the future is now with machine learning and intelligent ...€¦ · the future is now with machine...

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

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

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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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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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


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


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


SAP Clea for Customer Retention InsightsInsights Discovery Engine


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


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


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.


Glenn NeuberBusiness Lead APJ, Innovation Center Network Silicon Valley/Brisbane [email protected]

Thank you.Stay curious!

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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

the future is now with machine learning and intelligent ...€¦ · the future is now with machine...

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