Panel | AI: Enough blue-sky thinking! What’s practically happening and where can you start?

Summary

The panel discussion, hosted by Nick Malun, delves into the practical applications of AI in business with a focus on personalization and efficiency. Panelists from various AI-driven companies share insights on leveraging AI for customer experience enhancement, operational efficiency, and innovative problem-solving. They emphasize the importance of integrating AI to streamline workflows and the potential of AI to transform business processes, while also discussing the balance between automation and job preservation.

Takeaways

• 😀 The panel discussion focused on AI, hosted by Nick Malun, who introduced the panelists and set the stage for a conversation on artificial intelligence.
• 👥 The panelists included Amber, head of product management at Do Digital, Rosie, CEO and co-founder of Nibble Technology, and Ali, a computer science graduate and Magento Tech lead at Altis.
• 🤖 AI is being used in various capacities, with many in the audience already utilizing AI tools, and some experimenting with multiple large language models (LLMs).
• 🛍️ Personalization is a key area where AI is making a significant impact, particularly in e-commerce and marketing, with predictive analytics and product recommendations being highlighted as valuable tools.
• 💬 Rosie emphasized the shift from cohort-based personalization to one-to-one personalization, which is enabled by AI, and how this can enhance customer service and experiences.
• 💡 Ali discussed the importance of AI in e-commerce operations, suggesting that AI can help streamline processes and reduce manual workload, ultimately improving operational efficiency.
• 📈 AI is not just about cost savings; it's crucial to focus on enhancing customer experiences and making life easier for them, as emphasized by Amber.
• 🏢 Rosie shared a real-world example of how AI can be used to clear excess stock without deep discounting, by using a chatbot to negotiate prices, thus protecting brand value and margins.
• 🌐 The panel touched on the broader implications of AI, including the potential for job displacement and the need for businesses to adapt and leverage AI to stay competitive.
• 🔍 The panelists encouraged the audience to explore AI tools, experiment with different LLMs, and consider how AI can be integrated into their businesses to solve specific problems and improve processes.

Q & A

Who is the host of the AI-focused panel at the technical track?

The panel is hosted by Nick Malun, a customer success manager at JH and an AI enthusiast.

What is Amber's role at do digital?

Amber is the head of product management at do digital, leading a team focused on building products that customers love.

What is Rosie's position at nibble technology?

Rosie is the CEO and co-founder of nibble technology, a company that develops a chatbot for price negotiations in e-commerce and B2B environments.

What is Ali's professional background and current role?

Ali is a computer science graduate who started her journey at Altiscare as a Magento Tech lead, where she continues to work on various AI projects.

What is the main topic of the panel discussion?

The main topic is about how businesses can get started with artificial intelligence and the practical applications of AI in various industries.

What does Amber discuss regarding AI and personalization in e-commerce?

Amber talks about the importance of personalization in e-commerce and how AI models, such as predictive analytics and product recommendations, can enhance customer experiences by tailoring offers and suggestions based on customer behavior and preferences.

What is Rosie's perspective on the shift from cohort-based to one-to-one personalization?

Rosie believes that the shift from cohort-based to one-to-one personalization is driven by advancements in AI, allowing for a more personalized and empathetic customer service experience, akin to having a top-notch call center agent available at all times.

What real-world use case does Rosie provide about AI in e-commerce?

Rosie shares a story of a client who used nibble technology's chatbot to clear excess stock without resorting to deep discounts, thus protecting the brand's value and margins.

How does Ali view the role of AI in e-commerce operations?

Ali sees AI as an assistant that can streamline operations, reduce manual workload, minimize costly mistakes, and enhance overall operational efficiency, particularly in areas that are often overlooked, such as inventory management and order fulfillment.

What is the panel's consensus on the impact of AI on jobs, particularly in call centers?

While there is acknowledgment that AI may lead to some job losses, particularly in call centers, the panelists also note that AI is more about augmenting human capabilities rather than outright replacing jobs. It is suggested that AI can handle repetitive tasks, allowing human workers to focus on more strategic and productive activities.

What advice do the panelists give for businesses looking to integrate AI into their operations?

The panelists suggest that businesses should start by writing an AI policy, exploring the tools available, focusing on enhancing customer experiences, and being imaginative in solving specific business problems with AI. They also emphasize the importance of gathering feedback and iterating the process to improve the integration of AI.

