Don’t let a sociopathic, artificial lifeform represent your company. Mark Walsh shares lessons learned from years of experience creating believable characters for Pixar Animation Studios. You’ll discover how relationships, trust, and caring can help you leverage artificial intelligence technologies in ways that enhance customer experience. And, you’ll learn how to avoid making the big mistakes made by those who came before you. This presentation was given at Information Development World on May 17, 2017 Don’t miss our upcoming event, Information Development World: Creating Machine-Ready Content to be held on November 28-30, 2017. http://www.informationdevelopmentworld.com

1. Taking the
Sociopath
out of Artificial Intelligence
Mark Walsh, Motional.ai

3. Artificial intelligence
Character Intelligence
tmtm

4. Brand Relationship
• American customer service: $35 hr avg.
• Outsourced* customer service: $12 hr avg.
*India. 2016, Worldwide Call Centers, Inc.
92% of customers report DECREASED
brand relationship with offshore
customer service
2016, Customer care

5. FinTec Health
Customer
Service
Retail
IoT
Transportation
Social
Media
Robotics
Virtual
Assistants
Gaming Entertainment
Virtual/
Augmented
Reality
Costs Relationship
A.i.

6. Conversational A.i. is
a Sociopath
Can’t
Collect Emotion
Can’t
Project Emotion
Problem:
DAMAGES Brand Relationship
Copyright, Orion Pictures

7. Copyright, Orion Pictures

8. A.i. is invisible
Human communication is
60% VISUAL
Albert Mehrabian and Susan R. Ferris, “Inference of attitudes from nonverbal communication in two channels.”
Problem:
DAMAGES Brand Relationship

9. Copyright, TriStar Pictures

12. Artificial
Authentic
BAD
GOOD

13. Character Intelligence
tm

14. Copyright, Disney/Pixar, Walt Disney Animation, Dreamworks

15. Copyright, Disney / Pixar

16. • IDENTIFY with them
• Make us FEEL
Reflect back to us who
we believe we are…
…Or want to be.

17. Dory
Copyright, Disney/Pixar

18. “Uncanny valley”
Recognizing the Authenticity of Emotional Expressions
Matthis Drolet, Richard I. Schubotz, & Julia Fischer, 2014

19. RELATIONSHIP
Likable
Character
Empathic
Listening
Authentic
Performance
Copyright, Disney/Pixar,
Pleasing Design

20. Why we trustAvoid the Sociopath
• Empathy
• Personality
• Trust
• Growth

21. Personality
• Outlook
• Inlook
• Wants
• Flaws

22. Empathy
• Ask
• Reflect
• Request
• Boundaries
Outgoing:
Incoming:

23. • Scalability • Consistent Character • Rehearse
Copyright, Motional LLC/ Limitless 2016,
“A real connection. I’ve seen
the future of VR, & it’s full of
feels”
“People are the user
interface of the future”
Consistency

24. Trust
Trust is communicated
through Non-Verbal cues
Words come last
UpdatesCommunication Monographs
Judee k Burgoon & Beth A. Le Poire
Vol 66, Iss.2 1999
What Every Body is Saying
Joe Navarro & Marvin Karlins, Ph.D. 2008
Nonverbal Interactions & Perceptions of Empathy
Enid Montague, Ping-y Chen, Jie Xu, Betty Chewning,
& Bruce Barrett
Research Evidence Vol 5, 2003
Facial Expression Can
Build Trust
Shmula, 2010
Body Language in Negotiation
Harvard University, 2016
You Say More than you Think
Janine Driver, 2010
Mirroring Body Language
Journal of Personality and Social Psychology,
Chartrand & Bargh, 2017
Emotions Revealed
Paul Ekman, 2007

27. The “game engine” for character
Motional Character Intelligence
Scaleable Voice & Body Language
driven by Empathy, delivering
authentic performance.
Copyright, Disney/Pixar,
Built for Relationship

29. Virtual
Medical
Assistant
Copyright, 2017 Motional LLC

30. Where are empathy and character most needed?Where aren’t they?

31. –Psychology Today
“Relationships depend on non verbal
communication if they are to be
strong and lasting.
When one party receives mixed
signals, trust can leave the relationship
and it will be damaged.
The way you respond to someone
nonverbally can show that you understand
and care about them and the relationship
will grow and be fulfilling to both.”

32. Copyright, Orion Pictures
SOCIOPATH

33. Thank you!

34. Taking the
Sociopath
out of Artificial Intelligence
Mark Walsh, Motional.ai