CWIN17 london ai ml and automation for digital operations - vanessa kho
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This document discusses how AI and robotics are transforming digital operations. It begins by explaining that while AI has been around since the 1950s, it is now a hot topic because 90% of data today was created in the last two years. The document then discusses how organizations are implementing AI to increase sales, boost operations, engage customers, and generate insights. It provides examples of how AI is augmenting roles in the financial services industry. The remainder of the document contrasts business-centric versus technology-centric approaches to AI and discusses automation frameworks and quantifying benefits.
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CWIN17 london ai ml and automation for digital operations - vanessa kho
- 1. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 1 Automating the Automation : AI Assisted Transformation Shrinivas Shikhare, Transformation Consulting Vanessa Kho, Digital Customer Experience
- 2. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 2 Artificial Intelligence is not new, Turing Test was developed in 1950, why it has become such a hot topic now?
- 3. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 3 90% of data today we created in the last two years
- 4. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 4 “Organizations are now convinced of the benefits that AI can bring. They are now asking themselves where and how they should invest.” Gordon Schembri, Principal Digital Technology, GE Oil & Gas How AI is driving benefits across the organization? Influencing sales 3 in 4 Organisations implementing Ai increase sales of new products and services by more than 105 Boosting Operations 78% of organizations implementing AI increase operational efficiency by more than 10% Engaging the Customer 75% of organizations using AI enhance customer satisfaction by more than 10% 79% of organizations implementing AI generate new insights and better analysis Generating Insights
- 5. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 5 What Organisations are doing? Source: Capgemini Digital Transformation Institute, State of AI survey, N=993 companies that are implementing AI, June 2017 Share of organisations implementing AI that observe more than 10% point gain on the following benefits Reduced Churn Reduced Customer Complaints Enhanced customer satisfaction 66% 72% 73%
- 6. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 6 Industry Aligned AI Agents AI and Robotics are a crowded space
- 7. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 7 AI augmenting roles in Financial Services Wealth Advisor Compliance Officer Claims Adjuster Call Centre Agent Back Office worker
- 8. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 88© 2017 Capgemini. All rights reserved. Agenda Approaches – Business Centric vs Technology Centric AI Assisted Transformation – Journey, Illustration – Insurance Perspective Framework and Business Case Automation and AI
- 9. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 1010© 2017 Capgemini. All rights reserved. ….Flavours of AI Deep Learning e.g. MLPs e.g. Shallow Auto encoders Representation Learning Machine Learning e.g. Logistic Regression AI e.g. Knowledge Base Artificial intelligence, Machine Leaning and Deep Leaning are terms that are often used interchangeably. But they are not the same thing. Source : Ian Goodfellow
- 10. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 1111© 2017 Capgemini. All rights reserved. Yes… it is different! Computer Data Program Output Computer Data Output Program Traditional Programming Machine Learning Deterministic Probabilistic
- 11. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 1313© 2017 Capgemini. All rights reserved. Agenda Approaches – Business Centric vs Technology Centric AI Assisted Transformation – Journey, Illustration – Insurance Perspective Framework and Business Case Automation and AI
- 12. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 1414© 2017 Capgemini. All rights reserved. How are we approaching this ? Help IT manage business demand. Help the business leverage technology. Business-centric Technology-centric view
- 13. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 15© 2017 Capgemini. All rights reserved. Business Centric Approach
- 14. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 1616© 2017 Capgemini. All rights reserved. Automating the Automation : RPA to AI Business Process Centric View AI Automation : When processes involve dynamic decisions or experience based learning + Human intelligence of understanding and reasoning they are candidates for it Example Claim Adjudication experience learning ), NBA Smart Automation - ML When process involve exception based learning they are candidate for it. Example of it is Claim Profiling, Robotics - when process are repeatable and predictable but requires human interaction with more than one system (PAS, Workflow) Example of it is premium advice, billing , surrender etc Not all process can be done 100% for RPA but sub process can be or sub tasks should be.
- 15. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 17 Combine RPA, Cognitive and /or Deep Learning to achieve higher automation potential Business Process Centric View RCA / MLRobotic Process Automation Combine RPA with software that uses pattern recognition, machine learning, and natural language / ‘human’ interface Software that acts as a ‘virtual person’, operating existing applications and systems. Rapid but scalable task automation. PotentialValue Evolution Note: Illustrative automation vendors DL Deep Learning enables Artificial Intelligence Applications with symbolic logic , evolutionary algorithms minimizing error and maximizing likelihood of prediction RPA
- 16. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 19 Technology Centric Approach Illustration with Neural Network
- 17. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 20
- 18. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 21
- 19. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 22
- 20. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 23
- 21. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 24
- 22. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 25
- 23. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 26
- 24. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 27
- 25. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 28
- 26. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 29 Example : How Machine Understands that picture is CAT or DOG ?