Outlines

00:00

😀 Introduction to the AI Panel Discussion

The script begins with the introduction of a panel discussion on AI, hosted by Nick Malun, a customer success manager at JH. Nick is described as a passionate AI enthusiast and a talkative individual. The panelists include Amber, the head of product management at Do Digital, Rosie, the CEO and co-founder of Nibble Technology, and Ali, a computer science graduate and Magento Tech lead at Altis. The discussion aims to explore AI's role in personalization, e-commerce, and technology, with an emphasis on practical applications and experiences.

05:01

🤖 AI and Personalization in E-Commerce

Amber from Do Digital discusses the importance of AI in personalization, particularly in e-commerce and marketing. She highlights how AI models are used for product recommendations and predictive analytics, which can predict customer buying patterns and help businesses engage with customers more effectively. Amber emphasizes the value of personalization in enhancing customer experience and the role of AI in creating tailored experiences that save time and increase customer satisfaction.

10:04

💼 Real-World AI Applications in Business

Rosie from Nibble Technology shares a real-world example of how AI is used in her business to clear excess stock without deep discounts. Nibble's chatbot negotiates prices, allowing for individualized discounts that clear inventory without brand damage. Rosie emphasizes the shift from cohort-based to one-to-one personalization and the potential for AI to transform business processes, rather than just support human workers.

15:06

🛒 AI in E-Commerce Operations and Efficiency

Ali from Altis discusses the role of AI in e-commerce, focusing on operational efficiency. He mentions how AI can streamline repetitive tasks, reduce manual workload, and minimize costly mistakes. Ali also talks about the potential of AI to act as an intelligent assistant, transforming the way businesses interact with their systems and customers. He suggests that AI is not just about making humans more efficient but about transforming processes entirely.

20:06

🌐 Current Affairs in AI and Future Predictions

The panelists discuss recent developments in AI, such as Apple's partnership with Open AI and the potential for AI to improve personalization and user experience. Amber highlights Apple's approach to anticipating user needs and creating accessible AI tools. Rosie and Ali also share their thoughts on the future of AI, including its potential to transform various industries and the importance of data privacy and security in AI applications.

25:08

🚀 Practical Advice for Implementing AI

In the final segment, the panelists offer practical advice for businesses looking to implement AI. Amber suggests focusing on customer experience and leveraging existing tools, while Rosie emphasizes the importance of picking a problem and being imaginative in solving it with AI. Ali recommends writing an AI policy for businesses and exploring different AI tools to find the best fit. The panel encourages businesses to integrate AI throughout their operations and nurture its growth by gathering feedback and iterating on their AI strategies.

Keywords

💡AI

AI, or artificial intelligence, refers to the simulation of human intelligence in machines that are programmed to think and learn. In the video, AI is central to the discussion as the panel explores its applications in personalization, e-commerce, and business operations. For instance, Rosie mentions AI's role in chatbots for price negotiations, while Amber discusses AI's impact on customer experience and product recommendations.

💡Personalization

Personalization in the context of the video refers to the customization of products, services, or content to meet individual preferences. Amber highlights the importance of personalization in marketing and e-commerce, explaining how AI-driven predictive analytics can predict customer behavior and enhance the customer experience by offering tailored recommendations and re-engagement strategies.

💡Chatbot

A chatbot is an AI-powered conversational agent designed to interact with humans through text or voice. Rosie introduces her company's chatbot, Nibble, which uses AI to negotiate prices in e-commerce, particularly for clearing excess stock and facilitating B2B trade negotiations. This showcases how chatbots can be leveraged to automate and personalize customer interactions.

💡Predictive Analytics

Predictive analytics is a branch of AI that uses data, machine learning, and statistical algorithms to predict future outcomes. Amber discusses how predictive analytics can inform businesses about potential customer actions, such as when they are likely to make a purchase, allowing for more targeted and personalized marketing strategies.

💡E-Commerce

E-commerce refers to the buying and selling of goods or services using the internet, as well as the transfer of money and data to execute these transactions. The video emphasizes the role of AI in e-commerce, with examples including personalized product recommendations and chatbots for price negotiations, demonstrating how AI can enhance the online shopping experience.

