"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

1. JACARANDA
Conversational Enterprise
Dr. Dumitru Radoiu
April 2018

2. Jacaranda Consulting
Exponential rate of
in technology will drive
in business architecture
2
in the way we interact with systemsCHANGE
CHANGE
CHANGE

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

4. Jacaranda Consulting
E-COMMERCE
NORTH FACE
POWERED BY WATSON ASSISTANT
3X

5. Jacaranda Consulting
DIGIBANK INDIA
COMMUNICATION ONLY VIA CHATBOTS
BANKING
90
seconds

6. Jacaranda Consulting
TRANSPORTATION
SKYCHAT
BOOKING CONFIRMATION, FLIGHT UPDATES
Convenience

7. Jacaranda Consulting
INSURANCE
CREDIT MUTUAL
AUTOMATED EMAIL REPLY
Workflow
automation

8. Jacaranda Consulting
SLACKBOT
GET ADVICE ON THE MOVE
SOFTWARE DEVELOPMENT
20-30%

9. Jacaranda Consulting
ACCESS ANALYTICS
GOOGLE SHEETS
CHAT WITH ANALYTICS
Hide
complexity

10. Jacaranda Consulting
TALK TO BOOKS
INTERACT BY VOICE WITH BOOKS CONTENT
TALK TO BOOKS
Discovery

11. Jacaranda Consulting
MASERATI GRANCABRIO
INTELLIGENT ASSISTANT ON-BOARD
AUTOMOTIVE
Assisted
driving

12. Jacaranda Consulting
INTELLIGENT ASSISTANTS
SMART SPEAKERS
ACCESS ALL SMART SERVICES/DEVICES
Single
access
point

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

14. Jacaranda Consulting
TIP OF THE ICEBERG

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

20. Jacaranda Consulting
ONTOLOGICAL
Concepts, relations,
axioms, constraints
DECLARATIVE
Classes, objects,
interactions
PROCEDURAL
Rules, procedures,
agendas
STRUCTURAL
Rule sets
Concept relationships
PROCEDURAL
Ada, Basic, Visual Basic, Pascal,
Fortran, C
STRUCTURAL
SGML, HTML, XML,
XHTML
ONTOLOGICAL
RDF, RDFa, OWL…
DECLARATIVE
OO-Ada ,OO-Cobol,
C++, Java, C#
CLOSED: COGNITION AND PROGRAMABLE COMPUTING

21. Jacaranda Consulting
OBSERVE
HYPOTHESIS
EVALUATE
DECIDE
CURATE
CORPUS OF
KNOWLEDGE
OBSERVE
HYPOTHESIS
DECIDE
CURATE
CORPUS OF
KNOWLEDGE
UNDERSTAND
UNSTRUCTURED
DATA
EVALUATE ASSES
CONFIDENCE
DECIDE
ACTION
INTERACT
LEARN: CURATE
CORPUS OF
KNOWLDGE
REASON
MAKE INFERENCES
SEMANTIC APPLICATIONS
SEMANTIC CONTENT
OPEN: COGNITION AND COGNITIVE COMPUTING
Capturing or sensing new data (IoT,
NLP, Web, mobiles, RPA, data lakes)
NLG, RPA, blockchain Analytics

22. Jacaranda Consulting
REASONING
SPEECH
TRANSLATION
VISION
ANALYTICS
DECISION
UNDERSTANDING
KNOWLDGE
LEARNING
Conversation Document
conversion
Language
classifier
Tone analyzer
Natural language
understanding
Language
translator
Retrieve and
rank
Personality
insights
VISION COGNITION ANALYTICS
LANGUAGE
COGNITIVE COMPUTING BUILDING BLOCKS

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?

26. Jacaranda Consulting 26
IMPOSSIBLE
OPEN DOMAIN
CLOSED DOMAIN
GENERATED
RESPONSE
RETRIEVED
RESPONSE
GENERATIVE MODEL
RETRIEVAL MODEL REASONING MODEL

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”

32. Jacaranda Consulting 32
Vendors

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

34. JACARANDA
Thank You!
Founder, Jacaranda Consulting
Dumitru Radoiu
dumitru.radoiu@jacaranda.ro
/dumitruradoiu/