This presentation discusses why artificial intelligence (AI) needs to be designed from a customer centered point of view, and provides three pillars to use as a foundation for how to do so.
Artificial Intelligence seems to be all around us, and many organizations are feeling the pressure to implement AI solutions. But like with any technology, especially the emergent ones that get a lot of buzz, it’s critical to let your business and consumer needs lead the technology, not the other way around.
I believe that it is the IA practitioners in an organization who can and should be the ones leading when AI and machine learning makes sense, which interactions it can best support, and how to architect and design those interactions so that they best support humans – whether those humans are employees, end consumers or citizens.
In this talk I will ensure we all understand why we should be forefront in creating AI experiences, why they are exciting and yet challenging (and even risky) and how we can immediately get involved.
TEDX Talk: What's Happening With Artificial Intelligence?Steve Omohundro
I talked about the multi-billion dollar investments in AI and robotics being made by all the top technology companies and the 50 trillion dollars of value they are expected to create over the next 10 years. The human brain has 86 billion neurons wired up according to the "connectome". In 1957 Frank Rosenblatt created a teachable artificial neuron called a "Perceptron". Three-layer networks of artificial neurons were common in 1986 and much more complex "Deep Learning Neural Networks" were being studied by 2007. These networks started winning a variety of AI competitions besting other approaches and often beating human performance. These systems are starting to have a big effect on robot manufacturing, self-driving cars, drones, and other emerging technologies. Deep learning systems which create images, music, and sentences are rapidly becoming more common. There are safety issues but several institutes are now working to address the problems. There are many sources of excellent free resources for learning and the future looks very bright!
The 10 most innovative artificial intelligence solution providers 2018Merry D'souza
The 10 Most Innovative Artificial Intelligence Solution Providers 2018. This issue will highlight the extraordinary efforts, contribution, and innovation done by different organizations in the AI field. On the cover of this issue, we have, A.I. Tech: Amalgamating A.I. with Human Life.
Artificial Intelligence seems to be all around us, and many organizations are feeling the pressure to implement AI solutions. But like with any technology, especially the emergent ones that get a lot of buzz, it’s critical to let your business and consumer needs lead the technology, not the other way around.
I believe that it is the IA practitioners in an organization who can and should be the ones leading when AI and machine learning makes sense, which interactions it can best support, and how to architect and design those interactions so that they best support humans – whether those humans are employees, end consumers or citizens.
In this talk I will ensure we all understand why we should be forefront in creating AI experiences, why they are exciting and yet challenging (and even risky) and how we can immediately get involved.
TEDX Talk: What's Happening With Artificial Intelligence?Steve Omohundro
I talked about the multi-billion dollar investments in AI and robotics being made by all the top technology companies and the 50 trillion dollars of value they are expected to create over the next 10 years. The human brain has 86 billion neurons wired up according to the "connectome". In 1957 Frank Rosenblatt created a teachable artificial neuron called a "Perceptron". Three-layer networks of artificial neurons were common in 1986 and much more complex "Deep Learning Neural Networks" were being studied by 2007. These networks started winning a variety of AI competitions besting other approaches and often beating human performance. These systems are starting to have a big effect on robot manufacturing, self-driving cars, drones, and other emerging technologies. Deep learning systems which create images, music, and sentences are rapidly becoming more common. There are safety issues but several institutes are now working to address the problems. There are many sources of excellent free resources for learning and the future looks very bright!
The 10 most innovative artificial intelligence solution providers 2018Merry D'souza
The 10 Most Innovative Artificial Intelligence Solution Providers 2018. This issue will highlight the extraordinary efforts, contribution, and innovation done by different organizations in the AI field. On the cover of this issue, we have, A.I. Tech: Amalgamating A.I. with Human Life.
Artificial intelligence a bane or boon-pdfAvlin Roy
Presently we are surrounded by various technologies. All these technologies have their own pros & cons and are evolving. Artificial Intelligence is one such future technology which is making its place & demand in this market very steadily. But the big question is, Is it a boon or a bane? Check it out here.
How is Artificial Intelligence changing the Manufacturing Industry?Jacklin Berry
Manufacturing and industry are changing with the introduction of AI, IoT, and other automated technologies. We have arrived to a new, augmented age, in which Artificial Intelligence gains a new role. The future holds a generated era in which artificial intelligence comes up with its own designs, its own ideas, its own products instead of all our tools being passive, us telling them what to do and they are doing it.
In this talk, Ben will explore why some of the hype around generative AI is over the top, and why technology alone is no silver bullet.Ben will explain some of the practical limitations with AI and machine learning in marketing today, some risks that are often overlooked and how to harness the power of generative AI to your advantage for improved efficiency, while developing your skills to become a more effective digital marketer in the future.
Key Takeaways:
- Improved understanding of generative AI, ML and its limitations- Knowledge on a range of use cases for generative AI to improve digital marketing efficiency- Knowledge of the human skills you need that won't be replaced by robots (yet!), and how to prepare over the next 5/10 years!
Artificial Intelligence and implications for research outputsDanny Kingsley
A talk for UKSG online seminar "Publication to press: Building trust in research communication" held on 27 June 2023.
