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DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

uxaustralia
March 16, 2023

DR2023 Fionna Yao & Anna Lee Anda - Beep Boop! Are bots better for consumers and the agents behind the screen?

Ever wondered how tech companies like Zendesk conducts research for to help determine future directions, particularly in new product areas like bots and automation.

In the realm of customer service, automation is often thought of as deflection. We don’t often think of opportunities for people to help themselves and having customer support specialists get really hands-on and unblock more complicated situations.

This talk covers how we collaborated with a global team and customer base to drive the direction and the future of customer support. We will cover some of the challenges faced when researching green-field products and share how we handled:
* How to position and get buy-in with strategic research when the stakes are high & pressure to deliver is high
* Coming to an agreed outcome when there are opposing and diverse viewpoints from the stakeholders.
* Getting consensus on what is the most important thing to tackle next using an evidence based and data-driven approach.

uxaustralia

March 16, 2023
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  1. N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
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    UX A a a
    D R a c 2023
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    Ca ed b : Ka e A a & Be ade e McG d c

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  2. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    1
    A d, eah, he c e e a e e, he e a e a e ,
    b b g a he a e ca e ha ca g he
    d ffe e e . S , e e h ha ead a 60- age e a be
    ab e a , "OK, a ea I ha e a dea f ha e."
    S , a h g - d ad e ce , e he . Y d ' eed
    ech ca c ea e f g a h c b d eed ha
    e a d he . Y eed e e c edge. Aga , f h , f
    ha e e e a ed P c a a d e e e ed a dea h gh age ,
    ' e h g ca e e h d. S , ha e ch.
    (APPLAUSE)
    STEVE BATY: Tha e ch.
    Tha . I a S ac . The e a e e ha
    ha e bee ed. If c d ha e a a d e a e he e,
    ha d be a e e? Tha . (APPLAUSE)
    O e e e a F a a d A a, f Ze de , h
    be a g ab e ea ch g he e f cha b h c e a d aff.
    P ea e e e c g F a he age a d A a, e. Tha
    . (APPLAUSE)
    FIONNA YAO: He . Ve e c ed be he e. I a e f A a
    e?
    ANNA LEE ANDA: Ye , I a he e, he .
    FIONNA YAO: E c ed be he e. We be a g ab cha b a d
    he c e f c e e ce, he he he e a be e e e e ce
    f c e h a e g ge he a d he age h a e ac a
    beh d he c ee b e he e g he he .

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  3. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    2
    Bef e e g f he he a , I a a h a b f a
    e . Ca I ge a ha d f he a d e ce he e f ha e e e had
    dea h a cha b ? I a f e e a e a c a g e. Fee
    f ee e h g he eb a cha . Kee ha d f he
    e e e ce h cha b ha e e bee e, he cha b a
    ef a d he f ? A f e e a e d g he ha d . I d
    ha d a e he e. I e a ha e had fa ha e f bad b .
    ANNA LEE ANDA: Me . I e e e g, he e c e a
    e e e e ce h a b , he e e e a h g ha c
    d ac a he ha e a e g h b ace. I
    c d be he ech g a d he e a . I c d be he b he e
    a ed. I c d be he e - e e . Tha h da e a a
    a e b ab h ' de he ga a a d he e ea ch
    ce ha he ed de e b d c . T da e c e a
    d c a d bac g d he b ace, e ec a f ' e
    fa a h . We a e e ch e d e ha e
    edge. We a ab a d e ea ch ea f
    ed c . We a ab h e d d e ea ch f e ce a d
    h e b gh c f c a a e he h a a . The a
    a e a ab h be da a d e he ' e a da a
    e e . The e c e bac beca e I be a hea he
    a e a e he he b a e g d f age a d c e ?
    A e b ab bef e e a . We b h a Ze de . A
    g ba f a e c a . We de f a e he h c e
    a d e e e ce. We ha e 16 ff ce a d he d a d, ha
    Ze de , e e 130,000 e c e a he he b
    h a . I a A a, I a a e a age he UX Re ea ch ace a d
    I ha e a ea N h A e ca a d A a a. O e f he a ea e a

