effort to automate its deliveries: an automated warehouse with +1000 robots and IoT devices & plans to open another this year THE AGE OF AUTOMATION Google Confidential and Proprietary Google Confidential and Proprietary
Long waiting / hold times • Unlimited call transfers • IVR is difficult to navigate (Press 1 for… ..Press 9 for…) • Availability (Sorry, we’re closed after 5pm.) • Inadequate information • Being told to head to the website
Out of the box on Android 6+. For iOS available as app. Action — A third party app, running on top of the Google Assistant. Google Home — Voice-activated speaker powered by Voice. Smart Display — Voice-activated speaker with screen powered by Voice and Touch.
Digital Assistants? of people use a Digital Assistant at least sometimes 59% Do you use Digital Assistants? 62% 24% 18% 14% Source: Google Consumer Survey March 2018, n = 1,568, USA (sample: people who have heard of digital assistants)
Assistant? Help me get things done (e.g. How-To’s) Make my life easier (e.g. home control) Give me relevant info (e.g. about products) Help me stay healthy (e.g. food/diet advice) Entertain me Other 30% 28% 24% 22% 19% 9% It’s all about providing value Source: Google Consumer Survey March 2018, n = 1,492, USA (sample: people who have heard of digital assistants), multiple choice Our key goal today: