sap leonardo machine learning overview - qlx.com€¦ · learning market by 2020 machine learning...

PUBLIC

SAP Leonardo Machine Learning Overview


60%Of human tasks will be

automated by 2025

97%Image recognition accuracy

today (better than human

rate 95%)

95.1%Speech recognition

accuracy today (better

than human rate 94.1% )

$18BEnterprise Machine

Learning Market by 2020

Machine Learning Reinvents Businesses

Source: SAP CSG analysis, McKinesy Quarterly Report July 2016, Google PR, Microsoft PR, SAP Market Model


SAP Strategy – Deliver the Intelligent Enterprise

Intelligent Technologies

Digital Platform

Intelligent Suite


SAP Leonardo Enables the Intelligent Enterprise

Intelligent

Robotic

Process

Automation

Conver-

sational AI

Intelligent Applications

Business Outcomes

77%of the world’s

transaction revenue

touches an SAP system

26Industries

7lines of business

The world’s largest

business network

Increase revenue

Re-imagine processes

Quality time at work

Customer satisfaction

Enabling innovations

Open and flexible

building blocks

On SAP Cloud Platform & SAP HANA

Intelligent ML

& Data

Science

Platform


Build the Intelligent Enterprise

Machine Learning Roadmap Excerpt

Job

Analyzer

Employee Self

Service Bot Total Workforce

Insights

Manager &

Administrator Self

Service Bot

Career Planning

"People like me"

Knowledge

Bots

Payroll Fraud

Detection

SAP Fieldglass Live

Insights

Job Matching for

Candidates

Support and

Productivity Bots

Job Seeker

Resume Ranking

Intelligent Customer

Experience Suite

Lead

Intelligence

Customer

Retention

(RTC 1811)

Ticket

Intelligence

Product & Offer

Recommendation

(RTC 1808)

Influencer Map &

Deal Finder

Multi-Touch

Customer Attribution

Contextual

Merchandizing

Self-Writing

Expense

Computer Vision

Receipts

Anomaly

Detection

AI Expense

Approvals

Invoice

Digitization

AI Invoice

Processing

Itinerary

Capture

Chatbot

BookingsRisk Impact

Predictions

Automated

Duty of Care

Proactive

Assistant

Semantic

Contract Repository

Item

Recommendation

Self-Service

Contracts

Attribute

Normalization

Semantic

Search

Item

Normalization

Sourcing

OptimizationSourcing

Recommendation

Job Matching

Timesheet

Anomaly

DetectionProgram Office

Guidance

Job

Normalization

Statement of

Work Builder

Contract

Consumption

SAP Tax Compliance

Smart AutomationPayment Block- Cash

Discount at RiskSmart Alerts for Real

Spend and P&L Analysis

Demand-Driven

Replenishment Adjustment

Stock in

Transit

Sales Performance

PredictionCash

Application

Predictive

Engineering InsightsPredictive & Prescriptive

Maintenance

Demand

Sensing

Predictive Overall

Equipment

EffectivenessPredictive Quality

Management

Smart Worker

Enablement on

Shop FloorSupply Chain

Segmentation

Advanced

Forecast

Accuracy

ML Foundation

SAP Concur

SAP Ariba

SAP C/4HANA

SAP S/4HANA(All available)

SAP SuccessFactors

SAP Fieldglass

Digital Supply Chain

& Manufacturing

Conversational AI End-to-end

suiteIntuitive UX Any language Q&A

SAP CoPilot

integration

Context

ManagementInsurance Bot Industry Bots Integration with an

additional CRM

Bring your own

model

Pre-trained

business services

Text

classification

and analysis

Image feature

analysisGPU usage Tabular and times

series analysisSpeech and audio

capabilities

Subject to change

Learning

Recommender

(RTC 1808)

Resume Matching

INTERNAL

SAP Leonardo Machine LearningIntelligent Applications

INTERNAL

SAP Leonardo Machine LearningIntelligent C/4 HANA


Intelligent SAP C/4HANA: ML Vision per Solution Domain

» Always have a sales coach

in your pocket «

Intelligent Sales Vision Intelligent Service Vision

» The symbiosis of human

and virtual assistant «

» Track customer pulse &

personalize customer engagement «

Intelligent Marketing Vision

» Deliver personalized &

contextual experiences «

Intelligent Commerce Vision

10PUBLIC© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ 10

This is Taylor.

He bought a fridge a few

weeks ago that is broken

now. He contacted the

customer service and is

waiting for his inquiry to be

dealt with.

The customer service agent

is overwhelmed by the

amount of incoming tickets

which she has to classify and

forward to the right

departments.

