Sameer Muskey, Fusemachines // Improving Customer Service

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  • Data Science for Customer Service

    Sameer Maskey

  • About Founder & CEO, Fusemachines Adj. Asst. Professor, Columbia University PhD Computer Science Teach Data Science, Machine Learning/Statistical

    Methods for Natural Language Processing (NLP) in Columbia University

    We sell Customer Service Automation Platform

  • We're sorry all a/endants are

    currently busy. Please con8nue to hold and

    your call will be answered by the next available agent. Thank you for your pa8ence

  • 42+ Billion Customer Service Interactions a Year

  • Not close to reality Close to reality

    Technology Hasnt Caught up for Call Center Automation

  • Easy for humans to learn language; Machines are terrible in learning language

  • True Conversational Machines Not a Reality Yet

    Can We S8ll Automate Customer Service?

  • Customer Interactions Social Web In Person Mobile Live chat Email Telephone

    Contact Center

    Browse community forum

    Browse company website

    Browse FB page

    Tweet

    Email a service agent

    Visit an in store sales agent

    Receive info via sms

    Navigate an IVR via a smartphone

    Online chat forum

    Call customer support

  • Data Generated in Customer Interactions

    Social Web In Person Mobile Live chat Email Telephone

    Data

    Data

    Data

    Data

    Data

    Data

    Data

    Data

    Data

    Data

    Contact Center

    Data

  • Data

    Data

    Data

    Data

    Data

    Data

    Data

    Data Data

    Can We Use Generated Data to Enhance Customer Service?

    Social Web In Person Mobile Live chat Email Telephone

    Data

    ? ?

    ?

    ??

    ??

    ?

    ??

    Contact Center

    Data ?

  • Automation From Data Social Web In Person Mobile Live chat Email Telephone

    Automatically rank new piece

    of knowledge from

    community forum Data

    Data

    Data

    Data

    Data

    Data

    Data

    Data Data

    Data

    ? ?

    ?

    ??

    ??

    ?

    ??Based on

    context pre-empt and display different help options

    Predict the best next step/response based on tweet

    Predict the product purchase

    Rank the channel preference

    Provide best automated response

    Predict which agent to transfer

    Data ?

  • Automation From Data Social Web In Person Mobile Live chat Email Telephone

    Contact Center

    Historical Purchase/ Order Data Context

    Data

    Historical Usage Data

    Tweets and post

    Web forum text

    Email Text Speech

    Automatically rank new piece

    of knowledge from

    community forum

    Based on context pre-empt and display different options

    Predict the best next step/response based on tweet

    Predict the product purchase

    Rank the channel preference

    Provide best automated response

    Predict which agent to transfer

  • Automation From Data Historical Purchase/ Order Data

    Context Data

    Historical Usage Data Tweets and

    post

    Web forum text

    Email Text Speech

    Automatically rank new piece of knowledge

    from community

    forum

    Based on context pre-

    empt and display different

    options Group the

    customers for next best action

    Predict the product

    purchase

    Rank the channel

    preference Provide best automated

    response

    Predict which agent to transfer

  • Unstructured Data Structured Data

    Historical Purchase/ Order Data

    Context Data

    Historical Usage Data Tweets and

    post

    Web forum text

    Email Text Speech

    Automatically rank new piece of knowledge

    from community

    forum

    Based on context pre-

    empt and display different

    options

    Predict the product

    purchase

    Rank the channel

    preference Provide best automated

    response

    Predict which agent to transfer

    Ranking Classifica8on Clustering

    Group the customers for

    next best action

  • 3 Fundamental Problems

    Data to Scores - Ranking

    Data to Classes/Labels - Classification

    Data to Clusters - Clustering

  • Data Science for Customer Service

    Data to Scores Rank answers to provide end users Rank channel preference Rank new piece of knowledge in community forum

    Data to Classes/Labels Predict answer type machine should respond with Predict next best action for customer service representative Predict which agent to transfer to

    Data to Clusters Cluster customers based on various features Cluster topics from text data

  • Data to Scores Rank related questions based on context Rank answers based on the question input

    Data to Classes/Labels Predict answer type (number vs list, etc) Predict dialog act (statement vs rhetorical question)

    Data to Clusters Cluster topics from text data

    Data Science in Fusemachines Customer Service Automation

    Platform

  • Data to Scores Ranking of related questions based on context

    Rankings

    x

    z

    y

  • Data to Classes/Labels

    Generative Classifier

    Given a new data point find out posterior probability from each class and take a log ratio

    If higher posterior probability for C1, it means new x better explained by the Gaussian distribution of C1

    p(y|x) = p(x|y)p(y)p(x)

    p(y = 1|x) p(x|1,

    1)p(y = 1)

    Learn from a few samples of data on how to tag topic labels of answers

    Classes

  • Data to Clusters Automatically cluster text at various granularity

    sentences, passages and documents Use the cluster label as kayak like filters for

    customer service reps to find answers quickly

    Clusters

  • Data Science for Customer Service

    Data generated in customer interactions can be used to improve customer service automation using machine learning algorithms

    Data Science can be applied across all data sets that is generated in customer-company interaction points

    Full Automation (Conversational Robots) not a reality but we hope that these small steps will take us closer to that possibility

  • Thank you

    @sameermaskey @fusemachines

    Facebook.com/fusemachines

    linkedin.com/company/fusemachines

    smaskey@fusemachines.com