Vasili Triant, VP and General Manager

AI: Shaping the Future of Contact Centers

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

The world has changed!

Don’t get in strangers’ cars

Don’t meet people from the Internet

1998

Literally summon strangers from the internet and get in their cars!

2018

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

The experts have weighed in

“By 2020 customers are going to make their buying decisions based on customer experience — not product, not price.”

“50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020.”

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Why AI in the contact center?

1 Contact centers are always in optimization mode

2 Consumers expectations rising for personalization

3 Automation is improving, but creates exceptions

4 Pressure on companies to improve stagnant CX

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Simple! Not Exactly.

It used to be simple – route, queue, report

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Full of Options.… and Silo’s.

“Hi! Thanks for contacting us…”

“Who are you?”

“I need to find you in the system”

“…have you contacted us

before?”

“I think I’ll need to transfer you..”

“Hang tight, this may take some time”

“Found you! Ok, Why are you calling?”

What are today’s experiences often like?

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

We CanDo Better

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Data will empower better experiences to…

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

…Deliver contextual intelligence ubiquitous throughout the customer and agent

experience

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

The Cloud Powers A.I.

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Key to know: How A.I. relates

Artificial Intelligence

A program that can sense, reason, act, and adapt

Machine Learning

Algorithms whose performance improve as they are exposed to more data over time

Deep Learning

Subset of machine learning in which multilayered neural networks learn from vast amounts of data

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

5 Myths About A.I. and Contact Centers

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

A.I. is new in contact centers

#1

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

A.I. = chatbots#2

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

A.I. replaces people

#3

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

A.I. is all about automation

#4

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

A.I. will reduce call volume

#5

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Imagine if . . .

… Cognitive, Personal, Seamless… No Apparent Silo’s.

“Hi Julie. Thanks for contacting

us…”

“We appreciate your six year relationship

with us”

“…And you were checking your order status ”

“… I see you you were just on the

web”

“…Can I also suggest this?

“… Are you inquiring about that order?”

“…Tracking says its out for PM delivery”

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Add Cloud AICisco Answers: AI for cognitive engagement

Powered by GoogleContact Center AI

Part of Cisco® Intelligent customer journey solutions

Real-time contextual assistance for agents

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Three actions to take

Think ”agent augmentation” as much

as automation

Identify % of exception calls that require

expertise

Inspect all incoming contacts for renewed

automation opportunities

1 2 3