Consumers increasingly demand a better experience when they interact with companies. Every interaction has to feel personal and it turns out that one of the best ways to get personal, is through artificial intelligence and bots.
With conversational interfaces, users can have a natural talk or text conversation with a digital partner. In fact, bots can end up sounding less robotic than a call center employee who is only allowed to read off a script.
Embracing the bot
The AI invasion isn’t just another cool technology. It is a game-changing disruption. In fact, KPCB estimates that by 2030, around 50% of the jobs we do today will be replaced by robots. While the technology may not be perfect yet, it’s getting close. Today’s chatbots are accurate about 95% of the time. According to Baidu Chief Scientist Andrew Ng, when speech recognition goes to 99%, all of us will be using it all the time. Most people underestimate the difference between 95% and 99% accuracy –99% is a game-changer.
Conversational interfaces for the Insurance industry
What if help is just a conversation away? And what if machines learn from our mistakes? A helping hand you can add to your contact list, and can be found through the applications that you already use on a daily basis. We truly believe that artificial intelligence will have an even bigger impact in our lives than the smartphone revolution has had.
Watch the video and meet Carl at a most unfortunate day:
It's all about context
Conversations are all about understanding intent and context. Connect to relevant data sources like a CRM to form a relevant response to a question. Since Carl's chat takes place on his mobile phone, this demo uses information that his phone can provide, like location, date and time and uses them as parameters for an external source like a weather API to assess the situation.
The bot puts it's findings into actions, and informs other services like a department responsible for de-icing, to prevent further accidents. It uses the phones’ camera to send multi angle pictures of the damaged car to a huge database and let's AI perform big data analyses in other to assess the extent of the damage and automatically generate a damage report.
This triggers multiple actions at the same time, a town truck is dispatched to the accident location, an appointment is made at a car repair shop close to Carl and a replacement car is booked and on its way. Carl’s unfortunate day turned out less disastrous than he had imagined...
Find out where to start
Those who are prepared for this next digital revolution will have a serious competitive advantage. Not sure where to start, or what opportunities are available for your company? Mirabeau offers inspiration sessions that will help you discover ways to start implementing this new technology today, and continue to prepare for tomorrow. We already organized an inspiration session with Achmea, Centraal Beheer and Interpolis.
Building Conversational Interfaces
Mirabeau’s methodology for building conversational interface services is relatively straightforward:
1. Think of high-volume, customer-related issues that might be successfully supported with this technology;
2. Create a service that does a few small things, but does them very well;
3. Train and improve the service, through machine learning and the addition of other AI services, such as recommendation APIs and emotion APIs;
4. Incrementally build on services offered, as the technology improves;
5. Prepare to take the lead amongst your competitors.
Learn from what’s happening in other industries and from companies who are ahead of this revolution. Chatbots are already used with great success in the Travel industry, for example at Transavia. Interested in the progress of this innovation track? Read the Transavia chatbot case.
Agility at its best
The new digital landscape moves and changes faster than ever before. Gone are the days when you needed server space and months in the learning curve. Services like Amazon Echo and Microsoft Azure Cortana are beyond user-friendly. All you need is a user account, a credit card and your imagination. Then, development can begin. This is agility at its best – learning on-the-fly and applying up-to-the-minute techniques to improve.
In a matter of weeks, a minimum viable product (MVP) can be ready. Will you be?
Preparing for the revolution
The last digital revolution was mobile. We’ve seen how it changed the digital landscape, business models, customer expectations and profits. The next revolution is sure to be artificial intelligence. It’s certain to disrupt the business landscape in unimaginable ways.
Don’t get left behind. Explore all the possibilities that conversational interfaces can have. Ready to join the next revolution? Schedule a workshop or request bi-weekly updates about our AI research by sending an e-mail to Edgard Beckand.