“By 2020, the aver verage age person rson wi will have ve more re conve versat rsations ons a a da day wi with h bots s than an they ey do do wi with h their eir spouse use ” L. HEATHE HER R PEMBER ERTON | GARTNER ER
What are chatbots?
Bots are the consumer facing end of a growing industry in ‘conversational services’
Who are e you? Hello, I’m a Chatbot, also called a virtual agent, a talkbot, IM bot, interactive agent, Artificial conversational entity or a ‘conversational technology’ What do you do? I’m a computer programme, or an artificial intelligence which conducts a conversation, either by voice or text Wher ere e do I f find nd you? You can access me via messaging apps, such as FB messenger, WeChat, WhatsApp, Viber, Skype or via your own organisations apps and websites
What t does es your r world d look k like? Well, human – here is the landscape…
Why now? • Cloud computing and the ability to store and access large data sets • Advances in AI • Growth of messaging apps • Simpler and faster to develop and maintain than mobile apps • Human-centred design
Personality matters
Use cases
Recommendations
Customer service
Health
What drives them?
Is it an algorithm or AI? Algo gorith rithm Softwar tware Artif ificial cial A structured set of rules intellige igence ce Computer program that that precisely defines a details specific instructions a sequence of operations. Advanced computer will perform in techniques that sequence to carry out a E.g. a cookbook recipe… enable computers specified task, often related to to mimic human processing data. behaviour. E.g. calculate employee pay…
AI landscape
How they complement and inform blended learning programs
Simple chatbots • On-boarding Q&A • Using storytelling Q&A • Product info Q&A • Practise selling skills • Support wellbeing
Decoding the Future: Importance of AI & Analytics Machine Facial Learning Recognition Predictive behaviour and workplace scenario Information on customer planning journeys around the store, shopping behaviours and Wellbeing emotional state Bio monitoring across financial, physical, and mental health Streamlined Automation Communications Increasing productivity Chat apps and by simplication collaborative documents Creating incredible opportunities and cause unprecedented industry disruption Sour urce: Accenture 2017
The Hype Cycle - Gartner
Emerging technologies 2018
“We always ways over verest estimate imate the e change ange that at wi will occur cur in the e next xt two wo years ars an and d undere derestim stimat ate e the e chang ange e that at wi will occur in the next ten. Don’t let yourself be lulled ed into o inacti ction on .” BILL LL GATES ES
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