Come dialogue with me: Elmann Wall Summit 2017

The future of voice interfaces, and what it might mean for the travel industry.

Transcript

1. COME DIALOGUE WITH ME @bensauer ELMAN WALL TRAVEL DIRECTORS SUMMIT 2017 Voice assistants now and in future
3. ARISTOTLE There is only one condition in which we can imagine managers not needing subordinates, and masters not needing slaves. This condition would be that each instrument could do its own work, at the word of command or by intelligent anticipation. @bensauer
4. What if computers could work the way we do, instead of us having to work the way they do? @bensauer
5. Audrey: Bell Labs, 1952
8. Curious Rituals produced by The Near Future Laboratory
10. Curious Rituals produced by The Near Future Laboratory
11. • Limited shared vocabulary • Never sure job will get done • Doesn’t seem to learn • Turns you into the a$$h0le Using a voice assistant is like dealing with Manuel… @bensauer
13. WHY VOICE ASSISTANTS NOW?
14. >20 years radar Invention Refinement THE LONG NOSE capacitive multi-touch 
 invented 1984 $1 bn iPhone 2007 Traction
15. AI & DEEP LEARNING
16. Traditional Computing X Y Z “Human” + = “Animal” “Two Legs”
17. AI & Deep Learning Training Input 
 (1000s of images) Neural Network 
 (artificial neurons) Output 
 (classification) “Pedestrian”
18. FROM 60% TO 95% RECOGNITION
19. Recognising the words is not the same as understanding the meaning. @bensauer
20. AI is getting too much hype.
21. Most voice UI is ‘command and control’. @bensauer
22. PRODUCTS AND TRENDS TO WATCH
23. 20% searches by voice
25. “Alexa, add lego nunchucks 
 to the shopping list.” • handsfree context • noise filtering + recognition • focussed feature set • interruptible
26. ELLIE, 7 "Speaking to Alexa's a bit like a Jedi Mind Trick, isn't it Daddy? 
 
 Tell her what to do, she repeats it, then does it." @bensauer
27. @bensauer AMAZON’S GROWTH STRATEGY • TVs (Westinghouse, Element, Seiki) • Fridges (LG) • Home robots (LG) • Wifi speakers (Lenovo) • Kid’s speaker (Mattel) • Lamps (GE) @bensauer • Alarm clocks • Cars (Ford, VW) • Charging docks • Watches • Cameras • Smartphones (Huawei)
28. We’re facing a future where our home devices may talk by default. @bensauer
30. @bensauer AMAZON ECHO LOOK @bensauer
31. @bensauer AMAZON ECHO SHOW @bensauer
32. @bensauer
33. 1. “Hey Google, who is the president?”
 
 2. “Hey Google, when was he born?” @bensauer
37. @bensauer @bensauer VOICE ASSISTANT MODELS SIRI: ‘FAMILIAR’ ALEXA: ‘THING’ http://www.dfki.de/LAMDa/2013/accepted/13_ApplinFischer.pdf
38. WHERE ARE 
 VOICE ASSISTANTS GOING?
39. UBIQUITOUS COMPUTING “Invisible, everywhere computing that does not live on a personal device of any sort, but is in the woodwork everywhere.”
42. UBIQUITOUS COMPUTING • Ever-present • Get your attention back • Speaks human
43. Bouncer Assistant Gopher Secretary THE ROLES OF A VOICE ASSISTANT Stephen Gay & Susan Hura @bensauer Where  we  *really*  
 are  right  now
44. Augmentation and self-serve, 
 over intelligent agents. @bensauer VOICE ASSISTANTS, SHORT-MEDIUM TERM:
45. CHANGES IN TRAVEL
46. @bensauer VOICE ASSISTANTS IN CUSTOMER SERVICE A N S W E R I N G B A S I C Q U E S T I O N S C O M P L E X 
 N E E D S 80% 20%
47. Booking
48. Pre-departure
49. On holiday
51. Return
52. BOOKING PRE-DEPARTURE HOLIDAY RETURN ACTIVITIES Dreaming | Research | Booking Checking & Changing | Preparing Airport & Flight | Arrivals | Accomodation | Holiday Last day | Going Home | Post- holiday USEFUL FOR… Searching, fact- checking, basic booking Basic phone service, live reporting, ‘gopher’ tasks Wayfinding, last minute planning, translation, concierge, room control live reporting (weather, transport etc), last-mile travel NOT USEFUL FOR… Marketing, comparing, complex booking, curation Booking assistance Curation / advice VOICE ASSISTANTS IN THE TRAVEL CUSTOMER JOURNEY
53. COPING WITH THE FUTURE
54. @bensauer THE KANO MODEL @bensauer Over time, delighters become basic.
56. Change is the only constant. It’s neither good nor bad, usually somewhere in the middle. It’s already here, it’s just unevenly distributed. Everything’s amazing and nobody’s happy. Do the hard work to make it simple. User needs over organisational needs. Avoid ‘death by a thousand cuts’. Design for extremes. PRINCIPLES FOR COPING WITH THE FUTURE
57. https://clearleft.com @bensauer
58. MARC WEISER “The most profound technologies are those that disappear. They weave themselves into the fabric of everyday life until they are indistinguishable from it.” @bensauer
59. I’m @bensauer.
 (as in ‘Jack Bauer’.) “AUDIENCE. thanks for listening.”