Milliseid innovaatilisi lahendusi kasutatakse müügis ja turunduses ning miks?

Lauri Ilison

21. Veebruar 2019

Feelingstream company background

Startup company, founded 2015

Artificial intelligence for improving revenue and customer experience

Every business is leaking

Customers are leavingOpportunities are lostSales is not executed

Every company should discover their lost opportunities, sales potential and churning customers.

Visibility..

Alarming signals..

Real time actions..

Phone calls

CRM comments

Cross channel opportunity detection

Email conversation

Customer feedback

ChatChatbot

Office conversations

Online meetings

Support tickets

Customer interactions

Lost opportunities

Non executed sales

Indication for churn

Real-time Signals

Low quality experience

Sales process quality

Real-Time Sales potential detectionUse-case solution description

Decision

Contact Centre platform:Incoming

customer case

Feelingstream Decision Model

Case content

Sales Regular

Reference case:

Routing with high accuracy,

Sales potential emails to

sales team

Cross channel business leakage monitoringUse-case solution architecture

Contact Centre platform

AgentCustomer

Call audio recording

Speech to text conversion

Speaker identification

Sentiment detection

Topic detection

Audio processing

Language identification

Talk and silence detection

Sales potential detector

Text content processing

Insights to actions:

Lost opportunitiesChurn signalsSales potential

Reference case:

Near-Real-Time customer

phone calls and textual

requests monitoring for

business insight, churn

indication, sales

opportunities

Customer churn detector

AI in marketing and salesTrends

Users behaviour is changing

Electronic Screen Syndrome

Technology's influence on the nervous system is multifactorial

Claims by the parents:

1. He can’t focus at all2. She’s exhausted and has meltdowns

even when she’s slept enough3. He flies into a rage over the slightest

thing4. Her grades have gone downhill for the

whole year

An Unrecognized, Modern-Day Disorder

Global Ad spend in USD (billions)

Most of the players use Artificial Intelligence or Machine Learning inside their product

- Automation- Pattern recognition- Insight discovery

Use-cases for marketing and sales AI

● Ad placement ● Ad fraud detection● Behavior Analytics● Ad bidding● Buying mood detection● ChatBots● Communications● Content generation● Content management● Conversation Intelligence

● Cross-Channel Marketing● Cross-Device Advertising● Device behavioural

recognition● Faster Campaign execution● Image Analysis● Lead Scoring● Marketing Automation● Messaging automation● Media buying● Personalization● Recommendations

● SEO● Single to Multi to Omni

channel marketing ● Social Media

management● Strategy and Data

Analysis● Understanding of

customers ● Upsell and cross-sell

research● Virtual Agents● Website Design

Examples

Telekom PangandusKindlustus

Numbriline tagasiside samaväärne kui tekstiline

Numbriline tagasiside palju parem kui tekstiline

Numbriline tagasiside nõrgem kui tekstiline

NPS võrdlus sektorite lõikes

Kliendi tagasiside (NPS)

6 5 4 3 2 1 0

Mittesoovitajad

10 9

Soovitajad

% Mittesoovitajad % Soovitajad Net Promoter Score- =

Kui tõenäoliselt soovitate Ettevõtte X teenust oma sõbrale?

8 7

Passiivsed

Kultuurilised erinevused

Eestlased räägivad läbi kolmanda isiku ja topelt eituse

“Pole põhjust mitte soovitada …”

Soomlased räägivad otse, kas neile meeldib või mitte

“Asiakaspalvelu on hyvää.”

Soomlased näevad võimalust halva teeninduse üle kaeblemiseks

Kui tõenäoliselt soovitate Ettevõtte X teenust oma sõbrale?

Mida saab ettevõte paremaks teha?

Eestlased teevad konkreetsed ettepanekud teenuse parendamiseks

Millest nad kirjutavad?

Maanteeameti kliendi tagasiside

Ad fraud detection

● Impression fraud● Click fraud ● Conversion fraud / action

fraud

● Pixel stuffing ● Ad stacking● Ad injection ● Cookie stuffing ● Domain spoofing

Rewards marketing is very email-centric, but people are inundated with emails, so the need to be able to precisely understand the success of what works is key

https://www.youtube.com/watch?v=cQ54GDm1eL0&feature=youtu.be

Ai in marketing and sales

Key takeaways

1. AI and ML are here to help us2. Competitors will use it also3. Customer get used to handle automated (non human) interactions4. Future will be more saturated than ever5. No simple one effort solutions6. Marketing and sales will be more technical (IT), analytical

Conclusions

Actionable intelligence for customer service

Lauri Ilison(+372) 5111003

Lauri.Ilison@feelingstream.com

Feelingstream.com