Moving Conversational bots off Your Product Roadmap And Into Your Workstreams: Dynamics talks: Seattle 3/26/19
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The document discusses Google's advancements in AI, particularly through its Dialogflow Enterprise Edition, which enables companies to create conversational experiences across various platforms. It highlights the growing use of AI in customer service, automation, and integration with backend systems, emphasizing the need for multilingual and flexible solutions. Key features include built-in sentiment analysis, speech-to-text capabilities, and tools for faster deployment of AI-driven bots.
Moving Conversational bots off Your Product Roadmap And Into Your Workstreams: Dynamics talks: Seattle 3/26/19
- 1. Tony Lusk Customer Engineer, Google Cloud Conversational AI Moving off of your roadmap and into your workstreams
- 3. Google is an AI company
- 4. Gmail Smart Reply 12% of all responses sent on mobile
- 6. 21M Developers 1000's Deep learning researchers ~1M Data scientists Who can actually use AI today? Very few users today can create a custom ML model We need to make AI accessible to millions more
- 7. How Google can inject AI into your business Building blocks Platform Solutions
- 8. A comprehensive set Sight Language Conversation Cloud Speech-to-Text Dialogflow Enterprise Edition Cloud Text-to-Speech Cloud Vision Cloud Video Intelligence Cloud Translation Cloud Natural Language New AutoML Natural Language NewAutoML TranslationAutoML Vision New of AI building blocks
- 9. What is a “conversational experience”?
- 10. Proprietary & Confidential 10 Demo Trip to Mexico
- 11. Conversation is the new UI! 80% of customer interactions can be resolved by well-designed bots – Accenture 60% of consumers want easier access to self-serve solutions for customer service – Ovum 50% of enterprises will spend more on bots than traditional mobile app dev by 2021 – Gartner
- 12. Consumers have high expectations Based on data collected in Fall 2017 from sample of 1,051 U.S. adults, ages 18-64.
- 13. Meeting expectations is hard without the right tools NLU doesn’t grow on trees! Few companies have the expertise to do NLU as well as consumers expect Maximizing reach takes effort Building support for multiple languages, platforms, devices, and apps is complex Enterprise integration is critical Integration with backend services (eg CRM) requires open, flexible infrastructure
- 14. What is Dialogflow Enterprise Edition? ● The emerging standard for building natural and rich conversational experiences for customer service and other applications across devices, websites, messaging platforms, and apps ● Powered by Google AI ● Built on Google Cloud Platform infrastructure, with Cloud Support and SLA available ● Multilingual and platform-agnostic: 20+ languages supported, 14 single-click integrations, and 7 SDKs
- 15. Dialogflow benefits for users Build faster Engage more efficiently Maximize reach Start training with only a few examples 40+ pre-built agents and “small talk” features Go-to-market with a simple bots in hours Built-in, world-class natural language understanding Multiple fulfillment options, including built-in code editor Training and analytics across platforms Build once, deploy everywhere 20+ languages supported (most in product category) 14 single-click platform integrations & 7 SDKs
- 16. Conversation management Text Digital Voice Phone calls through gateway Dialogflow Enterprise Edition Google Cloud Orchestration Directory CRM Other systems & APIs Platform AppEngine Infrastructure Compute Engine Microservice Cloud Function Multi Channel Fulfillment Phone Mobile app Car TV Google home Chat on web Facebook Messenger Twitter Google Assistant on mobile Completing the picture
- 18. Dialogflow customers across industries
- 19. ● Serves 30+ million passengers annually, operates 200+ aircraft, and flies to 163 destinations worldwide ● Its “BB” customer service virtual agent lets customers find/book flights via FB Messenger, with handoff to live agents for complex requests ● Key quote: “Dialogflow was very easy for our developers to use. We were able to build and ship the experience really quickly." Example Use Case : Industry: Travel
- 21. Proprietary & Confidential 21
- 23. Developer adoption is growing quickly No.ofDevelopers 2016 Cloud Next ‘17 (March) Cloud Next ‘18 (July) 600,000+ 150,000+
- 24. Confidential & Proprietary What’s New Contact Center AI
- 25. 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.* * American Express 2017 Global Customer Service Barometer Give customers access to answers to common questions 24x7 globally, without queuing Help live agents answer questions more quickly and accurately, with fewer/shorter customer holds Make complex, frustrating IVR trees obsolete without having to rely more on live agents Top 3 ways that AI can help contact centers provide great customer service: 1 2 3
- 26. Use cases in the contact center and beyond ● Customer service ● E-commerce ● Home entertainment ● Auto ● Organizational knowledge ● Onboarding & Helpdesk
- 28. New features relieve contact center pain Phone Gateway Beta Knowledge Connectors Beta Built-in sentiment analysis Beta Built-in Text-to-Speech Beta Automatic Spelling Correction Beta Lets you instantly convert any Dialogflow virtual agent into a conversational IVR Uses technology similar to that used in Google Search to correct for user typos Complements explicit intents with automated responses sourced from knowledge bases Measures sentiment to provide a data point about need for live agent handover Powered by DeepMind’s WaveNet to deliver high-quality speech responses for telephony & IoT
- 29. Phone Gateway Lets you instantly convert any Dialogflow virtual agent into a conversational IVR (Interactive Voice Response) system. Based on the same Google infrastructure used by Google Voice, Project Fi, Google Hangouts. Telephony service, speech recognition, NLU, and speech synthesis are handled out-of-the-box.
- 30. Knowledge Connectors Dialogflow lets you pre-build explicit responses to specific user intents. Knowledge Connectors enrich the conversation by complementing explicit intents with automated responses sourced from internal knowledge bases (articles, FAQs, etc.).
- 31. Confidential & Proprietary Automatic Spelling Correction Users commonly use abbreviations and incorrect spelling or grammar, particularly when typing in a hurry. Our new Automatic Spelling Correction feature uses technology developed for Google Search to correct for user typos.
- 32. Built-in Sentiment Analysis Measures sentiment of a user request to provide a data point about the user’s emotional state of mind. That data can be used to help determine the need for bringing in live agent help.
- 33. Built-in Text-to-Speech Dialogflow uses Cloud Text-to-Speech powered by DeepMind’s WaveNet technology (closes audio-quality gap with human speech by 70%) to deliver natural, precise speech responses. Useful for telephony as well as IoT applications (e.g., cars, TVs).