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Sakha Global - Artificial Intelligence in Customer Service

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Sakha Global - Artificial Intelligence in Customer Service

Delivering on increasing customer expectations is possible with the help of practical application of artificial intelligence for customer service, by combining the best of human and machine intelligence. As artificial intelligence technology matures, businesses are including it in their strategic investment roadmaps. Customer service is an area where a lot of attention is being paid to reap efficiency gains. This slideshare presents some of the ways that businesses are augmenting their customer care units with AI and how Sakha Global can help.

Delivering on increasing customer expectations is possible with the help of practical application of artificial intelligence for customer service, by combining the best of human and machine intelligence. As artificial intelligence technology matures, businesses are including it in their strategic investment roadmaps. Customer service is an area where a lot of attention is being paid to reap efficiency gains. This slideshare presents some of the ways that businesses are augmenting their customer care units with AI and how Sakha Global can help.

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Sakha Global - Artificial Intelligence in Customer Service

  1. 1. What he hates? And more…… And more…… And more……
  2. 2. What does he like?
  3. 3. Why Customer Service calls are old school now?? Because, its expensive and it doesn’t work!
  4. 4.
  5. 5. 1in3 38% of customers want to initiate sales discussions themselves than a brand approaching them - No matter how relevant/personalised the approach is!!! 46% brands say customers & prospects prefer to complete a purchase or resolve services issues without speaking to a human associate, if possible of customers want to interact with their brand over Social Media of sales and marketing practitioners say digital/mobile technology has caused how their customers and prospects interact with them 40% of brands agree that people now do more research on their own before making a purchase 48% Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)
  6. 6. Yes, Chatbots Can!! They are the future in delivering customer experience 
  7. 7. Chatbot is a program designed to simulate conversation with human users on a messaging platform
  8. 8. An example of a Chatbot
  9. 9. 7 Reasons Bots Should be a Part of your Strategy Bots are omni-channel Texting is 10X more effective than email marketing or social media You can deliver proactive notifications in real time Get instant feedback by asking survey questions The modern customer demands quick responses, and social media isn’t cutting it. 1 2 3 4 5 6 7 Engaged customers spend more Get more out of your mobile development.
  10. 10. Brands prefer these platforms or networks to build a chatbot for…. Facebook messenger is preferred most (92%) among businesses to build Chatbots , folowed by Slack and Twitter. 80% of businesses want to use in-house Chatbots on their sites. Source - Chatbot survey 2017 by Mindbowser and Chatbots journal
  11. 11. Industries most benefited from Chatbots Source - Chatbot survey 2017 by Mindbowser and Chatbots journal
  12. 12. We can plot some of the more popular chatbot technologies on a two- dimensional plane in terms of their flexibility/robustness: Source : Griddy Dynamics - Chatbots in retail: 2017 is shaping up to be a big year (Jan 10, 2017)
  13. 13. Behind the GUI, different chatbot architectures are employed to solve different problems. A good way to understand what drives the specific architecture of each chatbot is to map a chatbot's capabilities to the complexity of tasks it is trying to solve.
  14. 14. Companies interested in developing a chatbot should implement these basic building blocks and integrate them based on the application domain. The design and implementation should be heavily influenced by the trade-off between flexibility and robustness Source : Griddy Dynamics - Chatbots in retail: 2017 is shaping up to be a big year (Jan 10, 2017)
  15. 15. How is the industry accepting it?
  16. 16. conversations per day is handled by Wechat , deployed by China Merchants Bank. 1.5 to 2 Million It typically answers most of card balances & payment queries. 78 to 80% of Companies, Brands, Sales & Marketing teams say they have either already implemented or going to implement AI and VR and Chatbots by 2020.` Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)
  17. 17. ▸ Gartner predicts that customers will manage 85% of their relationship with the enterprise without interacting with a human. By 2020
  18. 18. of your Customer’s standard queries & interactions 30% more time for your agents for more important services & upselling 30% Chatbots can resolve Which also means Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)
  19. 19. Voice calls routing using NLP Voice Biometrics that can identify 100+ parameters to instantaneously authenticate & process a call An estimation says that 30 to 50 percent of human call center tasks can be streamlined with AI technology AI-assisted model is not limited to text inquiries…. It can also do…..
  20. 20. Efficiency gains with AI-Assisted human agent model -Live Person, A Cx Service platform provider 30% of KLM Airlines cases are resolved with the power of AI by mastering over 60,000 KLM customer questions - Dmitry Aksenov, CEO Digital Genius 35% Initial Results are promising…. Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)
  21. 21. Top 5 platforms that are trending IBM Watson Wit.ai Pandorabots Chatfuel Microsoft Bots
  22. 22. Enterprise Chatbot Development Framework
  23. 23. Chatbot Case Study Spotizen Smart parking app for Singapore – available for Android & iPhone Helps discover vacant parking spots through real-time LTA data First app to feature coupon parking locations Spotizen Facebook Messenger Bot has all features of the app through a natural language interface

Editor's Notes

  • https://kore.ai/digital-transformation-chatbots-iot-artificial-intelligence-retailers-reach-customers/
    https://www.allerin.com/blog/how-ai-chatbots-are-impacting-retail-industry
  • Facebook messenger is preferred most(92%) among business to build Chatbots folowed by Slack and Twitter.
    80% of business want to inhouse Chatbots on their sites.
  • https://blog.griddynamics.com/chatbots-in-retail-2017-is-shaping-up-to-be-a-big-year

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