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

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This video for this talk from Business of Software Conference USA 2018 will be published here soon: http://businessofsoftware.org/videos

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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. getguru.com 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 getguru.com
  4. 4. Revenue Teams Analytics & Engagement Experts getguru.com 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. getguru.com Where are we really at with this technology?
  8. 8. getguru.com AI has been “The Next Big Thing” for a long time... getguru.com
  9. 9. We are currently in a big “AI Spring”
  10. 10. getguru.com 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. getguru.com
  12. 12. getguru.com 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. getguru.com 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 getguru.com
  16. 16. getguru.com Hype Cycle for Emerging Tech, 2009
  17. 17. getguru.com We see articles like this... getguru.com
  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)” getguru.com
  19. 19. getguru.com
  20. 20. getguru.com There is real fear of how AI will impact humans.
  21. 21. getguru.com
  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.” getguru.com
  23. 23. getguru.com How “Smart” is AI?
  24. 24. The All-Important Inputs
  25. 25. getguru.com Technology is improving faster than we can adapt to it!
  26. 26. getguru.com “Artificial Intelligence in Business Gets Real” getguru.com
  27. 27. getguru.com AI Will Impact Every Functional Area getguru.com
  28. 28. getguru.com Smart companies know AI can grow revenue getguru.com
  29. 29. getguru.com “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? getguru.com
  31. 31. AI for Customer Experience getguru.com
  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. getguru.com 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! getguru.com
  49. 49. Like Cloud Computing before it, AI is transformational for not just enterprises, but all humans. getguru.com
  50. 50. While the hype is huge, there are real gains to be achieved today. getguru.com
  51. 51. @ricknucci rnucci@getguru.com getguru.com

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