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Striking up a conversation
- 1. Striking up a conversation Albert Dias, CTO
- 2. Conversational commerce is conservatively forecast to reach $35 billion in the United States alone by 2020 MIT Auto ID Lab
- 4. We’re being forced to discover our tone of voice, as a new wave of customer experiences get built on text chat and voice alone
- 8. Brief Personal Intelligent Patterns ✔ ✘ ✘ ✘ Creative Rule-based ✔ ✔ ✘ ✘ Structured learning ✔ ✔ ✔ ✘ Deep learning ✔ ✔ ✔ ✔
- 9. 1 Listen to what people say and respond in the right context
- 10. 2 Build an understanding of the person you’re speaking to without invading their privacy
- 11. A man walks into a bar “Hey John, that’s a great pinstripe shirt your wife picked along with that jacket. I’ll bet she gets her good sense of style from her mother. When are the two of you flying out to London again?”
- 12. 3 Be responsive; a minute can seem like an eternity in a conversation
- 13. 4 Be friendly and be frank that you’re a bot: people will forgive you
- 14. 5 Pace yourself in the same way that you would in the real world
- 15. 6 Be seamless when you hand over a conversation
- 16. Striking up a conversation Albert Dias, CTO
Editor's Notes
- https://www.capgemini.com/wp-content/uploads/2018/01/conversational-commerce_brochure.pdf Annual growth rate of 7.5x More than twice the growth rate of the smartphone It’s a new line of business that’s no different from the call to e-commerce and m-commerce a few years ago Common illusion of money and credit card details being sent over chat It demands that we think differently
- To give you a sense of just how differently you’ll need to think, imagine this You’ve been given an opportunity to shape your brand’s image and the folks in marketing: A: Invite you over to the film set watch the new video being made with a famous TV star B: Invite you over to the recording studio to hear the new radio jingle C: Invite you over to the copywriter’s room to talk about tone of voice Where would you rather be?
- https://www.youtube.com/watch?v=PEN8ey0dDp4 Personal: Young, almost hip Intelligent: Understands your needs, preferences Efficient: They’ve done the work behind the scenes
- Personality: Friendly, contextual Intelligence: Hyper-relevant, personalized, real-time insights Efficiency: Near-zero TAT Among these, personality is often the factor that differentiates a good bot from a great one
- ELIZA passed the Turing test ALICE flunked the Turing test, but captured our imagination Rumoured to be the inspiration behind the award-winning movie “Her,” in which Juaquin Phoenix falls in love with a bot Rule-based Structured learning Emphasis on a training set and validation set Retrieval model Answers are often pre-determined Deep learning Emphasis on self-learning Generative model Generates answers Google’s Neural Machine Translation system