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NEWS: 'Digital human' tech to showcase Kiwi innovation globally (NBR)

NBR has featured an interview of Vodafone’s Helen van Orton - Customer Operations Director - about why they’re using FaceMe’s Digital Human platform to evolve their customer experience.

Excerpt from NBR:

A new “digital human” customer service system won’t replace Vodafone’s humans but will display Kiwi innovation on a global scale.

Vodafone will be the first global telecommunications company to launch what it calls an Intelligent Digital Human (IDH), powered by New Zealand technology company FaceMe. The IDH, whose identity will be revealed in the coming months, will enable customers to benefit from self-service options and free up time for staff to address more complex customer needs.

Watch the full feature above.

Original video supplied by NBR.

BLOG: Shifting the dialogue beyond business

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Danny Tomsett, CEO FaceMe. Marie Johnson, Centre for Digital Business.

“Artificial Intelligence will be central to solving humanity's grand challenges. Solutions to pressing problems related to health and wellbeing, education, energy, environment, and other domains can be found by capitalising on the unprecedented quantities of data and recent progress in emerging AI technologies.”

Read more here

MEDIA RELEASE: Digital humans will be showcased in Sydney at CEBIT 2018

FaceMe, creators of the first human-like interface powered by artificial intelligence (AI) to be used in Australasian banking, will be at CEBIT 2018 from15-18 May to showcase digital humans. FaceMe, who believes digital humans are the future of banking, will have a stand that enables 15 000 attendees of APAC’s largest and longest running B2B technology exhibition to interact with what they call a ‘Digital Assistant’.

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60% of financial institutions are currently investing in robotics; and AI will be a $52 billion market by 2021. But now that we’ve gone digital, what will influence customer loyalty? “The future of banking will be about experience and not products,” believes Danny Tomsett, CEO of FaceMe. The company’s vision for banking is to “make digital banking more human” via its artificially intelligent Digital Assistant platform. 

71% of financial institutions believe that AI is capable of becoming the face of their brand. At CEBIT, FaceMe will showcase their technology at a kiosk set up for attendees to have a chat with their Digital Assistant Sophie. They will be able to interact with the Digital Assistant about a loan for something special; or even just to ask them about themselves (including their ability to recite poetry!).

In the USA earlier this month, one of FaceMe’s AI-powered Digital Assistants led the keynote speaker at a national Fintech conference through an interactive personal banking experience. The Digital Assistant demonstrated recognition and knowing the customer; showing value and individualisation and complete natural language understanding – as natural, infact, as talking to your bank manager – except this one is available 24/7 across any channel.

Nick Sokolich, VP Sales at FaceMe, adds: “The fintech revolution is here, and the way in which clients manage, spend, invest, share and borrow money has well and truly gone digital. But as much as this standardisation represents progress, it also represents risk. If everyone has gone digital – and if every conversation we have is digital – how do we differentiate or influence the customer experience? Businesses need to ask themselves: can our platforms be friendly? Can our platforms provide a unique, personalised service? Can our platform smile?”

To date, FaceMe has brought this experience to life over mobile, browser, phone and kiosk; and has been working with early adopters including market leaders across banking, Government and telecommunications.

 

NEWS: AI Forum report: Only 10% of jobs will be lost to AI

CEO Danny Tomsett being interviewed by Newshub reporter

CEO Danny Tomsett being interviewed by Newshub reporter

FaceMe is riding that AI wave - building digital humans for telecommunications companies, governments and banks.

"When we first started there was a lot of curiosity and as people interacted, we started seeing that this experience started creating things like happy emotions and excitement and fun," said the company's CEO, Danny Tomsett.

Read the full article and watch the video here.

MEDIA RELEASE: FaceMe’s CEO will speak at IBM Think 2018

30 April 2018

Could Digital Employees be the future of banking?

The theme for IBM’s Think Australia and Think New Zealand this year is “Where technology meets humanity”. The events will “celebrate and elevate the ideas that will change not only the world of business, but the world at large.” One of these ideas, presented by FaceMe and ASB Bank, is the idea that digital employees could change banking as we know it today.

 
Danny Tomsett, CEO of FaceMe

Danny Tomsett, CEO of FaceMe

“By 2020, customers will manage 85 per cent of their business relationships without interacting with a human. But with a large portion of companies focusing on standardisation FaceMe believes individualisation and a company’s ability to make digital conversations more human will differentiate companies in the future,” believes Danny Tomsett, CEO of Artificial Intelligence company FaceMe.

At Think, Danny will discuss FaceMe’s belief that customer experience will be the currency of the future. In the USA earlier this month, one of FaceMe’s AI-powered Digital Employees led a customer through an interactive loan application process. This Digital Employee demonstrated recognition and knowing the customer; showing value and individualisation and complete natural language understanding – as natural, infact, as talking to your bank manager – except this one is available 24/7 across any channel.

At the NZ tech event, ASB’s Leigh Angus, Head of Innovation and Commercialisation at ASB, and Danny Tomsett, CEO of FaceMe, will share about the “Josie experiment”. Josie is ASB’s digital assistant designed to help their teams support small-to-medium (SME) NZ business owners. Together Leigh and Danny will, on stage, have a “conversation” with Josie, including asking her about her role at ASB.

