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Milliseid innovaatilisi lahendusi kasutatakse müügis ja turunduses ning miks?
Lauri Ilison
21. Veebruar 2019
Feelingstream company background
Startup company, founded 2015
Artificial intelligence for improving revenue and customer experience
Every business is leaking
Customers are leavingOpportunities are lostSales is not executed
Every company should discover their lost opportunities, sales potential and churning customers.
Visibility..
Alarming signals..
Real time actions..
Phone calls
CRM comments
Cross channel opportunity detection
Email conversation
Customer feedback
ChatChatbot
Office conversations
Online meetings
Support tickets
Customer interactions
Lost opportunities
Non executed sales
Indication for churn
Real-time Signals
Low quality experience
Sales process quality
Real-Time Sales potential detectionUse-case solution description
Decision
Contact Centre platform:Incoming
customer case
Feelingstream Decision Model
Case content
Sales Regular
Reference case:
Routing with high accuracy,
Sales potential emails to
sales team
Cross channel business leakage monitoringUse-case solution architecture
Contact Centre platform
AgentCustomer
Call audio recording
Speech to text conversion
Speaker identification
Sentiment detection
Topic detection
Audio processing
Language identification
Talk and silence detection
Sales potential detector
Text content processing
Insights to actions:
Lost opportunitiesChurn signalsSales potential
Reference case:
Near-Real-Time customer
phone calls and textual
requests monitoring for
business insight, churn
indication, sales
opportunities
Customer churn detector
AI in marketing and salesTrends
Users behaviour is changing
Electronic Screen Syndrome
Technology's influence on the nervous system is multifactorial
Claims by the parents:
1. He can’t focus at all2. She’s exhausted and has meltdowns
even when she’s slept enough3. He flies into a rage over the slightest
thing4. Her grades have gone downhill for the
whole year
An Unrecognized, Modern-Day Disorder
Global Ad spend in USD (billions)
Most of the players use Artificial Intelligence or Machine Learning inside their product
- Automation- Pattern recognition- Insight discovery
Use-cases for marketing and sales AI
● Ad placement ● Ad fraud detection● Behavior Analytics● Ad bidding● Buying mood detection● ChatBots● Communications● Content generation● Content management● Conversation Intelligence
● Cross-Channel Marketing● Cross-Device Advertising● Device behavioural
recognition● Faster Campaign execution● Image Analysis● Lead Scoring● Marketing Automation● Messaging automation● Media buying● Personalization● Recommendations
● SEO● Single to Multi to Omni
channel marketing ● Social Media
management● Strategy and Data
Analysis● Understanding of
customers ● Upsell and cross-sell
research● Virtual Agents● Website Design
Examples
Telekom PangandusKindlustus
Numbriline tagasiside samaväärne kui tekstiline
Numbriline tagasiside palju parem kui tekstiline
Numbriline tagasiside nõrgem kui tekstiline
NPS võrdlus sektorite lõikes
Kliendi tagasiside (NPS)
6 5 4 3 2 1 0
Mittesoovitajad
10 9
Soovitajad
% Mittesoovitajad % Soovitajad Net Promoter Score- =
Kui tõenäoliselt soovitate Ettevõtte X teenust oma sõbrale?
8 7
Passiivsed
Kultuurilised erinevused
Eestlased räägivad läbi kolmanda isiku ja topelt eituse
“Pole põhjust mitte soovitada …”
Soomlased räägivad otse, kas neile meeldib või mitte
“Asiakaspalvelu on hyvää.”
Soomlased näevad võimalust halva teeninduse üle kaeblemiseks
Kui tõenäoliselt soovitate Ettevõtte X teenust oma sõbrale?
Mida saab ettevõte paremaks teha?
Eestlased teevad konkreetsed ettepanekud teenuse parendamiseks
Millest nad kirjutavad?
Maanteeameti kliendi tagasiside
Ad fraud detection
● Impression fraud● Click fraud ● Conversion fraud / action
fraud
● Pixel stuffing ● Ad stacking● Ad injection ● Cookie stuffing ● Domain spoofing
Rewards marketing is very email-centric, but people are inundated with emails, so the need to be able to precisely understand the success of what works is key
https://www.youtube.com/watch?v=cQ54GDm1eL0&feature=youtu.be
Ai in marketing and sales
Key takeaways
1. AI and ML are here to help us2. Competitors will use it also3. Customer get used to handle automated (non human) interactions4. Future will be more saturated than ever5. No simple one effort solutions6. Marketing and sales will be more technical (IT), analytical
Conclusions
Actionable intelligence for customer service
Lauri Ilison(+372) 5111003
Feelingstream.com
