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Content, Artificial
Intelligence, &
Productivity
Today’s Webinar
Productivity
challenges
1
Modern content
management
2
The increasing
role of AI
3
Some practical
examples
4
productivity noun
pro·​duc·​tiv·​i·​ty |  prō-dək-ˈti-və-tē
Definition of productivity
1 : the quality or state of being productive
Source: Merriam-Webster Dictionary (2020)
productive adjective
pro·​duc·​tive |  prə-ˈdək-tiv
Definition of productive
3 a : yielding results, benefits, or profits
b : yielding or devoted to the satisfaction of wants or
the creation of utilities
Source: Merriam-Webster Dictionary (2020)
Different types of
productivity
5
Third-party
productivity
Customer
productivity
Employee
productivity
Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
Productivity
Today’s world = new
challenges
Organization’s systems are not fully connected to each other
Time spent daily looking for information
See the potential
of AI to automate
mundane tasks
*Results of a November 2019 survey of UK Financial Services companies
Believe their
organization lacks the
skills to capitalize on AI
Average
number
of solutions
60% 60%
In 20+ years of
enterprise content
management,
nothing has really
changed
52
mins
Content Productivity
Challenges
Business apps
& systems are
multiplying
Remote working
& mobile devices
increase
complexity
Outdated
technologies
have created
information silos
And, we need to
perform work at a
never-before-seen
scale
Demand for
data has never
been greater
Diversity of
information is
increasing
Can’t deliver
information to
the point where
work is done
Users can’t
access
information when
they need it
Critical business
information is
hard to find,
harder to manage
Simply put, many
systems just can’t
keep up with it all
Data makes
content
accessible & fuels
transformation
New types can be
hard to find &
require special
tools
Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
Modern Content
Demands a modern
solution
Modern Content Brings New
Challenges
Silos aren’t
going away
 Information silos are a reality of the
modern workplace
 Content-centric apps are multiplying
and many offer rich user experiences
 People will continue to use apps and
services that make them more
productive
 The legacy approach was to put
everything in one repository
 Clearly, this is not a viable approach
for modern content management
Intelligent
Information
Management
12
Information = data +
content
Readily accessible Contextual
Available anywhere Governed & secure
Content as an
Enterprise Service
Applications
Content/Case
Management
Solutions
Business &
Productivity Apps
Mobile Apps &
Services
…
Content Services Platform
Content Models &
Lifecycles
Content
Delivery
Metadata
Enrichment
Enterprise Case
Management
Data Model
Security
& Audit
Query
& Search
Ingestion
Universal Data Model
Comprehensive API
Data & File Storage
Legacy ECM
Amazon S3 &
Glacier
EFSS …
 Establish a common service for content,
regardless of where it is stored
⁃ Single API for access to content
⁃ Standard data model
 Deliver information when, where and
how it is needed
⁃ Support mobile access and customer
self-service use cases
⁃ Access to content in the “context” of the
work users are performing
⁃ Rapidly develop purpose-built content &
case management applications
13
Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
AI & Productivity
A new tool for today’s
information challenges
What Types of Productivity
Problems Does AI/ML Solve?
15
InsightExtract Automate
Any Number of Public
Cloud Services for AI…
0001000111010111
1000111010111010
1110101100110011
1010110011100011
1100110010111001
 Pretrained machine learning models
 Provide commodity services:
⁃ OCR/ICR
⁃ Sentiment analysis
⁃ Translation
⁃ Transcription (speech-to-text)
⁃ Facial/celebrity recognition
⁃ Etc.
