Minds Lab Contact_Center_Solution_Using_ai_v1.0

AI Platform Company

Big Data Analytics, Deep Learning, Artificial Intelligence ⓒ 2016, MindsLab. All Rights Reserved

Contact Center Solution Case Studyusing Artificial Intelligence

Minds Lab Inc.

ⓒ 2016, MindsLab. All Rights Reserved - 2 -

Paradigm Shift

“ It’s the beginning of a brand new era - there was web, then mobile apps and now bots. It is an incredibly powerful paradigm shift ”

David Marcus, Head of Facebook Messenger

ParadigmPC

( mid – 80s )Web

( mid – 90s )Smart-phone

( mid – 00s )

Messag-ing

( mid – 10s )

PlatformExamples

ApplicationsExamples

UI/UX

S/W Dev

DesktopDOS, Windows, Mac OS

ClientsExcel, PPT, Lotus

Native Screens

Client-side

BrowserMosaic, Explorer, Chrome

WebsiteYahoo, Amazon

Web Pages

Server-side

Mobile OSiOS, Android

AppsAngry Bird, Instagram

Native Mobile Screens

Client-side

Messaging AppsWhatsApp, Messenger, Slack

BotsWeather, Travel

Conversation

Server-side

by Beerud Sheth, Founder & CEO of gupshup.io


Contact Center Evolution : From VOC Analytics to AI AssistantContact center's primary goal is to shift the paradigm from human to artificially intelligent agents, thereby meeting the highest standards of today's industry.

Call Center

VirtualAssista

nt

SocialBig

Data

VOCAnalytic

s

• (Real-time) Voice Recognition

• (Real-time) Risk Detection through Text Analytics

Artificial Intelligence Virtual As-sistant

VOC-STT

• Natural Language Processing

• Dialog Management• FAQ, Account Inquiry

• Real Time Speech to Text

• Using STT Data as learning Data

VoC Analysis

VOC- TA

• Text Analytics of Call Center Counselling

• Reputation Analysis of Social Big Data

• Interface with Legacy System

Crawling


Virtual Assistant (So called AI Assistant) is …

Virtual Assistant utilizes Voice Recognition, Natural Language Processing and ChatBot Technology to process and to undertake the agent-to-customer interaction.

Virtual AssistantCustomerText Chatting Voice Chatting

Customer Human Agent

Web / Mobile App

MachineLearning

Voice Recogni-tion & NLP

Intention Clas-sification

Answer Genera-tion


Ideal VA System Architecture and Service ProcessSolution for VOC analysis and sentiment analysis: Natural-Language-Processing, Deep Neural Network, and Dialog Management

IntegratedDialog Management

Dialog Scenario

Natural Language Processing

Domain / Intention

DNN* Classifier

Voice Recognitio

n(STT:

Speech-to-Text)

ChatBot

HAD (Human As-sisted Dialog)

Legacy System

ChatBot (MINDs VA) in Financial Industry

* Deep Neural Network

Slot Filling

User/Session Management

Log Monitoring /

Statistics

Dialog Modeling / Scenario ManagerDialog /

Classification Learning

FAQ

External Service

Text Analysis

Sentiment Analysis

Dialog DB

Voice Synthesis(TTS: Text-to-Speech)

FAQ DB

API

Human Agent PC• Speech to Text• Natural Language

Processing• Text Analytics• Sentiment Analysis

MINDs VOC

Machine LearningImage


MINDs VA Application– 1) Web/Mobile Text based Counselling

Service Inquires including counselling and many other transactional inquires can be done both on the web and mobile using Chatbot.

Customer

Web

Mobile

Human Agent

Chat Bot

In-charge

FAQ

Classifier

FAQ

GeneralCounselli

ng

Automatic Assignment

Transactions

ExpertCounselli

ng

Feedback

Complaints

DM

DialogMonitoring

* Human-Assisted Dialog

HAD

APILegacy system

I/F• Account / Order / Reservation Inquiry• Product Order, Reservation , Payment, Transfer

DomainClassifie

r

Quick & Unified CommunicationAnd Direct Access


MINDs VA Application – 2) Human-Assisted Dialog

When VA fails to detect unknown contexts, human experts can intervene and provide further information.

• Domain Classif.• Intention Classif. • FAQ Classif.

Dialog Session

Confidence level Monitoring

Warning

HumanAgent

VA

Counsellor (Manage-rial)

Answer Recommenda-tion

score XXXXX 65 YYYYY 63 ZZZZZ 58

Join

Client History

Customer

Scale of com-plaints


MINDs VA Application– 3) Simple inquires at the call center

Virtual Agents can process and communicate in parallel with human agents, further improving the center's performance

PBX

IVR

CTI

Call

“ Hi, how can I help you today?

“

DomainClassifie

r

STT/NLP

Human Agent

Human Agent

Human Agent

Virtual Agent

Virtual Agent

Virtual Agent

TTS

STT/NLP

TTS

STT/NLP

TTS

Call Assignment

Decoding

Encoding


Performance Enhancement by using Reinforcement Learning

Any insufficient data can be remedied using reinforced-learning technique to accelerate the growth of the VA.

Session Monitoring• Call disconnection• HAD Transferred Coun-

selling• Long wait time• Repeated Request

Confidence Level Monitor-ing

• Voice Recognition• Domain Classification• Question Intention Classify• FAQ Classification

VA Performance Monitoring Tools

Customer Feedback Monitoring

• Call Satisfaction• Errored Answer • Complaints

• TA: Pattern Detection

• Session Log• Statistics

• Dialog Generation Confidence Level Log

• Customer Feedback per Session

• Complaints on VA

Reinforcement Learning Data

Gathering

Human As-sisted Dialog

Counselling KMS / Manual / Script

Reinforcement Learning


MINDs VA Benefits

Cost Effective• Web/mobile covers 5% of the call• When work with designated call center, over

10% of coverage.• Replaces E-Mail / SMS Consultation

Customer Satisfaction• 24 / 7 Service• Convenience with Voice Interfaced system • Easy and Quick Access• Simplified Customer Contact Channel• Less waiting time

Specialized Agent• Focus on complicated and sensitive inquires.

Omni-Channel CRM• Integrated Analysis on various Customer

Channel

Customer Service• Expand the service to customized marketing

and video counselling etc.

Efficiency with Maintenance• System Upgrade through Periodic

Reinforcement Learning• Minimize Manual Maintenance

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No part of this publication may be circulated, quoted, or reproduced for distribution outside the client organization without prior written approval.

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Minds Lab Contact_Center_Solution_Using_ai_v1.0

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