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How AI, Machine Learning and other ‘Data Smart’ Technologies are Transforming the Customer Experience
Dan BognarSenior Vice President, Asia PacificSolutions Engineering, Cloud Sales, Industries and Innovation
Forward-looking statements
Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any
of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or
service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for
future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts
or use of our services.
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service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth,
interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible
mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our
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Technology revolutions: accelerating the pace of changeConverging tech means a new age of discontinuity
Little bits of intelligence, that take the friction out of the everyday
What is Little AI?
Embedded Intelligence
Technology will improve productivity
What will the future look like?
Mobility
Connectivity
Speed of change
Intelligence
Productivity
Haptic (Tactile) Reality
New User Interfaces
Turn vibratory information into visual
or audible information
Gartner predicts that by 2018 a full 30 percent of our
interactions with technology will be through
“conversations” with smart machines.
Source: https://www.gartner.com/doc/3026618/cool-vendors-smart-machines-Cited: Venture Beat / What we learned from bots, before they were cool / 06.25.16
Changing Customer Preferences
• 51% of customers want 24/7 access for customer service related issues
• 46% of customers prefer sending Messages rather than Email
• 49% of customers prefer sending Messages rather than placing a Phone Call
Source: Bots revolution: the rise of chatbots, October 16, 2016
The Future of Customer Service
”The future of customer service is making it easy for consumers to go through the medium they want, have an experience that respects their time and have issues resolved quickly, ideally
without involving a human at all (via intelligent software).”
- “Bots, Messenger and the future of customer service”, Techrunch, May 2016
Make Service Convenient with Conversational Messaging
Unlock the messaging channel for your contact center with two-way messaging support
Deliver messaging support on SMS and Facebook Messenger today - easily support additional messaging apps in the future
Drive agent productivity with bots to automate data gathering and answer simple FAQs
Reduce cost per transaction and call volume
Provide personalized service via mobile messaging
Source: GearsCRM
cost savings vs. voice
25% to 50%
SMS Facebook Messenger
Hi Katie, I'm Adi, your personal
support bot.
Select an option below or type
in your question.
Adidas Catalogue
Customer service
Find a store
Hi Katie, I'm Adi, your personal
support bot.
Select an option below or type
in your question.
Adidas Catalogue
Customer service
Find a store
Select an option below or type
in your question.
Adidas Catalogue
Customer service
Find a store
Customer Service
Adidas Catalogue
Customer service
Find a store
Customer Service
Great! I can help you with that!
Here are some options you can
choose.
Customer Service
Great! I can help you with that!
Here are some options you can
choose.
Check order status
Return a product
Customer Service
Great! I can help you with that!
Here are some options you can
choose.
Check order status
Return a product
Return a product
Great! I can help you with that!
Here are some options you can
choose.
Check order status
Return a product
Return a product
Here are some options you can
choose.
Check order status
Return a product
Ok got it. Which product do
you want to return ?
EQT Racing 91/16 Shoes
Ok, got it.
Just mailed you the labels to
return your shoes.
Once returned, I’ll credit $120
on your credit card ending by
**** 0260.
Is there anything else I can help
you with?
No
Great! Glad we’re able to help
with your issue!
And thank you for being a loyal
customer. Here is a special
promo just for you!
Great! Glad we’re able to help
with your issue!
And thank you for being a loyal
customer. Here is a special
promo just for you!
Make Agents Smarter with AI-powered Insights & Predictions
Resolve issues faster by predicting case fields and recommending
Uncover customer product issues using image insights
Speed up inventory management in the field using image insights
Discover customer issues, identify churn risks and prevent attrition at scale with intelligence
Every agent is your best agent with machine learning
agree AI will revolutionize customer interactions
79%
Source: Accenture, “Technology Vision 2017”
Brand: Coca-Cola
Object: Bottles
Object: Refrigerator
Object: Cans
Scene: Store
The Top Benefits of AI for Service
Agent Experience
Customer Experience
Customer Lifecycle
Increased CSATHigher deflectionFaster resolutionFaster responses
Reduced churn ratesHigher average revenueHigher conversion rates
Fewer customer interactionsFewer reopened casesFewer SLA violationsFewer escalations
“…not just number of jobs lost to more efficient machines, but automation may prevent the economy from creating enough new jobs…automation is beginning to move in and eliminate service and office jobs too”
The Automation Jobless
“…not just number of jobs lost to more efficient machines, but automation may prevent the economy from creating enough new jobs…automation is beginning to move in and eliminate service and office jobs too”
The Automation Jobless
- February 24, 1961
While few occupations are fully automatable, 60% of all occupations have at least 30% technically automatable activities
Source: McKinsey Global Institute, January 2017
Three categories of work activities have significantly higher technical automation potential
Source: McKinsey Global Institute, January 2017
The most important skill:
How to learn (and relearn)
“The illiterate of the 21st Century will
not be those who cannot read and
write, but those who cannot learn,
unlearn, and relearn”
— Alvin Toffler