In this webinar with Invoca and guest from Forrester, you'll learn how to harness the power of AI to drive more revenue with actionable, real-time voice insights.

1. Harness the Power of AI to Drive
More Revenue with Actionable,
Real-Time Voice Insights

2. AGENDA
INTRODUCTIONS
10:00 AM
STATE OF AI IN MARKETING
AND VOICE
10:05 AM
AI + VOICE, THE NEW CUSTOMER
ENGAGEMENT ENGINE
10:15 AM
WHAT LIES AHEAD
10:30 AM
Q&A
10:45 AM

3. Maria Bruno
Product Marketing
Kjell Carlsson, Ph.D.
Senior Analyst
Sean Storlie
Director, Product Management

4. Invoca helps marketers drive more revenue and a better
customer experience by bringing call data and voice insights
into the digital customer journey.

5. STATE OF AI
IN MARKETING
AND VOICE

6. The AI Tsunami and Its Challenges
Driving Value with Artificial Intelligence
The Untapped Potential of Voice
© 2018 FORRESTER. REPRODUCTION PROHIBITED

7. AI IS THE ABILITY TO SENSE, ANALYZE, ACT & LEARN
Insights Technologies
• Speech analytics
• Text analytics & NLP
• Image & video analytics
• Traditional machine learning & statistics
• Deep learning
Automation Technologies
• Robotic process automation
• Decision management
• Chatbots & virtual agents
• Natural language generations
SENSE
ANALYZEACT
LEARN
l /
H
7
© 2018 FORRESTER. REPRODUCTION PROHIBITED

8. AI ACTIVITY AND EXPECTATIONS ARE
RUNNING HIGH.
50%
Base: 2094 and 2106* data and analytics decision-makers
Source: Forrester Data Global Business Technographics® Data And Analytics Survey, 2016 and 2017
“ Over the next
decade, AI won’t
replace managers,
but managers who
use AI will replace
those who don’t. ”
HBR July 2017
plan to in the next 12 months
of firms are implementing,
implemented, or expanding
AI use
20%
© 2018 FORRESTER. REPRODUCTION PROHIBITED

9. 3%
6%
8%
11%
14%
19%
23%
29%
33%
39%
42%
I am confused by AI; not sure what it means
Other
We do not have or have access to necessary data
It is a lot of hype with little substance
AI is unproved
Build or roll out requirements unclear
No budget
Prioritize DMP modernization
Lacking skills to build and support an AI system
Unclear about AI's business value
No defined business case for AI investment
THE BIGGEST AI CHALLENGE? UNCERTAINTY.
We don’t
know
what to
do
We don’t
know how
to do it
© 2018 FORRESTER. REPRODUCTION PROHIBITED

10. AI’S STRENGTHS & WEAKNESSES:
DEMYSTIFIED
Ø Data beyond human
scope
Ø Analysis more powerful
than any mind
Ø Patterns too complex to
perceive
Ø At lightning speed
Ø Effectively tackles
tasks you feel bad
asking a human to do
Ø Takes rapid action based
on human direction
Ø Struggles with the long
tail of possible situations
Ø Can’t fill gaps in context
Ø Can’t reason or explain
Ø Struggles to instill trust
and build engagement
AI automates
standard
processes
AI struggles with
human expertise
& judgement
AI delivers
superhuman
insight
© 2018 FORRESTER. REPRODUCTION PROHIBITED

11. Augmented Intelligence
Rapid value when humans leverage AI’s capabilities for insights & automation
AI
INSIGHTS
HUMAN
EXPERTISE+
Value Faster
Greater productivity & less
change management
+
AI
ORCHESTRATION
Faster to Develop
Avoids the long tail
Better Decisions
Exceeds human cognitive
abilities
© 2018 FORRESTER. REPRODUCTION PROHIBITED

12. • Source: James St. John
VOICE IS AN
UNTAPPED
GOLD MINE
© 2018 FORRESTER. REPRODUCTION PROHIBITED

13. THINK OF WHAT YOU CAN TELL FROM VOICE DATA
What customers want Intent extraction
How customers feel Sentiment, tone & emotion
Who customers are Demographics & personality
With AI, we can extract and take action on these insights at scale
What customers did Action outcome
Why customers act Action driver
© 2018 FORRESTER. REPRODUCTION PROHIBITED

