Dec 5, 2017 publication descriptionSpeaker at TM Forum Live! Asia 2017 Singapore

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