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Microsoft Telco AI Brochure
The document discusses the integration of Microsoft AI and cognitive services in cloud computing, highlighting their applications in telecommunications for enhancing customer experience and operational efficiency. It emphasizes Microsoft's leadership in AI, partnerships with telecom operators like Telefónica and Vodafone, and various AI-driven tools for customer interaction, predictive maintenance, and network management. Furthermore, it outlines the benefits of using AI, such as improved customer service, increased self-service adoption, and reduced costs.
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Microsoft Telco AI Brochure
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- 6. Microsoft AI Agent ApplicationsServices Infrastructure For every person and every organization
- 7. Cortana 133 million users| 12 billion questions Agent Knows you | Knows your work + life | Knows the world 1,000+ skills and knowledge
- 8. Applications Office 365 SwiftKey Pix Customer Serviceand Support Dynamics 365 Skype Teams Calendar.help Bing
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- 10. Services Bot Framework Cognitive Services CognitiveToolkit (CNTK) Machine Learning Cortana Devices SDK
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- 13. Powering products acrossMicrosoft SpeechVision Language SearchKnowledge
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- 18. aka.ms/tmfai Microsoft leads the pack IBMand Microsoft are the leading AI platform providers among telecom operators. Microsoft is growing increasingly confident about its prospects with telcos, particularly after its win to develop Telefónica’s Aura voice-assistant service, arguably the highest- profile AI project in the telecom sector.
- 19. How are CSPsusing AI? Customer experience • Chatbots • Next best • Personalization • Retention Network automation • Autonomous • SDN / NFV / 5G • Self healing • Least cost routing Service management • QoS / SLA • Device / CPE predictive • Capacity planning New services • Speech, NLP • Translation • IoT Revenue assurance Enterprise Finance Supply chain Contracts & sales IT & helpdesk TM Forum: AI The Time is Now Dec 2017
- 20. Automated chatbots STB predictive maintenance Translationservices Automating agent actions with speech recognition Virtual agent assistants Real-time sentiment analysis with text analytics Product recommendations (NBO/NBA) AIOps + Predictive resolutions Churn prediction Call QA analytics
- 21. NetworkMarketing Sales ITCustomerService General & ERP customer experience analytics automated customer care (bots) churn management & scoring recommendations & next best action STB predictive maintenance network anomaly detection … and many more Azure Machine Learning Cognitive Services
- 23. Vodafone TOBi pioneered new ways of customer interaction Vodafoneturned TOBi into a smarter version of itself by leveraging Microsoft Cognitive Services. Azure Bot Service speeds up the development time and provides the flexibility to scale TOBi on different channels while maintaining a unified cognitive foundation based on Language Understanding and Speech services. Azure Stream Analytics and Data Lake enables ingesting millions of events to obtain valuable insights on how to optimize the cognitive layer and the customer experience. Watch Watch TOBi serves more than 1.5M customers every month with an 80% resolution rate.
- 24. Telefonica Aura pioneered newways of customer interaction Cognitive intelligence will allow us to understand our customers better, so they can then relate to us in a more natural and easy way, and generate a new relationship of trust with them based on transparency and the control of their data.” — José María Álvarez-Pallete Chairman and CEO Telefonica ‟ Watch
- 25. TIM furthers itsdigitization journey by announcing a new Artificial Intelligence partnership with Microsoft TIM will work with Microsoft to create a system based on big data, data analytics, and AI, to enhance the company’s offerings, allowing it to create tailor-made products and tools.
- 26. Three improves customer assistancewith self-service chatbot Results A richer, more personalized customer experience Natural language question-and-answer capabilities Ability to hand off interactions to live agents Report and receive information about coverage and outages
- 29. The Super Agent Real-timecall transcription Real-time translation Contextual knowledge base search Case routing by sentiment, topic, expert Case resolution prediction Sentiment analysis Product recommendations
- 31. Call Quality Rating& Assurance Challenges Quality and consistency Aggressive SLA w/ $ Manual, big $ and few calls (3%) Solution & Benefits Speech, Text, Sentiment, Knowledge APIs, ML Batch transcribe (STT), analyze, rate Increase coverage to 100% Increased consistency, detect gaps, improve training
- 33. MEO uses datato drive a better TV experience The results are very impressive. The Microsoft Cognitive Services Recommendations API has helped us take a big step in improving our user experience and building more loyalty to our services.” — Jorge Rosa Head of TV Strategy and Interactive Services ‟
- 34. Tele2 breaks language barriersand expands market with real-time translation Imagine being able to speak hundreds of languages. In effect, this is what our product will do for people. So, pick up your phone and book a hotel in Arabic or Chinese, or have an instant phone meeting with your colleague in Chile.” — Lars Torstensson, VP Strategy and New Growth ‟ Watch
- 35. • Ability tofinally be able to analyze their device telemetry data • Improved customer experience and reduced customer churn • Accurately detect signals that allow proactive issue correction before customer notices fault Fastest growing TV provider in their European market deploys predictive analytics solution to customer set top boxes, giving them insight on potential failures before they occur Situation Solution Results
- 36. CrystalNet faithfully emulateslarge scale production networks to significantly decrease network incidents caused by software, configurations and human errors. • Real world cost efficiency
- 41. amdocs smartbot Intelligence-enabled bot-to-human customerexperiences Benefits Improves customer expe- rience with human-like conversations Decreases average handling time Expedites resolution through proactive, intelligence-driven care Reduces cost to serve by increasing self- service adoption rates Delivers consistent experience across all channels and for all topics Grows revenue by automatically and intelligently identifying upsell/cross-sell opportunities Differentiators . Industry-centric, with pre-built telco-specific intent library AI-driven conversational platform, leveraging best-of-breed AI and NLP capabilities Channel-agnostic, including text (Messenger, Kik, Skype, Slack, SMS, etc.) and voice (IVR, Alexa, etc.) channels Injects intelligence into every engagement by leveraging Amdocs aia
- 43. • Already trainedwith specific functional skills • Ready for roles in IT Help Desk, HR Help Desk and Customer Service • Deliver an end-to-end solution by talking, learning and acting on user needs • Complement human teams • Enterprise quality, built using Microsoft systems and hosted on Azure platform • Use natural language processing, machine learning and other advanced technologies • Easy and to deploy either in off-the-shelf or in customized versions AI-driven Virtual People are ready to join your team to improve productivity, enhance customer and employee satisfaction, and lower costs
- 44. Agent Applications ServicesInfrastructure Microsoft AI Portfolio Cortana Office 365 Dynamics 365 SwiftKey Pix Customer Service and Support Skype Calendar.help Machine Learning Cognitive Services Bot Framework Cortana Devices SDK Cognitive Toolkit Azure Machine Learning Azure N Series FPGA People
- 54. Next steps ➔ Learnmore about our vision for digital transformation and find articles, blogs, customer stories and more at: • microsoft.com/telco • microsoft.com/media ➔ Follow our social channels and learn more about Microsoft solutions: • Telco Twitter • Telco blogs • Telco and media customer stories • Microsoft cloud and hosting solutions • Microsoft AI • Microsoft IoT