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Conversational bots creating new experiences (by Davide Ricardo)

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In a world in constant mutation, it’s necessary to create mechanisms capable to relieve the human stress in tasks that can be handled by machines. The conversational bots are starting to have an important role in the customer support, where it’s necessary to make these interactions rich, in both content and experience.

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Conversational bots creating new experiences (by Davide Ricardo)

  1. 1. 2.1 Conversational bots creating new experiences 1 CONFIDENTIAL Template Innovation Day 2018CONFIDENTIAL CONVERSATIONAL BOTS CREATING NEW EXPERIENCES Davide Ricardo CTO at LOAD davide.ricardo@load.digital TRACK 2 - DIGITAL TECHNOLOGIES FOR A BETTER WORLD
  2. 2. 2.1 Conversational bots creating new experiences 2 CONFIDENTIAL Name: Job: Company: Mobile: Email: Linkedin: WHO AM I Davide Ricardo CTO LOAD +351 926 962 628 davide.ricardo@load.digital https://www.linkedin.com/in/davidericardo
  3. 3. 2.1 Conversational bots creating new experiences 3 CONFIDENTIAL 1 2 3 4 WHAT ARE WE GOING TO TALK ABOUT E-commerce is growing Consumers behavior is changing AI-Powered Conversational Interfaces From Load R&D to a Retail project
  4. 4. 2.1 Conversational bots creating new experiences 4 CONFIDENTIAL E-COMMERCE IS GROWING Facts and forecast. “de La Palice” truth.
  5. 5. 2.1 Conversational bots creating new experiences 5 CONFIDENTIAL INTERNET USERS
  6. 6. 2.1 Conversational bots creating new experiences 6 CONFIDENTIAL RETAIL E-COMMERCE
  7. 7. 2.1 Conversational bots creating new experiences 7 CONFIDENTIAL M-COMMERCE EMERGES Image Source: Kleiner Perkins
  8. 8. 2.1 Conversational bots creating new experiences 8 CONFIDENTIAL M-COMMERCE EMERGES
  9. 9. 2.1 Conversational bots creating new experiences 9 CONFIDENTIAL 1 2 3 WHY 1 2 3 SO, THE KEY POINTS ARE… Massive internet usage Online shop preference Growing sales from mobile (Have you heard about the “Mobile First” term?) Cheaper (… no need of leaving home) Faster delivery Safety & abundance
  10. 10. 2.1 Conversational bots creating new experiences 10 CONFIDENTIAL CONSUMERS BEHAVIOR IS CHANGING “We always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next ten.” – Bill Gates
  11. 11. 2.1 Conversational bots creating new experiences 11 CONFIDENTIAL THE EVOLUTION… IN THE DIGITAL AGE - “By 2020, we can expect 85% of all customer interactions being handled without a human agent.” by a Gartner study - “62% of business have introduced the use of Artificial Intelligence in their customer service department in 2018.” by Acquire Image Source: Ravishly
  12. 12. 2.1 Conversational bots creating new experiences 12 CONFIDENTIAL PEOPLE’S ONLINE RESEARCH - Information as quickly as possible - Easy to compare products or services (it’s time saving) - Increasingly turning to voice search - Follow the brands they really care about (via social media) Image Source: The-CMA
  13. 13. 2.1 Conversational bots creating new experiences 13 CONFIDENTIAL PEOPLE ARE SEEKING FOR - Fast Feedback - Personalized products & services - New ways of shopping (e.g: Fun experiences) - Direct line between their Problem and Solution (24/7 availability) Image Source: hostpapa.ca
  14. 14. 2.1 Conversational bots creating new experiences 14 CONFIDENTIAL DIGITAL ENGAGEMENT - Consumers expect a personal relationship - Marketers must shift away from singular campaigns to a “bottom-line first” mindset
  15. 15. 2.1 Conversational bots creating new experiences 15 CONFIDENTIAL Example: AMAZON’S AR VIEW APP - View products in our home before you buy them - Product is sized and rendered to our environment - Fun experience – engagement
  16. 16. 2.1 Conversational bots creating new experiences 16 CONFIDENTIAL AI-Powered Conversational Interfaces You’ve probably heard: Bots are the future.
