SAP Future of Constituent Engagement
Transcript of SAP Future of Constituent Engagement
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Customer
By 2020, information will be used to reinvent, digitalize, or eliminate 80% of business process and products from a decade earlier.
Source: Forbes, Gartner predicts 3 big data trends for Business Intelligence
“ ”
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Customer
Key business drivers for digital transformation
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Customer
Government Service Reimagined:
The Citizen Consumer and Simplification
A major channel shift is underway:
Citizens today prefer to engage, interact, collaborate and transact via self-service websites, social
media, mobile apps and devices.
Preferred channels:
On-line, Self-Service
and Mobile
Simplified Services
Predictive
Capabilities
Real-time
Experiences
Social Media Sense of involvement – a
“Voice” - within
the community
DISCOVER
NEED
RESEARCH
RECEIVE
OFFER
BUY
RECEIVE
PROUCT
TERMINATE
SERVICE
RESTART
SERVICE
REFERPEERS
WEB PERSONALIZEDCAMPAIGN
SOCIAL
KNOWLEDGE-BASE
SEARCH
CONTACTCENTER
SELF SERVICE
CONTACTCENTER
CONTACTCENTER
CONTACTCENTER
CHAT
BUSINESS RULES
?
Each constituentchooses their own journey.
COMMUNITY
?
KNOWLEDGE-BASE
ADVISORS
AGENT
AGENT
AGENT
NEW TAX
RULING
TAX
DETAILS
FILE
PROCESS
COMPLAIN
REFILE /
RENEW
AWARENESS
RESEARCH INTERACT
ACTION
ACTION
COLLABORATION
ONLINE FORMS
WORD OFMOUTH
USE
ONLINEFORMSCONTENT
BUSINESS RULES
?
ONLINEFORMS
AUDIT
ONLINE FORMS
BUSINESS RULES
AGENT
AGENT
COMMUNITY
? CASE
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Customer
What is Customer Experience?
Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer
interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” It is
a strategy that requires process change and many technologies to accomplish.
Forrester defines customer experience as “How customers perceive their interactions with your company.”
According to Forrester, Citizens expect their experiences with government services to be as good as any other service
provider. They demand more governmental transparency, better operational efficiency, and a higher level of service
delivery.”
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Customer
According to Gartner, a UXP provides many services
including:
• Content
• Context
• Portal
• Collaboration
• Social
• Mobile
• Search
• Analytics
• Orchestration/composition
• Integration and API services
According to Gartner: … Without a platform approach, a ‘tool de
jour’ approach is frequently used by developers, leading to a
mishmash of one-off tools from a long list of vendors (or open
source), and a maintenance nightmare
According to Forrester you might see some or all of the
following types of solutions in a DX platform:
• Digital asset management systems
• eCommerce solutions
• Email service providers
• Forms
• Mobile analytics
• Mobile app platforms
• Online video platforms
• Self-service portals
• Product information management (PIM) systems
• Recommendation engines
• Site search capabilities
• Social depth platforms
• Testing and optimization tools
• Web analytics
• Web chat tools
• Web content management (WCM) systems
What makes up a Platform?
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Customer
Real-time Customer Insight End-to-End Business Process Execution
Harmonized Digital and Physical Experiences
Growth in Happy CustomersEXP(dig+phys)+ΔHC
(CI)t bpE+=
Customer Service – Art or Science?
