Cisco Contact Centers and Google Artificial Intelligence Subtitle Goes Here

#CiscoLive Cisco Contact Centers and Google Artificial Intelligence Subtitle goes here

Dominique Pfeffer, GOOGLE CCAI Technology Partners Lead Massimiliano Caranzano, CISCO Contact Center Product Sales Specialist Agenda • GOOGLE Contact Center AI • Innovation and priorities in Contact Centers market • An open architecture for modern Contact Centers • GoToMarket Evolution • AI to drive Contact Center efficiency: • Agent Assistance services • Cisco Virtual Agent • Conversational IVR

Built with Google’s human-like conversational AI

Dominique Pfeffer, CCAI Technology Partners Lead Our products are how we innovate

1997 2005 2008 2012 2015 Search Maps Android Play Photos 9 Billion User Applications

Search ranking Street View image Keyboard input Recommendations Photo search Speech recognition Popular times Assistant Developer mode Smart sharing

2004 2006 2008 2012 Gmail YouTube Chrome Drive 100% Smart Reply Recommendations Hack detection Quick Access Spam classification Better thumbnails Translation Data Loss Prevention Machine Learning Powered Introducing Cloud AI

Cloud AI solutions ML professionals & service partners Less ML New expertise

Cloud Contact Document Professional Services Organization ASL Job Discovery Center Understanding

Cloud AI building blocks Language

New New

Vision Cloud Video Cloud Cloud Cloud Natural Cloud Cloud Cloud AutoML Cloud Speech-to- Dialogflow Cloud Text-to- Intelligence AutoML Vision Vision Language AutoML NL Translation Translation Text Enterprise Speech

Cloud AI platform ML accelerators ML libraries Kaggle/datasets

Cloud ML Cloud Cloud Cloud Cloud Learning Tensorflow Kubeflow Datasets More ML Engine Dataflow Dataproc TPU GPU expertise Machine & Deep Deep & Machine But you’ve had to make a tradeoff between great customer support and operational efficiency.

Until now. The magic sits in the conversational ‘core’ and redefines the art of AI conversation Virtual Agent Agent Assist

Centralised source of intelligence Conversation al core Ability to go off-script

Versatile fulfillment Insights You own your data, not Google We guard against insider access to your data Google never sells customer data Your data is to third-parties yours. We never give any government entity “backdoor” access Google Cloud does not use We do not use it customer data for advertising Our privacy practices are audited to advertise, train against international standards All your data is encrypted at rest global models, or and in transit by default share with governments. CCAI Dialogflow Agent Assist Insights AI

Virtual Agent & Live call Call search, scoring, NLU for Chat and transcription and sentiment Voice Doc suggestions analysis Agent assistive AI To p i c e x t r a c t i o n For PM, team leads & QA

GA for over 2 years Just launched GA in Nov In design phase 1.2M Dev signed up Sold via CCAI Telephony 32 languages for Voice Partners eg Cisco 1300+ paying Enterprises 187 Voices (92 Wavenet) Thank you Cisco Contact Center – key pillars

Super Collaborative Experience Agents Teams Transformation AI capabilities empower Seamlessly reach experts Customer experiences your agents with context to provide accurate and personalized by data and and knowledge timely responses full customer journey

Digital CRM Tools Artificial AI/ML SOFTWARE Intelligence Integrators Webex Teams SPECIALISTS Jabber Docs Mngt AMZN Lex System Cisco Integratorsphone Webex Devices Open API CRM SOFTWARE Open API Conversational Open API Callers Integratorsengine Agents

PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 1 COL 4 - 1317 #CiscoLive PSOCOL-1317 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 15 Cisco and Google Partnership Google AI services orderable on Cisco Commerce Workspace Flex subscription, Usage billed monthly in arrears No extra Cisco licenses needed • Speech to Text • Premium and Standard • Dialog Flow Enterprise • Audio – Conversational IVR, CVA • Text – Chat bots • Text to Speech • Premium and Standard

• TARGET a 10% OPTIMIZATION of the service and Customer Experience through AI

• 10% is easy to achieve, the ROI is huge so… DON’T BOIL THE OCEAN • Let’s assume a TCO of 1000$ per agent per month

Agent monthly TCO: $1.000 AI optimization: 10%

# Agents Yearly TCO First yr Savings Five yrs Savings 1000 $12.000.000 $1.200.000 $6.000.000 2000 $24.000.000 $2.400.000 $12.000.000 3000 $36.000.000 $3.600.000 $18.000.000 5000 $60.000.000 $6.000.000 $30.000.000 10000 $120.000.000 $12.000.000 $60.000.000

• There are roughly 6,500 spoken languages in the world today… and Business is GLOBAL today.

• Integration of Artificial Intelligence into a Digital Cisco Contact Center Solution can assist agents dealing with international customers.

