Great presentation about Customer Experience and Artificial Intelligence. Featuring IBM Watson, how AI will save us all!

1. TWO WEEK ADVENTURE
ARTIFICIAL INTELLIGENCE (AI)
IN CUSTOMER SERVICE

2. TWO WEEK ADVENTURE
WHO WE WORK WITH

3. TWO WEEK ADVENTURE
CUSTOMER EXPECTATIONS ARE
EVOLVING AT A SCARY RATE
Solve my
problem
Make it easy
Add value
Make it fun

4. TWO WEEK ADVENTURE
CUSTOMER SERVICE:
IT’S EXPENSIVE & IT DOESN’T WORK
U.S. organizations spend $112 billion on call center labor and soft-
ware, yet half of the 270 billion customer-service calls go unresolved
each year

5. TWO WEEK ADVENTURE
OK, BUT AI? SERIOUSLY!?
AI’S HAVE LEARNT TO READ AND TO SPEAK … AND USE GENERAL KNOWLEDGE,
ANALOGY AND METAPHOR
Q: EDIBLE RHYME TIME: “A LONG, TIRESOME SPEECH DELIVERED BY A FROTHY PIE
TOPPING.”
THE WANG BANG

6. TWO WEEK ADVENTURE
SERIOUS CAPABILITIES
• COMMUNICATES ON CUSTOMERS’ OWN TERMS
• CONVERSATIONAL IVR
• MAKE USE OF ALL THE KNOWLEDGE THAT THE COMPANY HAS BUILT UP … EVER
• PRIORITIZE AND SOLVE PROBLEMS THE WAY A HUMAN COULD

7. TWO WEEK ADVENTURE
Company Databases Publicly Available
Catalogues
Terms+Conditions Amazon
Yelp
Tripadvisor
Tech Support Communities
Customer Forums
Call Centre LogsEmails
Product Disclosures
Training Manuals

8. TWO WEEK ADVENTURE
WHY USE AI’S?
Cost Quality Knowledge Collapse Roles

9. TWO WEEK ADVENTURE
EXAMPLES
• “HOW DO I DIVERSIFY MY PENSION INVESTMENTS?”
• “WHAT ARE THE FLIGHTS BETWEEN LONDON AND ASIA THAT I CAN BOOK WITH AIR
MILES?”
• IBM TECHNICAL SUPPORT SERVICES
• USAA
• ANZ BANK PRIVATE WEALTH GROUP, BEGINNING WITH INSURANCE OFFERINGS.

10. TWO WEEK ADVENTURE
“Imagine if you could sit down with an adviser and, in the time it
takes to make a cappuccino, Watson will pull up all of your accounts,
read all the fine print, and tell you what kinds of insurance protection
you’re missing or where you’re overcovered.”

11. TWO WEEK ADVENTURE
CUSTOMER EXPECTATIONS ARE
EVOLVING AT A SCARY RATE
Solve my
problem
Make it easy
Add value
Make it fun

12. TWO WEEK ADVENTURE
CONCLUSIONS
• EVOLUTION IS BEGINNING
• UNDERSTAND YOUR CUSTOMER JOURNEY
• UNDERSTAND THE KNOWLEDGE YOU HAVE
• GIVE YOUR CUSTOMERS A BETTER SOLUTION, AND REAP THE REWARDS