Conversational bots creating new experiences (by Davide Ricardo)

2.1 Conversational bots creating new experiences 1
CONFIDENTIAL Template Innovation Day 2018CONFIDENTIAL
CONVERSATIONAL BOTS CREATING
NEW EXPERIENCES
Davide Ricardo
CTO at LOAD
davide.ricardo@load.digital
TRACK 2 - DIGITAL TECHNOLOGIES FOR A BETTER WORLD

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Name:
Job:
Company:
Mobile:
Email:
Linkedin:
WHO AM I
Davide Ricardo
CTO
LOAD
+351 926 962 628
davide.ricardo@load.digital
https://www.linkedin.com/in/davidericardo

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WHAT ARE WE GOING TO TALK ABOUT
E-commerce is growing
Consumers behavior is changing
AI-Powered Conversational Interfaces
From Load R&D to a Retail project

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E-COMMERCE IS GROWING
Facts and forecast.
“de La Palice” truth.

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INTERNET USERS

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RETAIL E-COMMERCE

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M-COMMERCE EMERGES
Image Source: Kleiner Perkins

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M-COMMERCE EMERGES

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WHY
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SO, THE KEY POINTS ARE…
Massive internet usage
Online shop preference
Growing sales from mobile
(Have you heard about the “Mobile First” term?)
Cheaper (… no need of leaving home)
Faster delivery
Safety & abundance

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CONSUMERS BEHAVIOR IS CHANGING
“We always overestimate the change that will occur in the next two years
and underestimate the change that will occur in the next ten.” –
Bill Gates

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THE EVOLUTION… IN THE DIGITAL AGE
- “By 2020, we can expect 85% of all customer interactions being handled
without a human agent.” by a Gartner study
- “62% of business have introduced the use of Artificial Intelligence in their
customer service department in 2018.” by Acquire
Image Source: Ravishly

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PEOPLE’S ONLINE RESEARCH
- Information as quickly as possible
- Easy to compare products or services (it’s time saving)
- Increasingly turning to voice search
- Follow the brands they really care about (via social media)
Image Source: The-CMA

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PEOPLE ARE SEEKING FOR
- Fast Feedback
- Personalized products & services
- New ways of shopping (e.g: Fun experiences)
- Direct line between their Problem and Solution (24/7 availability)
Image Source: hostpapa.ca

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DIGITAL ENGAGEMENT
- Consumers expect a personal relationship
- Marketers must shift away from singular campaigns to a “bottom-line first”
mindset

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Example: AMAZON’S AR VIEW APP
- View products in our home before you buy them
- Product is sized and rendered to our environment
- Fun experience – engagement

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AI-Powered Conversational Interfaces
You’ve probably heard: Bots are the future.

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PEOPLE LOVE TO TALK
Image Source: TechCrunch

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WHAT’S A CHATBOT / VIRTUAL ASSISTANT?
Image Source: markgrowth

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AND ABOUT THE BENEFITS?
Image Source: convinceandconvert

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AND ABOUT THE USES CASES?
Image Source: convinceandconvert

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(BAD?) EXPERIENCES TO LEARN…
Microsoft TAY -
The innocent AI
chatbot

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(BAD?) EXPERIENCES TO LEARN…

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GREAT EXAMPLES - Lyft

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GREAT EXAMPLES - Mastercard

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GREAT EXAMPLES - Staples

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GREAT EXAMPLES - The Wall Sreet Journal

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GREAT EXAMPLES - Pizza Hut

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GREAT EXAMPLES - Starbucks

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VOICE SHOPPING WITH ALEXA

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GOOGLE ASSISTANT
- AI to have real life conversations with
strangers
- Understanding Context
- Technology: Google Duplex

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SOME EXPERIENCES…
… that happened with me …
… where a conversational bot could help
Image Source: oberlo

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Bots are easier to develop than apps
Depending on the context and complexity, of course …

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HOW CAN I HAVE ONE?
- There are several tools available for building chatbots, let’s see some
Image Source: assafelovic

