AI first Archives — Carrington Malin

February 10, 2020
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As our world becomes AI First, we’ll soon see a new generation of AI natives – those that have never known a world without AI assistance – with their own set of needs, behaviours and preferences.

My daughter learned to recite the alphabet from Youtube when she was three and taught both her mother and grandmother how to use Netflix at age four. It was then when she discovered Google Voice Search and was delighted when she searched for the children’s rhyme There was an old woman who swallowed a fly and instantly discovered a video of the song. Since then, of course, she’s become a user of Amazon Alexa, Google Home and — now seven years old —has her own tablet, but nevertheless still borrows mobile devices from anyone that will allow her to amuse herself with apps and voice queries. For parents these days, this is the new normal.

The unprecedented accessibility of today’s technology begs many questions for parents, educators, healthcare professionals and society as a whole. Until the arrival of the iPad’s tap and swipe interface, literacy served parental control very well. If your child couldn’t type — or at least read — then they could not do very much with the Internet, discover content, participate in digital messaging or, most importantly, use digital devices to get into any trouble.

In the 80s, access to computers was mostly limited to those that wanted to learn MS DOS commands. With the proliferation of Microsoft Windows in the late 90s, users had to, at least, be able to read. In the 2000s, rich visual cues for point-and-click navigation on the Internet had begun to take over, but this still required a basic level of technical expertise to engage. Fast forward to 2019 and many homes have multiple, always-on devices that can be activated by voice commands. The only requirement the system makes of the user, is that they can speak a few words.

In the early 2000s, educational institutions, government departments and child welfare groups began campaigning in earnest for child safety on the Internet, raising awareness, for the most part, of dangers facing children from the age of 9 years old upwards that might have been using the Internet unsupervised. Today, with the increasing popularity of artificial intelligence-powered virtual assistants and other smart devices, your child could be accessing the Internet at age three or four. At first, they won’t be able to do very much with that access, but they learn fast!

So, now our globally-networked, AI-powered technology has become accessible even to tiny tots, what impact does this have on parenting, learning and a child’s cognitive development?

Throughout most of the past two decades, the American Academy of Pediatrics stood by its strict recommendation to parents of absolutely no screen time of any kind before the age of 2 years old. For parents with iPads and TV sets in the house trying to enforce this increasingly controversial rule, this was both frustrating and perplexing. It was hard to understand what the harm was in a one year-old watching an hour of TV or nursery rhymes on an iPad. In 2016, the AAP repealed its no-screen rule and instead introduce a more practical set of guidelines for parents raising children in a multi-media environment.

Unfortunately for the AAP, it is likely that their new set of technology guidelines for parents will be obsolete quite soon. AI voice technologies are being rapidly adopted around the world, with the likes of Alexa and Google Assistant being incorporated into a wider and wider range of devices and becoming commonplace in households globally.

As any family that has these devices at home will already know, children can turn out to be the biggest users of virtual assistants, both via mobile devices and via smart speakers. Whilst the language barrier prevents one and two year olds accessing the technology, today’s parents can expect that it won’t been too long after hearing baby’s first words that baby starts talking to AI.

Although circumstances obviously vary from child to child, according to their development and affinity to the technology, having always-on AI voice in the room raises its own set of questions.

For example, when does a child become aware than an AI voice device is not actually human? Is feeling empathy for a software programme a problem?

Should we, in the process of teaching our young children to be courteous, insist that they use pleases and thank yous when giving voice commands? If not, what are the implications of children growing up, from an early age, getting used to giving commands, while most parents are trying to teach them to be more polite?

Young children today are our first generation of AI natives. They will be the first generation to grow up never having known a world that wasn’t assisted by artificial intelligence. As the digital native generations before them, their needs and behaviours will be shaped by and in tune with prevailing technologies.

Whilst we can expect many false starts, artificial intelligence is going to be widely embraced by education systems to teach, tutor, test and grade school children and their work. In fact, it will prove to be pivotal to 21st century education.

