The Discreet Charm of the Bourgeoisie
This is name of a movie by Luis Bunuel from 1972
I read in New York Times June 19, 2017 the article
Tech Titans Make Pilgrimage to White House to Discuss Government Systems
Then I see Jeff Bezos, Timothy Cook (who never started a company in his life) and other illustrious people from Silicon Valley, all using private jets. Don't take me wrong. This is a wonderful initiative from Jared Kushner and his father in law, President Trump
This men and women with ties and suits and executive attire, look like a fifty year old picture of clerks
Below is how they really look in Silicon Valley, the real startup people. who are not rich and who want to make a difference in this world.
Artificial Intelligence and IT Federal Budget
Mt Bezos said "it was “impossible to overstate” the importance of artificial intelligence."
As shown in Table 16-1, the Federal Government Budget for IT is estimated to be $95.7 billion in FY 2018,
So many companies from Silicon Valley at White House are after big chunks of this money .
The companies represented in Washington can not answer all questions, because in AI /ML and Chatrbots they do not understand yet how use them in large enterprises. Many large investors. who love AI. do not understand it well enough to risk investments
Small Startups as consultants
Big companies hire big name consultants for strategy. They are very expensive and make insightful info-graphics and professional looking reports with a few memorable highlights. They cannot - by definition of impartiality - implement themselves the ideas they preach, hands on.
Say there is an AI/ML pilot project.
The 1st option is to select a reputable firm to help. But as far as I know such a firm does not exists yet.. One 2nd option is to contract one or more startups .Startups as consultants?
Many of AI startups are focused on AI and ML platforms. No big name consultant firm has this hands on experience.
There is more than one truth in life. So more opinions for solutions have grains of truth. The more opinions we accommodate, the less chances we have to make a mistake and overlook important details.
A proposal for Jared Kushner
If isolated geeks from North Korea can paralyze the entire world's economies, why can't totally unknown pre-money startups help the Federal IT modernization? Why not allocate one billions dollars in addition to the bourgeoisie of Silicon Valley, to real hungry, men and women who are the real entrepreneurs?. We know the highest returns come not from triple AAA rated, but from junk bonds. And this federal program would infuse oxygen in the entrepreneurial model of America and the world
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
Where there is anger, there is always pain underneath.
— The Human Experience (@thehumanxp) March 20, 2017
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
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
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.
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)