The complete cognitive contact center

1. The Complete Cognitive
Contact Center
Creating the ultimate customer experiences.

2. Speakers today
11/2/2017 Confidential and Proprietary 2
Dean Upton
Director of Strategic Consulting
Blueworx
Jeannette Browning
WW IBM Watson Sales

3. Agenda
 The State of Customer Experience
 The Cognitive Contact Center
 The Power of Blueworx + Watson

4. Changing consumer
expectations
4
 Highly demanding of seamless
and frictionless experience
 Less loyal to singular brand
 Have Omni-channel expectations
 Social media gives individual
voices great power

5. 70
56
53
0 20 40 60 80
CALL DEFLECTION/COST
REDUCTION
CUSTOMER APPETITE FOR
SELF-SERVICE OPTIONS
IMPROVED CUSTOMER
SATISFACTION
%ofrespondents
Main Reasons Why Businesses
Choose Self-Service Channels
79
51
49
0 20 40 60 80 100
I GET MY QUESTIONS
ANSWERED IMMEDIATELY
BECAUSE I CAN MULTI-
TASK
IT'S A MORE
CONVENIENT/EFFICIENT
COMMUNICATION METHOD
%ofrespondents
Main Reasons why Customers
Choose Self-Service Channels
Self-Service Channels are key to
winning the future of customer service
Dimension Data, 2015 Global Contact Centre Benchmark Survey

6. Customer experience gap
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Gartner predicts “by
2018 50%+ of business
investments will be
redirected towards CX
innovations”
50%+
Gartner predicts “by
2020 a customer will
manage 85% of
business engagement
with out interacting with
a human”
85%
2020 CX will over take
price and product as a
key differentiator.
2020
62% of companies view
CX as a competitive
differentiator.
62%

7. To drive
customer loyalty
you must invest in
customer experience.

8. Cognitive in the contact center
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The Cognitive Contact Center
 An center that unlocks the customer experience
potential by leveraging data from external, internal,
structured, unstructured, voice and visual
sources…making them work together.
 Providing an interaction that delivers on customer
expectations based on the cognitive ability to
understand, reason and learn from every
interaction.

9. Creating intelligent conversations
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“Companies will continue to
explore the power of adding
intelligent conversation
interfaces to static self-service
options”
Email
Chat
Voice
Mobile
Social
Onsite
Agent
10 reasons why AI-powered, automated customer
service is the future

10. A view of the cognitive contact center
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A contact center powered by Watson’s Virtual Agent,
delivered with the reliability and scalability of Blueworx.
Blueworx IVR
Watson
Conversation
Connector
IP
Network
VXML
Browser
Telephony
Engine
MRCP
Module
Watson
Conversation/
Virtual Agent
Watson
Speech
API
SIP SIPAudio
SIP
Gateway
MRCP
Connector
Watson
TTS
MRCP
Watson
STT
MRCP MRCP
Connector
Watson
Conversation
API
VXML Traditional
VXML
App Server

11. Watson Virtual Agent +
Watson Developer Cloud
 Think about ...
 Can I convert my pdf documents to answers I can use?
 Will it support all my customer channels?
 Will it support multiple languages? And, accents?
 Will it work with my different content types?
 Answer questions accurately?
 Integrate with my back-end data, systems, and IVR?
 WVA comes with preconfigured conversations = kick-starts your development effort!

12. The bottom line
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Cognitive
Conversations
Intelligent
Agents
Digital
Interactions
Smarter
Interactions
Better Customer
Experience
Reduced
Costs

13. Business challenge
Bogged down by routine yet complex issues with no way
to prioritize urgent cases, Autodesk needed to handle
increasing volumes and boost customer satisfaction
without expanding its workforce.
Transformation
Autodesk uses cognitive computing to power an intelligent
chat bot that supports frictionless self-service, giving the
company a competitive edge in software support
Results: “in the first 2 weeks Ava has saved 286
hours which equals 7+ weeks of work by agents”
90% decrease
support cost
by diverting
automatable cases
away from contact
center
99% lower
resolution time
Hours to minutes
Increases
customer service
capacity
To handle growing
volume without
growing workforce
“Cognitive computing is the future of customer support. We simply can’t scale to meet customer expectations without it.”
—Gregg Spratto, Vice President of Operations, Autodesk Inc.
Using cognitive computing to divert routine
support cases away from the contact center
View Case Study

14. Watson
Call Center Services & SaaS
 Installation services
 Remote installation required for non-cloud implementations
 Watson Virtual Agent (WVA), Speech-to-Text (STT), Text-to-Speech (TTS)
 Design services 2-day webinar
 Introduction to WVA & extensibility to STT/TTS,
 High-level dialog design plus 10 hours scheduled support ($10k)
 Implementation services: Price is dependent upon scope.
 Architecture, dialog (conversation) development for both WVA and speech,
 STT and acoustic customization,
 Test and integration for all levels of implementation:
 Demo, POC and production.

15. Blueworx delivers Watson’s
capabilities to our contact center
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 Blend Watson’s fluid conversation
with traditional directed dialog
 Build a cognitive contact center at a
pace that suits your business
 Continuously improve the quality of
every customer interaction
 Transform calls into a more
relevant and relational experience
 …with the proven reliability of
Blueworx
Blueworx is the only IVR to certify
IBM’s MRCP connector for Watson.
Level 1
New speech
engines
Example
Speech to text
instead of
grammars.
Level 2
Natural
Language
Understanding
Example
Watson
Conversation
guides to
appropriate VXML
application.
Level 3
Agent-assist
Example
Cognitive
application
attempts to solve
the problem,
providing
information to a
human agent.
Level 4
Highly
automated
Example
Cognitive
application
attempts to solve
the problem,
providing
information to the
caller. Agents are
freed up for more
challenging calls.
Level 5
Fully
autonomous
Example
Caller uses
freeform speech
to request
information,
accurate answer
derived from
machine learning.
Directed Dialog
Directed Dialog
Directed Dialog
Directed Dialog

16. To experience a demo of the cognitive contact center
Contact us today
Next Webinar: June 14, 2017
Unlocking the Power of The Cognitive Contact Center
A technology overview