Cognitive Experience Automation Volvo Group Saurabh Chaturvedi End -2-End Architect HCL Attila Balazs Solution Architect
Cognitive Experience Automation for the 21 st century enterprise Balazs, Attila HCL Technologies and Saurabh Chaturvedi Volvo Group
Agenda 3
About HCL 4
About Volvo Group Our Client One of the world s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines. It provides complete solutions for financing and service. About 95,000 employees Production facilities in 18 countries and Present and sell products in more than 190 markets. 5
What history teaches us? 12 10 8 6 4 2 0 BILLIONS OF PEOPLE 3.7 3.02 2.52 1.65 1.26 8.5 7.55 6.79 6.06 5.27 4.44 1850 1900 1950 1960 1970 1980 1990 2000 2010 2018 2050 6
Revolutionary technology changes are unpredictable 7
What is Innovation? 8
Volvo Group The Innovator 9
The 21st Century Enterprise Blueprint Key Requirements from our Customers Create Winning Customer Experiences Alignment to Business Outcomes Consume technology as a Service Operate Lean and enable business agility Harness the power of the Ecosystem HCL 21CE Services Enterprise Digitalization Beyond Digital Services to Build Unique Unified Experiences Internet of Things The IOTWorks Smart Machines Solutions to embed intelligence in asset value chains Next Generation IT&O Integrated NGIT&O to create a multi-modal lean and agile IT Landscape Autonomics & Orchestration DRYiCE powered outcomes across Business, Consumer, Employees and Smart Machines 12
DRYiCE Autonomics and Orchestration Suite for the 21st Century Enterprise TECHNOLOGY OPERATIONS XAAS ENABLEMENT APPLICATION DEVELOPMENT STRATEGY & ROADMAP PLATFORMS F O R D O M A I N - W I D E T R A N S F O R M A T I O N COPA Cognitive Orchestrated Process Autonomics AIOPS Zero-touch fully automated AI driven Operations SX Service Exchange powering the XaaS Enterprise IDEV Smart Development and Testing for Digital Appications TAO Transformation through Autonomics and Orchestration PRODUCTS F O R S P E C I F I C A I A P P L I C A T I O N S iautomate A.I. POWERED INTELLIGENT RUNBOOK AUTOMATION MyCloud HYBRID CLOUD ORCHESTRATION & AUTOMATION MACHINE LEARNING ServiceXchange XAAS MARKETPLACE SUPPORTING AUTOMATION & ORCHESTRATION XSM ENTERPRISE-WIDE SERVICE MANAGEMENT THAT IS CLOUD-READY ENTERPRISE AI FOUNDATION PREDICTIVE ANALYTICS LUCY AI ENABLED COGNITIVE VIRTUAL ASSISTANT SATORI COLLABORATIVE KNOWLEDGE MANAGEMENT FOR AN ENTERPRISE GBP SIAM/ITSM ACCELERATED SERVICES INTEGRATION AND MANAGEMENT ON INDUSTRY PROVEN BEST PRACTICES DXP CATALOG AGGREGATION ENGINE FOR DIGITAL PRODUCTS/SERVICES MyXalytics POWERFUL VISUALIZATION & ANALYTICS INTO ENTERPRISE IT & BUSINESS icontrol BUSINESS FLOW MONITORING AND OPERATIONAL INTELLIGENCE ADVANCED COGNITIVE SYSTEMS INDUCTIVE REASONING BAYESIAN MODELS NEURAL NETWORKS SPEECH RECOGNITION MACHINE PERCEPTION EXPERT SYSTEMS DEEP LEARNING KNOW LEDGE MANAGEMENT ROBOTICS NLP 13
Experience Automation for the Volvo Group Dealership Volvo Group Challenges World s leading manufacturer of trucks, buses, construction equipment and marine and industrial engines with production facilities in 18 countries and selling product in 190 markets... Complex and heterogeneous environment of 300+ applications serving internal and external customers dealers and Volvo Group employees Support is prone to human error Irregularities in user authorization for application access makes it difficult for audit compliance Labor intensive reporting to produce authentic information for the dealers and thereby impacting user experience Lack of acknowledgement or communication in case of access failure Lack of tracking/visibility into application accessibility data hampers business productivity Current process resolution time is high as it involves various geographically and organizationally dispersed groups 15
