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.

Technologie

Presentation © 2018 The Transformation Society
@TransformSoc
@RayGallon
ray@transformationsociety.net

Presentation © 2018 The Transformation Society
@TransformSoc
@RayGallon
ray@transformationsociety.net
Supporting the
Unknown
Ray Gallon

@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

@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

@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

@RayGallon
@TransformSoc
Presentation © 2018 The Transformation Society
Between People
Two Purposes of Content
Learning
Building Relationships
Between People and Machines

@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!

@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?

@RayGallon
@TransformSoc
Presentation © 2018 The Transformation Society
After they buy  
your product,  
what is your customers’
main communications
channel with you?

@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

@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

@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?

@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:

@RayGallon
@TransformSoc
Presentation © 2018 The Transformation Society
https://assets.entrepreneur.com/content/16x9/822/20150608183942-
Connect!

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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