- The case study examined a contact center that received 210,000 inquiries per month from customers and aimed to improve efficiency and reduce costs. - A solution implemented chatbots to drive customers to a self-service website for support 24/7, reducing tickets by 63% and customer support interactions by 4 times. - Key findings included the need to improve the findability of information on websites, enhance FAQ through machine learning on queries, and have humans involved for complex issues. The presentation recommended analyzing multi-channel customer journey data and optimizing the human-AI collaboration.

1. CASE STUDY:
How to Improve the Customer Experience
with AI & Humans
NTT Communications
Customer Services
Toshiyuki ARAI

2. Chatbot, Chatbot, Chatbot...

3. * including for the customers / employees
10+ Chatbots*
within 2 years

4. Today’s Contents
● Case
● Key Findings
● Learning from projects
● Next Steps

5. Case

6. Case:
One of In-bound Sales Contact Centers
210K
inquiries
per month
600
agents
6M
PV per month

7. Problem
◆ Contact Center Operation Perspective
○ Customer support for outside business hours
○ More complex services need longer handling time
◆ Management Perspective
○ Operational cost reduction
○ Operational efficiency
○ Establish self-service channel

8. Solution
Drive Customers
to Web Self-Service Support

9. Website sample
http://www.ntt.com/personal/services/mobile/one.html

10. User query sample (1/3)
Customer:
How much does it cost when
I telephone using 050plus in
Singapore ?

11. User query sample (2/3)
Chatbot:
Are you looking for the
information regarding the
usage fee when you place a
call overseas?

12. User query sample (3/3)
Chatbot:
Are you looking for the usage
fee when you place a call
overseas ?
Customer:
How much does it cost when
I telephone using 050plus in
Singapore ?Singapore（シンガポール） -> overseas（海外）
telephone（電話する） -> place a call（発信する）
How much does it cost (いくら)-> usage fee(料金)

13. Results
24-hour
Service
Availability
Customer
Interactions
4 times
Reduction in
Customer
Support Tickets*
63%
* Live Chat agent

14. Key Findings

15. Key Findings
Findability
Improved learnings (FAQ Quality)
Necessary human in the loop

16. Findability
Sample Q:
“Application Error is occurred. Error code is {XXXX}. What should I do ?”
Before After
I met the
Error !
I met the
Error !
Navigate the customer to chose the context of the question
Which code
is displayed ?
code is
1000 !

17. Improved Learnings (FAQ Quality)
Detect lack of content based on customer queries
Semantic
Classification
Detect lack of
content
Create / Modify
FAQ content

18. Necessary Human in the loop
Analyze why the customers want to chat with
Chat logs
w/ Live agent
Extract customer
questions
Analysis of cause

19. Learning from projects

20. * including for the customers / employees
10+ Chatbots*
within 2 years

21. Learning from projects
Practice over Theory*
*Joi Ito, Whiplash ,2016

22. Learning from projects
Practice over Theory*
Projects, Peers, Passion, Play**
*Joi Ito, Whiplash ,2016
**Mitchel Resnick, “GIVE P’S A CHANCE: PROJECTS, PEERS, PASSION, PLAY”,2014

23. Projects, Peers, Passion, Play
Projects
Passion
Play
Peers

24. AI Festival

25. Next Steps

26. What to do from here
● Analysis Multi-Channel logs (Customer Journey logs)
● Text Summarization / Knowledge Extraction
● Human in the loop Optimization

27. Summary
● Web Self-Service Support case
● Necessary human in the loop
● Learning from projects
● AI & Humans to improve Customer Journey

28. Thank you !

29. About

30. NTT Group
Regional
communication
Application
integration
Mobile
communication
Managed
ICT Service
Long distance
& international
communication,
ICT Solutions
*In FY2016

31. ➢ Operating Revenues : JPY 1,283.0B
<Global Deployment>
<NTT Com Group Employees>
➢ Offices in 41 countries/regions, 112 cities
➢ Global Network Service in 196 countries/regions
➢ Global Tier-1 IP backbone provider, one of the largest in Asia
➢ Over 140*2
data centers worldwide
<Results for FY2016>
*1 As of the end of March 2017 *2 Including plans
➢ Operating Income : JPY 132.5B
✓ Japan : Approx. 11,900
✓ Outside Japan : Approx. 9,650
➢ Total : Approx. 21,550
NTT Communications

32. Organization Structure
Board of
Directors
Audit &
Supervisory
Board
President
Audit &
Supervisory
Board
Members
Office of
Audit &
Supervisory
Board
Members
■ First Sales Division
■ Second Sales Division
■ Third Sales Division
■ Fourth Sales Division
■ West Japan Sales Division
■ ICT Consulting Division
■ Global Business
■ Voice and Video
■ Network Services
■ Cloud Services
■ Applications and Content
■ Solution Services
■ Managed Services
■ Customer Services
■ Service Infrastructure
■ Systems
■ Corporate Planning
■ Finance
■ Human Resources
■ General Affairs
■ Legal Affairs and Internal
Auditing
■ Procurements
■ Technology Development
■ Information Security
Sales
Services
Operation
OH/ Back Office

33. Customer Services division
Main operations:
Operations Support Readiness, Fulfillment and Assurance
Missions:
No1 in Customer Satisfaction and Securing global competitiveness
Services
Customer
Delivery Assurance
Facility
/
Construction
Quality
Management
Tools
Development
Sales
Front
Operation
Sales
Support

34. EOF