Waiting Time (sec) HOW MANY FRENCH AGENTS? WHAT TIME of the DAY, DAY of the WEEK?

HOW MANY GERMAN AGENTS? WHAT TIME of the DAY, DAY of the WEEK?

HOW MANY ITALIAN AGENTS? WHAT TIME of the DAY, DAY of the WEEK?

HOW MANY ENGLISH AGENTS? WHAT TIME of the DAY, DAY of the WEEK?

Digital Cisco Contact Center Tools infrastructure

HTTP REST API

HTTP REST Google API Connector

ECE

Google Translation API

Translated chat to Finesse UX Customer rendering AGENTS Cloud Translation PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 2 COL 1 - 1317 Voice Transcription&Translation: Assistance Service to the square Cisco Contact Center infrastructure

Customer GSAPI HTTP HTTP REST Calling SOAP+XML

CUBE Google API Connector

Google ASR ORIGINAL AUDIO Translation API TRANSCRIPTED TRANSLATED Text

Transcripted&Translated call to Finesse UX rendering AGENTS Speech To Text Cloud Translation PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 2 COL 2 - 1317 Live Interpreter Service

Text to Speech ORIGINAL AUDIO TRANSLATED AUDIO Cloud Translation

Speech To Text

Customer AGENTS Calling

Google API Connector CUBE

Customer GSAPI HTTP Google Speech Calling SOAP+XML to Text API

Google API Speech To Text Connector

CUBE

HTTP Google REST Translation Text to Speech Cloud Translation APIs Cisco Customer Care infrastructure

Text to Speech ORIGINAL AUDIO TRANSLATED AUDIO

90% of the Calls

10% of the Calls BOT

Data collection

10% of the TIME 90% of the TIME

BOT AGENTS

Cisco Contact Center Enterprise Customer VVB Calling DialogFlow SIP CUBE Google API Connector

Escalation with gRPC CONTEXT

ORIGINAL AUDIO Context of the client bot Escalation + Context conversation rendered Voice Bot on Finesse AGENTS © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 28 Demo 4 Conversational IVR What 10% optimization does mean?

Speech IVR

Static Tree IVR

Touch tones IVR Data collection

10%10% of ofthe the TIME TIME 90% of the TIME

Agent BOT AGENTS Assistance

• Average customer traversal time (< ~40 sec) “JUST SPEAK to the IVR” • Call handling with Dynamic menus & context • Flattened tree enabling many more options • High-quality customer experience • Consistent NLU across different channels • Better analytics on unfulfilled intents • Voice carries more data than content (sentiment, biometrics, gender etc.) • Ease of training new transactions effortlessly • Drive efficiencies by automating routine tasks • Choice of cloud based or on-prem dialog management (Retain your existing 3rd party integrations)

WebHook Audio

RTP Bridged mode gRPC

DialogFlow VIRTUAL SDK VOICE BROWSER Speech Server

ASR/TTS MRCP Http Streaming (On-Prem) Call Studio Bootstrapping RTP Http VXML Licensing VVB Server Looping Exit

• Used when the Virtual Agent (DialogFlow BOT) is supposed to autonomously handle the entire call

• Data fulfillment is managed by DialogFlow in Cloud interacting with Data Bases (CRM etc.)

• The call is handles back to IVR just for agent escalation

ASR TTS

gRPC

DialogFlow VIRTUAL SDK VOICE BROWSER Speech Server

WebHook MRCP ASR/TTS Http Streaming Audio (On-Prem) Call Studio Bootstrapping RTP Http VXML Licensing VVB Server Looping Exit

• The relevant user information and privacy will be held on premise and not sent to Google Cloud • A local IVR script handles confidential information interacting with a local DB • DialogFlow just used for intents recognition (which actions: tranfer, balance etc.), transcription, Voice synthesis

#CiscoLive AI Sales questions • Do you have an international audience? • Do you have an IVR and how many options/menus? • Do you have digital/chat channels? • Do you have seasonality's in your Contact Center? • Do you have a CRM? Is it in Cloud or On Premise? • Do you have repetitive processes in your interaction with customers and partners? • Which of the following AI vendors would you consider? • Google AI • Microsoft Luis • Amazon Lex • IBM Watson • Rasa © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public AI adoption in a Contact Center

• Cross functional Team: successful AI requires strong teamwork across, Business, IT and the Partner. • 10% Optimization : don’t boil the ocean at first, phase the implementation and roll out, AI success is a matter of Big Data and Big Experience. Four steps • Digital Contact Center: roll out integrated AI to consider Chat solutions, clients want it, lower agent’s pressure. • Self-service IVR: Build the business use case for new forms of self-service with the understanding that human assistance will always be needed. PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 4 COL 0 - 1317 #CiscoLive