ETIYA AI

Cognitus Platform
#AIaaS
CASE: COMPLETELY NEW ALL-DIGITAL BRAND, BUILT ON ETIYA’S DIGITAL
BUSINESS PLATFORM, WENT FROM CONCEPT TO LAUNCH IN 10 MONTHS

REQUIREMENTS SOLUTION APPROACH

VSP for the secondary brand targeting new • Complete 4 layered Platform stack of BSS,
customer segment OSS, and Core Network components
• low initial investment DIFFERENTIATORS (Fizz Mobile & Helix TV)
• fast implementation times • Sticky Loyalty - Rewards, badges, and perks
• low-cost scalable operations • Fun Gaming Experience - Gifting/Sharing
• Community Management
• Customer Empowerment - Zero touch automation
CHALLENGES • No Retail Stores - 100% digital channels
• No Pre-defined Packages - Flexibilty
• Minimum CSR Involvement • Helix is a multi-device TV and Internet platform service that
replaces Videotron’s legacy TV and Internet service
• Empowered Customers • voice commands to search an integrated TV content
• multiple sources, like regulated TV and premium channels,
YouTube, Netflix, and Club Illico

“We initially selected Etiya based on its proven record for delivery, and its sophisticated AI platform. The
relationship quickly evolved into a true partnership where our complementary expertise became the key to
successfully develop and implement this ambitious project,”
Pierre Bonin, Chief Information Officer Videotron (Canada)
Copyright © 2019 Etiya. All rights reserved.
AI - Architecture Overview

Copyright © 2019 Etiya. All rights reserved.

AI Use Cases for Videotron (CATV Operator in Canada):
• Digital Twins implementation for entities (Customer, process, product etc.)
• Chatbots and Automated Integrations
• Customer Intent Detection and FAQ / Forum Forwarding
• Complaint Support automation with AI
• Automated Ticket Categorization, Prioritization, Routing, Duplicate Detection
• Predictive/Proactive Engagement
• Automatic call root cause detection & call prediction
• Auto-resolve and inform, automate self-care
• Predictive maintenance- Automated Failure Detection
• Network experience predictive analytics (quality of service etc)
• Best Agent Matching
• Product/Offer Recommendation
• Next Best Customer Interaction/Action
• Price prediction and sensitivity analysis
• Sentiment Analysis and Customer Intent
• Voice of Customer Analysis
• Customer Satisfaction Prediction
• Churn Prediction and Churn Prevention
• Predictive Risk / Credit Analysis Copyright © 2019 Etiya. All rights reserved.
ETIYA AI DIGITAL TWINS DEEP
LEARNING FRAMEWORK
TM Forum Catalyst

Outstanding Catalyst Innovation Award 2019

Proposed Concept: Create Digital Twin Vectors With Deep
Learning
DIGITAL TWIN VECTORS
Featured Based
Latent Factors

DIGITAL VECTORS
GENERATOR
Customer DNA
With
Deep Learning

DATA

Attributes
[1.624,-0.612,-0.528,-1.075,…,1.745,-0.761]

[2.213,-0.315,-0.896,-3.210,…,2.365,-1.123]
..
.
[0.624,0.312,-2.178,-0.815,…,0.125,0.678]

Copyright © 2019 Etiya. All rights reserved.

Digital Twin Vectors
DIGITAL TWIN VECTORS
Customer X Customer X
Digital Twin Data Model Customer Loyalty Insights
Create Use Embeddings
Embeddings in AI Models
Segment: Premium Loyalty Segment: High Quality

CLV: 200
Loyalty Points: 1.200
Propensity to Buy: 0,6
Loyalty Stage: 3
Churn Probability: 0,3

Complaints: 0
Expected to Churn in: 6 Months

Service Calls: 2 C1= [1.624,-0.612,-0.528,-1.075,...,1.745,-0.761]

...
C2= [2.213,-0.315,-0.896,-3.210,...,2.365,-1.123]
...
.
.
.
Cn= [0.624,-0.312,-2.178,-0.815,...,0.125,-0.678]

• Map attributes using Deep Learning to create embeddings

• Use and combine these feature set's vectors to create a complete Digital Twin Vector of Customer
• Digital Twin Vector or a specific part of it will be used in the future analysis as input to AI models
• Use Natural Language Processing (NLP), Machine Learning and Deep Learning for modeling

Copyright © 2019 Etiya. All rights reserved.

