With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. These advances initially gave the impression that automation will replace the human element. Join Rick Nucci, Co-Founder and CEO of Guru, as he demystifies AI, explains how machine learning helps contact centers rather than replaces them, and demonstrates how to leverage this new technology to create innovative solutions.

1. Artificial Intelligence in Cloud-Based Solutions
Rick Nucci Nicolas Rodriguez
With: Moderated by:
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2. Mitel is a global market leader in business communications, powering more
than two billion business connections with our cloud, enterprise and next-
gen collaboration applications. With more than 70 million users in nearly 100
countries, Mitel is the only company that wakes up every day exclusively
focused on helping customers take their communications from where they
are today to where they expect them to be.

3. Click on the Questions panel to
interact with the presenters
https://www.customercontactcentral.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email
https://www.customerexperienceupdate.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email

4. About Rick Nucci
Rick Nucci is the co-founder and CEO at Guru. Rick brings twenty years of experience in creating category-leading
software solutions and companies. Prior to Guru, Rick was the founder and chief technology officer of Boomi,
which defined and led a new segment as the first-ever cloud integration platform-as-a-service. Boomi was acquired
by Dell in 2010, where Rick went on to run the Boomi business for Dell as its general manager, helping grow the
organization into the industry leader it is today. Rick frequently speaks at industry events about startups, SaaS and
cloud computing. Rick holds a Bachelor of Science in Logistics, Materials, and Supply Chain Management from
Penn State University.
About Nicolas Rodriguez
Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long
Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical
industries before joining the team at Aggregage. His background includes event production, political op-eds &
reporting, stand-up comedy, and podcasts.

5. Artificial
Intelligence in
Cloud-Based
Solutions
Rick Nucci
Co-founder &CEO @ Guru
@ricknucci
rnucci@getguru.com
©2018 Guru Technologies, Inc. Confidential & Proprietary Information

6. Hi, I’m Rick.
● Co-founder & CEO of Guru
● Previously co-founder of Boomi
● Wish Ipursued career in music
● Instead, Iwork on difficult enterprise
software challenges*
*Almost as exciting as being a rockstar...
getguru.com

7. About Guru
getguru.com
● Guru founded in 2013 by
former Boomi team based
on “pain we lived”
● We believe the
knowledge you need to
do your job should find
you when you need it
Investors
Customers

8. ©2018 Guru Technologies, Inc.
How Guru Adds Value to RevenueTeams
Unify
Guru unifies all siloed knowledge
across an enterprise and simplifies the
creation of new knowledge
Verify
Guru ensures that all knowledge is
up-to-date and associated with the
appropriate subject matter experts
Empower
Guru uses AI to empower teams with
trusted knowledge where they work
and when they need it most
Learnsand
Improves
Over Time

9. ©2018 Guru Technologies, Inc.
A Brief Example of Guru inAction...
Guru AISuggest

10. ©2018 Guru Technologies, Inc.
Agenda
1. Reality vs. Hype in Artificial
Intelligence (AI)
2. The real opportunity for AI in contact
centers (hint: it’s not cost savings)
3. Top 5 questions to ask your AI vendors

11. ©2018 Guru Technologies, Inc.
A Brief AIPrimer

12. ML
CS
AI
NLP
DL
Incorporating human intelligence into
machines
Making machines "understand" the
meaning of natural language
Algorithms making machines learnfrom
data
Deep layered neural network: set of ML
algorithms inspired by the structure ofthe
biological brain
What is Artificial Intelligence?

13. getguru.com
Where are we
really at with
this technology?

14. AIhas been “The Next Big Thing” for a longtime...
getguru.com

15. We are currently in a
big “AISpring”

16. getguru.com
Why?
Besides the algorithm, AI needs two basic
things to work… Data and processing
power.

17. Coming off the heels of the last huge
technology shift, Cloud Computing,
this is now better than ever.
getguru.com

18. Easy-to-use interfaces have exponentially increased the
amount of data that can be leveraged for training
Oh, and Enterprise UX
has improved!