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Customer
Source 1: “The Contextual Marketing
Imperative”, Forrester Oct 2015
Organizations use multiple channels…
…and many separate systems
to engage with and to house
customer data
HOLISTIC APPROACH IS NEEDED
CRM. Tax, Property, Social, ERP, etc.…
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Customer
Single view of the Citizen / Customer
HOLISTIC APPROACH IS NEEDED
EXPERIENCE MANAGEMENT
PLATFORM, INTEGRATION, EXTENSIONS, ANALYTICS
CITIZEN SELF-SERVICE
(COMMERCE)
DATA MANAGEMENTCITIZEN/CUSTOMER | CONTENT | SERVICE PRODUCT
MARKETINGSERVICE & CASE
MANAGEMENTBILLING
WEB MOBILE KIOSK/
BRANCH
CONTACT
CENTER
MARKET-
PLACE
IOT SOCIAL SMS/NOTIFICATION
SEARCH
SEO
DIGITAL
CONTENT
EMAIL PRINT
NON SAP SYSTEM,
OTHER LEVELS OF GOVERNMENT
SAP ERP, GRANTOR, SOCIAL SERVICES, TAX &
REVENUE MANAGEMENT
SIMPLIFIED CITIZEN ENGAGEMENT WITH SAP HYBRIS
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Customer
Citizen Engagement Accelerator
Extended data model for
public sector. APIs for
sending service requests
to backend systems;
receiving updates from
backend; sending a new
service request from
backend to frontend
(stored in My Account) to
support omnichannel
application processes
Service request forms,
single page, multi-page,
shipping/no-shipping,
payment/no payment,
pick up delivery option,
responsive forms,
document upload and
linked to My Account.
Bill payment framework
and business logic
added to support the
complete bill payment
capability available in a
future release
Reference architecture
and implementation of a
responsive local/city
government citizen
experience meeting
WCAG 2.0 AA
accessibility standards
Citizen account to
maintain profile, save
and track service
requests. Document
management allows
saving of documents
received as a result of a
service request
application (like a birth
certificate). Will support
integration to a DAM.
Enable Public Sector organizations to make it simple for citizens to interact with them regardless of channel or device
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Customer
What is the SAP Hybris Value Story in Public Sector?
Reduce high security risk of multiple point solutions
1.We make digital service delivery easier
2.Platform approach reduces cost of services
3.
Quick wins - roll out services fast
4.Enabling rapid response to change service needs
5.No one delivers a better consumer-grade experience
6.
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Customer
• Massive improvements in
hardware (GPU, multicore)
• Deep Learning algorithms
• Big data
(e.g. business networks,
cloud applications, IoT and
S/4HANA)
• Computers learn from
data without being
explicitly programmed
• Machines can see, read,
listen, understand and
interact
What is Machine Learning? Why now?
Machines can now do things that were not possible before
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Customer
Platform
SAP Clea Platform
About the solution:
• SAP aspires to make all its enterprise solutions intelligent and help customers to leverage
their data by incorporating artificial intelligence (AI) and machine learning technology into
enterprise software.
• SAP has created a first wave of intelligent enterprise applications, such as SAP Clea for
Cash Application, SAP Clea for Resume Matching, SAP Clea for Brand Intelligence, and
SAP Clea for Service Ticket Intelligence, in collaboration with co-innovation customers
from various industries.
• The SAP Clea platform powers these applications and will be open for our ecosystem
soon, enabling customers and partners to use the machine learning services in
combination with SAP applications.
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Customer
SAP Clea for Service Ticket Intelligence
Towards self-driving customer service centers
SAP Clea for Service Ticket Intelligence enables service organizations to automate the first
level processing of incoming service enquiries, thus improving operation efficiency and
satisfying the customer’s needs.
With Service Ticket Intelligence, you can automatically categorize, assign, and answer
service tickets from various channels such as social media, e-mail, or manually created
tickets, and thus determine its workflow.
Service Ticket Intelligence uses machine learning procedures to create proposals in order
to classify tickets correctly, identify the appropriate processor, and provide a suitable
solution. The machine learning model is created and trained based on historical data of
successfully processed tickets.
Key benefits
• Natural Language Processing and Deep
learning techniques applied to understand
unstructured text and create automation
rules without explicit programming,
simplifying the implementation of automation
rules.