Customer Loyalty Use Case High Level Design
Generate Customer
Loyalty Actions
Customer Data
TM Forum DIGITAL TWIN VECTORS AI Engine
• Demographic Data SID Framework • Purchase Offer
• Subscription & Usage Data Rest APIs
• Billing & Charging • Wallet Top Up
Deep Learning
Digital Twin AI / ML Models • Activation With Referral
Generator
Customer Interaction Data Simulations • Customer Profile Update

• Sent Data Gift

• Past Loyalty Actions
• Loyalty Status • Add Payment Method
• Referral & Forum Interactions
C1= [1.624,-0.612,-0.528,-1.075,...,1.745,-0.761] • Add Contact

• Add Contact Relationship

Customer Experience C2= [2.213,-0.315,-0.896,-3.210,...,2.365,-1.123]
Customer
. Loyalty • Create Forum Thread
.
• Customer Issues . Insights
• Customer Satisfaction • Reply To Forum Thread
Cn= [0.624,-0.312,-2.178,-0.815,...,0.125,-0.678]
• Tag Forum Post

• Digital Twin Vectors will be used as input to AI models • Select Forum Best Answer
• AI models will generate Customer Loyalty Insights (Ex: Churn Prediction)
• Customer Loyalty Insights will help in generating Customer Loyalty Actions

Copyright © 2019 Etiya. All rights reserved.

Community Forum Chatbot over Web Chat

Questions & Answers

marked as «Best Solution»

Automated
Responses

Cognitus
Knowledgebase / FAQ AI Engine
Automated
Responses

Articles &
FAQ items Chatbot over
Facebook / WhatsApp

Copyright © 2019 Etiya. All rights reserved.

ETIYA AI MAIN FEATURES

Copyright © 2019 Etiya. All rights reserved.

Cognitus API Service

Cognitus API website cognitus.ai provides free service to

researchers, students and software developers since 2017.

Copyright © 2019 Etiya. All rights reserved.

 Cognitus AI Corporate
corporate.cognitus.ai

Multi-Tenant / Multi-Departmental

AI as a Service (AIaaS)

Corporate/Departmental accounts with Service

Access Control

Account based UI for services for model

management and tracking

Model Data Model Training Service

upload prediction log

Feedback KPI dashboard

Copyright © 2019 Etiya. All rights reserved.

NLP Services & Use Cases

Language Text Intent Named Entity Entity

Text Similarity Recognition
Detection Classification Classification Recognition
Sentiment Mock / Spam Keyword Turkish Dynamic
Summarization
Analysis Detection Extraction Chunker Classify

NLP Services

Chatbot Smart Duplicate Intelligent Task Automated

Flows Detection Routing Prioritization Categorization

Mock Spam FAQ/Forum Voice of Social Media

Detection Filtering Forwarding Customer Analysis

USE CASES

Copyright © 2019 Etiya. All rights reserved.

Predictive Analytics Services & Use Cases

Content Based Collaborative

Recommendation Filtering
Dynamic Anomaly
Clustering Detection

PREDICTIVE ANALYTICS SERVICES

Anomaly/Fraud Churn Customer Product

Detection Prediction Segmentation Recommendation
Next Best Root Cause Smart Risk
Forecasting
Action Analysis Analysis

USE CASES

Copyright © 2019 Etiya. All rights reserved.

Turk Telekom: Automated Categorization/Routing for Corporate Customer Support

Company Overview Business Challenge

Turk Telekom, with 178 years of history, is the first
integrated telecommunications operator in Turkey. The
company provides mobile, internet, phone and TV
products and services to its customers.
Everyday, the company is receiving thousands of e-mails with various subjects such as information
requests, new service orders, customer complaints and support issues.
The requirements of the company for such operations were as follows;
• The system should decrease monthly operating expenditures
• The system should help in decreasing response time and increasing customer satisfaction.
• The system should help prioritizing demands that requires immediate action.

How Etiya Helped

Etiya provided following AI solutions: Etiya AI services used in this project;

• The system developed by Etiya, receives the customer e- • Text Classification
mails, analyzes their content and automatically • Spell Check
categorizes them.
• Ticket is created in system with predicted categories
automatically filled in.
• Tickets are prioritized automatically, and urgency info
automatically filled in.
• Spell check is conducted on mails written by agents to
increase service quality.
• With all these actions, tickets are resolved in shorter time
with higher quality.

Copyright © 2019 Etiya. All rights reserved.

