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About The Event

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WHERE

Fort Mason Center
San Fancisco, CA

WHEN

Sunday to Wednesday
July 23 to 26, 2017



Conference Schedule

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  • May 23


  • May 24


  • The call center is in a typical labor-intensive and AI-intensive industry, especially in the 2C consumer electronics sector where consumer issues are diverse and complex. Therefore, there is an urgent need to use AI to enhance the efficiency and standardization of agent responses, ultimately enhancing consumer satisfaction and overall process efficiency:

    1. Pre-session Assistance. Through the integration of both large and small models, characteristics of inbound calls from consumers and a summary of the human-computer conversation can be provided. This approach reduces the intent-seeking time for human agents, thus enhancing efficiency.

    2. In-session Assistance. Through large models, the fuzzy user questions can be rewritten and identified to find the standard solutions. This approach reduces the answer-searching time for human agents and decreases the length of single-session, thus enhancing consumer satisfaction.

    3. Post-session Assistance. Through both large and small models, the information of the session content can be automatically extracted and data entry can be fully automated, This approach reduces the effort and time of agents on data entry, thus increasing production capacity.


  • This sharing revolves around the application of documentation platform in a variety of business scenarios, including how to combine the documentation platforms with specific business scenarios and synergise the periphery to achieve the intelligent processing, efficient management and accurate service of the documentation, as well as how to satisfy users' needs through technology innovation and personalized service. This sharing will provide a forum for participants to understand the scenario-based application of documentation platforms, inspire their thinking and exchange experiences.

  • With the rapid development of AI technology, its application in the field of document writing for large organizations is becoming increasingly widespread. This sharing mainly introduces the application and practice of ZTE's AI technology in the field of document writing for large organizations, including content generation, format adjustment, semantic analysis, proofreading and error correction, etc. AI can automatically generate texts like document content and summaries, rapidly producing high-quality documents for release through specific delivery channels. It can also automatically adjust the format of the document, improving document readability and usability. Lastly, AI technology can automatically detect and correct grammatical errors, spelling mistakes, etc. in documents, thereby improving document quality.

  • 1. Introduce the combination of text and graphics in documents through the production process of early manuals in the early days. In the early stages, both text and graphics were manually created and reproduced on the same page after proportional scaling.

    2. From the reader's perspective, the combination of text and graphics is beneficial for understanding. Take product after-sales service as an example. When customers request part replacements, yet employ different part names from the manufacturers, the drawings can assist both customers and manufacturers in pinpointing the exact parts.

    3. Production specifications and quality criteria for document drawings. Engineering or research drawings are transformed into document drawings, ensuring the accuracy of document drawings while considering the confidentiality of the drawings. Drawings and text complement each other. Line graphs, being vector graphics, can be easily zoomed in and out on the web. Bitmap can balance clarity and file storage.

    4. Pictorial documents. Documents primarily composed of images with the text as secondary elements. This sharing mainly introduces the 3D rendering of pictorial documents.

    5. Dynamic documents (defined as videos). In the age of media, videos serve not only to entertain the public and promote products but also to demonstrate product disassembly and maintenance.


  • The wave of digitization is facilitating the transition of technical writing from traditional manuals to intelligent user support. The emergence of Large Language Models (LLMs) has marked a revolutionary shift: static content is transitioning into dynamic, interactive chatbots. This not only alters the presentation of technical information but also optimizes the ways users retrieve information and solve problems.

    The application of LLMs in technical writing competitions nationwide vividly demonstrates their potential in enhancing writing efficiency and content innovation. From planning and development to revision and delivery, LLMs span the entire document creation process, significantly improving the quality and efficiency of the entire writing workflow.

    The shift from manual content to conversational chatbots markedly enhances the user's interactive experience. The instant response and personalized assistance of chatbots make it possible for users to obtain information based on specific needs, which not only enhances user satisfaction but also brings new opportunities to professionals in technical writing.

    The use of LLMs in user support systems showcases their precision and efficiency in handling complex queries. Leveraging LLMs, we can provide a more interactive and customized user experience, whether the user prefers text, voice, or video interactions.

    In summary, the development of LLMs represents a significant leap in user assistance, transitioning from paper manuals to intelligent chatbots. This not only greatly improves the user experience but also brings revolutionary changes to the technical writing industry.


  • Taking ASD-STE100 as a starting point, this speech explains the crucial role of Technical Communication (TC) in ensuring the safe operation in the aviation industry from the perspective of manufacturers and users in the industry, and shares the practical experience of TC and the engineering documentation collaboration system widely used in the aviation industry.

