This document provides information about an AI conference on the future of customer service. The conference will feature presentations from leaders in various AI and data organizations, as well as a panel debate. Statistics are presented showing the growing importance and impact of AI and chatbots on customer service interactions and cost savings over the coming years. The AMAOS project from the University of Copenhagen is also introduced, which focuses on advanced machine learning for automated omni-channel customer support.

1. AI konference om fremtidens kundeservice

2. § Formandskabet for diverse Big Data organisationer
§ Københavns kommune IT-projektråd
§ Tænketanken
§ Rådgiver for undervisningsministeren
§ Digital vismand
§ Professor datalogisk institute, KU
§ CEO/Co-founder Octoshape så SupWiz
§ Medstifter af IT-Universitetet
§ Top 15 algoritmer 2016, top 50 IT 2017

3. AI konference om fremtidens kundeservice

4. Program
• 15.00 Præsentationer
• 16.05 Pause
• 16.25 Præsentationer
• 17.10 Paneldebat QA
• 17.30 Øl, vin og snack

5. Kundeservice er den
primære differentiator
for 89% af virksomheder.
Gartner

6. 2017 2022
● Chatbot besparelser vil stige fra 121M i 2017 til 48,5mia i 2022 (40000%
vækst)
Juniper Research
● AI and cognitive systems: 350mia i 2021 (50.1% CAGR)
IDC
● I 2025 vil AI drive 95% af all kundeinteraktioner
Finance Digest
● I 2021, vil 50% af virksomheder bruge flere penge på udvikling af bots og
chatbots end mobile apps.
Gartner

7. 91% af kunder som har haft en dårlig kundeoplevelse vil ikke
lave forretning med virksomheden igen [1]
55% af kunder ville foretrække en bot over et menneske, hvis
det samme resultat opnås [2]
52% af kunder synes det er dårlig kundeservice at vente mere
end 2 minutter [3]
95% af kunder snakker om dårlige kundeservice oplevelser
med andre [4]
[1] Glance, [2] LivePerson, [3] LivePerson, [4] American Express

8. AMAOS
Advanced Machine Learning for Automated Omni-Channel Support

9. DIKU
Information
Retrieval Lab
Stephen Alstrup, DIKU, Projektleder
• Professor I algoritmer
• CEO/Co-Founder af Octoshape
• Leder af algorithmeforskning ved største danske BigData center
• Forskning udvalgt blandt top 15 algoritmikresultater I 2016 & 2017
Anders Søgaard, DIKU
• Professor i Natural Language Processing
• ERC Starting Grant
• 3 Best Paper Awards ved top NLP/ML konferencer
• Top 10 mest udgivende forsker i NLP/ML for 2016
Christina Lioma, DIKU
• Lektor i Information Retrieval
• Leder af DIKU Information Retrieval Lab

10. 50 percent of global work activities could
be automated within a few decades
-- McKinsey, Oxford University researchers, Cevea, kraka

11. AI: Hvad er det?

12. What is AI?
Tesler's Theorem:
“AI is what hasn't
been done yet”

13. What is AI?
1970 1980 1990 2000 2010
Expert systems
Deep blue
defeats
Kasparov
BKG defeats world
champion in
backgammon
Aaron – program for
computer generated
drawings
Roomba
vacuum
Watson beats
Jeopardy!
champions

14. What is AI?

15. AI is recognizing patterns
YGWMDWYOPMCQAVGGRYSKBXFUP
DRUENJWTMZDSFAFTFACNTOGOJ
TKXAARGTBIRFGIYCMIWAILLBC
GCCACSSFJBVHSKJICYRAYLKEF
GOXKLOBCGYJTLAUNBOPDCRGMJ
PIUNLTHERLILYIHGVEZNBCXEC
OJINGYLBIHSIHMJKISCMZEXNQ
ADQREKYEALKZHTWTPBIMGCXWL

16. AI is recognizing patterns
YGWMDWYOPMCQAVGGRYSKBXFUP
DRUENJWTMZDSFAFTFACNTOGOJ
TKXAARGTBIRFGIYCMIWAILLBC
GCCACSSFJBVHSKJICYRAYLKEF
GOXKLOBCGYJTLAUNBOPDCRGMJ
PIUNLTHERLILYIHGVEZNBCXEC
OJINGYLBIHSIHMJKISCMZEXNQ
ADQREKYEALKZHTWTPBIMGCXWL

17. WhatisAI?

18. Are we there yet?

19. Not for cars

20. Your data reveals a lot
On average, people on Facebook had 227 Likes, and this was enough
information for the computer to be a better predictor of personality than
an average human judge (in other words, a friend), and almost as good as
a spouse. The more Likes, the better the computer got. It only took 10
Likes for the computer to outperform a work colleague, for
instance, 70to do better than a friend, and 150to outscore a family
member.
Researchers at the University of Cambridge and Stanford University
“

21. AI eksempler: Hvad er nyt?

22. Hvad er egentligt nyt!
• Taleforståelse
• Billedbehandling

23. Billedegenkendelse
Extended family on holiday …. Gættet af https://images.google.com/

24. AI konference om fremtidens kundeservice