December 20198 IN MYV EWBY HAYMANS FUNG, CMO, SUN LIFE HONG KONGAI IS A CRITICAL STEP IN QUEST TO HUMANIZE CUSTOMER SERVICEAsk someone to think about AI, the first image that many people conjure is machines taking over the world. There is a fear and underlying insecurity that we humans will one day be rendered irrelevant and immaterial by machines of superior intelligence.One million people in Hong Kong could lose their job to AI over the next 20 years, noted a recent study by The One Country Two Systems Research Institute. The report estimates around 28 percent of the total of 3.7 million jobs in Hong Kong are vulnerable to automation.Hence there is a backlash against AI, robotics, and the unstoppable trend of automation. While technologies like chatbots, voice assistants, and AI-powered apps promise massive time savings and new levels of productivity and efficiency, people still argue how humans prefer human interaction over say a chatbot.But hold that thought. Ask most people on the street if they prefer talking to a human or a chatbot ­ most will invariably reply a human. The point to hammer home here is that chatbots, AI and voice assistants like Siri and Alexa are here to replace humans. They are designed to assist, to support and enhance our capabilities and our lives. Painful voice and web experiencesIn the past, we've had automated voice recognition systems that test the patience of a saint. While on websites there's the usual link to the extensive but un-navigable FAQ. There are times I've lost the will to click and want to ask a human. While at other times I'm quite happy finding my answers in my own time. To go human or bot? It all depends on the context, on the specific situation and also on the individual's preference. Currently, there's still disconnect for many marketers when trying to automate basic tasks but also provide that high-touch customized and more human experience.Enter conversational AI and a company called AutoMat that provides natural language processing with machine-learning algorithms to create conversational marketing tools such as intelligent chatbots. During a recent trip to Montreal, I had the opportunity to meet and experience several AI technologies at work. Instead of being bombarded with discount or `special offer' banners and animated Gif images on your Facebook or your mobile browser, imagine being asked: "how's your day?" or "what's top of your to-do list?" As I interacted with one chatbot demo, conversations began and at the same time a journey of discovery. For the bot, it was trying to figure my age, my skin type, my preferences, while for me, I was intrigued by where this conversation was leading.Through this fleeting conversation, I was able to do a complete remote skin diagnostic and analysis which the chatbot used to then recommend products to best suit my specific needs. Companies such as global cosmetic brands are using such platforms to create end-to-end engagement journeys on Facebook Messenger or their website right through to the point of sale. A customer can get his or her custom skincare treatments from the comfort of the home or while on the move.Haymans Fung
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