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1Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Capgemini Romania
Bucharest, ABSL Annual Conference
Oct 2018
2Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Table of Contents
Capgemini at a glance
Intelligent Automation
Introduction to Chat Bots & Action Bots
The Druid Chat Bot
3Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
We believe that technology
is made by people, for people
Peopleare at the
centerof everything
we do
3© Capgemini 2018. All rights reserved |
At Capgemini we see things differently
4Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
We are a multicultural people company…(as of September 2017)
North America
~17,490
Latin America
~8,160
Europe
~65,980
Middle-East & Africa
~1,540
Asia-Pacific
~5,240
India
~100,190
~200,000 people worldwideworking together
as one team
5Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Table of Contents
Capgemini at a glance
Intelligent Automation
Introduction to Chat Bots & Action Bots
The Druid Chat Bot
6Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Enterprise
Gamification
Knowledge
Bot
Cognitive
Bot
▪ Advanced application built with Artificial Intelligence methods - natural
language processing, machine learning, APIs & web services. Cognitive
bot recognizes the real intent of the user and answer is based on the
context using reasoning based methods. Machine Learning methods are
used to improve quality and precision of the bot.Digital
Adoption
Bot
Framework
Action
Bot
▪ The Knowledge Bot uses Natural Language Processing (NLP)
to identify the question and provide the answer. It follows a Q&A
patterns and is supported by analytics to improve quality of
respond and interaction.
▪ Receive alerts - bot informs when something happens on a
chosen schedule/ event/ activity
▪ Perform actions - bot executes relevant tasks or direct actions on
your behalf
▪ Get information - bot delivers information and actionable insights
▪ Complete tasks - bot orchestrates workflow across applications
showing tasks in a simple, conversational UI
▪ Application of game-design elements and game principles
in non-game contexts to improve e.g. user engagement,
organizational productivity or learning. Deployed to drive
adoption of cognitive solutions.
▪ Adoption Change Management is specially
designed communication plan with methods &
techniques for different stakeholders which
we use to drive the digital change as part of
transformation to Cognitive solutions
▪ Is the layer responsible for orchestrating and coordinating
the API services. One bot can integrate and orchestrate
actions of various types of bots.
Technology framework Adoption framework
Capgemini‘s approach to apply Cognitive capabilities of Artificial Intelligence through complete chatbot framework
7Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Chatbot (or Virtual Assistant): What is it?
▪ A humanized, effortless experience on the web channel.
▪ Connect users to the right resource, person or device.
▪ Monitor every user interaction and tune the virtual assistant accordingly for continuous performance improvement.
▪ Learn about your users` interests, understand their behavior and filter out the semantic “noise” so that you can respond to the most relevant issues.
▪ Engage 3 times more than a traditional FAQ or web-self service.
▪ Allow your users to naturally express themselves in a human-like type of written conversation.
▪ Personalize the right “one” answer so that users can solve their requests.
Answer Guide
Communicate Listen
MeasureEngage
8Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Why Chatbots?
Service at your fingertipsSeamless and easy conversation instead tens of clicks, calls and voice mails.
• Available 24x7
• Scalable
• Multiple channels supporting mobility
• Less „tickets” – More answers and actions
Smarter workGet answers when you need them.
Combine chatbots with Robotic Process Automation and APIs to action requests instead of waiting for someone to pick up a ticket.
Add value with extensible components.
Digital WorkplaceConnect clients and employees with applications, knowledge bases and even hardware components of your workplace.
Wherever you are – our bots are with you.
9Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Accelerated Benefits through Chat Bots
CostReduction
▪ The use of automation and more productive support channels brings down the cost of high-quality support
▪Data Science project can help driving the cost down by targeting specific client problem (e.g. by predicting the risk of end user complaint or a risk of server failure)
Quantifiable Productivity Gains
▪ Automated processes and higher resolution rates translate to less time requesting and receiving support, more time working.
