Design the new customer experience using artificial intelligence and robot process automation

1. Informations,
robots and humans

4. The next wave
Human
expectations
Technological
opportunities
Corporate
transformation
Past Now Soon Tomorrow Future
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

5. The next wave
Human
expectations
Technological
opportunities
Corporate
transformation
Opportunity
space
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

6. IN THE LAST TWO YEARS
The transformation challenge

7. HUMAN EXPERIENCE
PRODUCTS & SERVICES
PLATFORMS
PROCESSES & ORGANIZATION
TOOLS
HUMAN EXPERIENCE
TRASFORMING
from human
to human
by technology

8. Agents
Clients
Devices
and
channels
Processi di supporto
New smart services for the customer
Agent empowering
Robot process automation
Line of
interaction
Line of
visibility
Backoffice
TRASFORMING
the service
delivery model

9. THE BIG CHALLENGE
IA
collaboration

10. RPA
Adapting services
(smart)
Machine learning
systems
human robot interaction
IA

11. Push
“take a look”
Pull
“can you”
information discovery
through agent in corporates

13. THE ISSUE
Acceptation in
making technology
a partner

14. Thank you
@lucamascaro
www.sketchin.ch