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

2. 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, | TAMPA, FL

3. 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, | TAMPA, FL

4. 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, | TAMPA, FL

5. 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, | TAMPA, FL

6. 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, | TAMPA, FL

7. 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, | TAMPA, FL

8. 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, | TAMPA, FL

9. 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, | TAMPA, FL

10. 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, | TAMPA, FL

11. 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, | TAMPA, FL

12. 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, | TAMPA, FL

13. 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, | TAMPA, FL

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

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

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

17. 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL
Customer Loyalty
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL

18. 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, | TAMPA, FL

19. 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, | TAMPA, FL

20. 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, | TAMPA, FL

21. 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, | TAMPA, FL

22. 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, | TAMPA, FL

23. 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, | TAMPA, FL

24. 2017 PACE CONVENTION & EXPO | APRIL 2-5, 2017 | TAMPA, FL
Thank you!!!
Preston Faykus
Founder & CEO
2017 PACE CONVENTION & EXPO | APRIL 2-5, | TAMPA, FL