1780s 1870s 1970s 2017’s

Steam, water,

mechanical

production

equipment

Division of labor,

electricity, mass

production

Blurring the

physical and

the digital divide

Electronics,

IT, automated

production

A major shift is happening…

A 4th industrial revolution

2017

We were promised flying cars

Instead we got suicidal robots

Student Satisfaction

Ray FlemingHigher Education Director

Microsoft Australia

Intelligent Agents for

Service Improvement

40

Intelligent Agents

3 scenarios

Conversational

Knowledge

Data-Based

Knowledge

Process

Simplification

Conversational Knowledge

Conversational Knowledge

Conversational Knowledge

Conversational Knowledge

Department of Human Services

University of Canberra

Data-Based Knowledge

Data-Based Knowledge

Process Simplification

Process Simplification

Process Simplification

Process Simplification

53

Intelligent Agents

3 scenarios

Conversational

Knowledge

Data-Based

Knowledge

Process

Simplification

54

Intelligent Agents

3 scenarios

Conversational

Knowledge

Data-Based

Knowledge

Process

Simplification

Intelligent Agent

Intelligent Agents for

Service Improvement

Agility is

everything

Be a learn-it-all

Not a know-it-all