"Conversational platforms will drive the next big paradigm shift in how humans interact with the digital world."
https:// www.jacaranda.ro
"The technology transition from one paradigm to another is generally disruptive, costly, unavoidable, eventually complete and, in retrospect definitely, worth it."
https://www.gartner.com
CONVERSATION AS INTERFACE
USE CASES
IS THIS A STRATEGIC TREND?
BUSINESS ARCHITECTURE
BUILDING THE CONVERSATIONAL EXPERIENCE
SUPPORTING TECHNOLOGIES
COGNITIVE COMPUTING
THE NEED FOR “SENSE MAKING”/SEMANTIC TECHNOLOGY
TOWARDS CONVERSATIONAL ENTERPRISE
QUALIFYING CONVERSATIONAL ENTERPRISE OPPORTUNITIES
3. Jacaranda Consulting
CONVERSATIONAL ENTERPRISE
CONVERSATION AS INTERFACE
USE CASES
IS THIS A STRATEGIC TREND?
1
BUSINESS ARCHITECTURE
BUILDING THE CONVERSATIONAL EXPERIENCE
3
SUPPORTING TECHNOLOGIES
COGNITIVE COMPUTING
THE NEED FOR “SENSE MAKING”/SEMANTIC TECHNOLOGY
2
TOWARDS CONVERSATIONAL ENTERPRISE
QUALIFYING CONVERSATIONAL ENTERPRISE OPPORTUNITIES4
13. Jacaranda Consulting 13
24X7
No holding times
N dialogs in the same time
Consistent
Persistent
Robust
Secure
Friendly
Approachable
Personal
Pro-active
Less intrusive
Ease of communication
QUALITYSPEED
CUSTOMER
SATISFACTION
COST
The most expensive
cost factor is labor
BENEFITS
15. Jacaranda Consulting
GARTNER: IN 2020 WE WILL CONSTANTLY USE BOTS
TIP OF THE ICEBERG
2020
CONVERSATIONAL PLATFORMS WILL DRIVE
THE NEXT BIG PARADIGM SHIFT IN HOW
HUMANS INTERACT WITH THE DIGITAL
WORLD
16. Jacaranda Consulting
LOOKING FOR NEW WAYS TO INTERACT WITH TECHNOLOGY
Adapted from Astro Teller
Rateofchange
Time
New thinking
New tools
New processes
We are here!
ADAPTABILITY
CHANGES
Data
Processing power
Cloud Services
Semantic Technologies
CHANGE DRIVERS
17. Jacaranda Consulting
MESSAGING IS THE PREDOMINANT FORM OF COMMUNICATION
Facebook
Instagram
Twitter
LinkedIn
WhatsApp
Messenger
WeChat
Viber
Monthly active users
Source: BI Intelligence, 2017
CHANGE DRIVERS
18. Jacaranda Consulting
CONVERSATIONAL ENTERPRISE
CONVERSATION AS INTERFACE
USE CASES
IS THIS A STRATEGIC TREND?
1
BUSINESS ARCHITECTURE
BUILDING THE CONVERSATIONAL EXPERIENCE
3
SUPPORTING TECHNOLOGIES
COGNITIVE COMPUTING
THE NEED FOR “SENSE MAKING”/SEMANTIC TECHNOLOGY
2
TOWARDS CONVERSATIONAL ENTERPRISE
QUALIFYING CONVERSATIONAL ENTERPRISE OPPORTUNITIES4
19. Jacaranda Consulting
CONVERSATIONAL ENTERPRISE: PROBLEMS TO SOLVE
• Speech
• Semantics
• Context
• Emotions
• Tone
• Personality
• Proactivity
• Empathy
• Memory
• Learning
• Translate human
request into system
tasks
• Connect to systems
• Take action
• Deliver request
• Confirm execution
• Log event
UNDERSTAND HUMAN
COMMUNICATION
CREATE A GREAT
CONVERSATIONAL
EXPERIENCE
EXECUTE REQUEST
DELIVER EFFICIENTLY
23. Jacaranda Consulting 23
The technology transition from one
paradigm to another is generally
disruptive, costly, unavoidable,
eventually complete and, in retrospect
definitely, worth it.
