#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 PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 4 COL - 1317 Contact Center AI 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 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public Contact Center architecture for automation of complex Business processes 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 PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 1 COL 6 - 1317 Why Artificial Intelligence is so compelling in Contact centers? • 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 PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 1 COL 7 - 1317 Agent Assistance Services Welcome to the WORLD… of GLOBAL business! • 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. © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public WFO in a Digital International Contact Center: the Erlang C nightmare! 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? Concurrent Agents PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 2 COL 0 - 1317 Chat Translation Assistance Services 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 Cisco Customer Care infrastructure © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public Demo 1-2-3 A glimpse of future Voice Translation echoing architecture 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 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 2 5 Cisco Virtual Agent What 10% optimization does mean? Agents 90% of the Calls 10% of the Calls BOT Data collection 10% of the TIME 90% of the TIME BOT AGENTS © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public VOICE Bot Agent Escalation with Context 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 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public Conversational IVR beneficts • 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) PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 3 COL 2 - 1317 Google based IVR logic (mode #1) 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 SIP SIP SIP Call Server CUBE CVP CUCM Agents © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public Use Case 1: Utilities services • 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 PSO © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public 3 COL 4 - 1317 Premise-CVP based IVR logic (mode #2) ASR TTS gRPC DialogFlow VIRTUAL SDK VOICE BROWSER Speech Server WebHook MRCP ASR/TTS Http Streaming Audio (On-Prem) Call