Intelligente Chatbots in der Versicherungsbranche

Transcription

1 Intelligente Chatbots in der Versicherungsbranche Solutions.Hamburg Dr. Dirk Michelsen, Managing Consultant, IBM Watson Group 1

2 Agenda 1. Introduction 2. IBM Portfolio 3. INTER-Chatbot 4. Summary & Next Steps 2

3 CIMON: The first Chatbot/Voicebot in Space

4 Deep Learning as a main component of Machine Learning is a part of Artificial Intelligence. It provides the basis for Cognitive Computing. Artificial Intelligence Entire research area (Learn + NLP + Expert systems + ) Machine Learning Learning computer systems unsupervised vs. supervised Deep Learning Algorithms in neural networks with multiple levels that automatically recognize concepts and similarities 4

5 We are at the beginning of a new era: The cognitive era of AI systems that understand, reason, learn & interact Cognitive Systems Era Programmable Systems Era Tabulating Systems Era Computer get trained, not programmed 1900s 1950s Today... 5

6 Main Benefits of AI: Better Insights & Cost Reduction Increased number of positive decisions Reduced number of human activities Increased positive impact of decisions decreased number of negative decisions Better Insights = Better Decisions Reduced Costs through Automatization Reduced effort of human activities decreased negative impact of decisions Reduced failure rate of human activities 6

7 Expectations A glimpse into the future of Artificial Intelligence and new technologies Connected Home Virtual Assistants IoT Platforms Smart Robots Edge Computing Augmented Data Discovery Deep Learning Machine Learning Autonomous Vehicles Nanotube Electronis Cognitive Computing Blockchain Plateau will be reached in less than 2 years 2 to 5 years 5 to 10 years more than 10 years Smart Workspace Commercial UAVs (Drones) Brain Computer Interface Quantum Computing Conversational User Interface Volumetric Displays Digital Twin Cognitive Expert Advisors Smart Dust Neuromorphic Hardware 4D Printing 5G Human Augmentation Deep Reinforcement Learning Artificial General Intelligence Serverless PaaS Software-Defined Security Enterprise Taxonomy and Ontology Management Augmented Reality Virtual Reality Innovation Trigger Peak of inflated Expectations Trough of Disillusionment Slope of Enlightenment Plateau of Productivity Gartner Hype Cycle for Emerging Technologies, as of July 2017 Time 7

8 Expectations A glimpse into the future of Artificial Intelligence and new technologies Connected Home Virtual Assistants IoT Platforms Smart Robots Edge Computing Augmented Data Discovery Smart Workspace Deep Learning Machine Learning Autonomous Vehicles Nanotube Electronis Cognitive Computing Blockchain Commercial UAVs (Drones) Plateau will be reached in less than 2 years 2 to 5 years 5 to 10 years more than 10 years AI related Brain Computer Interface Quantum Computing Conversational User Interface Volumetric Displays Digital Twin Cognitive Expert Advisors Smart Dust Neuromorphic Hardware 4D Printing 5G Human Augmentation Deep Reinforcement Learning Artificial General Intelligence Serverless PaaS Software-Defined Security Enterprise Taxonomy and Ontology Management Augmented Reality Virtual Reality Innovation Trigger Peak of inflated Expectations Trough of Disillusionment Slope of Enlightenment Plateau of Productivity Gartner Hype Cycle for Emerging Technologies, as of July 2017 Time 8

9 Agenda 1. Introduction 2. IBM Portfolio 3. INTER-Chatbot 4. Summary & Next Steps 9

10 Today Watson is AI for Business Compliance Assist Customer Care Expert Assist Voice of the Customer Watson Assistant for Industry Watson Cybersecurity Compare & Comply Live Engage Workday Service Management Watson APIs Watson Studio Watson Machine Learning and Deep Learning Service Watson Knowledge Catalog Intelligent AI Asset Catalog Model Governance, Traceability & Lineage Active Policy Enforcement AI Powered Catalog Search and Social Collaboration Data/Knowledge Kits 10

11 with multiple Watson APIs Chat Chat Chat Chat CSA CSA Chat Chat Chat Chat Chatbot Core Features Chatbot Additional Features CSA Voice Tooling 11

12 Agenda 1. Introduction 2. IBM Portfolio 3. INTER-Chatbot 4. Summary & Next Steps 12

13 GBS in the Cognitive Era / 2017 IBM Corporation

14 INTER Krankenversicherung Chatobot Zahnzusatzversicherung 20 Dialoge und FAQ: 661 Antworten 2237 Stichprobenfragen für 74 Intents ChitChat für Smalltalk mit mehr als 100 Intents und Themen Voll integriert in den Onlineabschluss Die Lösung Bietet Kunden einen 24/7 Service und ermöglicht ihnen echte Nutzereingaben zu verarbeiten, Intents zu analysieren, eine passende Antwort zu finden und sie dem Nutzer in einer empathischen Weise auszugeben IBM Cloud mit mehreren APIs Asset stellt ein Set an Funktionalitäten zur Verfügung, welche direkt genutzt werden können Natural Language Understanding, Natural Language Classifier, Watson Conversation Services, Weather Company Data, IBM Cloud Die Vorzüge Unterstützung für Service Center Mitarbeiter können sich auf komplexe Aufgaben fokussieren Erhöht Anzahl der Online-Verträge Größere Attraktivität für junge Kunden Optimierung von Prozessen Kurze Impression Go Live Übergabe an den Rückruf Service Voll integriert in die INTER Homepage Basis ist das Enhanced conversation Asset (EVA) Start Faster. Act Smarter. Be Cognitive. Signing 1,8 Millionen 600K Revenue 5 Change Request 2018 IBM Corporation 14

15 Projektreferenz Krankenversicherung Höhen und Tiefen 15 15

16 Chatbottest 2018 EVA ist klarer Testsieger powered by IBM Watson 1,0 1,6 2,2 2,4 3,2 2,2

17 VIDEO 2018 IBM Corporation 17

18 Agenda 1. Introduction 2. IBM Portfolio 3. INTER-Chatbot 4. Summary & Next Steps 18

19 Management Summary Watson Assitant Service easily allows to build a Chatbot! With Speech2Text and Text2Speech VoiceBots can be build as well. It typically takes only days to build the Chatbot itself. The tooling, the integration in other systems and the preparation of the Knowledge Corpus requires more time. IBMs Watson Cloud Services & Assets and our Professional Services allow a fast start for your customers. You can build you own Chatbot yourself. Just go to IBM Corporation 19

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