Virtual Assistants & Chatbots - The Next Big Thing in Customer Experience. January 18, 2017

Transcription

1 Virtual Assistants & Chatbots - The Next Big Thing in Customer Experience January 18, 2017 Dave Hatch, EIS Seth Earley, EIS Dan Miller, Opus Research Henry Truong, TeleTech Sumeet Vij, Booz Allen Hamilton 1

2 Today s Agenda Welcome & Housekeeping David Hatch, SVP, Marketing, Earley Information Science Session duration & questions Session recording & materials Take the polls & the survey! The Panelist Point of View Seth Earley, CEO, Earley Information Science Dan Miller, Founder & Lead Analyst, Opus Research Henry Truong, CTO, TeleTech Sumeet Vij, CTO, Booz Allen Hamilton Expert Panel Discussion Questions & Answers Join the conversation: #earleyroundtable 2

3 Virtual Assistants & Chatbots The Next Big Thing in Customer Experience 3 Copyright Earley Earley Information Science Science

4 The Market is HOTTER than Hot 116 AI companies have been acquired since of them in 2016 alone! 4

5 The AI Spring 5

6 Disruptive Implications Nearly half of all working Americans could risk losing their jobs because of technology It s not only blue-collar jobs at stake. Millions of educated knowledge workers writers, paralegals, assistants, medical technicians are threatened by accelerating advances in artificial intelligence. --Tom Davenport; Only Humans Need Apply: Winners and Losers in the Age of Smart Machines 6

7 Seth Earley - Biography Over 20 years experience Current work Co-author Data science and technology, content and knowledge management systems, background in sciences (chemistry) Cognitive computing, knowledge and data management systems, taxonomy, ontology and metadata governance strategies Practical Knowledge Management from IBM Press Connect with Editor Member Former Co-Chair Data Analytics Department IEEE IT Professional Magazine Editorial Journal of Applied Marketing Analytics Academy of Motion Picture Arts and Sciences, Science and Technology Council Metadata Project Committee Founder Former adjunct professor Guest speaker AIIM Master Trainer Course Developer & Master Instructor Boston Knowledge Management Forum Northeastern University US Strategic Command briefing on knowledge networks Information Organization and Access Enterprise IA and Semantic Search Seth Earley CEO and Founder Earley Information Science Long history of industry education and research in emerging fields 7

8 Chatbots are a Channel 1 Chatbots are referred to as robots, virtual assistants, robohelpers, intelligent assistants but they are only an access point for information. Just as with any other channel for communications, the experience is only as good as the data and content. Chatbots have to sit on top of a repository of content that is specifically structured to support the tasks Connect with 8

9 Structure your content 2 By owning the content and content processes, the organization reduces dependency on a single vendor, can port from one system to another, plug in new modules and functionality as needed and remain leading edge. Content and process, with key supporting technology will be important components of the organization s customer experience competitive advantage Improved customer self service Improved CSR Information Access Field 1 Field 2 Field n Tagging for ingestion Field 1 Field 2 Field 3 Field n Etc.. Portability across AI & Chatbot systems ELearning, FAQ s, Troubleshooting charts, support articles Componentized content Standardized domain specific schemas for reuse Faster time to value for all types of call center applications 9

10 Use an Incremental Approach 3 Connect with Begin by targeting simpler processes (Repeatable, structured, unambiguous) Mine call center and live agent chat transcripts for target processes Queries can be preprocessed for level of complexity and immediately handed off to a live agent Use bots for internal agent support since agents can be trained to use them initially more effectively than customers 10

11 Watson Intelligent Assistant Connect with 11

12 Poll #1 How important are chatbots to your business? 12 Copyright Earley Earley Information Science Science

13 How important are chatbots to your business? A major priority (funding & executive buy-in) Important but still needs a business case Not a priority at this time (Please check one) 13