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HOW CAN I HAVE ONE? – DialogFlow (API.ai)
- Acquired by Google in 2016
- Connects with users on Google Assistant and other messaging apps
- Based on Intents, Entities, Actions, Contexts, Speech to Text and Text to
Speech capabilities
- Don’t have to train the agent for some Intents like Weather; Casual talks
- FREE

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HOW CAN I HAVE ONE? – Wit.ai
- FREE
- Suitable for simple B2C bots
- Integrates NLP
- Processes human speech patterns and filters useful data like Intent and
Context
- Be able to integrate with several platforms (e.g: Facebook, Slack, Twitter, …)
- Similar to Dialogflow (maybe more complicated to implement – not so fast)

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HOW CAN I HAVE ONE? – Amazon Lex
- Provided by Amazon
- Trial – 1 year
- Limited to US English
- Suitable for making an opinion
- Advanced Deep Learning functionalities of ASR (automatic speech
recognition) – speech to text
- Natural Language Understand (NLU) – recognize intent of the text

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HOW CAN I HAVE ONE? – LUIS
- Acronym for Language Understanding Intelligent Service
- Provided by Microsoft
- It uses Intents and Entities
- Key feature is active learning technology
- Offers pre-built domains for things like music, calendar, …
- Free – up to 10.000 transactions per month
- Suitable for IoT applications; virtual assistant apps, bots, …

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HOW CAN I HAVE ONE? – IBM Watson
- AI platform provided by IBM
- Understands al forms of data, interact with people and learn from that
interaction
- Main components are Intents, Entities, Dialog
- Supports English and Japanese
- Suitable for VAs and bots that integrate with IBM services

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IS THERE ANY CHALLENGE? …. Yup. Here are some
- Understanding
- Specific NLP models customized to brand’s industry or customers
- Persistence by maintain consistency across multiple channels
- Integrate them with your business practices and procedures
- Understand what suits best for the organization (complex vs simpler)
- Identify their identity (corporate vs more fun vs whimsical)
- Handing Data - Privacy and Data protection

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PREDICTIONS
“By 2022 Chatbots and NLP will save
companies up to 8 billion dollars per
year.”

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PREDICTIONS
“… voice-enabled world…
55% of Americans estimated to have a
smart home speaker by 2019.”

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PREDICTIONS
- Voice-First Technology -
“ It’s estimated that 50% of searches will
be made by voice in 2020.”

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From Load R&D to a Retail project
Be Knowledgeable To Help You.

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LOAD R&D program
Follow the tech trends

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TECH TRENDS
Blockchain
AI
Big Data
IoT

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ARTIFICIAL INTELLIGENCE
Deep
Learning
Machine
Learning
NLP
(Natural Language
Processing)
Image
Recognition
Voice-Text
Text-Voice
Neural
Networks Knowledge
Graph

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BLOCKCHAIN
Smart
Contracts
Blockchain
Core
Dapps

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VREO USE CASE
LOAD’s Virtual Reality Earth Observation project
 Land (CLMS)
 Marine (CMEMS)
 Atmosphere (CAMS)

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VREO USE CASE
- Voice Commands: Google Speech Recognition API (voice-to-text)
- Load’s AI system (NLP; Knowledge Graph; …)
- (e.g: Teleport me to the station)

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R&D PLAN

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RETAIL PROJECT
Applying the knowledge acquired

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DIGITAL INTERACTION PLATFORM
Image Source: nexcom
Image Source: Netscribes
Image Source: imgsolsa.epac.to

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DIGITAL INTERACTION PLATFORM
Image Source: nexcom
Image Source: Netscribes

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Thank You
Have an excellent Innovation Day

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One group, five brands
Our services are marketed through 5 brands each
addressing specific missions in product development.
INTEGRATED PRODUCT DEVELOPMENT
ON-SITE
PRODUCT
DEVELOPMENT
DIGITAL
PRODUCTS
DEVELOPMENT
OPTICAL
PRODUCTS
DEVELOPMENT
VENTURING

Conversational bots creating new experiences (by Davide Ricardo)

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