Moving to the Cloud: Artificial Intelligence in Cloud-Based Solutions
- 1. Artificial Intelligence in Cloud-Based Solutions Rick Nucci Nicolas Rodriguez With: Moderated by: TO USE YOUR COMPUTER'S AUDIO: When the webinar begins, you will be connected to audio using your computer's microphone and speakers (VoIP). A headset is recommended. Webinar will begin: 9:00 am, PST TO USE YOUR TELEPHONE: If you prefer to use your phone, you must select "Use Telephone" after joining the webinar and call in using the numbers below. United States: +1 (631) 992-3221 Access Code: 182-868-054 Audio PIN: Shown after joining the webinar --OR--
- 2. Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next- gen collaboration applications. With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.
- 3. Click on the Questions panel to interact with the presenters https://www.customercontactcentral.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email https://www.customerexperienceupdate.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email
- 4. About Rick Nucci Rick Nucci is the co-founder and CEO at Guru. Rick brings twenty years of experience in creating category-leading software solutions and companies. Prior to Guru, Rick was the founder and chief technology officer of Boomi, which defined and led a new segment as the first-ever cloud integration platform-as-a-service. Boomi was acquired by Dell in 2010, where Rick went on to run the Boomi business for Dell as its general manager, helping grow the organization into the industry leader it is today. Rick frequently speaks at industry events about startups, SaaS and cloud computing. Rick holds a Bachelor of Science in Logistics, Materials, and Supply Chain Management from Penn State University. About Nicolas Rodriguez Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical industries before joining the team at Aggregage. His background includes event production, political op-eds & reporting, stand-up comedy, and podcasts.
- 5. Artificial Intelligence in Cloud-Based Solutions Rick Nucci Co-founder &CEO @ Guru @ricknucci rnucci@getguru.com ©2018 Guru Technologies, Inc. Confidential & Proprietary Information
- 6. Hi, I’m Rick. ● Co-founder & CEO of Guru ● Previously co-founder of Boomi ● Wish Ipursued career in music ● Instead, Iwork on difficult enterprise software challenges* *Almost as exciting as being a rockstar... getguru.com
- 7. About Guru getguru.com ● Guru founded in 2013 by former Boomi team based on “pain we lived” ● We believe the knowledge you need to do your job should find you when you need it Investors Customers
- 8. ©2018 Guru Technologies, Inc. How Guru Adds Value to RevenueTeams Unify Guru unifies all siloed knowledge across an enterprise and simplifies the creation of new knowledge Verify Guru ensures that all knowledge is up-to-date and associated with the appropriate subject matter experts Empower Guru uses AI to empower teams with trusted knowledge where they work and when they need it most Learnsand Improves Over Time
- 9. ©2018 Guru Technologies, Inc. A Brief Example of Guru inAction... Guru AISuggest
- 10. ©2018 Guru Technologies, Inc. Agenda 1. Reality vs. Hype in Artificial Intelligence (AI) 2. The real opportunity for AI in contact centers (hint: it’s not cost savings) 3. Top 5 questions to ask your AI vendors
- 11. ©2018 Guru Technologies, Inc. A Brief AIPrimer
- 12. ML CS AI NLP DL Incorporating human intelligence into machines Making machines "understand" the meaning of natural language Algorithms making machines learnfrom data Deep layered neural network: set of ML algorithms inspired by the structure ofthe biological brain What is Artificial Intelligence?
- 13. getguru.com Where are we really at with this technology?
- 14. AIhas been “The Next Big Thing” for a longtime... getguru.com
- 15. We are currently in a big “AISpring”
- 16. getguru.com Why? Besides the algorithm, AI needs two basic things to work… Data and processing power.
- 17. Coming off the heels of the last huge technology shift, Cloud Computing, this is now better than ever. getguru.com
- 18. Easy-to-use interfaces have exponentially increased the amount of data that can be leveraged for training Oh, and Enterprise UX has improved!
- 20. Sorry to ruin the fun. But with that excitement, comes hype.
- 21. Gartner Hype Cycle for Emerging Tech,2018 getguru.com
- 22. getguru.com Hype Cycle for Emerging Tech,2009
- 24. We see lots of jargon and confusingterms “Makes use of machine learning, deep learning and transfer learning to build a unique Answer Graph” “We train a deep neural network model by converting historical customerservice transcripts into numerical representations called word vectors” “Do more with your data: AIfor professionals” “AIDelivered (by AI)” getguru.com
- 25. getguru.com
- 26. There is real fear of how AI will impact humans.
