Orion is an AI engine to automate your customer service ... · Orion is an AI engine to automate...

Orion is an AI engine to automate your customer service processes.

As a company, when should you start looking into AI?

TEXT SPEECH

Hi, My name is John Doe. My customer number is CUS78568/1. Could you please resend my last invoice to john.doe@test.com?

Kind regards, John CRM

intent categories lang sentiment parameters

RESENDINVOICE 96% INVOICING EN NEUTRAL CUS7568/1

john.doe@test.com

benefit

complexity

selecting domains to apply AI

USE CASEautomatic dispatching

of e-mails on central mailbox

email content category probability

general AI models

+ recognition 85% with accuracy >90% + dispatch operators put to more

effective use

RESULTS

RECOMMENDATIONS- KPI driven - don’t start with too many categories

USE CASEanswer template suggestions on customer emails or chats

Hi, My name is John Doe. My customer number is CUS78568/1. Could you please resend my last invoice to john.doe@test.com?

Kind regards, John CRM

intent categories lang sentiment parameters

RESENDINVOICE 96% INVOICING EN NEUTRAL CUS7568/1

john.doe@test.com

Route to teaminvoicing EN

Dear Mr. Doe, Please find your last invoice in attachment.

Best regards, Your customer support agent CRM

USE CASEnatural language understanding

for inbound customer service calls

intent categories lang sentiment parameters

CHANGEADDRESS 84% CONTRACTING EN NEUTRAL -

Eliminiate IVR connect to agent

Summary: Customer would like to change address.

Hello, I would like to change the address on my contract.

Hello, I see you would like to change your address, can you provide the street and city name?

...

+ customer expressiveness + IVR tree reduction + recognition 70% with accuracy ~90% + operator training speedup

RESULTS

- DTMF language selection very prevalent - some customers tell full story

PITFALLS

FUTURE OFartificial intelligence in customer service

3. more dynamic operator and chatbot interaction

1. automation at the customer side resulting in increased complaints getservice.com

2. Siri and Alexa start interacting with customer service

orion.thinknext.be