“ “
GARTNER, 2017
24. Jacaranda Consulting
CONVERSATIONAL ENTERPRISE
CONVERSATION AS INTERFACE
USE CASES
IS THIS A STRATEGIC TREND?
1
BUSINESS ARCHITECTURE
BUILDING THE CONVERSATIONAL EXPERIENCE
3
SUPPORTING TECHNOLOGIES
COGNITIVE COMPUTING
THE NEED FOR “SENSE MAKING”/SEMANTIC TECHNOLOGY
2
TOWARDS CONVERSATIONAL ENTERPRISE
QUALIFYING CONVERSATIONAL ENTERPRISE OPPORTUNITIES4
25. Jacaranda Consulting
OPEN VS CLOSED: QUESTION DISTRIBUTION
Frequencyofquestions
Unique intents
CLOSED DOMAINS
OPEN DOMAINS
MAY I HAVE THIS
COAT IN SIZE XL?
WHAT SHOULD I WEAR TODAY?
27. Jacaranda Consulting 27
IMPOSSIBLE
OPEN DOMAIN
CLOSED DOMAIN
GENERATED
RESPONSE
RETRIEVED
RESPONSE
“How can I help you?”
User message
Previous message
Generative
Model
Response
“Give me sales for Q3”
User message
Reasoning
Model
Response
Semantic
Knowledge
Context
www.|
Web
Backend
Systems
Set responses
“What type of pizza?”
User message
Retrieval
Model
Response Context
28. Jacaranda Consulting
REASONING MODEL: BUILDING THE CONVERSATION
#INTENT
DELIVER RESULT
CONVERSATION
STARTS
Chatbot declare capabilities and limits.
Execute on #INTENT
Ask questions to classify #INTENT
Extract # INTENT from user’s question
I haven’t been able to
log into the Internet
Banking System
#INTENT: Password reset
@ENTITY: Internet Banking System
29. Jacaranda Consulting
CONVERSATIONAL ENTERPRISE
CONVERSATION AS INTERFACE
USE CASES
IS THIS A STRATEGIC TREND?
1
BUSINESS ARCHITECTURE
BUILDING THE CONVERSATIONAL EXPERIENCE
3
SUPPORTING TECHNOLOGIES
COGNITIVE COMPUTING
THE NEED FOR “SENSE MAKING”/SEMANTIC TECHNOLOGY
2
TOWARDS CONVERSATIONAL ENTERPRISE
QUALIFYING CONVERSATIONAL ENTERPRISE OPPORTUNITIES4
30. Jacaranda Consulting 30
34%
27% 25%
20% 20%
15% 15%
10%
Retail Healthcare Telecom Banking Fin Advice Insurance Car Dealer Government
Conversational interface
adoption varies across sectors
with that will drive
implementation strategies
(BI Report 2017)
User support rating
31. Jacaranda Consulting
QUALIFYING CONVERSATIONAL ENTERPRISE OPPORTUNITIES
31
Revenue
Streams
Value
Proposition
Client
Segments
Key Activities
Key
Resources
Key
Partners
Technology
Challenge
Business
Challenge
FEASIBLEVIABLE
DESIRABLE
“do we have
interested clients”
“is this a commercially
sustainable work”
“do we have the
capability to
deliver on it”
33. Jacaranda Consulting
Can conversational interfaces
differentiate my products/services?1
Can conversational interfaces
improve our ability to create value,
make better decisions?
2
Do I have the right capability and
skillset in my organisation?3
If I am not a leader, is there a role for
fast followers?4
In summary
Does your organisation need a
conversational
enterprise
strategy?
Why questions matter more than answers