Autonomous Customers & SuperAgents. Dr Nicola J. Millard, Head of Customer Insight & Futures, BT Global Innovation Team

Our research and development activities. largest investor in R&D in the UK over past five years 3rd largest fixed line telecoms R&D investor in the world over past five years 3rd invested in R&D in 2013/14 £502m spent on R&D over the last five years £2.8 billion scientists and technologists employed worldwide 14,000 patents in our portfolio 4560 ©British Telecommunications plc

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 Would like video-chat to have a product demonstrated by an agent 74% Indonesia 52% UK 40% Belgium 45% Germany 56% Spain 78% China 81% India 71% UAE 57% USA 72% Singapore 71% Checked appearance before making a video call 34% Use YouTube first to research a new product or service 62% Brushed hair before making a video call 59% Would like to see the agent for complex queries 1 in 4 Use Facetime/Skype 2 or 3 times a week or more 63% Want to use video chat to communicate with organisations 52% USA % UK % USA 2013 Regularly watch videos for product information 38% UK 2013 Would like to video-chat with organisations USA 2013 USA % 32% UK % 36% UK 2013 Source: Davies/Hickman (2015), The Autonomous Customer, BT/Avaya

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

BT Personalised Video as a Service is like mail merge for video Case study: Personalised Video as a Service. += 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: 400% increase in loan sales X2 Open rate X9 Click rate 16% watch video 50% replay video within a day 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.

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

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

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

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

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

Robots with Attitude! Copyright BT Global Services, 2015

Humanoid Robots: a solution or just plain creepy?.

The Uncanny Valley.

The Singularity is Near – Man and Machine Merge

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

Thank you! Dr Nicola J. Millard, Head of Customer Insight & Futures, BT Global Innovation Team