An AI system to rescue frustrated air travelers.

Let’s put an end to air traveler frustration. Images of chaos like this airport scene are a common occurrence when a deviation from normal operations strains or overwhelms airline personnel. Deep Self-service Deep self service is equipping airline passengers to do what an airport agent can do. While web pages or apps are great for consuming information they are not an ideal user interface for dynamically exploring options. Changing just one element of a travel itinerary, for example, requires selecting it on the page, then submitting it to get the updated results. Another change, another submit. If an airline wishes […]

5 Strategic Recommendations for Your AI Chatbot

5 Strategic Recommendations for business people who are considering deployment of a natural language chatbot. Have you have heard about “the one thing” productivity hack? If not, it’s the ONE Thing you can do such that by doing it everything else will be easier or unnecessary. Chatbots too, have ONE thing. I’ll get to that in a minute but first, some backstory. We built a natural language chatbot using IBM Watson. IBM has a solid suite of tools, cognitive services, and cloud infrastructure required to build sophisticated AI-powered applications. A chatbot is one such application. As we got familiar with […]

An Aviation Blockchain Model

An aviation blockchain platform could unify the fragmented aviation ecosystem, reduce costs, eliminate data silos, and equip network participants with new capabilities. In the current environment, each entity that touches the aircraft—a stakeholder—maintains its own database which is generally not connected to the others. A single aircraft can have records scattered across all these touch points. Maintenance records in one or more maintenance provider databases; registration at the F.A.A.; title, liens, insurance with their respective organizations, etc.. It’s an expensive and inefficient system that doesn’t easily provide a picture of an airplane’s history. This is especially true in general aviation, […]

AI Will Change the Customer Experience: A Look 5 Years Forward.

Five years from now we’re just going to ask Siri, Alexa, and company to do it. All. Our smartphone apps will primarily become behind-the-scenes gateways to what we want instead of being the user interface they are today. It’s already happening. While enjoying lunch at a New Hampshire restaurant I leaned forward toward my phone, which was on the table, and spoke “Hey Siri, how long will it take me to get home?” (New York City.) Siri replied “the traffic to home is light, so I’m estimating 4hrs and 29 minutes via I-84 west.“ No touching the phone, no launching […]

Private Jet Charter Chatbot “Air Charter Amy”

In late summer 2017 we launched Air Charter Amy. A first-effort chatbot that helped us understand conversation flow and the user experience. Voice bots are the future and we have since moved on to an AI-powered, fully conversational successor. Rules-based bots like Amy continue have a role in the chatbot landscape. If you are considering one you may find our experience building Amy to be informative and helpful. Better early than late. Blue Nile, the jewelry website, was founded in 1999 when ecommerce was a new and pretty crude experience. Today it’s the #1 jewelry site. For chatbots and A.I. […]

Jumping The Curve

Jumping The Curve In Twelve things I learned from Steve Jobs, Guy Kawasaki talks about jumping the curve. The curve is being in the right place at the right time. In 2017, the right place and time is artificial intelligence. Using consultants or analytics to determine KPIs will soon be replaced by AI figuring it out and adapting business processes on the fly. So we are jumping the curve, shuttering Scormi-the-app, and starting work on a virtual agent for a different vertical. That said, it was an enlightening exercise… In 2016 we built a customer service analytics proof of concept application. That […]

The Impact of AI and Automation Technology on Work

Automation technology can both augment and replace human activities.  A McKinsey study finds that 45% of work activities could be automated using already demonstrated technology. In the United States, these activities represent about $2 trillion in annual wages. Add natural language processing technology and this figures jumps to 58%. What’s new and exciting are the possibilities from combining automation tech with artificial intelligence. Applying AI expands the use case universe beyond simple repetition and rules-based applications . It took a decade for the Internet to transform the retail and travel industries. It’s a good bet that AI and process automation will […]