How we interact with computers has evolved over the years from keyboard to mouse, to touch and now to natural language. Conversational technology has created new channels to interact with computers using natural language via voice assistants and chatbots. The power of these conversational interfaces is that they allow us to move from command and response interactions to having conversations with computers.
5. 5
Conversational Interfaces – Voice Assistants
“Half of all searches
will be voice searches
by 2020. The voice
market will grow from
$1.6 billion in 2015
to $15.8 billion in
2021”
- iProspect
6. 6
Conversational Interfaces - Chatbots
"Chatbots will be
responsible for cost
savings of over $8
billion annually by
2022, up from $20
million in 2017.”
— Gartner
8. 8
Starting with the Alexa Voice Assistant we
are developing the expertise and
capability to apply conversational
technology to existing and new solutions
Our Story So Far
Cultivate
Implement
Educate
Small working
group created
to setup and
learn
Build something
useful to
develop
capability
Run a
“hackday” to
propagate the
knowledge
9. 9
Rockie ….
• Rockie the campus helper is an Alexa skill which assists Pramerica employees
with campus related queries such as:
“Where is the Times Square room?”,
“What are the canteen opening hours?”,
“When is the next pay day?”
• Rolling out network of Alexa echo dots across the campus
• Creating a complementary Rockie chatbot
10. 10
The Big Picture
AWS Lambda
NodeJS
ChatBot Alexa
Conversation
Engine
API Gateway
API
Internal Services
Cloud Services API
Artificial
Intelligence
API
11. Opportunity Roadmap
ChatOps
Create higher value services
Workflow Solutions
Automate complex tasks
Data Analytics and AI
Better understand user
needs and patterns
Q&A Solutions
Knowledge Management
Recruitment
Employee Info
Desktop Support
trouble shoot and fix
problems at their own
desktop through Bot support
12. " Conversational AI Platforms Will Be the
New Gateway for Impacting Customer
Loyalty.”
— Gartner, Dec 2016
13. Conclusion
Conversational
Technology is predicated
on the ubiquity and
richness of Natural
Language
The Conversational Commerce
marketplace will grow but
Conversational platforms will
converge
Voice Assistants and Chatbots
will solve different problems
but AI will underpin all
complex solutions
How we interact with computers has evolved over the years from keyboard to mouse, to touch and now to natural language. Conversational technology has created new channels to interact with computers using natural language via voice assistants and chatbots.
The power of these conversational interfaces is that they allow us to move from command and response interactions to having conversations with computers
“Conversational technology has the potential to disrupt how we interact with our employees and customers” – as we transition to using natural languages to interact with computers we open up opportunities to apply Artificial Intelligence to make inferences and draw additional meaning from the interactions beyond what we could trough the traditional command and response type interactions of existing systems. These conversations are enablers for a richer dialog with our customers.
Conversational interfaces fall into 2 types:
Voice Assistants such as Amazon Alexa, Google Home, Microsoft Cortana and Apple Siri
Conversational interfaces fall into 2 types:
Chatbots which are typically integrated into existing IM clients such as Microsoft Skype or Facebook Messenger and collaboration platforms such as Slack
Eternime / USA / Digital afterlife Eternime wants to let people create avatars of themselves that learn their speech patterns and life stories, and can then converse with loved ones after death. Eternime aims to preserve your most important thoughts, stories and memories for eternity.
Twitter handle is dead!
This architecture will change as we evolve, but the key principle is the ability to reuse the same conversation engine for all conversational interfaces such as Alexa and the Chatbot.
ChatOps is about conversation-driven automation. By bringing your tools into your conversations and using a chat bot modified to work with key plugins and scripts, teams can automate tasks and collaborate, working better, cheaper and faster
One of the advantages of a conversational interface is that you can learn what users want by analysing the requests the system has not been able to fulfil, this is vital to enable us to evolve the service to better serve the customer. There is great potential for the application of Machine Learning in this area.
Key Finding No. 1: Overall App Usage Is Maturing
Key Finding No. 2: Messaging Apps Have Eclipsed Social Networks and Are Engaging Consumers to Conduct In-App Commerce Activities
Key Finding No. 3: Bots and Virtual Assistants Are Emerging as "Conversational Commerce" Technologies to Potentially Transform Both Customer and Enterprise Workflows
Key Finding No. 4: Conversational AI Platforms Will Be the New Gateway for Impacting Customer Loyalty
