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

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 SEAMLESSLY Source: https://vignette.wikia.nocookie.net/turning-points/images/f/f1/Industrial_Revolution_city.jpeg/revision/latest?cb=20130504224355 Proprietary & Confidential | 4

CONSIDER THE POWER OF AI Source: http://tellmewhyfacts.com/wp-content/uploads/2014/10/JAMES-WATT-AND-THE-INVENTION-OF-THE-STEAM-ENGINE.jpg Proprietary & Confidential | 5

RETROFITTING YIELDED NO PRODUCTIVITY GAINS Source http://www.heritagedaily.com/wp-content/uploads/2012/04/ludd1-1024x650.jpg Proprietary & Confidential | 6

Successful innovation

Now, tech needs to be seamless Proprietary & Confidential | 9

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 Proprietary & Confidential | 10

Learning is hard

“THE VICTORIAN INTERNET” Source http://www.sparkmuseum.com/images/Electromagnetic/Vail-Lever-Correspondence.jpg Proprietary & Confidential | 12

A MOTHER’S HANDWRITTEN NOTE SENT VIA TELEGRAPH Source http://www.gsmrrclub.org/HISTORY/cutoffimages/DLaWnote1sm.png Proprietary & Confidential | 13

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 Proprietary & Confidential | 14

So how do users learn? Proprietary & Confidential | 15

HOW DID YOU LEARN GESTURES? Source: http://www.orbifly.com/member/metmap/help/iphone_zoom2.png Proprietary & Confidential | 16

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 Proprietary & Confidential | 17

APPLE’S PATENTED GESTURES NOT NATURALLY OBVIOUS WHERE CAN AI HELP USERS LEARN? Source: https://www.youtube.com/watch?v=oJ4k1QIXoSU Proprietary & Confidential | 18

History of Experience HF  UX  CX  Brand Exp

HUMAN FACTORS Source: https://amp.businessinsider.com/images/550c441a6bb3f776218b4568-750-562.jpg Proprietary & Confidential | 20

HUMAN FACTORS https://www.youtube.com/watch?v=m-OQXWf_C9M Proprietary & Confidential | 21

User experience (UX) Overall experience using a product.

THE PSYCHOLOGY OF EVERYDAY THINGS (PRODUCT INTERACTIONS) DON NORMAN Proprietary & Confidential | 23

Product or Service Proprietary & Confidential | 24

USABILITY “Usable” Not usable Proprietary & Confidential | 25

Customer experience (CX) Recognition of experiences beyond the product

OUT-OF-BOX WEBSITE CALL CENTER IVR Product or Service IN-STORE USER GUIDE eCOMMERCE Proprietary & Confidential | 27

OUT-OF-BOX WEBSITE CALL CENTER IVR Product or Service IN-STORE USER GUIDE eCOMMERCE PAPER BILL HR Proprietary & Confidential | 28

Brand experience Truly holistic – corporate customer facing ecosystem

So, what does this really mean? How can AI help CX better?

WHERE CAN AI MAKE EXPERIENCES BETTER? Proprietary & Confidential | 32

Early AI enabled better fraud detection Proprietary & Confidential | 33

EVOLUTION TOWARDS A BETTER CX Courtesy text Shut down Proprietary & Confidential | 34

French railway wanted to build a ticketing chatbot Proprietary & Confidential | 35

MODELED AFTER HUMAN TRANSACTIONS REAL CONTEXT OF USE DON NORMAN Source: https://vfw-web.s3.eu-west-2.amazonaws.com/production/photograph/image/6908/medium_trainstation1000200.jpg Proprietary & Confidential | 36

Connected cities By 2020, there will be over 1B public cameras Proprietary & Confidential | 37

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 @glew boldinsight.com @bold_insight gavin.lew@boldinsight.com +1.847.456.2274