Machine Learning for Customer Success · SaaS Systems of Record Machine Intelligence People ‣...

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Machine Learning for Customer Success Joshua Bloom CTO (Wise.io), Professor (UC Berkeley) @pro%sb Creative Intelligence, North America Technology Forum 2016

Transcript of Machine Learning for Customer Success · SaaS Systems of Record Machine Intelligence People ‣...

Page 1: Machine Learning for Customer Success · SaaS Systems of Record Machine Intelligence People ‣ Systems of Intelligence, with machines and people is the "last mile" of the 21st century

Machine Learning for Customer SuccessJoshua'Bloom'

CTO'(Wise.io),'Professor'(UC'Berkeley)

@pro%sb

Creative Intelligence, North America Technology Forum 2016

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COPYRIGHT 2016, WISE.IO INC.

COPYRIGHT 2015, WISE.IO INC.

WISE SUPPORT

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T I E R 1

AU TO M AT E D

R E S P O N S E

C U S TO M E R

F RO M C O M P L E X I T Y TO C L A R I T Y

INTELLIGENT ROUTING

RECOMMENDED RESPONSE

AUTOMATED REPLY

Wise Support>30%

faster avg. response

time

more consistent answers

faster scaling of support teams

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Copyright 2014, wise.io inc.Copyright 2013, wise.io inc.

3

A Machine Learning System Most academic CS/stat work here…

Copyright 2014, wise.io inc.

The most time consuming part…

This is hard…

Hard to understand for non-experts...

Prescriptive actions/actionable insight

What really matters…

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What are you optimizing for?Component What

Algorithm/Model Learning rate, convexity, error bounds, scaling, …

+ Software/HardwareAccuracy, Memory usage, Disk

usage, CPU needs, time to learn, time to predict

+ Project Stafftime to implement, people/resource costs, reliability,

maintainability, experimentability

+ Consumers direct value, useability, explainability, actionability

+ Society indirect value

- multi-axis optimizations in a given component

- highly coupled optimization considerations between components

- myopic view can be costly further up the stack

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AugmentManual Automate

P(confidence)

Confidence

t=0t=1

t=3 Risk/Cost

Confidence

Manual Augment

Augment Automate

high

low high

Human-Machine Interface

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Fault Tolerant ML/UXaugmentation vs. automation

Random forest prediction of body segment in Xbox

Kinect

gmail

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Prediction API

in-houseas a service

experimental/sandbox

production/scale ready

watsonAPI

Page 8: Machine Learning for Customer Success · SaaS Systems of Record Machine Intelligence People ‣ Systems of Intelligence, with machines and people is the "last mile" of the 21st century

Prediction API

in-houseas a service

experimental/sandbox

production/scale ready

watsonAPI

time & cost to

implement cost to maintain

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COPYRIGHT 2016, WISE.IO INC.

Machine Intelligence For Customer Success

Support & Service as a bridge to value creation

Customer Support Product: ○Intelligent Routing/Triage ○Response Recommendation ○Auto-Response ○Knowledge-base Deflection ○Federated Search ○Spam Filtering ○Sentiment Prediction ○Proactive Support (IOT)

Enhancing Decisions in (SaaS) Workflows

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COPYRIGHT 2016, WISE.IO INC.

Hardware

Networking/Infrastructure

Software-defined Platform

SaaS Systems of Record

Machine IntelligencePeople ‣ Systems of Intelligence, with machines and

people is the "last mile" of the 21st century software stack ‣ Machine learning differentiates core (data) products, but soon will be apart of common lines of business tasks ‣ Wise.io customer support example of "fault-tolerant" human-machine interface

Summary

@pro%sb

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Backup Slides

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http://research.google.com/pubs/pub43146.html

• Complex models erode abstraction boundaries

• Data dependencies cost more than code dependencies: weak contracts

• System-level Spaghetti• Changing External World

“It may be surprising to the academic community to know that only a fraction of the code … is actually doing ‘machine learning’. A mature system might end up being (at most) 5% machine learning code and (at least) 95% glue code.”

see also, Bottou (Facebook) ICML

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https://www.reddit.com/r/funny/comments/3e7gy4/yes_netflix_because_my_6_year_old_will_enjoy_the/

“Yes Netflix, because my 6 year old will enjoy the animated fun of

Sons of Anarchy”

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COPYRIGHT 2016, WISE.IO INC.

Selected Customers