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  4. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    3
    b a d e ag g. F a a d I ha e ed a f he e
    ha e f ec ge he .
    FIONNA YAO: I a a d c de g e he b a d a a ace
    a Ze de . A gh ha e g e ed, a f c f ea a
    he d ffe e a h ch e ca e ech g he b e e
    ca e he e a . Th a e a e d g da ac a d a
    a f a ea , faced cha b ec ha e h
    Ze de . I he ce e e h gh he e e e a ch g a
    e d c , a d c ha ha ech g ha he ha e e e ed
    bef e.
    I h bef e e d e bac g d a d ac a ec , I
    a ac edge ha he e ha bee a f e c e e he
    d . I fac , he e a ed c a d a a f Ga e ha e
    d ha e eached h e ea , he e he g ba
    e d g cha b d c d ha e eached $140 b . The e
    ce a a f c g h e e a d I h he
    hea ab cha b a d h g e Cha GPT he e , he e
    ge e a a f h e ab , a f e a a a ab h
    h g a d he e a e de c f c he e de f he
    ech g . We a e a ach g a a ace e he e e c d
    e ace h a age h a age .
    O e h cha b a ed h a e gh e c e a d a
    e ac g ech g a a a a ce echa f h a age .
    I ead f h g f h a ca e a he h a h he b
    h he a a ech g ? We h ab h ech g beca e
    e a - e h he e a ace he e ca ea h e, he
    ac a he g e e, he ac a he g age h h g ha
    h a a e he e bad a . I c d be a ha a e e he ea

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  5. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    4
    b g, e e d ' e d b g h g , gh ? D e d g he
    a e h g e a d e aga ? We ee ech g ea h e ha
    ace. L e h a g ea d c e , a h a
    b e a e .
    The b e ace ha c - a ed a f h a e h g ha
    e ced e e he a a d ed ed b e e , he e
    g ca ea cha e g g ca e e a . Y ca '
    e a d ca ce e beca e Ch a a d ha e a h gh
    e f c e ha a e c g. B e e ha ha e h f
    b e ge e a he e a g b d a
    b c e f he ce e, ha ca a f e g a c e
    f e f- e ce. Th a a he bac f h ace he e e ade f
    f a ach e ea g, he f h g e e ea ed h ace
    a a echa ha d a a ca gge he ce e a c e
    c g e a ha he e e f f def ec .
    A a h d c he e , he e ge
    e h g , ge feedbac ed a e a d ha ' e ac ha
    ha e ed. A f d ed ha d ea c he I a ed
    ab a bad b e e e ce. I g e he e b a f gh be ha
    fe ea c d. I fe e he b e d d ' a a . "He e
    a a c e, g a a ", a d ha e ac ha b e e a e a
    e . I g ea be ab e def ag b , a e , b e e ca e ab
    he c e , he a be ab e e a e he e e e ce. The
    ha he e ch ha he ech g ca d a d ha
    he a e ea af e he ab a e he c e h gh a e e
    f e beca e e e h g ca be ha d ed b a b . Y a
    ha a e he h g ha ca be ha d ed b a b , h
    eed g ha h a , a d ha a e he h g ha eed be a ed
    a h a age h ca de ha h a ch?

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  6. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    5
    A a, I h e ha e h g a h ha e e a ed ahead f e
    h ch I h a e he e e , he de ab ech g a
    ha e ea e a d I a e a ab h
    e ea ch - h e e gged h e a de e e.
    ANNA LEE ANDA: Tha . Th d ag a a e ha ea a h
    age he e a e e a ce b a d he e a e h gh
    e a ce age . O e e ee ha h f a d e a
    ab he e ea ch ha he h f ha a e b .
    F , e a ab he ea age e ea ch ha e ed
    . O e f he cha e ge e had a h d e d e ea ch he e
    d ' ha e he d c e a d e a a d e e e ea
    he a h gh ec ? Da a c e ce, e g ee g a d a h e
    eff ca be e e e. The he h g ha e a ab
    ea ha e h e e ed ca e he d e e g ee g a d da a
    c e ce eff .
    The f h g h b a d ha e e ea ab
    he b e e e ce h c e . Bef e e e h , e a ed
    h b ba ca , ha ha e f e e h g e a
    b a d, ha e f d a he e a c a e a f a e h ch
    c e a c a ca g e feedbac . S e h g e he e,
    a f he h g e a ab a ag c. We ed e ha
    e had a ha d. A f he ca e e ed G g e S ee a d de
    a d ead hee b c d e a h g. A e b ab h
    d a g. Y ee ha h a a e e f e f
    c e d e a d de e he b e e e ce. E e h g
    e h gh e e . The e ch de a ha he a c a ca g e
    feedbac h fee g ha ba ed a a c a de g a d
    ha ' ea he f , e ec a ea he ec .