  • Data quality is critical for the application of Artificial Intelligence (AI). High-quality data lays a foundation for AI to provide quality services, as the decisions and outputs of AI depend on the input data. Structured content, such as DITA, not only includes the text itself but also carries rich data information, providing unique value. In this presentation, Jingjun Long will discuss what constitutes high-quality structured content and how to convert existing content in formats like Word and PDF into high-quality structured content to enhance the quality of AI services.

  • This sharing primarily discusses how content designers can expand their influence and contribute to the revenue growth of the product. It approaches this from two perspectives: Product-Led Growth (PLG) and Sales-Led Growth (SLG), based on methodologies such as IBM Universal Experience, GTM research, and the Client Engagement Model. The goal is to generate content that aids in the success of the product.

  • In this data analysis, we delved into the relationship between documents and user operational efficiency. We correlated product tracking with document reading to verify whether documentation improves user operational efficiency. Our analysis of a large amount of operational data has revealed something surprising, which will be detailed in the presentation.

  • Does the following sound familiar to you?

    Your team applies terminology lists, which do not (entirely) comply with the terminology lists of other teams in your company. Your company’s terminology is inconsistent for team colleagues and customers alike. All this leads to unnecessary confusion and miscommunication.

    Then let us take you with us on our terminology race!

    In this presentation, we, Porsche project lead Ira Rotzler and Kerstin Berns, managing partner of berns language consulting will share with you, why and now we started the Porsche terminology race, where we stand right now, and how we plan to cross the finishing line 😊!

    We will demonstrate to you how we unified a great number of very differently formatted terminology lists into one neat data set and how we cleaned up all that data. We will also share with you how we managed to lay the foundation for high-quality terminology management which is useful to the entire Porsche brand in all countries, worldwide! And of course, we will shed light on how we automated this process and which methodologies and tools where applied.

    In the end, we will talk about how the project team successfully created a reliable and useful database that benefits Porsche in various ways, e.g., by improving recognition of vehicle functions and their understandability throughout different customer touchpoints.

    Finally, we take a sneak peek into the international future of multilingual terminology work at Porsche as well as at the future usefulness of clean terminology for simply everything!


  • This presentation will explore the transformation of database technology dissemination from the perspective of large models. Through the intelligence and learning capabilities of large models, we can discover new insights and trends. I will introduce application cases and advantages of large models in database technology dissemination and discuss how this can be leveraged to drive the development of database technology.

    1. Changes brought by the emergence of large models to database technology dissemination
    The impact of technological development on the workflow of technical dissemination. Iteration of the workflow

    2. Exploring the introduction of large models into database technology dissemination
    An introduction to exploring technical dissemination practices and workflow improvements using the OceanBase database as an example

    3. Comparative display of offline LLM results based on corpus optimization
    Online large model corpus testing

    4. Future directions and focuses of database technology dissemination


  • Upon entering the workplace, how can I quickly meet the basic requirements of the job and embark on the path of professional growth? This is a question that every graduate and practitioner must faces. To transition from the ivory tower to the workplace, from a novice to a skilled worker, what psychological and professional preparations are needed? Based on the speaker's 20 years of experience in content communication and 8 years of collaboration with higher education institutions, this sharing aims to provide insights and reference suggestions for college teachers and students as well as newcomers to the workplace, to contribute to the rise of the next generation and the entire industry.

  • I will be representing my team to take you through our journey on how we develop quality documentation that can reduce customer support load, and the recurrence of defects post-release.

    For any documentation, authors and subject matter experts work together to arrive at quality. I strongly believe that it is a shared responsibility for customer satisfaction.

    Our various quality initiatives in improving the process as well as Root Cause Analysis (RCA) in Tech Comms did not disappoint us and helped to improve process and reduce the recurrence of defects. We have been trying out RCA on documentation defects since 2014 in our team. This has helped fix many of the root causes of documentation defects and at the same time strengthened the foundation of the process. Here we share our experience of how we used RCA and related activities like Bugathon, to progressively enhance documentation quality along with process.


  • The emergence of large models like GPT has ushered in a new era - the AI 2.0 era, which not only leads a new wave of technological revolution but also brings unprecedented opportunities for technical content creators. As a technical content creator, have you considered taking advantage of this trend and entering the AI industry — the most emerging and promising field? However, opportunities for technical content creators in this industry are limited and the competition is intense. Are you prepared and have you acquired the necessary skills?

    What is the efficient learning path for a zero-experience technical content creator to quickly meet the entry requirements for the AI industry? How can you build your own skills matrix and competition barriers to keep up with the rapid development of AI technology and work alongside top developers in the world? In comparison to other industries, what challenges will open-source content operations face in the AI industry, and how should strategies be formulated?

