Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Beyond Personalization: Everyone Needs Scalable and Accessible Understanding (Catherine Havasi, Agorai)

31 views

Published on

Presentation by Catherine Havasi, Agorai, at the 20 June 2019 CX Emotion conference (http://cx-emotion.com)

Published in: Business
  • Be the first to comment

  • Be the first to like this

Beyond Personalization: Everyone Needs Scalable and Accessible Understanding (Catherine Havasi, Agorai)

  1. 1. Dr. Catherine Havasi, MIT Media Lab Technical co-founder, Sendesis BEYOND PERSONALIZATION: EVERYONE NEEDS SCALABLE AND ACCESSIBLE UNDERSTANDING Photo: Michael Vesia, CC-By
  2. 2. MEANWHILE, AT THE MIT MEDIA LAB Photo: MIT Media Lab
  3. 3. COLLECTING COMMON-SENSE KNOWLEDGE
  4. 4. We have built models of how people think about the world in 73 languages – called ConceptNet.
  5. 5. Emotion has always been central to the data we collected. Photo by: Petar Milošević CC BY-SA 3.0.
  6. 6. Photo: Steve Hopson, CC-By But then things moved on without us – users changed how they interacted with search engines
  7. 7. We found a new use of this data: integrating into machine learning to facilitate adaptability Photo by: Chris Rodley
  8. 8. Data is important… but don’t let that stop you Photo by: Gene Kogan
  9. 9. The relationship between humans and machines is inherently emotional. Photo by: Rene Passet CC-by-SANC
  10. 10. Photo by: Anna Dziubinska, CC-by-SA Emotion is a critical part of communication
  11. 11. Gartner infamously predicted last year that soon your phone “know more about your emotional state than your own family.” Source: Gartner
  12. 12. Emotional AI allows humans to have time to develop emotional relationships.
  13. 13. 51% of consumers expect that companies will anticipate their needs and make relevant suggestions – even if they’ve never bought from the brand before. Source: Salesforce
  14. 14. Marketing has been talking about personalization for years.
  15. 15. 80% of shoppers are more likely to frequent and buy from stores with more personalized experiences. Source: Epsilon
  16. 16. mass production personalization
  17. 17. What is generative content? Are we there yet? What gets us there?
  18. 18. • Design Principles Photo by: User: Takeaway CC BY-SA 3.0. Design principles for hyperpersonalization
  19. 19. Image Credit: D J Shin CC-by-SA Robots are not your brand voice.
  20. 20. One Size Does Not Fit All: Language Domain Expertise Customer Journey Stage Engagement Goal
  21. 21. It’s the whole customer journey that matters – not just the feedback touch points
  22. 22. It’s happening again: today’s agents don’t communicate like us. Image Credit: Amazon
  23. 23. Image Credit: Netflix Promotional What about hyper-personalized media?
  24. 24. We need to ask new questions
  25. 25. We need a framework that knows how to grow up.
  26. 26. Let’s make a promise to our users about their data.
  27. 27. Focus on Experience versus Agent
  28. 28. Transparency Matters Values Matter Data Matters
  29. 29. Let’s find a way to communicate with machines like we always dreamed of.
  30. 30. Thank you! Dr. Catherine Havasi havasi@media.mit.edu @catherinehavasi

×