Today, China is far into the lead in piloting new AI-powered school programmes. Some 60,000 schools in China — or nearly a quarter of those in the country — are currently piloting an AI system which grades student papers, identifies errors and makes recommendations to students on improvements such as writing style and the structure or theme of essays. A government programme led by scientists, the AI system is not intended to replace human teachers, just improve efficiency and reduce time spent on reviewing and marking student papers. Teachers can then invest more time and energy in teaching itself.

Chinese after-school tutoring platform Knowbox has raised over $300 million in funding since its launch in 2014, to help school students learn via apps that provide highly personlised curated lessons. It’s already working with 100,000 schools in China and has its sights set on the global education market.

Meanwhile, China is in the advanced stages of developing curricula on AI theory and coding for primary and secondary schools. Guangdong province, which borders Hong Kong and Macau, introduced courses on artificial intelligence to primary and middle school students from September 2019. The programme will be piloted in about 100 schools in the province, but by 2022 all primary and middle schools in the region’s capital Guangzhou will have AI courses incorporated into their regular curriculum.

Singapore launched its Code for Fun (CFF) schools programme in 2014 in selected schools, at first targeting about 93,000 students. Developed by the Ministry of Education and IMDA (the Infocomm Media Development Authority) the 10-hour programme teaches children core computing and coding concepts via simple visual programming-based lessons. All primary schools in Singapore will have adopted the programme by 2020.

Children growing up during the next decade, will simply take AI for granted, as a pervasive new wave of AI-powered services supports their every want and need. However, just as this new generation will find it hard to understand what life was like before AI, older generations will find some of the new habits and behaviours of AI natives unfathomable.

For better or for worse, the drivers for AI development and deployment are economic and commercial. So, we can expect brands and commercial services to continue be at the forefront of innovation in AI. Which means, just as previous generations have been characterised as being self-involved — beginning with the original ‘Me Generation’ of Baby Boomers, so AI natives are likely to struggle to explain themselves in a world that seemingly revolves around them.

There’s been much public comment over the past ten years to suggest that Millennials — the age group born between 1981 and 1996 — have developed to be more narcissistic than previous generations. The familiar argument credits social media and ecommerce with driving the need for young people’s excessive attention and instant gratification. Although, it is true that every generation of adults seem to view the population’s youth as narcissistic.

“The children now love luxury; they have bad manners, contempt for authority; they show disrespect for elders and love chatter in place of exercise. Children are now tyrants, not the servants of their households. They no longer rise when elders enter the room. They contradict their parents, chatter before company, gobble up dainties at the table, cross their legs, and tyrannise their teachers.”

– Socrates, 5th Century B.C. Greek philosopher.

University researchers in Europe and the U.S. have been trying to ascertain whether there has been a clear increase in narcissism for the past decade, but the truth has been found to be less straightforward than common prejudices.

A study by a joint European-U.S. university research team published in Psychological Science, suggested that there was a ‘small and continuous decline’ in narcissism among college students from 1992 to 2015. A recent study led by, then University of Mannheim, researcher Eunike Wezel and due to be published in the Journal of Language and Social Psychology found that, overall, narcissism seems to decline with age.

What is clear, is that young people in our globally-connected and information-rich world do appear to be better educated and more worldly-wise than previous generations, often having more confidence and being far more concerned with climate change, the destruction of our environment and the future of our planet.

So, as our technology becomes AI first, we can hope that ubiquitous access to knowledge, education and tools to empower individual aspirations is going to be a positive thing.

On the home front, a big part of the problem with parental control is that until very recently computer systems have never been developed with the under-tens in mind: let alone the under-fives. In the past, due to the technical knowledge required and the convenient literacy barrier, software developers rarely had to take children into account. This is now changing quite swiftly.

Amazon introduced a child-focused version of its Echo smart speaker a year or two ago, with a parental control dashboard which gives parents the options to limit access, set a cut-off for bedtime and choose what Alexa skills their children are permitted to use. It also released a ‘Say the Magic Words’ skill to help teach children good manners.