Abstract:
General AI observations:
* AI probably won’t kill us, but there are risks to identity and reputation
* Regulation around AI is starting but the big corporations are trying to control the discourse
Observations about AI and research publishing
* AI can help with the research process – but it's not a replacement for critical thinking
* The current research publishing environment is full of problems both with and without ChatGPT
* AI is a challenge for the open movement & reproducibility and is likely to feed the paper mill tsunami
Posit: AI is currently the whipping boy for our research assessment system
Conclusion: We need to change the research assessment system
Moving Forward with Digital Disruption: A Right MindsetBohyun Kim
A keynote presented at the MentorNJ In-Person Networking Event 2018 organized by LibraryLinkNJ -The New Jersey Library Cooperative, held at Monroe Township, NJ. on October 5, 2018.
http://librarylinknj.org/MentorNJ/programs/networking-event-2018
Technology is completely changing the face of financial services, driving disruption, displacement and disintermediation within the sector. This has lowered the barriers to entry, opened the door to new market entrants and created fertile ground for innovation and growth.
These market disruptions have also forged new alliances between start-ups and incumbents, blurring the lines of distinction between finance and technology and creating a wave of cross-sector collaboration.
Fintech 2018 will explore technological innovation across the financial services sector, from developments in established tier-1 firms to the disruptive innovators within the start-up community that are reshaping the FS market.
Core conference topics will include:
• Landscape: Trends, Culture, Trust, Transparency, Geo-political Climate
• Regulation: GDPR, MiFID II, PSD2, Open Banking, APIs
• Customer Strategy: Engagement, UX, Data Insight, Marketing & ML
• Emerging Tech: Blockchain, Analytics, AI, Payments, Automation
• National Strategy: Skills, Funding, Collaboration, Cyber Security
• Infrastructure: IT, Digital, Cloud, Mobile, XaaS
Presentations from the AI conference held by EiTESAL that showcases the challenges met in the AI market in Egypt. presented by eng. Ahmed Hassaan from Orange.
We carry a screen with us at all times, yet technology is already evolving beyond the screen. We must design beyond screens to ensure we can be leaders wherever, whenever and however interactions are going.
This workshop provides examples of where expertise should be leveraged beyond where many designers are currently involved and how to begin.
Presentation for Seamless Retail Middle East 2017. Focuses on how to create and execute exceptional retail customer experiences that maximize revenue, increase exposure, and drive consumer satisfaction.
More Related Content
Similar to Designing Customer Centered AI experiences - Dialogkonferansen 2018
Artificial intelligence a bane or boon-pdfAvlin Roy
Presently we are surrounded by various technologies. All these technologies have their own pros & cons and are evolving. Artificial Intelligence is one such future technology which is making its place & demand in this market very steadily. But the big question is, Is it a boon or a bane? Check it out here.
How is Artificial Intelligence changing the Manufacturing Industry?Jacklin Berry
Manufacturing and industry are changing with the introduction of AI, IoT, and other automated technologies. We have arrived to a new, augmented age, in which Artificial Intelligence gains a new role. The future holds a generated era in which artificial intelligence comes up with its own designs, its own ideas, its own products instead of all our tools being passive, us telling them what to do and they are doing it.
In this talk, Ben will explore why some of the hype around generative AI is over the top, and why technology alone is no silver bullet.Ben will explain some of the practical limitations with AI and machine learning in marketing today, some risks that are often overlooked and how to harness the power of generative AI to your advantage for improved efficiency, while developing your skills to become a more effective digital marketer in the future.
Key Takeaways:
- Improved understanding of generative AI, ML and its limitations- Knowledge on a range of use cases for generative AI to improve digital marketing efficiency- Knowledge of the human skills you need that won't be replaced by robots (yet!), and how to prepare over the next 5/10 years!
Artificial Intelligence and implications for research outputsDanny Kingsley
A talk for UKSG online seminar "Publication to press: Building trust in research communication" held on 27 June 2023.
Abstract:
General AI observations:
* AI probably won’t kill us, but there are risks to identity and reputation
* Regulation around AI is starting but the big corporations are trying to control the discourse
Observations about AI and research publishing
* AI can help with the research process – but it's not a replacement for critical thinking
* The current research publishing environment is full of problems both with and without ChatGPT
* AI is a challenge for the open movement & reproducibility and is likely to feed the paper mill tsunami
Posit: AI is currently the whipping boy for our research assessment system
Conclusion: We need to change the research assessment system
Moving Forward with Digital Disruption: A Right MindsetBohyun Kim
A keynote presented at the MentorNJ In-Person Networking Event 2018 organized by LibraryLinkNJ -The New Jersey Library Cooperative, held at Monroe Township, NJ. on October 5, 2018.
http://librarylinknj.org/MentorNJ/programs/networking-event-2018
Technology is completely changing the face of financial services, driving disruption, displacement and disintermediation within the sector. This has lowered the barriers to entry, opened the door to new market entrants and created fertile ground for innovation and growth.
These market disruptions have also forged new alliances between start-ups and incumbents, blurring the lines of distinction between finance and technology and creating a wave of cross-sector collaboration.
Fintech 2018 will explore technological innovation across the financial services sector, from developments in established tier-1 firms to the disruptive innovators within the start-up community that are reshaping the FS market.
