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Chatbots Are Expected to Trim Business Cost by More Than $8 Billion Per Year by 2022

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Chatbots Are Expected to Trim Business Cost by More Than $8 Billion Per Year by 2022 Improve your customer care by building an AI platform with Dialogflow & Google Cloud Lee Boonstra Developer Advocate, Google @ladysign Lee Boonstra Developer Advocate, Conversational AI Public Speaker (since 2013) Writer/Blogger Lee Boonstra | @ladysign Chatbots are expected to trim business cost by more than $8 billion per year by 2022 Juniper Research Lee Boonstra | @ladysign Introduction to Dialogflow Lee Boonstra | @ladysign Chatbots exists since the 90’s… So why are they popular now? Lee Boonstra | @ladysign FIRST CHATBOT, 1994 SHIFT FROM A MOBILE FIRST TO AN AI FIRST STRATEGY HOW DID YOU LEARN YOUR FIRST LANGUAGE? Chatbots. It's all about Machine Learning. ● Natural Language Understanding ● Intent Matching ● Speech to Text ● Text to Speech (Wavenet) Lee Boonstra | @ladysign GOOGLE CLOUD HAS OVER 200 BUILDING BLOCKS INSTEAD LET’S FOCUS ON SOLUTIONS Development suite for building Conversational UIs. ● Formerly known as API.AI (Sept 2016, acquired by Google) ● Powered by Machine Learning: ○ Natural Language Understanding (NLU) ○ Intent Matching ○ Conversation Training ● Cross platform ● Build faster with the Web UI ● Scalable: Separate your conversation from code ● Speech / Voice Integration ● Multi-lingual bot support 20+( languages) ● Direct integration with 15+ channels Lee Boonstra | @ladysign Dialogflow for Enterprises ● Built on Google Cloud Platform infrastructure, easy integration with over 200 Cloud components ● Cloud Support and SLA available ● Compliant ● Extensive Documentation and training programs available. ● Powerful IAM; User Roles and Permissions ● Stackdriver integration for automatic logging, debugging, tracing and error reporting ● Unlimited API call quotas Lee Boonstra | @ladysign Dialogflow Demo Cross Channel Chatbots with Dialogflow Lee Boonstra | @ladysign In praktijk gebeurt dit nog niet altijd, al zijn bedrijven hier wel mee bezig. Vaak worden er toch verschillende chatbots gebouwd, voor ieder team en kanaal één. Voordeel hiervan: zo kun je alvast een chatbot in productie brengen, terwijl je ondertussen werkt aan het bouwen van een crosschannel chatbot-platform. Technisch gezien is het ook een uitdaging, om met meerdere teams aan een chatbot te werken. Ook het schrijven van de juiste conversatie per kanaal blijft moeilijk. Op een scherm kun je bijvoorbeeld tabellen en links tonen. Dat kan in een gesprek niet. Lee Boonstra | @ladysign There are different types of conversationalAIs... Chatbots Chatbots in websites, apps, or on social media like Facebook Messenger, Slack.... Lee Boonstra | @ladysign Chatbot / Web Chatbot ● Chatbots for internal processes. ● Chatbots that face customers. ● Chatbots to collect feedback. ● Chatbots for intent matching (Natural Language for Searching on websites.) ● Chatbots on social media. Lee Boonstra | @ladysign There are different types of conversationalAIs... Chatbots Voice Chatbots in websites, Assistance apps, or on social Smart Assistants, like media like Facebook Google Assistant, Messenger, Slack.... Alexa, Siri, on phones and devices like Nest Hub, Watches, TVs... Lee Boonstra | @ladysign Terminology Google Assistant — The virtual assistant of Google. Out of the box on Android 6+. For iOS available as app. Action — A third party app, running on top of the Google Assistant. Google Nest (mini) (formerly known as Google Home) — Voice-activated speaker powered by Voice. Smart Display — Voice-activated speaker with screen powered by Voice and Touch. (Google Nest Hub) Lee Boonstra | @ladysign Things you can ask Google... ● Manage tasks Ok Google, what’s my confirmation number for my flight? ● Plan the day Ok Google, how is my commute to the office? ● Get answers: Ok Google, who is the King of the Netherlands? ● Make memories Ok Google, remember I left my keys on the Kitchen table. ● Control your home Ok Google, turn off the bedroom lights. ● Enjoy Entertainment Ok Google, play the Pixies on Spotify. Lee Boonstra | @ladysign There are different types of conversationalAIs... Chatbots Voice Callbots Chatbots in websites, Assistance Chatbots integrated in apps, or on social Smart Assistants, like IVR systems, phone media like Facebook Google Assistant, reservation systems, Messenger, Slack.... Alexa, Siri, on phones contact centers... and devices like Nest Hub, Watches, TVs... Lee Boonstra | @ladysign Voice Assistance vs. Callbots Turn on the lights Short utterance. -> Match to 1 intent. Long utterance. Many possible intent matches. Lee Boonstra | @ladysign Design your experience for each channel Lee Boonstra | @ladysign Website Filter on account name or account number Lot’s of results on a screen. Lee Boonstra | @ladysign Website with Natural Language... Natural way of asking! Lee Boonstra | @ladysign Voice channels How much have I spent on taxis last month? It looks like, you spent about 20 euros on taxis last month. You took the TCA taxi twice. There’s