Dejan Deklich, Chief Product Officer at 8x8, spoke at The Big Event in Chicago, IL about "AI's Role in Enterprise Communications". #TBIGEvent

1. AI’s Role in Enterprise Communications
Welcome to the Third Wave
Presented by Dejan Deklich
Chief Product Officer
@dejandeklich

2. One Cloud Solution
Phone X Meetings X Collaboration X Contact Center
Gartner Magic Quadrant Leader for 7 years
1M+ business users
Serving customers in 150+ countries
150 patents

3. AI Adoption is Inevitable
Businesses have already
implemented or are planning to
adopt AI as a customer service
solution by 2020 - Oracle
Customer service
interactions will be
powered by AI bots
by 2020 – Gartner
8 of 10 85% $3.5-$5.8
Trillion
In economic value to be driven
by AI in retail, travel &
transportation - McKinsey

4. Data is the Foundation for AI
4

5. Currently Data is Managed in Silos
ERP Help Desk CRM
Contact CenterCollaboration MeetingsPhone
Systems of Engagement
Systems of Record

6. The Challenge of “I Don’t Know”
“I Don’t Know”
Islands of communication
chat, phone, video, email
Fragmented systems of
record: unavailable to
employees who need it
Inaccessible specialists and
expertise across the
company
Lack of engagement
insights - Can’t anticipate
needs, Can’t improve
Scarce Moments of Engagement

7. Enterprise Communication: The Third Wave
Contact Center
Telephony
Video Conferencing
● Lower TCO
● Productivity Increases
Messaging
UCaaSCCaaS
Video
Meetings
● Even Lower TCO
● Revenue Acceleration
Systems of Record
One System of
Engagement
One System of Intelligence
All Customer & Employee
Interactions
77
Wave 3
One Cloud Engagement Solution
Wave 2
Point Cloud Products
Wave 1
On-Premises

8. Single Platform of Engagement Addresses CIO Needs
8

9. Applying ML for Intelligent Call Routing
IR
C
R
M
S
F
D
C
Z
E
N
N
E
T
S
CIO of
XYZ
Scott S.
Susan V.
Scott is busy...
Summary
Before X Series
● Voicemail
● Poor Customer
Experience
After X Series
● Right Live
Interaction
● Excellent
Customer
Experience
Dynamic
Contact
Score
Resolve
Contact

10. Applying ML for Proactive Issue Resolution
10 Calls - Internet
down in 95070
CC
IR
C
R
M
L
N
K
T
W
T
Dynamic
Contact
Score
CC Agent
IVR
With X Series:
● Call deflection
● Low cost, Excellent CX
RT
Customer
Data
Real time
ML clustering
Non static customer model
Resolve
Contact
High value/Not Predictable
Low value/ Predictable
With X Series:
● Speed to Resolve
● Low cost
Excellent CX
With X Series:
● Call prevention
● Low cost, Excellent CX
Outbound

11. The End of “I Don’t Know”
Anticipation
of needs
Real-time access
to company SMEs
Cross-channel visibility
Real-time
access to
systems of record
Enabling the Employee Experience Convert Scarce Moments to Successes
Any channel
Known context
and history
First-call resolution
Continuous
improvement

12. Key Takeaways
● We are in the golden age of communications
● Plan for one System of Intelligence
● Wave 3 of enterprise communications is here and will drive AI
● Build a communications infrastructure with Data at its core
● Be future-proofed

13. For tips, updates and the latest information
8x8.com
@8x8
facebook.com/8x8Inc
youtube.com/8x8Inc
linkedin.com/company/8x8
© 2018, 8x8 Inc. 13