DigitalGenius - NOAH16 London
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DigitalGenius Human+AI™ Customer Service "The key is making sure artificial intelligence and human intelligence work together. When this happens, both sides get smarter, and the customer gets better service. Next time you engage with your favorite brand and don’t have to suffer through a pre-programmed, un-helpful robot, there’s a good chance a platform like DigitalGenius is at play.” -- The Huffington Post
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Transcript of DigitalGenius - NOAH16 London
DigitalGenius Human+AI™ Customer Service
"The key is making sure artificial intelligence and human intelligence work together. When this happens, both sides get smarter, and the customer gets better service. Next time you engage with your favorite brand and don’t have to suffer through a pre-programmed, un-helpful robot, there’s a good chance a platform like DigitalGenius is at play.” -- The Huffington Post
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2-3Tempodrom, Berlin Old Billingsgate, London
NOV201722-23 JUN2017
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DigitalGenius 2
Artificial Intelligence Spectrum
Chatbots
Developer Tools:
Building Platforms:motion.ai
Rule-based, template-based tools for conversations in very limited domains.
Artificial Intelligence
Training computers to mimic human intelligence and eventually surpass it.
Types:
Companies to Watch:
ANI: Artificial Narrow Intelligence AGI: Artificial General Intelligence
Human+AI Interfaces
Combining the best of human & machine intelligence in a seamless experience.
Use Cases:
Examples:
facebook M
Areas where humans conduct a lot of repetitive work. (Ex: Customer Service, Travel Booking)
No A.I. Hollywood
DigitalGenius 3
DigitalGenius 4
Framework
Human AgentsHuman Customer
Agent Console
DigitalGenius Deep Neural Networks
System is trained on historical chat logs and customer service transcripts.
Integrates with existing agent console.
DigitalGenius 5
AI Predictive Agent Prompts
Human Customer
DigitalGenius
Human Agents
Customer Message
“How can I upgrade my seat for the flight to Dubai?” AI Answer Suggestion
“Please send your confirmation number. Or you can upgrade
using the Mobile App.” 97% confidence
System analyzes message
Prompt suggested to Agent
System learns from Agent interactions
Response sent
Deep Neural Networks
Agent Console Approve Personalize
DigitalGenius 6
Automation
Human Customer
Answer if confidence level is more than: 95%
Client sets this:
When to use automation: •Volume Spikes•Service Disruptions•Repetitive Questions
Automation Sentif above 95%+confidence
Automated Response
Human Agents
Customer Message
“How can I upgrade my seat for the flight to
Dubai?”
DigitalGenius Deep Neural Networks
Agent Console
AI Answer Suggestion
“Please send your confirmation number. Or you can upgrade
using the Mobile App.” 97% confidence
Prompt suggested to Agent
if below 95% confidence
Approve Personalize
System learns from Agent interactions
Response sent
DigitalGenius 7
Sample User Journey
The Customer initiates a Social Media conversation & the AI suggests the best response to the Agent
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Sample User Journey
A user initiates Live Chat & the AI automatically responds
Automated
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3
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Case Study: KLM
• Trained on historical logs • Deployed to 235 agents • English & Dutch • Integrated with Facebook Messenger,
Facebook Posts, Twitter, Twitter DM
• Adoption growth (cases) 3.65% --> 30.1% • Top Agents:
• DG used in 50% of all cases closed • 9% DG "pure prompts"
• Average DG used in 17% of all messages • ~21% reduction AHT for cases <5min
DigitalGenius Combining the best of human & machine intelligence.
Human+AI Customer Service
Chris KellnerHead of Business [email protected]
Selected Completed NOAH Transactions
Focus on Leading European Internet companies
Covering over 400 companies across 25 online verticals, a broad range of over 500 investors as well as 100+ online-focused corporates
Deep understanding of industry dynamics
Ability to add value beyond banking advice
Facilitates overall process and minimizes management distraction
NOAH Advisors is globally well connected and has direct access to virtually all key players in the industry
Knowledge of and strong relationships with potential buyers’ key decision makers
Proactively finds and unlocks attractive investment opportunities for leading investors
Annual NOAH Conference in its 8th year
Over 40 years of combined relevant M&A experience
Routine execution of M&A and financing transactions with sizes of several billion euros
24 successfully completed NOAH Advisors transactions underline successful transfer of M&A competencies to the Internet sector
Entrepreneurial mind-set, focused on growing the business and establishing a reputation for excellence
Ability to deliver top results in short time frames
Highly success-based compensation structures align interests of clients and NOAH Advisors, and demonstrate conviction to deliver top results
Creative deal solutions
September 2015
December 2014
September 2014
October 2014
May 2014
Sale of a 70% stake in
to
Exclusive Financial Advisor to Drushim and its Shareholders
Sale of 100% of
for $800m to
Exclusive Financial Advisor to Fotolia and the Selling Shareholders
Sale of 100% of
for €80m to
Exclusive Financial Advisor to Trovit and its Shareholders
Sale of controlling stake in
to
Exclusive Financial Advisor to Facile.it and its Shareholders
sold 100% of
for $228m to a joint venture between
Exclusive Financial Advisor to Yad2 and its Shareholders
Unique Industry Know-How
Unmatched Network and Relationships
Strong Investment Banking Competence
Full Commitment - We Are Entrepreneurs!
EUROPE’S LEADING INTERNET CORPORATE FINANCE BOUTIQUE
September 2016October 2016
May 2016
Investment in
by
Financial Advisor to Oakley Capital
Exclusive Financial Advisor to 10Bis and its Shareholders
®
Marco RodzynekManaging Director & Founder
Jan BrandesManaging Director
Justus LumpeManaging Director
The NOAH Advisors Core Banking Team
Nikhil ParmarDirector
10Bis Drushim
Acquisition of a Majority Stake in
by
from
at a valuation of €300m
Investment in
Exclusive Financial Advisor to KäuferPortal and its Shareholders
by
84% Ownership
