the future is now with machine learning and intelligent...
TRANSCRIPT
A R T O F T H EPOSSIBLE
The Future is Now with Machine Learning and Intelligent Digital AssistantsGlenn NeuberAPJ Business Lead, SAP Global Innovation Centre Network
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Glenn NeuberBusiness Lead APJ, Innovation Center Network Silicon Valley/[email protected]
INNOVATION @SAP
Art-of-the-Possible RoadshowAuckland, 07 March 2017
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© 2017 SAP SE or an SAP affiliate company. All rights reserved.
SAP StrategyBe the most innovative cloud company
powered by SAP HANA
Winwhere we play today
Scaleour platform and build
a vibrant ecosystemInvest
for the future
Innovation Entities
SAP Innovation Strategy
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© 2017 SAP SE or an SAP affiliate company. All rights reserved.
The ICN Innovation Engine Agile as a start-up with the backbone of SAP
Machine Learning
Future of Work
Conversational Applications
Blockchain
Multi-Modal User Experience (AR, VR, ...)
Neuromorphic Hardware
Quantum Computing
EXPLORE IDEATE VALIDATE INCUBATE SCALE
Personalized Medicine
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Personal Assistants
Self Driving Cars Image search
Software is becoming smarterand this changes our daily lives
Games
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Sneak preview of ongoing productizations …Scheduled for release in Q1/Q2 2017
Cash application
Resume matching
Ticketing intelligence
Brand intelligence
Customer retention insights
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Video: SAP Clea for Brand Intelligence
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Example: SAP Clea for Brand IntelligenceOptimize your marketing ROI through brand intelligence and sponsorship insights
Estimate ROI in sponsorship contracts and optimize logo placement for
maximum exposure
Select the brand attributes you would like to monitor and the
media they appear in
View the statistics and compare to the other brands
Select the brands to monitor View analysis in the interactive tool Estimate your brand exposure ROI
SAP Clea for Customer Retention Insights
Incoming dynamic data from various channels
Sort, classify & route events
Identification of customerswho are about to churn
Build an overview of the customer journey
Identify critical events/ churn indicators
Take proactive actions to prevent customers from
churning
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SAP Clea for Customer Retention InsightsInsights Discovery Engine
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
SAP Clea – Platform ArchitectureEnable developers and partners to apply machine learning
User
Profile Matching
Service Analytics
Invoice Processing
...
Image / Video
Advanced Numerical
Text
...
DataScientist
Developer
ML Business Services ML Technical Services
Provisioning Infrastructure
Kubernetes
Docker
TensorFlow
Training Infrastructure
Applications
API Business Hub
Python Golang
on SAP Cloud Platform
Data Science Interface
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Chatbots Usecase : HanaHaus BotHanaHaus:Public Café & Co-working Space in Downtown Palo Alto by SAP
Motivation• Enabling HanaHaus customers to interact
with the reservation system using natural language
• Simplify user experience for recurring booking
Features• Reserve, extend, and cancel reservations through text
messages
• Answer common questions regarding HanaHausand the reservation process
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Example: HanaHaus Bot
Cloud Platform
Reservation System
Twilio
HanaHaus Bot
Reservation System API
Intent Matching
Entity Extraction
Memory Management
Function Execution
Response Repository
FAQ Handling
NLP Libraries
ARCHITECTURE
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Digital Assistant Usecase : SAP Fiori CopilotDigital Assistant for SAP Applications
• Conversational (Multi-Modal) UICommunicates in natural language via text, gesture or voice.Enables to converse with others, within the business context.
• Business Context AwarenessOffers insights based on roles, context and business situation.Recognizes business objects on the screen or within conversations.
• Quick ActionsOffers suggestions to help decide on the proper course of action.Quick creation of business objects, prompting for minimal input.
• Learns and RecommendsStarting with pre-defined business rules and gradually learning from behavioral data, recommending next best actions to the user.
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Glenn NeuberBusiness Lead APJ, Innovation Center Network Silicon Valley/Brisbane [email protected]
Thank you.Stay curious!
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© 2017 SAP SE or an SAP affiliate company. All rights reserved.
SAP Clea for Service Ticket IntelligenceAutomatic classification and suggested responses of customer service tickets
A Glimpse at the Solution
Improve resolution rate, time to resolution, closure rate
Read ticket content, determine category, and automatically route ticket
Provide potential solutions to agent
Categorize tickets Suggest solution Boost customer experience