Conversational interfaces are becoming more common as technologies like voice assistants and chatbots advance. These interfaces allow users to interact with devices and services using natural language in a more human-like conversational way. While conversational interfaces can make interactions more intuitive and frictionless, there are also limitations in how well systems can currently understand complex requests or emulate truly human conversations. For businesses, opportunities exist to incorporate conversational features into customer service, but careful consideration is needed around appropriate use cases and how to maintain a human touch.

1. CONVERSATIONAL
The what, why, how and when

2. TALK TO
THE MACHINE
The virtual companions are here

3. Turning smart devices
into personal retail
butlers.
OUTSOURCED
DECISIONS

4. Adding ETHICS
to Experience
2017
2018
☛

5. ”Language is very much
what makes us human.”
The distinction between humans
and computers is blurring.

6. A conversational interface is any user interface that
mimics having a conversation with a real human.
The idea is that instead of communicating with a
computer on its own inhuman terms – by clicking
on icons and entering syntax-specific commands –
you interact with it on yours, by just asking it what
to do, verbally or by text.
Conversational

7. chatbots
virtual assistants
YES!
A quest to create interactions
which imitate human behavior
conversational visual interfaces
AND

8. Frictionless
No wasted time
Humanized interactions
What drives this trend?
Our expectations
AI / Machine learning
Internet of Things
Improved recognition
Technology

9. How far have
we come?

10. “From 2008 to 2016, Google Voice
queries have grown 35x”
- Google Trends
“50% of all searches will be
voice searches by 2020”
- ComScore
1 out of 5 is voice

11. Almost 70% of requests
to the Google Assistant
are expressed in
natural language,
not the typical
keywords people
type in a web search.
41% of people who
own a voice-activated
speaker say it feels like
talking to another
person.
62% of those who
regularly use a voice-
activated speaker say
they are likely to buy
something through their
speaker in the next month.
SEARCH &
SEO?
TECH
MATURITY TRUST!

12. The growth of assistants the
last six months are over 100%
– outperforming the adoption pace the
smartphone had when it first came.

13. The Turing test
CAN
MACHINES
THINK?
CAN
MACHINES
THINK?

14. The Turing test
CAN
MACHINES
THINK?
CAN
MACHINES
THINK?
#nailedit
vs. Google Duplex

16. come in many forms, but (in some extent) they all:
ASSISTANTS & BOTS
AVAILABLE
Always ready when
you need them
(are)
LISTEN
Receive your
commands, in
voice or in text
UNDERSTAND
Know who you are
and what you need
CONNECT
Speak and listen
to other devices
and services

17. Assistants

19. “[…] Leave
now to arrive
on time.”

20. “Hej Siri, överför
pengar med
Länsförsäkringar”

21. DEMO

22. Should we let customers
use some of our
functionality via Siri?
WHAT
ABOUT
YOU?

23. Chatbots

24. Narrow use
cases

25. Established
contexts

26. Utilising the
chat context –
in a more
human tone

27. What ”simple” customer
interactions could we
provide in a chatbot context?
WHAT
ABOUT
YOU?

28. Chatbot Mia
helps people
manage their
insurances

29. Telia chatbot to
help out with
all customer
support.invoices

30. LISTEN
UNDERSTAND
CONNECT
AVAILABLE
RECURRING CHARACTERISTICS

31. Where does
this leave us?

32. Effects on other channels
Where does this leave us?

35. How could you be more
human and conversational
in your existing interfaces?
WHAT
ABOUT
YOU?

36. Where does this leave us?
Conversational interfaces
for everything?

37. “Book me a flight between Copenhagen
and New York for me and my wife on
Sunday, January 7th. We want to leave in
the morning, with max one layover that
isn’t longer than 4 hours. I would like to
choose between the three cheapest
options, sorted on departure time…”
“Hey Siri”
Too complicated?

38. “Alexa”
Trusted recommendation?
“Order me the best frying pan for
the best price.”

39. Conversational,
Assistants and Chatbots
are good at many things.
But definitely not great at others.
Pretty much like us humans. J

40. We need to
understand
and learn.
And to do that,
we must start.

41. AVAILABLE
What parts of your
customer interactions
would benefit from being
more conversational?
WHAT
ABOUT
YOU?
LISTEN UNDERSTAND
CONNECT

42. John Scott Guggenheimer / Kristoffer Åkesson
THANKS FOR
LISTENING!