AI Is The New UI - Accenture
AIExperienceAbove AllUITECHNOLOGY VISION 2017
TREND 1 AI IS THE NEW UIArtificial intelligence (AI) is about to become a digitalspokesperson for companies. Moving beyond a back-endtool for the enterprise, AI is taking on more sophisticatedroles within technology interfaces.From autonomous driving vehicles that usecomputer vision, to live translations madepossible by artificial neural networks, AI ismaking every interface both simple andsmart – and setting a high bar for how futureinteractions will work. It will act as the face of acompany’s digital brand and a key differentiator– and become a core competency demandingof C-level investment and strategy.Imagine having a conversation with a friendand asking them a question, only to havethem stare at you silently for three secondsbefore answering. Would the conversation feelnatural? Or would you feel awkward, like you’ddone something wrong? Most importantly,would you do it again?Today, more than three million peoplehappily chat with Amazon Echo’s conversationbased assistant, Alexa.1 But when the Echowas under development less than five yearsago, voice recognition technology sufferedan average delay in response time of almostthree seconds. Amazon’s team set a goal oftwo seconds for Echo, and was eventually ableto bring it down to below 1.5 seconds beforelaunch – a critical factor in the success of adevice that has no screen or other interface tofall back on. Either people can talk to Alexa asthey would a person, or the device is a failure.2Alexa’s success shines as just one exampleof AI playing an ever more capable role acrossuser interfaces (UI). As AI matures, many ofthe problems that hindered adoption in thepast are disappearing. It’s now consistentlybeing used to add frictionless intelligenceto people’s interactions with technology,creating opportunities to make2TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEany interface both simple and smart –driving wider, faster adoption of technology,and providing better outcomes for people.According to our global Accenture TechnologyVision 2017 Survey of more than 5,400 ITand business executives, 79% agree that AIwill help accelerate technology adoptionthroughout their organizations. In short,AI is poised to enable companies to improvethe experience and outcome for everycritical customer interaction.AI already plays a variety of roles throughoutthe user experience (UX). At the simplestlevel, it curates content for people, like themobile app Spotify suggesting new musicbased on previous listening choices. In a moresignificant role, AI applies machine learningto guide actions toward the best outcome.Farmers are improving yields by implementingAI-enabled crop management systems:Blue River Technology’s tools combinecomputer vision and machine learning withtheir robotic systems to apply plant-by-plantfertilizer wherever needed. Using advancedalgorithms means ‘LettuceBot’ not only takescare of pesky weeds among the lettuce crop,but also addresses growing conditions that areless than optimal – like identifying sprouts thatare too close to each other, and removingthe one least likely to thrive.3And at the height of sophistication,AI orchestrates. It collaborates acrossexperiences and channels, often behindthe scenes, to accomplish tasks. AI not onlycurates and acts based on its experiences,but also learns from interactions to helpsuggest and complete new tasks.#TECHVISION2017
TREND 1 AI IS THE NEW UIAI already plays a varietyof roles throughout theuser experience.Yet these sophisticated, intelligent experiencesare the result of interactions that are simplerthan ever: an Echo acts as a personal DJ,manages schedules and the home as a butler,or orders a car for a trip – and throughoutall of it, people simply talk to Alexa.Good for consumers? Definitely. But thesesmart interactions also drive big wins for theenterprise. Echo owners not only spend halfof their online dollars at Amazon, they alsospend more. After customers start usingEcho, their buying occasions increase by6%, and spending increases by 10%.4AdvisorCuratorLearning from butalso taking actionor guiding the usertoward an optimaloutcome.Suggestingrelevant optionsbased on previoususer behavior.Spotifysuggests weekly newmusic based on the user’sprior listening preferencesand behaviors.3In the workplace, AI also helps companiesmake complicated technologies approachable,unlocking new capabilities. Rhizabot,for example, uses natural language interfacesto translate complex business analysisquestions. Instead of people struggling tocreate queries that the technology can read,AI listens as a human asks a question in naturallanguage, then generates queries that can berun instantaneously across multiple massivedatasets. It completes the interactionby orchestrating back-end connectionsto provide the relevant results.5LettuceBotcan identify each sprout ona farm as lettuce or a weedand provide yield optimizationsolutions for farmers.TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEOrchestratorLearning frompast action andcollaborating tasksacross multiplechannels to achievedesired outcomes.Amazon’s Alexaconnects to offline servicesand objects in the hometo create a personalizedenvironment.#TECHVISION2017
