Conversational AI in enterprises can provide the following benefits - · Increased Engagement – Multiple customers can be managed across multiple touch points using a single solution · Personalized Customer Service – Platform that can tailor communication-based on historical data of the customer · Ownership of the data – Enterprises can own the conversational data to help understand the customer life cycle and improve business · Cost Savings – A multi-faceted conversational AI solution cut down cost up to 30% in customer support

1. CUSTOMER ENGAGEMENT ON CONVERSATIONAL PLATFORMS

2. Speakers
Rishabh Sood
Associate Director – Advanced Services Group
Vinit Balani
Program Manager – AI ML

3. Agenda
1 Presentation
o Introduction to Powerupcloud & capabilities
o Customer Engagement trends in 2019
o How Customer Engagement works in connected world
o Improving Customer Experience using Machine Learning & AI
2 Q & A
2 Poll – Are traditional customer engagement mechanisms still relevant in Technology Space?

4. About Powerupcloud
200 40% 3 4 1
• Premier Consulting Partner
• Devops Competency
• Data & Analytics
Competency
• Machine Learning
Competency
• Financial Services
Competency
• Migration Competency
No of employees
across 3
geographies
Average EBIDTA
from services
business
Operations in 3
countries
• USA
• Singapore
• India
Service Offerings
• Cloud Consulting
• Managed Services
• AI Services
• Data Analytics
Only ML Competency
partner for AWS in
APAC
Vision: To become one of world’s leading cloud-based technology companies, solving customers problems by
building innovative and well-engineered technology solutions.
AWS Consulting Partner of the Year, 2018
Globally fastest to achieve AWS Premier Consulting
Runners up in AWS Mobility Awards by AWS, Sequoia & Facebook in Deep Tech Space, 2017
AWS Innovation Partner of the Year, 2016

5. Services
Cloud Migrations | Cloud Discovery | Devops
Automation | Cost Optimization | Security
Hardening | Architecture Validation
CLOUD CONSULTING
Monitoring & Alerting | Incident Management |
Access Management | Backup Management | DR
Drills | Cost Optimization
24*7 MANAGED SERVICES
Chatbots | Decision Making AI | Perception AI |
NLP/NLU | Image Recognition | Video & Text
Analytics | Speech Processing | Deep Learning
ARTIFICIAL INTELLIGENCE
Data Lake | Data Warehouse | BI Dashboards |
Machine Learning | Big Data
DATA ANALYTICS
SERVICES

6. CUSTOMER ENGAGEMENT
WHAT? | WHY? | HOW?

7. Some Stats
Customers are no longer loyal to Product/Price, but to experience
According to Temkin
Group, you can
double your earnings
within 36 months
with great customer
experience.
86% buyers are
willing to pay more
for customer
experience
73% buyers point to
customer experience
as an important
factor in purchasing
decisions
63% buyers find a
positive experience
with a brand to be
more influential than
great advertising
Walker Study reveals
By 2020, Customer
Experience will
takeover Price &
Product as key brand
differentiator

8. What is Customer Experience?

9. Customer Engagement Trends in 2019
Triggered email messages have 71% higher open & 102% higher click rates than
non – triggered emails
Majority of CMOs (>63%) expect the marketing budgets to increase in 2019
Global Retail sector technology spending to reach $203.6 Billion in 2019
Marketers report measurable lift from their personalization efforts
More than 50% organizations will redirect their investments to CX innovations - Gartner
Mobile search to generate 27.8 billion more queries than desktop by 2019

10. Why to improve Customer Engagement?
Improve customer
retention
39%
Improve customer
satisfaction
31%
Increase cross selling &
upselling
30%
Improve customer retention
Improve customer satisfaction
Increase cross selling & upselling
Source
Genesys

11. What happens when you don’t invest in customer experience?
Frustrated Customer
Share happy experience with 6 or more people
67% customers mentioned bad experience as reason for churn
Happy Customers
Frustrated customers share bad experience with 15 or more people
Only 1 out of 25 frustrated users complain before leaving
Absence of negative feedback is not a sign of satisfaction

12. Change Drivers for Customer Engagement
Customers demand excellent experience, with minimal effort & time, reach resolution with empathy & personalization
INSTANT ACCESS
ACCELERATED
INNOVATION
CHANNEL SHIFT
COMMUNICATION DEMOCRATISATION
CUSTOMER POWER
CHANGE IN TRUST EQUATION
SIMPLICITY IN DELIVERY

13. CUSTOMER ENGAGEMENT IN
A CONNECTED WORLD

14. How Customer Engagement Works In A Connected World
When everything is connected, how you connect is everything
• Profile of connected customer
• Connected customer changing business landscape
• Ways to deliver to connected customer
• Preparing for the connected world
INSIGHT - Customers don’t think about channels, they think about what they need to get done.

