Pega & Artificial Intelligence

1. CW
IN
CAPGEMINI
WEEK OF
INNOVATION
NETWORKS
Always on Customer
Engagement:
Real AI at work with PEGA
Roberto Lei | Italy Country Manager | Pegasystems
Matteo Bonati | Insurance Delivery Partner | Capgemini
CWIN – Capgemini Week of Innovation – Milano 2018

2. https://www1.pega.com/ai-survey
2
Do you know AI?

3. © 2018 Capgemini. All rights reserved. 3
Swarm
Intelligence
Natural Language
Generation
Deep Learning
Platforms
Semantic
Technology
Biometrics
Image & Video
Analysis
Speech
Recognition
Virtual Agents
Machine Learning Platforms
AI-Optimized
Hardware
Decision Management
Robotic Process Automation
Text Analytics & NLP
Source: Forrester / Tech Radar AI Technologies (2017)
Top 10 Hot AI
Technologies

4. © 2018 Capgemini. All rights reserved. 4
ONE
always-on
AI brain
Coordinated intelligence across functions
Coordinated intelligence across channels
Consistent messages & decisions
Engage with
offers of value
Optimize
sales revenue
Satisfy and
serve
Execute on your
promises
OPERATIONS
MARKETING
SALES
AI-POWERED
CUSTOMERDECISION
HUB
CUSTOMER
SERVICE

5. © 2018 Capgemini. All rights reserved. 5
Next-Best-Action
Balancing Every Engagement, In Real-Time
BUSINESS
OBJECTIVE
S
SALES
SERVICE
RETENTION
RISK
CUSTOMER
NEEDS
CONSISTENT
CONTEXTUAL
TIMELY
RELEVANT
HTT
P

6. © 2018 Capgemini. All rights reserved.
The New Standard For Customer Engagement
Never Starts or Stops: It’s Always-On
PREDICT
Their Interests, Value,
and Loyalty
ADAPT
To Their Changing
Situation
PERSONALIZE
For Each Individual
and Context
DELIVER
In Moments
Of Need
And you can decide how much TRANSPARENT or OPAQUE it is:
15

7. © 2018 Capgemini. All rights reserved.
Pega delivers Digital Transformation – without limits
Real-time AI to
acquire, retain, and
deepen
relationships
AI guidance
makes sellers,
partners, and
agents effective
Deliver efficient, omni-
channel service
Apply robotics and
intelligence across
the enterprise
Automate work and
outcomes from
end-to-end
AI-powered insights
to continuously
improve and adapt
Build and change apps 8X
faster with no code
Scale without limits
Pega®
Marketing
Pega® Sales
Automation
Pega® Customer
Service
Digital Process
Automation
Robotics
and AI
Artificial
Intelligence
Pega® Platform
Built-in DevOps, CI/CD,
and Agile tools
Customer
Engagement
Digital Process
Automation

8. © 2018 Capgemini. All rights reserved.
CW
IN
CAPGEMINI
WEEK OF
INNOVATION
NETWORKS
Digital transformation at work
with Pega:
Insurance & Healthcare example

9. © 2018 Capgemini. All rights reserved.
The business disruption
The challenge in Insurance and Healthcare industry
From Risk
Mitigation to
Risk Prevention
& management
From industry silos
to service
ecosystem
From selling
products to
tailoring
integrated
services
From a once-a-year
purchase
to an ongoing
valued partnership
to make life better
From Minimal Customer Engagement to
Always On Customer Engagement

10. © 2018 Capgemini. All rights reserved.
Bringing personalization & performance to Insurance & healthcare
Customer
Engagement
Digital Process
Automation
Pega Foundation for Healthcare
Customer
Service for
Healthcare
Sales
Automation
for
Healthcare
Pega
Marketing
Product
Composer
System
Claims
Automation
Pega
Care
Managem
ent
Mobile Sales and Enrollment
i.e. Enrollment app built on the platform
extended to mobile tablets that enabled
35% decrease in agent time to completion
of app
Improved Operational Efficiency
i.e. Leveraging Pega in 40 programs
across the enterprise, UHG’s 100,000 Pega
users streamline operations &
personalize service for ~100M members
& physicians
A 65% reduction in cycle time!

11. © 2018 Capgemini. All rights reserved. 11© 2018 Capgemini. All rights reserved.Engage in Patient Success!
Next-gen digital platform
DIGITAL HEALTH
PLATFORM
Multi-country & -program
Health Application with
regular Upgrades
Patient Engagement team
from onboarding, monitoring,
experience to analytics
Pay per patient
Healthcare Business Platform
DIGITAL ENGAGEMENT
SERVICES

12. © 2018 Capgemini. All rights reserved.
Engagement
Voice, SMS, Chat, Video
Chatbot, Speech Recognition IVR
Patient Experience
o Digital Care pathway
o Mobile App + Web portal
o Home Assistants, connected devices
HCP Experience
o Key information
o Patient daily life understanding
o Engage with peers
o Mobile App + Web portal
Nurse Experience
o Follow-up, Outreach, Support
o Enrollment
o Care pathway customization, goals
Digicare connects the Patient with the Care team

13. © 2018 Capgemini. All rights reserved.
The best experience with the patient at the heart
o Track the patient’s daily life
o Provide the patient with high-value
continuous experience
o Engaging but medically
meaningful: check points, care
pathway
o Tailored to each specific treatment:
steps, goals, and rich media
content

14. © 2018 Capgemini. All rights reserved.
Platform architecture - simplified

15. © 2018 Capgemini. All rights reserved.
Success story - a dedicated platform to enable a Big pharma to
deliver “PSP as a service” for any brand in any territory
ONE PATIENT
EXPERIENCE Videos
Quiz
eLearning
Communauties
Mob apps
Call center
CARE TEAM
Disease
information
Drug
good usage
Coaching
Patient
journeys
Personalization
Reminders
Enrollment
Pre enrollment
BUILD ROLLOUT
RUN
Pilot Ctry1 Ctry2
END-TO-END SOLUTION
Delivery model
Multiple
Pathologies
One stop
shop
GPHCP
Remote
Monitoring
Global platform
+5 en roadmap 20182018 Roadmap: +2
4 active
programs
2
4
3
2
2
8 apps
13 programs
12 countries+5 million
eligible
patients
FIX
PRICE
+