Core conference topics will include:
• Landscape: Trends, Culture, Trust, Transparency, Geo-political Climate
• Regulation: GDPR, MiFID II, PSD2, Open Banking, APIs
• Customer Strategy: Engagement, UX, Data Insight, Marketing & ML
• Emerging Tech: Blockchain, Analytics, AI, Payments, Automation
• National Strategy: Skills, Funding, Collaboration, Cyber Security
• Infrastructure: IT, Digital, Cloud, Mobile, XaaS
Presentations from the AI conference held by EiTESAL that showcases the challenges met in the AI market in Egypt. presented by eng. Ahmed Hassaan from Orange.
We carry a screen with us at all times, yet technology is already evolving beyond the screen. We must design beyond screens to ensure we can be leaders wherever, whenever and however interactions are going.
This workshop provides examples of where expertise should be leveraged beyond where many designers are currently involved and how to begin.
Presentation for Seamless Retail Middle East 2017. Focuses on how to create and execute exceptional retail customer experiences that maximize revenue, increase exposure, and drive consumer satisfaction.
Designing for Holistic Cross Channel ExperiencesSamantha Starmer
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
StarCompliance is a leading firm specializing in the recovery of stolen cryptocurrency. Our comprehensive services are designed to assist individuals and organizations in navigating the complex process of fraud reporting, investigation, and fund recovery. We combine cutting-edge technology with expert legal support to provide a robust solution for victims of crypto theft.
Our Services Include:
Reporting to Tracking Authorities:
We immediately notify all relevant centralized exchanges (CEX), decentralized exchanges (DEX), and wallet providers about the stolen cryptocurrency. This ensures that the stolen assets are flagged as scam transactions, making it impossible for the thief to use them.
Assistance with Filing Police Reports:
We guide you through the process of filing a valid police report. Our support team provides detailed instructions on which police department to contact and helps you complete the necessary paperwork within the critical 72-hour window.
Launching the Refund Process:
Our team of experienced lawyers can initiate lawsuits on your behalf and represent you in various jurisdictions around the world. They work diligently to recover your stolen funds and ensure that justice is served.
At StarCompliance, we understand the urgency and stress involved in dealing with cryptocurrency theft. Our dedicated team works quickly and efficiently to provide you with the support and expertise needed to recover your assets. Trust us to be your partner in navigating the complexities of the crypto world and safeguarding your investments.
Adjusting primitives for graph : SHORT REPORT / NOTESSubhajit Sahu
Graph algorithms, like PageRank Compressed Sparse Row (CSR) is an adjacency-list based graph representation that is
Multiply with different modes (map)
1. Performance of sequential execution based vs OpenMP based vector multiply.
2. Comparing various launch configs for CUDA based vector multiply.
Sum with different storage types (reduce)
1. Performance of vector element sum using float vs bfloat16 as the storage type.
Sum with different modes (reduce)
1. Performance of sequential execution based vs OpenMP based vector element sum.
2. Performance of memcpy vs in-place based CUDA based vector element sum.
3. Comparing various launch configs for CUDA based vector element sum (memcpy).
4. Comparing various launch configs for CUDA based vector element sum (in-place).
Sum with in-place strategies of CUDA mode (reduce)
1. Comparing various launch configs for CUDA based vector element sum (in-place).
As Europe's leading economic powerhouse and the fourth-largest hashtag#economy globally, Germany stands at the forefront of innovation and industrial might. Renowned for its precision engineering and high-tech sectors, Germany's economic structure is heavily supported by a robust service industry, accounting for approximately 68% of its GDP. This economic clout and strategic geopolitical stance position Germany as a focal point in the global cyber threat landscape.
In the face of escalating global tensions, particularly those emanating from geopolitical disputes with nations like hashtag#Russia and hashtag#China, hashtag#Germany has witnessed a significant uptick in targeted cyber operations. Our analysis indicates a marked increase in hashtag#cyberattack sophistication aimed at critical infrastructure and key industrial sectors. These attacks range from ransomware campaigns to hashtag#AdvancedPersistentThreats (hashtag#APTs), threatening national security and business integrity.
🔑 Key findings include:
🔍 Increased frequency and complexity of cyber threats.
🔍 Escalation of state-sponsored and criminally motivated cyber operations.
🔍 Active dark web exchanges of malicious tools and tactics.
Our comprehensive report delves into these challenges, using a blend of open-source and proprietary data collection techniques. By monitoring activity on critical networks and analyzing attack patterns, our team provides a detailed overview of the threats facing German entities.
This report aims to equip stakeholders across public and private sectors with the knowledge to enhance their defensive strategies, reduce exposure to cyber risks, and reinforce Germany's resilience against cyber threats.
2. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
WHO AM I?
2
Formerly VP Global Digital Experiences, Ralph Lauren. Also Razorfish, REI, Microsoft, Amazon.
I’m passionate about creating GREAT customer experiences, regardless of screen or device; online or offline.
3. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
IS THIS AI?
3
Image: http://worldversus.com/img/terminator.jpg
Text; https://waitbutwhy.com/2015/01/artificial-intelligence-revolution-1.html
A robot is a container for AI, sometimes mimicking the human form, sometimes not—but the AI itself is the computer
inside the robot. AI is the brain, and the robot is its body—if it even has a body.”
