Artificial Intelligence at Work 2016

THE RISE OF INTELLIGENT VIRTUAL ASSISTANTS

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WHAT WE DO We provide intelligent Virtual Assistant solutions that enable businesses and consumers to communicate effectively.

HOW WE DO IT Our Adaptive UnderstandingTM technology seamlessly blends artificial and human intelligence to provide an experience that is just like interacting with an agent

WHY IT MATTERS An unprecedented customer experience that builds brand loyalty and delivers a dramatic reduction in cost.

WHAT IS AN INTELLIGENT VIRTUAL ASSISTANT

A virtual assistant is an artificial intelligent system that emulates a person who helps in a particular work

Types of Intelligent Virtual Assistants –  Personal assistant –  Customer service or sales agent –  Travel, health, or financial –  Vehicles or connected homes –  Combinations

They often have distinct names and well defined personas

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“ARTIFICIAL INTELLIGENCE RENAISSANCE”

4

AI

ML

Natural Language Processing Speech & Vision Recognition

Reasoning and Planning Conversational Interaction

Classification

Deep Neural Networks Reinforcement Learning

Sequence Learning

Perfect storm today for AI –  Advances in Machine Learning, Speech, Natural Language,

Vision, coupled with Computation, Cloud, and previously unprecedented levels of investment

Key application of AI –  Intelligent assistants: Interactive systems that emulate a

person in helping with a particular work

DATA

Desire to decrease the significant and continued spend in live agents Evolution towards Omni-channel (e.g., IVR, chat, SMS, social, mobile) Acceleration of the digital economy and the rise of digital natives Existing self-service solutions are becoming obsolete

WHAT’S DRIVING INTELLIGENT VIRTUAL ASSISTANTS IN CUSTOMER CARE?

HUMAN

MACHINE

ARTIFICIAL INTELLIGENCE COMBINED WITH HUMAN INTELLIGENCE

First Generation

•  Humans use the computer as a tool

•  Computers do some tasks humans do others

•  Some interfaces blend computers and humans

Next Gen (AI + Humans)

•  AI application takes on the role of the human

•  AI application requests the service of a human when it needs it

•  Human requests the service of an AI app when he needs it

•  AI application continually learns from Humans

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TXU SAVES $2.5 MILLION ANNUALLY WITH its Intelligent Virtual Assistant “Ivy”

24% decrease in agent contacts 5 year net savings of $12.5 million 11% increase in customer satisfaction rating to 91%

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EYEMED REDUCES CALLS TO AGENTS BY 40% WITH NEW Intelligent Virtual Assistant

Projected annual savings of $900K 40% reduction in calls to agents

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HYATT SAVES $4.4 MILLION WITH Intelligent Virtual Assitant

Generates annual ROI exceeding 349% Maintains Hyatt's outstanding NPS

Image: Hyatt Hotels

A LOOK TO THE FUTURE

A potential to redefine many aspects of work –  What do humans do best? –  What do virtual assistants do best? –  How do the two interrelate? –  How do we leverage productivity gains?

Virtual Assistants that truly learn from their own past experiences as well as their human counterparts Virtual Assistant that know you and are context aware – independent of any device or contact point Ultimately provide capabilities beyond that of human assistant for performing tasks, solving problems, and enhancing customer experience

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