Robotic Process Automation & Artificial Intelligence. Drive Efficiency. Eric STIOUI Solution Specialist Director. IT Summit - Brussels May 17

Transcription

1 Drive Efficiency Robotic Process Automation & Artificial Intelligence Eric STIOUI Solution Specialist Director IT Summit - Brussels May 17 From inspiration to transformation. Together. 1

2 Data inflation Big data is big. Every thing on this earth is getting smarter and smarter and is recording data as every second goes by But how big is it? Were talking about 800,000 Petabytes of data created every year From inspiration to transformation. Together. 2

3 Beyond imagination 60 seconds to a minute 60 minutes to an hour. Megasecond: 11 days Gigasecond: 32 years Terasecond: years (think entire written history of mankind) Petasecond. (think far before the Big Bang ) From inspiration to transformation. Together. 3

4 Your smartphone is more powerful than all of NASA s combined computing in 1969 and it generates tons of data From inspiration to transformation. Together. 4

5 Big data and new behaviors influence customer experience Emotions influence what we remember, how we evaluate encounters, and how we decide From inspiration to transformation. Together. 5

6 Service level expectations are rising but budgets are tightening Growing customer expectations Customers expect personalized interactions and 1 st contact resolution, organizations require revenue growth and profitability Proliferation of channels and devices Customer service representatives handle 6 desktop applications in a single interaction with customer Mundane repetitive but mandatory tasks 80% of employee hours are spent on dull tasks From inspiration to transformation. Together. 6 Source: Gartner

7 predictions pertaining to digital business IT budget is shared 38% of total IT spending is outside of IT department, and by end 2017, it will be over 50%. Robots are taking a major role By 2025, 3 out of 10 jobs will be converted to software, robots or smart machines 100 million global knowledge workers could be impacted by RPA by 2025 From life agent to automation By 2020, 85% of customer interactions would be managed without a human From inspiration to transformation. Together. 7

8 Process continuity Low Medium High Robotic Process Automation vs. traditional process transformation approaches RPA Outsourcing IT Transformation BPMS Source: Deloitte Analysis From inspiration to transformation. Together. 8 Low Medium High Speed & predictability of execution

9 Employees and robots efficiently collaborate Application integration Application 1 Human User Interface Application Automation IT security Network layer Application infrastructure User Application 2 Human User Interface Domain system From inspiration to transformation. Together. 9 User role identification

10 Initiate your robotic transformation providing a team of virtual workers: Chatbot as an example, what is it? Chatbot An intelligent agent that helps to create value for little effort It greatly decreases friction between your services and customers It can take the nuances of customers needs and do all the hard work in the background From inspiration to transformation. Together. 10

11 An evolving automation framework Orange value proposition 1 2 Cognitive technologies 3 Cognitive automation Self-adaptive Natural language Big Data analytics + Machine learning Large-scale processing Artificial intelligence Robotic Process Automation Processing of unstructured data and base knowledge Rules engine Screen scraping From inspiration to transformation. Together. 11 Work Flow

12 Some results and benefits Cost per transaction reduced from $4 to $1.5 (SGD) A Singaporean subsidiary of a large French group investments payback in less than 5 months From inspiration to transformation. Together. 12

13 Some results and benefits in six months since the launch, customer care automation raised from A Latin American Airline 0% to 96% resolution time via chat has dropped from 16 min to 2 min From inspiration to transformation. Together. 13

14 From inspiration to transformation. Together. 14 Thank you

15 DISCLAIMER Any use, republication or redistribution of this content is expressly prohibited without the prior written consent of the Author. Permission to copy and reproduce content may be granted by the author, at their discretion, and by request only. Source: presentation of Eric Stioui, Orange Business Services at the 2017 SITA Air Transport IT Summit, Brussels Air Transport IT Summit