  17. 17. 2.1 Conversational bots creating new experiences 17 CONFIDENTIAL PEOPLE LOVE TO TALK Image Source: TechCrunch
  18. 18. 2.1 Conversational bots creating new experiences 18 CONFIDENTIAL WHAT’S A CHATBOT / VIRTUAL ASSISTANT? Image Source: markgrowth
  19. 19. 2.1 Conversational bots creating new experiences 19 CONFIDENTIAL AND ABOUT THE BENEFITS? Image Source: convinceandconvert
  20. 20. 2.1 Conversational bots creating new experiences 20 CONFIDENTIAL AND ABOUT THE USES CASES? Image Source: convinceandconvert
  21. 21. 2.1 Conversational bots creating new experiences 21 CONFIDENTIAL (BAD?) EXPERIENCES TO LEARN… Microsoft TAY - The innocent AI chatbot
  22. 22. 2.1 Conversational bots creating new experiences 22 CONFIDENTIAL (BAD?) EXPERIENCES TO LEARN…
  23. 23. 2.1 Conversational bots creating new experiences 23 CONFIDENTIAL GREAT EXAMPLES - Lyft
  24. 24. 2.1 Conversational bots creating new experiences 24 CONFIDENTIAL GREAT EXAMPLES - Mastercard
  25. 25. 2.1 Conversational bots creating new experiences 25 CONFIDENTIAL GREAT EXAMPLES - Staples
  26. 26. 2.1 Conversational bots creating new experiences 26 CONFIDENTIAL GREAT EXAMPLES - The Wall Sreet Journal
  27. 27. 2.1 Conversational bots creating new experiences 27 CONFIDENTIAL GREAT EXAMPLES - Pizza Hut
  28. 28. 2.1 Conversational bots creating new experiences 28 CONFIDENTIAL GREAT EXAMPLES - Starbucks
  29. 29. 2.1 Conversational bots creating new experiences 29 CONFIDENTIAL VOICE SHOPPING WITH ALEXA
  30. 30. 2.1 Conversational bots creating new experiences 30 CONFIDENTIAL GOOGLE ASSISTANT - AI to have real life conversations with strangers - Understanding Context - Technology: Google Duplex
  31. 31. 2.1 Conversational bots creating new experiences 31 CONFIDENTIAL SOME EXPERIENCES… … that happened with me … … where a conversational bot could help Image Source: oberlo
  32. 32. 2.1 Conversational bots creating new experiences 32 CONFIDENTIAL Bots are easier to develop than apps Depending on the context and complexity, of course …
  33. 33. 2.1 Conversational bots creating new experiences 33 CONFIDENTIAL HOW CAN I HAVE ONE? - There are several tools available for building chatbots, let’s see some Image Source: assafelovic
  34. 34. 2.1 Conversational bots creating new experiences 34 CONFIDENTIAL HOW CAN I HAVE ONE? – DialogFlow (API.ai) - Acquired by Google in 2016 - Connects with users on Google Assistant and other messaging apps - Based on Intents, Entities, Actions, Contexts, Speech to Text and Text to Speech capabilities - Don’t have to train the agent for some Intents like Weather; Casual talks - FREE
  35. 35. 2.1 Conversational bots creating new experiences 35 CONFIDENTIAL HOW CAN I HAVE ONE? – Wit.ai - FREE - Suitable for simple B2C bots - Integrates NLP - Processes human speech patterns and filters useful data like Intent and Context - Be able to integrate with several platforms (e.g: Facebook, Slack, Twitter, …) - Similar to Dialogflow (maybe more complicated to implement – not so fast)
  36. 36. 2.1 Conversational bots creating new experiences 36 CONFIDENTIAL HOW CAN I HAVE ONE? – Amazon Lex - Provided by Amazon - Trial – 1 year - Limited to US English - Suitable for making an opinion - Advanced Deep Learning functionalities of ASR (automatic speech recognition) – speech to text - Natural Language Understand (NLU) – recognize intent of the text
  37. 37. 2.1 Conversational bots creating new experiences 37 CONFIDENTIAL HOW CAN I HAVE ONE? – LUIS - Acronym for Language Understanding Intelligent Service - Provided by Microsoft - It uses Intents and Entities - Key feature is active learning technology - Offers pre-built domains for things like music, calendar, … - Free – up to 10.000 transactions per month - Suitable for IoT applications; virtual assistant apps, bots, …
  38. 38. 2.1 Conversational bots creating new experiences 38 CONFIDENTIAL HOW CAN I HAVE ONE? – IBM Watson - AI platform provided by IBM - Understands al forms of data, interact with people and learn from that interaction - Main components are Intents, Entities, Dialog - Supports English and Japanese - Suitable for VAs and bots that integrate with IBM services
  39. 39. 2.1 Conversational bots creating new experiences 39 CONFIDENTIAL IS THERE ANY CHALLENGE? …. Yup. Here are some - Understanding - Specific NLP models customized to brand’s industry or customers - Persistence by maintain consistency across multiple channels - Integrate them with your business practices and procedures - Understand what suits best for the organization (complex vs simpler) - Identify their identity (corporate vs more fun vs whimsical) - Handing Data - Privacy and Data protection
  40. 40. 2.1 Conversational bots creating new experiences 40 CONFIDENTIAL PREDICTIONS “By 2022 Chatbots and NLP will save companies up to 8 billion dollars per year.”