TREND 1 AI IS THE NEW UI4TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLE#TECHVISION2017
TREND 1 AI IS THE NEW UISIMPLIFYING NATURALINTERACTIONSDespite skepticism of AI as just another technologybuzzword, its momentum is very real. 85% of executiveswe surveyed report they will invest extensively inAI-related technologies over the next three years.It’s not a fluke that AI is growing sopervasively; its reach reflects the valueit brings to interactions, making each onemore natural and simple. Advances in naturallanguage processing and machine learning,for example, make technology more intuitiveto use, like telling virtual assistants to schedulea meeting instead of accessing schedulingsoftware to find a time, create an event,and type the details. AI is transforming thelook and feel of the enterprise software industrytoo, with headlines for AI acquisitions and newofferings appearing every day – from SalesforceEinstein, to Microsoft Azure Cognitive Services,to the Google Cloud Platform.proliferated over recent years, from Google’sTensorFlow to Intel’s Trusted Analytics Platform.Caffe, a deep learning framework developedat the University of California, Berkeley,was the basis of the DeepDream projectGoogle released in 2016 to show how theirartificial neural networks viewed images.8Pinterest’s app uses Caffe in training stepsthat help power their Related Pins functionality,which is based on both individual curationand rankings from convolutional neuralnetworks.9 The combination of intuitive,natural interactions and the ready availabilityof open source tools paves the way forbig changes across the interface.Key to all these offerings is how naturalinteractions are displacing traditional ones.In search technology, voice searchesskyrocketed in 2015 from ‘statistical zero’to more than 10% of global searches; just ayear later, Bing reported that 25% of Windows10 taskbar searches were made via voice,with Google announcing similar numbers(20%) for mobile Android searches in the US.6And Stanford researchers recently showedthat voice recognition completes searchesthree times faster than typing on mobile,increasing accuracy as well.7 With its easeof use and performance outpacing traditionalinterfaces, AI is setting new expectationsfor how future interactions will work.As a gateway to simple and smart experiences,AI adoption is spreading across industries, too.In the auto insurance industry, adjusters useTractable’s deep learning systems to simplifythe triage process after a car accident. Insteadof manually scanning pictures, they use machinetrained estimates for repair costs, enabling agentsto accelerate a claim past triage and into repair,salvage, or appraisal.10 And in oil and gas, vendorsof one of the world’s largest oilfield servicescompanies seek online help from IPsoft’s Ameliacognitive agent. This provides freedom to chatwhen convenient and reduces the need to waitfor live customer service agents to be available.11Further accelerating AI’s adoption is thefact that many of the core technologies areavailable for free. Open source AI tools have5TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEAs the way people interact with technologybecomes a primary point of competitionand distinction, the enterprise faces a newuniversal imperative: to add AI to enhancecritical customer interactions.#TECHVISION2017
TREND 1 AI IS THE NEW UI85%of executivessurveyed reportthey will be investingextensively in AIrelated technologiesover the nextthree years.This means thinking of AI as more than justa technological tool, and giving it the priorityand investment that matches the role it’sabout to take over within organizations –the face of the brand.Getting started can be as simple as usingAI to bring more human-like interactions intoexisting interfaces. But if businesses want todo more than just keep pace, there’s no timeto waste. In 2016, Elsevier CTO Dan Olley notedthat, “If CIOs invested in machine learningthree years ago, they would have wasted theirmoney. But if they wait another three years,they will never catch up.”12 The early adoptersare already pulling ahead, but many of thenecessary tools are openly being shared.The question to answer is simple: What coulda company accomplish if every interactionwith technology was an intelligent one?6TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEUsing AI as the UI between machines:People are deploying AI to changethe way machines interact with othermachines as well.In automated driving, IHS’s AutomotiveElectronics Roadmap Report found the installrate of AI-based systems in new vehicles wasjust 8% in 2015, with the vast majority focusedon speech recognition. However, that numberis forecast to rise to 109% in 2025, as therewill be multiple AI systems of various typesinstalled in many cars.13 Gartner predictsthere will be a cumulative production of220 million connected cars that are equippedwith data connectivity by 2020, allowingvehicles