How will the explosive advancements and innovation in Digital, AI and Automation radically improve Customer Service and Experience ?

1. CUSTOMER SERVICE
INNOVATION
MALOY PATNAIK

2. DISCLAIMER AND CREDITS
All third party information featured in the presentation slides remain
the intellectual property of their respective originators. All use of
information is done under the fair use copyright principal, and I do not
assert any claim of copyright for any quotation, statistic, fact, figure,
data or any other content that has been sourced from the public
domain.
@maloypatnaik
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CONSULTING | SERVICES | PRODUCTS

4. The average attention
span in 2015 was 8.25
seconds, which is
about 2 second less
than the attention span
of a goldfish.
Source : National Center for Biotechnology Information
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@maloypatnaik

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Over 65% of all
Millennials say that they feel
good about themselves and the
company when they can solve a
problem without talking to
customer service.
Source : Millennial Research on Customer Service Expectations by The
Center for Generational Kinetics

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ARTIFICIALITY
FORMALITY
SCRIPTED

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I NNOVATI ON I S
THE ONLY WAY TO
WI N..

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LETS TALK ABOUT
INTELLIGENCE
SUPER

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Read more at : waitbutwhy.com
ANT
BIRD
CHIMP
DUMB
HUMAN
EINSTEIN
Intelligence
Time
Our Distorted View of Reality
AI Intelligence
Haha the cute AI can
match my song
preferences to my
playlist !

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Read more at : waitbutwhy.com
ANT
BIRD
CHIMP
DUMB
HUMAN
EINSTEIN
Intelligence
Time
Reality…
AI Intelligence
Haha the cute AI can
match my song
preferences to my
playlist !
What the ..!!!

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It will take several decades for the first AI system
to reach low-level general intelligence, but it will
finally happen. A computer will able to
understand the world around it as well as a
human four-year-old.
L A W O F A C C E L E R AT I N G R E T U R N S

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Suddenly, within an hour of hitting that
milestone, the system pumps out the grand
theory of physics that unifies general relativity
and quantum mechanics, something no human
has been able to definitively do.
L A W O F A C C E L E R AT I N G R E T U R N S

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90 minutes after that, the AI will become an
Artificial Super Intelligence (ASI), 170,000 times
more intelligent than a human.
L A W O F A C C E L E R AT I N G R E T U R N S

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Your Contact
Center would go
from l ook i ng l i ke
thi s…
… to l ook i ng l i ke
thi s…
Or … most likely..
Like this…
Or … perhaps..
Like this…

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T H E C O N V E R S AT I O N A L E R A
W E L C O M E T O

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C o n v e r s a t i o n a l C u s t o m e r S e r v i c e
i s i n t e l l i g e n t , p r o a c t i v e a n d
p e r s o n a l .
I t a l l o w s c a l l e r s t o q u i c k l y a c c e s s i m p o r t a n t
i n f o r m a t i o n a n d p e r f o r m c o m p l i c a t e d t a s k s
a s i f t h e y w e r e s p e a k i n g t o a l i v e a g e n t .

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Source: Nuance IVR
So How does it work ?

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CONTEXT AND
HISTORY
PAST
CALLS
SOCIAL
MEDIA
ONLINE
ACTIVTY
OMNI
CHANNEL
COMMUNI
CATION
Others
Relevant
DATA
KNOWLEDGE
AND LEARNING
BIG DATA STORE WITH MACHINE LEARNING AND NATURAL LANGUAGE
PROCESSING ALOGORITHMS
KNOWLEDGE PLATFORM AND ONTOLOGY
INTELLIGENT
AUTOMATION AUTOMATION ENGINE INSIGHTS ENGINE
Under the Hood…
CONVERATSION REAL TIME INTERACTION MANAGEMENT

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CONTEXT AND
HISTORY
PAST
CALLS
SOCIAL
MEDIA
ONLINE
ACTIVTY
OMNI
CHANNEL
COMMUNI
CATION
Others
Relevant
DATA
KNOWLEDGE
AND LEARNING
BIG DATA STORE WITH MACHINE LEARNING AND NATURAL LANGUAGE
PROCESSING ALOGORITHMS
KNOWLEDGE PLATFORM AND ONTOLOGY
INTELLIGENT
AUTOMATION AUTOMATION ENGINE INSIGHTS ENGINE
Under the Hood…
CONVERATSION REAL TIME INTERACTION MANAGEMENT
We Call this..
Infosys
Mana

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U N L E A S H I N G I N C R E D I B L E E X P E R I E N C E S . .

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F r i d g e s w h i c h r e m i n d
y o u w h e n y o u r
g r o c e r y e x p i r e s . .

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C a r s t h a t l o o k a h e a d
a n d b o o k y o u a
p a r k i n g s l o t a t t h e
c o n c e r t . .

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TO SUMMARIZE…
CONVERSATIONAL
NLP - ENABLED
VOICE, CHAT, ACTION
Contact Center Innovation Themes

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TO SUMMARIZE…
“ T h e f u t u r e i s a l r e a d y h e r e . .
I t ’s j u s t n o t e v e n l y
d i s t r i b u t e d ”
- W i l l i a m G i b s o n

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T H A N K Y O U F O R Y O U R T I M E
@maloypatnaik