conversational interfaces: where does the journey go · (c-3po to r2d2, star wars, 1977) ......
TRANSCRIPT
Conversational Interfaces:
Where does the journey go ?
We drive digital customer experience innovation in the physical world.
CURRENT FOCUS AREAS
Tangible
Conversational
Immersive
Responsive
Environments
360 content
Assistants
Chatbots
Virtual Reality
Concierges
Wearables
Internet of Things
Augmented Reality
4
THE JOURNEY
1. Dream Destinations
2. Where we are
3. Routes and Obstacles
4. Why to go
5. Insider tips
DREAM DESTINATIONS
SCIENCE FICTION BECOMES REALITY
"Computer, go to sensor probe. Any unusual readings ?" (Captain Kirk to USS Enterprise, Star Trek, 1966)
"Open the pod bay doors, HAL." (Dave Bowman to HAL, 2001 – A Space Odyssey, 1968)
"Hello, Bomb? Are you with me ?" (Lt. Doolittle to Bomb 20, Dark Star, 1974)
"This is all your fault." (C-3PO to R2D2, Star Wars, 1977)
"Kitt, there are no more drive-ins." (Michael Knight to K.I.T.T., Knight Rider, 1982)
"Is that weird ? You think I'm weird?" (Samantha to Theodore, Her, 2013)
THE PERFECT DIGITAL ASSISTANT
Interacts with user based on language (speech or text). conversational
understands intention
supportive
context aware
loyal and discreet
efficient
Understands intention behind sentences.
Is aware and makes use of context.
Helps user to do a task by conducting a dialog.
Doesn't follow own or 3rd party objectives. Respects privacy.
Doesn't start philosophical discussions.
Imagine how this would change the world.
No one would use your website or app any more.
WHERE WE ARE
"In from three to eight years we will have a machine with
the general intelligence of an average human being."
Marvin Minsky, 1970
Beam me up Scotty, there is no artificially intelligent life down here. Captain Kirk, 2017
http://weknowmemes.com/2011/12/siri-im-bleeding-really-bad-can-you-call-me-an-ambulance/
IT'S ABOUT MACHINE LEARNING NOT AI
"Field of Computer Science that gives computers the
ability to learn without being explicitly programmed."
Arthur Samuel, 1959
THE OLD WAY OF DOING THINGS
Problem
Analysis Find Algorithm Develop Code
THE NEW WAY OF DOING THINGS
Problem
Assemble
Training Data
Train
Neural Net
EXAMPLE APPLICATIONS
Picture/video to Text
Snow in New
York
Intent get forecast
Date March 10th
2017
Place NYC
Sentimen
t
neutral
What's the
weather
tomorrow in New
York ?
Speech to Text
What's the
weather
tomorrow
in New York ?
Text to Intent
ANATOMY OF A CUI
NATURAL
LANGUAGE
UNDER-
STANDING
Text DIALOG
MANAGE-
MENT
NATURAL
LANGUAGE
GENERATION Text
Machine
Learning
Programming
(no AI yet...) Templates
SPEECH TO
TEXT
Machine
Learning
TEXT TO
SPEECH
Intent
&
Entities
Actio
n
Machine
Learning
CONVERSATIONS AS A PLATFORM
Context Services
One-to-One Messaging
Conversation Services
Group Messaging
Authentication
Rights and Access Mgt.
...
Profile
History
Location
Preferences
...
Commerce Services
Payment
Subscriptions
Promotions
Advertising
...
Massive User Base
Installation-free environment
ROUTES AND OBSTACLES
TWO ROUTES AVAILABLE
Text based
Chatbots
Task oriented
Messenger based
Speech based
Assistants
Multi purpose
OS/Device based
Conversational
Interfaces
Chatbot Example
Assistant Example
Down to Earth...
THE ABYSS OF IGNORANCE
Cool
Ex
pe
rie
nc
e q
ua
lity
Use Case the system
is trained and
programmed for.
