ai strategy sharing from assistdigital - huawei · challenge to design a new banking experienc e...

AI Strategy Sharing from AssistDigitalLuca Petroni – Head of Digital Strategy & UX Design

November, 2018Proprietary & Confidential

We are a CUSTOMER EXPERIENCE

and Digital CRM service provider

That combines human and artificial intelligence

with UX design, technologies and operation capabilities

2Proprietary & Confidential

Proprietary & Confidential

©2018 A

SS

IST

DIG

ITA

L

3

3.000PROFESSIONALS (+350)

& AGENTS

10OFFICES, FACTORY &

OPERATION CENTERS

83 MLN

REVENUES 2018 (E)

20%GROWTH Y/Y

SINCE 2010

+80CLIENTS

+500DIGITAL PROJECTS

MILAN - HQ, UX Lab, Digital Factory, CC

ROME - Offices, Digital Factory, CC

MÜNICH - Offices

PARIS - Offices

LONDON - Offices

NAPLES - Call Center

RIJEKA /ZAGABRIA - Multichannel Call Center

TIRANA - Multilingual CC, iCenter, Digital Operation


Numbers at a glance

Capabilities & KH

Tecnologie

Prodotti e servizi

Processi su cui interveniamo

CustomerCentric

Approach

Service

UX Reaserch

Assist M4A -EVA

MicrosoftAzure

Capabilities & Offering


Consulting & PS

Labs

E2E Solutions

Custom Solutions

System Interaction

Outsourcing

A.I. Strategy


WE DESIGN, DEVELOP, DELIVE

R

AND CONTINUOSLY IMPROVE

END TO END SOLUTIONSDesign and evolutionary maintenance

Services are key factors for successful

AI and smart solutions

1

WE COMBINE PRORIETARY TECHNOLOGY

WITH BEST OF BREED AI TECHNOLOGY

(ENTERPRISE AND OPEN SOURCE)

We have a proprietary NLU engine (patent pe

nding) and have used +10 AI technologies in t

he last 9 years

2

WE BELIEVE IN A SMART INTEGRATION

BETWEEN ARTIFICIAL

AND HUMAN TECHNOLOGY

Our hybrid solutions allow

to deliver the best

user experience

3

A.I. main projct Areas

+40 SMART SOLUTIONS DELIVERED

TELCO UTILITIES AUTOMOTIVE MEDIA FINANCE ECL&R


Wide range of applications in 6 countries and languages:

• VA & Chatbot

• Interactive IVR

• Vocal Interaces (e.g. Amazon Alexa, Google Home)

• Robotic Process Automation

• Interactive campaigns

• Robotic Contact Center

• Home Automation Apps

PLATFORMS / TECH PARTNERSHIP

MARKETS

Core Competencies & Approach

DATA SCIENCE

DESIGN

THINKING

ARTIFICIAL

INTELLIGENCE

Multiple Sources Data Integration

Data Driven Design

Behavioural Analysis & Users’ Clustering

Predictive Behavioural Analysis

Natural Language Processing

Speech & Image Recognition

Machine Learning & Deep Learning

Knowledge Engineering

Creative Approach to Business Innovation

User Centered Design

User Involvement & Co-design approach

Iterative and progressive design


Case # 1: Roadside assistance Automation

Since the end of 2016,

Assist Digital has been helping

an international leading company

in Roadside Assistance services

to automate its process

TEXT CHANNELVOICE CHANNEL

• Setting up a Conversational SVI

• Technology used: Interactions

• Approach: Hybrid. Speech

recognition helped by human agents


• Chatbot on Facebook Messenger

• Technology used: Enhanced

Virtual Assistant (EVA) by Assist Digital

• Approach: Hybrid. In case of need,

direct contact with an operator


Customer

requests

96%License plate

of the vehicle

91%

Brand and

model

99% Tracking

79%

The new service (IVR and Chatbot) was launched

in Italy in 2017. The chatbot has been launched

in France in 2018. In 2018 and 2019 the service

will be extended in Spain and in Germany.


56%

Percentage of live agent

call time deflected

as of 31 August 2017

Completed calls end to end

12%

16%

24%23%

24%

31%

41%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

25-apr-17 16-mag 07-giu 25-lug 06-ago 17-dic 31-aug-2018

Case # 2: Conversational Banking

An important Italian Bank Group gave us the

challenge to design a new banking experienc

e able to combine natural language interface

with a rich graphic experience, to offer new a

nd advanced banking services.

Ux Research

Personas

UX Design

Agile methodologies

Customer data

analysis

Customer

Feedback

Customer

Centric

Approach


Case # 2: Conversational Banking


The future is partnership

Assist Digital is the leading innovator of premium engineered digital customer interactions in Italy.

We are part of a complex ecosystem: network infrastructures, high performance data centers,

clouds services are the key enabler for a wide range of new services

Partnerships are vital for Assist Digital to be on the edge of innovation and to offer an end2end service


Huawei and Assist…. For an A.I. Enanched 2019

CHALLENGES ARENA:

Connected and self driving vehicles

Advanced Logistics

Industry 4.0

Robotic Contact centers

IoT & Home Automation

Smart Cities

OPTICHANNEL

EXPERIENCE

the best (optimal)

experience across

optimal channels


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ai strategy sharing from assistdigital - huawei · challenge to design a new banking experienc e...

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