 Stackable or stand-alone
 Look for standardized approach to
connect
 But beware the law of large numbers
Land Vehicle Vehicle Car Motor Vehicle
Transport Parking Mode of Transport Van
Automotive Tire Bumper MinivanTire
Sport Utility Vehicle Family Car
Vehicle Registration Plate
Chevrolet Tahoe
Asphalt Gas Minibus
Generic Services = Generic Data
Note: Depicts actual data generated from accident image by Google Cloud Vision API service
Demos ability of AI/ML to
apply data to assets
Generally useful in
increasing findability and
reuse
Relevancy and accuracy of
the model is inherently
limited
1
2
3
Model returns a set of labels
lacking business-critical
data elements
4
Custom ML Models =
Business-Specific Data
Brand: Chevrolet
Model: Tahoe
License St.: Illinois
License No.: K24 1771
Custom models produce much
more relevant data values1
True entity extraction
enables workflow
automation
2
Business value inherently
increases with specificity of
the data generated
3
Veh. Color: Gold Mist Metallic
Brand: Dodge
Model: Ram Van
License St.: Illinois
License No.: XXX 8242
Veh. Color: Bright White
Operator: John Smith
Enriching Content
Across the Enterprise
19
Master Metadata Model
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata F
System 1 System 2 System 3 System 4 System n
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Metadata A
Metadata B
Metadata C
Metadata D
Metadata E
Intelligent Automation
for Onboarding
20
What form
is it?
Is it complete?
Has it been
signed?
Form
Processing
Yes
No
1 Classification
2 Exception handling
3 Entity extraction
4 Intelligent routing
New Insights
Enhance Automation
21
1 Image processing
2 Fraud detection
3 Damage comparison
4 Intelligent routing
Duplicate
photo?
Damage
Estimate
Yes
No
A Simple but
Powerful Example
22
 Current proof-of-concept
project for a leading hotelier
 Global knowledge
management platform
⁃ Technical manuals, best
practices, brand guidelines,
etc.
 Automatically categorize
new documents by type,
region and brand
 Publish document to
appropriate regions & brands
 Not unusual for one
document to apply to 5
different regions and 10
different brands
23
The Larger
Promise of AI
Understand content and
data as well as a
knowledgeable human,
but at scale.
Predictively deliver
information
Identify outlying data
points
Analyze usage &
importance
Recognize patterns &
connections
Using these slides
There are a number of slides included in this deck for both internal
and external users. The slides with a Black titles can be shared
with customers and the ones in Purple are for internal use only
Productivity
It’s not just about your end
users either
Low-Code UI for AI/ML
25
“Point n’ click” interface for configuring new ML models
Simple, intuitive tools to track training progress
Intelligent dashboards to monitor ML model performance
Low-Code App Development =
Easier to Deploy New Solutions
26
Flexible &
reusable
templates
Drag ‘n drop
configuration
Common
platform &
design tool
Continuous
innovation
Connect Consolidate
Connect to existing data
and content sources
Migrate content and
retire legacy systems
Key Benefits:
 Integrate multiple repositories
 Extend value of existing
systems
 Rapid ROI
 Quickly establish consistent
foundation for modernization
Key Benefits:
 Reduce reliance on legacy
systems
 Decrease total cost of
ownership (TCO)
 Support cloud initiatives
 Single, future-proof platform
time
Rational Approach to Modernization
Cloud Can Get You
There More Quickly
 But not a “one size fits all approach”
⁃ Cloud-native, not “cloud only”
 Nor on-premises vs. cloud
⁃ Self-managed vs. vendor-managed
⁃ Or, even hybrid configurations due to regulations
 Point is that a modern Content Services
Platform should give you choices
Using these slides
There are a number of slides included in this deck for both internal and external users. The slides with a Black
titles can be shared with customers and the ones in Purple are for internal use only
Putting it Together
Some customer examples
Future-proofing a top
UK bank
Challenges
 Growing volume of
documents spread across
locations & systems
 Increasing security &
regulatory compliance
mandates
 Lack of resource to
develop own solution
 Rapid growth further
exacerbating issues
Benefits
 Substantial cost reduction
 New mobile app for
personalized statement
delivery
 Prompt response to
Subject Access Requests
 Foundation for ongoing
digital transformation
(agile/DevOps)
Solution
 Migrate 2.5B documents to
Nuxeo Platform
 Replace multiple legacy
ECM systems
 Seamlessly integrate to
existing customer service
systems
Modern, Platform-as-a-
Service for Content
Challenges
 Modernize IT to compete
with new market entrants
 Replace OpenText solution
 Proliferation of doc types
made it difficult to find
information
 2-step migration approach
 Spain & Mexico, then Peru &
Columbia
Benefits
 Streamlined exchange of
customer information =
enhanced CX
 Faster time to market for
new products & services
 New PaaS completely fits
new technological landscape
 Improved relationship
between IT & business
Solution
 Global PaaS for document
management, deployed
country by country
 OpenShift deployment for
each country
 Federate existing LiveLink
object stores
 New global discipline for
managing document types
Busting silos to
improve CX
Challenges
 Build sustainable client
relationships by offering
transparent & simple
products
 Multiple instances of
legacy ECM solution –
siloed with different UIs, data
models, repositories
 Difficult to integrate with
existing IT landscape
Benefits
 “With Nuxeo, we’re now able
to harmonise our IM land-
scape, which is incredibly
valuable because it enables
us to better manage and
utilize information for a
better customer experience.”
