Autonomous Customers Super Agents Dr Nicola J

Autonomous Customers & Super. Agents. Dr Nicola J. Millard, Head of Customer Insight & Futures, BT Global Innovation Team nicola. millard@bt. com | @Doc. Nicola

Our research and development activities. 3 rd £ 502 m £ 2. 8 billion 14, 000 4560 largest investor in R&D in the UK over past five years invested in R&D in 2013/14 scientists and technologists employed worldwide ©British Telecommunications plc largest fixed line telecoms R&D investor in the world over past five years spent on R&D over the last five years patents in our portfolio

The Perils of Predicting the Future. Copyright BT Global Services, 2015

Facing Autonomous, Omnichannel, Mobile, Social Customers. Source: Davies/Hickman (2015), The Autonomous Customer, BT/Avaya

Video culture continues to grow. As video is more part of our daily lives, there is growing interest in video-chat for customer service and engagement 71% 59% Checked appearance before making a video call Would like to see the agent for complex queries 62% Would like to video-chat with organisations 1 in 4 Brushed hair before making a video call 34% Use You. Tube first to research a new product or service Use Facetime/Skype 2 or 3 times a week or more 63% Want to use video chat to communicate with organisations UK 2016 USA 2016 50% UK 2013 USA 2013 36% 50% 32% Regularly watch videos for product information 47% 38% UK 2016 UK 2013 45% USA 2013 52% USA 2016 Would like video-chat to have a product demonstrated by an agent 81% India 78% China 74% Indonesia 72% Singapore 71% UAE 57% USA 56% Source: Davies/Hickman (2015), The Autonomous Customer, BT/Avaya Spain 52% UK 45% Germany 40% Belgium

The new world of connected care Joined up systems Proactive care Staying well with self-management John’s community nurse His readings are sent to a is alerted to contact centre, cold and John can usehis alerting a fever. After consulting specialist to monitor telehealthnurse. She sees with John and his at they’re out of his normal his own vital signs doctor, she creates a range, He initiates an home. andcan also use electronic prescription virtual consultation. an online patient She for antibiotics. notes to book John portal John’s conditions collects his medication in his Electronic Patient appointments, see his from his (EPR), pharmacy, Records and care plan, records local shared withhis expert advice. health and social and get family doctor receives an update. care organisations.

Case study: Video as a Service is like mail merge Personalised Video as a Service. BT Personalised for video Video template + Customer data = Personalised video Personalised, relevant and effective communication Improving customer service, sales, retention and loyalty In a pilot for a major financial services provider it achieved: X 2 Open rate X 9 Click rate 16% watch video 50% replay video within a day 400% increase in loan sales 32% replay video within a week 18% replay the video after a week

The Internet of Things and proactive service – links to smart homes, smart cities & healthcare.

Io. T & the emerging “ego” system: Creating smart customer service: it’s all about me! 62% Find dealing with customer service issues exhausting The more information I give, the better customer service I expect 75% India 55% I put a lot of effort into safeguarding my rights 54% Give feedback to companies but they don’t change 63% UAE 69% Indonesia 63% UK 74% Spain 56% Belgium 66% USA 57% Germany 62% Singapore 48% China 44% Would share social media profile to get better service 4 in 5 Like orgs using technology to listen to calls if the agent is rude or a problem arises 55% Might share location with organisation for a better service 71% Like it when organisations notice consumers have problems on their website and try to help Source: Davies/Hickman (2015), The Autonomous Customer, BT/Avaya

The 3 U’s Test: Why Do We Adopt Technology? “What is useful & usable isn’t always used!” Professor Alan Dix, Birmingham University Copyright BT Global Services, 2015

The Rise of the Droid…why your next employee may be a robot. Pattern matching & unstructured problem solving, e. g. Watson. Language & complex comms, e. g. Siri, Narrative Science, Lionsbridge. Io. T “Hollowing out” & “Uberisation” of work Autonomous mobility, fine motor control, e. g. Baxter, autonomous cars, computer vision

Using Technology to Read Facial Expressions. Copyright BT Global Services, 2015

Biometric Detectors. Ger Mood Sweater Mindwave SWARM Embrace Medical Mirror Copyright BT Global Services, 2015

Robots with Attitude! Copyright BT Global Services, 2015

Humanoid Robots: a solution or just plain creepy? . Copyright BT Global Services, 2015

The Uncanny Valley.

The Singularity is Near – Man and Machine Merge

Is this the future? Healthcare Shop assistants Henn-na Hotel, Japan Security guards Copyright BT Global Services, 2015

Thank you! Dr Nicola J. Millard, Head of Customer Insight & Futures, BT Global Innovation Team nicola. millard@bt. com | @Doc. Nicola