    This sharing, taking the author's experience at 01.ai, a company founded by Dr. Kai-Fu Lee focusing on large-scale AI models, as an example, will deeply explore the above questions and seek answers by analyzing the author's growth path. Hoping to provide you with first-hand insights, this sharing aims to help you quickly become an excellent AI practitioner and stand out in the new wave of technology.


  • Our team conducted an analysis of our documentation development cycle and identified areas where AI could reduce manual labor. This led to a 30-35% reduction in time to production. In the proposed presentation, I will detail our process, the specific solutions implemented, and the measurable benefits realized. The focus will be on practical applications of AI in fields such as Software Documentation Development, UX Writing, and Customer Support. Central to the presentation is a user storyboard, delineating the stages of our documentation development life cycle, pinpointing where AI was applied, and quantifying the average time savings at each stage.

  • Product Led Growth (PLG) has become a favored product strategy in recent years, achieving widespread success in SaaS, B2B, and B2C enterprises. For content production team, it is crucial to combine Product Led Growth with your own strengths to create content that meets the needs of your product and promotes its growth.

    In this speech, I will explain PLG, discuss how it affects product content demand, analyze methods of formulating corresponding content strategies, and explore the development trend of the content team based on their capabilities. I hope that this speech will provide a clearer understanding of the new industry directions and offer insights into the transformation of content team.


  • Huawei Cloud's information experience team has implemented the Pangu model in the scenarios of both conversational Q&A and the sample automatic generation of API/SDK code. Such innovative application has been deployed on the Huawei Cloud official website, enhancing the overall information consumption experience. By leveraging the Pangu model, users can now acquire and interact with content in a different manner. It ensures accurate and real-time results with a focused and coherent reading experience, to help users complete tasks independently. Additionally, it automatically generates API/SDK code samples that meet the needs of diverse people, improving the quality and satisfaction of developer document.

  • For a long time, the impact of technical documentation on companies has been underestimated probably due to a lack of direct business value and integration with other departments, as well as communication limitations. With the rise of AI technology, technical documentation faces new challenges. For example, AI automation can now replace manual labor in performing simple and standardized tasks. However, AI also presents many opportunities, such as increasing productivity, fostering innovation, and adding value. Therefore, technical writers must actively adapt and make good use of AI technology to continuously improve their professional capabilities. By using AI platforms to communicate traditional document content, companies can achieve significant growth in user traffic, attract high-quality customers, reduce costs, increase efficiency, and create greater value for the company, thereby increasing the value of the entire content team.

    This workshop will explore the convergence between traditional content and AI, and how to communicate traditional content using AI to optimize user experience. We will utilize the IBM AI Essentials Framework and tools to guide you through the process of developing strategies with AI as the medium. Together, we will work towards a new model of AI content co-design.


  • As organizations increasingly adopt AI technologies, there is a growing recognition of its potential to enhance the efficiency and effectiveness of technical communication processes. AI-powered language models, chatbots, and natural language processing algorithms are revolutionizing the creation and dissemination of technical content. For example, the production of manuals, documentation, and instructional materials has been automated by generative AI tools, resulting in significant time savings and elevated content quality. In this talk, I will discuss major AI-driven revolutions in technical communication, such as user experience, content strategy, document design, science writing, and health and medical writing. By examining specific instances of AI implementation, I aim to provide a nuanced understanding of the profound changes reshaping these domains.

    I will also address the challenges and ethical considerations arising from the integration of AI in technical communication. As AI algorithms autonomously generate content, there is a need for scrutiny to ensure accuracy, clarity, and adherence to ethical standards. Moreover, the discussion will extend to the importance of maintaining equilibrium between automated and human elements in technical communication, emphasizing the collaborative potential embodied in AI-human partnerships, often referred to as the “human-in-the-loop” approach.

    In summary, this presentation invites attendees to engage in insightful discussions on navigating the evolving rhetorical situations of technical communication in the era of generative AI. By exploring both the advancements and ethical dimensions, participants will gain valuable insights into strategies for effectively adapting to the transformative impact of AI on technical communication practices.


  • The world of content marketing is undergoing a profound transformation driven by the rapid advancement of artificial intelligence (AI). As AI permeates the digital landscape, it empowers content marketers to craft compelling and culturally sensitive content that resonates with global audiences. Join renowned SEO and AI expert Chris Raulf as he unveils the groundbreaking impact of AI on global content marketing strategies. Discover how AI can elevate your global content marketing efforts to unprecedented heights, enabling you to reach new markets, engage diverse audiences, and achieve unparalleled success.

Our Speakers

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Location

Grand Conference Hall - 881 7th Ave New York, NY

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