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1© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
How IBM and Dialogic are
Making Conferencing Smarter with AI
...
2© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
How Dialogic and IBM Are Making Conferencing Smarter
with AI
...
3© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Making Collaboration Smarter
 Market drivers and trends for ...
4© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Real-Time Communications and AI
Artificial
Intelligence
Augme...
5© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
AI For Everyone
Who Benefits?
Network operations
teams
Custom...
6© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Real-Time Communications and AI
45%more extensive data
analys...
7© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
The Role of Cognitive Assist in The Customer Journey
Customer...
8© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
The Role of Cognitive Assist In The Customer Journey
Customer...
9© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
A turn-key approach that is a simple, step-by-step support
9
...
10© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
What is it?
• Next generation Cognitive Agent platform
• Exp...
11© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Cognitive Self Service
IBM Voice
Gateway
Customer
calls supp...
12© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Cognitive Agent Assistant
Customer calls support and is
conn...
Watson: Center of Conversational Assistants
Create an omni-channel experience
for better user engagement
Detect emotional ...
14© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
What is PowerVille?
Media
Processing
Signaling
Service
Creat...
15© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Why the Voice Gateway?
MQTT
SIP
RTP RTP
WS
REST
IBM Watson
V...
16© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
 Interface between conferencing app and AI services
› SIP/R...
17© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
18© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Communication Apps | Integration with Analytics
Impact of po...
19© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Communication Apps | Integration with Analytics
Customer cal...
20© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
 Integrating AI with RTC applications
Automated language se...
21© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Upcoming Events
TECHXLR8 Asia
Marina Bay Sands, 10 Bayfront ...
22© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Questions
Thomas Schroer
thomas.schroer@dialogic.com
Vince P...
23© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Dialogic is a registered trademark of Dialogic Corporation a...
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How IBM and Dialogic Are Making Conferencing Smarter with AI

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The slide deck for the webinar "How IBM and Dialogic Are Making Conferencing Smarter with AI" with Tom Banks, Tom Schroer, and Vince Puglia.

Publicada em: Tecnologia
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How IBM and Dialogic Are Making Conferencing Smarter with AI

