Embed Size (px)
Citation preview
The Next ConversationPowering customer conversations with Google Cloud Contact Center AI
Kasia FaberEnterprise Account Technology Lead
Today, let’s talk about
Why is AL/ML a hot topic right now?
What are we solving for in the contact center space?
What’s possible
CCAI Architecture
Examples
Think about the last time you phoned a call center...
AI that talks, understands, and interacts and can converse naturally with customers and assist human agents.
This means you can provide exceptional customer service while increasing operational efficiency.
Quality is critical to enabling a great customer experience & unlocking efficiency gains.
60% of deployments will frustrate customers
& place additional pressure on agents.*
*Source:Forrester Predictions 2019: Customer Service And Sales
GREATcustomer experience
66%Will pay a premium
71%Will stay loyal
POORcustomer experience
57%Will stop buying
62%Share badexperiences
52%Will move to a competitor
72%Share goodexperiences
Revenue Loyalty Advocacy
Source: State of the connected customer 2016
And there’s a lot at stake
Conversational core
Insights AI
Contact Center AI redefines the art of AI-powered conversation
Centralised intelligence
Ability to go off-script
Versatile fulfillment
Enabling a conversation that is close to human
UnderstandSpeech-to-text
TalkText-to-speech
InteractDialogflowDocument assistSentiment analysis
Think of the core as the ‘brain’
Conversational core
Insights
Understand● Speech-to-
text● NLP/NLU
Talk● Text-to-
speechInteract
● Dialogflow
Virtual AgentContact Center AI technology
Conversational core
Insights
| go/ccai-cloudhub
Greeting
Language Selection
For EnglishPRESS 1
For SpanishPRESS 2
To activate your card
PRESS 1
If you are an existing credit card
customerPRESS 2
If you are an existing loan
customerPRESS 3
To check the status of your
application
PRESS 4
To get information on products and
servicesPRESS 6
For an operator
PRESS 0
Balance Message
PRESS * TO REPEAT
Personal Loan
PRESS 1
Business Loan
PRESS 2
Personal Loan
PRESS 2
Business Loan
PRESS 2
Credit CardsPRESS 1
LoansPRESS 2
Enter your card number, then
PRESS #
IVR purgatory
Virtual AgentSolution
Gives customers 24/7 access to
immediate conversational self-service,
with seamless handoffs to live agents for
more complex issues.
Agent AssistContact Center AI technology
Conversational core
Insights
Agent Issues
Problems
● Agents don’t have context from the caller
● Relevant information can be scattered across
documents, CRM systems, databases, etc
● Every extra second an agent spends looking up
information increases costs
● Products & services change frequently, and
agent training often doesn’t keep up
● Training agents is expensive
● Call center staffing turnover is significant
Contact Center AI architecture
Telephony & media
Virtual Agent CRM
Billing
Order management
Database
Agent Dashboard
Agent Assist
Agent AssistSolution
Empowers agents with continuous
support during their calls by identifying
intent and providing real-time, step-by-
step assistance.
Continuous support
Provides the context necessary for a seamless transition, then stays active in the conversation behind-the-scenes
Real-time assistance
Delivers information, workflows, and turn-by-turn guidance to agents, in real time, ensuring a consistent experience
Knowledge feedback
Let agents provide feedback on article relevance - which helps improve your models
Agent Assist empowers human agents
Insights Beta
Contact Center AI technology
Conversational core
Insights
Visibility Issues
Problems
● Companies have little insight into customer
concerns
○ Emerging problems
○ Market changes
○ Customer sentiment, positive or negative
○ Product interest
● Companies also have little insight into their call
center attributes
○ Agent performance: Who’s doing better?
○ What makes customers happy or
unhappy?
● Companies need to track compliance: Are
agents saying the right things?
Contact Center AI architecture
Telephony & Media
Virtual Agent CRM
Billing
Order Management
Database
Agent Dashboard
Agent Assist
Insights
InsightsSolution
Uses natural language processing to
identify call drivers, sentiment and other
KPIs that help contact center managers
learn about customer interactions to
improve call outcomes.
Know your customers
Leverage NLP to identify the reasons customers are contacting your business
Compliance
Identify key phrases to help operations and QA stay on top of your most important obligations
Intelligence
Surface sentiment and language data to understand how your agents interact with customers
Insights BETA empowers your business
About Marks & SpencerA leading U.K.-based multinational retailer with nearly 1,000 stores.
Template -Slide 6
ChallengesReceives millions of customer calls per year about thousands of different
topics. Understanding, routing, and responding appropriately to each and
every one is critical for customer satisfaction and operational efficiency.
How Google Helped To improve routing accuracy, give customers more self-service options, and
increase analyst visibility into customer journeys, Marks & Spencer used text
intent detection functionality in Dialogflow Enterprise Edition as the heart of an
inbound call handling strategy based on Google Cloud Contact Center AI.
Saved +10 sec AHTWith automated call disposition that mean advisors no longer had to record the Reason for Contact (RFC)
Routed +6M callsWithin 9 months
About Policy BazaarIndia’s largest online insurance aggregator.
Template -Slide 6
“Though our chatbot, we’re now...
30% growth rateMonth-over-month
Closing +13k salesPer month
Totalling +$2MAdditional monthly revenue
Contact Center AI is by far the best platform for text-based conversational chatbots. With it, we derive all the benefits of machine learning without restrictions on the frontend.
- Ashish Gupta, CTO & CPO, Policybazaar.com
Contact Center AI is flexible, works within your constraints, and can be implemented easily.
Our partnership with Genesys makes integration with your existing technology and workflows easy
Your data is yours.
We do not use it to advertise, train global models, or share with governments.
You own your data, not Google
We guard against insider access to your data
Google never sells customer data to third-parties
We never give any government entity “backdoor” access
Google Cloud does not use customer data for advertising
Our privacy practices are audited against international standards
All your data is encrypted at rest and in transit by default
Thank you