 Substantial cost reduction
 Compliance with GDPR
Solution
 Migrate 15B documents
over the next 3 years to
Nuxeo Platform
 Replace multiple legacy
ECM systems
 Also manage voice, chat,
audio & other rich media
Questions?
Thank you for your time today!
Read the complimentary 2020 Aragon Research
Globe report to help you evaluate vendors’ ability
to deliver Enterprise Content Platforms that
enable and empower digital business.
https://www.nuxeo.com/resources/aragon-ecp-report/
Thank you

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Combine AI & Modern Content Services to Increase Productivity by 15%

  • 2. Today’s Webinar Productivity challenges 1 Modern content management 2 The increasing role of AI 3 Some practical examples 4
  • 3. productivity noun pro·​duc·​tiv·​i·​ty | prō-dək-ˈti-və-tē Definition of productivity 1 : the quality or state of being productive Source: Merriam-Webster Dictionary (2020)
  • 4. productive adjective pro·​duc·​tive | prə-ˈdək-tiv Definition of productive 3 a : yielding results, benefits, or profits b : yielding or devoted to the satisfaction of wants or the creation of utilities Source: Merriam-Webster Dictionary (2020)
  • 6. Using these slides There are a number of slides included in this deck for both internal and external users. The slides with a Black titles can be shared with customers and the ones in Purple are for internal use only Productivity Today’s world = new challenges
  • 7. Organization’s systems are not fully connected to each other Time spent daily looking for information See the potential of AI to automate mundane tasks *Results of a November 2019 survey of UK Financial Services companies Believe their organization lacks the skills to capitalize on AI Average number of solutions 60% 60% In 20+ years of enterprise content management, nothing has really changed 52 mins
  • 8. Content Productivity Challenges Business apps & systems are multiplying Remote working & mobile devices increase complexity Outdated technologies have created information silos And, we need to perform work at a never-before-seen scale Demand for data has never been greater Diversity of information is increasing Can’t deliver information to the point where work is done Users can’t access information when they need it Critical business information is hard to find, harder to manage Simply put, many systems just can’t keep up with it all Data makes content accessible & fuels transformation New types can be hard to find & require special tools
  • 9. Using these slides There are a number of slides included in this deck for both internal and external users. The slides with a Black titles can be shared with customers and the ones in Purple are for internal use only Modern Content Demands a modern solution
  • 10. Modern Content Brings New Challenges
  • 11. Silos aren’t going away  Information silos are a reality of the modern workplace  Content-centric apps are multiplying and many offer rich user experiences  People will continue to use apps and services that make them more productive  The legacy approach was to put everything in one repository  Clearly, this is not a viable approach for modern content management
  • 12. Intelligent Information Management 12 Information = data + content Readily accessible Contextual Available anywhere Governed & secure
  • 13. Content as an Enterprise Service Applications Content/Case Management Solutions Business & Productivity Apps Mobile Apps & Services … Content Services Platform Content Models & Lifecycles Content Delivery Metadata Enrichment Enterprise Case Management Data Model Security & Audit Query & Search Ingestion Universal Data Model Comprehensive API Data & File Storage Legacy ECM Amazon S3 & Glacier EFSS …  Establish a common service for content, regardless of where it is stored ⁃ Single API for access to content ⁃ Standard data model  Deliver information when, where and how it is needed ⁃ Support mobile access and customer self-service use cases ⁃ Access to content in the “context” of the work users are performing ⁃ Rapidly develop purpose-built content & case management applications 13
