AI and CX Presentation prepared for Applied Artificial Intelligence - - PowerPoint PPT Presentation

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AI and CX Presentation prepared for Applied Artificial Intelligence - - PowerPoint PPT Presentation

Dec 12, 2023 254 likes •685 views

AI and CX Presentation prepared for Applied Artificial Intelligence Chicago 15 May 2018 Gavin Lew Managing Director, Bold Insight @glew Proprietary & Confidential | 2 AI and CX must integrate seamlessly TECHNOLOGY NEEDS TO INTEGRATE

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Gavin Lew

Managing Director, Bold Insight

AI and CX

Presentation prepared for Applied Artificial Intelligence Chicago 15 May 2018

@glew

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Proprietary & Confidential | 2

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AI and CX must integrate seamlessly

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TECHNOLOGY NEEDS TO INTEGRATE SEAMLESSLY

Source: https://vignette.wikia.nocookie.net/turning-points/images/f/f1/Industrial_Revolution_city.jpeg/revision/latest?cb=20130504224355

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CONSIDER THE POWER OF AI

Source: http://tellmewhyfacts.com/wp-content/uploads/2014/10/JAMES-WATT-AND-THE-INVENTION-OF-THE-STEAM-ENGINE.jpg

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RETROFITTING YIELDED NO PRODUCTIVITY GAINS

Source http://www.heritagedaily.com/wp-content/uploads/2012/04/ludd1-1024x650.jpg

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Successful innovation

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Now, tech needs to be seamless

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CX HAS A LEARNING CURVE

Source: http://res.cloudinary.com/women-love-tech/image/upload/c_crop,h_485,w_741,x_0,y_0/h_456,w_696/v1510616643/Augmented-Reality4_ndu3np.jpg

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Learning is hard

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“THE VICTORIAN INTERNET”

Source http://www.sparkmuseum.com/images/Electromagnetic/Vail-Lever-Correspondence.jpg

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A MOTHER’S HANDWRITTEN NOTE SENT VIA TELEGRAPH

Source http://www.gsmrrclub.org/HISTORY/cutoffimages/DLaWnote1sm.png

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A MOTHER’S HOMEMADE SAUERKRAUT… YOU CAN’T SEND TO MY SON?!?

Source: http://www.mightysweet.com/mesohungry/wp-content/uploads/2009/04/02-sauerkraut.jpg

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So how do users learn?

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HOW DID YOU LEARN GESTURES?

Source: http://www.orbifly.com/member/metmap/help/iphone_zoom2.png

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APPLE’S PATENTED GESTURES NOT NATURALLY OBVIOUS

Source: http://www.geek.com/wp-content/uploads/2010/04/Apple-patent-7705830-new-multitouch-gestures-590x328.jpg

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APPLE’S PATENTED GESTURES NOT NATURALLY OBVIOUS

Source: https://www.youtube.com/watch?v=oJ4k1QIXoSU

WHERE CAN AI HELP USERS LEARN?

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History of Experience

HF  UX  CX  Brand Exp

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HUMAN FACTORS

Source: https://amp.businessinsider.com/images/550c441a6bb3f776218b4568-750-562.jpg

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HUMAN FACTORS

https://www.youtube.com/watch?v=m-OQXWf_C9M

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User experience (UX)

Overall experience using a product.

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THE PSYCHOLOGY OF EVERYDAY THINGS (PRODUCT INTERACTIONS)

DON NORMAN

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Product

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Service

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USABILITY

Not usable “Usable”

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Customer experience (CX)

Recognition of experiences beyond the product

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Product

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Service

CALL CENTER OUT-OF-BOX IN-STORE USER GUIDE eCOMMERCE WEBSITE IVR

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Product

  • r

Service

CALL CENTER OUT-OF-BOX IN-STORE USER GUIDE eCOMMERCE WEBSITE IVR PAPER BILL HR

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Brand experience

Truly holistic – corporate customer facing ecosystem

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So, what does this really mean?

How can AI help CX better?

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WHERE CAN AI MAKE EXPERIENCES BETTER?

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Early AI enabled better fraud detection

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EVOLUTION TOWARDS A BETTER CX

Courtesy text Shut down

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French railway wanted to build a ticketing chatbot

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MODELED AFTER HUMAN TRANSACTIONS

DON NORMAN

Source: https://vfw-web.s3.eu-west-2.amazonaws.com/production/photograph/image/6908/medium_trainstation1000200.jpg

REAL CONTEXT OF USE

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Connected cities By 2020, there will be over 1B public cameras

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AI Opportunities

Will involve seamless integration to make customer experiences better

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Opportunities for AI starts with making experiences better

Gavin Lew, Managing Director, Bold Insight boldinsight.com gavin.lew@boldinsight.com +1.847.456.2274 @glew @bold_insight