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© opusresearch inc.
WelcometoIntelligentAssistantsConferenceNYC
Presentedby:DanMiller,FounderandLeadAnalyst
OpusResearch
© opusresearch inc.
October13-14,2015
© opusresearch inc.
ThankstoourSponsors
IntelligentAssistant Conference 2015 Page2
© opusresearch inc.
Fouryearsago…• Thisveryday:
Siri takesabow!• OniPhone4S• Also1st iPhonesoldw/oa
contract($699)
IntelligentAssistant Conference 2015 Page3
© opusresearch inc.
Nowthelandscapeismorecrowded
IntelligentAssistant Conference 2015 Page4
© opusresearch inc.
…andspansmultipletechnologies• SpeechProcessing• Speechrecognition• Life-liketext-to-speech
• TextandChatbots• Silentchannel• Resemblessearch• Supportsmessaging
IntelligentAssistant Conference 2015 Page5
• Avatars– Onedimensional– Two-dimensional– Three-dimentional
• Face&Gesture– Alsoemotion– Biometrics
© opusresearch inc.
…andapproachesAI• ConversationalAnalytics• Patternrecognition• Topicextraction
• SemanticSearch• Discovery• Trade-offAnalysis
IntelligentAssistant Conference 2015 Page6
• NLU– Intentrecognition– Classification
• MachineLearning– ConstantImprovement
– DynamicUnderstanding
© opusresearch inc.
…withseveralevolutionarypaths
• ApplicationDriven• Mobile&PersonalAssistants• PersonalAdvisors• VirtualAgents&CustomerAssistants• EmployeeAssistants
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© opusresearch inc.
Attractingnewcompanies
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<1995 1995-2000 2000-2005 2005-2010 2010-2015
© opusresearch inc.
Withatechnologicalimperative
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Needtheoriginalgraphicforthis.
Wearehere
© opusresearch inc.
…andchallengestoaddress
• Buildinguseracceptanceandtrust• Moreimplementations&positiveoutcomes• Overcomingprivacyconcerns
• Leveragingprecursortechnologies• Analytics – KnowledgeManagement• Contactcenter – Search• CRM – Deeplearning
IntelligentAssistant Conference 2015 Page10
© opusresearch inc.
ItstartswithuseracceptanceQ:Companiesareconstantlyinvestinginnewwaystoimprovetheexperiencefortheircustomers.Ofthefollowingnewinteractionswhichoneswouldyouliketoexperiencetoday.Pleaserank1-5,1beingtheinteractionyouwanttoexperiencethemost.
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Alldemographiccohorts 1stchoice 2ndchoice TotalThecompanyaccuratelypredictswhatI'mtryingtoresolveasacustomerandoffersmethebesttreatment. 29% 23% 52%
AbilitytousemobilewebchatonmysmartphonebecauseIpreferwebchatoverthatofspeakingtoacustomerservicerepresentative. 18% 13% 31%
Havinga'Siri','GoogleNow',or'Cortana'likeexperiencewhenI'monacompanywebsite,theirmobileappsorphone. 5% 10% 15%
WhenIamonawebsiteandmakeaphonecallIwanttheexperiencetobeconnected. 18% 26% 44%
Iexpectacustomercarecapabilitytobepartofmysmartphoneappecosystem. 5% 11% 16%Upon'checking-in'withmysmartphonewhenI'matastore/branch/airporttheemployeesalreadyknowwhoIam… 8% 12% 20%
I'mhappywiththewayIcurrentlyinteractwithcompaniestoday. 17% 5% 21%Source:[24]7CustomerExperienceIndex(2015)
© opusresearch inc.
PrivacyisaConcern(sortof)• Whatinformationwouldyouliketosharewithacompanyinordertoimproveits
abilitytoserveyouquicklyandinamorepersonalizedmanner?
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US Mostpreferred LeastPreferredMylocation 24% 9%Mycalendar 6% 9%Thetypeofsmartphoneand/ortabletIownanduse 18% 7%Paymentpreferences(creditcardinformation) 7% 14%
Informationfrommysocialnetworkaccounts(Facebook,Twitter,GooglePlus) 1% 19%
Abiometric(myvoiceprintorfingerprint)forsecurityandauthenticationpurposes 7% 18%
Mypastpurchaseswithothersimilarbusinesses 6% 12%
Idon'twanttoshareanyinformationbutIrealizethatthecustomerservicewillnotbeaspersonalizedorasquickasIlike 31% 13%
Source:[24]7CustomerExperienceIndex(2015)
© opusresearch inc.
Itstartshereandnow
• AdefiningmomentforIntelligentAssistance• Commontaxonomyandterminology• Sharedvisionofevolutionarypath
• Destination:Toberoutine• Makingcomplextaskstrivial• Beingtrulyassistive• Buildingsuccessfulbusinesses
IntelligentAssistant Conference 2015 Page13
© opusresearch inc.
Stayintheloop
• Tweetwith#iacnyc• Followthe“landscape”onVB|Profiles• JoinourGrouponLinkedIn• IntelligentAssistantsDevelopersandImplementors
• Sharethevideos• “MakeitSo!”
IntelligentAssistant Conference 2015 Page14