DISCLAIMER: This is NOT my content. You can see owner of content in deck. A great overview of how machine learning is already impacting business and cX. So much more to come!

1. Is 2017 The Year
AI Revolutionizes
Customer Service?

2. Perspectives Gained From
Decades of Experience
Eric is a tested startup leader and
team builder, with experience
launching, developing and inspiring
customer support teams. His most
recent positions were at Dropcam
(now part of Nest Labs/Google) & Zoosk.
Eric Hallquist
Senior Consultant, Customer
Service Lab
Sophie Conti
CEO, Customer Service Lab
Mahesh Ram is the founding CEO
at Solvvy, an intelligent self-service
platform for customer service. Mahesh
is a serial entrepreneur, most recently
serving as CEO of GlobalEnglish
Corporation (acquired by Pearson
PLC in 2012).
Mahesh Ram
CEO at Solvvy
Savvy Customer Service professionals
know artificial intelligence and machine
learning have the potential to make
support interactions easy and effective.
But some emerging AI products, like
chatbots, failed to live up to their promise
last year. Now the question on everyone’s
mind is “Will 2017 Be The Year AI
Revolutionizes Customer Service?”
Solvvy partnered with Customer Service
Lab to produce the content in this e-
book. Join us in exploring practical CS
applications of artificial intelligence and
machine learning.
Sophie is the founder of Customer
Service Lab, and she has spent her
career working with startups in
customer support with some of the
most innovative companies like Leap
Motion, Tile, Moo, Etsy, Indiegogo,
Teespring and more.

3. 3
An Introduction To Terminology
ARTIFICIAL
INTELLIGENCE
Teaching machines to think the
way that humans think.
MACHINE
LEARNING
DEEP
LEARNING
1950’s 1980’s 2010’s
Artificial Intelligence is a 60 year-old
term, but new AI technologies just started
coming to market in the last few years.
Machine Learning was popularized by
a computer chess program that learned
from its mistakes to become a more
formidable opponent over time.
Deep Learning is an iteration of machine
learning. It is machine learning algorithms
that run on multiple layers.
Also important is Natural Language Processing.
NLP is the ability for a computer program to understand human speech, regardless of slang or dialect.
Algorithms that mimic the brain’s
neural networks to learn without
human supervision.
The ability for machines to
learn without being
explicitly programmed.

4. Customer Service organizations are
under pressure from triple demands of
increasing volume of support requests,
rising expectations of customers and
the need to contain costs.

5. 5
Are Chatbots The Answer?
Chatbots are
Highly engineered to work with
constraints and controls.
Fragile and likely to break around
edge-case contacts.
Bots need to learn how to talk with
humans, not vice versa.
How AI/ML Impacts
Customer Service Today
Handles Basic, Repetitive Tasks
Boring questions are being
automated, making customer
service jobs more engaging and
interesting.
Identifies and Predicts Patterns
ML programs identify trends in
user behavior that humans can’t
easily see.
AI is already playing a major role in
Customer Service today.
Right now, chatbots are highly effective
in a narrow set of scenarios, but when you
start conversing with a chatbot, it fails.
Most bots on the market today do not learn
from prior agent interactions. They are
hard-wired to work. Chatbots are difficult
to maintain and hard to update because
they do not sufficiently leverage NLP.
The Truth About Chatbots
Today when a chatbot runs into an
unknown scenario, it is prone to creating
terrible experiences and negatively
impacting CSAT. The technology is not
there yet to support a fully adaptive
conversation, but it could be possible in
the not-so-distant future.
Automates Customer Contact
By effectively understanding
customer behavior and needs,
AI automates interactions.

6. Advanced technologies like artificial
intelligence and machine learning create a
more robust self-service offering for your
customers.
AI and ML offer four competitive
advantages:
AI / ML is the secret
sauce for self-service.Your Customers Prefer
Self-Service Support
IT IS FAST
IT IS EASY
Self-service adoption is on the rise.
Nearly 9 out of 10 adults have used
self-service support in the past 12
months.
IT IS CONVENIENT
Customers want to get their issue
resolved at any point. Virtual agent
use jumped from 28% in 2012 to
58% in 2015.
Your customers look for the least amount of friction when contacting your support.
Data: Forrester Trends 2016, The Future of Customer Service
Precise
Answers
Contextual
Experience
Immediate
Resolutions
Smart
Responses
Customers say valuing their time
is the most important thing
a company can do for good
customer ser vice.

7. 7
How To Use AI/ML In Customer Service
CUSTOMER FACING
Improving customer facing interactions is not
a new idea, but recent tools leveraging AI/ML
have improved its efficiency. Examples of a
front-end approach are guided or contextual
self-service, improving knowledge base
navigation functionality and surfacing the
right content to your users at the right time.
AGENT FACING
Back-End Approach
Makes agents more efficient
Quickly locate the best answer and then
deliver it through any channel. Customer
appreciate quick responses from agents
and it drives higher CSAT. Examples of
a back-end approach are learning from
past interaction data to surface the most
successful answer and intelligent routing of
incoming tickets.
Front-End Approach
Provides faster resolution

8. We can show efficiency in areas such
as support or risk operations, where we
don’t want to grow a really large people
organization. It behooves us to lean in
on things like machine learning, even AI
to make our business very efficient.
- Square CFO, Sarah Friar
2016 Q4 Earnings Call

9. 9
Making AI/ML Work For Your Company
Build Approach
Technology is core to business
Dedicated ML team working on
customized solutions
Expected >$1M annual budget
Buy Approach
Specialized, domain-specific need
Buying decision made by team (ex:
support team buys for self-service)
Expected <$75K annual spend
All companies can use commercial solutions to immediately gain automation benefits.

10. TRUSTED BY THE WORLD’S SMARTEST COMPANIES
Effortless Self-
Service Delivered
by Advanced AI and
Machine Learning

11. 11
We help companies improve customer
satisfaction with intelligent self-service
21 3 4 5
Rapid Deployment Fast Case Resolutions Reduced Ticket Volume Improved Knowledge Base Continuous Learning
Learn more at solvvy.com

12. www.solvvy.com