Have you heard the latest buzz from our DigiLab Hackathon winners?

The innovative LiveHive project was crowned winner of the Sopra Steria UK “Hack the Thing” competition which took place last month.

Sopra Steria DigiLab hosts quarterly Hackathons with a specific challenge, the most recent named – Hack the Thing. Whilst the aim of the hack was sensor and IoT focused, the solution had to address a known sustainability issue. The LiveHive team chose to focus their efforts on monitoring and improving honey bee health, husbandry and supporting new beekeepers.

A Sustainable Solution 

Bees play an important role in sustainability within agriculture. Their pollinating services are worth around £600 million a year in the UK in boosting yields and the quality of seeds and fruits[1]. The UK had approximately 100,000 beekeepers in 1943 however this number had dropped to 44,000 by 2010[2]. Fortunately, in recent years there has been a resurgence of interest in beekeeping which has highlighted a need for a product that allows beekeepers to explore and extend their knowledge and capabilities through the use of modern, accessible technology.

LiveHive allows beekeepers to view important information about the state of their hives and receive alerts all on their smartphone or mobile device. The social and sharing side of the LiveHive is designed to engage and support new beekeepers and give them a platform for more meaningful help from their mentors. The product also allows data to be recorded and analysed aiding national/international research and furthering education on the subject.

The LiveHive Model

The LiveHive Solution integrates three services – hive monitoring, hive inspection and a beekeeping forum offering access to integrated data and enabling the exchange of data.

“As a novice beekeeper I’ve observed firsthand how complicated it is to look after a colony of bees. When asking my mentor questions I find myself having to reiterate the details of the particular hive and history of the colony being discussed. The mentoring would be much more effective and valuable if they had access to the background and context of the hives scenario.”

LiveHive integrates the following components:

  • Technology Sensors: to monitor conditions such as temperature and humidity in a bee hive, transmitting the data to Azure cloud for reporting.
  • Human Sensors: a Smartphone app that enables the beekeeper to record inspections and receive alerts.
  • Sharing Platform: to allow the novice beekeeper to share information with their mentors and connect to a forum where beekeepers exchange knowledge, ideas and experience. They can also share the specific colony history to help members to understand the context of any question.

How does it actually work?

A Raspberry Pi measures temperature, humidity and light levels in the hive transmits measurements to Microsoft Azure cloud through its IoT Hub.

Sustainable Innovation

On a larger scale, the data behind the hive sensor information and beekeepers inspection records creates a large, unique source of primary beekeeping data. This aids research and education into the effects of beekeeping practice on yields and bee health presenting opportunities to collaborate with research facilities and institutions.

The LiveHive roadmap plans to also put beekeepers in touch with the local community through the website allowing members of the public to report swarms, offer apiary sites and even find out who may be offering local honey!

What’s next? 

The team have already created a buzz with fellow bee projects and beekeepers within Sopra Steria by forming the Sopra Steria International Beekeepers Association which will be the beta test group for LiveHive. Further opportunities will also be explored with the service design principle being applied to other species which could aid in Government inspection. The team are also looking at methods to collaborate with Government directorates in Scotland.

It’s just the start for this lot of busy bees but a great example of some of the innovation created in Sopra Steria’s DigiLab!

[1] Mirror, 2016. Why are bee numbers dropping so dramatically in the UK?  

[2] Sustain, 2010. UK bee keeping in decline

How Queen can teach us about Customer Expectations in the Digital Age

“I want it all, I want it all, and I want it now!”.

Little did Freddie Mercury realise back in 1989 how prophetic his lyrics would be in describing the future of customer expectations. Although it’s likely that this subject wasn’t at the forefront of his thinking as Brian May penned the track, it did touch on the themes of ambition and social upheaval, both of which are highly relevant in today’s complex and constantly changing service landscape.

The fact is that the average customer in 2017 expects more, and this is increasingly the case within the younger age groups. Younger service consumers have grown up in an age where the Internet has always been a thing, apps are part of everyday life, and the ability to Snapchat an image to your friend two thousand miles away and get an instant response is not only possible, it is expected. Technology has, to all intents and purposes, liberated us from the shackles of conventional communication.  We can now speak to our friends and family pretty much anywhere and at any time, using an array of services to get the job done.  The rise of instant messaging via SMS and subsequent evolution to asynchronous messaging via apps such as WhatsApp and Facebook Messenger have changed the way in which people communicate, at a fundamental level.

