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
   

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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
   

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4. What if computers could work the
   way we do, instead of us having to
   work the way they do?
   @bensauer
   

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5. Audrey: Bell Labs, 1952
   

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8. Curious Rituals
   produced by The Near Future Laboratory
   

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10. Curious Rituals
    produced by The Near Future Laboratory
    

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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
    

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13. WHY VOICE
    ASSISTANTS NOW?
    

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14. >20 years
    radar
    Invention Refinement
    THE LONG NOSE
    capacitive
    multi-touch 

    invented
    1984
    $1 bn
    iPhone
    2007
    Traction
    

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15. AI & DEEP LEARNING
    

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16. Traditional Computing
    X Y Z
    “Human”
    + =
    “Animal” “Two Legs”
    

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17. AI & Deep Learning
    Training Input 

    (1000s of images)
    Neural Network 

    (artificial neurons)
    Output 

    (classification)
    “Pedestrian”
    

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18. FROM 60% TO 95%
    RECOGNITION
    

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19. Recognising the words is not the
    same as understanding the meaning.
    @bensauer
    

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20. AI is getting too much hype.
    

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21. Most voice UI is ‘command and control’.
    @bensauer
    

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22. PRODUCTS AND
    TRENDS TO WATCH
    

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23. 20% searches by voice
    

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25. “Alexa, add lego nunchucks 

    to the shopping list.”
    • handsfree context
    • noise filtering + recognition
    • focussed feature set
    • interruptible
    

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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
    

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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)
    

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28. We’re facing a future where our
    home devices may talk by default.
    @bensauer
    

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30. @bensauer
    AMAZON ECHO LOOK
    @bensauer
    

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31. @bensauer
    AMAZON ECHO SHOW
    @bensauer
    

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32. @bensauer
    

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33. 1. “Hey Google, who is the president?”

    

    2. “Hey Google, when was he born?”
    @bensauer
    

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37. @bensauer
    @bensauer
    VOICE ASSISTANT MODELS
    SIRI: ‘FAMILIAR’ ALEXA: ‘THING’
    http://www.dfki.de/LAMDa/2013/accepted/13_ApplinFischer.pdf
    

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38. WHERE ARE 

    VOICE ASSISTANTS
    GOING?
    

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39. UBIQUITOUS COMPUTING
    “Invisible, everywhere computing that does not
    live on a personal device of any sort, but is in
    the woodwork everywhere.”
    

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42. UBIQUITOUS COMPUTING
    • Ever-present
    • Get your attention back
    • Speaks human
    

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43. Bouncer
    Assistant
    Gopher
    Secretary
    THE ROLES OF A VOICE ASSISTANT
    Stephen Gay & Susan Hura
    @bensauer
    Where  we  *really*  

    are  right  now
    

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44. Augmentation and self-serve, 

    over intelligent agents.
    @bensauer
    VOICE ASSISTANTS, SHORT-MEDIUM TERM:
    

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45. CHANGES IN
    TRAVEL
    

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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%
    

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47. Booking
    

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48. Pre-departure
    

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49. On holiday
    

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51. Return
    

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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
    

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53. COPING WITH
    THE FUTURE
    

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54. @bensauer
    THE KANO MODEL
    @bensauer
    Over time,
    delighters
    become
    basic.
    

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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
    

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57. https://clearleft.com
    @bensauer
    

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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
    

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59. I’m @bensauer.

    (as in ‘Jack Bauer’.)
    “AUDIENCE. thanks for listening.”
    

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