to communicate with each other andthe infrastructure around them.14 Computervision is creating an interface between cars andtheir environments and enabling autonomouscapabilities that simply didn’t exist before.AI is changing interfaces for manufacturinglogistics as well. The movement of productsfrom one area of a warehouse to another iscritical, yet highly laborious; automating itwith AI robots is a surefire win for enterprise.In their Russian factories, Samsung deployedrobotic driverless electric vehicles by RoboCV,enabling warehouse vehicles to move aroundautonomously, which is expected to streamline80% of the production process. By using visionsensors to see the environment around them,the system builds a mathematical model andmakes decisions on the preferred route withobstacle avoidance maneuvers.15#TECHVISION2017
TREND 1 AI IS THE NEW UIAI DEFINESFUTURECUSTOMEREXPERIENCE7TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLE#TECHVISION2017
TREND 1 AI IS THE NEW UIAs AI takes over more of the user experience, it growsbeyond just an intelligent interface. With each customerinteraction becoming more personalized, powerful,and natural, AI moves into an even more prominentposition: your digital spokesperson.And by taking on this role, AI will eventuallybecome your digital brand. In the sameway that iPhones are synonymous with theterm smartphone, Alexa may become morerecognizable than the parent company, Amazon.Thanks to its powerful simplicity, customersmay soon spend more time engaged witha company’s AI than talking to their people.That comes with a challenge: each interactionmeans another customer will be basing theiropinion and interest in a company on the AI,just as they now judge by their experienceswith human employees. In the same way thata customer can be delighted or angeredbased on a customer service representative,an AI system will represent a company’sbrand and can leave a lasting impression.8TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEConsider that in the US alone, businesseslose an estimated 1.6 trillion annually due topoor customer service. In addition, 68% ofconsumers report they will not go back onceswitched.16 But get the customer experienceright, and there’s a much larger opportunity.Instead of interacting with one person at atime like a human representative, an AI systemcan interact with an infinite number of peopleat once, based on the skills built for it. Not onlycan AI create and maintain a powerful,100% consistent brand experience throughevery interaction, but it can also use learningcapabilities to tailor that experience to eachindividual, and rapidly evolve the experienceto react to any new product or strategy theenterprise wants to implement. This is a levelof control that businesses have never hadover their brands – with a new dimensionof flexibility as well.#TECHVISION2017
TREND 1 AI IS THE NEW UIAI WILL TRANSFORMTHE ARCHITECTUREAccenture research on the impact of AIreveals that in changing the nature of workand creating a new relationship betweenman and machine, AI could double annualeconomic growth rates by 2035.17 Already,AI enables a workforce that’s increasinglyvirtual: IPcenter’s Virtual Engineers useAI to mimic the work of human engineers,providing a first line of resolution forinfrastructure issues. They automate theinteraction between all of the different toolsand people in an IT environment. For a NewYork-based investment bank, that translatedto a 93% reduction in average resolutionand fix time (from 47 minutes to 4 minutes).18AI is not only becoming the digital brandfor enterprise and a critical pipeline forcustomer satisfaction and loyalty, it’s also keyfor employee engagement and operationalefficiency, as well as revenue growth.To bring to life the promise of AI across aninterface, businesses must redesign theirexisting systems to support its features andtechnical dependencies. First and foremost,that means developing AI capabilities withinUX/UI teams, and training them to takeadvantage of existing AI toolkits. Companiescan’t develop AI expertise overnight, but theUI team can combine their expertise withthe jump-start that open source and openapplication programming interface(API) tools provide.9TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEAs a key enabler for an organization’snext generation of experiences, AI turnsenterprise architecture on its head. On theback end, giving AI the resources it needsmeans changes tobusiness processesand infrastructure.Organizations willneed to developthe necessaryconnectionsbetween systemsand interfaces,and then betweendifferent points of interaction. Robust setsof data are needed from every channel –not only to initially train the AI to interactwith customers and employees, but alsofor it to continuously learn how thoseinteractions should evolve over a lifetime.AI-based relationships transcend traditionaltransactions by building on the context ofeach separate interaction. That only works ifthe system is designed to support a long-termrelationship from the start, with reinforcedfeedback loops at each touchpoint.AI could doubleannual economicgrowth ratesby 2035.#TECHVISION2017
