Proactive Customer Care via Contextual Information Luca Pradovera, Real Time Application Engineer, MojoLingo With the proper configuration and knowledge it is possible for a service provider to anticipate why a customer is calling and proactively initiate actions - even before the agent says "hello." This talk will include several examples of what is potentially possible when you combine contextual information with a customer call.

1. Proactive Customer Care via
Contextual Information
Luca Pradovera
TADSummit 2017

2. CAN YOU SPEAK MAGIC?
INTRODUCING MYSELF
• Luca Pradovera
• Principal at Mojo Lingo (Atlanta, GA and Milan, Italy)
• Real time application developers
• Adhearsion maintainers
• We build IVRs, dialers, WebRTC apps, mobile apps
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3. CAN YOU SPEAK MAGIC?
CUSTOMER SERVICE TODAY
• 76% of users rate businesses on customer service
• 59% of bad customer experiences are shared online
• 75% think a phone call is most effective when acting
on a purchase decision
• 62 billion dollars lost yearly as a result of bad service
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https://www.newvoicemedia.com/blog/the-multibillion-dollar-cost-of-poor-customer-service-
infographic

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THE PHONE CALL PROBLEM
• No information
• Even Caller ID is not granted
• Time is spent figuring out the context
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WHAT IS CONTEXTUAL COMMUNICATIONS?
• Leveraging analytics to provide a better service
• Improving communications by adding an information
layer
• Not only for channels, but for operating modes too
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6. CAN YOU SPEAK MAGIC?
INFORMATION SOURCES
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Virtual
Data
Physical

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VIRTUAL CONTEXT
• Browsing history
• App actions
• Phone call history
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ANALYTICS CONTEXT
• Predictive algorithms
• Inference
• ASR and sentiment analysys
• Classifiers and correlations
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PHYSICAL CONTEXT
• GPS
• Accelerometers
• Cameras
• Microphones
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POSSIBLE SCENARIOS
• User has a car problem
• Opens up the car service app
• App has information from the car itself, location,
issue, even weather
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CONVERSATION
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“Hello, I can see your radiator has a leak. It
is not safe to drive the car even for short
distances, and it is going to rain shortly.
There is a gas station five kilometers down
the road who is one of our repair shops.
Would you like me to send help?”

12. CAN YOU SPEAK MAGIC?
ANOTHER POSSIBLE SCENARIO
• User is browsing an ecommerce website
• Specialized shop (eg. drone hardware)
• Has purchased previously, an entry-level drone
• Is browsing racing drone parts
• History of low-cost purchases
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13. CAN YOU SPEAK MAGIC?
CUSTOMER SERVICE RESULT
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Hello! Our recommendation is to start racing by buying
some parts for the drone you already own. That way
you can experiment with the style you like before you
commit. Alternatively, the XYZ model is a very good
entry level racing drone and I can get you a discount
coupon too.

14. CAN YOU SPEAK MAGIC?
MULTICHANNEL COMMUNICATIONS
• Focus on the customer experience
• Context is better if you have multiple channels
• Translates well to chatbots
• Requires a modern application platform
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15. CAN YOU SPEAK MAGIC?
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OUR SOLUTION

16. CAN YOU SPEAK MAGIC?
WHAT IS CLOUDONIX?
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Carrier-grade
switching platform
(IVR, mobile video,
MVNO, termination)
Platform API
BYOC RESTful API
(Voice and video API
on your existing
infrastructure)
SDK
Desktop and mobile
optimized
(time and cost
effective
development,
integrated encryption)

17. CAN YOU SPEAK MAGIC?
WHY DID WE USE CLOUDONIX?
• CPaaS and on-premises available
• Interesting pricing model based on concurrent calls
• Bring your own connectivity
• Very good mobile SDK
• Technical relationship
• IPv6 support
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MOBILE CUSTOMER SERVICE
• Mobile support app: custom SIP headers contain
contextual information, REST API allows for call
manipulation from existing web platform
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INTERNAL SERVICES
• Internal support communications: A leading USA-
based retail services corporation decided to employ
the Cloudonix.io CPaaS and SDK to connect millions
of mobile devices back to their call center.
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20. CAN YOU SPEAK MAGIC?
THANK YOU!
My name is: Luca Pradovera
I am a Voice Application Developer
at Mojo Lingo.
Web: https://mojolingo.com
Twitter: @lucaprado
GitHub: lpradovera
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