■ SELF-SERVICE ANSWERS
AT POINT OF SALE
IMPROVE CLICK-
THROUGH RATES
■ EASIER PRODUCT
DISCOVERY IMPROVES
ADD-TO-CART RATES
■ SHOPPER SATISFACTION
INCREASES AVERAGE
ORDER VALUE AND
RETURN VISITS

11.
11
EMPLOYEE HELP DESK
SELF-SERVICE
■ 1ST TIME REMOTE WORKERS:
HELP THEM FIND WHAT THEY
NEED FROM AFAR
■ DIGITAL ASSISTANTS &
CHATBOTS DEFLECT
HELPDESK TICKETS
■ PERSONALIZED ANSWERS
OFFLOAD TRANSITIONAL
QUESTIONS ON HR, TRAVEL,
AND EXPENSE REPORTING
POLICIES

12.
12
Smart Answers Demo

13.
13
CUSTOMER CARE
“How well customers are taken
care of while they interact with a
brand.”
- Forbes

14.
14
Multichannel Customer Experience

15.
15
Demo

16.
16
About Databak
• Data Backup and Recovery
• Overloaded Call Centers
• High Customer Support Cost
• Inflexible Legacy Search Application
CASE STUDY

17.
17
Smart Answers Differentiators
Smart Answers comes with connected resources for fast time to value
Robust ML &
deep learning
Interpret user intent and
deliver relevant results.
Cold-start method for when
there are no existing FAQ
docs.
Scalable
enterprise search
Fusion’s index and query
pipelines reduce the long-term
burden of managing and scaling
backend systems.
Pluggable API
framework
Easily integrate Smart
Answers with existing chatbot
frameworks and knowledge
bases to build and scale faster.
Low-code model
training
Allows users without data
science expertise to train
and deploy ML models.

18.
18
Smart Answers with existing curated FAQs
18
Model Training Model Publishing Model Serving
DOCUMENTS
SEARCH
COLLECTION
SEARCHUI
INDEX PIPELINE QUERY PIPELINE
Model
Upload to Fusion Store
Model Callable from Index
and Query Pipelines
Offline Training:
Deep Learning Word Vector Model loaded to
Container and Job Execution
Chatbot
framework
Capture User feedback as signals
& use to retrain the model
FAQ Documents
(Q/A Pairs)
Input Output
Rank By Fusion
Optimized Query
Pipeline
Model Train Job

19.
19
FAQ Training Job

20.
20
Pipeline Stages for Smart Answers

21.
21
Scalable & intelligent chatbots w/ Smart Answers
Smart Answers speeds time-to-value with deep learning and semantic search

22.
22
Google Dialogflow Integration example
Configure Voice-Assisted Search

23.
23
Learn More
Read the blogs:
The Technology Behind Effective Self-Service
https://lucidworks.com/post/technology-behind-effective-self-service/
When In-Person Shopping Isn’t an Option
https://lucidworks.com/post/actionable-ecommerce-metrics/
Contact us: https://lucidworks.com/contact/
Check out these resources to learn more about Smart Answers

24.
2424
Questions & Answers

25.
25