orion is an ai engine to automate your customer service ... · orion is an ai engine to automate...
TRANSCRIPT
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 [email protected]?
Kind regards, John CRM
intent categories lang sentiment parameters
RESENDINVOICE 96% INVOICING EN NEUTRAL CUS7568/1
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 [email protected]?
Kind regards, John CRM
intent categories lang sentiment parameters
RESENDINVOICE 96% INVOICING EN NEUTRAL CUS7568/1
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