Over time, these technologies have become the new normal, and they continue to evolve. A perhaps unexpected implication of this is the change in expectations that customers have of their service providers. For many it feels jarring to switch from a seamless and frictionless conversation with a friend via WhatsApp to then have to call, for instance, a retailer’s customer service helpline, using the actual phone bit of their phone, deal with the automated response system, wait in a queue and then have to speak to a real live human in an effort to get what should, in theory, be a relatively simple piece of assistance. The immediacy, convenience and ‘always’ on nature of app-based services and mobile communications technologies has given customers a taste of the future; namely autonomy.  Instant access to what you need, when you need it and via the channel of your choice is rapidly becoming the new normal for large swathes of the population.

Research bears this out.  A recent UK survey of one thousand consumers showed that 65% were happier using chat services to talk to businesses than five years ago, and that 68% would rather use chat than either email or phone. This is a trend that is only going in one direction as the consumer demographic is populated by increasing numbers of young and technologically savvy folk who would think nothing of flitting between a conversation with their BFF in one instance and their mobile phone provider support desk in another, on Facebook Messenger, in real time.  On the bus.  At midnight.

In short, the very existence of these emerging technologies is making us, as people, more impatient, more selfish, and increasingly demanding, and this is starting to rub off on how we approach our service providers. If you are providing your customers with any kind of digital experience, whether this be via Web or Mobile, people now simply expect an experience similar to that obtained elsewhere within the digital domain. But let’s be real here for a moment. Providing a service normally reliant on people that can simultaneously tick those boxes of ubiquity and immediacy is, quite frankly, a real challenge.

Availability of people and skills to service your customers will always be a constraint, and simply adding new channels only compounds this issue.  The advent of useful Artificial Intelligence, however, will address this constraint. Intelligent bots to augment chat, messaging and voice channels can provide your existing workforce with the additional manpower (botpower?) needed to bridge the experience gap between ubiquitous immediate access to assistance, and sitting in a call queue.  These bots won’t replace your human workforce, but they will work alongside them to do the initial triage, understand and respond to common questions, route enquiries to the appropriate team or, in time, enable real-time transactional processing (e.g. buying a train ticket).

As a service provider, if you don’t respond to this challenge, you will be ignored.  It takes less than a nanosecond to close an App and go elsewhere, and probably only slightly longer to make the decision to do so, when the experience does not meet expectations. Adding friction to your engagement processes will push customers away, and it is simply not an option to do nothing. If your business fails to respond to the roll-call of providing a seamless digital customer experience, you will get left behind, and possibly quicker than you might think.

So when you’re thinking about how to encourage your customers into your digital embrace, think of Freddie Mercury and remember his primal scream; “I want it all and I want it now!”.

What do you think? Leave a comment below or contact me by email.

Artificial intelligence customer experience design: the frictionless theme park?

Many theme parks offer an additional paid service that provides a virtual queuing bot that gives the paying customer immediate access to a ride during an allocated time slot with minimum fuss. This can deliver a smoother customer experience while enabling the park operator further monetisation opportunities through differentiated ticket prices.

But such services are not perfect. For example, like real queues, virtual ones can still get filled up (so reducing availability of time slots), a customer can’t simply change their mind at the last minute and expect an alternative ride to be available at the same time and many of these systems don’t reflect other dynamic factors that could affect ride enjoyment like poor weather.

So how could Artificial Intelligence (AI) potentially address these challenges? Here are some ideas…

One opportunity is to apply retail thinking to personalise the end to end experience – via mobile, an AI could suggest rides to visit throughout the day based on a customer’s social media updates, current and expected volume/demand for an attraction and forecast weather. In “the background” (i.e. the Cloud), the AI is constantly analysing customer behaviour in the park to drive these suggestions to help manage the people flow through different areas and rides to minimise friction for all. This capability could also enable the operator to offer on the spot additional services (like offering the chance to immediately access any roller coaster ride for a small charge) to further delight and surprise a customer during their visit.

