”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
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
• 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
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