The Relevance and Emotional Lace

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1 The Relevance and Emotional Lace How robots and chatbots are transforming the customer experience, naturally sealing a historical gap between online and physical interaction PwC is a leading global professional services firm, with offices in 158 countries with more than 236,000 people who are committed to delivering quality in assurance, advisory and tax services. Innovation is central to PwC: AI & Robotics play a pivotal role within our global digital practice, with several experts and SoftBank Robotics certified professionals, both in Italy and other european countries. PwC Italy started to take robots on stage in 2015, and can now leverage on its Robotics Lab and Experience Centre in Milan and Rome. Our AI & Robotics approach interconnects Business, Experience and Technology (BXT) with an artistic touch, which we believe is the only way to successfully re-invent human interaction in our digital age, either for humanoid robots and online chatbots. The opportunities presented to any organisation around AI are huge. Leading companies agree that AI will become the primary way in which they will interact with their customers within the next three years: an Intelligent Experience Economy is coming of age. We believe that AI and Conversational Interfaces will revolutionise the way we ve been looking at the customer journey over the last years, how we gain information and interact with customers, and may even become the face of our organisation or brand. From strategy to execution, in PwC we span across industry knowledge, marketing, creativity, robotics-related tax savings, digital privacy, cybersecurity and labor lawyers: different expertise, same passionate objective one stop to value-wise innovation. In terms of enterprise-grade solutions, PwC can exploit alliances with any of the biggest technology players, whose platforms perfectly fit our Robotics vision: along with our exclusive alliance with Google, we ve been certified to work with SoftBank Robotics, Microsoft, Salesforce. com, Oracle, IBM and Adobe. These are only part of the most important connections within our Holobotics ecosystem. digital.pwc.com

2 Mind the Gap Integrating the online and physical worlds has never proved easy. Humanoid robotics fills this historical gap: combining them within a new emotional digital ecosystem. The pictures of humanoid robotics in the document, Pepper and NAO, represent SoftBank Robotics products.

3 With a need to transformation more acute than ever, the time is now to decide what your future looks like 2017, the year when machines start taking over The World Economic Forum Annual Meeting announced that 2016 would be the Year of Robotics. Meanwhile, Artificial Intelligence observes a Game of Thrones between Houses Amazon, Apple, Facebook, Google, IBM and Microsoft. Voice-first devices, such as Amazon Echo, will boom from 2M (2015) to 25M devices sold in In Italy and many other countries these solutions match with Industry 4.0 tax incentives provided by the Governments. Humanoid robotics is therefore gaining market momentum, as its potential integration with AI technologies grows, and has become relevant for business use, especially within the area of customer interaction. Our 2017 PwC Total Retail report, at its 10th edition, points out how consumers confer great importance to innovative store services, being the physical sales point still the privileged purchase channel: 73% want a sales assistant able to perfectly explain a product; 70% desire real-time and personalised offers; 65% require the ability to quickly check the availability of a product in another physical or online store; 57% would like to be presented an extensive range of products on a screen and order it at a selling point. While these first consumer desires are perfectly fitting a service robotics offering, global retailer companies claim that the most important 2017 investment area will be to develop a new store experience. What more than a humanoid robot? Robotics-addressable Company Challenges Attract in-store traffic Increase conversion rate Increase customer experience Increase loyalty and advocacy Improve brand image Increase sales Personalise products and services Decrease low-value personnel activities Re-flow in-store traffic to specific areas Increase download on company app Ease payment process Solutions The human mind has a whole range of shades, not just rationality, neither rationality plus a side order of emotions, nor a definite list of five or six mental states. The range is infinite. Still this spectrum normally comprises - for each of us, consumers - a couple of rational moments per day. The rest of our daytime journey is so frequently dominated by emotions: our purchase moments are statistically led by... what we call gut feeling. Emotion is a hugely powerful and personal encoding-and-summarising function. It can comprehend a whole complex scene or intention to buy in one subtle feeling. SoftBank Robotics solutions are a best-in-class within humanoid robots. These machines can drive people s emotions, interpret people s expressions, connect with cloud AI services, connect with mobile, wearable or in-store IoT devices. During several Robotics Clients Workshops, supported by our industry experts, PwC has developed hundreds of industry-specific use cases, which enforce distinctivity and effectiveness. With the right AI, conversational intelligence, and back-end system integration, Pepper may represent a valuable and distinctive asset for any business with a physical presence: the first real way to interconnect the physical and the online worlds: a differentiating path to obtain a holistic customer experience, an end-to-end digital ecosystem.