▪ Automated service request process accelerates fulfilment
▪ Improved operational efficiency
▪ Improved services & better management decisions
Enhanced User Experience
▪ Fast, flexible support through any channel the user prefers, any time and from anywhere
▪Modern digital communication caters to Gen X, Gen Y, and Gen Z employeesand contractors
▪ Improved end user satisfaction & reduced complaints
EnhancedBrand
▪ Enabling users to leverage social collaboration communication to get the support they need, when they need it
▪ Enhanced brand and customer experience
▪Modern digital AI capabilities attracting top talents
10Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Chatbot functionalities and conversation types overview
How do I turn on my headlights?
Short Tail
Long Tail
100s 100,000+
Freq
uen
cy o
f q
ues
tio
n
Trained and prepared for a discrete set of
intentions…
▪ 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)
Unique intents
My exhaust is making a rattling sound, how do I troubleshootthe problem?
Uses search engines to find a set of possible answersin a broader set of sources of information
FAQ
Customize Answers
Using Emotions
Taking actions
Offering Advise
Capabilities
▪ Trained using FAQ ▪ Adding chitchat
intents to make it human and user friendly
▪ Custom information is incorporated into answers
▪ Light integration with back end systems
▪ Different answers or actions based on emotions “Sentiment Analysis”
▪ Connecting to the company back end systems
▪ Taking actions as answers
▪ Using predictive analytics, cross selling and upselling can be included
Complexity
With sophisticated functionalities the complexity and the development of the chatbot increases
11Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Some chatbot
opportunities
Master Data Management (Eg: Vendor/Customer/Employee master data updates)
IT help desk (Resolving L1 tickets, Eg: Password reset, Process/provide Access request
P2P Help deck (Eg: Handling, Responding and Routing Invoice queries)
HR service desk (Eg: Employee onboarding, Handling/routing employee queries, updates, etc.,)
Product help desk (Eg: Handling standard FAQs, routing product queries to designated personnel, Product query management)
C2C help desk (Eg: Handling customer billing queries and standard FAQs)
12Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Table of Contents
Capgemini at a glance
Intelligent Automation
Introduction to Chat Bots & Action Bots
The Druid Chat Bot
13Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
How it works
CRM
ERP
HR
Conversation Designer
Apps Connector
DW
…RPA
14Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Using simple and intuitiveconversational interfaces
15Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Based on a robustand flexible architecture
16Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Having 150+ skills built-in
Fo
r e
ve
ry
roleindustryprocess
For Customers20+
For Employees10+
For Business Partners
10+
For Marketing & Sales
10+
For Supply Chain
Management50+
For F&A20+
For Customer Service
20+
For HR10+
For Managers10+
17Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
Timesheet Reporting Chat Bot Assistant
Challenges and opportunities Solution
➢ Multiple, parallel, systems of timesheet reporting, for internal and external resources
➢ External resources not able to use the company’s infrastructure
➢ Issues on tasks and projects allocation to resources
➢ Multiple errors on time reporting, such as: cost center, task, project phase, etc.
➢ Time consuming timesheet consolidation of internal and external resources
➢ A Chat Bot interface for employees to ask questions using natural language about different combinations:
• Time booking: Type of projects / Project phase /Time interval
• Vacation requests/approval: Remaining days, back-up resource, etc.
➢ The Chat Bot starts the conversation and provides each resource only the list of projects and tasks allocated by the Project Manager
➢ With just one input, the chatbot feeds data into multiple systems, in different formats
➢ The Chat Bot sends reminders and reports autonomously with/to the employees and project managers / line managers
➢ Multiple conversational interfaces: Skype, Slack, Facebook messenger, mobile applications also, etc.
18Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.
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 itsstrong 50-year heritage and deep industry-specific expertise, Capgemini enablesorganisations to realise their business ambitions through an array of services fromstrategy to operations. Capgemini is driven by the conviction that the businessvalue of technology comes from and through people. It is a multicultural company of200,000 team members in over 40 countries. The Group reported 2017 globalrevenues of EUR 12.8 billion.
About Capgemini
Learn more about us at
www.capgemini.com
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Copyright © 2018 Capgemini. All rights reserved.
People matter, results count.