Presented by: Dan Miller, Founder and Lead Analyst Opus Research

© opusresearch inc.

WelcometoIntelligentAssistantsConferenceNYC

Presentedby:DanMiller,FounderandLeadAnalyst

OpusResearch


October13-14,2015


ThankstoourSponsors

IntelligentAssistant Conference 2015 Page2


Fouryearsago…• Thisveryday:

Siri takesabow!• OniPhone4S• Also1st iPhonesoldw/oa

contract($699)



Nowthelandscapeismorecrowded



…andspansmultipletechnologies• SpeechProcessing• Speechrecognition• Life-liketext-to-speech

• TextandChatbots• Silentchannel• Resemblessearch• Supportsmessaging


• Avatars– Onedimensional– Two-dimensional– Three-dimentional

• Face&Gesture– Alsoemotion– Biometrics


…andapproachesAI• ConversationalAnalytics• Patternrecognition• Topicextraction

• SemanticSearch• Discovery• Trade-offAnalysis


• NLU– Intentrecognition– Classification

• MachineLearning– ConstantImprovement

– DynamicUnderstanding


…withseveralevolutionarypaths

• ApplicationDriven• Mobile&PersonalAssistants• PersonalAdvisors• VirtualAgents&CustomerAssistants• EmployeeAssistants



Attractingnewcompanies


4

12

9

15

28

0

5

10

15

20

25

30

<1995 1995-2000 2000-2005 2005-2010 2010-2015


Withatechnologicalimperative


Needtheoriginalgraphicforthis.

Wearehere


…andchallengestoaddress

• Buildinguseracceptanceandtrust• Moreimplementations&positiveoutcomes• Overcomingprivacyconcerns

• Leveragingprecursortechnologies• Analytics – KnowledgeManagement• Contactcenter – Search• CRM – Deeplearning



ItstartswithuseracceptanceQ:Companiesareconstantlyinvestinginnewwaystoimprovetheexperiencefortheircustomers.Ofthefollowingnewinteractionswhichoneswouldyouliketoexperiencetoday.Pleaserank1-5,1beingtheinteractionyouwanttoexperiencethemost.


Alldemographiccohorts 1stchoice 2ndchoice TotalThecompanyaccuratelypredictswhatI'mtryingtoresolveasacustomerandoffersmethebesttreatment. 29% 23% 52%

AbilitytousemobilewebchatonmysmartphonebecauseIpreferwebchatoverthatofspeakingtoacustomerservicerepresentative. 18% 13% 31%

Havinga'Siri','GoogleNow',or'Cortana'likeexperiencewhenI'monacompanywebsite,theirmobileappsorphone. 5% 10% 15%

WhenIamonawebsiteandmakeaphonecallIwanttheexperiencetobeconnected. 18% 26% 44%

Iexpectacustomercarecapabilitytobepartofmysmartphoneappecosystem. 5% 11% 16%Upon'checking-in'withmysmartphonewhenI'matastore/branch/airporttheemployeesalreadyknowwhoIam… 8% 12% 20%

I'mhappywiththewayIcurrentlyinteractwithcompaniestoday. 17% 5% 21%Source:[24]7CustomerExperienceIndex(2015)


PrivacyisaConcern(sortof)• Whatinformationwouldyouliketosharewithacompanyinordertoimproveits

abilitytoserveyouquicklyandinamorepersonalizedmanner?


US Mostpreferred LeastPreferredMylocation 24% 9%Mycalendar 6% 9%Thetypeofsmartphoneand/ortabletIownanduse 18% 7%Paymentpreferences(creditcardinformation) 7% 14%

Informationfrommysocialnetworkaccounts(Facebook,Twitter,GooglePlus) 1% 19%

Abiometric(myvoiceprintorfingerprint)forsecurityandauthenticationpurposes 7% 18%

Mypastpurchaseswithothersimilarbusinesses 6% 12%

Idon'twanttoshareanyinformationbutIrealizethatthecustomerservicewillnotbeaspersonalizedorasquickasIlike 31% 13%

Source:[24]7CustomerExperienceIndex(2015)


Itstartshereandnow

• AdefiningmomentforIntelligentAssistance• Commontaxonomyandterminology• Sharedvisionofevolutionarypath

• Destination:Toberoutine• Makingcomplextaskstrivial• Beingtrulyassistive• Buildingsuccessfulbusinesses



Stayintheloop

• Tweetwith#iacnyc• Followthe“landscape”onVB|Profiles• JoinourGrouponLinkedIn• IntelligentAssistantsDevelopersandImplementors

• Sharethevideos• “MakeitSo!”


Presented by: Dan Miller, Founder and Lead Analyst Opus Research

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Transcript of Presented by: Dan Miller, Founder and Lead Analyst Opus Research