Creando Soluciones

con Agentes
Inteligentes
Agenda

1 AI & Intelligent Experiences Overview

2 Conversational Apps
3 Technology to improve Intelligent Experience
4 Recommended Engagement Approach
5 Customer Stories
6 Next steps
Customer care landscape
Increased customer expectations
• Conversational interaction 55% of US online adults are likely to abandon their online purchase if they cannot
find a quick answer to their question; 77% say that valuing their time is the most
• Personalized support across multiple channels important thing a company can do. "Customers want a frictionless, easy, and
immediate journey on channels of their choice. They want a
• Friction-free interactions connected omnichannel journey across channels”

• Continuous experience from pre-sales to post-

sales service

Businesses need to adapt to customer needs

• Enhance brand engagement Customers are increasingly using Web and mobile as a first point of contact with
customer service organizations. Across all generations, they are also increasingly

• Increase sales and customer service interactions

relying on chat. Why? Customers expect companies to value their time, and these
channels provide ways to easily and effectively resolve issues.

• Reduce costs associated with customer care

Customer care landscape
Businesses are responding with a proliferation
of home grown, poorly designed rigid chatbots
Delivering a new customer experience

Outstanding Open and Scalable Data-driven Continuous

Experiences Cloud Platform Intelligence Innovation
Enhance productivity through task automation and through
automated workflows

Reach customers anywhere, on any platform or device

Engage with customers and users in a natural way,

conversationally and in context

Expose your products and services via messaging

platforms, where users are already highly engaged

Improve customer experience and reduce the need for

human assistance
Personal: Integrate data and use it to personalize all
the interaction points.

Proactive: Use artificial intelligence to anticipate and

enhance service customer needs.

Productive: Enhance productivity through task

automation and automated workflows and reduce the
need for human assistance.

Natural: Engage with customers and users in a

natural way, conversationally and in real-time context.

Dynamic: Continuously measure and evolve

experiences for continuous improvement.
business value Redesigning
operational
processes

Reimagining the
customer journey
Challenging
business
models
Customer Experience Transformation Pays Off
Increase Customer Increase Revenue Lower Cost
Satisfaction by up to Growth by To Serve by
20 percent 10-15 percent 15 to 20 percent

Before After Before After Before After

Source: McKinsey, Microsoft Services

Start with your Customer Journey

Learn Try/Buy Use Renew Advocate

Desktop Mobile Phone Email Social Ad Media In-person

Examine your customer lifecycle processes

Helping to make sure key Targeting very desirable potential

customers have high loyalty and customers with consistent,
become brand advocates to make personalized, relevant, and
the most of the lifetime value of
the customer
Retain Attract differentiated experiences that cut
through the marketplace noise

Driving conversion through

Growing share of wallet through channels that are both cost
cross-selling relevant products or effective and help meet customer
services to existing customers to Customer preference
help increase “stickiness”
Expand Acquire
Providing foundational elements
needed to embark on the
Delivering the product or service customer experience
transformation journey. This
experience which helps meet the
customer experience expectations
Serve includes alignment across people,
process, data, and technology
Merge the journey with your lifecycle
Attract Acquire Serve Expand Retain

Learn Try/Buy Use Renew Advocate

Enable

Desktop Mobile Phone Email Social Ad Media In-person

Continuous feedback maintains intelligent experiences
ENGAGEMENTS FUEL CUSTOMER INSIGHTS

OMNI-CHANNEL INSIGHTS and

EXPERIENCES ANALYTICS
Web apps Retain Attract
Personalization
Mobile apps
Product
recommendations
Conversational apps Customer

Expand Acquire
Churn analytics
Kiosks

Serve Customer analytics

Mixed Reality

INSIGHTS FUEL MORE RELEVANT ENAGEMENTS

What is a bot?
An application that performs one or
more automated tasks..

Bots uses conversation as the

interface for both internally-facing
(employees) and externally-facing
(customers) scenarios.

