How AI, Machine Learning and other Data Smart Technologies are Transforming the Customer Experience

Transcription

1 How AI, Machine Learning and other Data Smart Technologies are Transforming the Customer Experience Dan Bognar Senior Vice President, Asia Pacific Solutions Engineering, Cloud Sales, Industries and Innovation

2 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. The risks and uncertainties referred to above include but are not limited to risks associated with developing and delivering new functionality for our 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 employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

3 Technology revolutions: accelerating the pace of change Converging tech means a new age of discontinuity

4 Technology revolutions: accelerating the pace of change The beginnings of Artificial Intelligence

5 A.I. Mythology Big A.I. is still science fiction

6 What is Little AI? Embedded Intelligence Little bits of intelligence, that take the friction out of the everyday

7 Little AI Amazon Recommendations Amazon 1-Click

8 Little AI Apple Watch Google Mail, Calendar, Maps

9 What will the future look like?

10 Mobility What will the future look like? Technology will improve productivity Connectivity Speed of change Intelligence Productivity

11 What will the future look like? Mobile devices will remain a vital hub

12 What will the future look like? at the center of an increasingly monitored life

13 New User Interfaces

14 New User Interfaces Augmented Reality Pokemon Go Google Glass

15 New User Interfaces Haptic (Tactile) Reality Turn vibratory information into visual or audible information

16 New User Interfaces Brain Control The neural control of machines

17 The Future of Customer Service

18 Gartner predicts that by 2018 a full 30 percent of our interactions with technology will be through conversations with smart machines. Source: Cited: Venture Beat / What we learned from bots, before they were cool /

19 Changing Customer Preferences 51% of customers want 24/7 access for customer service related issues 46% of customers prefer sending Messages rather than 49% of customers prefer sending Messages rather than placing a Phone Call Source: Bots revolution: the rise of chatbots, October 16, 2016

20 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

21 Make Service Convenient with Conversational Messaging Provide personalized service via mobile 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 25% to 50% cost savings vs. voice Source: GearsCRM SMS Facebook Messenger

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23 Hi Katie, I'm Adi, your personal support bot.

24 Hi Katie, I'm Adi, your personal support bot. Select an option below or type in your question.

25 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

26 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

27 Select an option below or type in your question. Adidas Catalogue Customer service Find a store Customer Service

28 Adidas Catalogue Customer service Find a store Customer Service Great! I can help you with that!

29 Adidas Catalogue Customer service Find a store Customer Service Great! I can help you with that! Here are some options you can choose.

30 Customer Service Great! I can help you with that! Here are some options you can choose. Check order status Return a product

31 Customer Service Great! I can help you with that! Here are some options you can choose. Check order status Return a product

32 Great! I can help you with that! Here are some options you can choose. Check order status Return a product Return a product

33 Here are some options you can choose. Check order status Return a product Return a product Ok got it. Which product do you want to return?

34 Return a product Ok got it. Which product do you want to return?

35 Return a product Ok got it. Which product do you want to return?

36 Ok got it. Which product do you want to return? EQT Racing 91/16 Shoes

37 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.

38 Is there anything else I can help you with? No Great! Glad we re able to help with your issue!

39 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!

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41 Make Agents Smarter with AI-powered Insights & Predictions Every agent is your best agent with machine learning 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 Brand: Coca-Cola Object: Bottles Object: Cans Object: Refrigerator 79% agree AI will revolutionize customer interactions Scene: Store Source: Accenture, Technology Vision 2017

42 The Top Benefits of AI for Service Increased CSAT Higher deflection Faster resolution Faster responses Customer Experience Fewer customer interactions Fewer reopened cases Fewer SLA violations Fewer escalations Agent Experience Reduced churn rates Higher average revenue Higher conversion rates Customer Lifecycle

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45 What does this mean for work and human life?

46 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

47 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 - February 24, 1961

48 Industries and jobs will always evolve Source: U.S. Bureau of Labor Statistics, Sep 2016

49 While few occupations are fully automatable, 60% of all occupations have at least 30% technically automatable activities Source: McKinsey Global Institute, January 2017

50 Three categories of work activities have significantly higher technical automation potential Source: McKinsey Global Institute, January 2017

51 The most important skill: How to learn (and relearn) The illiterate of the 21 st Century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn Alvin Toffler

52 Thank Y u