What are Failed Examples of Artificial Intelligence?

Polle de Maagt appears to be a young easy going Dutchman who followed his heart to Ghent and built up most of his experience at Trendwolves, a Belgian trend watching agency and at the Dutch/Belgian advertising agency Boondoggle.

He now freelances his way around clients like KLM and Nike trying to make brands walk their talk.

Failed artificial intelligence

He hits off his Stima presentation by illustrating the increasing disappointment of customers with digitalization by showing fail after fail.

And the embarrassing situations some brands put consumers in, speak for themselves. Point taken: it seems like “companies are merely simulating the ability to understand customers instead of actually interacting.”

This starts with an automatically triggered confirmation mail and ends with a chat bot that’s just endlessly wasting your time when it turns out the bot doesn’t speak ‘human’ that well…

Polle de Maagt didn’t prophesize an almighty answer, but he did show an excellent example of handling mass conversations on a personal level.

For KLM he managed for them to handle conversations on a medium that’s already very close to their customers: Facebook Messenger (no new app download needed!).

With KLM on Messenger they can push strictly administrative information, like a delay on your flight, directly with a bot, live at exactly the time when you need this kind of information.

Within that same medium they’ve built in not only the possibility for human intervention when asked any other question the bot can’t handle, but also the artificial intelligence so that the bot learns from the answers given by the support agent.

This way frequently asked questions can be handled faster and at a decreasing cost on the long run.

I think this is a great way of bringing common sense in a data driven communication process, that’s also very close to the customer’s natural environment.