15. CUSTOMER EXPECTATIONS
Convenience
Personalization
Speed
Efficiency
Empowerment
Seamlessness
Ease
Authenticity
Well Informed & Practical
Values Personalization
Brand Influencer
Expects Immediate Results
Wants Authenticity
Profile of A Connected Customer

16. Connected Customers Are Changing Business
Customer Needs Business Imperatives
The best CX is no CX
Intuitive interactions
Collaborative, not dictated
Smarter companies
Be flexible
Real time information
Mobile-driven
Always learning
Empowered
Personalized
INSIGHT - The hottest technology only stays hot if
it matches connected customer expectations

17. Ways to deliver to connected CX
Key Technology enablers
Artificial Intelligence and Machine Learning
Chatbots
Open infrastructure and APIs
Predictive intelligence
Mobile payments
Omnichannel in action
Business Impact
The Alexa voice-activated digital home
assistant designed to seamlessly assist
customers in their everyday life, getting
smarter and becoming more intuitive
as you use it.
Morgan Stanley estimates that
approximately 20 million Alexa-enabled
devices have been sold since its debut in
mid 2015.

18. Preparing for connected economy
Think human first Enable intuitive, predictive,
personalized interactions
Disavow separate channels
Give it a Try
Create a vision for your customers
by learning how they use your
products and services now, and
how they want to use them in the
future. Reimagine your operations
to match that vision.
Deploy data insight and analytics
across the organization to
understand and mind the gaps in
connected customer needs.
Present one face to the customer
with a holistic omni-channel
platform that combines voice,
email, web, apps, bots, video,
mobile, IVR, social, and whatever
channels come next.

19. IMPROVING CUSTOMER EXPERIENCE
USING ARTIFICIAL INTELLIGENCE

20. Need for AI in Customer Engagement
By 2020, 85% of customer interactions will be managed without a human.
- Gartner
Personalization is in the past, extreme personalization is the future
On demand information availability – live systems across channels
Understand customer’s complete history & design response in
context
Automated, fast & hassle – free system to take care of your
customers

21. Building blocks for implementation of AI in CX
DATA UNIFICATION
Multiple sources of data
Multiple formats
(structured/unstructured)
AI is a data driven activity
Tool based unification - lesser
time & costs
REAL TIME INSIGHTS
DELIVERY
In the moment conveying
insights
Customer’s chosen touchpoint
BUSINESS CONTEXT
Isolated transactions easier to
understand & interpret
AI must be given context to
deliver
AI can shape customer
behaviour

22. Ways in which AI can influence CX
CUSTOMER SERVICE
CHATBOTS
VIRTUAL ASSISTANTS
EXTREAM
PERSONALIZATION
Reducing the no of
transactions
CUSTOMER
INSIGHTS
Traditional methods take time
AI enabled analytics can sift
through large & complex
datasets
Bots to simulate human
interactions & provide
immediate , personalized
response 24*7
Utilize AI to answer user
queries, engaging users in
personal responses & quick
query resolution
Predictive personalization
Finds every single relationship
in the data, predicting future
behavior

23. Case In Site
PROBLEM STATEMENT
• Multiple channels of communication – different experience
• 6 million existing customer base
• 100+ product variants, each with different TA
• Higher response & resolution times – higher churn, lower CSAT
PROPOSED SOLUTION
• Designing & delivering consistent experience across digital channels
• Personal Assistant to provide real time, 24*7 support to customers
• Real time product recommendations – many to zero clicks for lead generation
• Real time response frequency, with minimal lag

24. Thank you!
Bangalore | Chicago | Singapore