• Suggested solutions help service agents to
answer common enquiries
Availability
• Beta release in Feb 2017 with SAP Hybris
Cloud for Customer
Architecture
• Hosted on SAP Clea machine learning
platform as a business service with
communication via REST APIs
• Integrated with SAP Hybris Cloud for
Customer as the frontend customer service
application
Omni-channel customer
engagement creates
large volumes of
unstructured text data
Data in SAP customer
engagement systems
Improve time to
resolution and
closure rate
Read ticket content,
determine category,
and automatically route
ticket
Provide potential
solutions to agent
Categorize tickets
Suggest solution
Boost customer experience
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Customer
Machine Learning
Service Ticket Intelligence
• When customer sends a text
via e-mail or social post,
Machine Learning algorithms
analyze sentiments and
content
• Content groups such as
„complaints“, “service
requests“ „product support“
are identified
• Tickets are automatically
categorized and routed to the
appropriate service team
• Click for Clea Video
• Click for Kore Bot Video
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Customer
SAP Clea for Cash Application
SAP Clea for Service Ticket Intelligence
SAP Clea for Résumé Matching
Social Media
Customer Service
SAP Clea for Brand Intelligence
Invoice to Record
Intercompany Reconciliation
Receivables
Intelligence
Payables Intelligence
Machine Learning for
Intelligent Services
Career Path
Recommender
Workforce Planning
Recommender
Marketing
Efficiency
From Service to
Sales
Intelligent Self Service Bot
Social Media Signal
Discovery
Customer Retention
Insights
Deal Scoring
Price Optimization
Lead RecommenderSales Assistant
App
Product Master Data
Matching
Intelligent Financing
for Ariba Pay
Intelligent Financing for
Ariba Pay
Guided Discounting
Payment Risk
Predictive
Analytics
Predictive Analytics
Integrator
HCP Predictive
Services
Business
Forecasting
Business
Optimizations
Text Analytics
Predictive
Modelling
Streaming Machine
Learning
Spatial & Graph
Machine Learning
Non-Expert
Machine
Learning
Predictive Lead and
Opportunity Scoring
Predictive
Forecasting
Imaging Intelligence for
Retail Execution
(Smart Store)
Solution Recommender
Self-Service
Conversational Interface
Predictive Machine Maintenance
Dynamic Pricing
Product
Classification
Suggestions
Brand Monitoring
Customer Retention
Insights
Best
Contact
Time
Machine Learning for
Vehicle Insights
IoT Machine
Learning Services
Job Matching
Learning Recommendations
Job Posting Sentiment Analysis
Retention Risk
Analysis
Intelligent Fraud Detection &
Management
Automated Product
Safety
Classifications
Software Security
Analysis
Automatic Creation of a Semantic Hierarchy
Analyze User
Interaction
Demand for Apps and Services keeps growing
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Customer
Privacy, Data Sharing and Governance for Big Data
Approved: VB Q3
COMPANY
PHEMI Central is a big data warehouse that lets organizations rapidly collect, curate and
analyze the variety and volume of data throughout the organization. With powerful privacy,
data management, and governance features, the solution unlocks the hundreds of information
silos, economically scales to petabytes, and gives organizations the confidence that only the
right user can see the right information at the right time.
SOLUTION
• Rapidly collect all of your unstructured and structured data in one system and feed curated
data into SAP HANA and SAP Lumira for analysis and visualization
• Curate data, publish a catalog, and let end users-select their own datasets
• Automatically enforce privacy, data sharing , governance and data lifecycle rules with full
audit and version control
• Easily manage many users, many roles, and many datasets
• Deliver a range of enterprise services on the joint PHEMI Central/SAP HANA platform
BUSINESS VALUE
• Lower the cost and effort associated with accessing and managing big data
• Lower overall total cost of ownership by collapsing database silos
• Accelerate time to insight by offering self serve data to end-users
• Protect your organization from data breaches
INDUSTRY
Public Sector
HIGHLIGHTS
Privacy by Design for big data
‘Turn-key’ big data
SAP HANA for in-memory
performance
SAP Lumira for analytics
On-prem or cloud deployment
SAP SFP technical validation
Available on the SAP App Center
SAP ICC Certified
SAP SFP ASSETS
• Video: Demo
• Video: Public Sector Showcase
automatically enforce privacy, data sharing + governance
simplified IT admin = TCO savings
self-serve data =better business decisions, faster
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Customer
A Revolutionary Approach to Online Engagement
SUMMARYHow do you consult with people online within specific geographical boundaries, and prove it? The answer is PlaceSpeak, a pioneering location-based smart city civic engagement platform that provides geo-located feedback to public and private sector organizations, closing the feedback loop between public consultation, and evidence-based decision-making.