Turkcell Global Bilgi: Duplicate Ticket Detection and Threat Detection
Company Overview
Turkcell Global Bilgi is one of the leading customer
experience focused solutions provider in Turkey serving
mainly for telecommunications industry. The company
creates value in the fields of customer services, customer
acquisition, telesales, technical support, customers
retention and loyalty, collections, customer information
management and analysis.
How Etiya Helped
Etiya provided following AI solutions:
• Check similarity of customer support tickets in order to
detect and eliminate duplicate records.
• Use sentiment detection to identify customer records
containing negative sentiments in order to detect threat.
• Ticket classification and Language recognition features
also provided as a service.
Copyright © 2019 Etiya. All rights reserved.
Business Challenge
The company was looking for solutions to automatically detect duplicate customer support
tickets. They were also aiming to detect and prioritize customer tickets containing threat. This
would help;
• Remove duplicate customer support tickets and eliminate time waste
• Decrease cost by efficiently utilizing resources
• Increase customer satisfaction by processing urgent tickets sooner
• Help protect brand image by timely resolution of customer threats
Etiya AI services used in this project;
• Text Similarity
• Sentiment Analysis
• Text Classification
• Language Detection
Millenicom: Automated Customer Support System
Company Overview
Millenicom is positioning itself as an alternative
telecommunications service provider by offering
competitive pricing in Turkey’s market.
How Etiya Helped
A chatbot with the following AI abilities is provided to the
company;
• Recognize Language
• Extract Customer information
• Recognize Customer Intent
• Invoice Inquiry & Payment Process Automation
• Technical Problems Resolution Processes Automation
• Handle above processes with chatbot without requiring
human support
Copyright © 2019 Etiya. All rights reserved.
Business Challenge
The company was searching for alternative technologies to respond to customer requests. The
method is required to satisfy the following demands;
• It should satisfy customers in terms of determining intent correctly and resolving requests
• The system must be cost effective
• The system must provide answers in a reasonable time
Etiya AI services used in this project;
• Language Detection
• Intent Classification
• Entity Recognition
• Sentiment Analysis
TurkNET: Cloud Based AIaaS Engine

Company Overview Business Challenge

Turknet is positioning itself as an alternative The company shut down their Customer Service Center and is providing online platforms for
telecommunications service provider by offering high customer support. Therefore, adding intelligence to their systems is very important in order to
quality service and competitive pricing in the market. automate processes and provide fast and accurate support to its customers.

How Etiya Helped

Etiya provides its AI services from cloud to TurkNET which Some of Etiya AI services used in this project;
may be applied to various use cases including but not • Intent Classification
imitated to Customer Support Chatbot. • Entity Recognition
• Sentiment Analysis
Handling processes with chatbot without requiring human • Mock Detection
support is perfectly in line with company’s strategy.

Copyright © 2019 Etiya. All rights reserved.

Ford Otosan: Automated Task Classification & Assignment

Company Overview Business Challenge

Ford Otosan is an automotive manufacturing company
based in Turkey that is equally owned by Ford Motor
Company and Koç Holding. Ford Otosan has the biggest
and most capable R&D organization of the Turkish
automotive industry in Turkey with its R&D engineer staff
of 1,200 people.
The company needed a system to automatically assign improvement ideas proposed by
employees in Ford Otosan's digital innovation platform “Fikirhane” to the responsible expert
for further evaluation. There were more than 2000 classes making it very hard to find related
expert. Automated assignment would help;
• Eliminate time spent for searching for related expert by providing immediate assignment
• Efficient use of resources resulting in cost reduction

How Etiya Helped

Etiya’s proposed solution is using dynamic text classifier; Etiya AI services used in this project;
• Use multiple column input data to predict related expert • Dynamic Classify
as output
• Classify prosed ideas to more than 2000 classes of experts.

Classified ideas are automatically assigned to responsible

expert without any human intervention.

Copyright © 2019 Etiya. All rights reserved.

