Page 296 - The Design Thinking Playbook

If not solvable, transfer
Direct, neutral conversation to operator

Questions
Transfer
VIRTUAL
Answer and ASSISTANT
confirmation Self-learning center
Manual AGENT
Dictionary
USER for answers
Knowledge
and rules Learn from the answers of the
Confirm problem by operator
asking questions For which customer interactions should we rely on artificial
intelligence?
Networked with Automated action
system/database (e-mail, etc.)
AI tries to imitate human behavior when solving tasks. This implies
that AI is capable of learning from its own observations and the exist-
ing data (e.g., interactions) to solve future tasks with the knowledge
gained. One property of AI is that unstructured data such as text,
language, and images—in other words, human communication—
What is my
baggage allowance? Example of a simple question Your baggage allowance is 23 kg. can be understood. In addition, the intelligence is increasing over
99% security— time, because AI considers feedback from past decisions for future
This question is automated. decisions. Compared to humans, AI not only decides more quickly and
precisely, it is also able to take into account much larger amounts of
context information. For us, this means we can transfer activities that
follow a specific pattern to the machine when designing customer
interactions. We deploy people only where specialized, nonroutine,
Example of a more difficult question
I have 0.5 kg too much. Can
I still fly? Because you are a valued and emotionally demanding tasks require it.
74% security— customer, we allow you to
This answer transport up to one kilogram more
is recommended by the operator. for free in this case.
Have a good flight!

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