Tim Urban, Writer/Illustrator and Co-Founder ‘Wait But Why’
4. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
BETTER?
4
“Artificial intelligence is the branch of
computer science concerned with
making computers behave like
humans”
“The theory and development of computer
systems able to perform tasks that normally
require human intelligence.”
“Artificial intelligence (AI)
is intelligence exhibited by
machines.”
http://www.webopedia.com/TERM/A/artificial_intelligence.html
https://en.wikipedia.org/wiki/Artificial_intelligence
http://www.merriam-webster.com/dictionary/artificial%20intelligence
https://en.oxforddictionaries.com/definition/artificial_intelligence
“1: a branch of computer science dealing with the
simulation of intelligent behavior in computers
2: the capability of a machine to imitate intelligent
human behavior”
5. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
SHOULD WE CARE?
5
Text: http://fortune.com/ai-artificial-intelligence-deep-machine-learning
Image: https://www.forrester.com/report/TechRadar+Artificial+Intelligence+Technologies+Q1+2017/-/E-RES129161?
“In the past a lot of S&P 500
CEOs wished they had
started thinking sooner than
they did about their Internet
strategy. I think five years
from now there will be a
number of S&P 500 CEOs
that will wish they’d started
thinking earlier about their AI
strategy…“
Andrew Ng, Chief Scientist
Baidu Research
6. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
SHOULD WE BE SCARED?
6
Text: https://www.technologyreview.com/s/608090/tim-cook-apple-isnt-falling-behind-its-just-not-ready-to-talk-about-the-future/, Reddit “AskMeAnything” thread, MIT Aeronautics and Astronautics Department's 2014 Centennial Symposium.,
https://www.newyorker.com/magazine/2018/05/14/how-frightened-should-we-be-of-ai , http://www.businessinsider.com/stephen-hawking-ai-automation-middle-class-jobs-most-dangerous-moment-humanity-2016-12,
“The automation of
factories has already
decimated jobs in
traditional
manufacturing, and
the rise of artificial
intelligence is likely to
extend this job
destruction deep into
the middle classes…”
Stephen Hawking
“With artificial
intelligence we are
summoning the
demon.”
Elon Musk
"I am in the camp
that is concerned
about super
intelligence."
Bill Gates
“What all of us have
to do is to make sure
we are using AI in a
way that is for the
benefit of humanity,
not to the detriment
of humanity.”
Tim Cook
“The future
belongs to
artificial
intelligence…who
ever becomes the
leader in this
sphere will
become the ruler
of the world.”
Vladimer Putun
7. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
OH SH*T
7
Text & Image: ; http://waitbutwhy.com/2015/01/artificial-intelligence-revolution-1.html
“the 21st century will achieve 1,000 times the progress of the 20th century.”
Ray Kurzweil, Futurist
9. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
WE MUST DESIGN CUSTOMER CENTERED AI
9
“You've got to start with the customer experience and work back toward the technology - not the other way around.”
Steve Jobs
Image: https://www.wired.com/story/a-plea-for-ai-that-serves-humanity-instead-of-replacing-it/
Text: https://en.wikiquote.org/wiki/Steve_Jobs
10. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
(AND BY ‘CUSTOMER’, I MEAN ALL
HUMANS INTERACTING WITH AI)
10
11. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
TO BE CUSTOMER CENTERED - HELP HUMANS
11
Text and Image: https://www.microsoft.com/en-us/seeing-ai/
Designed for the low vision community, this research project harnesses the power of AI to describe people, text, and objects.
Leveraging AI technology to expand and help our human lives is the first area of focus we should have..
Microsoft Seeing AI
12. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
(AND HELP AI TO HELP HUMANS!)
12
Text: https://blog.cyberprosocial.com/2018/05/08/microsoft-wants-to-use-ai-to-help-people-with-disabilities/
“We should be asking not only what computers can do, but what computers should do.
Satya Nadella, CEO Microsoft
13. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
WHO CAN AI BENEFIT?
13
https://www.nytimes.com/2018/02/12/technology/china-trump-artificial-intelligence.html
Doctors at the radiology department of Zhejiang Provincial People’s Hospital in China use an A.I. system to view
CT scans as a way to diagnose lung cancers early on.
14. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
NOT JUST AUTOMATION…
14
Image: http://www.innovationtoronto.com/wp-content/uploads/2016/01/Robot-Integration.jpg
Text: https://www.hhs.se/en/about-us/news/2018/few-jobs-can-be-completely-replaced-by-new-technologies/
“The introduction of automation technologies will be gradual, and the long-term potential for society is job creation
rather than job losses…the potential to automate non-routine tasks is likely to remain limited.”
Stockholm School of Economics, The Substitution of Labour
15. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
BUT AUGMENTATION
15
Image & Text: https://www.wired.com/story/a-plea-for-ai-that-serves-humanity-instead-of-replacing-it
“Instead of thinking about AI as separate or adversarial to humans, it’s more helpful and accurate to think about
machines augmenting our collective intelligence and society”
Joi Ito, Director MIT Media Lab
16. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
COLLABORATION
16
Image & Text: https://www.wired.com/story/a-plea-for-ai-that-serves-humanity-instead-of-replacing-it
“We think more jobs will completely change their activities than completely disappear. And so we’ll see more of these
collaborations between machines and people.”