The Cognitive Orchestrated Process Autonomics (COPA) Platform COPA is a Cognitive Platform Solution of multiple tools and solutions to achieve end-to-end transformation of business processes Available anytime Accessible through social media channel AI enabled cognitive conversation broker powered with NLP & Machine Learning Front-office functions Cognitive Automation solution Middle-office functions Robotic Process Automation solution & Machine Learning RPA Back-office functions 17
DRYiCE COPA Capability snapshot: The Unified Office COPA enhances the User Experience through end-to-end process orchestration. It has the ability to understand human expectation and constantly learn and mimic more complex human tasks Front Office Automation Natural Language Processing AIand Machine Learning Unstructured Data DRYiCE AI & ML Engine Middle Office Automation Cognitive; Judgmental decision making Patterned and Digital Data Machine Learning SAP DRYiCE AI & ML Engine Back Office Automation Rules driven decision making Patterned and Digital Data BPM & Transactional Automation RPA & ML Engine COPA is a radical reinvention of the transactional automation approach. It offers full stack automation across the services, processes and IT landscape with one comprehensive solution. 18
EXPERIENCE AUTOMATION FOR THE VOLVO GROUP DEALERSHIP No-Touch support for 80%+ requests Zero lost business Improved customer and dealer experience Transparency & GDPR compliance Intuitive for end user Nearly no training cost. Short lead time to add new use cases. 19
AI: Primary benefits to companies Enhance products and services 19 15 17 Free up workers to be more creative 10 10 16 Optimize internal business operations 12 14 10 Make better decisions 14 10 11 Create new products 12 12 8 Optimize external processes 7 11 12 Capture and apply scarce knowledge 8 9 8 Pursue new markets 8 9 8 Reduce headcount through automation 7 8 8 Don`t know 2 Source: IRPA AI 2018 - http://go.outsourcing.com/irpa-ai/cognitive_orchestration_and_process_autonomics-beyond_rpa Rank 1st Rank 2nd Rank 3rd 20
Conclusion 21
Diffusion of Innovation 22
Ideas for Business Cases with Outcome Orchestration 23
Thank you! Have a successful journey! Balazs, Attila HCL Technologies attila.balazs@hcl.com +31 63 014 3977 Saurabh Chaturvedi Volvo Group saurabh.chaturvedi@volvo.com
DRYiCE IS THE BEST ENTERPRISE AI SOLUTION FOR A REASON 25
RECOGNIZED AS THE BEST BY LEADING ANALYSTS & INDUSTRY BODIES Analyst Recognition Partner Accolades Industry Firsts 1. Leader in Everest Infra Automation, 2017 2. Leader in Zinnov Robotic Automation, 2017 3. Leaders in Gartner Magic Quadrant for Managed Workplace Services, Europe, 2017 4. Leader in The Forrester Wave : Next-Generation Infrastructure Outsourcing, 2017 5. High Performer in HfS Digital Tech Consulting Blueprint, 2017 6. Winner s Circle in HfS Software Product Engineering Blueprint, 2015 7. Leader in The Forrester Wave : BPM Service Providers, 2016 8. Leader in IDC Digital MarketScape, 2017 9. Leadership Zone for Zinnov Digital Services in Retail, Dec 2016 10. Leader in Everest Life Sciences Digital IT, 2017 11. Leader in Everest Capital markets Application Outsourcing, 2017 1. Amazon testimony of capability in providing Proactive Monitoring, Automation & Management of client s cloud environment, 2017 2. Dell EMC Global GSI partner of the year 2016 3. MetricStream GRC Innovation Partner of the Year 2016 4. Dynatrace Most Innovative Development Partner 2016 1. Alconics Best Innovation in RPA Award 2017 2. Alconics Best AI Innovators Award 2016 3. Alconics Best Innovation in NLP Award 2016 4. Industry 1st Verticalized User Experience index 5. Industry 1st Workplace Aggregation Application 6. Industry 1st Business Anywhere model 7. Industry 1st user behavior change management program 26
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Session # 1 Cognitive Experience Automation HCL Attila Balazs Solution Architect +31630143977 attila.balazs@hcl.com Volvo Group Saurabh Chaturvedi End -2-End Architect saurabh.chaturvedi@volvo.com Download the App: sig.org/app Tweet: #SIGspring18
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