EVOLVING OUR WORLD WITH AUGMENTED INTELLIGENCES

Transcription

1 EVOLVING OUR WORLD WITH AUGMENTED INTELLIGENCES Fabio Moioli, Head of Microsoft Consulting, Adjunct professor & Extended Faculty Passionate about Artificial Intelligence... and even more about Human Intelligences Massimo Ippoliti, Vice President - Head of Insights & Data Practice at Capgemini Italy Blending Technology Solutions & Industry Knowledge to make "business innovations" happen

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7 COMPUTER DEFEATS CHESS WORLD CHAMPION 1997

8 ALPHA ZERO ALGORITHM DEFEATS GO WORLD CHAMPION 2016

9 Spider WORLD LEADING OBJECT RECOGNITION 2016

10 VOICE RECOGNITION REACHES HUMAN PARITY 2017

11 QUESTION ANSWERING REACHES HUMAN PARITY January 2018

12 CHINESE-ENGLISH TRANSLATION REACHES HUMAN PARITY 2018

13 AI TRANSFORMING OUR WORLD (and our work)

14 AI THE NEW ELECTRICITY

15 The New BUSINESS INTELLIGENCE powered by AI How can we make it happen? What will happen? Prescriptive Analytics Why did it happen? Predictive Analytics What happened? Diagnostic Analytics Descriptive Analytics Traditional BI Advanced Analytics

16 ADVANCED BI TRADITIONAL BI The New BUSINESS INTELLIGENCE powered by AI Why did it happen? What will happen? Predictive Analytics How can we make it happen? Prescriptive Analytics BOTTOM-UP What happened? Descriptive Analytics Diagnostic Analytics TOP-DOWN Traditional BI Advanced Analytics

17 #AI CULTURAL PARADIGM SHIFT CO M M A N D A N D CO N T ROL L E A R N A N D A DA P T

18 Conversational AI The rise of CHATBOTS......or something more!

19 CONVERSATIONAL UI Empower employees Increase employee productivity and allow for focus on innovation by freeing up time through automation 95% Of customer interactions powered by AI bots By 2025 Engage customers Build a loyal customer base with a 24/7 customer-centric approach to your business

20 AI Conversational Platform much more than any Bot Text Request Cognitive Foundation Text Response Business Insights Back-End Integration

21 AI Conversational Platform much more than any Bot Voice Request Speech Custom Recognition Text Request Cognitive Foundation Text Response Speech Voice Response Business Insights Back-End Integration

22 AI Conversational Platform much more than any Bot Voice Request Speech Custom Recognition Translator Text Request Cognitive Foundation Text Response Translator Speech Voice Response Business Insights Back-End Integration

23 AI Conversational Platform much more than any Bot Voice Request Speech Custom Recognition Translator Text Request Emotion Vision Computer Vision Face Video Speech Speaker Recognition Cognitive Foundation Business Insights Back-End Integration Text Response Translator Speech Voice Response Knowledge Academic Knowledge Entity Linking Knowledge Exploration Recommendations Document recognition Linguistic Analysis WebLM

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27 Microsoft and Capgemi awarded as the Intelligent Cloud Partner for DigiTim Consumer, Business, Wholesale, IT, Marketing, Brand Strategy,

28 Human and Machines for better customer care speed, accuracy, and operational efficiency Recognize what Recognize what customer customer says, says, Speech, NLP Speech, NLP Knowledge Knowledge Management Management Training Center for Training Center for business users business users Integrated Platform Integrated Platform (contact center & back-end (contact centersystems) & back-end systems) COGNITIVE PLATFORM Machine Learning Machine Learning continuous continuous improvements improvements Voice and IVR Voice and IVR Digital channels Digital channels OMNICHANNEL CUSTOMER JOURNEY CHANNEL INTEGRATION Social channels Social channels ADVANCED ANALYTICS Predictive analytics on Text transcripts and chats Data-driven Data-driven proactivity proactivity

29 Blending AI&CX in a new BOT generation Name Virtual assistant identification (for omnichannel user search) Intents Client request (task/action to do) 1 1 Entity Key word in the utterance Utternace Complete client question 2 2 Personality Differrentiate the bot from the others. Behavoir that influence user experience of virtual assistant Dialogues Steps/flows of dialogue Image helps the final user to become familiar with the assistant 4

30 From use case to lesson learned USE CASES LESSON LEARNED Business Orientation and preliminary consulting work CUSTOMER EXPERIENCE never early to start with that 4 Use Cases for Customer Services structured by Business Line and customer segment INTEGRATION moderat e amount for starting 1 Use Cases for Internal Services SME soon on-boarding GOVERNANCE evolutio n requires guidance and keep steering