14. VOICE IS A TOP AI PRIORITY FOR ENTERPRISES
21%
21%
21%
23%
23%
23%
24%
25%
25%
26%
28%
AI-optimized hardware
Intelligent recommendations
Robotic Process Automation
Facial recognition
Deep learning platforms
Image and video analysis
Speech analytics
Speech recognition
Decision management
Machine learning platforms
Virtual agents
Which of the following building blocks are/will you be using for AI?
Top 11 AI building blocks shown. Base: 577 North American data and analytics decision-makers
Source: Forrester Data Global Business Technographics® Data And Analytics Survey 2017
More enterprises are
looking to voice than
RPA, image recognition,
recommendation
systems and
biometrics
© 2018 FORRESTER. REPRODUCTION PROHIBITED

15. AI + VOICE:
THE NEW CUSTOMER
ENGAGEMENT ENGINE

16. AI is excellent at
menial tasks that
are repetitive and
straight forward.
SPOTTING KEY
WORDS
DATA ENTRY
IDENTIFYING SIMPLE
PATTERNS

17. Spend
valuable hours
listening to
individual
calls.
Marketers are great at understanding complex
conversations, but can’t do it at scale.
This leaves two options for harnessing call data:
Guess.

18. Signal AI gives marketers immediate, actionable insight
into every voice conversation using machine learning.
Voice Conversation
Automation
Prospect Calling?
Policy Purchased?
Application Completed?
Quote Inquiry?
Claim Filed?
Signal AI

19. 1
Prospect Calling?
Policy Purchased?
Application Completed?
Quote Inquiry?
Claim Filed?
Identify the signals you want to
detect
How it works:

20. Signal AI assesses variations in
language patterns from
training data, and trains the
machine learning model
2
"..like to get a quote..."
"...provide a personalized quote..."
"...know the price for insurance..."
"...I need your home address…”
"...your estimated premium…”
How it works:
1
Prospect Calling?
Policy Purchased?
Application Completed?
Quote Inquiry?
Claim Filed?
Identify the signals you want to
detect

21. Signal AI assesses variations in
language, and builds an
algorithm accordingly
2
Signal AI applies machine learning
model on future unclassified calls
and predicts Signals automatically in
real-time as the conversation is
happening
3
Prospect Calling?
Policy Purchased?
Application Completed?
Quote Inquiry?
Claim Filed?
"..like to get a quote..."
"...provide a personalized quote..."
"...know the price for insurance..."
"...I need your home address…”
"...your estimated premium…”
“Quote Inquiry” Conversations
How it works:
1
Prospect Calling?
Policy Purchased?
Application Completed?
Quote Inquiry?
Claim Filed?
Identify the signals you want to
detect

22. Actionable AI for Every Marketer
Industry AI
Ideal for marketers who:
ü Desire immediate results
ü Are new to call intelligence
and are unsure which
signals are key to their
business
ü Have limited call data or
team resources
Custom AI
Ideal for marketers who:
ü Have a deep understanding
of which signals are
relevant to their business
ü Have a high volume of call
recordings with key
outcomes identified
ü Are in a niche product or
industry
GENERAL HEALTHCARE HOME SERVICES
INSURANCE LENDING TECH TELECOM
Supported Industries: Custom Capabilities:
COLLECT TRAINING
DATA
TRAIN PREDICTIVE
CLASSIFIERS
VALIDATE AND
TEST
PROVIDE
FEEDBACK &
REFINE

23. CASE STUDY

24. Creative Slides Presentation

25. Seed Audiences
Suppress Ads
Adjust Bids
THE BUSINESS GOAL
Optimize bid management and drive revenue.
Quote Placed
Policy Purchased

26. THE BUSINESS CHALLENGE
Marketers had to wait 45 days to get conversion data from call center.
Lag created optimization challenges.
?
?
?
Time Delay

27. BEFORE SIGNAL AI
Allstate was treating all callers the same, regardless of the Signals apparent on those calls.
Best Auto Insurance
3 Calls

28. THE BUSINESS SOLUTION
Signal AI immediately identifies the conversation outcomes to optimize for bid
management for quote-driving keywords, all in real time.
REAL TIME
Signal AI

29. WITH SIGNAL AI
Allstate was able to optimize ad spend and drive higher ROI and lower CPQ by
bidding on keywords that drove quotes & policies.
Best Auto Insurance
2 Quotes 1 Policy
Purchased

30. Optimized media spend & drove revenue
BUSINESS RESULTS
Reduction in Cost
Per Quote18%
54% Reduction in Total
Campaign Spend
ü Adjusted spend to target
keywords that drove
“quotes”, not just calls.
ü Moved under-performing
keywords lower in SERP
ü Right-priced paid search
traffic

31. WHAT’S NEXT

32. The
Future of
AI and
Voice

33. QUESTIONS?

34. Learn More
Invoca’s Website
Invoca.com/signal-ai
Forrester Blog
Use AI-augmented Speech Analytics To Drive
Growth And The Customer Experience

35. THANK YOU