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)
What is Chabad?
Chabad is considered one the best organized Chassidic Jewish organization in the world They have a web site with over hundred thousands pages.
Today, over 3,500 Chabad institutions are located in more than 85 countries, with a new center opening on the average every ten days. In South Africa, South America, Russia, Australia, the UK, and many parts of the USA,
Chabad JCC from Placer County
This is one of the 1.500 Chabad Houses worldwide.
The Chabad Jewish Community Center from Placer County has it's own web site. Since February 22, 2017 you will see a "Message Us" Icon in the upper left corner. The link leads you to an Artificial Intelligence Cooldimi bot,
What the Bot Does
Placer County JCC, in California is the first ever to implement an artificial intelligence bot.
It answers relevant simple questions like these
Even if the question is misspelled, the bot understands
When the Shabbat starts? Note that each of the world locations has a different time.
In case you want to know how Chabad started in Placer County, the Bot has an answer
One must-have feature is that Chabad Bot shuts down during Shabbat and starts again answering only after the Shabbat ends
Anyone answering a question, as a member of Facebook community, can be identified. A new feature to be released soon, the Rabbi can broadcast text messages via the bot, only to people who need to have a conversation.
Note how we reduced the domain of the bot only to knowledge useful for people in Placer County and visitors. Otherwise the facts containing Judaism and Chassidut are impossible to manage by a single bot.
The Placer County JCC bot does not take any job away from anyone. There is no budget to have human employee or an answering service replacing the "Message Us" bot.
The Chabad philosophy is to look past the outward person and trust in the soul deep inside. You may disapprove of everything he does, and his outlook on life may be the opposite of everything you believe. Don’t argue with him. Instead, be one with him. Unconditionally.
Ultimately the Rabbi Yosi Korik of JewishRoseville.com is the one human the bot refers to when it runs out of answers. It frees the Rabbi to reach more people in need of more answers
The more people use the bot, the better will get via machine learning. Right now it gets nearly 70% accuracy and we hope to bring it to 90% accuracy.
But one thing the bot will never replace is human empathy. This is the main ingredient of Customer Experience (CX).
The wisdom from the creation of the Chabad bot applies also to a Cooldimi prototype bot selling car insurance. About this, we will talk in a future blog