💡LLMs

LLMs, or large language models, are AI systems designed to process and understand human language. The panelists discuss their experiences with LLMs, particularly Open AI, noting their accuracy and utility in various applications. Ali mentions experimenting with different LLMs for embedding into their technology, indicating the significance of these models in AI development.

💡Operational Efficiency

Operational efficiency in the video pertains to the optimization of business processes to improve productivity and reduce waste. Ali discusses how AI can be used to streamline operations in e-commerce, such as inventory management and order fulfillment, by automating repetitive tasks and reducing the potential for human error.

💡Apple Intelligence

Apple Intelligence refers to Apple's AI initiatives and technologies, such as Siri. Amber mentions Apple's recent announcement of partnering with Open AI and the improvements to Siri, highlighting the company's focus on enhancing user interaction with AI through both voice and text inputs.

💡Natural Language Processing (NLP)

NLP is a subfield of AI that focuses on the interaction between computers and humans through natural language. Ali emphasizes the importance of NLP in enabling users to interact with systems using their own language, predicting a future where AI assistants can handle complex tasks through natural language commands.

💡AI Policy

An AI policy in the video is suggested as a strategic document that outlines how a business will use and manage AI technologies. The panel encourages businesses to create an AI policy to guide their implementation of AI, ensuring ethical and effective use of the technology.

💡Data Privacy

Data privacy is a critical issue discussed in the context of AI, particularly as it relates to the use of AI tools by major providers. Rosie warns about the potential for data scraping by these providers, emphasizing the need for businesses to be aware of and manage the data they share with AI services.

Highlights

Nick Malun, a customer success manager at JH, is hosting a panel focused on AI.

Amber, head of product management at Do Digital, discusses the importance of personalization in AI for marketers and e-commerce merchants.

Rosie, CEO of Nibble Technology, explains how their chatbot negotiates prices in e-commerce and B2B environments.

Ali, a Magento Tech lead at Altis, shares insights on AI projects and the importance of AI in personalization and upselling.

The panel explores the use of AI beyond just cost savings, emphasizing the need to focus on enhancing customer experiences.

Amber outlines the capabilities of Do Digital's AI models in product recommendations and predictive analytics.

Rosie shares a real-world use case of AI in e-commerce, detailing how Nibble helped a client clear excess stock without deep discounts.

Ali discusses the potential of AI to streamline operations and reduce manual workload, enhancing operational efficiency.

The panelists debate the impact of AI on jobs, with differing views on whether it will replace human roles or augment them.

Amber highlights Apple's announcement of partnering with OpenAI and the potential improvements to Siri.

Rosie emphasizes the importance of being cautious with data when using AI services from large corporations.

Ali predicts future AI capabilities, envisioning a time when personal assistants can handle complex tasks autonomously.

The panelists encourage businesses to create an AI policy and explore the integration of AI into their operations.

Amber suggests focusing on creating the best customer experiences and learning from companies like Apple.

Rosie advises businesses to leverage AI to interrogate unstructured data and be imaginative in solving specific problems.

The panel concludes with practical advice on weaving AI throughout business processes and nurturing its adoption.