  • 14. Using these slides There are a number of slides included in this deck for both internal and external users. The slides with a Black titles can be shared with customers and the ones in Purple are for internal use only AI & Productivity A new tool for today’s information challenges
  • 15. What Types of Productivity Problems Does AI/ML Solve? 15 InsightExtract Automate
  • 16. Any Number of Public Cloud Services for AI… 0001000111010111 1000111010111010 1110101100110011 1010110011100011 1100110010111001  Pretrained machine learning models  Provide commodity services: ⁃ OCR/ICR ⁃ Sentiment analysis ⁃ Translation ⁃ Transcription (speech-to-text) ⁃ Facial/celebrity recognition ⁃ Etc.  Stackable or stand-alone  Look for standardized approach to connect  But beware the law of large numbers
  • 17. Land Vehicle Vehicle Car Motor Vehicle Transport Parking Mode of Transport Van Automotive Tire Bumper MinivanTire Sport Utility Vehicle Family Car Vehicle Registration Plate Chevrolet Tahoe Asphalt Gas Minibus Generic Services = Generic Data Note: Depicts actual data generated from accident image by Google Cloud Vision API service Demos ability of AI/ML to apply data to assets Generally useful in increasing findability and reuse Relevancy and accuracy of the model is inherently limited 1 2 3 Model returns a set of labels lacking business-critical data elements 4
  • 18. Custom ML Models = Business-Specific Data Brand: Chevrolet Model: Tahoe License St.: Illinois License No.: K24 1771 Custom models produce much more relevant data values1 True entity extraction enables workflow automation 2 Business value inherently increases with specificity of the data generated 3 Veh. Color: Gold Mist Metallic Brand: Dodge Model: Ram Van License St.: Illinois License No.: XXX 8242 Veh. Color: Bright White Operator: John Smith
  • 19. Enriching Content Across the Enterprise 19 Master Metadata Model Metadata A Metadata B Metadata C Metadata D Metadata E Metadata F System 1 System 2 System 3 System 4 System n Metadata A Metadata B Metadata C Metadata D Metadata E Metadata A Metadata B Metadata C Metadata D Metadata E Metadata A Metadata B Metadata C Metadata D Metadata E Metadata A Metadata B Metadata C Metadata D Metadata E Metadata A Metadata B Metadata C Metadata D Metadata E
  • 20. Intelligent Automation for Onboarding 20 What form is it? Is it complete? Has it been signed? Form Processing Yes No 1 Classification 2 Exception handling 3 Entity extraction 4 Intelligent routing
  • 21. New Insights Enhance Automation 21 1 Image processing 2 Fraud detection 3 Damage comparison 4 Intelligent routing Duplicate photo? Damage Estimate Yes No
  • 22. A Simple but Powerful Example 22  Current proof-of-concept project for a leading hotelier  Global knowledge management platform ⁃ Technical manuals, best practices, brand guidelines, etc.  Automatically categorize new documents by type, region and brand  Publish document to appropriate regions & brands  Not unusual for one document to apply to 5 different regions and 10 different brands
  • 23. 23 The Larger Promise of AI Understand content and data as well as a knowledgeable human, but at scale. Predictively deliver information Identify outlying data points Analyze usage & importance Recognize patterns & connections
  • 24. Using these slides There are a number of slides included in this deck for both internal and external users. The slides with a Black titles can be shared with customers and the ones in Purple are for internal use only Productivity It’s not just about your end users either
  • 25. Low-Code UI for AI/ML 25 “Point n’ click” interface for configuring new ML models Simple, intuitive tools to track training progress Intelligent dashboards to monitor ML model performance
  • 26. Low-Code App Development = Easier to Deploy New Solutions 26 Flexible & reusable templates Drag ‘n drop configuration Common platform & design tool Continuous innovation
  • 27. Connect Consolidate Connect to existing data and content sources Migrate content and retire legacy systems Key Benefits:  Integrate multiple repositories  Extend value of existing systems  Rapid ROI  Quickly establish consistent foundation for modernization Key Benefits:  Reduce reliance on legacy systems  Decrease total cost of ownership (TCO)  Support cloud initiatives  Single, future-proof platform time Rational Approach to Modernization
