the future is now with machine learning and intelligent ... events/wellington 20… · customer...

CUSTOMER

Glenn Neuber

Business Lead APJ, Innovation Center Network Silicon Valley/Brisbane

The Future is Now with Machine Learning and Intelligent Digital Assistants

2CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SAP Leonardo Digital Innovation System


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

The ICN Innovation Engine

Agile as a start-up with the backbone of SAP


Software is becoming smarter

and this changes our daily lives


Machine Learning is embedded across the SAP portfolio

Finance

Marketing

Sales

Service

Human Resources

Procurement

Supply Chain

Platform

Cash Application Accounts Payable Predictive Accounting …

…Brand Impact Customer Behavior Segmentation

…

Service Ticketing

Customer Retention Sales Forecasting

CoPilot

…

…

Goods & Services Classifier …

Solution Recommender

Profile Completeness

…Resume Matching Learning Recommender openSAP Translation

Financial Advising

Forecasting (IBP) Stock in Transit

Available now Wave 2 Wave 3

Machine Learning Foundation …Model Training Infrastructure


Example: SAP 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


Example: SAP Service TicketingAutomatic 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 ticketProvide potential solutions to agent

Categorize tickets Suggest solution Boost customer experience


SAPPHIRE NOW 2017 SAP Customer Retention Demo Link: https://www.youtube.com/watch?v=RVHXw21hK8w

https://www.youtube.com/watch?v=RVHXw21hK8w


Incoming dynamic data

from various channels

Sort, classify &

route events

Identification of customers

who are about to churn

Build an overview of the

customer journeyIdentify critical events/

churn indicators

Take proactive actions to

prevent customers from

churning

Example: SAP Customer Retention


Example: SAP Customer Retention

Insights Discovery Engine


User

Profile Matching

Service Analytics

Invoice Processing

...

Image / Video

Advanced Numerical

Text

...

Data

Scientist

Developer

ML Business Services ML Technical Services

Provisioning Infrastructure

Kubernetes

Docker

TensorFlow

Training Infrastructure

SAP Leonardo Machine Learning Applications

API Business Hub

Python Golang

SAP Leonardo Machine Learning on SAP Cloud Platform

Data Science Interface

SAP Leonardo Machine Learning – Platform Architecture

Enable developers and partners to apply machine learning


Chatbots Usecase: HanaHaus Bot

HanaHaus:

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 HanaHaus

and the reservation process


Example: HanaHaus Bot


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


Conversational (Multi-Modal) UI

Communicates in natural language via text, gesture or voice.

Enables to converse with others, within the business context.

Business Context Awareness

Offers insights based on roles, context and business situation.

Recognizes business objects on the screen or within conversations.

Quick Actions

Offers suggestions to help decide on the proper course of action.

Quick creation of business objects, prompting for minimal input.

Learns and Recommends

Starting with pre-defined business rules and gradually learning from behavioral data, recommending next best actions to the

user.

Digital Assistant Usecase: SAP Fiori Copilot

Digital Assistant for SAP Applications


SAP Leonardo Machine Learning Discovery Service

Service Description

Machine learning technology provides new solutions to existing and new

business opportunities. We conduct an onsite workshop with you to define

an approach for your business to benefit from the capabilities of machine

learning. SAP machine learning experts provide guidance about the benefits

of machine learning and intelligent application – for potential uses cases and

line of businesses.

Delivery Approach

Applications

SAP Leonardo Machine Learning

Foundation

S/4HANA and other backend

systems

Key Deliverables

Initial customer vision to machine

learning

Value proposition based on

SAP Leonardo machine learning

High level action plan

Discovery Analysis Ideation Prototyping Action Plan

Fundamentals &

SAP machine

learning vision

Customer Vision,

Goals and Needs

Imagination and

Inspiration

Summary,

Prioritization &

Next Steps

Low fidelity

prototypes

Business Benefits

Understand the business benefits of machine learning and intelligent

applications

Define a vision and value proposition for machine learning based on SAP

Leonardo

Validate a high level action plan to maximize business benefits

Variants & Duration

Standard variant: 1 day onsite

(3 person days effort based on T&M)

Variant with extended prototyping:

2 days onsite

(6 person days effort based on T&M)

Contact Information:

Glenn Neuber

Business Lead APJ, Innovation Center Network Silicon

Valley/Brisbane

[email protected]

the future is now with machine learning and intelligent ... events/wellington 20… · customer...

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