Transcripts

all right it's time for our first panel

here on the technical track uh today it

will be a panel uh focused on AI hosted

by Nick malun uh a true Ai pasionet and

a uh customer success manager at JH on

the true chatter box seriously the guy

never shut shuts up I hope he lets his

panelist say something please welcome

the panelists

hello everyone thank you very much for

the round of applause it was very

generous um so today I'm joined on the

panel by Amber Amber do you want to

introduce yourself yeah hi everybody I'm

Amber I'm the head of product management

at do digital um I head up our amazing

uh product team who really focus on

building our products that our customers

love awesome multi John by Rosie Rosie

Jo thank you I'm Rosie

I'm the CEO and co-founder at nibble

technology nibble is a chatbot that

negotiates a price particularly useful

in e-commerce for clearing access stock

and in B2B where a trade negotiation is

very normal fantastic and finally but

hello everyone I am Ali I'm a computer

science

graduate and uh my journey began right

after the university when I joined Altis

scare where I am still proudly working

as a Magento Tech lead and we are

working on many fascinating AI projects

fantastic guys thank you very much um

hopefully you all appreciate this is a

technical track I'm definitely not

technical um purely soft skills I

apologize in advance but the guys on

stage hopefully more than make up for

that um so just to do like a little bit

of temperature the of the room can I

just ask like who's using AI at the

minute could you just raise your hands

if you use

AI awesome oh

yeah um fantastic can anyone raise their

hand and if they've used more than open

AI so have you keep it up keep up keep

up fantastic Has anyone used more than

two

llms awesome awesome awesome awesome

fantastic so today um the topic is

really about how can we get started with

um artificial intelligence if you

haven't already know it's great to see

so many people I'm sure you guys agree

um raising their hands not just you know

I've tried chat GPT once um you know

loads of people are us multiple llms

which is fantastic but um I'm going to

come to you guys have you guys used more

than one

llm oh I mean TT is a bit of a favorite

of everybody isn't it um not

really now I'm got to get off stage not

qualified to be

here no not really not on a personal

basis no I mean we we experimented with

all the different llms for embedding

into our technology so from a tech point

of view yes and funnily enough we've

tested it and we found that for now open

AI as an API is more accurate for what

we want today fantastic now have used

more yeah we have used different lmm but

uh according to the experience I'm using

open a because it's more accurate and

our product is based on that AP awesome

it's fantastic that's fantastic um guys

I just kind of want to experiment with

with the crowd a little bit so I'm going

to ask you guys to like raise your hands

kind like ch here not here um as we go

through things um but Amber if I can

come to you first of all M um would you

mind just like walking us through um you

know the idea of like personalization

with artificial intelligence because I

know that's something we spoke about

that you're quite personal about yeah

definitely so do digital if you don't

know do digital um it's a customer

experience in data platform so we're all

about helping our customers um sort of

you know seamlessly connect with our

platform then create great insights and

then right channel right time so that's

sort of how our platform works and

personalization is really really

important to marketers and e-commerce

Merchants um you know if it's not

personalized these days then why are you

even bothering really um so we do we um

as a company we've been using AI for

quite some time obviously it's sort of

been you know it's I don't say it's a

buzz word it's a buzz thing I guess you

know with chat DBT um but we have been

using our own AI models for quite a

while um we have product

recommendations um we've got Predictive

Analytics um so I'll go into them a

little bit so um from an e Merchant

point of view um Predictive Analytics

are really good because what they can do

is they can tell you when somebody's

about to buy something next so that's

really really nice you know if if you

know some people are going to buy in the

next week or something like that you can

deliver a really highly personalized

experience to them if you know that

they're looking like they're going to

churn um you can do something about that

you can re-engage them maybe you send

them a discount code etc etc and that

are product recommendations as well our

customers love those uh so that is all

really about sort of using machine

learning to understand um what a current

customer has bought in the past what

they're browsing at now mixing that up

with you know what's their price point

what are other similar customers using

etc etc and then you can tailor that

really nice experience to them and I

think when we're talking about this sort

of stuff it's not just all about selling

stuff um to customers because I think we

all like a tailored experience ourselves

it's really nice to have sort of um a

personalized experience I think when

you're buying I was just speaking to one

of my colleagues earlier and he was

talking about um one platform he was on

where he bought shoes and sort of they

suggested four different outfits that

that go with those shoes and you know if

you don't feel comfortable with being um

you know dressing like if you don't feel

like you're super fashional or whatever

that is and and that's being you know

here this is what you should wear that's

really easy and you know AI is obviously

about saving time that's a that's a big

one for us and I think that's a really

nice you know use case for on both sides

it helps um em Merchants you know sell

the right thing but it also really helps

