The future of customer support is AI-driven automation. Soon, we’ll interact conversationally with bots that know who we are and how to fix our problem right the first time. Soon, the capabilities of virtual agents will far exceed those of today’s best humans. We’ll receive support that is more reliable than friends, more accurate than social media, and less frustrating than waiting on hold. In this session, we’ll discuss how artificial intelligence is impacting IT. We’ll cover research trends, technical challenges, and the cultural implications of AI-driven automation. We’ll also discuss how AI and natural language processing (NLP) can be used to improve KPIs like MTTR, FCR, cost per ticket, and customer satisfaction. You'll leave better informed, less frightened, and armed with actionable advice to help you spearhead your team's vision for the future of IT.

1. WELCOME
San Francisco Bay Area
Local Chapter Meeting
March 15, 2017

2. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
Today’s Meeting Agenda
11:30 – 12:00
• Registration/Networking/Lunch
• Introductions
12:00 – 1:30
• Announcements
• Keynote - The Future of Artificial Intelligence in IT: Using
Machine Learning to Drive Automation for Process
Improvement
• Case Study – Larry Motsenbocker - Fujitsu
• Raffle Drawing
Please complete our survey
https://goo.gl/iClK4u Today’s Speaker
Dan Turchin
Co-founder and
Chief Product Officer of Neva
Thank you
Our Meeting Location Hosts Synopsys and Ellie Mae
Our Meeting Sponsor

3. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
Introductions
• Connect with 2 or 3 people who are “new to you”
– Find out their answers to the following questions:
• 1 – Their name
• 2 – Company
• 3 – Functional Title (what they do)
• 4 – Number of years they have worked in IT
• 5 – Find three things you have in common - For instance you all like the beach
• Connect with another group and share the things you have in
common

4. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
• Each year, HDI works jointly with the local chapters to identify and award
the highest honors in the technical service and support profession.
• Nominations open in August
• The SFHDI chapter winners compete with their peers regionally to
represent at the HDI Annual Conference & Expo
• An exclusive membership benefit
– Analyst of the Year
– Desktop Support Technician of the Year
Let’s Celebrate our Award Winners!
http://ThinkHDI.com/IndustryAwards
HDI's premier award sponsor

5. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
2016 SFHDI Award Winners
Analyst of the Year
Paul Mak
LinkedIn
Desktop Support Technician of
the Year
Luis Torres
Synopsys

7. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
OUR
LOCAL CHAPTER DISCOUNT
**Additional $200 Off**
HDI17SF
USE PROMO CODE
at
HDIConference.com

8. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
San Francisco Bay Area HDI Board of Directors
VP Communications
Cathy Miller (LinkedIn)
VP Programs
Rob Matheson (Excell)
VP Vendor Sponsorships
Josh Furr (LinkedIn)
VP Membership
James Hagan (LinkedIn)
Co-VP Finance
Nenita Rozzi
Bren Hanson (Exchange Bank)
Past President/Chapter Advisor
Larry Motsenbocker (Fujitsu)
President
Terri Oropeza (Synopsys)
Members at Large - Leadership Council
Dawn Dunn (Wilson Sonsini Goodrich & Rosati
Hillary Hernandez (Robert Half Technology)
Karen Whitcomb (Ellie Mae)
Join Us!
Help us grow the SF Bay Area Chapter

9. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
ThinkHDI.com/Membership
Support@ThinkHDI.com
800-248-5667
“I have become part of something that is closer than
a community, I have become part of a family.”
— Dewayne Dillard, Sr. Help Desk Technician, Wexner
Medical Center at The Ohio State University
Hot content. Cutting edge research. Event and training discounts.
The Most Passionate Community in
Tech Support
“HDI cares about and celebrates the success of every
member of our community. Together we are
stronger.” —Yvonne Harrison, Director Consulting
Services, CGI

10. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
HDI Members:
Now More Connected Than Ever
Connect and collaborate with
professionals who share your goals and
challenges
Only at HDIConnect!
Connect.ThinkHDI.com
Gain exclusive access to the best industry
resources—hand-picked by experts and
practitioners

11. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
HDI Training Experience | Phoenix, AZ | March 20-24
The HDI Training Experience features four job- and skill-specific certification
training courses over five days of learning and networking. Big discounts available.
Learn more.
Upcoming HDI Leadership Forums
• Live at HDI 2017 in Washington, DC- May 9-12
• Napa, CA- June 19-22 Executive and Healthcare Provider Forums
• Find out more at forums.thinkhdi.com
HDI 2017 Early Bird Deadline is March 17
Don’t miss your last chance to save on the HDI 2017 Conference & Expo. You’ll get
$200 off your conference pass and HDI member save an extra $200! Register now
and save.
What’s Hot at HDI

12. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
Upcoming Meetings and Events
• Webinar - Mar 30, 2017 – 10 am
– The Pursuit of Award-Winning Service Improvement: A
Case Study from CGI Federal
• April 6 – Sacramento HDI Big Event One Day
Conference
• April 28 – Authentic Leadership with Julie Mohr
– Live Meeting – Ellie Mae, Pleasanton
– Multicast – SF and Palo Alto - WSJR
• May 9-12, 2017 HDI Annual Conference
– Connecting the World of Technical Support
• Gaylord National | Washington, D.C.
• The most comprehensive four-day event covering all aspects
of the technical support industry
• June 7 - TBD Local Chapter Meeting
• Summer 2017 – SFHDI Tech Taps
– Locations in SF, South Bay and East Bay To Be Announced

13. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
Get Social Us With Mention us today:
#SFHDI
Join us on LinkedIn:
www.linkedin.com/groups/123224
Like Us:
fb.com/BayAreaHDI
Follow us:
Twitter @sfhdi

14. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
Thanks to our Sponsors

15. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
A word from our sponsor

16. Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight PresentationInsight’s Tagline Would Go Here Insight Presentation
HDI Presentation 3/15/2017
Mandy Wolfe & Tim Hogan

17. Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight Presentation
• Global provider of HW, SW and Services
• Founded in 1988
• Headquartered in Tempe, AZ USA
• 5,400+ teammates worldwide
• Operations in 22 countries
• Transacts in 15 languages and 14 currencies
• Partnerships with 5,000 manufactures
• $5.5 billion in revenue in 2016
• Serving 80% of Global Fortune 500
• Currently 474 on the Fortune 500
• 2,300+ product and industry certifications
• 1,000+ Services professionals
17

18. Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight Presentation
Help businesses run smarter with intelligent
technology
Imaging and asset tagging
Customer owned inventory
and hot swap program
Data migration

19. Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight Presentation
Traditional end-user model

20. Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight Presentation
Modern end-user model
End users Transformation
Knowledge
Management
Social
Peer2
Peer
IT
Process
Automation
Script
Pulls
KM
Search
Self
Service
Portal
Vending
SSO &
PW
Reset
Chat
Patch/
Script
Push
Onsite
Techs
Warranty
OEM/Post
Walk Up
Services
Lockers Mobility
Depot/
NRC
LOB &
Shadow IT
Support
Thought
Leadership
Enterprise
Apps
Productivity
Remote
Tools
Email,
Phone,
Web

21. Insight Proprietary & Confidential. Do Not Copy or Distribute. © 2015 Insight Direct USA, Inc. All Rights Reserved.Insight Presentation
Thank You!

22. 22 © 2017 FUJITSU
Connect. Challenge.
Inspire.
RPA Case
Larry Motsenbocker

23. 23 © 2017 FUJITSU
 Non-disruptive automation
 Works by using rather than replacing existing systems
 Removes repetitive, mundane, low value or very manual tasks if they have
 Structured workflow
 Clear decision parameters/logic (if x then y, otherwise z)
 Requirement for effort removal, high degree of consistency, 24/7 operations, removal of human error
 Delivering consistent and efficient process operation
 Virtual Robot Workers – Interacting with systems as a user would
 Only requires standard systems access – No expensive integrations
 Simple visual design and build
 No programming skills
• Reduced cost of setup – Shorter time to production
 If you could teach someone else to do it, you can likely automate it
What is Robotic Process Automation?

24. 24 © 2017 FUJITSU
 Assume an Average Daily Volume of 600 tickets needing human intervention
 The current process takes an average of four minutes per alert (2400 minutes total)
 Assume each FTE has an output of 6.5 hours per day (390 minutes)
 Total of 6 FTE required to complete activity
Internal – Automation of NOC alerts

25. 25 © 2017 FUJITSU
Retail Sector – Automation of Base Ticket Audits
The Customer
The Challenge
The Benefits
 National Retail Store
 Provides increased coaching opportunities to
the Supporting Group, leading to higher
overall accuracy in these types of escalations.
 Reduction in potential SLA violation for
unnecessary or erroneous parts ordering.
 Near real time tracking of the feed from Oracle
to customer based systems, which also
reduces potential financial risk.
 Time reallocation from searching for and
locating mistakes, concerns or areas of
improvement to proactively processing the
mistakes and concerns within the team.
 Automating Base Ticket audits for Dispatch
Queues: WebFujitsu, Webblackbox,
Webcrosscomm, Tyco. Ticket queues: MK
Queues: Depot, Depot WIP Depot hold, WMI
Depot, WMI Depot Hold as well as CAP
requests.
 Digital worker is provided a CSV export of Tech Dispatch / Markdown escalation data
 Digital worker loads the data into the automation tool.
 Digital worker reads the ticket data for required escalation information.
 Digital worker notates missing information and compiles ‘Good’ escalations and
‘Exceptions’
 Digital worker provides both datasets upon completion
Design Thinking:
 Automation frees up Supporting Group
from verifying accuracy, allowing for
more coaching opportunities per month
and an overall increase in accuracy.
 The processes is easily adaptable to
other types of tickets.
Technologies:
 Microsoft Excel
 RPA HTTP post to WebService API
 LAMP stack reporting site
 Google charts API graphing features
Ticket Data is sent
to Digital worker
Digital worker
verifies data
Data is sent back
to Supporting
Group

26. 26 © 2017 FUJITSU
Retail Sector – Time and Attendance Validation
The Customer
The Challenge
The Benefits
Summary of Automation
 Digital Worker extracts timecard data from timecard system and login data from ACD
system
 Digital Worker compares timecard data to login data, adjusting for time zones,
holidays, etc.
 Digital Worker generates formatted report and provides via email or web page
download
 Digital Worker alerts team management for defined criteria and anomalies
 Digital Worker monitors anomalies for human resolution and re-applies exceptions to
report
 National department store
 Reduce team management time on
timecard validation equating to 0.233
FTEs
 Automatic adjustments for daylight
savings, holidays, time zones, and
overtime
 Parameters based process controls
enabling variable processes with 100%
compliance
 Fully automated reporting and alerting
 Comparison of time cards to login times is
time consuming and repetitive for team
management
 Given date time values from timecards and
login date time values, automate a solution
to validate timecard values fall within
acceptable ranges
Technologies:
 Robotic Automation Engine
 RPA HTTP post to WebService API
 LAMP stack reporting site
 Google charts API graphing features
Design Thinking:
 Extendable process can be leveraged
for further work with email templates
 Rules are variable and parameters
based for ease of add/remove in future
needs
 No Digital Worker deleting means
human review is always available –
emails only to be moved into groups
Extract Time
Card Data
Anomalies post
to web service
Compare
time/date
ranges
Generate
Formatted
Report
Compliant post
to standardized
report
Extract
ACD login
data
Apply rules and
criteria
Have
anomalies
been
approved?
Append
standardized
report
N
Y

27. 27 © 2017 FUJITSU
The Customer
The Challenge
The Benefits
 Government agency
 Significant decrease in time to closure of
service requests as notifications proceed as
soon as thresholds are exceeded rather than
upon discovery or notification equating to 0.54
FTEs
 Parameters based internal escalations allows
for variable rules and actions
 Fully automated alerting and historical
reporting
 Services Requests have “child” items that need
to be completed prior to service requests being
closed
 Given service requests, their child items, group
assignments and identification of responsible
individuals, automate a solution to follow up on
child requests with no updates in defined time
Public Sector – Service Request Automation
 Robot loads all service requests that are not closed or resolved meeting defined criteria
 Robot opens each individual ticket and loads all child items by unique keys
 Robot evaluates child items against criteria for launching follow up process
 Robot alerts team management for defined criteria and anomalies
 Robot monitors for compliance and provides tools for identification of trends and outliers
Design Thinking:
 Parameters based process controls allow for
extendable functions
 Data gathered during this process can provide
new insights into trending, efficacy and
efficiency within processes
 No robot deleting means human review is
always available – emails only to be moved
into groups
Technologies:
 Digital Worker Automation Engine
 RPA HTTP post to WebService API
 LAMP stack reporting site
 Google® charts API graphing features
Load SRs
For each
parent
Next parent
For each child
Next child
Attempt 1
criteria?
Alert SR child owner
Alert SR parent owner
Attempt 2
criteria?

28. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
Please complete our survey
https://goo.gl/iClK4u

29. WHERE TECHNICAL SUPPORT PROFESSIONALS BELONG
And the winner is…
• Random drawing from all three sites for
today’s lucky winners
– Plantronics Voyager 5200 UC
• Donated by
– Amazon Gift Card Provided by SFHDI
– Amazon Echo
• Donated by