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Daniela Braga, Founder and CEOJoao Freitas, CTO
[email protected]; [email protected]
Humans vs Machines?
The future of customer service
Seattle - Lisbon
5/16/2017
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Consumers don’t like to deal with IVR
49%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
Better for me, saves metime.
Better for the company,saves them money.
Better for both of us. Not better for thecompany or me.
Customer Opinions on IVR, Interactions LCC (408 questionnaires), in SpeechTek 2012
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Main IVR issues
• Same technology of 20 years ago – command and control
• Inability to understand beyond the commands
• List of consumers’ issues cannot fit in the limited number of
menus
• Forces people to repeat themselves within a complex system
of options and waste their time listening to irrelevant options
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Human to Human Interaction
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How is technology evolving
IVR
Virtual Assistants
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The AI revolution
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AI revolution
Call centers will be enhanced by AI
Cars, public transportation will
be self-driven
A lot of shopping attendants will be replaced by robots
and bots
First stage of medical diagnosis will be done by AI
Music will be done by AI
AI will revolutionize education and
learning experience
Robots will help elderly at home and replace a lot of the
caregivers’ jobs
House tasks will be done by machines
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How do machines learn
=+
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Machines need structured data to learn
90% of the generated data is unstructured
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Our platform enables data scientists to collect, enrich and structure high quality
training data for AI and ML applications.
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AI data workflows + humans-in-the-loop + machine learning
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How can we improve customer care?
Audio
Text
Metadata
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extract meaning
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Can a machine be reactive?
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Automation Example
Client Database
Inbound Call
Speech Recognition
Paralinguistic Events
Text Processing
(NLP)
Generate Response
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Market size
$36Bn
AI
$84.7Bn
Customer Care
2025
2020
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Watch our enterprise SaaS video: https://www.youtube.com/watch?v=vAWeT-edroc&feature=youtu.be
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