- 27. getguru.com
- 28. The new religion of artificial intelligence is called Way of the Future. “You will be able to talk to God. Literally. And know that it’s listening.” getguru.com
- 29. getguru.com How “Smart” is AI?
- 31. Technology is improving faster than we can adapt to it! getguru.com Source: Thank You for Being Late: An Optimist's Guide to Thriving in the Age of Accelerations by Thomas Friedman
- 32. ©2018 Guru Technologies, Inc. The Real AIOpportunity in Contact Centers
- 33. “Artificial Intelligence in Business GetsReal” getguru.com Source: 2018 MIT Sloan Management Review and The Boston Consulting Group (BCG) Artificial Intelligence Global Executive Study and Research Report
- 34. AIinvestments focused on Revenue, not Cost getguru.com Source: 2018 MIT Sloan Management Review and The Boston Consulting Group (BCG) Artificial Intelligence Global Executive Study and Research Report
- 35. getguru.com “Artificial Intelligence in Business GetsReal” ● It’s early days for AI, but real value is already being seen by companies big and small ● AI is being applied to revenue generating opportunities, not“cost savings” opportunities ● Every department will leverageAI
- 36. Customer Service is transforming from a Cost Center to a Revenue Center.
- 37. 4 Types of AIfor CX
- 38. Coaching humans creates long-termvalue
- 39. ©2018 Guru Technologies, Inc. Top 5Questions to Ask Your AIVendor
- 40. One Beware the “Jack of AllTrades”
- 41. “What metrics should weexpect your solution to improve?” Invest in AI products that focus on solving clear problems with access to valuable data to train from.
- 42. Two Empower your agents and your customers
- 43. “What will our customers experience?” “Customer satisfaction levels will drop as companies drive more traffic to chatbots, self-service, and chat that are not fully optimized to engage customers effectively. As companies look to increase customer engagement, lofty goals are being set particularly in the area of call deflection. Some companies have goals of decreasing call volumes by more than 50% in just under two years.” Source: Forrester, Nov 2017“Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy
- 44. Three Watch out for the “secretsauce”-ers
- 45. “How does your AIsolution learn and improve over time?” Transparency is important. Vendors should be clear and direct about what data they gather and why.
- 46. Four AIwithout up-to-date knowledge will fail in contact centers
- 47. “How will we keep ourknowledge up-to-date and accurate?” Artificial Intelligence combined with accurate, up-to-date knowledge will amplify the intelligence of your entire org, not just your contact center. For this to work, you must build a foundation for capturing and sharing knowledge and expertise across your org.
- 48. Five AIshould empower people, not replace them
- 49. “How will your solution make our agents better at their jobs?” AI has the potential to help contact center professionals deliver amazing customer experiences at scale. AI is not just a cost savings play.
- 50. ©2018 Guru Technologies, Inc. Summary and Takeaways
- 51. Like Cloud Computing before it, AIis transformational for not just enterprises, butall humans. getguru.com
- 52. While the hype is huge, there are real gains to be achieved today. getguru.com
- 53. Instead of thinking about AI “automating us away”, what if it was the AI itself that helped us grow? getguru.com
- 54. 5Questions to Ask Your AIVendor 1. What metrics should we expect your solution to improve? 2. What will our customers experience? 3. How does your AI solution learn and improve over time? 4. How will we keep our knowledge up-to-date and accurate? 5. How will your solution make our agents better at their jobs?
- 55. Artificial Intelligence in Cloud-Based Solutions Rick Nucci Co-founder &CEO @ Guru @ricknucci rnucci@getguru.com ©2018 Guru Technologies, Inc. Confidential & Proprietary Information
- 56. Q&A Nicolas Rodriguez With: Moderated by: Co-Founder & CEO, Guru Linkedin: /in/ricknucci Twitter ID: @ricknucci Email: rnucci@getguru.com Website: getguru.com Rick Nucci Editor, Aggregage Linkedin:/in/masadluffy/ Twitter ID: @CXUpdate Email: nicolas.rodriguez@aggregage.com Website: aggregage.com https://www.customercontactcentral.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email https://www.customerexperienceupdate.com/frs/9022036/artificial-intelligence-in-cloud-based-solutions/email