  1. 1. 1© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. How IBM and Dialogic are Making Conferencing Smarter with AI Integrating AI and Real-Time Communications Services With IBM Voice Gateway and Watson September 20, 2017
  2. 2. 2© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. How Dialogic and IBM Are Making Conferencing Smarter with AI Thomas Schroer Senior Director Marketing Vince Puglia Developer Advocate Tom Banks WAS Liberty & IBM Voice Gateway Offering Manager
  3. 3. 3© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Making Collaboration Smarter  Market drivers and trends for integrating real-time communications with AI  IBM Voice Gateway and Watson cognitive services  Adding AI to the PowerVille™ Conferencing app  Actionable use cases for RTC and AI
  4. 4. 4© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Real-Time Communications and AI Artificial Intelligence Augmented Intelligence Machine Learning Analytics
  5. 5. 5© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. AI For Everyone Who Benefits? Network operations teams Customer care organizations Marketing groups Operations organizations The Consumer
  6. 6. 6© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Real-Time Communications and AI 45%more extensive data analysis and insights 75%will include AI in one or more applications or service
  7. 7. 7© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. The Role of Cognitive Assist in The Customer Journey Customers prefer self service Innovation needs to provide business value 71% of consumers want the ability to solve most customer service issues on their own - 2016 Aspect Consumer Experience Index 1% improvement in FCR can reduce contact center operating costs by 1%. - SQM Group
  8. 8. 8© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. The Role of Cognitive Assist In The Customer Journey Customers prefer self service Innovation needs to provide business value 71% of consumers want the ability to solve most customer service issues on their own - 2016 Aspect Consumer Experience Index 1% improvement in FCR can reduce contact center operating costs by 1%. - ICMI
  9. 9. 9© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. A turn-key approach that is a simple, step-by-step support 9 • Can transcribe the spoken word (via Speech To Text) • Can understand what is being asked through conversation’s natural language processing (via Conversation) • Can talk back to people (via Text To Speech) • To bring these capabilities to the phone network, we have built the IBM Voice Gateway Voice Services today
  10. 10. 10© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. What is it? • Next generation Cognitive Agent platform • Expandable solution to allow customization including calling out to on-prem systems, as well as bringing in additional analytics services • Cloud native, Microservice solution (Docker images) • Horizontally scalable to meet demand • Deployable to on premise networks or the cloud • Provides a SIP endpoint for connecting to, and orchestrating between, Watson services • Part of an omni-channel support solution covering phone, web, and social channels IBM Voice Gateway Introducing the new IBM Voice Gateway
  11. 11. 11© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Cognitive Self Service IBM Voice Gateway Customer calls support Watson talks to customer, asking why they have called and works to resolve their query Voice Gateway connects caller to Watson, and can be expanded to connect Watson to on-prem systems Voice Gateway can transfer call to agent if needed
  12. 12. 12© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Cognitive Agent Assistant Customer calls support and is connected with an agent Watson listens in to what the customer is saying, and when it has suggestions on what to do/what info is needed it can send that to the agent Audio is streamed to agent and Voice Gateway SBC* Agent uses real-time cognitive feedback to help customer IBM Voice Gateway * Session Border Controller
  13. 13. Watson: Center of Conversational Assistants Create an omni-channel experience for better user engagement Detect emotional states* and responds in appropriate ways Build once, deploy across multiple platforms *Leveraging Watson Tone Analyzer Create natural language interactions with your end-users, including Q&A and onboarding Advanced Machine Learning capabilities Walk customers through business processes like application forms or resetting a password 13
  14. 14. 14© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. What is PowerVille? Media Processing Signaling Service Creation Monitoring Provisioning Configuration Management Voice - Video - FAX Core Functions PowerVille™ Apps PowerMedia® Load balancer Media Resource Broker Cloud Centrex ASR/TTS/Transcoding/Recording PowerMedia® XMS & HMP IMS/TAS Graphical Designer SCE Web Services 3rd party resouces Mobile Apps Integration Social Media Plug-In Messaging SMPP B2BUA SIP Proxy Diameter Visual IVR Audio/ Video Conference Mobile Apps VoiceMail Network IVR SNMP CDR PowerNova EMS/OAM&P Database SS7 Signaling & TDM SIP / WebRTC Integration Deployment Flexibility Customization
  15. 15. 15© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Why the Voice Gateway? MQTT SIP RTP RTP WS REST IBM Watson Voice Gateway Text-to-Speech Conversations Speech-to-Text
  16. 16. 16© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.  Interface between conferencing app and AI services › SIP/RTP, MQTT, REST  Free conferencing application › Participants pushed ad for first ten minutes of conference › Ad selection based on intents/entities detected by IBM Watson › Contextual ads pushed to the participants by a “Conference Valet” IBM Watson Services Retrieve and Rank Conversation Tone Analyzer Speech to Text Discovery IBM Voice Gateway Video Conferencing Integration with IBM Voice Gateway and Watson Analytics Ad server SIP RTP MQTT REST 1 2 3 4 5 6 7
  17. 17. 17© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
  18. 18. 18© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communication Apps | Integration with Analytics Impact of poor customer service is HUGE! Of consumers have stopped doing business with a brand of company due to a poor customer service experience – 2015 Global State of Multichannel Report
  19. 19. 19© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Communication Apps | Integration with Analytics Customer calls into auto attendant or IVR and is not able to solve problem 1 Customers is texted proactively due to poor sentiment score 5 Customer leaves voicemail expressing displeasure 3 Auto attendant/IVR option is to leave voice message2 Customer care specialists are provided list of transactions with low sentiment score for follow up 6 Customer gets follow up call or specific information on resolving their issue 7 Tone analyzer Emotional Social Language Voicemails are analyzed by AI sentiment analysis and flagged for follow up if necessary4 IBM Voice Gateway
  20. 20. 20© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.  Integrating AI with RTC applications Automated language selection Sentiment analysis for customer scoring and qualification Qualifying a customer via auto scoring ——————————————————— Website analytics, online activity, calls, messages to predict customer readiness 250 157 13 0 -12 Keyword analysis for customer satisfaction Analysis of keywords to determine customer sentiment Omni-channel Engagement of Customers | Integrating RTC with AI
  21. 21. 21© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Upcoming Events TECHXLR8 Asia Marina Bay Sands, 10 Bayfront Avenue, Singapore Toshi Center Hotel 2-4-1 Hirakawa-cho, Chiyoda-ku, Tokyo 1-2-0093, Japan A2I Summit Singapore October 2nd A2I Summit Tokyo October 20th Register at www.Dialogic.com/A2ISummit
  22. 22. 22© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Questions Thomas Schroer thomas.schroer@dialogic.com Vince Puglia vincent.puglia@dialogic.com Tom Banks tom.banks@uk.ibm.com
  23. 23. 23© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED. Dialogic is a registered trademark of Dialogic Corporation and all companies controlling, controlled by, or under common control with Dialogic Corporation. (“Dialogic”). The names of actual companies and products mentioned herein are the trademarks of their respective owners. 09/17 Thank You

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