Josie was the first human-like interface powered by artificial intelligence (AI) to be used in Australasian banking and was created through a partnership between ASB and FaceMe. She was designed to assist SME business owners when setting up a business.

“Digital Employees represent the future of banking,” believes Danny. “The fintech revolution is here, and the way in which clients manage, spend, invest, share and borrow money has well and truly gone digital. But as much as this standardisation represents progress, it also represents risk. If everyone has gone digital – and if every conversation we have is digital – how do we differentiate or influence the customer experience? We believe the answer is in humanising digital conversations.”

“Experience is everything, and to get it right, we’ll need to capture the best human qualities and integrate these with digital. Having all the bells and whistles on a digital platform doesn’t matter as much to today’s consumer as the ability to deliver a friendly service, unique experience, and personalisation – in a manner that is convenient; knowledgeable and efficient (PWC, USA). Businesses need to ask themselves: can our platforms be friendly? Can our platforms provide a unique, personalised service? Can our platform smile?”

“Today’s customers expect to be able to use their voices in the comfort of their homes to request assistance. The future could see this extended to stores where digital employees will make the need to queue obsolete. They will use biometrics to identify customers and a memory of each past interaction to personalise future ones,” says Danny.

“Meeting consumers’ expectations is far more complex today than ever before; but there’s still huge strategic importance in customer experience and its impact on company culture, revenue growth and churn. It’s at the intersection of these two realities that there is a powerful opportunity to innovate,” concludes Danny.

“Digital Employees offer an empathetic, human-like interface which provides answers, handles requests, supplies information or simply connects clients to a key person across any and all channels, day or night. In short: the perfect employees and FaceMe can enable any organisation with a digital team to make this experience a reality.”

To date, FaceMe has brought this experience to life over mobile, browser, phone and kiosk; and has pilot customers across banking, Government and telecommunications.

Watch our About FaceMe video here

 

NEWS: Digital officer backs up the human side of Auckland airport biosecurity

Westpac’s Innovation Fund supported the development of Vai for MPI, while FaceMe, a New Zealand-based company specialising in AI, developed the technology.

Vai was built using FaceMe’s digital employee platform which offers companies customised Digital Employees, and with training, these ‘employees’ can offer personalised service using natural language.

FaceMe’s avatar technology uses biometrics to learn human interactions and will interact accordingly to ease the customer’s experience.
 
“Digital Employees also learn from every past interaction to sharpen and perfect their skills,” says FaceMe CEO and winner of the Sir Richard Branson Virgin Business challenge, Danny Tomsett.

“Vai is highly conversational and has been trained through every interaction, as well as data available on the website. She embodies the AI experience with human like qualities, including a friendly personality and emotional understanding.

“Nothing can replace real human interaction and relationships but Vai frees up our officers’ time so they can deal with the really important aspects of their role.”

Read the full article here

NEWS: Auckland airport testing AI avatar services

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“New Zealand’s Auckland Airport is testing the use of an onscreen avatar to answer biosecurity questions from travellers in a bid to reduce the workload of airport officials,” writes Aaron Tan in an article for Computer Weekly.

“Dubbed Virtual Assistant Interface (Vai), the artificial intelligence (AI) powered avatar offers answers to common questions such as what food items need to be declared for inspection, as well as directions around the airport.”

The idea is for Vai to take some of the load off MPI officers during peak times by assisting staff with answering queries. This is about using technology to allow officers to focus on their important role of keeping pests and diseases out of New Zealand,” said MPI detection technology manager Brett Hickman.

Read the full article here.

NEWS: The new face of customer service

Imagine a customer making a Skype call to your insurance company and being greeted by ‘Melissa’, your digital account manager. 

Melissa smiles and says, ‘Great to see you again, Jane. Are you calling about insuring your new laptop? 

'I noticed that you searched our site for information about adding a laptop to your policy last night. Or can I help you with something else?’ 

Once Jane confirms that she wants to set up a new insured item, the process is simple — Melissa takes her through a few easy steps, including biometric authentication to verify her identity and authority to make the changes. 

‘Great! I’ve just set that up for you!’ 

Beyond this interaction, Melissa is available 24/7 whenever Jane needs any further assistance. 

New Zealand-based AI technology company FaceMe can bring this experience to life via mobile, browser, phone and kiosk, and it’s gaining momentum. 

Read the full article here

NEWS: New DHS citizen experience chief: automation will lead to more ‘human’ services

Image Source: The Mandarin

Image Source: The Mandarin

The Department of Human Services has a new “chief citizen experience officer” who hopes digital transformation can bring relief to both disgruntled clients and frazzled frontline staff, but the government continues to send mixed messages about its priorities in the portfolio.

The department hopes digital assistants that can help customers directly as well as act as decision-support tools for frontline staff will be game-changing technology.

The Australian Digital Health Agency is now working on a proof-of-concept for its own virtual assistant to help users apply for e-health records, iTnews reports, based on the FaceMe platform.

Read the full article here