AI & Data insights - New technologies to bring insights at the Point of Action

1. AI & Data Insights
New Technologies to bring
Insights at the Point of Action
Massimo Ippoliti
Rome, September 28th, 2017
#CWIN17

2. AI & Data Insight | Rome September 28th 2017
Copyright © 2017 Capgemini. All rights reserved. 2
Immersive Insights…represents a common and hidden factor
Big& Fast Data InMemory Computing Machine/Deep Learning Data Services
Bring Insights at the
Point of Action
CoolBI
Visual
Agile
Cloud
DemocracyDiversity
Cognitive
Actionable
Cognitive
Process
Automation
Automate
Tasks
Agile
Service
Consumption
JourneyOrchestration
Cognitive
Actionable
Data Governance
Insights
driven CX
Automate
Tasks
Agile
Service
Consumption
JourneyOrchestration
Cognitive
Actionable

3. AI & Data Insight | Rome September 28th 2017
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Artificial Intelligence encompasses a range of technologies that learn over time as they are exposed to more data..
“ We had the computer revolution, the smartphone revolution, and
the internet revolution but AI will probably
be the biggest technological shift we have ever seen.”
Edouard d’Archimbaud, Head of Data & AI Lab, BNP Paribas
Source: Capgemini report “Turning AI into concrete value: the successful implementers’ toolkit ”
Technology
Where artificial Intelligence as Cognitive Services represents key
innovation for immersive Insights…

4. AI & Data Insight | Rome September 28th 2017
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Artificial
Intelligence
2930%
Increase in sales leads experienced
by Harley-Davidson using an AI tool in
three months
20%
Improvement in emission value by AI
over a manual setting at a Siemens
gas turbine
35%
Improvement in customer Service
efficiency at KLM using an AI platform
for chat bot and biometric voice
recognition
74%
Share of organizations implementing
AI who believe that AI is making their
organization more creative
…impacting effectively on Digital Transformation
Customer Experience
Operational Process
Business Model
With impact on:
Source: Capgemini report “Turning AI into concrete value: the successful implementers’ toolkit ”
Technology
12,000
New Wholesales Loan Contract
interpreted per year at JP Morgan
60%
Response Time reduction at ICICI
Bank, India largest private-sector
bank, developing robot capabilities as
“quasi banker”, carrying out
remittance while helping customers in
loan choice, email sorting

5. AI & Data Insight | Rome September 28th 2017
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Process Orchestration
Robotic Process
Automation
Cognitive
Services
 Execute repetitive Tasks
 Single UI as integration of pleanty of
apps
 Simple processes + simple business
rules
 Self Process Automation
 Manage Volume, not complexity
 Automate getting information form external
sources (as AI senses): pattern recognition &
tagging
 Transform tags in piece of information:
textuale pattern recognition (Expert systems
vs Machine Learning)
 Replace human decisioning embedded in
processes (next best task/action)
 Big data required to store bulk process Data
 Connect tasks in consistent journeys
 Calls for data service and business rules
 Support User Collboration
 Complex Processes and Rules
 Collect process variable and give context to
decisions
…impact on operational processes opens a new era of process automation

6. AI & Data Insight | Rome September 28th 2017
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CONVERSATION CHANNELS
BOT ORCHESTRATOR
Micro services architecture
AI TOOLS:
CLOUD COGNITIVE PLATFORMS
NLP
MACHINE LEARNING
Cognitive Services Amazon Lex
VOICE MESSAGING VOICE & MESSAGING
RPA
CLIENT ARCHITECTURE
CONTACT CENTER
Microsoft Bot
Framework
IBM
Watson
Stamplay
…where SmartBots come to play in the AI space…

7. AI & Data Insight | Rome September 28th 2017
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#Intents100s 100,000+
Short tail
Long tail
“Internet is not working” “I want to change the mobile plan of my mother but I don’t have
her password, can I do it?
For these area several techniques can apply to provide an
answer. Send it to an human agent or use search engines
to find a set of possible answers in a broader set of
sources of information
Frequency of
the question
Trained and prepared for a
discrete set of
intentions…
Short tail analysis:
• Some capacity to explore
open questions
• Trained on closed
questions with 1 sole valid
response
• Providing a 100% certain
answer
• Closed set of sources of
information
• Able to provide more than
text as an answer (actions)
…Artificial Intelligence playing central role in recognizing the human purpose
ant intents

8. AI & Data Insight | Rome September 28th 2017
Copyright © 2017 Capgemini. All rights reserved. 8
Thank You!
Phone: +39 3483080672
massimo.ippoliti@capgemini.com
Massimo Ippoliti
Head of Data and Cloud Practice
Twitter: @MaxIppoliti
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