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.

Rick Nucci (Founder/CEO, Guru) - AI, Hype, And The Future Of Humanity


Published on

This video for this talk from Business of Software Conference USA 2018 will be published here soon:

Published in: Business
  • Be the first to comment

  • Be the first to like this

Rick Nucci (Founder/CEO, Guru) - AI, Hype, And The Future Of Humanity

  1. 1. AI, Hype, & the Future of Humanity © 2018 Guru Technologies, Inc. Confidential & Proprietary Information Rick Nucci Co-founder & CEO @ Guru
  2. 2. Today
  3. 3. Hi, I’m Rick. ● Co-founder & CEO of Guru ● Previously co-founder of Boomi ● Wish I pursued career in music ● Instead, I work on difficult enterprise software challenges* *Almost as exciting as being a rockstar... Rick Nucci Co-founder & CEO @ Guru
  4. 4. Revenue Teams Analytics & Engagement Experts About Guru
  5. 5. AI Primer What are we talking about?
  6. 6. ML CS AI NLP DL Incorporating human intelligence into machines Making machines "understand" the meaning of natural language Algorithms making machines learn from data Deep layered neural network: set of ML algorithms inspired by the structure of the biological brain What is Artificial Intelligence?
  7. 7. Where are we really at with this technology?
  8. 8. AI has been “The Next Big Thing” for a long time...
  9. 9. We are currently in a big “AI Spring”
  10. 10. Why? Besides the algorithm, AI needs two basic things to work… Data and processing power.
  11. 11. Coming off the heels of the last huge technology shift, Cloud Computing, this is now better than ever.
  12. 12. Easy-to-use interfaces have exponentially increased the amount of data that can be leveraged for training Oh, and Enterprise UX has improved!
  13. 13. It’s all very exciting.
  14. 14. Sorry to ruin the fun. But with that excitement, comes hype.
  15. 15. Gartner Hype Cycle for Emerging Tech, 2017
  16. 16. Hype Cycle for Emerging Tech, 2009
  17. 17. We see articles like this...
  18. 18. We see lots of jargon and confusing terms “Makes use of machine learning, deep learning and transfer learning to build a unique Answer Graph” “We train a deep neural network model by converting historical customer service transcripts into numerical representations called word vectors” “Do more with your data: AI for professionals” “AI Delivered (by AI)”
  19. 19.
  20. 20. There is real fear of how AI will impact humans.
  21. 21.
  22. 22. The new religion of artificial intelligence is called Way of the Future. “You will be able to talk to God. Literally. And know that it’s listening.”
  23. 23. How “Smart” is AI?
  24. 24. The All-Important Inputs
  25. 25. Technology is improving faster than we can adapt to it!
  26. 26. “Artificial Intelligence in Business Gets Real”
  27. 27. AI Will Impact Every Functional Area
  28. 28. Smart companies know AI can grow revenue
  29. 29. “Artificial Intelligence in Business Gets Real” ● It’s early days, but real value is already being seen by companies big and small ● It is being applied to revenue generating opportunities, not “cost savings” opportunities ● It is being leveraged everywhere (show the graphic of supply chain, sales, service, etc.)
  30. 30. What have we learned from building Guru?
  31. 31. AI for Customer Experience
  32. 32. 4 Types of AI for CX
  33. 33. Coaching humans creates long-term value
  34. 34. We realized that our customers build daily habits around Guru The DAU/MAU Ratio is a widely-used metric to understand product adoption. Best-in-class consumer products—like Facebook in 2012—have a DAU/MAU Ratio around 60%. *Source: Sequoia Capital Typical enterprise software* Well-adopted enterprise software* 10% 20% 41% 45% 60%
  35. 35. Artificial Intelligence Guru’s unique approach of being “where you work” enables collection of high-value, solution-specific training data to power AI capabilities. ● How, when, and where the extension is used ● What Cards are searched for, viewed, used Solutions Foundation for content creation, discovery and integration. ● Browser Extension ● Cards ● Verification Engine ● Slack Bot ● Content Creation & Management ● Analytic Dashboards Core Infrastructure Machine Learning powers Guru specific solutions, such as AI Suggest and Contextual Coaching Capabilities. ● Suggest accurate & relevant information (unstructured data) ● Process guidance with 100% accuracy (structured data) The Guru Cycle
  36. 36. One Beware the Jack of All Trades
  37. 37. AI is only as good as the data it can learn from. Focus on solving specific business problems with access to valuable data to train from.
  38. 38. Two Focus on Outcomes, not Algorithms
  39. 39. AI can cause CSAT and agent satisfaction to drop “Customer satisfaction levels will drop as companies drive more traffic to chatbots, self-service, and chat that are not fully optimized to engage customers effectively. As companies look to increase customer engagement on digital lofty goals are being set particularly in the area of call deflection. Some companies have goals of decreasing call volumes by more than 50% in just under two years.” Source: Forrester, Nov 2017 “Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy
  40. 40. Three Over-invest in user experience
  41. 41. Better UX leads to more usage, which helps your models learn Not to mention your customers will expect it from you.
  42. 42. Four Don’t forget to close the AI loop
  43. 43. Product usage generates training data which powers AI-driven suggestions and predictions. The user takes action on these suggestions, which then needs to feed back into the model. Training Data → AI-driven Insights → User Actions → Better Data
  44. 44. Five Your model can start out ‘dumb’
  45. 45. AI is HARD. You could spend forever building the perfect model. It is better to start with a basic model and refine it over time with your customers.
  46. 46. Six AI should empower people, not replace them
  47. 47. AI can and will help support professionals deliver amazing customer experiences, at scale.
  48. 48. Quick Recap!
  49. 49. Like Cloud Computing before it, AI is transformational for not just enterprises, but all humans.
  50. 50. While the hype is huge, there are real gains to be achieved today.
  51. 51. @ricknucci