Rick Nucci (Founder/CEO, Guru) - AI, Hype, And The Future Of Humanity
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1) AI is currently experiencing a "big AI Spring" due to improvements in data availability, processing power, and interfaces that have increased data for training models. 2) However, there is also significant hype around AI capabilities that often misrepresent the current state of the technology. AI systems require specific, high-quality data and focused problems to solve in order to deliver real value. 3) The speaker advocates focusing on using AI to empower employees and improve customer experiences, rather than replacing humans, in order to realize transformational benefits while managing expectations.
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Rick Nucci (Founder/CEO, Guru) - AI, Hype, And The Future Of Humanity
- 1. AI, Hype, & the Future of Humanity © 2018 Guru Technologies, Inc. Confidential & Proprietary Information Rick Nucci Co-founder & CEO @ Guru
- 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. Revenue Teams Analytics & Engagement Experts getguru.com About Guru
- 5. AI Primer What are we talking about?
- 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. getguru.com Where are we really at with this technology?
- 8. getguru.com AI has been “The Next Big Thing” for a long time... getguru.com
- 9. We are currently in a big “AI Spring”
- 10. getguru.com Why? Besides the algorithm, AI needs two basic things to work… Data and processing power.
- 11. Coming off the heels of the last huge technology shift, Cloud Computing, this is now better than ever. getguru.com
- 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!
- 14. Sorry to ruin the fun. But with that excitement, comes hype.
- 15. Gartner Hype Cycle for Emerging Tech, 2017 getguru.com
- 16. getguru.com Hype Cycle for Emerging Tech, 2009
- 17. getguru.com We see articles like this... getguru.com
- 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. getguru.com
- 20. getguru.com There is real fear of how AI will impact humans.
- 21. getguru.com
- 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. getguru.com How “Smart” is AI?
- 25. getguru.com Technology is improving faster than we can adapt to it!
- 26. getguru.com “Artificial Intelligence in Business Gets Real” getguru.com
- 27. getguru.com AI Will Impact Every Functional Area getguru.com
- 28. getguru.com Smart companies know AI can grow revenue getguru.com
- 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. What have we learned from building Guru? getguru.com
- 32. 4 Types of AI for CX
- 33. Coaching humans creates long-term value
- 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. 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. One Beware the Jack of All Trades
- 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. Two Focus on Outcomes, not Algorithms
- 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. Three Over-invest in user experience
- 41. Better UX leads to more usage, which helps your models learn Not to mention your customers will expect it from you.
- 42. Four Don’t forget to close the AI loop
- 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. Five Your model can start out ‘dumb’
- 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. Six AI should empower people, not replace them
- 47. AI can and will help support professionals deliver amazing customer experiences, at scale.
- 49. Like Cloud Computing before it, AI is transformational for not just enterprises, but all humans. getguru.com
- 50. While the hype is huge, there are real gains to be achieved today. getguru.com
Editor's Notes
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- Remove the copy
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- Use steve’s version AI according to wikipedia: “a system that perceives its environment and takes actions that maximize its chances of success". Artificial intelligence is a broad field, which includes many other subfields (again, using Wikipedia definition): reasoning, knowledge, planning, learning, natural language processing (communication), perception and the ability to move and manipulate objects. Deep learning is one of many approaches to machine learning. Other approaches include decision tree learning, inductive logic programming, clustering, reinforcement learning, and Bayesian networks, among others. https://www.kdnuggets.com/2015/01/deep-learning-explanation-what-how-why.html
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- Illo i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- Bottom graphics, make as large as possible
- Bottom graphics, make as large as possible
- Add - heading back in - we see articles like this
- Clean up
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- Anthony Levandowski, the first AI Religion. https://www.wired.com/story/anthony-levandowski-artificial-intelligence-religion/
- Most promising ML technique today is ML, and specifically DL - which is in the hype phase
- AI might be at “Frog” levels today, but it’s improving rapidly and much faster than we can comprehend.
- AI might be at “Frog” levels today, but it’s improving rapidly and much faster than we can comprehend.
