Come dialogue with me: Elmann Wall Summit 2017

B6031b692931f4f7b7a6a8370316daf7?s=47 bensauer
October 06, 2017

Come dialogue with me: Elmann Wall Summit 2017

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

B6031b692931f4f7b7a6a8370316daf7?s=128

bensauer

October 06, 2017
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Transcript

  1. COME DIALOGUE WITH ME @bensauer ELMAN WALL TRAVEL DIRECTORS SUMMIT

    2017 Voice assistants now and in future
  2. None
  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

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  8. Curious Rituals produced by The Near Future Laboratory

  9. None
  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
  12. None
  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

  24. None
  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
  29. None
  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
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  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.”
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  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

  50. None
  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.

  55. None
  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.”