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  7. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    6
    The ec d h g ha e d d, h ch a e e e g, a e
    ed G g e de a e ca e . A c e f h g e he e.
    Y ca ee e a e d a g f d ffe e ca , e e h ca
    Z beca e e a e a g ba c a a d a c e a e e
    e a a . We ha e fac a e a c e a a a ha ea c
    a d acce b e. A c e f h g e ab h ed ca e a d f
    ca e e a e ge g a de a d g f ha c e g
    ach e e a d he ag a he c e h ca be b
    e ab ed? The g d h g ab h e e c e a a c e f a
    h ch e a b - f c f c a a e . O e f he
    a , a a e f a g he e f , e e e ab e he
    ed ca e . E e a ea g, he a g age f d c
    a e . Tha a e h g. The he h g ha ea he ed ge b
    e ea a d c a e had a c e f c e ha
    he had d ha he a ed a c a e a d a he ha
    ha g a a d e f c e , ha e d d a e ba a ced
    he e a ed c e h a a d e , ha e a d
    e de g g f a e ec fe e f c e .
    F a g g a ab ha ha e ed af e he ed
    ca e g d c e ed d g h e ea ch.
    FIONNA YAO: Ye . A ea b g h g a ha e a ac a f be
    ab e a ea e a e , e g ha a f c
    f c a a e ha e he ab d ec a d ee
    h g g. B be g ab e e , e e c aged a d e e
    ab e ge he da a c e ce ea a a be chec g a d e he
    ca e d e ha e a e d c e g de e he de ha
    he ' e g. The e a a f g a d e g ha g d e
    ea e he ce . Tha a ea g d beca e a f he g

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  8. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    a d e g de , e e e ac a ab e c ce he g a e
    ea a d he e eade h ha e ha e e h g ha ea
    ab e he e. Tha a ac a he a h g ha e eeded de
    ge he d c f he d , a ea a e ea e f he
    d c a he e. The e e g f he d , a a
    , he e e d e. I ha d bac a ab ha
    ha e af e g he a e f he d , h d
    ha a e he a h g e , ha c e
    e ?
    ANNA LEE ANDA: Tha , F a. I a a a cha e ge he he e
    e ha e a dea f ha e b d ffe g
    . Th he ha e ha F a a d I ed , a a d
    a he he e e g h g, ha e d d h ch e a h gh gh
    a d ha e h , a f f d a c a a . T h e
    a d e b ac a e a ed a e e ha ea
    edge a d c e a b a d de e ed gh bef e he e ea ch
    e a c e e. We a e g g c e d h e f h
    e ea ch ha e .
    He e a e a e f d g a a e e c e h e f
    c e . The e a c e f e e g h g e he e. Y
    ca ' hea b a he a e d agg g a d d g a d g ha
    a f he , he ' e ac a g g e c e a d
    e a a f h ' a , h ch ga e e de h a d
    de a d g ab he e d ffe e fea e . The he e e g h g
    a ha e ha e ac a ade ace f he gge h g ha e
    had ' e e h gh ab , ha a e e e g a , e , he e
    e e h g ha e had gge ed ha e e a , b he e a
    ac a a h e b ch f he h g ha e d d ' e e h ab

