1. THE USE ARTIFICIAL INTELLIGENCE TO SUPPORT CUSTOMER SERVICE
Slide Title Page
Well… My name is Yesaya, and I am an ICT Officer – Application Programmer from Tanzania Ports Authority (TPA), some of you, you may already know me from my initiatives in sharing online content about my experience as Software Developer through my website, App, and Social Media channels under the name Yesaya Software.
A little bit about my background in Artificial Intelligence is, I am part of the team behind eShangazi, a Sexual and Reproductive Health Chatbot powered by AI. So far we have managed to build 5 more chatbots.
And today, we are going to talk about how we can Use Artificial Intelligence to Support Customer Service.
THE USE ARTIFICIAL INTELLIGENCE
TO SUPPORT CUSTOMER SERVICE

2. Sample 2 Roadmap History of Customer Service Introduction to AI
Using AI for Customer Service with ChatBot
Dataflow for a ChatBot
Conversational Platforms
Who is Using Chatbot
Way Forward
We will start by taking a look at the History of Customer Service in Relation to Advancement of Technology. Briefly will talk about Introduction of Artificial Intelligence and then we will discuss about how we can use AI for Customer Service with a ChatBot.
Later, we see the dataflow for a ChatBot, the input data from a user and how it is processed to get a response back to a user. We will also talk about Conversational Platforms, and see how the giant tech companies have invested in.
To give you an impression, we will see a few examples of business that are taking advantage of ChatBot powered by AI to support Customer Service.
And finally, a way forward.

3. In 1876 Telephone was invented by Alexander Bell, telephone introduces the new way to communicate with companies and shops from a traditional way of physically visiting the company and shops.
Yet by this time the technology was somehow expensive just a few people were having telephone by that time. An improvement was may to the Telecommunication Industry in 1894, by introducing Telephone Switchboard. If you ever watched old movies or picture, you have the idea about this, Telephone switches gives the opportunity for companies and shops to communicate with their customers from different regions and countries.
Most of you, know about Call Center, and they exists even today, in 1960s companies began filling large rooms with agents whose sole purposes was to answer and resolve customer issues.
Toll Free in 1967, where customer can call the company / shop regarding there products for free. And the charges of communication is paid by the companies itself, you may find this method is used even today. Some of the organizations offer this service of calling them for free.
While the most interesting of all, is the Internet. Since it’s introduction in 1991, and later 1996 internet use and instant messaging had grown enough to allow businesses to utilize and 1-on-1 chat.
Internet open more doors for innovation and the use of advanced technology. Now most company use Social Media Channels to reach out for their customers. Truth be told, and statistics back up on this, that most people spend their time on Social Media Channel on internet than in any other place. It is a reasonable decision for business to take advantage of the platform by having the presence on this platforms.
The growth of internet and advancement of technology has influenced AI to be used in different sectors including Customer Service.
Despite the fact that, Customer Service has evolved over time with the introduction and inventions of technology, yet there are two things remain unchanged.

4. Customer Expectations
Sample 4
Customer Expectations
Customers have always wanted effortless interactions
Customers want more personable service experiences.
Customers have always wanted effortless interactions
Customer wanted to not struggle to get for a particular product / service, also when something is wrong they want a few steps and convenient methods to communicate with Customer Service team.
Customer want more personable service experience
If customer already known, you should not treat him/her as a stranger, all the history purchases and interactions should be kept to find the interest for a particular customer in the product / service. Next they come you can simply offer the usual product/service instead of starting asking like you don’t know them.

5. AI FOR CUSTOMER SERVICE
Sample 3
AI FOR CUSTOMER SERVICE
AI is a branch in computer science dealing with the simulation of intelligent behavior in computers.
Major capabilities of AI for Customer Service
Machine Learning – learn from data (uses statistical techniques), without being explicitly programmed.
Natural Language Processing – understand, interpret and manipulate human language.
Explain about facial recognition, give the example how one can be recognized in a system.
Give example for customer service like how a machine can learn from the list of FAQ and later help users
In NLP explain how input from users is being processed to find the meaning
Introduce the chatbot concept, that come in play with AI. Behind the chatbot there is AI that power the conversation.

6. Sample 2 USING AI FOR CUSTOMER SERVICE With ChatBot
Chatbots have recently become quite popular. They are being used by businesses to provide proactive assistance to their customers.
At Google I/O 2017, predictions by analysts by 2020
30% of web browsing sessions will be done without a screen.
50% of all searches will be voice.
85% of customer interfaces will be managed without human.
So one may say, why a chatbot.?
These statistics gives us an alert to start preparing our selves for what might happens in the future. We cant ignore this, by saying that these only apply to the developed countries, no we know that, our customers accessing services also from other countries and are experiencing a new way which is much easier to get service.

7. Sample 3 WHAT IS A CHATBOT?
A computer program or AI designed to simulate conversation with human via auditory or textual methods.
A Software Robot.
A conversational user interface to interact with your application.

8. Sample 4

10. Sample 5 Conversational Platform
The concept of the conversation is central to a ChatBot.
Conversational Platform
There are a number Conversational Platform powered by AI.
Dialogflow (Google)
Rasa
Wit.ai (Facebook)
Watson (IBM)
LUIS (Microsoft)

11. Character Pose Slide WHO IS USING CHATBOT?
Chatbots make life even easier for consumers. With chatbots, there’s no more long waits on hold to talk to a person on the phone or going through multiple steps to research and complete a purchase on websites.

12. Call To Action Slide Are you Hungry? Let’s order some food… Thank You
Well, I put this slide as a final slide, on the screen is a chatbot I build for this particular presentation. Don’t be excited because you can not test this, I can only test myself because there are a number of approval process to be done for a chatbot to be publicly accessible.
So, I imagined that someone has a restaurant and may be he/she running also the business through Social Media platform, so customers place order by commenting on the particular dish or simple making a call. So if the food is late user may make a call to remind restaurant owner about their order. That’s the idea,
So, if there are more phone calls to receive, some may be on hold that delayed our customers, and other may be forgotten. But it is a tough job receiving the order and making sure the order are served.
Building a chatbot can help simplify this process, we know our menu and we know the price, we know the way customer communicate with us requesting for a particular dish. How about we train an AI Agent to handle the orders and record while we can focus on making sure the order are served on time.
What I am saying here, is chatbot can be implemented in a number of industries, it does not matter what industry your interested in to improve customer service, with chatbot and AI the possibilities are endless (on the sky is the limit).
I want to give you some examples but I want to go out and figuring it our for you particular case, even here at the commission it is possible for chatbot to play the role, just ask, who are the speakers? And the machine will figure out the answer to that.
THANK YOU SO MUCH for listening and special thanks to the commission for the opportinuty for me to stand in front of you today.
Thank You
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