TREND 1 AI IS THE NEW UITHE NEXT LEVELOF RELATIONSHIPMULTIDIMENSIONALINTERACTIONSWith AI in place, interactions with customerswill move from straightforward transactionalmodels to multidimensional conversationsspanning a variety of complementarychannels. AI-supported relationshipscan exist and grow across interfaces andcommunication styles: text-based chats,spoken conversations, gestures, or evenvirtual reality. This encourages longer,stronger relationships and better customerservice, which translates to direct businessvalue. Case in point: 61% of customer serviceprofessionals credit delivering more effectiveonline customer service support for increasedsales volume, and according to a February2016 study, 98% of US digital buyers said thatit’s likely or very likely they’ll make anotherpurchase if they had a good experience.1910TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEThese more natural interactions can also helpsolve an accessibility gap that’s pervadedtechnology for years, letting organizationsmake all of their services accessible toeveryone. And simply by extending personalpreference to each interaction, it opens thedoor for richer, more satisfying interactions forindividuals based on their situational context.People can choose how much and what kindof interaction they want to have with thecompany at any given time.#TECHVISION2017
TREND 1 AI IS THE NEW UIFOCUS ON THECONVERSATION ANDTHE TECHNOLOGYAI-enabled interactions are ushering in an eraof disappearing technology. Deploy AI wellacross company interfaces, and customersno longer need to understand complicatedtechnology to use it: they can simply talk to,gesture at, or touch the AI that controls it.In deploying contextual intelligence to aninterface to make it truly intuitive, companiesshould aim to make the technology it’ssupporting disappear. That opens doors togreater adoption of complicated tools, just byproviding access to them through a simplerAI-enabled experience. Google Maps is nowpacked with algorithms supporting on-the-flyupdates to navigation routes in responseto traffic delays, which are automaticallyoffered to people via simple spoken prompts.These tools are so seamlessly integrated intothe smartphone experience that they’re takenfor granted as essential functionality today.Put simply, invisible technology gets more use.11TECHNOLOGY VISION 2017 TECHNOLOGY FOR PEOPLEIntuitive interfaces have many uses in businessand society as well. Accenture is applyingAI to the problem of surveying palm fields inIndonesia, helping a leading forestry companyidentify the most efficient and effective ways tosupport new forest growth. This has boostedbusiness productivity, reduced deforestation,increased sustainability – and hidden thetechnology that helps to accomplish itall behind an AI engine. The company’semployees no longer have to compareand analyze geographic information systemresults, water table and soil data, historicalinventory, and work orders; they simplyconsult the AI engine and get the sameanswers – in minutes instead of 36 hours.20#TECHVISION2017
CONCLUSIO12TREND 1The time and cognitive effort thathumans must devote to get machines toaccomplish tasks is steadily shrinking.What were once dumb machines are becoming smarter and smarter– enough for people to communicate with them on a human level.By collaborating with companies, and with other systems on theirbehalf, AI makes everything it touches smarter – and by learningas it goes, it continues to accelerate its own usability.For businesses to capitalize on AI-powered and enhancedinteractions, the conversation must start inside the organization.Leaders will begin with existing channels and make themsmarter. From that point, they will need to ask fundamentalquestions about interactions with customers and employees,and consider them in a new light. Current interfaces arebased on UI design with a universal limiting factor – a screen.It will be important to train the UI team to take advantage ofAI technology, and re-think interfaces without screen limitations.From experimenting with existing channels, companies candevelop an approach to multidimensional conversations.It’s time for the C-suite to fundamentally re-examine how peopleinteract not just with technology, but also with their business.That approach will be critical as AI takes on the primary roleof interacting with both your customers and employees. AI willbe a key point of distinction for your business versus competitors,and so must be considered a core competency demanding of C-levelinvestment and strategy. Much more than just another technologytool to help increase efficiency or generate value, AI is no long
happily chat with Amazon Echo’s conversation-based assistant, Alexa. 1 But when the Echo was under development less than five years ago, voice recognition technology suffered an average delay in response time of almost three seconds. Amazon’s team set a goal of two seconds for Echo, and was eventually able
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