Monday, March 20, 2017

Cooldimi solution for Customer Experience

Kuldip Pabla is the co-author of this blog


CX (Customers Experience) 


We think we know what it is, at least it has a definition in Wikipedia:
In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience.
A good customer experience means that the individual's experience during all points of contact matches the individual's expectations. 
A Customer Experience is part of the almost infinite number of human experiences. A negative CX creates pain in customers. Here is a tweet

CX is broken across industries


The article 5 Companies People Hate Calling  features Comcast, ATT, Wells Fargo, Time Warner Cable and Dish Network. We read

  • If you want an exercise in banking futility, call Wells Fargo. 
  • ATT had the dubious honor of ranking number one among all companies in a survey asking subscribers which companies have the worst customer service in the country.
You can read what the article says about the other companies. The Customer Experience in these companies is a journey through anger and pain.

Top management is aware.  Their real intention is to "manage the customer experience" (as Gartner describes the process).

At  Comcast, after One Year in to Comcast’s Massive Customer Service Overhaul  there is no real improvement. 

The scores are still low. And, Comcast’s gains might be due to their initiatives or it might be attributed to the Hawthorne Effect, where the mere act of looking at something more closely makes it improve.
Comcast's treatment for a  low CX was misdiagnosed. They did not develop a customer-focused vision and there is no awareness of the new Artificial Intelligence and Chatbots technology


Improving the CX  and eliminating customer pain



This is exactly what Cooldimi does


The following diagram shows the details

How Cooldimi Platform improves the CX
Most call centers assign one customer representative per customer, as you see in the top part of the diagram. If we have three customers calling at the same time, customer number four will wait. The wait times are longer and longer as traffic increases. Once the customer reaches the first level CR,  the person just starts collecting basic information and decide to pass to the next level, who may be not (and often she is not) the right person. There is enough wait time accumulating to breed anger and frustration

The lower part of the diagram shows how AI chatbots work in customer interaction. First, the chatbot responds immediately, there is no waiting time. If properly trained, the AI chatbot handles the salutation, standard small talk and collects all the data.

The Cooldimi platform uses chatbots to do the heavy lifting. One human CR can service now 10x or more customers and keep them happy

Research has shown nearly half of people do not mind chatting with chatbot, as long as the conversation is taken over by a human later on. Each interaction of the bot uses the Knowledge Base of answers and at the same time updates it real with latest information

Sentiment Analysis


Monitoring customer satisfaction real time
Cooldimi Platform displays the customer satisfaction. In previous blogs, we talked about happiness factor. In large companies there is no human contact face to face among employees, management and customers. There is no personalization and this goes against human nature.

The diagram shows a customer, well identified, starts scoring low and falls in the red area;  the company takes immediate action and  brings her back to the yellow area

This is how Cooldimi manages the CX (Gartner's terminology). CX is an asset making money and improving profitability

Changing the culture


This can not be done overnight and it can not be done, from inside the company 
Changing an organization’s culture is one of the most difficult leadership challenges. That’s because an organization’s culture comprises an interlocking set of goals, roles, processes, values, communications practices, attitudes and assumptions.
The elements fit together as an mutually reinforcing system and combine to prevent any attempt to change it.
What we say  we do is visible. What we really do is based on inertia

It has to be done from outside. AI Bots for big businesses for Customer Experience are almost exclusively offered by startups  

We can help  turn a big ship around. We plant a nucleus based on AI and grow it up until a new standard of CX  permeates the organization. Changing the CX is the first step.

To avoid customer switching brands, in 2016 almost 90%  of companies compete based on CX


Saturday, March 04, 2017

Why Joaquin Quiñonero Candela left Spain ?

European ideas of creating wealth


"With all my respect for startups and dotcoms, they do not manufacture anything"

I took this quote and photo from a tweet on the book Leadership made in Spain . It has 12 interviews of entrepreneurs from Spain, one of them named Espinosa de los Monteros.

In twenty-five years during the 13th century, the Mongol army subjugated more lands and people than the Romans had conquered in four hundred years. They never manufactured anything. Their wealth was growing through war and pillaging.

In middle ages, wealth meant having land. Manufacturing goods exploded in England in the 19th century

There many ways of creating wealth, but the type of wealth created in Silicon Valley is least understood in the outside world.

Take for example Snapchat. After the IPO last week, the company, a text messenger in essence, is valued 24 billions, more than Best Buy or United Airlines. Snapchat lost $500 million and they will continue to loose money. How is this possible?


How Facebook creates wealth?

Then I read the article Inside Facebook AI Machine  Quotes
Facebook today cannot exist without AI. Every time you use Facebook or Instagram or Messenger, you may not realize it, but your experiences are being powered by AI.
We can not manufacture AI or ML. But Europe knows this very well. Here is the head of Artificial Intelligence in Facebook


 He comes from Spain. His name is Joaquin Quiñonero Candela. He is one of the many brilliant scientists from Europe.
Candela was born in Spain. His family moved to Morocco when he was three, and he attended French language schools there. Though his grades were equally high in science and humanities, he decided to attend college in Madrid, ideally studying the hardest subject he could think of: telecommunications engineering, which not only required a mastery of physical stuff like antennas and amplifiers, but also an understanding of data, which was “really cool.” He fell under the spell of a professor who proselytized adaptive systems. 

 Why brilliant minds leave Europe and Spain in particular?

Because the entrepreneurial elite of Spain did not keep the pace with the new ideas of wealth creation. The quote by Espinosa de los Monteros. at the beginning of this post, makes impossible for scientists like Candela to create a similar wealth there.

At the end I see this picture from Facebook Building 20 in Menlo Park. This is where I worked when Sun Microsystems still existed


And this only tiny part of Facebook AI operations.

Cooldimi

We are cooldimi . We are a startup. Of course we are not Facebook (not many companies are). But we create wealth via AI and ML for companies who are not the size of Facebook, and whose business focus is different.

We can monetize hidden treasures all companies have. We increase the CX (customer experience)

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AI and ML for Conversational Economy