us as customers we we spend a whole heap

of time trying to put together an outfit

it gets put together for us fantastic so

I'm hearing upselling I'm hearing

crelling I'm hearing like marketing

managers need to get on this CTO need to

get on this and fantastic um Rosie I'm

going to come to you really quickly um

so just on the personalization side of

things have you any thoughts or comments

on that I think what's interesting about

what you were talking about is

personalization has driven out of the

fact that over the last 20 years of

e-commerce development we've actually

depersonalized the experience relative

to what you had before right so you had

a shop and you had a shop assistant and

you had and so everybody one size fits

all I think what we're seeing now is the

shift from what I would call

cohort-based

personalization to one to one

personalization and I think that's

what's really exciting about what you

can do now there still will be

situations where you want to do

cohort-based things like let's say you

said give a discount code it may well be

that you don't want to make that too

easy to achieve and so you say I'm not

going to offer that unless in this

cohort this winback cohort right but

fundamentally it's like having a

topnotch call center agent available to

somebody every time it's like having

your best customer service person

available oneon-one and I think that

sense of empathy that is available today

is the game change in what you can

achieve from a personalization so short

answer no cohorts now one to one

fantastic Ali any thoughts on that

anything you like to add I believe it's

a fundamental requirement for any

business to tailor their uh customer

personal preferences so uh if we look at

this and anything happening in AI driven

personalization like it's related

to uh it will increase the uh royalty of

the customers and it will going to

increase your sale okay fantastic good

very good point guys thank you very much

can I to ask the audience again if you

guys are using AI in any form of

personalization to raise your

hand wow good job I did not expect to

see that really congrats um I'm going to

go to Rosie next um so whenever we

caught up um you were kind of mentioning

about some real world use cases um of AI

in your business do you want to kind of

take that off sure so um the way we

deliver a personalized solution is is

it's it's a chatbot that sits on your

website and it sells at your discretion

right so it pops up and in a situation

that you you so we were talking to one

of our clients who basically honestly

love the technology it feels great it's

really fun to use it's hugely engaging

but didn't necessarily know initially

where to place it and we were chatting

about his business he was quite new to

the business and he said he just walked

in and he'd been to the warehouse and he

had over a million quid in stock and he

just couldn't see how he was going to

shift it and he said he tried putting a

outlet section on the website but he

found that once you got to 70% off uh uh

engagement dropped like a stone nobody

was nobody cared anymore this product

look like and um and as a result he

he he could see a he could see a

situation where he would need to be on

sale for every week of the year for the

next 42 weeks 52 weeks and so we put

nibble on his website at much lower

discounts so he had a clearance section

he had a strike through price so

everything was discounted by 10 or 15%

and then he used nibble to negotiate a

slightly bigger discount and the net

result was is he cleared that excess

stock without having to be deep discount

on sale so without the brand damage but

crucially each one of those an

individual negotiation on an individual

item it was actually in the lighting

sector and I don't know if anyone else

is in lighting section but the lighting

sector like shoes very very long tail of

of products huge variance in those SKS

and for different people those different

SKS had different value and we found

that value and then therefore protected

margin a lot and I think this is a

situation where honestly his best

alternative was to sell that stock at a

deep discount to a clearance operation

right like to to somebody who would just

trash it and yet the alternative was a

one-on-one conversation with every

single one of his customers who each

found like they'd found a unique bargain

that they were extremely happy with and

they reconnected with the brand but it's

because we could take that tail of

different items and find a single

solution for each one so the key

difference to this to how many of us use

AI in our business is this is fully

automating the solution this isn't AI to

support the human this is AI to take the

whole process and I think that's I think

that's where the prize is that's where I

want people to walk out of this room

going where can I transform one of my

processes to AI because that's where the

big win is like just making your humans

more efficient will only get you so far

and Rosie what would you say to combat

the kind of opinion that AI is replacing

jobs because that sounds very much like

a how you can implement this tool and

lean up your Workforce I mean does

anyone here come from one of the

economies which is highly dependent on

cool

centers I mean you know there are

certain economies out there in the

Philippines and in India and in Pakistan

where there's huge sections of the

economy that are dependent on cool

centers for jobs do I think that massive

companies will Outsource to call centers

to the same degree I'm very sorry but no

I I I don't think that I think there

will be losses in terms of some jobs and

I think up till now people in

development roles have been using it to

power up and your senior managers are

not hiring so many people as they might

have planned to a year ago so so where

it may not cause Mass job losses I do

think it's causing massive changes to

the workforce sorry to be may be like

Politically

[Laughter]

