Practical Applications of AI in Customer Service presented by - - PowerPoint PPT Presentation

Practical Applications of AI in Customer Service

presented by

Objective of Today’s Webinar…

www.verascape.com

• Discuss the state of today’s customer service environment
• Define and demystify….
• Artificial Intelligence (AI)
• Natural Language Processing (NLP)
• Machine Learning
• Chatbots and how they are different than a Virtual Digital Agent
• Discuss how these technologies can be easy applied to AND

benefit your customer service operation today.

• Demo customer service applications using AI

Customer Service Has Evolved

www.verascape.com

“How can I help you?”

We Are More Comfortable With Automation

www.verascape.com

Hey Siri… Alexa…

It’s a part of our every day life

Today’s customers expect and demand Customer Service that is available 24x7x365

The world has changed

www.verascape.com

“What the status of my order?” “I’d like a copy of my bill” “Text me that Information” “Your order has been delivered”

Evolve or Die?

www.verascape.com

According to a recent study at Washington University, 40% of the companies currently on the S&P 500 will be replaced in 10 years because of their unwillingness to adapt to changing technology.

Define and Demystify

www.verascape.com

Artificial Intelligence (AI) Natural Language Processing Machine Learning Chatbots

What is AI?

AI - Text Book Definition

www.verascape.com

“Your order has Shipped”

Artificial Intelligence is the theory and development of computer systems able to perform tasks that normally require human intelligence, such as perception, speech recognition, decision-making, and translation between languages

AI – A Simple Analogy

www.verascape.com

“Your order has Shipped”

What is Natural Language Processing (NLP)?

NLP - Text Book Definition

www.verascape.com

“Your order has Shipped”

Natural-language processing (NLP) is artificial intelligence concerned with the interactions between computers and human’s natural languages.

“My name is James Sanders. I purchased a hot water heater and I need someone to install it next week.” NLP – A Practical Application in Customer Service

www.verascape.com

“Your order has Shipped”

Speech and/or Text Translated to Intent

“My name is James Sanders. I purchased a hot water heater and I need someone to install it next week.” NLP – A Practical Application in Customer Service

www.verascape.com

“Your order has Shipped”

Speech and/or Text Translated to Intent

What is Machine Learning?

Machine Learning - Text Book Definition

www.verascape.com

“Your order has Shipped”

Machine learning is a technology that gives computer systems the ability to learn with data, without being explicitly programmed

Different Types of Machine Learning

www.verascape.com

“Your order has Shipped”

• Supervised
• Unsupervised
• Reinforcement

Three General Types

What is a Chatbot?

Chatbot - Text Book Definition…

www.verascape.com

“Your order has Shipped”

A chatbot is a computer program which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner.

Chatbot vs. Virtual Digital Agent

www.verascape.com

“Your order has Shipped”

➢ Chatbot – the general intent is to respond to customer requests according to a pre-determined script. ➢ Virtual Digital Agent - capable of holding more complex conversations with customers as a result of the science behind natural language processing vs.

What’s In it For Me?

Don’t Bore Us, Get to the Chorus

www.verascape.com

“Your order has Shipped”

• 1. The use of automation and AI technologies will help

you significantly reduce operational costs…

• 2. … and it will enhance the customer journey by

providing on-demand, easy-to-use, intelligent support 24x7x365

Goal = Utilize AI for Enhanced Customer Service?

www.verascape.com

“Your order has Shipped”

Verascape Brings it All Together

www.verascape.com

“Your order has Shipped”

• 1. Self-Service using Conversational Speech IVR

with SMS integration

– Initial Call – Follow up Call

• 2. Customer Service Chatbot

Demos

www.verascape.com

“Your order has Shipped”

Demos

www.verascape.com

“Your order has Shipped”

Ajsdfkasdfkkalda dflkajjfasdsdlkfja saasdlfkasd;lfkk alsdka;sdkfa;lsd kfa;sdkfas;dfka;s dkfa;sdkfa;sdkfa s;dkfasdfaefsdfla sdf;laksdfasdkf;a ksdf;lasdfa;

Demos

www.verascape.com

“Your order has Shipped”

Ajsdfkasdfkkalda dflkajjfasdsdlkfja saasdlfkasd;lfkk alsdka;sdkfa;lsd kfa;sdkfas;dfka;s dkfa;sdkfa;sdkfa s;dkfasdfaefsdfla sdf;laksdfasdkf;a ksdf;lasdfa; Hi James. The tracking# for order 123456 is 9361289682090403573.

• 1. Self-Service using Conversational Speech IVR

with SMS integration

– Initial Call – Follow up Call

• 2. Customer Service Chatbot

Demos

www.verascape.com

“Your order has Shipped”

www.verascape.com

“Your order has Shipped”

Exceptional Success Rates Cloud-based Easy Implementation Professional and Easy to Use 99.9 % Reliability Great platform for testing Data Experts On Demand Processing Real-time Reporting Directed Speech and Conversational Language PCI and HIPAA Compliant

Benefits of Working with Verascape

www.verascape.com

“Your order has Shipped”

Performance-Based Pricing

❖ No upfront development fees ❖ No licensing fees ❖ You only pay when we save you money ❖ No Risk Opportunity

Verascape Contact:

Mike Browning Vice President (847) 919-8150 mbrowning@verascape.com

Thank you!

www.verascape.com