  41. 41. 2.1 Conversational bots creating new experiences 41 CONFIDENTIAL PREDICTIONS “… voice-enabled world… 55% of Americans estimated to have a smart home speaker by 2019.”
  42. 42. 2.1 Conversational bots creating new experiences 42 CONFIDENTIAL PREDICTIONS - Voice-First Technology - “ It’s estimated that 50% of searches will be made by voice in 2020.”
  43. 43. 2.1 Conversational bots creating new experiences 43 CONFIDENTIAL From Load R&D to a Retail project Be Knowledgeable To Help You.
  44. 44. 2.1 Conversational bots creating new experiences 44 CONFIDENTIAL LOAD R&D program Follow the tech trends
  45. 45. 2.1 Conversational bots creating new experiences 45 CONFIDENTIAL TECH TRENDS Blockchain AI Big Data IoT
  46. 46. 2.1 Conversational bots creating new experiences 46 CONFIDENTIAL ARTIFICIAL INTELLIGENCE Deep Learning Machine Learning NLP (Natural Language Processing) Image Recognition Voice-Text Text-Voice Neural Networks Knowledge Graph
  47. 47. 2.1 Conversational bots creating new experiences 47 CONFIDENTIAL BLOCKCHAIN Smart Contracts Blockchain Core Dapps
  48. 48. 2.1 Conversational bots creating new experiences 48 CONFIDENTIAL VREO USE CASE LOAD’s Virtual Reality Earth Observation project  Land (CLMS)  Marine (CMEMS)  Atmosphere (CAMS)
  49. 49. 2.1 Conversational bots creating new experiences 49 CONFIDENTIAL VREO USE CASE - Voice Commands: Google Speech Recognition API (voice-to-text) - Load’s AI system (NLP; Knowledge Graph; …) - (e.g: Teleport me to the station)
  50. 50. 2.1 Conversational bots creating new experiences 50 CONFIDENTIAL R&D PLAN
  51. 51. 2.1 Conversational bots creating new experiences 51 CONFIDENTIAL RETAIL PROJECT Applying the knowledge acquired
  52. 52. 2.1 Conversational bots creating new experiences 52 CONFIDENTIAL DIGITAL INTERACTION PLATFORM Image Source: nexcom Image Source: Netscribes Image Source: imgsolsa.epac.to
  53. 53. 2.1 Conversational bots creating new experiences 53 CONFIDENTIAL DIGITAL INTERACTION PLATFORM Image Source: nexcom Image Source: Netscribes
  54. 54. 2.1 Conversational bots creating new experiences 54 CONFIDENTIAL Thank You Have an excellent Innovation Day
  55. 55. 2.1 Conversational bots creating new experiences 55 CONFIDENTIAL One group, five brands Our services are marketed through 5 brands each addressing specific missions in product development. INTEGRATED PRODUCT DEVELOPMENT ON-SITE PRODUCT DEVELOPMENT DIGITAL PRODUCTS DEVELOPMENT OPTICAL PRODUCTS DEVELOPMENT VENTURING

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