+ All Categories
Transcript

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© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

How Dialogic and IBM Are Making Conferencing Smarter

with AI

Thomas SchroerSenior Director Marketing

Vince PugliaDeveloper Advocate

Tom BanksWAS Liberty & IBM Voice Gateway

Offering Manager

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© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Real-Time Communications and AI

Artificial

Intelligence

Augmented

Intelligence

Machine

Learning

Analytics

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© 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© 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© 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© 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© 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© 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© 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

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© 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 ProxyDiameter

Visual IVRAudio/ Video

ConferenceMobile Apps VoiceMail Network IVR

SNMP

CDR

PowerNova

EMS/OAM&P

Database

SS7 Signaling & TDM SIP / WebRTC

Integration

Deployment

Flexibility

Customization

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© 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© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

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© 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 score5

Customer leaves

voicemail expressing

displeasure3

Auto attendant/IVR option

is to leave voice message2Customer care specialists are

provided list of transactions with

low sentiment score for follow up6

Customer gets follow up

call or specific information

on resolving their issue7

Tone analyzer

Emotional

Social

Language

Voicemails are analyzed by AI sentiment

analysis and flagged for follow up if necessary4

IBM Voice Gateway

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© 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© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.

Questions

Thomas [email protected]

Vince [email protected]

Tom [email protected]

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


Top Related