- 27. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 30 Better than human ?....... Machines have made significant stride on in distinguishing among similar looking categories of images Improving cognition and problem solving
- 28. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 31 Illustration : Focus : Vision Document features extraction, Damage Estimation, Loss Modelling Autonomous driving, object detections
- 29. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 32 AI Assisted Transformation : Demo Deep Learning: Using Image, NL, Knowledge,Voice
- 30. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 3333© 2017 Capgemini. All rights reserved. Agenda Approaches – Business Centric vs Technology Centric AI Assisted Transformation – Journey, Illustration – Insurance Perspective Framework and Business Case Automation and AI
- 31. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 34 Framework : Automating the Automation
- 32. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 35 Business Case : Automation and AI Benefit Quantification ‘Benefit Realization’ is directly proportional to ‘Rate of Learning’
- 33. How AI & Robotics transform digital operations | Nov 23rd, 2017 © 2017 Capgemini. All rights reserved. 36 With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. About Capgemini Learn more about us at www.capgemini.com This message contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2017 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. This message is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. Shrinivas SHIKHARE (Shrinivas.shikhare@capgemini.com) Director – Transformation Consulting Advance Analytics Vanessa Kho (Vanessa.Kho@capgemini.com) Senior Director – Digital Customer Experience Keep Learning!
Editor's Notes
- Why now? AI has been around for many years….
- Why now is more important than ever to focus on customer experience? We create 2.5 quintillion bytes of data everyday, consumers expect more these days from the data we shared, whether is through social media, our fit bit devices, engagement with customers has experience a paradigm shift in the past 2-3 years and will only continue to change E.g. We expect our Bank / Credit card companies to give us offers/discounts based on our shopping pattern. We expect to complain about train journey using our twitter account We expect to buy insurance through facebook messenger on our mobile device. With the explosion of data and more demanding customers (millennials), traditional analytics is not enough for companies to stay ahead of the games and be competitive. This is where Cognitive computing to help transform how companies should engage with customers. With the advantage of ML and NLP, we no longer need to analyse data in the traditional way, data analytics or big data software will soon be replaced by Cognitive technologies.
- 2930% Increase in sales leads experienced by Harley-Davidson using an AI tool in three months Cosabella, a luxury lingerie retailer, has moved to an AI-managed marketing platform. This smart platform automates digital advertising and marketing efforts, such as targeting a high-value audience and driving paid search ROI. In a three month pilot, the platform produced a 336% return on ad spend (ROAS) and a 155% increase in revenue (Q4, 2016). Before they shifted to the AI platform, social media accounted for 5 to 10% of Cosabella’s paid ad revenue. Since the adoption of the platform, social media consistently accounts for 30%.
- Where are the benefits of AI? This is a research done by Capgemini Digital Transformation Institute, we surveyed about 993 companies,
- A lot of interesting startup in the market plus the technologies giants like Google, IBM and Microsoft, some of these startup are focusing on industry specific use cases. The key to remember here is : with the convergence of technologies, a lot of companies claims to have AI and the truth is, there are thousands of ML models in the market, to give you an example, I recently attended a robotics software company who has developed ML capabilities, their success rates is 5000 examples to achieve a success rates of 60%, versus IBM Wastson – you need about 300-400 examples to deliver a success rate of 86%. Picking the right vendor with the balance of cost, functions and effectiveness is where Capgemini has been working with our customers on.
- Use Case walkthrough: Low hanging fruit – automate and read customer email, classify them and route them directly to relevant parties, or even perform straight through processing Call centre optimization – you will be surprised a lot of call centre volume are handling requests such as balance inquiry and change of address. We are working with Retail banks to reduce the call volume by Chatbot and Voice Bot. Voice bot add an element of human touch unlike traditional IVR. More sophisticated use cases will include Claims assessment by AI and Robots, Compliance and Wealth Advisor. We are working with Insurer to look at how AI can help assess Injury Claim by recognizing pattern, augmenting decisions by case workers At JP Morgan, lawyers spent thousands of hours studying financial deals. Now, an AI system is doing the challenging job of interpreting commercial loan agreements, taking on a task that has swallowed 360,000 hours of work by lawyers and loan officers. The AI system reviews documents in seconds and is less prone to error. The system has cut down on loan servicing mistakes, many of which originated from human error in interpreting12,000 new wholesale contracts per year3. A similar experience is highlighted Royal Bank of Canada: AI offers the ability to scale our capacity 10,000-fold of human analysis and scale back as and when needed.” Mastercard intends using AI to improve the overall accuracy of real-time approvals of genuine transactions while reducing the number of false declines. Mastercard estimates that the value of false declines is over 13 times greater than the total amount lost to actual card fraud and that a third of customers stop shopping at retailers after being falsely declined. By using AI, Mastercard hopes to reduce the overall number of false declines, and thus help their retailer partners.
- Esta imagem nao funciona; Espada em cor, nunca branco? Usar a forma de duas cores como os exemplos aqui em anexo.
- Should I start introducing these technologies or directly jump to specific use case
- There is separate session on each topic and positon papers to solve these problems.
- Are we representing feature here….. C reverse C …..
- Let machine to build its own feature set
- Building business case with proper benefit quantification is another challenge. One can build the business case Automation focus OR AI focus Important thing is benefit realization is directly proportional to rate of learning therefore it is essential to define intermediate business outcomes with assumptions tracking. As you have seen in this point of view : This requires different mind-set of empirist, rationalist and connectionist. If we combine maths+stats , CS, Business Knowledge then opportunities are infinite.