4 Starting KPIs, Japan 2016 (yearly values) In-store traffic +38% SoftBank, electronics shops (+50% first two months). +18% Nissan, automotive dealers. Sales +15% Nestlé, increased sales for robotic-served products. Customer Satisfaction +77% Nissan, robotic-supported automotive dealers. Our PwC triple bet looks at a booming Robotics technology, sourcing data from IoT devices and exploiting Artificial Intelligence to converse and learn Which of the following technologies are you making substantial investments in? (select all that apply) Today Internet of things In three years 63% 73% Some latest KPIs, US 2017 Artificial intelligence 54% 63% In-store traffic +70% b8ta, Palo Alto Robotics 15% 31% Customer Satisfaction +95% Westfield +40% b8ta Santa Monica Other indicators may encompass brand awareness & trust, increased store-conversion and average receipt, additional customer insights through data gathering & CRM enrichment, improved advocacy, etc. Source: company data, 2016, D printing Augmented reality Virtual reality Drones Blockchain 12% 17% 10% 24% 7% 15% 5% 14% 3% 11% Source: PwC, 2017 Global Digital IQ Survey Base: 2,216

5 How can we engage? Our Holobotics Experience Model reflects the benefits resulting from a future-proof unique conversational engine, robot-independent As the consumer is seeking relevant offers, service personalisation, engagement and emotions, we are urged to explore new frontiers, vying for attention in a more and more fragmented world. How can we keep on staying top of mind? We answer combining Artificial Intelligence and Humanoid Robotics. Japanese culture calls it Tsukumogami, the fact that a machine, a tool, con acquire a spirit. We called it ANIMA (soul, in Italian), our way to give relevant and emotional interaction to humanoid robotics: business relevance and emotional impact blended through an artistic lace. We are just at the beginning of a new robotics era: we believe it s critical to strategically invest in a company asset that might prove distinctive, yet flexible and independent to future AI cloud services, hardware and sensors evolutions. Humanoid Interactive Robot Benefits Superior Empathy; Instore Traffic; Store-Contextual Impulse Offers; Relevant Promotions; Media Exposure/Attraction; Engaging Content Presentation; Real Time Interaction; IoT Integration; Advice Virtual Assistant & Chatbot Benefits Self Service; Anytime, Anywhere, Anydevice; Relevant Promotions; Real Time Interaction; IOT Integration; Advice Internet of Things + External Data Automated Networked Intelligence for Multiple Access Physical Robotics Humanoid Companion Human Interaction Layer Natural Language Processing + Visual and Emotional Engines Hybrid Intelligence Online Robotics Artificial Intelligence Business Brand specific Intelligence Customer Knowledge + Media Management ANIMA stands for Automated Network Intelligence for Multiple Access: a single hybrid intelligence layer, integrated with AI services, such as the Google s api.ai interfaces, is able to manage both physical robots and virtual chatbots ( holistic approach). Major Model Benefits easier conversational engine evolution and maintenance; independence of the Human Interaction Layer from the chosen robot (eg. SoftBank Robotics Pepper and NAO, Qi-Han Sanbot, RobotCheers Spiro, other coming models from Sony and different manufacturers) and/or virtual assistant. One technology investment (Human Interaction and Hybrid Intelligence layers) exploitable by both Online and Physical Robotics, today and tomorrow;

6 PwC is leveraging on certifications and alliances with the biggest technology players, such as Google, IBM, Microsoft, Oracle, Salesforce and SoftBank Robotics. Google Thanks to our exclusive alliance with Google, we can build and deploy applications on Google s highly scalable and reliable infrastructure for web, mobile and back-end solutions. Google Cloud Machine Learning provides modern ML services, with pre-trained models and a service to generate our own PwC business-tailored models. Google s neural net-based ML service has better training performance and increased accuracy in comparison with other large-scale deep learning systems. salesforce.com PwC Italy is a Global Leader in Salesforce services with more than 60 experts and 42 SFDC certifications. Within the PwC network, our Italian team is recognised as a Centre of Excellence in delivering Salesforce projects across a wide set of industries. Our portfolio of clients includes leaders in fashion, luxury, retail, FMCG, energy, media, manufacturing, healthcare and no-profit industries. In order to help our clients on Salesforce initiatives, we are investing on a set of accelerators that directly affect P&L, within Salesforce Marketing and Commerce Cloud solutions, Artificial Intelligence and Robotics.

7 A sample case 1 Hello Customer service Company name DEM QR, FB code, Beacon 3 Chat Show me my promotions! 4 Chatbot Relevant Conversation A.N.I.M.A Conversation/Survey-based CRM enrichment 2 What can I do for you? Brand App Human Interaction Layer Hybrid Intelligence Cloud A.I. Engines Example Hey! There s some excellent BIO food discount for you, just now and here! Recommandation Engine Social Media (E.G. FB DeepText) Company CRM Online Behaviour CMS, Catalogue Shows interest on vegetarian food. Intent of the user to buy or sell. Influencers interest. Spending capacity. Most frequented shop. Preferred products. On-site Behaviour tracking, time permanence. Most clicked products. Favourite colors. Products at promotional prices. Fresh food expiry date. Trading products.

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11 After a 2-year long pilot in Japan, SoftBank Robotics launches pilots projects with Pepper in Europe.

12 Contacts us PwC Digital Services Italy, Milan Gianluca Meardi Executive Director Holobotics Practice Lead The Italian Holobotics team has won, with the historical votes record, in the PwC Global Innovation Challenge PwC. All rights reserved. PricewaterhouseCoopers and PwC refer to the network of member firms of PricewaterhouseCoopers International Limited (PwCIL). Each member firm is a separate legal entity and does not act as agent of PwCIL or any other member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or liable for the acts or omissions of any of its member firms nor can it control the exercise of their professional judgment or bind them in any way. No member firm is responsible or liable for the acts or omissions of any other member firm nor can it control the exercise of another member firm s professional judgment or bind another member firm or PwCIL in any way.