Meanwhile, Google is continuing to develop the capabilities of Family Link, a parental control hub for family Google accounts introduced in 2017. It boasts features such as setting screen time limits, approving Android Apps and even the ability to lock children’s devices remotely. Google also allows parents to set up Google Home voice profiles for their children.

Both Google and Amazon allow virtual assistant users to turn-off payment features to avoid accidental Barbie doll or remote-controlled toy orders.

The arrival of AI in our homes presents new challenges for parents, not entirely unlike the arrival of the television, video games, cable TV or the home broadband Internet connection. At first parents and child experts alike will struggle to put the benefits and risks of AI voice devices into context. Many children will succeed at this faster than either one.

This story first appeared on My AI Brand (Medium)


January 28, 2020
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Our AI first world is emerging standing on the shoulders of the mobile-first world, but it will also raise its own generation of AI natives

Google CEO Sundar Pichai called it a few years ago in a letter to company shareholders, when he said that we’re all moving from a mobile-first world to an AI first world. On the face of it, this seemed quite straightforward to understand. Businesses are seeing artificial intelligence become embedded into more and more processes, with software developers making it easier and easier for companies to leverage AI across their organisations. Meanwhile, consumers are already using a wide variety of applications that are supported by AI every day, drawing on Big Data, machine learning, computer vision and natural language processing (NLP).

However, Google’s corporate strategy is also a prediction of a new world to come and a fundamental shift in human behaviour. Our new AI first world isn’t simply a world where AI is embedded into all technology, nor just a way for organisations to improve performance and save money. Truly pervasive AI will mean that there will be few human actions where AI assistance is not available and for consumers, their first touch point for any brand will be AI. The early signs of this are clearly visible today.

Businesses are already trying to make our lives easier, whilst drawing in consumers to have deeper relationships with their brands, by using AI to provide consumers with more timely and appropriate interactions, prompted by personalised recommendations and communications. More often than not though, these AI supported communications are limited to certain channels.

AI is also being used more extensively to engage and converse with the consumer, exchanging information and providing feedback, 24/7. A recent survey of 450 customer service and support leaders worldwide by Gartner found that 37 percent are either piloting or using AI bots and virtual customer assistants (VCAs).

Gartner forecast that chatbots and VCAs will be used in 25 percent of customer service and support operations by 2020, although estimates today range from 23 percent to 80 percent. However, what is clear is that companies that have implemented chatbots are reporting reductions in customer calls, email and other enquiries, which Gartner says may be reduced by up to 70 percent of pre-AI volumes.

Crucially, Gartner also points out that AI will be a major force in shaping customer self-service. In the future, AI will empower customer-led approaches to service, where a customer’s preferred option may be i) do it myself, ii) let’s do it together iii) let my AI bot do it for me, or iv) let our AI bots do it together.

Today, when most consumers think about interacting with AI, they tend to think of a device or channel such as Amazon’s Alexa Echo, or Android’s Google Assistant or the Apple and Microsoft alternatives. More and more will have experience of chatting with AI bots via Facebook, Whatsapp or company websites, and an increasing number will talk to call centre AIs when contacting their bank, telecom or other service providers.

No doubt, virtual assistants are going to be instrumental in creating our new AI first world. However, these are destined to become a utility, embedded into almost every device, process and transaction imaginable. This means that whether you are watching TV, shopping at the mall or dining in a restaurant, your first point of contact with any brand could be conversational AI.

Every business, therefore, is going to be under increasing pressure to become an AI first business, and to do so at a speed that few today are prepared to even consider, even those in the midst of that very process. So, let’s take a step back and review the case of mobile-first marketing.

The phrase ‘mobile-first’ started to gain popularity about ten years ago. In fact, Luke Wroblewski’s book ‘Mobile First’ was published in 2009. This new approach to consumer marketing strategy was taken in response to the new generation of smartphones usage, which arguably began with Apple’s 2007 iPhone launch. Smartphones, social media and new location-specific services were driving demand for mobile broadband. And, in turn, marketing started to revolve around SoMoLo engagement (social, mobile and local).

