Meet Watson at Danske Bank's Service Desk -artificial intelligence at work!

Transcription

1 Meet Watson at Danske Bank's Service Desk -artificial intelligence at work! Westergaard Service Desk & IT Service 2018 Erika Dapkiene, Head of IT Service Desk November 2018

2 EXABYTE 1 EB = bytes = bytes =1000 petabytes = 1million terabytes = 1billion gigabytes 2

3 ALL TEXT CONTENT IN THE LIBRARY OF CONGRESS x 100,000 = 1 EXABYTE 3

4 INTERNET TRAFFIC LAST YEAR WAS 1152 EXABYTES 4

5 Today s conventional computing technology is compared to reading every book in a library, one by one. Quantum computing technology is compared to reading every book in a library, all at once. 5

6 Robotics Virtual Assistance Market data and research Self driving and parking vehicles Social media Lawyers research Restaurants and food services Digital Assistance Vehicle Recognition Identification 6

7 SPEED 7

8 Watson is a cognitive technology that processes information more like a human than a computer by understanding natural language, generating hypothesis based on evidence and learning as it goes. 8

9 Why Cognitive Technology? DEMAND With the technologies evolving at an extensive pace, users and customer increasingly are after instantaneous responses, one-click fixes and anytimeanywhereavailability. 9

10 Why Cognitive Technology? DEMAND With the technologies evolving at an extensive pace, users and customer increasingly are after instantaneous responses, one-click fixes and anytimeanywhereavailability. RESOURCES It is challenging to provide sustainable and highest quality customer service throughalldesired omni-channelsconsistently. 10

11 Why Cognitive Technology? DEMAND With the technologies evolving at an extensive pace, users and customer increasingly are after instantaneous responses, one-click fixes and anytimeanywhereavailability. RESOURCES It is challenging to provide sustainable and highest quality customer service throughalldesired omni-channelsconsistently. QUALITY High customer satisfaction is one of the top priorities across different support functions best customer experience winsthe market. 11

12 Guiding Principals Pick a partner, not just a vendor Improving userexperience is critical Start small, scale it up Adoption driven throughvalue add Components combineto a strong solution Solution is visionary and has broader relevance 12

13 Watson development journey in Service Desk LEARNER Identify opportunities for cognitive content creation and training Phase 1 Improved search based on cognitive Q&A method Fast and easy ticket creation and automatic follow up Create and curate Q&A s for Watson learning and responses Continuous feedback loop and retraining for higher accuracy and visitor usage 13

14 Watson development journey in Service Desk SKILLED LEARNER Phase 1 Improved search based on cognitive Q&A method Fast and easy ticket creation and automatic follow up Phase 2 Seamless access to self help through existing engagement channels Full multi language support 14

15 Watson development journey in Service Desk SKILLED EXPERT LEARNER Phase 1 Improved search based on cognitive Q&A method Fast and easy ticket creation and automatic follow up Phase 2 Seamless access to self help through existing engagement channels Full multi language support Phase 3 Persona capabilities added Mobile based support More topics resolved using automation 15

16 Watson development journey in Service Desk SKILLED EXPERT LEARNER Phase 1 Improved search based on cognitive Q&A method Fast and easy ticket creation and automatic follow up MASTER Phase 2 Seamless access to self help through existing engagement channels Full multi language support Phase 3 Persona capabilities added Mobile based support More topics resolved using automation Phase 4 Omni channel setup -optimized based on content Supervised training allows full topic coverage 16

17 Watson development journey in Service Desk Phase 1 Improved search based on cognitive Q&A method Fast and easy ticket creation and automatic follow up Phase 2 Seamless access to self help through existing engagement channels Full multi language support Phase 3 Persona capabilities added Mobile based support More topics resolved using automation Phase 4 Omni channel setup -optimized based on content Supervised training allows full topic coverage ROBUST KNOWLEDGE DATABASE DATA QUALITY AND ANALYTICS Get to mature set up Sustain quality Improve quality Improve efficiency Improve experience 17

18 Lessons Learned Strong operational foundation will help to drive adoption through focus on value add. The user experience is critical and has to be considered throughout development. The cooperation between you and your partner will support joint success. Investment in building knowledge should not be underestimated. Implementing cognitive solution is a journey and not just a technical solution. 18

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