Conversely, such an application of AI may be counter to what an operator wants to offer – after all, exciting theme park experiences come from customers being spontaneous when choosing their next desired ride or attraction. Accepting such unlimited freedom is not possible – this still leaves the risk of friction (like boredom) when a customer is waiting for the next experience to become available. An AI could turn this “dead time” into an experience in itself – using it as an opportunity to send personalised media content and offers to a customer’s mobile or tablet to consume while queuing for a ride. Alternatively, the AI could create social events for people in the park to interact with each other like mobile gaming competitions or dating. Such services could also be linked to third party promotions to generate further revenue for the theme park operator.

These illustrative use case ideas are based on one key assumption – most customers visiting a theme park at the same time will follow the guidance or direction given by an AI consistently, even when it results in a lesser personal experience than intended (but results in all participants gaining mutual benefit). This notion that AI can effectively influence human behaviour at scale in one place (like a theme park) is a major challenge for Artificial Intelligence Customer Experience Design.

If you would like more information about how artificial intelligence can benefit your business, please leave a reply below or contact me by email.

AI Empowered retail roles: the new competitive advantage?

A Retailer can potentially use Artificial Intelligence (AI) to empower its people to analyse, transact and crucially sell faster and smarter to customers than its competitors. So, what might these jobs look like? Here are some ideas…

“Fixers” – Retailers are always looking to optimise their supply chain costs while improving the customer experience. A key pain point is last mile logistics – the need to offer increasingly timely, flexible delivery of goods to individual customers while maintaining the right economies of scale on distribution to achieve margin. A Fixer – possibly a third-party platform service provider – bids for and delivers instant solutions to solve these daily challenges. Their unique ability to use AI to continually optimise delivery routes and facilitate the sharing of local stock between Retailers (often competitors) to satisfy customer demand 24/7 places them at the heart of the Retail Sector in 2020.

“Instore Experience Trainers” – AI doesn’t innovate by itself; this advantage comes from people teaching or training it to deliver delightful and compelling customer experiences on any channel. An Instore Experience Trainer is someone who spends their working day testing different AI driven experiences from different Sectors and then uses this emotional insight to teach an Artificial Intelligence capability new ways to better engage customers instore – rapid human innovation scaled to differentiate thousands of individual customer interactions with a specific Retailer.

“AI Scanners” – As Artificial Intelligence grows so too does the opportunity for competitors to use it to analyse a Retailer’s offerings for strengths and weaknesses. An AI Scanner is monitoring daily how customers are engaging a Retailer’s Artificial Intelligence to identify such behaviour and its source to enable a proactive response to protect market competitiveness.

If you would like more information about how artificial intelligence can benefit your retail business, leave a reply below or contact me by email.

Intelligent personal assistants: an opportunity for retailers?

Alexa is arguably the tipping point for intelligent personal assistants; with Amazon’s open source approach to sharing its app (“skill”) development capabilities the sky’s the limit for this new, disruptive form of natural language driven customer experience. But what could retailers make of this opportunity? Here are some ideas…

It’s not the hardware but the cloud analytics that matters

Critical to any retailer using an intelligent personal assistant to innovate their brand is that these use cases should primarily focus on the business outcomes from using its cloud analytics capabilities, not the front-end device itself.

A retailer, for example, could use Alexa to provide instore guidance to shoppers to help them find items or make simple queries, physical customer browsing behaviour captured in the cloud that when combined with online experiences enables deeper, more contextual forms of personalisation across all this retailer’s channels.

An opportunity to simplify (and risk of complicating) customer journeys

A unique strength of an intelligent personal assistant is that it has the potential to smartly rationalise customer queries and transactions – an opportunity to turn chatbots into compelling conversational experiences a customer would have a preference for using over engaging a person or using a digital channel.

But there remains a significant user experience design challenge for its natural language driven interface – at what point does the buying journey become too complex for this channel and risks increasing friction for a customer? Any form of customer experience that requires a customer to look at detailed product information or make comparisons between products could be difficult and hard to follow through spoken voice generated content alone.

Alexa’s use of APIs could enable a retailer to combine this channel with its mobile e-commerce site (or in-store tablets) for example to create a seamless, holistic experience where complex information is shared visually driven by a customer’s voice commands and smartly informed by Alexa’s AI.