Incorrect no that's very good Ali have

you any thoughts on that yeah uh

e-commerce can be divided into four key

areas and uh it's like checkout data

analytics marketing and

operations e-commerce is not only about

sale it's about delivery as well so

operation area is the area which is

often overlooked in the favor of uh

customer facing Solutions so we are at

ald scare um our clients were having

challenging uh in collaborating

frequently with the teams in e-commerce

roles you can say product manager have

to collaborate with inventory manager

and then they have to report to

operational manager so these things

uh uh because humans are prone to errors

and misunderstanding and it also depends

on their personal traits so to reduce

the manual work and to reduce the burden

from them so the Fulfillment team will

uh to enable the Fulfillment team to

focus on strategic and productive

activities we created assistance for

them depending on each roles so uh it's

not only help them to know to

collaborate frequently it's like we are

logging all their actions whatever they

are doing and it's automatically getting

updates from their personal system m not

only this uh we are also giving some

functionality like you don't have to run

commands you don't have to go to admin

site and create categories it's like you

will say just create 10 categories under

the default category and it it will make

for you so whatever the uh repetitive

task they are doing we have streamlined

them and basically the point here is to

understand uh what is AI representing us

today it's like adding an extra a for

assistantship you can say artificial

intelligent assistant before that uh we

were not able to uh interact with the

system in our own language because

hardware and algorithms were limited but

now with the advancement of hard faes

and with the uh large language models we

are able to interact with the system in

our own language mhm and now we don't

have to learn the complex languages I

believe in future we maybe I am able to

say just create this website and we're

going to do that yeah but for now we

need to understand that it's in

assistantship level so we have to think

about where we can start by looking at

the Shipe of the things and looking that

way uh it's like for me it's like the

transition we have from command line

user interface to graphic user interface

now we are moving to another interface

where we can interact with the system in

our own language for sure so you're what

you're saying or what I'm hearing is

that due to the power of you know the

increasing power of natural language

processing effectively we all have

access to a assistant that can do a lot

of heavy lifting for us and streamline

the process for fulfillment teams and

operational operations yeah in

operational efficiency uh the thing we

have created for uh it will not only

reduce the uh manual workload from the

Fulfillment team and it will also

eliminate and minimize the costly

mistakes and it uh will always uh

enhance the overlock performance of the

operational efficiency can I just ask

everyone to pause for a second and just

think in your own business I'm not ask

I'm not going to ask you to raise your

hand or anything but if you could just

listen to what Ali said there and just

think internally is there anything you

could be leveraging AI for in your

current business to you

know streamline to help your fulfillment

teams um just kind of take that on board

for a little second if that's okay um

I'm going to zoom out though um while

you all ponder that um obviously this is

a practical talk um we will kind of have

closing hey go try this don't worry

that's coming um but if we just zoom out

and look at current affairs um in AI I'm

I'm quite Keen to balance some kind of

theory with what's going on at the

minute Amber what's going on what's

going on in space right

well the biggest thing obviously sort of

what in the last week is is Apple Apple

intelligence what they do what's that um

so yeah there's a lot of you know we

were waiting to see what Apple did um

and obviously they sort of they've

announced now that they're partnering

with open AI um series is getting a lot

better I mean you could ask people to

put their hands up and ask who uses Siri

anybody

anybody yeah um my husband does actually

randomly but yes so he's one person um

but Siri is um to get a lot better and

what what I thought was really

interesting as well I I think Apple have

done it really nicely because I think

when I was watching the ad about it they

also said you know you'll be able to

type to Siri and that's lot lots of

people you know Apple are really good at

recognizing you know those barriers to

entry sort of my friends going to be

fing um those barriers to entry because

like people like me I I don't want to

walk along the street and and talk to my

um you know AI assistant my husband does

it's fine you know different people um

and so you know now you can type to it

so I think Apple have approached it in a

really really nice way um where they

they're really anticipating what we need

they're seeing the barriers they're

seeing what we don't want to do because

a lot of AI sort of created for the sake

of it being created and it's sort of you

know it's not actually thinking about

how we want to use it and I think

Apple's done that really nicely another

thing I liked really I some ways quite

simple just being able to create your

own Emoji just saying you know can I

have this kind of emoji and that's

creative and you know people we sort of

talk about maybe you know we don't want

AI to take away the creativity and stuff

that's really fun and that's something

like what Rosie was talking about that's

it's we couldn't have otherwise done and

that's you know that that's what your

business is doing no one no C it's not

possible to do that without Ai and you

know it's the same nobody's going to be

well again some people do create their

own emojis on second stuff but you know

just being able to do that really easy I

think is really nice so I think yeah it'

