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Cognitive Solutions

"Conversational AI
Capgemini’s approach and best practices
while deploying cognitive solutions"

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Cognitive Solutions

  1. 1. CW IN CAPGEMINI WEEK OF INNOVATION NETWORKS Conversational AI Capgemini’s approach and best practices while deploying cognitive solutions Lukasz Ulaniuk, 24th September, Krakow
  2. 2. 2© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Capgemini’s Connected Employee Experience Give them everything they need to experience it all. Personalized, user-centric IT services End-to-end value chain Full integration Intelligent Service Desk utilizing user personas, analytics and omni channel support Smart Service Center Second line support in offices and remote for corporate & BYOD devices Distributed Smart Services Third line support for all remaining services Connected Support Services Align with business objectives and drive adoption Seamless, personalized, predictive experiences driven by data analytics, AI, cognitive computing, digital adoption Connected Workspace Connected Office Connected Employee Access apps and data wherever you are Interconnect with your surroundings in our place of work Interconnect with your colleagues, clients and support Organizational Transformation
  3. 3. 3© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Connected Employee: Core elements Use intelligence to deliver personalized, engaging services Cognitive solutions Digital adoption Social & collaboration
  4. 4. 4© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience The future of AI Exponential Growth of Computing; Courtesy of Ray Kurzweil and Kurzweil Technologies, Inc. • We achieve one Human Brain capability (2 * 10^16 cps) for $1,000 around the year 2023. • We achieve one Human Race capability (2 * 10^26 cps) for $1,000 around the year 2049. Source: http://www.kurzweilai.net/the-law-of- accelerating-returns
  5. 5. 5© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience The Pace Just Keeps Increasing and most of us will not even realize It 2018 • OpenAI bot beat a team of former professional players in 5x5 Dota 2 game • It plays 180 years worth of games against itself every day, learning via self-play (reinforced learning) Dota 2 – an online Real Time Strategy game Go – strategy board game with possible outcomes greater than the number of atoms in the universe (>1080) 2014 • Development started in 2007 • Win against humans projected in 10 years 2017 • The world’s best player was defeated • “Last year, it was still quite humanlike, but this year, it became like a god of Go.”
  6. 6. 6© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience The Man against the Machine Source:http://aiindex. org/2017-report.pdf
  7. 7. 7© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Cognitive Solutions: Broad range of advanced capabilities Cognitive Solutions 8 1 2 3 4 5 6 7 Classification Models grouping data into segments for better understanding of hierarchical relations, e.g. automated system for financial documents classification Predictive Modelling predicting occurrences of certain categories of events, e.g. type and volume of future incidents, complaint probability based on ticket handling process Bot training Chat bot machine learning - training to automatically improve user intent recognition IoT insights & decisions managing automatically huge amount of data coming from IoT devices for intelligent purposes e.g. office space utilisation management Computer vision gaining high-level understanding from digital images or videos. image recognition, e.g. recognize error type from a screenshot, face recognition, e.g. biometric user identification Text mining & text analytics mining and analysing text data to discover patterns, extract useful knowledge, and support decision making e.g. identify automation use cases, sentiment analysis Natural Language Processing (NLP) voice/text understanding in natural language e.g. Virtual Assistant (Chat/Voice bot) Speech recognition recognition and translation of spoken language into text, e.g. Alexa, Siri, Cortana Machine Learning Cognitive Thinking These capabilities can be mixed in different combinations to create a cognitive solution
  8. 8. 8© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Cognitive Solutions: Smarter, faster service delivery through applied intelligence and automation Automated response in Business Services RESPONDING BUSINESS SERVICES OPERATIONAL SERVICES APPLICATIONS INFRASTRUCTURE The assistant Hello, I’m Eva, your IT Virtual Assistant. You can ask me a question anytime You I would like to connect to chat agent The assistant I just connected you to an operator The assistant Hello Hi, I would like to ask … User voice/text input Documents & images ▪ Digital ▪ Printed Databases & other systems IoT devices INPUTS Thinking Learning Cognitive Solution initiates autonomous action
  9. 9. 9© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Cognitive Solutions: Conversational AI - bot framework Cognitive Bot Action Bot Knowledge Bot Enterprise Gamification Digital Adoption Bot Orchestration Technology framework Adoption framework
  10. 10. 10© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Communication and user engagement are key to the success of the chat/voice bot and many other technologies (Skype, Teams, SharePoint) Gamification has emerged as a significant trend in recent years. Gamification uses game mechanics and game design techniques in non-gaming context – it's a powerful tool to engage employees, customers and the public to change behaviors, develop skills and drive innovation. Gamification has become an essential part of any digital business strategy as a way of digitally motivating people and overcoming barriers of scale, time, distance, connectedness and cost. Gartner.com Adoption framework
  11. 11. 11© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Cognitive Solutions: An end-to-end approach to deploy conversational AI ▪ Explore market trends ▪ Build understanding of cognitive concepts ▪ Capture key drivers for bringing cognitive capabilities ▪ Explore key technologies – demos and expert/partner interactions ▪ Define key requirements Discover 1Cognitive solutions strategy ▪ Apply Data Science to propose the best use cases ▪ Design and validate customer journey (as is and to be) ▪ Design deployment plan ▪ Develop high-level architecture and business case Devise 2Cognitive solutions assessment ▪ Develop/pre- configure/train bot ▪ Deploy bot ▪ Prepare and execute user tests ▪ Design & execute communication plan ▪ Deploy gamification campaign Deploy 3Cognitive solutions deployment ▪ Bot knowledge management ▪ Technical support ▪ Bot configuration and updates (intent, entities, training dialogues) ▪ Development professional support ▪ Reporting/dashboards Sustain 4Cognitive solutions long term deployment
  12. 12. 12© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience Contact details lukasz.ulaniuk@capgemini.com Senior Architect – Cloud and Edge Connected Employee Lead Lukasz Ulaniuk Jon.Harriman@capgemini.com Vice President – Head of Cloud Infrastructure Services Portfolio Jon Harriman michal.przybylowski@capgemini.com Cloud Cognitive Solutions Senior Expert Michal Przybylowski
  13. 13. This message contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2018 Capgemini. All rights reserved. This message is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion. About Capgemini Learn more about us at www.capgemini.com

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