SOLUTION • The solution provides targeted online engagement with people within defined geographic
boundaries • Wide range of tools for collecting feedback data including polls, surveys, discussion forums,
interactive mapping, and more• User-friendly and mobile-responsive interface for both participants and organizations• Real-time, spatially segmented visualization of qualitative (text) and quantitative (poll/survey)
feedback data• Notify all existing users in the area every time a new consultation is launched
BUSINESS VALUE• Support critical decision-making with verified, relevant, and defensible feedback data• Decrease the incremental cost of subsequent consultations by accessing an established base of
participants on an ongoing basis• Standardize the online community engagement processes and branding from ad hoc tools and
methods to a single unified platform accessible for all departments• Real-time monitoring of participant activity, ability to act proactively during the online consultation
process
INDUSTRY/LoBPublic Sector[Smart Cities / Civic Tech]
HIGHLIGHTS✓ Award-winning geo-verification
technology for authenticating participants
✓ SAP HANA text analysis integration for real-time, location-based sentiment analysis
✓ Trusted by 100+ jurisdictions and governments
✓ SAP SFP Technical Validation✓ Website: www.placespeak.com
ASSETS✓ Case Studies:
https://www.placespeak.com/casestudies/
✓ Demos: https://www.placespeak.com/hana/demo/maps/ & https://www.placespeak.com/hana/demo/table/
✓ Testimonials: https://www.placespeak.com/about/#testimonials
Targeted engagement
with relevant people Low incremental cost of
reaching participants
Collect defensible data
to support decisions
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Customer
Making Cities and Communities Smarter, Resilient & Safer
SUMMARY
IPgallery’s holistic solution in the HANA environment allows the city council to operate and
manage the city and its resources efficiently, reduce costs, increase revenues, and to better
serve citizens in day to day routines and during crises situations. In addition, it provides
citizens with one app for multiple services enhancing the citizens’ lifestyle, well-being and
increasing citizens engagement during daily and emergency instances while protecting their
privacy.
SOLUTION
• Converged City Command and Control Center, Services for City Council and Applications
for Citizens, e.g. Transportation, Traffic, Parking, Public Safety, Air Quality, City Resiliency.
• Real-time data processing, analysis, predictive analysis and reporting.
• City Chatbot content is processed for text and sentiment analysis via HANA, then stored in
big data repository for further real-time or on demand analysis and reporting.
• City dashboard for city council provides citizen centric holistic city view
• Personalized user friendly UI, One City App for multiple services
BUSINESS VALUE
• Holistic solution addressing City, Community and Citizens
• Cloud-based modular solution improves efficiency and compliance with great flexibility to
rapidly add services and applications smoothly and easily
• High availability, high scalability and unmatched reliability
• Big data owned and monetized by the city
• Citizen’s privacy protected
INDUSTRY
Public Sector
HIGHLIGHTS
Resilient & Smart Cities
Safe & Smart Communities
Protects Citizen’s Privacy
SAP HANA used as primary
database for fast data processing,
analysis, predictive analysis and
reporting
SAP HANA text and sentiment
analysis
On-prem and/or cloud deployment
B2B, B2B2C
SAP SFP technical validation
Website: www.ipgallery.com
ASSETS
• Demo: Operations center
• Demo: Use case
Increased
efficienciesImproved
operations
Reduces costs and
creates new revenue
streams
Thank you.
Contact information:
Paul O’Sullivan
Solutions Expert
Mobile: +16104570441
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