EVOLVING OUR WORLD - Capgemini
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EVOLVING OUR WORLD WITH AUGMENTED INTELLIGENCES Massimo Ippoliti, Vice President - Head of Insights & Data Practice at Capgemini Italy Blending Technology Solutions & Industry Knowledge to make "business innovations" happen Fabio Moioli, Head of Microsoft Consulting, Adjunct professor & Extended Faculty Member @MIP Passionate about Artificial Intelligence... and even more about Human Intelligences
Transcript of EVOLVING OUR WORLD - Capgemini
EVOLVING OUR WORLDWITH AUGMENTED INTELLIGENCES
Massimo Ippoliti, Vice President - Head of Insights & Data Practice at Capgemini Italy Blending Technology Solutions & Industry Knowledge to make "business innovations" happen
Fabio Moioli, Head of Microsoft Consulting, Adjunct professor & Extended Faculty Member @MIP Passionate about Artificial Intelligence... and even more about Human Intelligences
COMPUTER DEFEATS CHESS WORLD CHAMPION1997
ALPHA ZERO ALGORITHM DEFEATS GO WORLD CHAMPION2016
Spider
WORLD LEADING OBJECT RECOGNITION2016
VOICE RECOGNITION REACHES HUMAN PARITY2017
QUESTION ANSWERING REACHES HUMAN PARITYJanuary 2018
CHINESE-ENGLISH TRANSLATION REACHES HUMAN PARITY2018
AITRANSFORMING OUR WORLD (and our work)
AI – THE NEW ELECTRICITY
Descriptive Analytics
DiagnosticAnalytics
Predictive Analytics
Prescriptive Analytics
What happened?
Why did it happen?
What will happen?
How can we make it happen?
Traditional BI Advanced Analytics
The New BUSINESS INTELLIGENCE powered by AI
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AD
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TOP-DOWN AD
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BI
BOTTOM-UP
Descriptive Analytics
DiagnosticAnalytics
Predictive Analytics
Prescriptive Analytics
What happened?
Why did it happen?
What will happen?
How can we make it happen?
Traditional BI Advanced Analytics
The New BUSINESS INTELLIGENCE powered by AI
COMMAND AND CONTROL LE ARN AND ADAPT
#AI CULTURAL PARADIGM SHIFT
Conversational AIThe rise of CHATBOTS...
...or something more!
95%Of customer interactions
powered by AI bots
By 2025
Engage customersBuild a loyal customer base
with a 24/7 customer-centric approach to your business
Empower employeesIncrease employee productivity and
allow for focus on innovation by freeing up time through automation
CONVERSATIONAL UI
Text Response
Text Request
Text Response
Business Insights
Cognitive Foundation
Back-End Integration
AI Conversational Platform…much more than any “Bot”
Speech
Custom Recognition
Speech
Voice Response
Voice Request
Text Response
Business Insights
Text Response
Cognitive Foundation
Back-End Integration
Text Request
AI Conversational Platform…much more than any “Bot”
Speech
Custom Recognition
Translator
Speech
Translator
Text Response
Voice Response
Text Request
Voice Request
Business Insights
Text Response
Cognitive Foundation
Back-End Integration
AI Conversational Platform…much more than any “Bot”
Speech
Custom Recognition
Translator
Speech
Translator
Text Response
Voice Response
Text Request
Voice Request
Business Insights
Text Response
Cognitive Foundation
Back-End Integration
Speech
Knowledge
Vision
Emotion
Computer Vision
Face
Video
Speaker Recognition
Linguistic Analysis
WebLM
Linguistic Analysis
WebLM
Entity Linking
Knowledge Exploration
Academic Knowledge
Recommendations
Entity Linking
Knowledge Exploration
Academic Knowledge
Recommendations
Document recognition
AI Conversational Platform…much more than any “Bot”
Microsoft and
Capgemi awarded as
the Intelligent Cloud
Partner for
DigiTim
Consumer, Business,
Wholesale, IT,
Marketing, Brand
Strategy,…
Machine Learning continuous
improvements
Training Center for business users
Voice and IVR
Integrated Platform (contact center & back-end
systems)
Predictive analytics on Text transcripts
and chats
Digital channels
Recognize what customer says, Speech, NLP
COGNITIVE PLATFORM
CHANNEL INTEGRATION
ADVANCED ANALYTICS
OMNICHANNEL CUSTOMER JOURNEY
Data-driven proactivity
Social channels
Knowledge Management
Predictive analytics on Text transcripts
and chats
Machine Learning continuous improvements
Training Center for business users
Voice and IVR
Integrated Platform (contact center & back-end systems)
Digital channels
Recognize what customer says, Speech, NLP
Data-driven proactivitySocial channels
Knowledge Management
Human and Machines for better customer care speed, accuracy, and operationalefficiency
EntityKey word in the utterance
UtternaceComplete client question
IntentsClient request (task/action to do)
Personality• Differrentiate the bot from the others.• Behavoir that influence user experience of virtual
assistant
Imagehelps the final user to become familiar with the assistant
NameVirtual assistant identification (for omnichannel user search)
1
2
3
1
2
3
DialoguesSteps/flows of dialogue
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Blending AI&CX in a new BOT generation
From use case to…lesson learned
USECASES
• Business Orientation and preliminary consulting work
• 4 Use Cases for Customer Services structured by Business Line and customer segment
• 1 Use Cases for Internal Services
LESSONLEARNED
• CUSTOMER EXPERIENCE …never early to start with that
• INTEGRATION…moderate amount for starting
• SME …soon on-boarding
• GOVERNANCE…evolution requires guidance and keep steering
