The Power of Using Artificial Intelligence Preston Faykus Founder & CEO RankMiner Predictive Analytics 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

The Power of Using Artificial Intelligence 3 Main Types of Machine Learning Unsupervised learning: discovering hidden properties of data Supervised learning: classifying new data from known properties Reinforcement learning: making the best decisions now to maximize long-term reward 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Why use Artificial Intelligence Optimize decision making process Increase reliability of predicting future outcomes Generate actionable information (as opposed to more diagnostic data) Automate analysis Improve business performance 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Well known applications Unsupervised learning: Google search, Amazon ”if you like X…”, Netflix “Top picks for you” Supervised learning: BoA automatic fraud detection, Apple Siri, Microsoft WhisperID Reinforcement learning: Deep Blue, IBM Watson, Geico instant online quotes 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

A.I. needed in Call Centers Tsunami of data in Call Centers Call Volume – billions of calls made per day Metadata – terabytes of information generated per day Business Outcomes – defined and discovered daily How does it all Inter-relate? How can humans analyze all of this data fast and efficiently? 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Artificial Intelligence in Call Centers Visibility and Insight sorely needed in customer/agent conversation Big data <==> huge number of dimensions to base decisions Advanced Digital Signal Processing can create features directly from unstructured customer/agent conversation End result: a decision-making policy to take in new data (e.g. calls) and associate them with anticipated business outcome 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Today’s Problem …call monitoring is Random & Subjective Do you really want to make decisions based on this one guy? 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Other Analytics Script adherence addresses compliance issues Speech analytics works well for script adherence & compliance … but struggles to capture meaning or feelings behind the words Script adherence addresses compliance issues … but doesn’t solve for business performance Speech to text – Apply NLP – Present to analysts - Decipher results – Measure success – Repeat trial 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

A.I. Applications in Call Centers Artificial Intelligent Predictive Models Predictive & Prescriptive Analytics Emotions found to have the single greatest impact on customer decisions & customer experience 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Prescriptive Solutions Employ A.I. to extract emotions and predict behaviors in order to drive improved business performance Digital Signal Processing Optimization Algorithms Machine Learning Parallelization Automated Learning Models “If you don’t understand their emotions, you don’t understand your customers.” -Forrester Research Group 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL Data Fusion Applying structure to unstructured data Link data and identify relationships across multiple sources Identify descriptive features 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Goal-based Predictive Analytics Phone Call is Placed Features Extracted 383 Behavioral Predictions Made Customers retained Agents improved Business grows 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Predictive Model building process Understand the operation and business objective Clean and import data Perform exploratory data analysis Extract relevant features Choose experiment parameters Train and validate classifier Interpret results Refine and select optimal model Automate application 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Predictive Modeling overview 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Predictive Modeling in action… 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Automated QA – Monitoring 100% 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL Customer Loyalty 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL Managing Quality ”Quality” is notoriously difficult to define & measure Applying Big Data techniques, able to model based on company specific culture 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Agent Performance Models Help identify who is in the most urgent need of coaching and training Create an objective measurement of call quality across agents Allow us to tie agent incentives to an objective call quality metric Assist with boot camp retraining and remediation 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL Agent Retention Intervene with productive agents at high risk of leaving Combining risk assessments with business performance allows the user to decide what best suits the company’s needs 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL New hire Models Identify emotional and behavioral attributes of successful and unsuccessful hires Form effectiveness assessments of each applicant by augmenting existing test data with recorded audio Recorded audio is a mix of structured interview questions and scenario based role play that can be compared with scoring criteria Provide risk factors to assist in decision making process 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Implementation is important Identify business success drivers Limited Risk Don’t over-burden technical department ROI ~ 90 days 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

Leverage Existing Data & Emotions At last it is now possible to capture the feelings and emotions of prospects, customers and agents using Artificial Intelligence No longer need to rely solely on human observation, subjective opinions and random sampling Artificial Intelligence can tell you how customers and agents are feeling before they act so you can intervene with intention 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL

2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL Thank you!!! Preston Faykus Founder & CEO pfaykus@rankminer.com 469.387.3865 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL