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A customer journey with AI by Xavier Vaccari, Softeam Group

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A customer journey with AI : Example of Watson AI, Commerce IO Hybris and Jahia. How to connect to the next big thing and to a legacy system. Presented by Xavier Vaccari, CTO - Softeam Group and Elie Auvray, Chief Product Officer - Jahia.

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A customer journey with AI by Xavier Vaccari, Softeam Group

  1. 1. A CONVERSATIONAL JOURNEY WITH JAHIA & WATSON Xavier VACCARI – Partner xavier.vaccari@softeam.fr
  2. 2. Leader in Business Expertises Innovator in Technology Disruptions Reference in Technology Expertises 1 2 3 POSITIONING Jahia Days
  3. 3. OUR COGNITIVE LAB Jahia Days
  4. 4. Jahia Days A VALUE CENTRIC APPROACH POV MVP PROJECTINCEPTION SOFTEAM AI SKILLS AT SCALE CUSTOMERS INNOVATION & DELIVERY
  5. 5. AN AI JOURNEY WITH SOFTEAM Jahia Days DISCOVE R TRY LAUNC H BUILD RUN
  6. 6. Jahia Days SMEDevelopers Data Scientists 152030 NEW SKILLS WITH AI
  7. 7. Vision Cognitive Bank Cognitive Insurance Digital Process Automation Digital Media & Commerce Custom AI Jahia Days OUR OFFERING
  8. 8. RIGHT BRAIN AI/Cognitive oriented LEFT BRAIN Business rules oriented EYES Data capture HANDS Bots CENTRAL NERVOUS SYSTEM OrchestrationDIGITAL PROCESS AUTOMATION Jahia Days
  9. 9. IBM & SOFTEAM GROUP Jahia Days #1 in Analytics 400 certifications, leader in France #1 Watson Business Partner Biggest Watson population in France, IBM labs connections, shared roadmap 100% coverage of DPA skills Skills in RPA, OCR, AI/Datascience, Cognitive, Cloud, data preparation, BI Assets RPA Analytics, email analyzer, chatbot, voicebot New Belux partnership Innovation Lab offering deployed in Luxembourg & Belgium
  10. 10. Jahia Days CONVERSATIONAL SERVICES
  11. 11. CUSTOMER NEEDS ARE CHANGING • 24/7 • QUICK ANSWERS • CUSTOMIZED USER EXPERIENCE • NEW SERVICES • QUALITY Jahia Days
  12. 12. Jahia Days MAJORITY OF THE BUSINESSES HEARD ABOUT CHATBOTS FOR THE FIRST TIME BETWEEN 2015 AND 2016. CUSTOMER NEEDS ARE CHANGING
  13. 13. TOP 3 INDUSTRIES WHICH WILL REAP THE MAXIMUM BENEFITS FROM CHATBOTS E-COMMERCE INSURANCE HEALTHCARE Source: Chatbot Survey 2017 A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL'
  14. 14. 30 % 60 % 90 % 0 % INDUSTRIES THAT WILL BENEFIT THE MOST FROM CHATBOTS Source: Chatbot Survey 2017 A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL'
  15. 15. 10 0 % 75% 50 % 25% 0 % BUSINESS FUNCTIONS WHICH WILL BENEFIT THE MOST FROM CHATBOTS Customer service function will benefit the most from Chatbots followed by Sales/Marketing and Order Processing. Source: Chatbot Survey 2017 A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL'
  16. 16. RESULTS SAVINGS • 24/7 CUSTOMER SUPPORT • EMAIL ANALYZING COSTS DIVIDED BY 10 • MORE TARGETS FOR DIGITAL LABOR • +0 FTE RECRUITED • HIGHER CUSTOMER SATISFACTION 'escent - Executive dinner 16 85% 15% 1 M€ / year
  17. 17. Commerce IOREACT Watson DX >> module SAP Hybris

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