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 … • 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 www.verascape.com

Customer Service Has Evolved “How can I help you?” www.verascape.com

We Are More Comfortable With Automation It’s a part of our every day life Hey Siri … Alexa … www.verascape.com

The world has changed Today’s customers expect and demand Customer Service that is available 24x7x365 “What the status of my order?” “I’d like a copy of my bill” “Text me that Information” “Your order has been delivered” www.verascape.com

Evolve or Die? 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. www.verascape.com

Define and Demystify Artificial Intelligence (AI) Natural Language Processing Machine Learning Chatbots www.verascape.com

What is AI?

AI - Text Book Definition 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 “Your order has Shipped” www.verascape.com

AI – A Simple Analogy “Your order has Shipped” www.verascape.com

What is Natural Language Processing (NLP)?

NLP - Text Book Definition Natural-language processing (NLP) is artificial intelligence concerned with the interactions between computers and human’s natural languages. “Your order has Shipped” www.verascape.com

NLP – A Practical Application in Customer Service 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.” “Your order has Shipped” www.verascape.com

NLP – A Practical Application in Customer Service 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 .” “Your order has Shipped” www.verascape.com

What is Machine Learning?

Machine Learning - Text Book Definition Machine learning is a technology that gives computer systems the ability to learn with data, without being explicitly programmed “Your order has Shipped” www.verascape.com

Different Types of Machine Learning Three General Types • Supervised • Unsupervised • Reinforcement “Your order has Shipped” www.verascape.com

What is a Chatbot?

Chatbot - Text Book Definition… 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. “Your order has Shipped” www.verascape.com

Chatbot vs. Virtual Digital Agent vs. ➢ 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 “Your order has Shipped” behind natural language processing www.verascape.com

Don’t Bore Us, Get to the Chorus What’s In it For Me? 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 “Your order has Shipped” www.verascape.com

Goal = Utilize AI for Enhanced Customer Service? “Your order has Shipped” www.verascape.com

Verascape Brings it All Together “Your order has Shipped” www.verascape.com

Demos 1. Self-Service using Conversational Speech IVR with SMS integration – Initial Call – Follow up Call 2. Customer Service Chatbot “Your order has Shipped” www.verascape.com

Demos Ajsdfkasdfkkalda dflkajjfasdsdlkfja saasdlfkasd;lfkk alsdka;sdkfa;lsd kfa;sdkfas;dfka;s dkfa;sdkfa;sdkfa s;dkfasdfaefsdfla sdf;laksdfasdkf;a ksdf;lasdfa; “Your order has Shipped” www.verascape.com

Demos Ajsdfkasdfkkalda dflkajjfasdsdlkfja saasdlfkasd;lfkk alsdka;sdkfa;lsd Hi James. The tracking# kfa;sdkfas;dfka;s for order 123456 is dkfa;sdkfa;sdkfa 9361289682090403573. s;dkfasdfaefsdfla sdf;laksdfasdkf;a ksdf;lasdfa; “Your order has Shipped” www.verascape.com

Demos 1. Self-Service using Conversational Speech IVR with SMS integration – Initial Call – Follow up Call 2. Customer Service Chatbot “Your order has Shipped” www.verascape.com

Benefits of Working with Verascape Exceptional Success Rates Data Experts Cloud-based On Demand Processing Real-time Reporting Easy Implementation Directed Speech and Professional and Easy to Use Conversational Language 99.9 % Reliability “Your order has Shipped” PCI and HIPAA Compliant Great platform for testing www.verascape.com

Performance-Based Pricing ❖ No upfront development fees ❖ No licensing fees ❖ You only pay when we save you money ❖ No Risk Opportunity “Your order has Shipped” www.verascape.com

Thank you! Verascape Contact: Mike Browning Vice President (847) 919-8150 mbrowning@verascape.com www.verascape.com