As has often been the case, marketing technology lagged behind. Mobile marketing and services were prohibitively difficult manage and integrate with online marketing, CRM and in-store retail. Mobile marketing was, a first, limited to a few mobile channels and lacked integration with the rest of the marketing ecosystem, fragmenting customer journeys.

However, over the past five years we’ve seen mobile marketing become integrated. CRM systems, analytics, marketing managing platforms, advertising media placement, software deployment and payment transactions can now all be managed using integrated tools that allow more of a 360 degree view of the business. Brands recognise that consumers are using smartphones to do product research and browse options, even as they walk around their stores, and they now have the technology to offer and integrate mobile experiences with a wide variety of channels: whether they are paid, earned, shared or owned.

The swift rise of connected mobile devices forced marketers and martech developers to create integrated, cross-platform, omnichannel strategies and solutions that allow for a more seamless customer experience and give a business a 360 degree view of communications. This is important, since — as we’re seeing today — adding new channels into marketing management systems and CRM, such as AI chatbots, is no great hurdle to jump.

Just how integrated your mobile brand experience is, currently depends on where you live. China has the highest usage of mobile payments, with a mobile payment penetration rate of 35.2 percent. Alipay, WeChat Pay and other online payment apps are popular in almost all cities in China and this year an estimated half a billion Chinese will using their mobile devices to pay in brick-and-mortar stores, restaurants and other retail outlets.

Our future AI first world is obviously going to emerge standing on the shoulders of the mobile-first world.

Google launched its answer to Amazon Alexa in 2016 and, due to the widespread adoption of its Android mobile platform, was able to make the virtual assistant available in 80 countries and 30 languages within two years. Today, Google Assistant is available on more than 1 billion devices.

So, from an AI first communications point of view, businesses can already engage with consumers across a range of AI conversational interfaces, to include chatbots, voice assistants, call centres and email. What’s yet to be developed is the interoperability that allows a brand to chat with you via Facebook Messenger, then call you via an AI call centre and then, perhaps, greet you via an AI voice assistant when you walk into their showroom: all whilst seamlessly continuing the same thread of conversation.

Technology vendors such as Amazon, Google, IBM, Microsoft and Nuance Communications are all investing in the development of end-to-end conversational platforms that allow organisations to engage in complex conversations using the same conversation agent across multiple platforms.

It’s early days for end-to-end conversational platforms, but, for example, it is already possible to develop a virtual customer assistant using IBM’s artificial intelligence platform Watson, then use that VCA to communicate via Amazon Alexa or Google. If this is developed to integrate with IBM’s next-generation call center Voice Gateway, with a little help from a cloud communications platform like Twilio, the same technology can be used to make and receive voice calls, send SMS and converse with customers via Whatsapp.

The development of these multi-purpose conversational platforms will, ultimately, give organisations the ability to create, deploy and manage conversation agents anywhere the technology exists for a consumer to interact. Voice assistants are already starting to be used in automobiles, public transport, retail stores, museums, restaurants and many other scenarios. So, why not refrigerators, automatic doors, escalators and soda machines too?

All of this means that consumer expectations for AI first services are going to soar rapidly, putting pressure on businesses to not only cover the bases, but to innovate to create engaging customer experiences. To do this, organisations have a lot to learn very quickly. AI first communication requires technology, new knowledge and skills, customer experience and, of course, lots of data.

Unlike previous waves of technology that have required users to learn about how the technology works in some detail in order to derive value from it, conversational AI makes it easy for consumers to engage and benefit from an almost infinite variety of AI supported services without ever reading a manual.

Consumer adoption is going to be fast and, as people grow weary of mobile HTML pages and typing data requests, so they going to be more open to innovative new AI voice experiences. AI voice communication will simply become the path of least resistance.

In fact, as the next generation of consumers come online, they will be growing up with AI first services. Our latest Generation Zs and their successors will grow up ‘AI natives’, with their own needs, preferences, behaviours and habits developing in tune with the new AI first world. The only respite for businesses today is that for the next ten years most of their customers will, at least, remember how to deal with them without help from artificial intelligence.