be really interesting to see sort of

what happens um going forward uh with

apple there but it's it's really clever

it's anticipating needs um and so that's

sort of one of the biggest things at the

moment isn't it absolutely absolutely I

think what's really interesting so Rosie

we had just to bring in this

conversation as well we had a real good

talk and the thing that you suggested is

that a lot of people are either

completely screwing around with AI and

it's like hey let's just you know throw

a shot up let's see if it lands um but

you're under the belief that many people

are waiting for big corporations like

apple uh to bring AI to them so do you

want to like elaborate on that point and

maybe chime in on Apple intelligence um

yeah so I think I think most of us in

the room are waiting for our big

providers to put an assistant next to us

um so Microsoft Adobe slack I don't know

what you guys use and I think I think

actually for many businesses that's

quite a wise move why create your own

when actually what you can be provided

with by your massive provider and your

massive provider has probably done the

work to make it as reliable as possible

um the only thing to be aware of is they

are scraping your

data including

Adobe do you want to elaborate on that

yeah so anyone notice anyone notice like

I mean we had a bit of a scramble

internally we use slack a lot and we

we're pitching all the time to

Enterprise level clients and they are

asking us security questions like where

is the data going and so yeah we've

signed our opt out on slack to make sure

our data isn't going to slack for

example and it is in the small print of

all of these things and all of your data

is going to some big Corporation so they

can give you the perfect tool going

forward just just make sure you make

those decisions with an open open

thought process I think is so my

non-technical question to that statement

is is that how AI gets

better um or are you hindering the

personalization experience I think Mo

look pretty much everyone in the room is

using open AI to draft their emails and

and and honestly like it's it's probably

not a personal occurrence of it and it's

doing pretty well I think if you've got

if you want to have competitive

Advantage you keep your data to yourself

for the long term because I think can't

think of another way of getting

competitive advantage in this world

where we're run by Tech Bros so you know

so from my point of you I'm very

hesitant on sharing the data because I

think the experience is pretty good

anyway and um with the exception of um

older lady images oh my goodness uh

after Janice spoke at a different event

and said she'd put te she'd put some

text in for an image generation for a

lady in her 50s and the image

universally comes back with a lady in

her 90s and um so there are some areas

where maybe we should give it a bit more

data um but I don't think I don't think

one person's change is going to make a

difference cool that's that's a very

good point um did you notice whenever

you kind of said you know Adobe there

was a little bit of a in the room and

then also that no one got their phones

out to start opting out of things so

they're all fine with it yeah they're

all fine with

um before we go to ali um Rosie just

stick them so Amber brought up um Apple

intelligence you any other kind of fun

stories going on right now I'm pretty

bullish on glasses I've actually been

thinking about this and I've been

counting the room and I say I'd say

pretty much 50% of us in the room are

currently wearing glasses and probably a

higher percentage use them occasionally

even if it's only for sunglasses right

even if it's not um prescription and um

when you look at what are starting to

achieve with their Vision Pro and the

interactivity between what we recognize

as a device a phone and and the glasses

and what you see what actually Apple had

really great PR but but the Google

Glasses the the ray bands they they've

been around for for quite some time I

just think if you if you didn't know a

phone existed and you wanted to create

that kind of connectivity between a

human and the

internet you'd put it in their glasses

if that was the first place you could go

like the idea of putting it on a device

how many people have seen someone walk

into a lamp post on the street because I

I have like more than once I've got

small children they do a lot and they're

not even on their phones um so I just

think it would make so much sense and

and Technology seems to always shatter

my expectations for the better so I

think that's where that's where we're

thinking about whe whether our

technology has applications in that cool

good Point Ali any interesting stories

that you've kind of uncovered in the

past month or so yeah if I look at uh

current affairs in AI uh AI is is

evolving with significant advancements

like if you look at the generative AI

now we are able to produce images and

sound and I have heard about that Disney

plus and Paramount have used these

things for their media and film industry

so uh with the change of uh now we are

capable of uh interacting with the

system in our own language MH so now

anything is going to happen will be

exciting mhm fair fair point I think um

we are running very close to on time so

I'd like to get really practical really

quickly um Ali I'm going to come back to

you um just in terms of like signing off

