Creando Soluciones
con Agentes
Inteligentes
Agenda
1 AI & Intelligent Experiences Overview
2 Conversational Apps
3 Technology to improve Intelligent Experience
4 Recommended Engagement Approach
5 Customer Stories
6 Next steps
Customer care landscape
Increased customer expectations
• Conversational interaction 55% of US online adults are likely to abandon their online purchase if they cannot
find a quick answer to their question; 77% say that valuing their time is the most
• Personalized support across multiple channels important thing a company can do. "Customers want a frictionless, easy, and
immediate journey on channels of their choice. They want a
• Friction-free interactions connected omnichannel journey across channels”
• Continuous experience from pre-sales to post-
sales service
Businesses need to adapt to customer needs
• Enhance brand engagement Customers are increasingly using Web and mobile as a first point of contact with
customer service organizations. Across all generations, they are also increasingly
• Increase sales and customer service interactions
relying on chat. Why? Customers expect companies to value their time, and these
channels provide ways to easily and effectively resolve issues.
• Reduce costs associated with customer care
Customer care landscape
Businesses are responding with a proliferation
of home grown, poorly designed rigid chatbots
Delivering a new customer experience
Outstanding Open and Scalable Data-driven Continuous
Experiences Cloud Platform Intelligence Innovation
Enhance productivity through task automation and through
automated workflows
Reach customers anywhere, on any platform or device
Engage with customers and users in a natural way,
conversationally and in context
Expose your products and services via messaging
platforms, where users are already highly engaged
Improve customer experience and reduce the need for
human assistance
Personal: Integrate data and use it to personalize all
the interaction points.
Proactive: Use artificial intelligence to anticipate and
enhance service customer needs.
Productive: Enhance productivity through task
automation and automated workflows and reduce the
need for human assistance.
Natural: Engage with customers and users in a
natural way, conversationally and in real-time context.
Dynamic: Continuously measure and evolve
experiences for continuous improvement.
business value Redesigning
operational
processes
Reimagining the
customer journey
Challenging
business
models
Customer Experience Transformation Pays Off
Increase Customer Increase Revenue Lower Cost
Satisfaction by up to Growth by To Serve by
20 percent 10-15 percent 15 to 20 percent
Before After Before After Before After
Source: McKinsey, Microsoft Services
Start with your Customer Journey
Learn Try/Buy Use Renew Advocate
Desktop Mobile Phone Email Social Ad Media In-person
Examine your customer lifecycle processes
Helping to make sure key Targeting very desirable potential
customers have high loyalty and customers with consistent,
become brand advocates to make personalized, relevant, and
the most of the lifetime value of
the customer
Retain Attract differentiated experiences that cut
through the marketplace noise
Driving conversion through
Growing share of wallet through channels that are both cost
cross-selling relevant products or effective and help meet customer
services to existing customers to Customer preference
help increase “stickiness”
Expand Acquire
Providing foundational elements
needed to embark on the
Delivering the product or service customer experience
transformation journey. This
experience which helps meet the
customer experience expectations
Serve includes alignment across people,
process, data, and technology
Merge the journey with your lifecycle
Attract Acquire Serve Expand Retain
Learn Try/Buy Use Renew Advocate
Enable
Desktop Mobile Phone Email Social Ad Media In-person
Continuous feedback maintains intelligent experiences
ENGAGEMENTS FUEL CUSTOMER INSIGHTS
OMNI-CHANNEL INSIGHTS and
EXPERIENCES ANALYTICS
Web apps Retain Attract
Personalization
Mobile apps
Product
recommendations
Conversational apps Customer
Expand Acquire
Churn analytics
Kiosks
Serve Customer analytics
Mixed Reality
INSIGHTS FUEL MORE RELEVANT ENAGEMENTS
What is a bot?
An application that performs one or
more automated tasks..
Bots uses conversation as the
interface for both internally-facing
(employees) and externally-facing
(customers) scenarios.
Conversational Apps are an
application category of AI-based
solution.