  • 28. Cloud Can Get You There More Quickly  But not a “one size fits all approach” ⁃ Cloud-native, not “cloud only”  Nor on-premises vs. cloud ⁃ Self-managed vs. vendor-managed ⁃ Or, even hybrid configurations due to regulations  Point is that a modern Content Services Platform should give you choices
  • 29. Using these slides There are a number of slides included in this deck for both internal and external users. The slides with a Black titles can be shared with customers and the ones in Purple are for internal use only Putting it Together Some customer examples
  • 30. Future-proofing a top UK bank Challenges  Growing volume of documents spread across locations & systems  Increasing security & regulatory compliance mandates  Lack of resource to develop own solution  Rapid growth further exacerbating issues Benefits  Substantial cost reduction  New mobile app for personalized statement delivery  Prompt response to Subject Access Requests  Foundation for ongoing digital transformation (agile/DevOps) Solution  Migrate 2.5B documents to Nuxeo Platform  Replace multiple legacy ECM systems  Seamlessly integrate to existing customer service systems
  • 31. Modern, Platform-as-a- Service for Content Challenges  Modernize IT to compete with new market entrants  Replace OpenText solution  Proliferation of doc types made it difficult to find information  2-step migration approach  Spain & Mexico, then Peru & Columbia Benefits  Streamlined exchange of customer information = enhanced CX  Faster time to market for new products & services  New PaaS completely fits new technological landscape  Improved relationship between IT & business Solution  Global PaaS for document management, deployed country by country  OpenShift deployment for each country  Federate existing LiveLink object stores  New global discipline for managing document types
  • 32. Busting silos to improve CX Challenges  Build sustainable client relationships by offering transparent & simple products  Multiple instances of legacy ECM solution – siloed with different UIs, data models, repositories  Difficult to integrate with existing IT landscape Benefits  “With Nuxeo, we’re now able to harmonise our IM land- scape, which is incredibly valuable because it enables us to better manage and utilize information for a better customer experience.”  Substantial cost reduction  Compliance with GDPR Solution  Migrate 15B documents over the next 3 years to Nuxeo Platform  Replace multiple legacy ECM systems  Also manage voice, chat, audio & other rich media
  • 34. Thank you for your time today! Read the complimentary 2020 Aragon Research Globe report to help you evaluate vendors’ ability to deliver Enterprise Content Platforms that enable and empower digital business. https://www.nuxeo.com/resources/aragon-ecp-report/ Thank you

Editor's Notes

  1. Work more efficiently, take cost out of the organization. Better, faster decisions. Enhance their customer experience. Move to the cloud (cost/complexity, but also new capabilities) Compliance (never going away, but also new requirements: CCPA/GDPR)
  2. Explicit: 1. CMOD 2. Mobius 3. Similar print-stream technologies Existing archiving solutions, like IBM CMOD and Mobius ViewDirect, are now over 25 years old Difficult to support modern access methods like mobile Difficult to integrate to other core business systems Legacy systems can cost well over $2M per year to maintain – one company we are speaking with is spending $15M annually In extreme cases, communications are printed, then digitized, creating added work and cost Not cloud-native or even cloud-friendly Lack of vendor investment / innovation And, technical skills sets for these legacy systems are increasingly difficult to find And finally, let’s talk about compliance
  3. Diversity of content types has exploded Scale (100s of millions) – SMS/email/customer communications (250M/month) Tooling (video = renditions, annotations, time-based assets, etc.) And, data enrichment (not self-describing, like documents w/ full-text indexing and search, which isn’t always that effective anyway) Other modern challenges: Delivery and consumption on mobile devices Contribution via mobile apps (user expectations have changed) Data sovereignty and data locality requirements Etc.
