2. Audit Corporates Day
Swisscom’s Transformation and Artificial
Intelligence
Milos Radovic, Senior Business Developer
Dr, Andreea Hossmann, Head of Data Science

3. Digitalization!
What a buzzword.

4. Digitalization everywhere!

6. «You can‘t just buy digitalization
off the shelf!

7. «Digitalization is a complex but
very interesting digital journey to
change»

8. New technologies can help to accelerate change
Coming in waves it will changes our business
1
2
3
4
Mobility & Connectivity
Devices like Smartphones, Tablets and
the mobile Internet. Mobile
connectivity is omnipresent.
IoT & Virtualization
Physical things will merge with the
cloud. Smart data, virtual reality and
virtuallized systems and networks.
Artificial Intelligence
Machines will learn and decide
independently. Intelligent analysis of
huge amounts of data. Robotics.
Blockchain.
…?
We don‘t know what the future brings.
But we know that the next wave is on
its way.
2007 today 2020 2030

9. The speed of change increases
Linear growth can mean exponential failing
Growth
Time
Exponential
Linear
Disruption

11. Digitalization changes customer behavior
Double the data for
mobile usage per yearx2
Videos on Demand
per month580Tsd.
Customers watch
delayed/prerecorded TV65%
Under 50 use fixed
telephony10%
…and expectations.

12. Proven business models dissapear…
…and it hurts.
«SMS was once a 400-Millionen-Business
– today, it dosen’t exist anymore.
Textmessages were simply replaced by the web based service
WhatsApp, an Internet-Company.»
Der Bund

13. New Competitors

14. Innovation means movement
Time
New Business
Traditional
Business
70 %of the Swisscom revenueis made with productsthat didn’t exist
10 years
ago.
Revenue

15. A big challenge
Catch-Up with the speed of technology
Adoption
Pace

16. What we’ve learned
It‘s more than just technology
Technology
Agile development
and organizations
Humans first

17. We need a new culture.

18. Learn and accept failure

19. Form a new leadership
Develop skills deliberately
Shape the future –
manage consistently
Strengthen people –
Learn and Shape
Entrepreneur
Trainer
Connect forces –
work together
Networker
Be aware and –
develop your strenghts
Self-Management

20. Keep your eyes on the next wave
Data is the basis for artificial intelligence, robotics and much more
Artificial Intelligence
Blockchain
3
Robotics

21. Is artificial intelligence a
threat or a chance?

22. The Why

23. What is this?

24. The Past!

25. Artificial Intelligence
is the next step

26. The machine
reaches out to us.
Paradigm shift:

27. Paradigm shift:
The machine reaches out to us
Using a machine
Old world
Having a conversation
New world

28. Images
Speech
Understanding of structured
and unstructured data
Understanding of structured and
unstructured data
What Distinguishes Our Brain
from a Machine
Texts
Images
SpeechTexts

29. The How

30. The AI Dream Team
> Data Science / AI Solution Design
> Data Exploration
> Data Labelling
> Machine Learning Model Creation
(supervised or unsupervised)
> Machine Learning Model Evaluation
> AI Solution Design
• NLP – Text Classification, Sequence
Modelling etc.
• Speech – Keyword Spotting,
Domain Adaptation, Low-resource
Languages
• Designs
• Development
• Native App Development
• Progressive Web Apps
• Web Development
• Back-End Solutions
• Technical Advice
• Scrum/Agile Development
• Software Testing
• User Experience Testing
• Operation
• Integration

31. Partnerships with leading AI research institutions
Lausanne
Martigny
Zürich
Lugano

32. Digital Transformation Fund
Scope of investment
Investment
topics
Telecom and
IT Infrastructure
Artificial
Intelligence
Cybersecurity
40%
40%
20%

33. The What

34. «A country’s ability to improve
its standard of living over time
depends almost entirely on its ability
to raise its output per worker.»
Paul Krugman

35. Legal MarketingCustomer Service
Human ResourcesCustomer Experience Security

36. Companies face countless service requests
on a daily basis
> 1.000.000
Text service requests in 2016
> 13.000.000
Voice service requests in 2016
When does my
cell phone
contract expire?
I had a defect router
delivered to me.
Can you help me, please?
How do I receive
the newest
SAP update?
I have a software
problem. Can you
call me back?

37. Customer Service Is Increasingly Personal
own language own context fits the brand

38. 30%of Internet searches will happen
without a screen by 2020
The Number of Interactions between Companies and
Customers Is Exploding
Especially Speech Interactions with Machines
Huge Challenge for
Customer Service

39. Customer
Agents
I have a
problem with…
Thanks!
I would love to help you!
1 Suggested Solution A
2 Suggested Solution B
Messaging
Social
Call
Mail / Fax
E-Mail
Personal
Assistant
AI for Customer Service

40. Hotlines – 0800 800 800
1.10 CHF
50%
of all contacts 13 M
calls per year
7 min
average
handling time
cost per minute

41. Search Best Solution
for Agents
Best Solution
for Customers
Virtual
Assistant
The Way to your Digital Assistant
Journey:fromanIntelligentSearchtoaCutting-edgeAIBot

42. It’s time for a demo

43. Looking Ahead
Meta-learning
> Use the data more
efficiently
> Converse with humans
in text and speech
> Focus on the user!

44. Merci!
Artificial Intelligence for your Business