Bricks and mortar as a truly experiential destination

Perhaps the most exciting thing about Alexa (and intelligent personal assistants in general) is the potential for them to create unique, personalised experiences instore – a direct, deep relationship between a customer and a retailer’s brand. And because its cloud driven this enables interconnectivity (IoT) with other instore technologies such as targeted digital signage, interactive mirrors, social media engagement and mobile point of sale.

If you would like more information about how digital transformation can benefit your retail business, leave a reply below or contact me by email.

Shopping with Artificial Intelligence: The frictionless family customer experience?

With Amazon, Facebook and Google all adopting an open source approach to development of their artificial intelligence (AI) services, what could this innovation mean for a family shopping on the High Street? Here are some ideas…

An end to Saturday morning parking mayhem – having to spend half an hour queuing to get into a shopping centre car park only to find out the only spaces left are on the hundredth floor can be a miserable start (and end) to a Saturday shop for the whole family.

An AI personal assistant could reduce the friction of this inconvenience by reserving a suitable car parking space at the shopping centre in advance, based on the family’s store preferences, accessibility requirements and other factors, like forecast weather. It can then send the reserved space location to the family’s in-car GPS and automatically pay for its ticket. The more an AI can effectively integrate or communicate with other systems the greater the convenience for customers.

No more bored kids looking at their mobiles – the family have spent hours traipsing from store to store failing to be engaged by any of these retail experiences. The kids are just itching to get their phones out to start socialising with their friends, and mum and dad are getting the feeling they are better off buying online.

An AI could transform the friction of this irrelevant customer experience by giving in-store products ‘personality’ –  a product can introduce itself using spoken voice to these customers (via a store branded mobile app for example), talk about its unique selling points and answer potentially any question about its suitability – all personalised using buying and social insights the AI has about the family. The more an AI can effectively apply analytics to create experiential, contextual shopping experiences, the more compelling and delightful bricks and mortar stores become for customers.

Empowered shopping without added wrinkles – So the family have found things they need and discovered lots of things they want, but mum and dad aren’t comfortable with uncontrolled spending across their bulging wallet of bank cards.

An AI could help remove the friction of this uncertainty by acting as a single channel for these customers to manage their disparate bank services in one place, giving on the spot advice about saving and spending to enable the right purchasing decisions and provide a secure, easy to use payment system using customer voice recognition (biometric authentication). The more an AI can create a platform that combines and simplifies a range of complex services; the better mobility customers have on the High Street – experiences that rival anything offered by online retailers.

If you would like more information about how digital transformation can benefit your organisation please contact the Sopra Steria Digital Practice.

 

The power of NLP: when David becomes Goliath

“Perhaps the biggest threat and opportunity organisations face is Natural Language Processing (NLP); where ever increasingly smart robots simplify transactions for customers.”

Yet the user experience of such intelligent personal assistants can at times feel underwhelming because they lack a sufficiently broad range of services versus other digital channels. Facebook M for example relies upon human trainers to complete more complex customer service tasks requested by users and Alexa utilises ‘skills’ – tailored apps such as Spotify. None of them appear to offer the same level of complete user freedom as using traditional web browsers to access any available content.

“Any organisation regardless of its size able to master NLP can potentially compete in previously unreachable or unscalable markets.”

One way these robots could overcome these limitations is to “learn” how to use NLP to access any digital service through its front-end without the need for any technical integration or human touchpoints. All transactions could then be consumed or simplified into one customer experience accessed by a single AI.

The implication for competitive advantage is that potentially any organisation regardless of its size that can effectively master these “platform on platforms” cloud capabilities will be able to compete in previously unreachable or unscalable markets

“In this “open season” competitive environment, NLP can enable an organisation to transform its relationship with an existing customer and steal new ones from competitors.”

One such service could be an AI that searches and buys the best priced goods from competitors from their own customer-facing channels (without their co-operation or collaboration) so empowering a customer to create their own “perfect basket” free from the constraints of only shopping with one brand. These competitors would still get revenue from these purchases but critically won’t have direct access to this customer relationship or loyalty – NLP is disrupting their competitive advantage by reducing their market power.

In this “open season” competitive environment, where switching costs are practically nil for customers, NLP can enable an organisation to radically transform its relationship with an existing customer and steal new ones from competitors – David becomes Goliath.

If you would like more information about how digital transformation can benefit your organisation please contact the Sopra Steria Digital Practice.