”By 2021, more than

50% of enterprises will

be spending more per

annum on bots and

chatbot creations than

traditional mobile app

developments*”- Gartner, October 2017

Gartner’s

TOP 10

IT predictions

1 * GARTNER’S TOP 10 PREDICTIONS FOR IT IN 2018 AND BEYOND

Når kunderådgivning overgår til robotterBalancen mellem kunstig- og menneskelig intelligens

Kristina Grönvall, AI Strategist and Project Manager, Nordea

31.05.2018

The 4th industrial revolution – exponential change

3

SENSE COMPREHEND ACT LEARN

What is Artificial Intelligence?

Simplified definition: “Machines doing tasks that would be considered intelligent if done by human”

4

Image

E-mail

User

Interface

AP

I

Avatar

Knowledge

Base

Text

Sense Act

Action

Voice

Image

Action

Comprehend

Nova is Nordea’s Virtual agent

A virtual agent interacts with humans and

machines to

Support, advise and inform customers and users

Understand what customers and users want

Update and interact with other systems

5

Driving factors

By 2018,

virtual employee

assistants (VEAs)

integrated across

enterprise stacks will

increase productivity

of staff by 10%2

+55% of

customers would

prefer a bot to a

human if the same

result is achieved

either way1

52% does not

consider it a great

customer

experience if they

wait longer than

2 minutes1

By 2022,

chatbots will be

responsible for

cost savings of

over $8 billion

annually, up from

$20 million in

20173

Improved faster customer

experience1 Productivity gains and cost

savings2

6 1. LIVEPERSON 2017

2. GARTNER INSIGHT: HOW TO COLLABORATE AND COMPETE IN THE EMERGING VPA, VCA, VEA AND CHATBOT ECOSYSTEMS

3. JUNIPER RESEARCH: CHATBOTS

7

UNCERTAINTY

DE HUMANIZATION

DISCOMFORTSource: “Do you trust your computer”

8

UNDERSTANDING OURSELVES IN A LOGICAL CONTEXT

Neuroscience perspective

Parts of the brain that supports cognition work together to read

a certain interaction (images, sounds, words)

Our brains are hardwired for similarity, past experience &

& habit

Our brains are biased for negativity & caution. This might

lead to us becoming dysfunctional and disengaged

To counteract the negative effects, we need to minimise danger and maximise reward

9

TRUST

Source: “Do you trust your computer”

Finding the right balance

10

What do our customers say?

Need for concrete and relevant answers

Need for a solution that is simple to understand and

user friendly

Need of overview and trust

Need for personal guidance

11

Different channels for different purposes, but supporting each other

12

Hello my name

is Nova,

Nordea virtual

assistant

13

WARM

FRESH

CLEAR

EXPERT

Compassionate and genuine

Understanding and polite

Interested and helpful

Open and trustworthy

Direct and concise

Clear and specific

Asking for confirmation to ensure understanding

Lively and inspiring

Able to think outside the box

Passionate but down to earth

Neutralizing difficult concepts

Professional and confident

Making complex concepts appear simple

Delegating to human if needed

Your brand – your voice

14

Building content - staying conversational on the right level

Conversations you could have over a cup of coffee with

your neighbour

Transfers for additional information such as full info about

terms and conditions, customer balance history details

changes, etc.

INSTANT AND APPEALING

DETAILS AND DEPTH

15

Transparency breeds trust

Repetition

• Consistency

• Predictability

• Openness

Technical transparency

• Authentication

• Encryption

• Consent, deletion of chats

16

Information exchange

• Data generation

• Feedback

17

Our employees, our brand

AI should not be “other”

– it should be “us”

18

Elon Musk

Thank you!

Kristina Grönvall

AI Strategy & Acceleration, Nordea

kristina.gronvall@nordea.dk

+45 24 66 33 90

• Gartner: Market Insight: How to Collaborate and Compete in the Emerging VPA, VCA, VEA and Chatbot Ecosystems

• Gartner: Top 10 Predictions for 2018 and Beyond

• Juniper Research: Chatbots: https://www.juniperresearch.com/researchstore/innovation-disruption/chatbots/retail-ecommerce-banking-healthcare

• Chatbot Magazine: Artificial Intelligence & Artificial Trust https://chatbotsmagazine.com/artificial-intelligence-artificial-trust-5e01d32ae39a

• BankingTech: Putting trust in chatbots https://www.bankingtech.com/2017/01/putting-trust-in-chatbots/

• LIVEPERSON 2017: https://docsend.com/view/826nkc4

• PwC: Bot.Me: A revolutionary partnership: https://www.pwc.com/us/en/industry/entertainment-media/publications/consumer-intelligence-series/assets/pwc-botme-booklet.pdf

• Business insider: Humans are willing to trust chatbots with some of their most sensitive information http://www.businessinsider.com/humans-are-willing-to-trust-chatbots-with-some-of-their-most-sensitive-information-2016-6?r=UK&IR=T&IR=T

• Do you trust this computer - https://www.youtube.com/watch?v=VKdqgF7lrVQ

20

Links

“The key to artificial intelligence has

always been the representation

21

– Jeff Hawkins, founder of Redwood Neuroscience institute

Nova uses artificial intelligence to understand the user’s

intent from free-text input

Free-text

«What the user types»

User intent

«What the user wants»

I need cash for a new

Tesla

I want to apply

for a car loan

12

Click the link below to

apply for a car loan:

Apply for a car loan

Pre-defined answer

What Nova replies3

Machine

learning

Confidence

threshold

CONTEXT-WHY

22