This story first appeared on My AI Brand (Medium)


November 2, 2019
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Do brands need AI avatars of themselves? Last week at London’s One Young World Summit, Biz Stone co-founder of Twitter and Lars Buttler, CEO of San Francisco-based The AI Foundation, announced a new concept they called ‘personal media’ and claimed that artificial intelligence is the future of social change. The Foundation is working on new technology that Buttler says will allow anyone to create an AI avatar of themselves, which would look like them, talk like them and act like them. Empowered by AI avatars, people will then be able to, potentially, have billions of conversations at the same time.

So, what does this new kind of AI communications mean for brands?

Continue reading this story on Linkedin


September 25, 2019
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Despite the proclamations of enhanced customer experience, much of the interest and deployment of chatbots today is driven by cost savings. Customer service departments and the CFOs that approve their budgets have an opportunity to significantly reduce HR costs and add a new service that also has the prospect of being a revenue generator.

However, there are good reasons why large companies replacing human customer service with an automated customer service agent should consider chatbot projects as brand and customer experience initiatives first, and not simply a software roll-out.

Continue reading this story on Linkedin.


September 19, 2019
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Google CEO Sundar Pichai delighted the audience at the Internet giant’s annual developer event Google I/O last year with a demonstration of an upcoming feature for Google Assistant currently called Duplex. Live in front of the Mountain View audience, Pichai showed Google Assistant making a telephone call to a hair salon, talking to the salon representative who answered the phone, negotiating the time of the appointment and making a booking for the user.

The Google Duplex demo gave the audience (and Youtube viewers around the world) a tiny glimpse into our artificial intelligence future: a future where our intelligent devices will be able to make our calls, restaurant reservations, flight bookings and buy us tickets for the theatre.

Continue reading this article on Arabnet.


August 29, 2019
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Many companies have discussions about their brand’s personality, whether brought on by a brand development exercise, or the question of how their brand comes across in TV advertising or, perhaps, how it is seen and heard on social media. Is the brand playful or serious? Traditional or nonconformist? Conservative or outrageous? Does it have a sense of humour?

Often these personality attributes remain somewhat latent. Companies that see their brands as risk takers or eccentric, often find that they don’t particularly want to broadcast the fact for fear of upsetting their conservative customers. Likewise, marketers who feel that their brands can have a little bit of fun on social media, because it is expected of them by other social media users, often don’t use the same sort of fun persona for other communications.

So, where does this all leave us when it comes to conversational marketing?

Continue reading this story on Linkedin


January 15, 2018
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After a decade of brands being tried and tested by social media, another new medium is set to challenge brand integrity: AI-powered voice technology. This new voice-controlled world will not only test brand differentiation, but also how enduring a brand’s relationship is with its consumers.

A new medium is set to challenge brand integrity. A disruptive force that could wreak havoc on carefully crafted communications guidelines and brand management methodologies: voice technology. The rise of voice assistants, voice-controlled devices and 24-hour a day, on-demand voice content is going to stretch even the most agile marketing organisations as they are forced to re-examine what their brand’s tone-of-voice really means to them.

This is a new world where your computer, mobile, home electronics, home automation, security and even your car are going to be voice-controlled. From a consumer point of view, this means that , in the near future, product discovery, pre-purchase research, second opinions, price comparison, buying transactions, user manuals and after-sales service will all be enabled by voice automation, voice content and AI-powered voice.

Continue reading this story on the Spot On blog.


November 28, 2017
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Much is being made of Amazon’s Alexa voice recognition technology and the voice platform’s ability to recognise speech and respond to voice requests. Early adopters of Alexa assistants seem to be delighted with the ease at which they can discover new content, control other devices. participate in interactive content and make onlin purchases. However, the best is probably still to come. As artificial intelligence (AI) develops further and leverages other technologies, digital assistants are likely to begin anticipating your needs rather than simply serving them efficiently.

Could artificial intelligence powered digital assistants, such as Alexa, take de facto control of your daily routine? And, if so, how much influence could they wield over your brand choices?

Continue reading this story on the Spot On blog.