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  9. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    ha c e e e gge g a d a g a d d g e
    .
    W h h , e e e ab e e e e e a c f c ega d g
    ha d e a d ha h d be a a . Th ead
    he ec d a ha I e ed h ch h d a c a a .
    We ha e a c e he e f ac a d a g a d a a ch
    a . E e a ha e a e d g e ha e a c f c a ea ,
    F a a d I a d a c e f e g ee a d e a e a ch g a c e
    e e ha e ha e d e h ha a e e c e. Th
    he e he f d a c a a c e . I h G g e hee e a e
    ca g e b e ha he c e a g. He e a e a e f
    ea be g e acc a e a d he a e ca g e e ha he d g
    a e e g. O e e g h d , a he e
    a g a d a he e ca eg g agg g h g . The
    b a h g ab h ca ce a d d ce he da a a
    d ffe e a ha h ec be d. B g h e h d
    ac a f f e ha e , e ca ac a add e da a h , he
    da a e bec e che a d a f e h da a d ffe e
    a . I d a he d ffe e ce be ee h a d aff a g h
    a f e f e b . W h aff a g a e g a ce a
    e ac a d a a g a d c e g h a ce a g a d.
    Whe ea h e e ca cha ge he ag he ca eg a a d e
    ca a he da a e a d e ha e he g a e h ch e ,
    e he f .
    N , F a g g a ab ha ha e ed af e e d d h
    aff a g.
    FIONNA YAO: Ye . N efe e ce ca e g de he e. A
    g ea ab acc ab . Th f a a a a ea g d

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  10. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    f a ha e ed e e ha e a e h d g e e acc ab e.
    We f d a he e g ea gge f f a , gh ha c e
    a e e g , ha a e e g g d ab ? Wha A a a d I d d, e
    ca e a ec a ec , a e ab h ha ead hee he e e
    d c e a ec g he e ha e e e ee g. R gh he e, e
    ha e a c he e e a e ha he ea ha he
    e gh ha e a e c g f he a c a ? R gh e ,
    a g d c ec f he ac a e ba e . I aceab e a d
    ea ee h ch c e a e d g h ch . The ce e ha e
    d e a f h e a d he c ec a a hea h a e, e d e
    c f c a a e g h gh a g g e e c e, he e e
    dec de ha a e e g g d ab h ? A e e g g c ea e a
    J a ab h ? I h a b gge a ? The e a e a ce a h g
    ha e dec de ha he gh e, he gh ace f
    add e . I a ea g ea f b a e beca e e
    ha e a ac ec d f a f he dec ha e ha e ade a a ea ,
    he he e dec ded ac e h g .
    I a g ea f e g ha a e d g e h g ab
    he h g ha a e d c e g. N e ha e a ed ab
    acc ab , e ' ch ac a d a ab ag . I ha e g
    he e a g ea he e e e e ab e c e ea g , he
    f a ha e a e ge g f c e a c e he
    h . Tha ge e a h g he e g ee g a e
    a Ze de .
    Beca e e e e a g h gh a f e g ee , a f he
    g a e e e g he ca h , a f he a e ed
    he f h g ha he he ha e f . I a
    e h gh e g ee g ea b he e e e he a d
    d he "He , e ea eed d e h g ab he b eech

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  11. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    100
    g" a d a f c e ha ea e e ea e e e c a g
    ha he b a ed fa , fe h a - e. The e d e d
    e h g h gh a d he b d e d a e e ed a e ,
    c . The e g ee e he a c g a d a e e a ed
    ha d e h . The e e ab e a d e c .
    I d ' ab , A a, b h e a a h gh gh f e
    e a beca e e e e ab e c e he e ea ch, e d he g f
    che a he a c a a d de ha e a , he e ha ed
    he , e e e ab e e he ha "He , ha , h h g ha
    e e c a g ab , he e e g bac d c ,
    f ed, ce ha bee hea d a d a e ed a d
    e f ed he d c beca e ha e d ha ce a h g d d '
    f ". I a a ea g ea c e.
    I h ha e a e g d e e h g f e f
    a e ?
    ANNA LEE ANDA: Ye . Da , h e ed h e a fe f he
    h a e f he ec , ce hea ha e a e hea g f he
    c e e e a b a e a a he a e e. S e f he
    ec g ha e g f d g h , h ch a g ea hea ,
    a h ea faced e b a e . S e ha g g f a d
    a h e ea ch a d he a ea he ed b bb e h g
    ha e e e a f he c e ha e ac a d d ' h
    a ha a . I ha bee a g ea e a fa , b h e e a
    h c e a d e a h ec ea .
    We a e a a he a ha e f e e a , e ha e g
    ab a h d ef a d I h F a g g c e ff h b g
    da a, e ec a f ha a ea f e e e.

