Interesting to hear non-human interactions are going to be 85% by 2025. What is today's percentage?

  • McKinsey puts it at 70% - “Today’s customers expect digital service. More and more are getting it, too, across sectors from telecommunications to banking and from utilities to retail. For example, telco customers conduct roughly 70 percent of their purchases either partly or wholly online—and 90 percent of their service requests as well.” ( Report )

How are you treading the Line between replicating humans close enough to real to be effective, but not too close so as to creep out customers?

  • Our vision and strategy is to focus on the human qualities that matter in a digital experience and augment with real humans where appropriate.

How will companies like FaceMe, that focus on human-like interfaces, deal with the problem of the uncanny valley?

  • This remains an ongoing challenge and as we continue to progress more and more human-like features, however being close to the metrics that allow you to measure impact and customer experience is the most important focus.

Are the digital employees responsive to customer emotion and physical cues? Similar to Soul Machines by Mark Sagar?

  • Yes, with significant advantages through the fact we have the ability to build our neural networks off 8 years of data from face to face customer experiences.

How does your technology differentiate between identical twins, doppelgängers etc?

  • There will always be exceptions (90/10) where supervised training may need to help specifically target an experience for certain individuals. The key to this being possible is the 90% are automated through cognitive systems. This would also include training an above and beyond experience for VIP’s.

Do you think the increase in virtual assistants will lead to a cost/value premium for real human assistance?

  • We believe digital assistants will free humans up to add value where it really matters and unshackle them to solve problems.

Is this technology affordable for a small business?

  • The real value comes in when you need to replicate and scale great customer experience.

What do you think most customers prefer: interacting with an AI or a human?

  • This depends on the use case, however, customers are telling us that people really enjoy interacting with our Digital Humans, The technology has many uses – including in cases where people may feel less threatened talking to AI because AI doesn’t ‘judge’ like a human would.

What are the current immediate restrictions faced by this technology?

  • NLP and NLU platforms are still early days. Use cases need to remain focused and narrow to be highly effective. As use cases grow in complexity, the technology will need to increase in ability.

How long will people spend taking to AI?

  • This depends on the use case. AI can make processes more efficient. It can also take the time to explain things in an unhurried manner.

What is the cost of something like this?

  • This depends on the use case and the ROI increases with the need to scale the technology.

Do you foresee brands having more than one AI interface for different audiences?

  • Definitely! The ability to segment is the beauty of AI!

What happens when you don’t want to share information out loud in public?

  • A digital employee can be accessed via many different platforms – including on a mobile phone in the privacy of your home.

What data is there in what consumers want? Do they want AI?

  • A quick Google will come up with multiple references that tell us that AI is a growing market and that consumers are driving this growth. As said, initial NPS and UAT tells us that consumers enjoy this technology.

What other companies in NZ are you working with (that you can tell us about)?

Are there any stats on whether people prefer to interact with male or female IA...or is it too soon to tell?

  • This depends on each customer’s clients…the possibilities for segmentation are endless.

What’s the starting point in terms of ‘substantial’ investment?

  • I can divulge that not investing in the technology for the right use case will cost you more than investing. This one is best answered by our sales team!

One for Josie, is ASB’s digital assistant set up for facial recognition yet? And how did you go about developing the Q&A matrix?

  • She can be! We worked closely with ASB to train Josie – see here.