14 Dan Miller - Biography As Lead Analyst and Founder of Opus Research, Dan Miller conducts research, writes reports, provides consulting services and administers conferences specializing in Intelligent Assistance and Intelligent Authentication. Dan founded Opus Research in 1986 after holding executive positions at Atari and Pacific Telesis (now AT&T). He coined the term "Conversational Commerce" to describe applications and services that improve person-to-person, person-to-machine and machine-to-machine interactions. Dan Miller Lead Analyst & Founder Opus Research He earned a BA from Hampshire College and an MBA from Columbia University. 14

15 Intelligent Assistance & Bot Technology Stack CONVERSATION AND ASSISTANCE TECHNOLOGIES Conversational Technologies Intelligent Assistance Technologies Bot Platforms Speech Avatars Emotions & Sentiment Biometric Authentication NLP, Machine Learning, & Semantic Search Conversational Analytics Knowledge Management Personal Assistants Mobile Assistants (smart objects) Home Assistants (smart home) Car Copilot (connected car) Personal Advisors INTELLIGENT ASSISTANTS & SMART BOTS Shopping Assistants Wellness Assistants Travel & Entertainment Financial Advisors Social & Dating Virtual Agents Mobile Care (in-app) Customer Service Virtual Agents Employee Assistants Scheduling Assistants (calendar, tasks & habits) Sales Assistants Expert Location & On-Demand Services Role: deal with smart objects Role: deal with complex tasks Role: consumer Role: employee META BOTS ED 3.4 CC: BY: Dan Miller, Derek Top, and Nicolas De Kouchkovsky, Nov

16 Poll #2 Describe the level of maturity of IVAs / Chatbots in your organization

17 Describe the level of maturity of IVAs / Chatbots in your organization None - just starting to investigate Early internal testing in one area Just launched our first real IVA/Chatbot to customers Been using IVA/Chatbots for more than a year We're demonstrating real value of IVAs/Chatbots and refining use 17

18 Henry Truong - Biography 35 years of product and solution engineering experience Developed Wired and Wireless communication systems and Information Systems for a variety of industries including electronic consumer goods, automotive and transportation. Currently leads and plans strategic innovation areas for TeleTech. Previously founded a System Engineering consulting company, providing product architecture design and development for Fortune 500 companies in areas such as product configuration management, product assembly and feature-based modeling. Awarded 9 patents in Omni-channel communication, social-based customer care systems. Current work interests include new modes of building smart solutions for healthcare and customer care. Henry Truong Chief Technology Officer Teletech Holdings 18

19 Business Value Bot Automation Journey: NL computing + ML Technology evolution working together Manage Digital Assistance Domain Knowledge & Continuously Learn from human experts Information based Learning Similarity based Learning Proactively avoid Business Disruption Probability based Learning Cognitive Learning enablement Dynamic Domain Knowledge Driven Assistance & Self-Learn services Inquiry/response confidence and ranking based on retrospective analysis and process based mining ontology based knowledge assets domain based Deep Learning conversational BOT Natural Language Computing enablement Language-driven Domain Assistance married with Anticipation/Prediction of service Intelligent insights to trigger automated conversation Replacement of collect & transfer IVR Replacement for Tier 1 Service agent work Partial replacement of Tier 2 Service work NLU, NLG Learning Improve Service Domain Operational Efficiencies Domain Assistance enablement at the UI Edge and Robotic Process Automation Task Assisted intelligent insights to trigger next best actions Such as Scenario based task automation Such as Dynamic workflow (long running transaction) orchestration +Conversation Assisted Automation Maturity Error based Learning +Cognitive Assisted TeleTech. Confidential and Proprietary.