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  12. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    101
    FIONNA YAO: Th ec a a c a e e a beca e
    b e e e g a ec he e he e' a f e e h
    ca e f ha da a a a bac g d. The e a da a c e ,
    a a ha e e e g h. I a e a a f be e e ha
    d ' eed ha e ech ca , a e c d ea ad a
    e de ce-ba ed a d da a-d e a ach de g , he
    ec e da ha a e a g a e . I h he f a e
    de h he ga a , h e f da a a a d e e d fa
    de he e b f e e h ca ac a a d e e h ha e
    he ech ca a d h ca a g e he e c f he da aba e.
    P ea e d ' e ha de e , he e a ached h , ha ea
    he ed a he e a ed a c e a ab ha eeded cha ge
    ce e? Wha a g h d de g e d de be ab e d
    h ? Ca e a h e e? S a g a d had g a e a g ea
    a a e e ha a e ed.
    I ha e a a h gh ha e e h a e ea fa a h he
    ea ca e , he h , he h a a a d he eed beh d a
    be a e c c d ea he he ea e a d de a d
    h ha e c ea h gh? O h ha be ch e ha
    ha e e ec ed? We ca ea ffe a e f e he h
    e f h g a e ha e g.
    S a b c g he ce ha e h ga a .
    If a ge a ed, he e e h g ha ca ge ed
    h da ? I d a f a g h e g ee he I d h f
    a e . I ea e he e e e e e, a ab
    c ca . I ea he f ca ac a a c a e ha ha
    ' e af e ? Wha he f a ha eed ? A g d
    c e e a "If I d ' ha e h be d e ea
    a e ? W d I f ce a d ffe e ?" A d a ea g d e

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  13. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    102
    a a "B ha g h f a h da a , g g
    c a add a a e f he b e a e a f he e ?" D e
    de ce a dec a e ? Tha a ea g d chec
    .
    Th e f Ja ed S e h g I a a c e bac
    a d e de a e h a fe e a e e he e c e f
    de . I ea g d. We a a ab he a a e de f h g ,
    he de a d g he ha a d he h a d f ha e acce he
    a a e, c d ac a e he ca e f he b e . I ea
    he h h g e a a d de a d g, ha he
    a de g dec ha h d be a g?
    Le ' g h gh e e a e a d I a ab ha e d d,
    a e a ha he f e ce a d ha he c e ha had
    h ec a c a . He e I ha e g a e ca cha ha ed.
    Y ee h e G g e A a c . I ge e a de c be he
    e, he e e f e gage e ha ha e h d c e
    e. Whe e h f a f he d c ha e a e g
    a he e, e d d ' ea ha e ch f a b a d g e e e ce.
    We ha e a ched e h g e ea a d he e a ' ea ch f a
    g ded b a d g e e e ce. We eeded ha e e f
    b a d g d d e a ba e h d c . Th f f a
    a ea ef . We a a ed c e ha e ea ch e e
    ha d he e ec ? Wha f f a d he a be
    a a ab e ha ea age? We c e ed ha h he a a e
    a a ha e ha he e a f f ac , ge e a a he
    a , a f he b b d g ac ac a ha e ed ea ea
    , b c e d ' ea ea b b d g a e h g d
    ce a d b h a d a e d e h . The c e bac aga a d
    he a d a e ce a ea a d e h g a d h he