Michael Chui, Partner McKinsey Global Institute
17. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
AMPLIFICATION
17
Image: https://blogs.nvidia.com/blog/2018/03/22/ai-improving-decision-making/
ext: https://www.wired.com/story/a-plea-for-ai-that-serves-humanity-instead-of-replacing-it
“Everything we love about civilization is a product of intelligence, so amplifying our human intelligence with artificial
intelligence has the potential of helping civilization flourish like never before – as long as we manage to keep the
technology beneficial.“
Max Tegmark, President Future of Life Institute
18. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
AND EXTENSION
18
Image: https://blog.cyberprosocial.com/2018/05/08/microsoft-wants-to-use-ai-to-help-people-with-disabilities/
Text: https://globalcxi.org/#vision
“Instead of thinking about machine intelligence in terms of humans vs. machines, we should consider the system that
integrates humans and machines—not artificial intelligence, but extended intelligence.”
Council on Extended Intelligence (IEEE Standards Association and the MIT Media Lab)
19. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW CAN WE DESIGN CUSTOMER CENTERED AI?
19
20. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
3 PRINCIPLES FOR CUSTOMER CENTERED AI
20
1. GO BEYOND GIMMICKS
2. FOCUS ON SERVICES
3. DON’T FORGET ETHICS
21. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
1. GO BEYOND GIMMICKS
21
https://www.nytimes.com/2018/07/21/technology/china-future-robot-waiters.html
“This is about as far as the nonhuman waiters can go at the Robot Magic Restaurant in Shanghai. After diners take
photos and videos, regular waiters step in to serve the food.”
Paul Mozur, Technology Reporter The New York Times
22. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
Image: https://datafloq.com/read/ai-impact-retail-examples-walmart-amazon/4553
Text: https://hbr.org/2018/07/most-of-ais-business-uses-will-be-in-two-areas
PROVIDE VALUE FOR BUSINESS
22
“Using AI to personalize promotions can lead to a 1-2% increase in incremental sales…In advanced
manufacturing…AI can improve forecasting accuracy by 10-20%. This translates into a potential 5% reduction in
inventory costs and revenue increases of 2-3%.”
Harvard Business Review
23. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
Text and Image: https://www.forbes.com/sites/insights-intelai/2018/07/17/software-for-hardware-how-artificial-intelligence-is-helping-lowes-customers/, https://www.fool.com/investing/2018/01/16/wal-mart-is-testing-an-ai-powered-robot.aspx
PROVIDE VALUE FOR EMPLOYEES
23
[LoweBot] “enables Lowe’s employees to devote their
attention to more complex, human problems, like
lending their expertise to a customer’s particular project,
perhaps a troublesome leaky roof.”
Gihad Jawhar, VP Digital Development, Lowes
"If you are running up and down the aisle and you want to
decide if we are out of Cheerios or not, a human doesn't do
that job very well, and they don't like it.”
Jeremy King, CTO Walmart
24. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
Image & Text: https://www.techrepublic.com/article/how-sephora-is-leveraging-ar-and-ai-to-transform-retail-and-help-customers-buy-cosmetics/
PROVIDE VALUE FOR END CONSUMERS
24
"Sephora Virtual Artist is a really good example of where there was a real customer need. It can be overwhelming
coming into our stores or shopping online, but this makes it easy to help you find your favorite shade and save you
time.” Mary Beth Laughton, Executive Vice President Sephora
25. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
Text & Image: https://www.nytimes.com/2017/03/20/world/asia/china-toilet-paper-theft.html
PROVIDE VALUE FOR COMMUNITIES
25
“Before entering restrooms in the park, visitors must now stare into a computer mounted on the wall for three seconds before
a machine dispenses a sheet of toilet paper, precisely two feet in length. If visitors require more, they are out of luck.”
Javier C. Hernández, The New York Times
26. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW? DEVELOP EXPERIENCE PILLARS
26
NIMBLE
AUTHENTIC
HOLISTIC
A N
H U M A N
USEFUL MEASURABLE AUTHENTIC NIMBLE
27. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW? MEASURE THE RIGHT THINGS
27
Text” https://www.forbes.com/insights-intelai/ai-issue-1/
40%
28%
21%
The most-cited business benefits
corporate leaders see from AI include:
Increased productivity
But don’t forget potential customer
benefits, for example:
Reduced operating costs
Improved speed to market
Increased relevancy and timing of
messaging.; true personalization.
Help provided exactly when, where how it’s
needed.
Reduction of boring tasks, allowing for
increased creativity.
What is the customer’s real goal? What do they want? Why?
28. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
2. FOCUS ON SERVICES
28
Image: http://www.itv.com/news/2015-10-04/downton-abbey-star-jokes-about-doing-a-live-show/
Text: McKinsey, MIT Computer Science & Artificial Intelligence Lab, and Carnegie Mellon via https://www.techemergence.com/everyday-examples-of-ai/
“AI will shorten your commute… via self-driving cars that result in up to 90% fewer accidents, more efficient ride sharing
to reduce the number of cars on the road by up to 75%, and smart traffic lights that reduce wait times by 40% and overall
travel time by 26% .“
29. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
Text: https://www.springwise.com/chinese-chatbot-uses-ai-provide-medical-diagnosis; http://research.baidu.com/baidus-melody-ai-powered-conversational-bot-doctors-patients/
Image: http://venturebeat.com/2016/10/11/baidu-launches-medical-assistant-chatbot-to-help-doctors-collect-patient-information
IMPROVE CUSTOMER SERVICE
29
“companies will continue to explore the power of intelligent agents to add conversational interfaces to static self-service
content. They will anticipate needs by context, preferences, and prior queries and will deliver proactive alerts, relevant
offers, or content. They will additionally become smarter over time via embedded artificial intelligence.”
Forrester Research
30. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
Text: https://www.springwise.com/chinese-chatbot-uses-ai-provide-medical-diagnosis; http://research.baidu.com/baidus-melody-ai-powered-conversational-bot-doctors-patients/
Image: http://venturebeat.com/2016/10/11/baidu-launches-medical-assistant-chatbot-to-help-doctors-collect-patient-information
EASE INTERACTIONS
30
“With Melody, our goal is to provide
patients with an online experience that
is close to a human conversation. We
believe this natural type of interaction
will help patients feel more comfortable
with their doctors and result in a more
beneficial patient-doctor relationship.
As Melody has more conversations, it
will also learn and keep getting
better…This is just the start of a much
larger, AI-driven transformation of the
healthcare industry.”
Baidu Research
31. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
https://www.cnbc.com/2018/03/13/ai-job-recruiting-tools-offered-by-hirevue-mya-other-start-ups.html
INCREASE PRODUCTIVITY AND AVOID BIAS
31
"The A.I. gives each video a score based on more than 250,000 data points, including audio, tonality and speech
patterns, the importance of which can be customized for the client's need…Unilever has improved the diversity of its
talent pool by 16 percent since partnering with HireVue.”
Kevin Parker, CEO HireVue
32. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW? DO YOUR RESEARCH
32
“Not just market research! Contextual, competitive, employee, usability, etc. Whatever research you can do will help you.”
Samantha Starmer
33. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW? CREATE A SERVICE BLUEPRINT
33
Image: https://uxpressia.com/blog/create-service-blueprint-uxpressia,
34. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW? MAP THE TOUCHPOINTS & JOURNEY
34
Work from Allan Kempson for REI & Ralph Lauren
35. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
3. DON’T FORGET ETHICS
35
http://www.auburn.edu/~vestmon/robotics.htmll, https://www.linkedin.com/pulse/partnership-future-how-humans-ai-can-work-together-solve-nadella
http://www.nytimes.com/2016/11/02/technology/new-research-center-to-explore-ethics-of-artificial-intelligence.html
https://www.whitehouse.gov/sites/default/files/whitehouse_files/microsites/ostp/NSTC/preparing_for_the_future_of_ai.pdf
“First, robots should never harm a human being
through action or inaction. Second, they must obey
human orders. Third, they must protect themselves.
Each law cannot conflict with the other.” - Isaac
Asimov’s Three Laws of Robotics
“What we’d like to see is a trusted third party, perhaps a
regulatory or supervisory body, that would have the power
to scrutinise and audit algorithms, so they could go in and
see whether the system is actually transparent and fair.”
- Research team at the Alan Turing Institute in London
and the University of Oxford
"It's a dangerous moral ground are we walking into,
making systems that are reminiscent of humanity and
then treating them in a way that is inhumane." - Illah
Nourbakhsh, Professor of Robotics at Carnegie
Mellon University “Amazon, Facebook, Google, IBM
and Microsoft created a
partnership to help establish
ethical guidelines for the design
and deployment of A.I. systems.”
New York Times
“A.I. must maximize efficiencies without destroying the
dignity of people: It should preserve cultural
commitments, empowering diversity. We need broader,
deeper, and more diverse engagement of populations in
the design of these systems.”
- Satya Nadella, Microsoft CEO
36. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
AI WATCHES US…
36
Image: https://www.nytimes.com/2018/07/08/business/china-surveillance-technology.html
Text: https://www.newyorker.com/magazine/2018/05/14/how-frightened-should-we-be-of-ai
“…facial-recognition technology underpins China’s ‘sharp eyes’ program, which collects surveillance footage from
some fifty-five cities…By 2020, the system will render a score for each of its 1.4 billion citizens, based on their
observed behavior, down to how carefully they cross the street.” Tad Friend, The New Yorker
37. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
JUDGES US…
37
Image: https://www.youtube.com/watch?v=TWWsW1w-Bvo
Text: https://www.nytimes.com/2018/06/21/opinion/facial-analysis-technology-bias.html
“…white men were identified correctly 99% of the time while women with dark skin were identified incorrectly 34% of
the time…A.I. systems are shaped by the priorities and prejudices — conscious and unconscious — of the people
who design them.” Joy Buolamwini, MIT Media Lab Researcher
38. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
AI LEARNS FROM US
38
Image: https://www.wnyc.org/story/deep-learning-racism, https://www.theguardian.com/technology/2016/mar/24/tay-microsofts-ai-chatbot-gets-a-crash-course-in-racism-from-twitter
Text: https://www.theguardian.com/technology/2017/apr/13/ai-programs-exhibit-racist-and-sexist-biases-research-reveals
“A lot of people are saying this is showing that AI is prejudiced. No. This is showing we’re prejudiced and that AI
is learning it.” - Joanna Bryson, University of Bath
39. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW? BE INCLUSIVE
39
https://youtu.be/162VzSzzoPs
https://www.youtube.com/watch?v=162VzSzzoPs
40. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
HOW?
40
https://youtu.be/162VzSzzoPs
41. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
Text: https://ai100.stanford.edu/sites/default/files/ai_100_report_0831fnl.pdf
AI IS US
41
“As we invent more species of AI, we will be forced to surrender more of what is
supposedly unique about humans. We’ll spend the next decade—indeed, perhaps the
next century—in a permanent identity crisis, constantly asking ourselves what humans
are for…The greatest benefit of the arrival of artificial intelligence is that AIs will help
define humanity. We need AIs to tell us who we are.”
Kevin Kelly, Founding Executive Editor of Wired
42. Designing Customer Centered AI Experiences
starmer@gmail.com
29 August 2018
THANK YOU
42
http://www.flickr.com/photos/baking_in_pearls/3960662314
starmer@gmail.com, @samanthastarmer
Editor's Notes
Thank you so much for the opportunity to visit Norway and Sweden for the first time. And this has been a really fantastic conference.
I’m currently looking for my next exciting opportunity, so I welcome any ideas! Most recently I was Vice President of Global Digital Experiences at Ralph Lauren, and I’ve been fortunate to work for other wonderful brands like Microsoft and Amazon. I’m passionate about the connection between humans and technology, and how to create great customer experiences that are holistic across channels.
Let’s start today by aligning on what we mean by AI - Artificial Intelligence. Often the first thing that comes to mind is robots. But robots are just the hardware, one possible ‘container’ for AI. AI itself doesn’t necessarily take any physical or visual form.
But are these more standard and informed definitions better? Do they help us understand how AI will impact us as humans? I’m not sure.
AI is certainly a big buzzword right now, and it can be tough to know how much to care about it in the course of our day to day lives. But I agree that it is a bit like the internet itself, and we shouldn’t avoid being informed.
It’s also hard to know how we should feel about AI when big names such as these predict dire or scary results.
According to many, this is what is about to happen. Oh shit is right. We think we have seen amazing increases to the speed of computing and general technology progress over the last 20 years? Many experts say we haven’t seen anything yet.
Now what? What can we do to prepare?
I believe it is critical, as ideally with all technology - to design and create from a customer centered perspective. It is often so tempting to use technology as a bright shiny solution. But we first need to understand the problem or opportunity. As Steve Jobs said, we have to start with the customer experience and work back towards the technology.
And when I refer to customer, I mean all humans interacting with AI - end users, employees, clients, communities, etc.
One important way to be customer centered is to focus on helping humans. For example, with AI we can help those who have sight challenges to ‘see’ and understand the world around them, including recognizing loved ones before they even speak.
And remember that we need to keep training machine learning driven AI systems. An example is this Seeing AI tool that is still trying to figure out my correct age. You can download it for free from the app store and try it yourself.
And the humans that we help should ideally be all consumers who could benefit from AI. I broke my navicular bone last year. They shoot horses who break that bone. My recovery took well over a year and I will never be the runner I used to be because of a misdiagnosed xray. AI will make that a thing of the past.
This means we have to think beyond some of the most talked about potential impacts of AI. Right now there is a lot of fear that one of the first huge impacts of more readily available and advanced AI will be automation that takes away jobs. But there are a number of experts who believe that jobs will change and grow for the better.
Thinking beyond automation we can come up with ways that AI can augment our human capabilities, such as this hospital robot who can deliver lunches to specific rooms so that the nurses don’t have to run around and potential limit their ability to help their patients.
AI, whether in robot or some other form, can become one of our most important collaborators. Here at a company in California, robotic painters are working alongside human workers, sanding and painting cabinets. Despite early fears from employees, the human workers have grown to embrace the "cobots" -- collaborative robots who are helping them get the job done.
AI can amplify our human skills and intelligence, serve as a tool that makes us more successful and effective. There are AI platforms available today that connects surf rescue first responders with multiple live data views from drones, using video analysis to
help responders better tell if the murky shape in the water is a shark or a piece of driftwood. They can detect someone who has got into difficulties while swimming.
In fact, there is an increasing movement to change the name of AI to EI - not artificial intelligence but extended intelligence. This is another example from the Microsoft App Seeing AI where AI can translate handwritten text to an audio version.
Now that we’ve discussed where AI might help us humans, you hopefully have a better sense of why designing customer centered AI experiences is important. We’ll spend the rest of the talk about how you can do that.
I’ll share 3 principles for creating AI experiences that go beyond the buzz and provide real value for the consumers of those experiences.
The first is a big one, and directly ties to putting the customer first vs. the technology. Go beyond gimmicks. AI is full of gimmicks right now. And gimmicks can be fun for a one off marketing stunt, but they generally aren’t customer centered. Take this example of the robot magic restaurant. The robots are really only there to enable selfies - they don’t yet have the sophistication to serve anyone food or to put the waiters out of a job.
