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Vasili Triant, VP and General Manager
AI: Shaping the Future of Contact Centers
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
The world has changed!
Don’t get in strangers’ cars
Don’t meet people from the Internet
1998
Literally summon strangers from the internet and get in their cars!
2018
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
The experts have weighed in
“By 2020 customers are going to make their buying decisions based on customer experience — not product, not price.”
“50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020.”
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Why AI in the contact center?
1 Contact centers are always in optimization mode
2 Consumers expectations rising for personalization
3 Automation is improving, but creates exceptions
4 Pressure on companies to improve stagnant CX
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Simple! Not Exactly.
It used to be simple – route, queue, report
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Full of Options.… and Silo’s.
“Hi! Thanks for contacting us…”
“Who are you?”
“I need to find you in the system”
“…have you contacted us
before?”
“I think I’ll need to transfer you..”
“Hang tight, this may take some time”
“Found you! Ok, Why are you calling?”
What are today’s experiences often like?
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
We CanDo Better
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Data will empower better experiences to…
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
…Deliver contextual intelligence ubiquitous throughout the customer and agent
experience
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
The Cloud Powers A.I.
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Key to know: How A.I. relates
Artificial Intelligence
A program that can sense, reason, act, and adapt
Machine Learning
Algorithms whose performance improve as they are exposed to more data over time
Deep Learning
Subset of machine learning in which multilayered neural networks learn from vast amounts of data
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
5 Myths About A.I. and Contact Centers
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
A.I. is new in contact centers
#1
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
A.I. = chatbots#2
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
A.I. replaces people
#3
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
A.I. is all about automation
#4
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
A.I. will reduce call volume
#5
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Imagine if . . .
… Cognitive, Personal, Seamless… No Apparent Silo’s.
“Hi Julie. Thanks for contacting
us…”
“We appreciate your six year relationship
with us”
“…And you were checking your order status ”
“… I see you you were just on the
web”
“…Can I also suggest this?
“… Are you inquiring about that order?”
“…Tracking says its out for PM delivery”
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Add Cloud AICisco Answers: AI for cognitive engagement
Powered by GoogleContact Center AI
Part of Cisco® Intelligent customer journey solutions
Real-time contextual assistance for agents
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Three actions to take
Think ”agent augmentation” as much
as automation
Identify % of exception calls that require
expertise
Inspect all incoming contacts for renewed
automation opportunities
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