Proactive Customer Care via Contextual Information

Luca Pradovera TADSummit 2017

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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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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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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?”

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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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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.

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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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OUR SOLUTION

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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)

SDKDesktop and mobile

optimized(time and cost

effective development,

integrated encryption)

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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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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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