To ensure that you are going beyond a gimmick and that you aren’t trying to solve a problem that doesn’t exist, start by focusing on what the value to the business or organization might be. There are lots of areas where AI can add direct bottom line value - just be sure that you map out those KPIs and then really think about what the right solution for growth will be. It may be something that is AI enabled - it may not be.
Also consider value to employees. While I’ve made a little fun of robots thus far in this presentation, these two in store robots are allowing sales associates to spend more time at the customer facing work. It’s a great example of potentially more creative and valuable - therefore higher paid - work growing because AI is helping with some of the grunt work.
Of course, adding value for end consumers is my personal passion. The beauty brand Sephora has done amazing innovative digital and AI work that both gets them extensive positive press AND serves customers. I believe this kind of customer facing AI innovation is currently under utilized and that there is a ton of opportunity for your organizations to think about creative ways you can leverage AI for consumers to drive revenue and increase satisfaction vs. just focusing on the value of AI for productivity or managing big data.
And let’s not forget the potential for AI to provide value to citizens and communities overall. Initiative like smart cities, AI enabling legal systems to work faster are amazing opportunities. This example is good for a bit of a laugh, but actually has been generally positively received. We have all experienced the trauma of finding a restroom when in need and the toilet paper is missing.
So how can we design our AI experiences to avoid gimmicks? An excellent tool to keep everyone centered and focused on the right goals is to develop experience pillars. These can be used for all of our customer experiences, or you could build off of any existing customer experience vision and strategy and create AI specific pillars. This is one general example of AI Experience Pillars that could work for a number of different types of industries and organizations - B2C or B2B. Feel free to borrow these and tailor to your own company.
And then make sure you are measuring the right things. The business KPIs on the left are from a recent Forbes survey of 300-plus executives, but don’t neglect customer goals. You will be most successful if you take the time to develop specific, measurable data points that put the customer in the center, such as whether you are providing help or service exactly where, when and how it’s needed.
Next, it is valuable to focus on services AI can provide to humans, vs. just thinking about the products and technology itself. AI is already providing services that can benefit our daily lives, and keeping a service mindset in the forefront is central to ensuring that your AI experiences stay customer centered and are truly adding value to your customers, whoever they may be.
An obvious example of AI and customer service benefit is the chatbot. When done well, they save humans time, can provide us proactive direction and can automate tasks that we may not want to handle ourselves such as paying bills, managing our savings or look up recipes.
A likely even more valuable service that chat bots can provide is easing interactions with what can be a scary and fraught with emotion conversation – health. I know I would be much more likely to tell Melody than a human doctor that I smoked a couple cigarettes last year and that I sometimes like more than a glass of wine a night.
And consider AI services that can not only help our productivity, but can help ensure we are making fair decisions without bias. HireVue and similar AI interviewing software not only helps manage the initial candidate screen, but has been shown to help increase diversity in recruiting and hiring.
How do we ensure we are focusing on services? First, it’s critical to do your research. But not just market research. Contextual research, competitive research, employee research, usability testing or follow alongs are all fantastic ways to uncover what existing services you could improve and what new services may be needed.
Similarly service design tools like creating a service blueprint are excellent frameworks for ensuring that your services, experiences and interactions are connected across time and channel. Service blueprints are great to build whenever you are developing a new service or looking to improve an existing one because they make you look at all of the supporting tools and employees needed to ensure the service is successful.
And finally, Touchpoint and journey mapping are very helpful tactics for defining services that focus on human consumers. They are exceptionally useful for aligning various stakeholders from across a brand or business on the actual customer experience, gaps, pain points and opportunities.
We can’t have a set of pillars for designing AI without talking about ethics. This is obviously a critical topic that is still very much in its infancy. I do think that at minimum, if we follow our customer centered principles, that will keep us a step ahead from an ethical standpoint. I’m very pleased that such large and innovative technology companies are actually partnering to help establish ethical guidelines.
But AI technology is already starting to raise ethical concerns. With China arguably being the current leader in AI development and innovation, they are already seeing existing tools that would give many of us cause for concern. With millions of cameras and billions of lines of code, China is arguably building a high-tech authoritarian future.
And AI judges us. A number of very concerning studies like the one quoted here from Joy Buolamwini from MIT show significant bias from AI systems, particular from a gender and racial perspective.
GENDER SHADES
When I was a college student using A.I.-powered facial detection software for a coding project, the robot I programmed couldn’t detect my dark-skinned face. I had to borrow my white roommate’s face to finish the assignment. Later, working on another project as a graduate student at the M.I.T. Media Lab, I resorted to wearing a white mask to have my presence recognized
The thing is, AI learns from us. Including our potential biases and prejudices. We are the ones building AI systems, we are the ones teaching AI systems how to get better. Often our own unconscious biases can easily be designed into any design or strategy we create. Biases impacting AI systems is even more threatening, because of how the AI programs learn from us.
How do we solve potential bias from being built into our human instigated creations, interactions, marketing or experiences? The best starting point is to be inclusive.
This video is specific to coding. But her point is 100% valid for all the work we do in our day to day lives, regardless of whether we are building AI experiences or are creating personas for customer segmentation.
At the end of the day, AI is us. It will change government, education, cities, entertainment, retail and all manner of businesses. It will change the world. Let’s make sure that we keep our humanity central.