This document discusses how AI-powered search can drive employee experience. It begins by defining digital transformation according to several sources and noting that skills involving hands-on problem solving will be less susceptible to automation. It then discusses how search is evolving from intranets and portals to being more connected. The rest of the document focuses on how an AI-powered search solution can help with exploration of information, integration of different data sources, and curation of search results through personalization and recommendations. It maintains search is crucial for digital transformation and improving employee engagement and productivity.

1. How AI Powered Search Drives
Employee Experience
Vivek Sriram, CMO

2. Digital transformation is
the process of using digital
technologies to … meet
changing business and
market requirements.
-- Salesforce.com
Digital transformation is a
foundational change in
how an organization
delivers value to its
customers
-- CIO.com
Digital transformation is
the strategic adoption of
digital technologies, such
as a digital workspace, to
improve processes and
productivity
-- Citrix
Digital business transform
ation is the process of
exploiting digital technolo
gies and supporting
capabilities to create a
robust
new digital business
model.
-- Gartner

3. Skills that can easily be
standardized, codified, or
routinized are most likely
to be automated. Those
that involve hands-on or
real-time problem-solving
are less so.
MIT Sloan
Employees will have to
apply creativity, critical
thinking and constant
upskilling to solve complex
problems.
Gartner
By the end of 2019,
automation will eliminate
20% of all service desk
interactions due to
cognitive systems.
Forrester

4. Trends and drivers
 Increasing customer expectations
 Customer insights are critical to workflows
 AI is ubiquitous

5. Consequences:
− Adaptable and flexible workflows
− Human and machine augmentation
− Emphasis on innovation and creativity
Implications:
− Unified information access
− Connect insights to actions
− Measure outcomes over activities

6. Find
the correct
product
Connect
to the right
person
Resolve
a problem
Know
exactly what
to do next
Drive
relevant
conversations
Search is the universal interface
Ask
questions
naturally
Know who to
go to
See what you
asked for

7. 2020+
Connected
2010s
Apps
2000s
Portals
1990s
Intranets
Evolution of
Enterprise Search

8. …agile organizations
insist on full transparency of
information, so that every
team can quickly and easily
access the information
they need...
MCKINSEY, JANUARY 2018
Organizations possess
lots of data...siloed inside
disconnected applications, and
unavailable to employees at
their moments of need. ​
FORRESTER, JULY 2018
85% of employees
are not engaged or actively
disengaged at work.
GALLUP, 2017

9. Companies with
happier employees
enjoy 81% higher
customer satisfaction
and half the employee
turnover.
FORRESTER
“TRANSFORM THE EMPLOYEE EXPERIENCE TO
DRIVE BUSINESS PERFORMANCE”
FEBRUARY 2018

10. Search Appliance
Previous attempts have
failed.

11. It’s different this time because
− User behavior augments TFIDF
− GPUs / Cloud / cheap storage
− Production ready AI: SKG, NLP, ML, Vision

12. Facet,
Topic &
Cluster
Query Rule
Matching
Natural
Language
Machine
Learning
Boosted
Results
Signals
Content
Index
System Generated
Human Generated
Application Generated
Solution
Digital Workplace
Data

13. NLP: NER, Phrases, POS
Document Classification
Anomaly Detection
Clustering
Topic Detection
Connectors
ETL Pipelines
Search Engine &
Data Processing
SQL Engine
Rules Engine
Scheduling & Alerting
Query Pipelines
Query Intent Detector
Automatic Relevancy
Signals & Query Analytics
Recommenders
A/B Testing
Scalable Operations
Extensible
System Generated
Application Generated
Data
Modular Components
Stateless Architecture
User-focused Experience
Geospatial Mapping
Results Preview
Rapid Prototyping
Digital Workplace
Solution
CloudScalable CDCR Security
Human Generated

14. Digital
Workplace
• Brings consumer-like
experiences to the
workplace
• Personalizes insight
discovery
• Improves employee
engagement and
retention

15. Hyper-
Personalization
of Work
Increased
Value
Employee
Engagement
Analytics
Explore
Curate Integrate
DIGITAL WORKPLACE

16. The Exploration Challenge:
Connect users to insights
when they need them most

17. Explore information with:
• Superior user experience
• Real-time indexing
• Hyper-personal relevance
• Performance at scale

18. Explore

19. Explore
Accelerating agility with hyper-personalized exploration
FEATURE BENEFIT IMPACT
Modern distributed
architecture, built on
Apache Solr and Spark
Reliable performance
at scale in real-time
Deliver highly accurate, relevant results
from billions of documents and
thousands of queries per second (QPS)
Signal-driven relevancy Personalized results increase
productivity, reduce frustration
Tailor results in real time with user info
like role, dept, location and expertise
Fusion App Studio
Let developers quickly create apps in
minutes, using prebuilt templates
Rapid time to value
1
2
3

20. The Integration Challenge:
Securely ingest, access and
synchronize data in real-
time, and at massive scale

21. Integrate for:
•Comprehensive data access
•End-to-end security
•Classification & categorization

22. Integrate

23. Integrate
Eliminating data silos and making tribal wisdom less “tribal”
FEATURE BENEFIT IMPACT
Entity Extraction
Classify and categorize items
such as people, places, and
things from unstructured text
Improve search precision so people can do their
jobs better with less error
200+ connectors and an
advanced Connector SDK
Real-time access to billions of
documents in many storage
systems and file formats
Increase: access to precise information and
employee productivity. Decrease: frustration,
time to market, and time to value.
Integrated security
Reduce risk by complying with
company data security policies
and global regulations such as
GDPR
Securely administer access controls by
integrating AD, SSO, and Kerberos with support
for field, document, and user-level restrictions
1
2
3

24. The Curation Challenge:
Gracefully combining human
and machine intelligence to
deliver relevance

25. Curate the experience:
• Understand the way your
team accesses data
• Manually tune relevancy
• Personalize predictive
recommendations

26. Curate

27. FEATURE BENEFIT IMPACT
Self-learning, real-time
recommendation engine
Help users when they don’t
know what they are looking for
Increases employee productivity, decreases
frustration, ands speeds time to value for new
ideas and projects
Natural Language
Processing and rules-based
NLP suite
Determines user intent with ML
and returns relevant results,
without requiring users to spell
perfectly or learn complex
query operators.
Allows users to search like they speak,
augmenting individual and team intelligence
Content and signal-driven
relevancy
Personalizes results, improving
with each click as the system
learns from user activity
Connects people to insights, to content and to
each other--promoting collaboration, reducing
frustration and increasing innovation
Curate
Dramatically improve employee engagement and productivity
1
2
3

28. Real Life
Examples

29. Closing
 Search is more relevant now than ever
 It is key to achieving digital transformation
 It enables innovation as well as efficiency