ai & data insights new technologies to bring insights at the point …€¦ · ai & data...

AI & Data Insights

New Technologies to bring

Insights at the Point of Action

Massimo Ippoliti

Rome, September 28th, 2017

#CWIN17

AI & Data Insight | Rome September 28th 2017

Copyright © 2017 Capgemini. All rights reserved. 2

Immersive Insights…represents a common and hidden factor

Big& Fast Data InMemory Computing Machine/Deep Learning Data Services

Bring Insights at the

Point of Action

CoolBI

Visual

Agile

Cloud

DemocracyDiversity

Cognitive

Actionable

Cognitive

Process Automation

Automate

Tasks

Agile

Service

Consumption

JourneyOrchestration

Cognitive

Actionable

Data Governance

Insights driven CX

Automate

Tasks

Agile

Service

Consumption

JourneyOrchestration

Cognitive

Actionable



Artificial Intelligence encompasses a range of technologies that learn over time as they are exposed to more data..

“ We had the computer revolution, the smartphone revolution, and the internet revolution but AI will probably

be the biggest technological shift we have ever seen.”Edouard d’Archimbaud, Head of Data & AI Lab, BNP Paribas

Source: Capgemini report “Turning AI into concrete value: the successful implementers’ toolkit ”

TechnologyWhere artificial Intelligence as Cognitive Services represents key

innovation for immersive Insights…



Artificial Intelligence

2930% Increase in sales leads experienced by Harley-Davidson using an AI tool in three months

20% Improvement in emission value by AI over a manual setting at a Siemens gas turbine

35% Improvement in customer Service efficiency at KLM using an AI platform for chat bot and biometric voice recognition

74% Share of organizations implementing AI who believe that AI is making their organization more creative

…impacting effectively on Digital Transformation

Customer Experience

Operational Process

Business Model

With impact on:

Source: Capgemini report “Turning AI into concrete value: the successful implementers’ toolkit ”

Technology

12,000 New Wholesales Loan Contract interpreted per year at JP Morgan

60% Response Time reduction at ICICI Bank, India largest private-sector bank, developing robot capabilities as “quasi banker”, carrying out remittance while helping customers in loan choice, email sorting



Process Orchestration

Robotic Process Automation

Cognitive Services

Execute repetitive Tasks

Single UI as integration of pleanty of

apps

Simple processes + simple business

rules

Self Process Automation

Manage Volume, not complexity

Automate getting information form external

sources (as AI senses): pattern recognition &

tagging

Transform tags in piece of information:

textuale pattern recognition (Expert systems

vs Machine Learning)

Replace human decisioning embedded in

processes (next best task/action)

Big data required to store bulk process Data

Connect tasks in consistent journeys

Calls for data service and business rules

Support User Collboration

Complex Processes and Rules

Collect process variable and give context to

decisions

…impact on operational processes opens a new era of process automation



CONVERSATION CHANNELS

BOT ORCHESTRATOR

Micro services architecture

AI TOOLS:

CLOUD COGNITIVE PLATFORMS

NLP

MACHINE LEARNING

Cognitive Services Amazon Lex

VOICE MESSAGING VOICE & MESSAGING

RPA

CLIENT ARCHITECTURE

CONTACT CENTER

Microsoft Bot

Framework

IBM

Watson

Stamplay

…where SmartBots come to play in the AI space…



#Intents100s 100,000+

Short tail

Long tail

“Internet is not working” “I want to change the mobile plan of my mother but I don’t have

her password, can I do it?

For these area several techniques can apply to provide an

answer. Send it to an human agent or use search engines

to find a set of possible answers in a broader set of

sources of information

Frequency of

the question

Trained and prepared for a

discrete set of

intentions…

Short tail analysis:

• Some capacity to explore

open questions

• Trained on closed

questions with 1 sole valid

response

• Providing a 100% certain

answer

• Closed set of sources of

information

• Able to provide more than

text as an answer (actions)

…Artificial Intelligence playing central role in recognizing the human purpose

ant intents



Thank You!

Phone: +39 3483080672

[email protected]

Massimo Ippoliti

Head of Data and Cloud Practice

Twitter: @MaxIppoliti

Speaker 1

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ai & data insights new technologies to bring insights at the point …€¦ · ai & data...

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