A customer journey with AI by Xavier Vaccari, Softeam Group
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The document discusses Softeam's cognitive lab and capabilities with IBM Watson including conversational services. It notes that customer needs are changing with demands for 24/7 quick answers and customized experiences. Chatbots are seen as beneficial for industries like e-commerce, insurance, and healthcare by providing cost savings through 24/7 support, lower email analyzing costs, and higher customer satisfaction without needing to hire more employees.
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A customer journey with AI by Xavier Vaccari, Softeam Group
- 1. A CONVERSATIONAL JOURNEY WITH JAHIA & WATSON Xavier VACCARI – Partner xavier.vaccari@softeam.fr
- 2. Leader in Business Expertises Innovator in Technology Disruptions Reference in Technology Expertises 1 2 3 POSITIONING Jahia Days
- 4. Jahia Days A VALUE CENTRIC APPROACH POV MVP PROJECTINCEPTION SOFTEAM AI SKILLS AT SCALE CUSTOMERS INNOVATION & DELIVERY
- 5. AN AI JOURNEY WITH SOFTEAM Jahia Days DISCOVE R TRY LAUNC H BUILD RUN
- 6. Jahia Days SMEDevelopers Data Scientists 152030 NEW SKILLS WITH AI
- 8. RIGHT BRAIN AI/Cognitive oriented LEFT BRAIN Business rules oriented EYES Data capture HANDS Bots CENTRAL NERVOUS SYSTEM OrchestrationDIGITAL PROCESS AUTOMATION Jahia Days
- 9. IBM & SOFTEAM GROUP Jahia Days #1 in Analytics 400 certifications, leader in France #1 Watson Business Partner Biggest Watson population in France, IBM labs connections, shared roadmap 100% coverage of DPA skills Skills in RPA, OCR, AI/Datascience, Cognitive, Cloud, data preparation, BI Assets RPA Analytics, email analyzer, chatbot, voicebot New Belux partnership Innovation Lab offering deployed in Luxembourg & Belgium
- 11. CUSTOMER NEEDS ARE CHANGING • 24/7 • QUICK ANSWERS • CUSTOMIZED USER EXPERIENCE • NEW SERVICES • QUALITY Jahia Days
- 12. Jahia Days MAJORITY OF THE BUSINESSES HEARD ABOUT CHATBOTS FOR THE FIRST TIME BETWEEN 2015 AND 2016. CUSTOMER NEEDS ARE CHANGING
- 13. TOP 3 INDUSTRIES WHICH WILL REAP THE MAXIMUM BENEFITS FROM CHATBOTS E-COMMERCE INSURANCE HEALTHCARE Source: Chatbot Survey 2017 A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL'
- 14. 30 % 60 % 90 % 0 % INDUSTRIES THAT WILL BENEFIT THE MOST FROM CHATBOTS Source: Chatbot Survey 2017 A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL'
- 15. 10 0 % 75% 50 % 25% 0 % BUSINESS FUNCTIONS WHICH WILL BENEFIT THE MOST FROM CHATBOTS Customer service function will benefit the most from Chatbots followed by Sales/Marketing and Order Processing. Source: Chatbot Survey 2017 A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL'
- 16. RESULTS SAVINGS • 24/7 CUSTOMER SUPPORT • EMAIL ANALYZING COSTS DIVIDED BY 10 • MORE TARGETS FOR DIGITAL LABOR • +0 FTE RECRUITED • HIGHER CUSTOMER SATISFACTION 'escent - Executive dinner 16 85% 15% 1 M€ / year
- 17. Commerce IOREACT Watson DX >> module SAP Hybris
Notas do Editor
- SOFTEAM Group is about 1300 people specialized in Finance and Digital. Escent, consultancy firm specialized in Finance, localized in Luxembourg and Belgium joined the SOFTEAM Group. The lab is a unique approach in Financial Services to deliver business automation that s mixing AI, robotics and some other topings
- RPA can be enhanced with other automation capabilities in order to provide even more value to our customers. It is this combination which we refer to as Digital Labor In the graphic: The hands represent the software robots which mimic repetitive application task interactions. This is the core capability of Digital Labor. The eyes represent data capture. We enhance Digital Labor by automating understanding of unstructured data documents like invoices, claims. This enables RPA to process the data. The left brain performs tasks that have to do with logic. Here it represents rules based decisions. We enhance Digital Labor by enabling more complex repetitive activities to be automated. The right brain is said to be more intuitive, thoughtful and subjective. We enhance Digital Labor by understanding unstructured voice, images and textual data automatically. Using these cognitive capabilities to transform unstructured data into information enables RPA to cover more scenarios. Just as the central nervous system controls the activities of the body, here it represents coordination and orchestration. We enhance Digital labor by cordinating the hands, eyes and both aspects of the brain together to maximize the ability of what Digital Labor can achieve. To summarize, we are using the term Digital Labor to describe the outcome of extending RPA with these other key pieces of automation. We are able to extend humans with Digital Labor in order help our customers scale their businesses.