Automatisierung im Kundendienst durch den Einsatz von künstlicher Intelligenz

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Information about Automatisierung im Kundendienst durch den Einsatz von künstlicher...

Published on June 6, 2019

Author: SwissPostSolutions

Source: slideshare.net

1. INTELLIGENT AUTOMATION SWISS POST SOLUTIONS

2. AUTOMATISIERUNG IM KUNDENDIENST DURCH DEN EINSATZ VON KI SWISS POST SOLUTIONS

3. “The world’s most valuable resource is no longer oil, but data” The Economist, May 2017 UNSTRUCTURED

4. TRENDS MAIL IS MOST EXPENSIVE CHANNEL REGULATIONSRISING NUMBER OF INQUIRIES LEGACY SYSTEMS

5. Page 5 2003 COMPANY TIMELINE SWISS POST SOLUTION Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress End-to-end productive process automation 1st RPA-Robot live BpaaS RPA Test Automation AI-powered Email Client 2013 2017 2019 2003 Artificial Intelligence End-to-end test process automation Document Input Processing Smart Process Discovery 1st AI live case Sentiment Analysis Data Analytics Speech-to-speech

6. 60% of customer dissatisfaction originates within back office inefficiencies Backing up the Digital Front: Digitizing the Banking Back Office Capgemini study 2013 «A GOOD BACKOFFICE MAKES CUSTOMERS HAPPY»

7. Page 7 INTELLIGENT AUTOMATION DEFINITION Robotic Process Automation Artificial Intelligence structured data Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress

8. Page 8 INTELLIGENT AUTOMATION Artificial Intelligence Concern: #3 Detail: #3.c Client: 27 Adr_new: xyz Robotic Process Automation Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress

9. Page 9 INTELLIGENT AUTOMATION IMPORTANCE OF PROCESSES AND DATA Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress

10. Page 10Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress UNSUPERVISED CLUSTERING & PREPROCESSING HOW TO GET THE RELEVANT DATA REGEX REJECTION 9’669 After 3-step pre-processing ~6’000 relevant mails left TOTAL 66’466 MAILS 37’094 German 9’669 LANGUAGE DETECTION REGEX-BASED REJECTION CLUSTERING~6’000

11. ARTIFICIAL INTELLIGENCE REFERENCE PROJECT @ CONTACT CENTER POST

12. Page 12 PROCESS RE-ENGINEERING AUTOMATE PROCESSES INCREASE OUTBOUND CAPACITY Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress AI PROJECT @CONTACT CENTER INITIAL SITUATION INCREASING MAIL VOLUMES – COSTLY KEYWORD-BASED CLASSIFICATION INCONSISTENCY AMONG OPERATORS CHALLENGES GOALS

13. Page 13Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress AI PROJECT @CONTACT CENTER INITIAL PROCESS SITUATION Unwanted Mails Lots of unwanted emails (e.g. LinkedIn requests) end up in inbox. On the other hand, ~ 900 customer requests/ year categorized as spam and deleted without interaction. Private / Commercial Although required, current system cannot distinct between private and business customers Stamps Order Simple order forwarding process, predestined to be automated

14. Page 14 AI PROJECT @CONTACT CENTER AUTOMATION RESULTS Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress

15. Page 15Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress BPO SERVICE Our solution is designed to automate simple queries and to assist employees with complex business processes through preparing unstructured data.

16. Page 16Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress BPO SERVICE PROCESS MODEL 1) FIRST LIVE PROCESS  BUILD FRAMEWORK  FAST ONBOARDING OF 1ST PROCESS 2) PROCESS AUTOMATION  ENHANCE E-MAIL ROUTING  PROCESS SIMPLIFICATION 3) EMAIL CLIENT  REDUCTION OF AHT  CUSTOMER SATISFACTION PHASE1 PHASE2 PHASE3

17. A BALANCING ACT BETWEEN DIGITAL EXPERIENCE AND LEGACY SYSTEMS

18. RPA @ SHARED SERVICE CENTER SUCCESS STORY

19. Page 19 ROBOTIC PROCESS AUTOMATION SHARED SERVICE CENTER STRUCTURED DATA EmployeeMobile App Paper Form SPS Document Processing Automated Data Verification Automated Back Office Data entry INITIAL SITUATION Employee Paper Form Manual Back Office Data entry SPS SOLUTION STRUCTURED DATA 2 DAYS 30 DAYS Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress

20. Page 20 ROBOTIC PROCESS AUTOMATION SHARED SERVICE CENTER LIVE PROJECT: RESULTS Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress < 1 year ROI 70% Reduction Handling time 40’000 Transactions per month 82% 87% 89% 90% 93% Start (CW27/2017) First iteration (CW35/2017) Second iteration (CW42/2017) Third iteration (CW08/2018) Fourth iteration (CW24/2018) Success rate

21. FOCUS ON BUSINESS PROCESSES SMARTLY CONNECT WITH LEGACY SYSTEM INNOVATIVE TECHNOLOGIES STRUCTURE DATA SUMMARY

22. Page 22 E-mail Swiss Post Solutions | 06.06.2019 | V1 | public | DATA 2019 Storage & Analytics Fachkongress YOUR CONSULTANT Lukas Hebeisen Head of Solution Development & Digital Transformation Post CH Ltd Swiss Post Solutions Pfingstweidstrasse 60b 8080 Zürich lukas.hebeisen@swisspost.com

23. SWISSPOSTSOLUTIONS.COM THANK YOU

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