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.

Transcript

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 . .ca e.a ca e@ .c 0447 904 255 UX A a a D R a c 2023 T a , 16 Ma c 2023 Ca ed b : Ka e A a & Be ade e McG d c
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 .
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
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
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?
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 .
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
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
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
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
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.
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
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
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
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
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