19. It’s all very
exciting.

20. Sorry to ruin the fun.
But with that excitement,
comes hype.

21. Gartner Hype Cycle for Emerging Tech,2018
getguru.com

22. getguru.com
Hype Cycle for Emerging Tech,2009

23. We see
articles likethis...
getguru.com

24. We see lots of jargon and confusingterms
“Makes use of machine
learning, deep learning and
transfer learning to build a
unique Answer Graph”
“We train a deep neural network model
by converting historical customerservice
transcripts into numerical
representations called word vectors”
“Do more with your data:
AIfor professionals”
“AIDelivered
(by AI)”
getguru.com

25. getguru.com

26. There is real fear of how AI
will impact humans.

27. getguru.com

28. The new religion
of artificial
intelligence is
called Way of
the Future.
“You will be able
to talk to God.
Literally. And
know that it’s
listening.”
getguru.com

29. getguru.com
How “Smart” is AI?

30. The All-Important Inputs

31. Technology is improving faster than we can adapt to it!
getguru.com
Source: Thank You for Being Late: An Optimist's Guide to
Thriving in the Age of Accelerations by Thomas Friedman

32. ©2018 Guru Technologies, Inc.
The Real AIOpportunity
in Contact Centers

33. “Artificial Intelligence in Business GetsReal”
getguru.com
Source: 2018 MIT Sloan Management Review and The Boston Consulting Group
(BCG) Artificial Intelligence Global Executive Study and Research Report

34. AIinvestments focused on Revenue, not Cost
getguru.com
Source: 2018 MIT Sloan Management Review and The Boston Consulting Group
(BCG) Artificial Intelligence Global Executive Study and Research Report

35. getguru.com
“Artificial Intelligence in Business GetsReal”
● It’s early days for AI, but real value is already being seen
by companies big and small
● AI is being applied to revenue generating opportunities,
not“cost savings” opportunities
● Every department will leverageAI

36. Customer Service is
transforming from a Cost
Center to a Revenue
Center.

37. 4 Types of AIfor CX

38. Coaching humans creates long-termvalue

39. ©2018 Guru Technologies, Inc.
Top 5Questions to Ask Your AIVendor

40. One
Beware the “Jack of AllTrades”

41. “What metrics should weexpect
your solution to improve?”
Invest in AI products that focus on solving clear problems
with access to valuable data to train from.

42. Two
Empower your agents and
your customers

43. “What will our customers
experience?”
“Customer satisfaction levels will drop as companies drive more
traffic to chatbots, self-service, and chat that are not fully optimized
to engage customers effectively. As companies look to increase
customer engagement, lofty goals are being set particularly in the area
of call deflection. Some companies have goals of decreasing call
volumes by more than 50% in just under two years.”
Source: Forrester, Nov 2017“Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

44. Three
Watch out for the “secretsauce”-ers

45. “How does your AIsolution
learn and improve over time?”
Transparency is important. Vendors should be clear and
direct about what data they gather and why.

46. Four
AIwithout up-to-date knowledge
will fail in contact centers

47. “How will we keep ourknowledge
up-to-date and accurate?”
Artificial Intelligence combined with accurate, up-to-date knowledge will
amplify the intelligence of your entire org, not just your contact center.
For this to work, you must build a foundation for capturing and sharing
knowledge and expertise across your org.

48. Five
AIshould empower people,
not replace them

49. “How will your solution make our
agents better at their jobs?”
AI has the potential to help contact center professionals deliver amazing
customer experiences at scale. AI is not just a cost savings play.

50. ©2018 Guru Technologies, Inc.
Summary and Takeaways

51. Like Cloud Computing before it,
AIis transformational for not just
enterprises, butall humans.
getguru.com

52. While the hype is huge, there are
real gains to be achieved today.
getguru.com

53. Instead of thinking about AI
“automating us away”, what if it was
the AI itself that helped us grow?
getguru.com

54. 5Questions to Ask
Your AIVendor
1. What metrics should we expect your solution to improve?
2. What will our customers experience?
3. How does your AI solution learn and improve over time?
4. How will we keep our knowledge up-to-date and accurate?
5. How will your solution make our agents better at their jobs?

55. Artificial
Intelligence in
Cloud-Based
Solutions
Rick Nucci
Co-founder &CEO @ Guru
@ricknucci
rnucci@getguru.com
©2018 Guru Technologies, Inc. Confidential & Proprietary Information

56. Q&A
Nicolas Rodriguez
With: Moderated by:
Co-Founder & CEO, Guru
Linkedin: /in/ricknucci
Twitter ID: @ricknucci
Email: rnucci@getguru.com
Website: getguru.com
Rick Nucci
Editor, Aggregage
Linkedin:/in/masadluffy/
Twitter ID: @CXUpdate
Email: nicolas.rodriguez@aggregage.com
Website: aggregage.com
https://www.customercontactcentral.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email
https://www.customerexperienceupdate.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email