20 INTEGRATED Teletech Digital Workforce Differentiators Trained to work naturally with both Human Workers and End Customers Always available, 24x7 Follow best practices Leave a full audit trail Work at machine speed Near zero operational risk Scales easily, variable cost RESULTS A partnership where Digital Workers simplify & Human Workers engage 2015 TeleTech Holdings, Inc. Confidential and Proprietary 20

21 Poll #3 Where are IVAs and Chatbots being applied today? 21 Copyright Earley Earley Information Science Science

22 Where are IVAs and Chatbots being applied today? Nowhere yet Customer/member service During the selling process Technical support Other Check all that apply. If other, share in the chat window. 22

23 Sumeet Vij - Biography Sumeet is a Chief Technologist, Technology Evangelist and Data Scientist with 17+ years of experience leading large scale complex technology projects from concept to production in the federal and commercial sector He specializes in leading high performance teams creating the next generation of Digital Experiences powered by Artificial Intelligence (AI), Conversational User Interfaces, Chatbots, Intelligent Virtual Assistants, Digital Personalization and Recommendation Systems. Sumeet is currently part of the Strategic Innovation Group (SIG) of Booz Allen Hamilton, leading multiple client engagements and advanced research projects focused on providing greater value and deeper insights from the large scale analysis of data. He is leading internal investments in the cutting edge area of Deep Learning in the field of Natural Language Processing (NLP), AI, Personal Assistants, unstructured data and Computer Vision. Sumeet Vij Chief Technologist Booz Allen Hamilton 23

24 Application of Intelligent Assistants - Citizen Services Federal Agencies have accumulated a huge Citizen Service Debt and the gap between the digital experiences provided by commercial entities versus Federal agencies has steadily increased Despite the rise of electronic filing, millions of taxpayers still communicate with the IRS by telephone and mail. During the 2015 filing season, a typical caller waited about 23 minutes for an IRS representative to get on the line, and more than 60 percent of calls were never answered. The IRS also answered only basic tax questions this filing season, and it no longer helps low-income, disabled, or elderly taxpayers prepare returns. Outside of tax season, the IRS no longer answers any questions. (Center on Budget and Policy Priorities: 24

25 Intelligent Assistants can improve Citizen Services With reduced investment budgets, Federal Agencies need leap frog technologies that can help them jump over this chasm. Intelligent Virtual Assistants (IVA) and Chatbots powered by AI can help bridge this gap by alleviating the need for high human curation and a massive customer service workforce. Rapid advances in machine learning and AI can help citizens discover and self answer complex information about Government regulations like Visa, Tax Law publications, reducing citizen service friction 25

26 Intelligent Assistants can improve Citizen Services IVA DEEP SEARCH Complete Indexing and automated curation Deep Search including Semantic Search Advanced Content Learning PERSONALIZATION User & Context Aware Behavioral Tracking & Analytics Collective Intelligence Continuous Learning Personalization CONVERSATIONAL USER INTERFACE Natural Language Interaction Question Answering State Tracking Chatbots Task Automation Workflow Integration Enterprise Integration Chat-Ops Related Content Recommendations 26

27 Intelligent Assistants can help retain institutional knowledge As the Government work force ages and there is a reduced influx of new employees, institutional knowledge can be captured by IVAs. The same technology used to serve citizens, can help new Government employees learn from the Collective Intelligence of past and current employees. 27

28 Panel Discussion 28 Copyright Earley Earley Information Science Science

29 Roundtable Discussion Dave Hatch Seth Earley Dan Miller Henry Truong Sumeet Vij SVP, Marketing Earley Information Science CEO & Founder Earley Information Science Lead Analyst & Founder Opus Research Chief Technology Officer Teletech Holdings Chief Technologist Booz 29

30 Suggested Resources From our panelists: Intelligent Assistants Developers and Implementers Group (LinkedIn) profile TeleTech Customer Strategist yword=chatbot 30

31 Upcoming Industry Event For details & registration: Use opusresearch for a 200 BPS discount 31

32 Thanks to our Sponsors Earley Information Science (EIS) Information Architects for the Digital Age Founded 1994 Headquarters Boston, MA Next Roundtable topic February 22: The Evolving Role of the Chief Data Officer Increasing Influence in the C-suite For more info contact: 32