I sent an email

yesterday and tried

to call them and still

got no feedback.

I can’t handle this

amount of tickets

anymore!


SAP Service Ticket IntelligenceAccelerate customer service in an omnichannel front office

Service tickets

Knowledge base

articles*

Classifications

Resolutions

Routing

SAP Service Ticket Intelligence automatically processes customer

inquiries to deliver best-in-class customer service.

SAP LeonardoMachine Learning

Integration with SAP Hybris

Cloud for Customer for reduced

time to value

Enablement of customer service

to scale with increased digital

interactions

Improved service response

times with automated

processing

*SAP Service Ticket Intelligence does not replace knowledge management solutions.

Create your own intelligent infrastructure


CuRT*, the new Virtual Colleague at BASF…

...Runs on SAP Service Ticket Intelligence

What is it?

Machine learning can help you efficiently sort ticket input from a

variety of channels, suggest relevant service proposals, and

route tickets to the appropriate service agent.

• Cloud deployment

• Automated processing

• Integration with SAP Hybris Service Cloud

• Faster digital interaction processing

*Customer Request Tracking

What are the benefits?

• Frees contact center agents from repetitive, tedious tasks

• Less re-routing leads to increased speed of resolution

• Improving service response times due to automated processing

• Allowing customer service to scale with increased digital interactions

• Increasing customer satisfaction

• Lowering the overall cost of providing customer service

“With our virtual colleague CuRT, we automate incoming inquiries of multiple channels, to deliver a higher

quality and service level to our customers based on SAP Leonardo Machine Learning.”

Pedro Ahlers, Digital Growth Manager, BASF SE

INTERNAL

SAP Leonardo Machine LearningIntelligent Applications - S/4HANA


This is Rachel.

She is an accountant and

faced with repetitive tasks

and manual processing of

payments on a daily

basis.

She is highly qualified

and has a lot of ideas

how to move forward, but

is kept busy with

cumbersome and time-

consuming manual

processing.

I am wasting time

doing manual and

repetitive tasks.


SAP Cash ApplicationIntelligent receivables automation powered by SAP Leonardo Machine Learning

History

Payments

Invoices

Payment Advices

Matching proposals &

automated payment

clearing

Improves days sales

outstanding

Allows shared services

to scale as the

business grows

Seamlessly integrated

with SAP S/4HANA

Drastically reduce

manual effort, focus on

strategic tasks and

service quality

SAP Cash Application intelligently learns matching criteria from

your history, reads and processes payment advice documents,

and automatically clears payments with minimal intervention.

SAP LeonardoMachine Learning

CUSTOMER


Uwe Schubkegel

Head of ERP Applications

and SAP COE

Isao Ueda

IT Promotion Division, ERP

System Department

Manager

“The SAP Cash

Application PoC

implementation has been

a great example of

cooperation and co-

innovation with SAP

Leonardo. We have

achieved automation as

high as 95% in the

process of bank

statements automation for

EU subsidiaries. “

“We are excited about

the results of our Co-

Innovation project on

SAP Cash Application.

We are looking at

automation rates of

over 92%.”

“SAP Cash Application

suggested us a very high

accuracy for incoming

payment clearing that will

help reduce daily work.

We are excited about the

journey with SAP Leonardo

to transform our SAP ERP

to system of intelligence."

SAP Cash Application Customer Stories

Next-level Shared

Services Efficiency

with SAP Cash

Application

Intelligent Automation

means Lights-out

Finance

Accelerating

Accounts Receivables

with SAP Cash

Application

Building the Intelligent

Enterprise

Now we have Machine Learning which is

basically just looking at all the things that were just happening there in the

past and we take that and apply the rules and learn

as we go. So what we recognize, from 70%

which we already have achieved through our own programming we are now up in the nineties, 94%.“

Elena Demyanova

VP for Information

System Development

SAP runs SAP

Global Finance Shared Services Singapore has experienced over 50%

savings in person hours and manual effort spent on payment matching.

By automating these tasks, Finance can

transform and focus on strategic planning.

Global rollout continues in 2018.

Wiebe van der Horst

Chief Information Officer


How SAP Leonardo Helps Transform Human Resources

RECRUITING

LEARNING

SUCCESSION & DEVELOPMENT

SAP Resume Matching

Job Standardization

Learning Recommendations

Flight Risk Prediction

Career Path Recommender

Job Analyzer

• Improve consistency of job descriptions

• Attract more diverse candidates

• Identify best-fit candidate

• Provide bias-free candidate screening

• Encourage talent development

• Create a culture of learning

• Target programs towards attrition drivers

• Proactively address flight risk

PEOPLE & ORG DATA

SAP Service Ticket

Intelligence for HR

Conversational HR

Job Matching


This is Alice.