Conversational Apps are an

application category of AI-based
solution.
Examples of Conversational Apps
Internal Bots Simple Customer Bots Advanced Bots
Experiment and Learn Unauthenticated Services Authenticated Services

Internal Knowledge General Enquiries Account Enquiry

Take existing FAQs and empower staff to Handle basic customer enquiries Handle enquiries that require identification of
provide self-serve knowledge via Bot. traditionally hidden in FAQs. the customer
(i.e., account balance enquiry)

IT Helpdesk Appointment Booking Make Payment

Report an IT problem and check the status. Handle simple “anonymous” tasks via chat Perform actions that require a user to be
Bot can provide self-help and escalation to (i.e., booking an appointment) authenticated and authorized, e.g. make
engineer if required. payment to predefined payee.

Smart Document Agent Complex Enquiries Retail-bot

Search of relevant documents based on the For requests that a Bot cannot complete Send a customer with a new device to a
user’s needs. hand off to a human agent. stall to help them set up their services.
Top Scenarios per Industry
Scenario Retail Finance Insurance Telecoms Government Automotive Manufacturing Healthcare Media Events
Customer service ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔
Customer retail ✔ ✔ ✔ ✔ ✔
Audio/speech analysis ✔ ✔ ✔ ✔ ✔ ✔
Translation ✔ ✔
Surveillance ✔ ✔
Knowledge extraction ✔ ✔ ✔ ✔
Video/photo analysis ✔ ✔ ✔
Product identification ✔ ✔ ✔
Digital assistant ✔
Footfall analysis ✔ ✔
HD maps and
✔
object detection
Driving real-world transformation of customer service

Trained from 1 million chat Implemented AI agent across 2x increase in self-help

logs and 50,000 articles both web and mobile channels success

10x increase in
Majority of customer cases Deep integration with engagement
are now handled by AI enterprise infrastructure
8x fewer agent-
agent transfers

30% deflection
Why an Conversational App or Bot?

1. Expose your products and 2. Activate fast and more 3. Reach customers anywhere,
services via messaging platforms, convenient customer on any platform
where users are already highly engagement through natural or device
engaged language

4. Improve customer experience 5. Streamline away app 6. Harness Machine Learning to

and reduce the need for call installation, login and lengthy continually improve
center assistance payment flows
Technology to improve
Intelligent Experience
“
OUR GOAL IS TO DEMOCRATIZE A.I.
TO EMPOWER EVERY PERSON
AND EVERY ORGANIZATION
TO ACHIEVE MORE
”
SATYA NADELLA
B O T S A R E G AT E W AY S
TO AI SERVICES
Breadth
Breadth
Breadth
Business user accessibility
Development Environment
UX Support

Windows Productivity- Skype Android iOS

Microsoft Teams
UX Support
UX Support
Analytics

Start free
Analytics

https://github.com/Azure/ibex-dashboard
Analytics

https://www.dashbot.io/docs
• Any Bot that is used will represent your brand, products and services to your
end customers and employees
• Therefore it’s imperative to take a design-led approach to understand end
users’ goals, the personality, tone of voice…
• Usually, all engagements start with a one-week design and research-led
approach
 DATA AI APPS

…
Azure Cosmos DB Azure App Service Web &
Vision Speech Language Search mobile apps

Cognitive Services

Bot Service

SQL DB CRM
 Vision
Speech
Language

Your Apps
 Cognitive Services Bot Service

Infuse your apps with powerful, pre-trained Accelerate bot development with an
AI models integrated environment and pre-built
templates
Customize easily and tailor to your needs
Engage your audience easily across
Train in the cloud and deploy anywhere
multiple channels
…
Vision Speech Language Search
Azure Bot Service

Integrated environment, purpose-

built for bot development
Out-of-the-box templates to get
started in seconds
Built on Bot Framework SDK with
support for .NET and Node.js
Connected across multiple channels

© Microsoft Corporation
Building conversational agents – LET’S DO IT!

1 2 3

Choose your platform Quickly get started Deploy your bot

VSIX and Yeoman templates Azure Bot Service
On-premises hosting
Scenario focused samples
Hybrid hosting
Commerce chatbot
Information chatbot
Enterprise chatbot

© Microsoft Corporation
Action!

➔ Learn more about our vision for digital

transformation at microsoft.com/ai
➔ Our perspectives in videos and articles
➔ Customer stories
➔ Events & webcasts
➔ Social channels

➔ Contact your Microsoft Account Executive for

more information

AI Solution Templates:
https://gallery.azure.ai

QnAMaker:
http://qnamaker.ai/

AI School:
https://aischool.microsoft.com/