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CAI

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SAP CAI

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CAI

  1. 1. SAP CONVERSATIONAL AI AND THE HANDS-FREE UI SIT CPH 2019 – 04/05-2019 @ChristianLSor
  2. 2. ORDER OF THE DAY • Terms & Definitions • How does a computer learn and understand language? • Real use cases • SAP and the DIY Chatbots • The SAP IRPA 2
  3. 3. WHAT IS CONVERSATIONAL AI? DEFINITIONS AND BASIC PRINCIPLES @ChristianLSor
  4. 4. ©KMD©KMD _ Internal - KMD A/S DEFINITIONS 4 A computer or program that understands, and can react to, natural language. 3 main components: - Language detection - Language understanding - Process the meaning From preprogramed commands, to actual understanding. @ChristianLSor
  5. 5. ©KMD©KMD _ Internal - KMD A/S EXAMPLE • Something as simple as “hello” can come in many forms: • “Hey, hi, hiya, yo, hello, ‘ello!” - Usual • “Ciao, hola, moin, hva saaatan” – mix of language • Synonyms: When does “hi” actually mean “goodbye?”, when does “good morning” mean “hello”, and when is it just “a morning to be good”. 5@ChristianLSor
  6. 6. HOW DOES A COMPUTER UNDERSTAND LANGUAGE? @ChristianLSor
  7. 7. ©KMD©KMD _ Internal - KMD A/S DEEP LEARNING: NATURAL LANGUAGE PROCESSING A QUICK OVERVIEW • Lexical Analysis: How do we boil down the words (and position of words) into math? • Syntactical: Discern the grammar, word meaning (nouns etc..) • Semantic: Sentiment analysis, relationships, entity recognition, question answering 7@ChristianLSor
  8. 8. ©KMD©KMD _ Internal - KMD A/S NLP: AN AIRLINE EXAMPLE • Consider the following sentence: • ”Please book a ticket to Barcelona, this Monday, before 12.” ”Please book a ticket to Barcelona , this Monday, before 12” • Syntactical: • Please, meaning ”Do”. • ”Book” is the verb • ”Barcelona” is a destination, not a football club. • ”Monday” is time. • Semantic: • ”Book” refers to ”a ticket” • ”Barcelona” is the destination of the ”ticket” • The date: Does it refer to ”Do” or ”ticket”? 8@ChristianLSor
  9. 9. REAL LIFE USE CASES @ChristianLSor
  10. 10. ©KMD©KMD _ Internal - KMD A/S THE OFFICIAL H&M CHATBOT How it’s being used: • Help mobile customers navigate their search through outfit possibilities • H&M’s chatbot leverages the following information: • Defines your gender and style • Suggests outfits and the total price for all items • If you dislike the suggested outfit, the chatbot will select a different outfit 10@ChristianLSor
  11. 11. ©KMD©KMD _ Internal - KMD A/S FIRST JOB – RECRUITMENT THROUGH SOCIAL NETWORKS • How it’s being used: • Mya is an A.I. recruiting assistant that manages large candidate pools • Mya can talk to thousands of candidates at once through SMS, Facebook, Skype, email, or chat • Mya: • asks prescreen question • responds to FAQs • delivers application progress updates • gives tips and guidance to candidates 11@ChristianLSor
  12. 12. ©KMD©KMD _ Internal - KMD A/S HONORABLE MENTIONS: THE ”GENERAL PURPOSE” 12 Root – dispatcher bot Subbot 1: Get the weather Subbot 2: Shopping Subbot 3: Home assistant @ChristianLSor
  13. 13. SAP CAI – COMPONENTS @ChristianLSor
  14. 14. ©KMD©KMD _ Internal - KMD A/S CHATBOT LINGO (1/3): INTENTS • Intents are helpful to determine the overall meaning of a sentence • We need to know what the user wants to do • Intents are the overall ”context” of a sentence • ”Greetings”, ”Check order”, ”Buy new [item]”, “Get lightsaber”, “Sleep in Tauntaun” are all examples of ”Intents”. 14@ChristianLSor
  15. 15. ©KMD©KMD _ Internal - KMD A/S CHATBOT LINGO (2/3): ENTITIES • Entities are designed to solve this problem: they extract key information in a sentence. • Intents make you understand that you have to do something. Entities help you actually do something. • The entities extracted will help understand what is going wrong, where and since when. 15@ChristianLSor
  16. 16. ©KMD©KMD _ Internal - KMD A/S CHATBOT LINGO (3/3): SKILLS • Intents helps you understand the user • Entries helps you understand what the user wants • Skills is when you bot puts that knowledge into action 16@ChristianLSor
  17. 17. ©KMD©KMD _ Internal - KMD A/S SAP AND CHATBOTS: SAP CAI • Open, free and accessible • Powerful logic and memory management • Native integration to any channel • Rich messaging and redirections • Webhooks and integrations 17@ChristianLSor
  18. 18. ©KMD©KMD _ Internal - KMD A/S SAP CAI: POSSIBILITIES • Improve customer service, with intent-driven interactions • Streamline the shopping process. It only takes to write what you want to the chatbot and the bot will send the information to the sales department. • Personalize communication. A chatbot answers the specific questions of visitors instead of displaying a long list of information. • Automate repetitive tasks. Most customers want to get answers on the same questions—When do you work? What is your location? Do you make deliveries? In order not to write the same answers every time, make a chatbot. It reduces your employees’ workload. 18@ChristianLSor
  19. 19. ©KMD©KMD _ Internal - KMD A/S 19@ChristianLSor
  20. 20. ©KMD©KMD _ Internal - KMD A/S SAP INTELLIGENT ROBOT PROCESS AUTOMATION _ SAP Intelligent Robotic Process Automation is a complete automation suite from SAP Leonardo. _ Software robots mimic humans by replacing manual clicks, interpret text-heavy communications, or make process suggestions to end- users for definable and repeatable business processes. 20@ChristianLSor
  21. 21. ©KMD©KMD _ Internal - KMD A/S INTERNT KMD A/S INTERNT KMD A/S SAP INTELLIGENT ROBOTIC PROCESS AUTOMATION 21@ChristianLSor

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