no screen. Focus on the conversation. Lee Boonstra | @ladysign Voice channels with screens How much have I spent on taxis last month? It looks like, you spent about 20 euros on taxis last month. You took the TCA taxi twice. Here’s an overview: Focus on the conversation. But also display stuff. Lee Boonstra | @ladysign Chatbots in Call Centers with Contact Center AI Lee Boonstra | @ladysign Lee Boonstra | @ladysign Often the reality looks like this: ● Long waiting / hold times ● Unlimited Call transfers ● IVR difficult to navigate ● Availability ● Inadequate information ● Agents have to answer same types of questions. Lee Boonstra | @ladysign Customers expect great, flexible, & personal experiences 60% 64% 75% of customers expect of customers want of customers prefer self-service real-time assistance personal contact (not necessarily with humans) Note: US statistics millennials; Source: Zendesk, Statista, Strategy Analytics, HBR, Ovum, USA market, CISCO VNI Lee Boonstra | @ladysign This is where Contact Center AI comes in... Use Artificial Intelligence, to make the experience of calling a service number better. Better for the customer & better for the agent. Lee Boonstra | @ladysign Introducing Google Cloud Contact Center AI Out of the box solution for telephony contact centers to use AI. No machine learning expertise required. It's using popular Google Cloud components... Lee Boonstra | @ladysign What's possible with Contact Center AI Lee Boonstra | @ladysign Improve the user experience with Contact Center AI for the consumer Dialogflow Virtual Agent Bots that understand your Bots that can answer / resolve question. common questions. ● No longer you need to ● Shorten hold times listen to audio ● Shorten the call time recordings & press keys. ● Availability ● You don’t need to be ● No longer you’ve transferred from one been told to look on agent to the other the website Lee Boonstra | @ladysign Improve the user experience with Contact Center AI for the consumer Agent Assist Bots that listen and give on screen solutions to the human agent. ● Always the correct answer ● Shorten hold times ● Shorten the call time Lee Boonstra | @ladysign Make impact for the live agent & business Agents Business ● Give real-time help ● Insights into the topics that ● Shorten training cycles are actually being discussed. ● Improve Call Quality ● Call transcripts ● Close cases more quickly ● Integrate with your existing & helpfully infrastructure. ● Cost reduction Lee Boonstra | @ladysign Futurebank demo: Web, Google Assistant & Phone OmniChannel Experiences with Dialogflow & Google Cloud Lee Boonstra | @ladysign Dialogflow / BigQuery Demo Wat interessant kan zijn is het verbinden van de verschillende technieken en kanalen. Stel je voor: een gebruiker komt op de website van een bank en leest een pagina over hypotheken. Een dag later stelt de gebruiker een vraag over zijn betaalrekening aan de web-chatbot. Aan het einde van het gesprek, vraagt de chatbot door over hypotheken, want vanuit het gebruikersprofiel kan deze zien dat de klant daarin geïnteresseerd is. De klant heeft wel interesse, en de chatbot stuurt een whatsapp-berichtje om een afspraak in te plannen… Babs the Banking Bot Web Chat Google Assistant Hey Google, let me talk to Babs The Banking Bot Let’s get Babs the Banking Bot Welcome, how can I help you? I want to transfer money. How much do you want to transfer? 100 euro. Lee Boonstra | @ladysign Which customers are unhappy and why? (Analytics) Lee Boonstra | @ladysign How can I improve the user experience? (Analytics) Lee Boonstra | @ladysign Collect real-time chats from the Dialogflow SDK Lee Boonstra | @ladysign Mask sensitive information with the DLP API Lee Boonstra | @ladysign Understand the text with the NLP API Lee Boonstra | @ladysign Store all data in a data-warehouse like BigQuery Lee Boonstra | @ladysign Optimize your agent in Dialogflow Lee Boonstra | @ladysign http://www.Futurebank.nl Demo https://github.com/savelee/kube-django-ng Lee Boonstra | @ladysign Data pipeline User types to custom UI or Customer Client channel Webhook JSChat Angular Server 5 web front-end Dialogflow Webhook Router Chatbot replies KubernetesDialogflow Engine SDK / socket.io Enterprise Back-end CRM Cloud Function KubernetesPython / Django Engine Kubernetes Engine Messaging Publisher Pub/Sub Sensitivity Sentiment Data Subscription Filter Detector Warehouse Cloud Function DLP API NLP API BigQuery Lee Boonstra | @ladysign Conclusion Lee Boonstra | @ladysign Wouldn’t it be nice to build one AI solution that can answer all questions and is available from anywhere? Your web services & databases Google Assistant Text to S Speech CCAI Agent Contact Center Virtual Agent Assist Agent Website Social media Channel BigQuery Lee Boonstra | @ladysign But if even if you just add one new AI channel. You can improve your customer experience and trim business costs. Thank you! Lee Boonstra, Developer Advocate Google My Examples: http://www.futurebank.nl https://github.com/savelee/kube-django-ng My Blue print: https://bit.ly/31hxrlh @ladysign Lee Boonstra | @ladysign.
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