Leveraging Machine Learning to Delight Customers
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Presented by Erez Barak, Partner Group Program Manager at Microsoft, at Customer Success Summit 2018. Artificial Intelligence and Machine Learning have come to fruition but what does it really mean for your CS organization? What does AI and ML really mean and how they can be applied to increase efficiency and accelerate insights.
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Leveraging Machine Learning to Delight Customers
- 1. Leveraging Machine Learning to Delight Customers Erez Barak - Senior Director Product Management Microsoft, AI Division
- 2. Machine learning is the result of more powerful computers being able to process very large amounts of data to “learn” from
- 3. Machine learning is being used for many business activities
- 5. Leveraging Machine Learning to Delight Customers Serving a Diverse Portfolio @ Scale Reduce Customer Churn
- 7. Serving a Diverse Portfolio @ Scale • Reduce call handle times, reduce the actual overall wait for the customer and increase customer satisfaction • Expand the percent of issues addressed with digital tools to 70-80 percent with AI • Have people focus on the large ticket items, head customers and largest opportunities for revenue. 8 Solutions built from the ground up with AI and already serving over 650,000 sessions per week
- 8. How we do this in Microsoft? 9 Solutions built from the ground up with AI and already serving over 650,000 sessions per week
- 12. Customer Churn Prediction • Continuously estimate the likelihood of customer churn for millions of customers. • Azure Machine Learning can predict churn probability and helps find patterns in existing data. • This information empowers businesses with actionable intelligence to improve customer retention and profit margins. 13
- 13. How go I start using AI? • Integrate AI with your core enterprise scenarios. • Solutions should focus on scenarios enterprises rely on to serve their customers. • Find and own valuable data that no one else has. • Take a systemic view of your business, and find data adjacencies. • Focus on Augmenting People, Not Replacing Them 14 https://www.microsoft.com/en-us/ai According to Gartner, 46% of CIOs have developed plans to deploy AI but only 4% have.
- 14. Thank you!
Editor's Notes
- More compute More data DL is the biggest driver
- How should I be thinking about it? Put AI to work on activities that have an immediate impact on revenue and cost. Look for opportunities in which AI could help you produce more products and customer satisfaction with the same number of people you have today. Look to existing solutions as a starting point
- Personalization Predict machine failures Forecast and manage production
- Key examples of delighting customers
- Imagine if you could predict as much as this …
- Imagine if you could predict as much as this …
- This is support.Micorosft.com.en-us and if you select Contact Us, it connects you with our Virtual Agent So let's walk through the experience a customer would do in order to contact support
- Now you can see I am on a page that gives me the option to get started
- We are now going to switch gears and have see what the agent sees You can see the agent sees the full interaction customer has had with the bot, they don’t need to start the conversation from scratch Skylight is presenting content to the agent on another step that may resolve that issue, This is where it gets really cool, you have the power of human and AI coming together, the agent can advise if that step helped or not This also helps us onboard agents more quickly.
- Imagine if you could predict as much as this …
- Imagine if you could predict as much as this …