Throwing out the Rulebook on Chatbots & AI

Presented by: Mikhail Naumov Co-founder & CSO at DigitalGenius

February 28th, 2017

DigitalGenius

Chatbots

Fully automated conversational experiences via SMS, LiveChat,

Facebook Messenger.

Customers:

Limited A.I. Hollywood A.I.

Over 2.5 Million messages automated via Chat, SMS, and Mobile Messaging

DigitalGenius 4

DigitalGenius 5

DigitalGenius

Chatbots

Fully automated conversational experiences via SMS, LiveChat,

Facebook Messenger.

Customers:

Limited A.I. Hollywood A.I.

Over 2.5 Million messages automated via Chat, SMS, and Mobile Messaging

+ Scripted+ Keyword or Action based+ Static+ Lots of Work

DigitalGenius 7

Chatbots

Fully automated conversational experiences via SMS, LiveChat,

Facebook Messenger.

Customers:

Limited A.I. Hollywood A.I.

Over 2.5 Million messages automated via Chat, SMS, and Mobile Messaging

Deep Learning Research

Training computers to mimic and surpass human intelligence.

Companies to Watch:

Leadership & Team:

DigitalGenius 8

Chatbots

Fully automated conversational experiences via SMS, LiveChat,

Facebook Messenger.

Customers:

Limited A.I. Hollywood A.I.Practical A.I.

Deep Learning Research

Practical A.I.

Combining the best of human & machine intelligence in a seamless experience.

Human+AI Product

Over 2.5 Million messages automated via Chat, SMS, and Mobile Messaging

Customers:

Partners:

Training computers to mimic and surpass human intelligence.

Companies to Watch:

Leadership & Team:

DigitalGenius 9

++ Increased Customer Expectations++ Adding New Channels

++ Increasing Volumes ++ Increasing Costs

DigitalGenius 10

Agent + Phone

Agent + Computer

Agent

Agent + AI

quali

ty &

efficie

ncy

Evolution of Customer Service

DigitalGenius 11

++ Increased Customer Expectations++ Adding New Channels

++ Increasing Volumes ++ Increasing Costs

DigitalGenius 12

Solution: Human+AI

AI-Bot Human Agent

• Tagging Cases

• Suggesting Answers

• Collecting Basic Info

• Repetitive Questions

• Routing Cases

• Complex Cases

• Personalization & Humor

• Upsell Opportunities

• Churn Reduction

“we put the machine to work” ; “we make it do things human agents should not be doing”

DigitalGenius 13

DigitalGenius + KLM Airlines

“A personal approach is extremely important to KLM. Applying artificial intelligence — KLM can handle a greater volume of questions while still maintaining its personal approach and speed.”

- Tjalling Smit, SVP Digital, Air France KLM

235 AgentsEnglish & Dutch Twitter & Messenger

30.1% Cases closed with help of AI Reduction in AHT 25,500+

AI Messages per Month

DigitalGenius 9

Scripted Chatbots ML Reinforced Bots Human+AI Interfaces

+ Marketing Campaigns

+ Product Launches

+ Checking the Weather

+ Customer Support

+ Outbound Sales

+ Customer Conversations

+ Performing Specific Tasks

(i.e Scheduling)

+ Style Transfer Photography

DigitalGenius Human+AI Customer Service

Questions & Discussion