Examples of Conversational Apps
Internal Bots Simple Customer Bots Advanced Bots
Experiment and Learn Unauthenticated Services Authenticated Services
Internal Knowledge General Enquiries Account Enquiry
Take existing FAQs and empower staff to Handle basic customer enquiries Handle enquiries that require identification of
provide self-serve knowledge via Bot. traditionally hidden in FAQs. the customer
(i.e., account balance enquiry)
IT Helpdesk Appointment Booking Make Payment
Report an IT problem and check the status. Handle simple “anonymous” tasks via chat Perform actions that require a user to be
Bot can provide self-help and escalation to (i.e., booking an appointment) authenticated and authorized, e.g. make
engineer if required. payment to predefined payee.
Smart Document Agent Complex Enquiries Retail-bot
Search of relevant documents based on the For requests that a Bot cannot complete Send a customer with a new device to a
user’s needs. hand off to a human agent. stall to help them set up their services.
Top Scenarios per Industry
Scenario Retail Finance Insurance Telecoms Government Automotive Manufacturing Healthcare Media Events
Customer service ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔
Customer retail ✔ ✔ ✔ ✔ ✔
Audio/speech analysis ✔ ✔ ✔ ✔ ✔ ✔
Translation ✔ ✔
Surveillance ✔ ✔
Knowledge extraction ✔ ✔ ✔ ✔
Video/photo analysis ✔ ✔ ✔
Product identification ✔ ✔ ✔
Digital assistant ✔
Footfall analysis ✔ ✔
HD maps and
✔
object detection
Driving real-world transformation of customer service
Trained from 1 million chat Implemented AI agent across 2x increase in self-help
logs and 50,000 articles both web and mobile channels success
10x increase in
Majority of customer cases Deep integration with engagement
are now handled by AI enterprise infrastructure
8x fewer agent-
agent transfers
30% deflection
Why an Conversational App or Bot?
1. Expose your products and 2. Activate fast and more 3. Reach customers anywhere,
services via messaging platforms, convenient customer on any platform
where users are already highly engagement through natural or device
engaged language
4. Improve customer experience 5. Streamline away app 6. Harness Machine Learning to
and reduce the need for call installation, login and lengthy continually improve
center assistance payment flows
Technology to improve
Intelligent Experience
“
OUR GOAL IS TO DEMOCRATIZE A.I.
TO EMPOWER EVERY PERSON
AND EVERY ORGANIZATION
TO ACHIEVE MORE
”
SATYA NADELLA
B O T S A R E G AT E W AY S
TO AI SERVICES
Breadth
Breadth
Breadth
Business user accessibility
Development Environment
UX Support
Windows Productivity- Skype Android iOS
Microsoft Teams
UX Support
UX Support
Analytics
Start free
Analytics
https://github.com/Azure/ibex-dashboard
Analytics
https://www.dashbot.io/docs
• Any Bot that is used will represent your brand, products and services to your
end customers and employees
• Therefore it’s imperative to take a design-led approach to understand end
users’ goals, the personality, tone of voice…
• Usually, all engagements start with a one-week design and research-led
approach
DATA AI APPS
…
Azure Cosmos DB Azure App Service Web &
Vision Speech Language Search mobile apps
Cognitive Services
Bot Service
SQL DB CRM
Vision
Speech
Language
Your Apps
Cognitive Services Bot Service
Infuse your apps with powerful, pre-trained Accelerate bot development with an
AI models integrated environment and pre-built
templates
Customize easily and tailor to your needs
Engage your audience easily across
Train in the cloud and deploy anywhere
multiple channels
…
Vision Speech Language Search
Azure Bot Service
Integrated environment, purpose-
built for bot development
Out-of-the-box templates to get
started in seconds
Built on Bot Framework SDK with
support for .NET and Node.js
Connected across multiple channels
© Microsoft Corporation
Building conversational agents – LET’S DO IT!
1 2 3
Choose your platform Quickly get started Deploy your bot
VSIX and Yeoman templates Azure Bot Service
On-premises hosting
Scenario focused samples
Hybrid hosting
Commerce chatbot
Information chatbot
Enterprise chatbot
© Microsoft Corporation
Action!
➔ Learn more about our vision for digital
transformation at microsoft.com/ai
➔ Our perspectives in videos and articles
➔ Customer stories
➔ Events & webcasts
➔ Social channels
➔ Contact your Microsoft Account Executive for
more information
AI Solution Templates:
https://gallery.azure.ai
QnAMaker:
http://qnamaker.ai/
AI School:
https://aischool.microsoft.com/
