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Supporting the Unknown with Ray Gallon of The Transformation Society

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Whether Artificial Intelligence (AI) or the Internet of Things (IoT) become technologies for development and delivery of content or not, those of us who work with technical content of any kind will be servicing industries and customers where these technologies will take on ever-increasing importance. Some things will change, many things will remain the same. The question is, how do we prepare, especially when we know so little about reality amid all the hype?

This presentation explores the nature of support content and how it needs to evolve in the world of IoT and AI, based on these three ideas:

Content has two purposes: learning, and the creation of relationships. We learn from everything we do, and theories such as minimalism are based on learning theory and cognitive science. When we give support, what kinds of learning are we engaging in, and how is it different or similar to other enterprise content?

We build relationships through the content – relationships with the company that provides the product or service, with connected objects, with software, and eventually, with “intelligent” non-human agents. This is the key to customer experience or journey and must be coherent end to end.
Content design that helps us plan for the unknown is content that enables us to own the future. This requires concrete methodologies and tools for evaluation of success, and we look at some ways to do this.

Three Takeaways:

1) Customer support means learning
2) Content creates relationships – and relationships make the customer journey
3) How to think about designing for the unknown to own the future

Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.

Publié dans : Technologie
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Supporting the Unknown with Ray Gallon of The Transformation Society

  1. 1. Presentation © 2018 The Transformation Society @TransformSoc @RayGallon ray@transformationsociety.net
  2. 2. Presentation © 2018 The Transformation Society @TransformSoc @RayGallon ray@transformationsociety.net Supporting the Unknown Ray Gallon
  3. 3. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society IoT AI AR VR Big Data Bionics Context Sensing Industry 4.0 Semantic Web Ontologies Information 4.0 Visual Recognition Emotion Reading Customer Journey User Experience Interaction Design Agile Nimble Faster Industry 4.0 Technologies
  4. 4. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society Whether or not you think you need them in your work, You’re going to be creating information about them You’re going to be supporting information about them Industry 4.0 Technologies
  5. 5. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society Two Purposes of Content Learning Language Top 10 AI Technologies per Forbes Magazine (January 2017): Natural Language Generation Speech Recognition Virtual Agents Machine Learning Platforms AI-optimized Hardware Decision Management Deep Learning Platforms Biometrics Robotic Process Automation Text Analytics and NLP Learning
  6. 6. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society Between People Two Purposes of Content Learning Building Relationships Between People and Machines
  7. 7. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society We are at a unique point in the convergence of information and technology The goal: a uniqueinformation responsetailored for individuals ina given context That means predicting what we need next – 
 even though we don’t know what “next” is!
  8. 8. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society Schooling User Assistance M obile Learning Cognitive Science Applied to Learning Types & Methodologies Lifelong Learning Learning by doingHierarchical Tem poral M em ory Artificial Intuition Connectivism M inim alism John C. Carroll: “Users” are Learners Jeffrey Hawkins: 
 Generalizable model for human & machine learning What about support content?
  9. 9. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society After they buy 
 your product, 
 what is your customers’ main communications channel with you?
  10. 10. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society After they buy 
 your product, 
 what is your customers’ main communications channel with you? No FAQ’s – just THIS CUSTOMER’s problems Respond to CONTINGENT NEED
  11. 11. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society Often needs to change customer’s psychological state Must adapt to different levels of technical competence: New category - the technology-experience-literate user! SUPPORT = PERSONALISED The Nature of Support Content Is this what we are doing today? the technology-experience-literate user
  12. 12. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society Impossible without AI information delivery systems: Highly tuned to exact circumstances of the user Information molecules - combinable and recombinable - changes reuse notions Responds to user’s immediate, 
 contingent need Might be very advanced and 
 leave gaps Offered, through ontologies –
 not delivered Information 4.0 – Personalised www.information4zero.org “Finger” ontology in Blippar App Key to avoiding the “digital bubble” and maintaining ethical standards
  13. 13. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society AI provides AR visualisations for what’s going on inside AI helps users interpret the results Is This Support Content?
  14. 14. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society The future is uncertain, but you can own it! Sociology Strategic thinking Design thinking Learning theories - 
 especially Connectivism Epistemology Social psychology Semantics Be Prepared with New Learning:
  15. 15. @RayGallon @TransformSoc Presentation © 2018 The Transformation Society https://assets.entrepreneur.com/content/16x9/822/20150608183942- Connect!
  16. 16. Thanks for your attention! More Information: http://transformationsociety.net ray@transformationsociety.net @RayGallon @TransformSoc Presentation © 2018 The Transformation Society https://assets.entrepreneur.com/content/16x9/822/20150608183942- Connect!

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