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  14. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    103
    b . Th a f h g ha ga e ea he ch eeded f
    ha e eeded ha e c d ac a h bac a d f c he c e
    f c a e ha a b a d g a d he a c a a d he e
    ad a ced fea e e h g ha e ca e he e d c e e
    ga ca .
    A he e a e ha e ha e e h g ha e ge e a ca a
    a e a a . The cha ha a e ee g he c ee he e
    f g 100 a d ed e ac ha a b ha ha bee b
    g Ze de had h a ea h a e . Wha e d d a e g
    h gh he e a e a d a a ca eg e he a d he c e.
    We he b c e , e he g ee e e e e he e ce age
    f e h a ac a c a ed b he b , he b a ab e
    ha d e he b e . The b gge f he e cha , he
    b e he e e e e he he e he b e ded g a age
    , he b a ' ab e ha d e a d eeded a h a age
    e . Th a he e a e he e e h f a ,
    de-b - de h he fea e e e ha e had f he e h
    he c e , he e e a he e "Wha ha
    a ?" N e ha e he a a a eed , ha he a he d c
    d , e ha ha e g a he e . I g e a c ea g a
    ha e a eeded e add a fea e ha d e e
    ha he he e ha d e e e ha e g - beca e he e e
    ha e g e a , a d 45% f he e - e eeded a e e
    ha he c e a d he ab e age , he age ha d be
    ab e e he b e ed a e h a fe g a he
    age . Tha a he he e.
    La , I ha e a de he e, a age f ha a ca g
    f a e ha he e g ee g ea e . I ge e a e h g ha
    d ' ea e f da a a a beca e d e ' h d a c e e

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  15. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    104
    c e. I ea e h g ha e he hea h f
    e . B e h g ha a ff be ea c ea e he e ' e
    ge g f a f . I h ca e, I a ab e a h a
    e g ee a d e e h gh a f he g a d e f d ha
    ce a e f e e e ha e g a d 60% f he e f he e
    e f ed ce a ac . I ' ac a a e ha e a h gh
    a d e e e g a d a he f f ha e eeded g
    bac ea a d a "We ha e ade a bad dec b e ha e
    f , e ' add e h " a d e e e ab e e e e a dec ha
    e had ab ad a . I a ff be c ea e a d h g e
    h , ha a e ge e a ed, ca be ea chea da a ce
    beca e e g ee ge e a eed d a a beca e he eed
    he hea h f he e ha he ha e ed .
    Tha a h d f h e ha e ed da a de d
    f a d a d dec - a g. A a, ha d a e
    ch bac he e ha e ed a he a f he e ?
    ANNA LEE ANDA: M def e . I ea ed h F a h gh gh ed a
    h acce b e da a ha a a ab e ha e e e ed b
    e g ee g, -da a c e ce e e.
    Bac he e , I be a e a he edge f ea ;
    a e b be e f c e ha age ? We e h . A I
    h ed bef e, he e a h d ag a , he e he e a a e a ce
    age b a d a h gh e a ce age . Wha e ha e ee e d g
    ch ha he e e f a e a ce b a he ca ab
    e . Wha ha ea ca be a f e e b d . Wha e
    be e e ha f c e , h b be g a b e be e a d
    ca ab e, c e a e ab e e e h g c e a d he .
    Th a f ee age a he ec a edge a d ea

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  16. Ca LIVE Ra T a c
    _____________________________________________________________________________________________________
    N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he
    e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed
    ed b a he a h a h a .
    105
    ha d e a d age e c e ca e . The b be e f he
    b e , e h a be ef c a f h e h ee a e
    ed.
    We a e a f e. We a e g g e e
    a ea a ha e h e a e a a f h a . O e f he
    h g e ha ed - e e a f he h g e ha ed h e ha e
    d ed h gh h b e ea ch a d h e ha e he ed he
    de e e ea . We ea a e c age h ab L f
    ech e . We e h gh he b a d g a d he a
    a d he a g f he f . Th ab g he f g
    e ec a h gh ec , e e bef e ha e a UI de g
    a c de.
    The ec d h g e a e c age h ab
    b g g e e e ea ch ce ea . Tha ca be d ffe e
    a , e e de a ed he d a c a a h ca be a
    f b h a d a eh de a d F a c e he a e a e
    a a .
    FIONNA YAO: I ea a ha e he a a e e
    a a e, e e he da a ea a , e ec a f he
    dec ha a e a g h gh a e a d c d ha e a f e ce
    d c ad a .
    W h ha d, e a e a he e d f a he e. We
    b e e ?
    STEVE BATY: Tha e ch, ea e e ha g F a
    a d A a. (APPLAUSE)
    We ha e ' had a e ed . D e a e he
    a d e ce ha e a e ha he d e e? N . I a

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