what what would your hope be of you know

enough kind of armchair quarterbacking

the AI Journey like can can people

really it hello yeah there we go how can

people really take it by by the horns

and you know run with AI how can I get

started uh I believe uh future cannot be

predicted in months or years but I see

that uh if it's like evolving like that

it started so uh in future I will be

able to say to my personal assistant

like U my I'm I need to buy clothes for

my brother wedding so I will just say

buy it and it's going to make the

process to check out and payments and

make it delivered to my to so we will be

looking at processing time uh as

compared to the Bas SP loading time yeah

sure sure sure Amber coming to you how

can people get started how can people

take it a step further yeah I I think

you know there there's a lot lots

available as we've discussed so I think

look at the tools in front of you and

see what you can use I think you know as

an e-commerce Merchant I I would say you

know or marketer I would say Don't just

focus on cost savings I think that

that's a a big mistake um focus on what

is going to make life better and easier

for your customers if you can do both

like crazy then perfect um but you know

don't you know don't just focus on the

cost savings always be thinking about

what is going to make that experience

better and like I said go watch Apple's

video and just go and look at the things

where sort of previously we might have

said you know I don't want to walk along

talking at Siri now they've changed it

so maybe you can type to it etc etc like

apple is and I hate to sound like an

Apple fan girl but it's it's a it's it's

a brand that knows about customer

experiences how to create amazing

customer experiences and so if you go

look in what they've done there's just

small things they're just small tweaks

um but you know I think sort of look at

the best and sort of and focus on

creating the best experiences you can

for your customers fantastic Rosie same

question I think there are two places I

would think about it I I think the first

is I think that the next wave of AI

means that you don't need to be so smart

about your data and if I think about

e-commerce for the last 15 years you

know like I went around a warehouse for

a massive physical retailer uh in my

previous role about 15 years ago and I

said what's that over there and they

said oh that's the e-commerce store and

they literally set up the stock in the

corner of the warehouse and they

fulfilled from there and in the same way

as they would if it had been a store

right and so we've spent ages trying to

get our data and our processes

um much more seamless and I think that

is for many people a boring but

frustrating headache of really just

getting their business fit for growth

and I actually think AI will let you cut

corners on some of that because it will

let you interrogate unstructured pools

of data in ways that you haven't been

able to do before so that that's the

first thing is I do think there's an

opportunity to not have to do quite so

much cleaning up um in order to do the

growth so that's my first point and then

my second point is is when you're doing

the growth pick a problem and be

imaginative right so pick a problem like

my client did about their excess stock

be imaginative in his case apply

negotiated prices to it which no one had

ever done before and of course there's

so many more examples about that but of

course you do need to pick a problem so

you can't just look to all of those

wonderful tools that are provided to you

and then just use everything single one

pick your problem first there will be a

tool to deal with it fantastic so

leverage your AI assistant as much as

possible be imaginative but pick a

problem first of all and do your

research on the tools that are out there

so quickly from my end H we're about to

go on lunch and I know you're not going

to listen because you're really hungry

uh what I would say practically is write

an AI policy for your business if you do

not have an AI policy that's a great

place to start um put it in front of the

board or the directors or whoever it is

um put that front get it a grade go

explore that's the second Point um you

know kind of with the experiment of

who's using more than one llm the more

you explore the better experiences you

have I guarantee not many people has

tried Claude phenomenal go experience

the national or natural language

processing on that I can't even do it

it's hard um in terms of a quality

action um I like to use the acronym win

so

weave uh innovate or sorry integrate and

nurture so you want to wave AI

throughout your business business so

anything that can automate so you know

example Rosie mentioned earlier is

emails is just like the mundan stuff

that you don't really want to do um you

know if you can find you know things

like what we've said with um Ali if you

can operationally think of workflows

creative uh like creatively um that's

phenomenal um and then the last thing is

nurture so for example once you've done

these things if the end user is you know

internally if it's a member of Staff

like hey go speak to that member of

staff like are they enjoying this are

they not enjoying this why not gather

feedback repeat the cycle if it's your

actual customer do the same thing anyway

that is Asar out of time you're now free

to go and eat and thank you very much

for humoring us