She is a sales specialist and wants

to take part in some trainings, but

is overwhelmed by the amount of

courses offered.

There are 10,000 training of

ferings, each will take about

2 hours. Which

ones are useful for me?

Content is no longer the problem.

The key is contextualization and

recommending useful content to

the knowledge worker.

INTERNAL

SAP Leonardo Machine LearningIntelligent Platforms

INTERNAL

SAP Leonardo Machine Learning Foundation


SAP Leonardo Machine Learning Foundation

enabling customers and partners to build the intelligent enterprise

Data Scientist

Enterprise System Developer

End-User

Image Speech Text

SAP Leonardo ML Foundation

Functional Services

Core Capabilities

Training APIs Consumption APIs

SAP Cloud Platform

Application

Connect to and integrate with

enterprise systems e.g.

S/4HANA or SAP HANA DB.


ML Services Portfolio - Image

Which objects are shown in the image?

What is the text displayed in an image?

Which pictures show identical persons?

User Image Processing APIs

Image classification; Customizable image classification

Image feature extraction

Optical character recognition (OCR); Scene text recognition

Product image classification

Customizable image object detection

Human detection; Face detection

Face feature extraction

Multi-instance image segmentor

Image Speech Text


Enterprise Machine Learning Use Cases

Product ClassificationProduct and Spare Part Identification

Visual identity checks Master Data Matching Optimize transport document processing

Detection of labels

Identification of changes

in documents

Analysis of legal documents

INTERNAL

SAP Leonardo Machine LearningConversational AI


Hi, I want to extend

my cellphone

contract.

All our agents are

busy right now

This is Brad.

He is a busy IT manager whose

success depends on his phone.

Brad has been waiting for 20 mins,

has talked to 3 different agents and

was disconnected twice.

What happens globally while Brad

waits in line?

• SAP Ariba customers generate

10M in revenue

• 14M photos are taken

• 860 babies are born

This amounts to $1.6 trillion

business annual losses due to poor

customer service in the US.


Traditional methods are not

good enough to efficiently

scale your customer support.

EFFICIENTBring a gain of efficiency

and reduce costs

24/7Be available 24/7, in any

country, in any language

MULTI-CHANNELUse many channels

RELATIONSHIP-BASEDThink in client relationship

and not only transaction

NATURALConverse in the most

natural way: language

Do You Have Customers Like Brad?Interactions between you and your customers are changing drastically

Not scalable

Not international

Not personalized

Chatbots are the best solution to automate

simple conversations.


SAP Conversational AI provides a solution to revolutionize customer

journeys

INTERNAL

Intelligent Robotic Process Automation


SAP Intelligent Robotic Process Automation Combines Robotic Process

Automation and Machine Learning Into one Integrated Automation Offering

SAP Intelligent Process Automation (IPA) will combine both Machine Learning (ML) and Robotic Process

Automation (RPA) for a Self-driving Enterprise

▪ ML to “think” and handle unstructured processes/data and to improve pure rule based decision engines.

▪ RPA to “act”, esp. execute business processes across systems and let key users create their own bots.

ML empowered Robotic

Process Automation

“ACT”

RPA passes exception

handling to ML

ML triggers RPA to

execute a process

“THINK”

Machine Learning

Use ML and Computer

Vision to make Robots

more robust


▪ Contextor is a French software vendor

specialized in Robotic Process

Automation (RPA).

▪ Offers on-Premise software & consulting

services, specialized in Robotic Process

Automation (RPA) & Robotic Desktop Automation

(RDA).

▪ Contextor’s products:

▪ Contextor Interactive (Client runtime for

Attended and Un-Attended RPA),

▪ Contextor Studio (to design

bots), http://contextor.eu/en/products/studio-

ide/

▪ >100.000 bots deployed in 100 companies

including SAP large customer base

http://contextor.eu/en/products/studio-ide/

INTERNAL


SAP Leonardo ML Foundation: Use Cases

Utility Pipeline Monitoring and

RepairImage pattern recognition for

paper decor manufacturers

Trigger order for missing or faulty

parts

Smart Demand Planning for self

adjusting supply chain

Smart Task Management

with NLP based classificationQuality monitoring of scrap

purchase

Smart Material FinderPredictive Maintenance and

Damage Detection for Railways

https://sketch.cloud/s/g7rer

Thank you!

Have Fun with Machine Learning

sap leonardo machine learning overview - qlx.com€¦ · learning market by 2020 machine learning...

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