  4. The real issue is that it is silo’d and, in many cases, almost impossible to find. And these silos aren’t going away: Information silos are a reality of the modern workplace Content-centric apps are multiplying and many offer rich user experiences People will continue to use apps and services that make them more productive The ECM approach was to put everything in one repository Clearly, this is not a viable approach for modern content management
  5. Most importantly, information should be instantly available to the people who need it and have the right to access it.
  6. Examples: We use Amazon Textract for OCR/ICR services We use Google Vision to read license plates in our insurance demos We use Amazon Transcribe to subtitle videos Public cloud services have their role to play, but also be mindful of their limitations…
  7. Two things to note here: Much more accurate data Not tagging, full entity extraction (i.e. brand = Chevrolet) Why is this important? This is how you automate a process. Can’t do this with tags. Can we do this today? Absolutely. Nuxeo Insight – Service that allows our customers to train their own models using their own content and data
  8. 60% of inbound forms are handwritten But you say: Chris, wait, we’ve been doing forms processing for years… Yes, but this content isn’t just in the mailroom anymore. Come from anywhere in the organization (email, text, social…need an enterprise service, not a mailroom scanning operation)
  9. No longer a discussion of on-premises vs. cloud And, cloud is also not “one size fits all” Self-managed vs. vendor-managed Data privacy and locality regulations may dictate hybrid configurations Need to support customer preferences for cloud infrastructure providers, storage options and even services “The traditional drivers of cloud computing—cost savings and pay-as-you-consume contracts—will likely continue to push usage. Yet the next round of adoption will likely be driven by other key benefits that cloud offers—namely speed, flexibility, and scalability.” - Deloitte, 2019
  10. Critical challenge was that they were not able to access customer data across different silos and processes New PaaS + Federation (LiveLink) … all metadata ingested into Nuxeo data model (single source of the truth) NOT using Simflofy; built their own integration to OpenText LiveLink (as well as some other existing file stores) Using Nuxeo’s binary manager (same component we use for Simflofy integration and Live Connect for Box, Dropbox, Google Drive, etc.) Spain: Employee HR documentation; customer avatars for mobile app Mexico alone is 1.5 petabytes of content Procurement, contracts, etc.
  11. Critical challenge was that they were not able to access customer data across different silos and processes New PaaS + Federation (LiveLink) … all metadata ingested into Nuxeo data model (single source of the truth) NOT using Simflofy; built their own integration to OpenText LiveLink (as well as some other existing file stores) Using Nuxeo’s binary manager (same component we use for Simflofy integration and Live Connect for Box, Dropbox, Google Drive, etc.) Spain: Employee HR documentation; customer avatars for mobile app Mexico alone is 1.5 petabytes of content Procurement, contracts, etc.
  12. Critical challenge was that they were not able to access customer data across different silos and processes New PaaS + Federation (LiveLink) … all metadata ingested into Nuxeo data model (single source of the truth) NOT using Simflofy; built their own integration to OpenText LiveLink (as well as some other existing file stores) Using Nuxeo’s binary manager (same component we use for Simflofy integration and Live Connect for Box, Dropbox, Google Drive, etc.) Spain: Employee HR documentation; customer avatars for mobile app Mexico alone is 1.5 petabytes of content Procurement, contracts, etc.
  13. Start with the customer (journey) Identify specific pain points (& establish a baseline) Define your ”to be” experience Map critical information sources & identify gaps Work iteratively (look for quick wins, immediate ROI/CX gain or both) … agile approach And, of course, look for technologies that will help you get where you. Think beyond your current systems. Investments that pay for themselves. Rational approach (app. modernisation) (agile earlier) Don’t have to move everything ”connect and consolidate” AI/Machine learning