Any truly important technology creates fear and uncertainty. By this measure AI is going to become truly significant. However to achieve this we must close the cognitive concept gap.

1. Augment
Human
the
Richard M Marshall, PhD
General Manager, Scotland
richard.marshall@chelsea-apps.com
@rmmarshall

2. Any significant new technology creates fear and panic.
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3. Contents
1. Technology as a multiplier
2. Cognitive Concept Gap
3. Where are the biggest gains?
4. The moving parts
5. Learning and teaching
6. Character and style
7. Getting started
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4. 1. Technology as a multiplier
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5. Yet the market is still very immature
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6. There are innumerable, amazingly powerful toolkits
available.
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The question is, what to build?

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The Cognitive Concept Gap
AI Platform Services

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AI turns the conventional model upside down:
the computer learns how to work with the user,
not the user learning arcane software interfaces.

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Repetitive tasks offer the biggest
gains from human augmentation.

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Box Skills finds files for you – by
content, type and usage pattern.
Spot predictable work
patterns and automate.
Gmail Smart Replies figures out
the most likely replies for you.
Robotic Process Automation (RPA)
identifies repetitive manual processes
and makes software to do it faster.

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80% of contact center calls are for the same
set of well-known, simple topics.
Let the bots handle the common cases
and leave humans to focus on the unusual.

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NLP - Natural Language Processing
Extracts actions (“intents”) from written language
NLG - Natural Language Generation
Creates written language from a data source,
usually driven via templates.
Voice recognition
Converts human voice into either written
language or directly extracts intents from
spoken instructions.
Voice generation
Converts written text into spoken words,
ranging from basic to fully nuanced.
Knowledge modelling
Structures complex information and data into
models that allow algorithmic intelligence to
operate on it.
Vision
Ability to make sense of an image, usually
identifying the things and people it contains.
Chatbot Frameworks
Orchestrates conversational flow, using other
components as required. Advanced systems can
manage multi-channel flows.
4. The moving parts, well some of them
Machine Learning
Absorbing information and identifying patterns, at
the base of many other parts.

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5. You have to teach machine learning systems

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6. What is your smart personality?
Your brand expands into conversational style

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Superficial customer enhancements,
immediate, small benefits, learnings.
CX EX Logic Services Data
Improved employee productivity,
immediate, significant benefit and learnings.
Dramatic changes to your business through analytics,
predictions and algorithms: huge competitive advantages.
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7. Where to start the drive to be AI to the core?

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A simple tool to identify the priority operations
Operation frequency
Operationcost
Augment these first
High frequency, high cost operations

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AI Challenge Workshops: A Proven Method
The Five Day Challenge
MAP
MON
SKETCH
TUE
DECIDE
WED
BUILD
THU
TEST
FRI
AI Challenge Workshops
Workshop for business and
technical staff, assessing the
opportunity for AI within the
business: identify use cases,
assess the business benefit,
map out the and interactions,
create value propositions, and
prioritise based on business
value.

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Come in for a cup of tea,
a Tunnock’s and a chat.
Augment the Human
Richard M Marshall, PhD
richard.marshall@chelsea-apps.com
www.chelsea-apps.com
@rmmarshall