Fizz: Digital Brand With AI Driven Self-Support
Company Overview
Fizz is innovative mobile & internet brand launched in
2018 by telecommunications company Vidéotron in
Canada. Fizz provides a completely digital, online
customer experience for smart digital consumers,
completely disrupting the market. The customer’s digital
journey is a fun gaming experience with rewards, badges,
and perks and a community feel.
How Etiya Helped
Solution offered provides unique customer experience with the
chatbot having following AI features:
• Recognize customer’s language automatically and provide
multi-linguistic support ( English and French)
• Filter bad language contents via mock detection feature
• Recognize Customers’ Intent and define flow based on Intent
• Direct customer to related FAQ questions & answers.
• Direct customer to related Forum contents
Etiya AI helped company to increase customer satisfaction by
creating timely and accurate responses to the customers and to
lower operational costs
Copyright © 2019 Etiya. All rights reserved.
Business Challenge
Fizz encourages its members to be autonomous and provides the tools they
need to easily self-manage their services. A minimal number of CSRs are used, and only where
necessary. Intelligent and automated Customer support solutions were required in order to
achieve the goal of minimal number of CSRs.
Following features will also be included in future phases; member journeys driven by their social
media profiles and AI, campaigns targeted at micro segments based on the user’s interactions,
and contextual personalization of the member’s experience.
Etiya AI services used in this project;
• Language Detection
• Intent Classification
• Mock Detection
• FAQ/ Forum Forwarding
• Recommendation Engine (for future phases)
Videotron: Digital Transformation & AI Integration

Company Overview Business Challenge

Vidéotron is a Canada based integrated telecommunications
company active in cable television, interactive multimedia
development, video on demand, cable telephony, wireless
communication and Internet access services. Etiya signed
contract with Vidéotron to support their digital
transformation project.
The company has to protect its leading customer satısfaction scores and build on its existing
strengths to became a leader in new services such as IPTV and enhance experience across
existing services. The company aims to get benefit from AI technologies at every step of a
customer’s journey.

How Etiya Helped

Etiya AI services help company to make automated analysis and take actions during the many stages of a customer interaction such as customer engagement, pre-sales
support, sales, customer support and so on. Here are some examples;

• Product Recommendation: Recommending products/ services to the customers based on customer profile and purchase history
• Next Best Action: Targeting engaged customers, churn prevention, offering bonuses, discounts or batches, upgrading customers
• Root Cause Analysis: Analysis of reasons for breakdowns or identifying patterns leading to churn
• Anomaly Detection: Detection of any type of misconduct in services, fraud detection, detection of extreme or unusual user activities

Copyright © 2019 Etiya. All rights reserved.

CSM: Automated Routing for Customer Support

Product Overview Business Challenge

CSM is an AI based ticketing system that helps companies
provide better and faster customer support.
CSM was looking for ways to make customer support ticketing process intelligent and
automated.
The requirements of the company for such operations were as follows;
• The system should help in decreasing response time and increasing customer satisfaction.
• The system should help prioritizing demands that requires immediate action
• System should provide consistent support with fewer errors.

How AI Helped
Following AI solutions were provided for CSM: Etiya AI services used in this project;
• The system developed by Etiya, receives the customer e- • Text Classification
mails, analyzes their content and automatically • Spell Check
categorizes them.
• Ticket is created in system with predicted categories
automatically filled in.
• Tickets are prioritized automatically, and urgency info
automatically filled in.
• Spell check is conducted on mails written by agents to
increase service quality.
• With all these actions, tickets are resolved in shorter time
with higher quality.

Copyright © 2019 Etiya. All rights reserved.

Social Media Analytics: Social Media Text Analytics

Product Overview Business Challenge

Social Media Analytics is Etiya’s tool providing Social Media
Management product that enables Communications and
Digital Service Providers to increase purposeful Omni-
channel interaction and brand advocacy. It helps to monitor,
analyze, and summarize the social media interactions to
actionable intelligence and marketing actions.
Data from social media offer a potential goldmine of information on a brand’s customers,
prospects, products and competitors. Social media analysis can help companies to create more
engaging content, knowing target audience, analyze competitors and so on.
Text analytics solutions on social media data was crucial in order to get insights from data.

How AI Helped
Following AI solutions were provided for Social Media Etiya AI services used in this project;
Analytics tool; • Sentiment Analysis
• Sentiment detection is carried out on social media data in • Text Classification
order to identify positive or negative sentiments
• Automated Topic categorization is done on social media
data for better analysis of data

Copyright © 2019 Etiya. All rights reserved.

POC Case Details: (Bank) Artificial Intelligence Engine

PoC & Demos

Intent 2 POC
Classification Chatbot 5 Model Success Ratio
Smart 126 Class
Custom / Entity Flows +1500 Entity 86 %
Recognition 5000 Service Call

Complaint Only 1,5 Day

Text 4 Model Successful
Management
Classification 3000 Service Call
System

Keyword
Extraction
Custom
Intelligence R&D
Summarization 90 m-d Successful
Search
Total Effort

FAQ Forwarding

Copyright © 2019 Etiya. All rights reserved.

 Q/A

www.etiya.com