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AI and CX Presentation prepared for Applied Artificial Intelligence - PowerPoint PPT Presentation

Dec 12, 2023 •254 likes •682 views

AI and CX Presentation prepared for Applied Artificial Intelligence Chicago 15 May 2018 Gavin Lew Managing Director, Bold Insight @glew Proprietary & Confidential | 2 AI and CX must integrate seamlessly TECHNOLOGY NEEDS TO INTEGRATE

  1. AI and CX Presentation prepared for Applied Artificial Intelligence Chicago 15 May 2018 Gavin Lew Managing Director, Bold Insight @glew

  2. Proprietary & Confidential | 2

  3. AI and CX must integrate seamlessly

  4. TECHNOLOGY NEEDS TO INTEGRATE SEAMLESSLY Source: https://vignette.wikia.nocookie.net/turning-points/images/f/f1/Industrial_Revolution_city.jpeg/revision/latest?cb=20130504224355 Proprietary & Confidential | 4

  5. CONSIDER THE POWER OF AI Source: http://tellmewhyfacts.com/wp-content/uploads/2014/10/JAMES-WATT-AND-THE-INVENTION-OF-THE-STEAM-ENGINE.jpg Proprietary & Confidential | 5

  6. RETROFITTING YIELDED NO PRODUCTIVITY GAINS Source http://www.heritagedaily.com/wp-content/uploads/2012/04/ludd1-1024x650.jpg Proprietary & Confidential | 6

  7. Successful innovation

  9. Now, tech needs to be seamless Proprietary & Confidential | 9

  10. CX HAS A LEARNING CURVE Source: http://res.cloudinary.com/women-love-tech/image/upload/c_crop,h_485,w_741,x_0,y_0/h_456,w_696/v1510616643/Augmented-Reality4_ndu3np.jpg Proprietary & Confidential | 10

  11. Learning is hard

  12. “THE VICTORIAN INTERNET” Source http://www.sparkmuseum.com/images/Electromagnetic/Vail-Lever-Correspondence.jpg Proprietary & Confidential | 12

  13. A MOTHER’S HANDWRITTEN NOTE SENT VIA TELEGRAPH Source http://www.gsmrrclub.org/HISTORY/cutoffimages/DLaWnote1sm.png Proprietary & Confidential | 13

  14. A MOTHER’S HOMEMADE SAUERKRAUT… YOU CAN’T SEND TO MY SON?!? Source: http://www.mightysweet.com/mesohungry/wp-content/uploads/2009/04/02-sauerkraut.jpg Proprietary & Confidential | 14

  15. So how do users learn? Proprietary & Confidential | 15

  16. HOW DID YOU LEARN GESTURES? Source: http://www.orbifly.com/member/metmap/help/iphone_zoom2.png Proprietary & Confidential | 16

  17. APPLE’S PATENTED GESTURES NOT NATURALLY OBVIOUS Source: http://www.geek.com/wp-content/uploads/2010/04/Apple-patent-7705830-new-multitouch-gestures-590x328.jpg Proprietary & Confidential | 17

  18. APPLE’S PATENTED GESTURES NOT NATURALLY OBVIOUS WHERE CAN AI HELP USERS LEARN? Source: https://www.youtube.com/watch?v=oJ4k1QIXoSU Proprietary & Confidential | 18

  19. History of Experience HF  UX  CX  Brand Exp

  20. HUMAN FACTORS Source: https://amp.businessinsider.com/images/550c441a6bb3f776218b4568-750-562.jpg Proprietary & Confidential | 20

  21. HUMAN FACTORS https://www.youtube.com/watch?v=m-OQXWf_C9M Proprietary & Confidential | 21

  22. User experience (UX) Overall experience using a product.

  23. THE PSYCHOLOGY OF EVERYDAY THINGS (PRODUCT INTERACTIONS) DON NORMAN Proprietary & Confidential | 23

  24. Product or Service Proprietary & Confidential | 24

  25. USABILITY “Usable” Not usable Proprietary & Confidential | 25

  26. Customer experience (CX) Recognition of experiences beyond the product

  27. OUT-OF-BOX WEBSITE CALL CENTER IVR Product or Service IN-STORE USER GUIDE eCOMMERCE Proprietary & Confidential | 27

  28. OUT-OF-BOX WEBSITE CALL CENTER IVR Product or Service IN-STORE USER GUIDE eCOMMERCE PAPER BILL HR Proprietary & Confidential | 28

  29. Brand experience Truly holistic – corporate customer facing ecosystem

  31. So, what does this really mean? How can AI help CX better?

  32. WHERE CAN AI MAKE EXPERIENCES BETTER? Proprietary & Confidential | 32

  33. Early AI enabled better fraud detection Proprietary & Confidential | 33

  34. EVOLUTION TOWARDS A BETTER CX Courtesy text Shut down Proprietary & Confidential | 34

  35. French railway wanted to build a ticketing chatbot Proprietary & Confidential | 35

  36. MODELED AFTER HUMAN TRANSACTIONS REAL CONTEXT OF USE DON NORMAN Source: https://vfw-web.s3.eu-west-2.amazonaws.com/production/photograph/image/6908/medium_trainstation1000200.jpg Proprietary & Confidential | 36

  37. Connected cities By 2020, there will be over 1B public cameras Proprietary & Confidential | 37

  38. AI Opportunities Will involve seamless integration to make customer experiences better

  40. 40

  42. Opportunities for AI starts with making experiences better Gavin Lew, Managing Director, Bold Insight @glew boldinsight.com @bold_insight gavin.lew@boldinsight.com +1.847.456.2274

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