- AI might be at “Frog” levels today, but it’s improving rapidly and much faster than we can comprehend.
- AI might be at “Frog” levels today, but it’s improving rapidly and much faster than we can comprehend.
- AI might be at “Frog” levels today, but it’s improving rapidly and much faster than we can comprehend.
- so now that we know perhaps a bit about ai, what should we look for when evaluating solutions? how do we cut through the noise? here are some considerations.
- First, the market opp We continue to see Customer Service industry undergoing a massive shift. Companies are starting to realize that good service differentiates companies, and that the human connection between customer service teams and their customers is directly correlated to revenue; upsell, freemium conversion, repeat purchasing, customer loyalty In 5 years customer service will shift from a Cost Center to a Revenue Center Despite this, most new tech in AI is being designed to automate and replace the customer support rep. It flies in this face of this very real trend! So this felt like a huge opportunity for us
- First, the market opp We continue to see Customer Service industry undergoing a massive shift. Companies are starting to realize that good service differentiates companies, and that the human connection between customer service teams and their customers is directly correlated to revenue; upsell, freemium conversion, repeat purchasing, customer loyalty In 5 years customer service will shift from a Cost Center to a Revenue Center Despite this, most new tech in AI is being designed to automate and replace the customer support rep. It flies in this face of this very real trend! So this felt like a huge opportunity for us
- Second the data We started tracking our engagement data, to understand if our customers have sustained adoption w our product. This is the #1 problem w products in this category, no one uses them! We saw very strong data, w 45% of our users using guru every day But we dug deeper...we looked at where they use guru What is the use case? We found that of our users, the strongest engagement is happening with our customer support teams We also found that they are doing very specific things...solving tickets and chats with Guru Guru is augmenting their workflow and empowering them to solve customer problems faster, more accurately, with confidence We spent the next year proving the concept, building the AI infrastructure, working with customers, launching
- To successfully increase the efficiency of the Care Department you have already identified the installation of a robust knowledge management network, with innovative technologies, as the solve to achieve these business outcomes
- ml is only as good as the data it trains on. beware solutions that claim to do too much! the more narrowly focused the solution is, the faster it will learn. just like humans right? most of us aren’t doctors, lawyers, engineers, teachers and pilots right? we tend to pick a field or 2 and go deep.
- ml is only as good as the data it trains on. beware solutions that claim to do too much! the more narrowly focused the solution is, the faster it will learn. just like humans right? most of us aren’t doctors, lawyers, engineers, teachers and pilots right? we tend to pick a field or 2 and go deep.
- ml is only as good as the data it trains on. beware solutions that claim to do too much! the more narrowly focused the solution is, the faster it will learn. just like humans right? most of us aren’t doctors, lawyers, engineers, teachers and pilots right? we tend to pick a field or 2 and go deep.
- ml is only as good as the data it trains on. beware solutions that claim to do too much! the more narrowly focused the solution is, the faster it will learn. just like humans right? most of us aren’t doctors, lawyers, engineers, teachers and pilots right? we tend to pick a field or 2 and go deep.
- your team is your collective intelligence. your agents, your content specialists, and subject matter experts. they all need to be part of the AI feedback loop for it to work. Avoid the temptations around quick wins, as they will quickly become quick loses. think about how much faster knowledge changes these days? we build, ship, and improve products today faster than ever before. the knowledge management process needs to move just as fast.
- remember the last time you had an amazing support experience? remember the last time you had a shitty one? how about your support team?
- your team is your collective intelligence. your agents, your content specialists, and subject matter experts. they all need to be part of the AI feedback loop for it to work. Avoid the temptations around quick wins, as they will quickly become quick loses. think about how much faster knowledge changes these days? we build, ship, and improve products today faster than ever before. the knowledge management process needs to move just as fast.
- so now that we know perhaps a bit about ai, what should we look for when evaluating solutions? how do we cut through the noise? here are some considerations.
- i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy
- Combine last two slides i am not hear to talk about specific products or solutions focused on ai there are just too many! instead, i am here to give you a lay of the land around ai. what the heck does it mean, where it can help, and what to look for looking at your ai strategy