the_VMA

What is #digital #transformation –
Digitizing existing services or rethinking services in a digital world?

Maslow’s Hierarchy of Needs

Wilkins: The industrial age model of capitalism

Old school: Narcissistic organization -> limited choices for customers

21st century relationship age of capitalism

The purpose-built organization: it’s all about you (customer centric)
We listen and provide solutions to individual needs

Silos are the main reason why CX initiatives fail to realize their potential

What neuroscience is revealing about how the brain works – human brain has ~ 100B neurons, each with 10k connections

Identifying problem complexity and where #AI can be best used

Where can AI be used?
1- improve customer journey
2- product & service recommendations
3- service and support

Most businesses have legacy and siloed data issues which limits what can be done with AI

Tin Kaat – T-Mobile Austria – yesterday: static, lack of experience

Say hello to Tinka – Service you love and more – an intelligent virtual assistant

Eliza – intelligent digital assistant – much more potential

Chatbots available at messaging platforms like: FB Messenger, WeChat, Slack, Skype, Kik, Telegram, LINE all have their own chatbot APIs

Social bots can now reach 1.5B users, soon to be 3B
Twitter estimated that as many as 23 million of 271 million users were bots

Customers need real humans to talk to

11k bots (July’16) created on FB Messenger
Kik (May’16) 300m users, 6k bots

60% of bot users aged between 13-19

81% of bot users are from the US and over 70 brands on their bot store

Facebook restricts Messenger bots to 24-hour window, adds subscriptions
FB Messenger bots can now send promotional messages but only within 24 hours of someone interacting with the bot

Bot advantages: cheaper to make than apps, discoverability, app fatigue, intimate connection with a brand

#AI definition: The capability of a machine to imitate intelligent human behavior

What's happening in #AI?
Recent advances in math
Major breakthrough in computing power
Exponential data volume increase and complexity
Massive investment in hardware, software and talent

AI @ DT – working on selected use cases in interdisciplinary teams

Digital assistant – fragmented service/eCare – static, pre-fabricated
Future: single, unified source for DT eCare, AI-based, context sensitive and personalized content

Two solutions:
Self-service enabler
Pro-active support

The planned proof of concept at DT in Germany
2 use cases: tech support and internal assistant for agents

Success factors: vendor capabilities, Telekom capabilities, success KPIs

Vodafone Czech Rep. Case Study for LiveShop

Today – Vodafone CZ has 7 LiveShop stations

Great customer feedback: "We hope for an NPS-score of 70% - customer satisfaction exceeded 85%"

Successful pilot has led Vodafone to expand the scope and implement LiveShop as an established customer

Vodafone Germany to follow

Congratulations to @LiveShop_se for winning the 2016 edition of the @The_VMA Innovation Award

Turkish market digital landscape – 79.1 million population, 46.3m active Internet users, 42.0m active social media users, 71.03m mobile connections

98% fixed line household coverage, serving 38.0m subscribers.
86% 3G population coverage

Schaub: Dynamic Emergency Call Routing entails a lot of requirement of emergency services

Emergency Services requirements:
Cantons shall work together more closely
Reduction of dispatch and operations control centers
Increased data quality and location
Better leverage of advanced technological options
Adjust legal framework

5 use cases where we think we can do better:
1- Manual forwarding
2- Site failure
3- Overload
4- Planned Events
5- Unplanned Events

Swiss market acceptance by canton:
Out of 26 Swiss cantons: 8 already signed up and in operation, 7 more confirmed as new clients for 2017, 3 more expressed interest in the solution