Training
effort
User
Expectations
Lousy http://maxpixel.freegreatpicture.com/Unfenced-Peril-Hazard-Danger-Caution-Risk-Cliff-1745961
NEW THINGS TO LEARN
Graphical User Interfaces (GUIs) Conversational User Interfaces (CUIs)
NEW THINGS TO LEARN
Graphical User Interfaces (GUIs) Conversational User Interfaces (CUIs)
Utterance
Variability
Entitity
Recognition
Language
dependencie
s
Idioms &
Emojis
Ambiguity
Handling
Mixed
Languages
...
Complexity
Handling
Topic
changes
Detect
failure
WHY TO GO ?
USER BEHAVIOUR TRENDS
App Fatique is real
Average download: 1 app/month (Source: Bussiness Insider Tech)
75% of apps not used again after first day. (Source: AppBoy)
Only 3 of installed apps are used frequently. (Source: comScore)
Messengers grow fast
Messenger surpassed Social Media in Monthly Active Users in 2015. (Source: BI Intelligence)
70% of WhatsApp users are using it daily. (Source: DMR)
Messengers are opened 9 times a day, average of all other apps 2 times. (Source: Flurry Analytics)
Speech based technologies are adopted quickly
Amazon sold > 5.000.000 Echo/Dots in 2015
CES 2017: >20 devices with Alexa, including household devices and cars.
Microsoft, LG and many others also announced devices.
CUIS HAVE SEVERAL ADVANTAGES
Customer Business
Conversational
Interfaces
Installation free
Login free
Contextual / Personal
...
Natural / Learn free
Build once
Change friendly
SAAS solutions
1-to-1 bi-directional
...
TRAVEL IS A NATURAL USE CASE
TRAVEL EXPERIENCE
I'd like to make vacation in the mountains. Any ideas ?
Don't forget immunization.
Are there offers during the school holidays ?
What's the cheapest flight?
The gate has changed. Please go to G23 now.
How was your trip ?
Looking for a nice italian restaurant for today.
Please go to the east entrance. The shuttle to the
hotel departs there.
TECHNOLOGY IS ALREADY AVAILABLE
Text based
Chatbots
Task oriented
Messenger based
Speech based
Assistants
Multi purpose
OS/Device based
Conversational
Interfaces
IBM
Watson
Apple
Siri
Amazon
Alexa
Samsung
Viv
Microsoft
Cortana
Messenger
Microsoft
Skype
Telegram
...
Microsoft
LUIS
wit.ai
api.ai
Allo Google
Assistant
Amazon
LEX
Amazon
ASK
Amazon
Polly
...
Home
Amazon
Echo / Dot
3rd Party
Devices
Household
Appliances
Cars
Slack
...
NEW ECOSYSTEMS ARISE
Messenger
Chatbot Ecosystem
Messenger Bot
Assistant Ecosystem
Assistant Bot
Messenger
Web Ecosystem
Search Engine
Website
Messenger
App Ecosystem
App Store App
Customer
Business
SEO, SEM
Submission, ASO
Submission, ???
Submission, ???
Customer
Business
Customer
Business
Customer
Business
NEW
NEW
THE USER BASE IS ALREADY MASSIVE
570.000.000
Number of users who login DAILY into
chinese messenger WECHAT
INSIDER TIPS
BETTER DON'T MISS THE TRAIN
• New opportunities to interact
with customers for marketing,
sales, service and experiences
evolve right now.
• Users quickly adopt and have
high expectations, especially in
personalization and
contextualization.
• New Ecosystems arise:
You are in or you are out.
START SMALL AND AGILE – BUT START
• Keep it simple and iterate quickly.
• There is a lot to learn for you, your agency, your customers but for your competitors too.
• Prepare for an agile process not for a big bang.
• Test with Closed User Groups early. Actively seek and use customer feedback.
• Beware of the Abyss of Ignorance.
• Focused and task-oriented Use Case is key.
• Don't try to imitate a human. Manage user expectations.
• There are a lot of reasons to start and no reason not to start.
• User behaviour changes, technology is available, Ecosystems arise.
• First steps don't need big budgets: Building simple CUISs is comparably easy.
START NOW
Don't make the same mistake you did with web, mobile and apps before ;-)
39
THANK YOU.
Director Technology
SapientRazorfish
Kaiser-Wilhelm-Ring 17-21
50672 Cologne, Germany
Mail: [email protected]
Felix Heimbrecht