Intelligent Decision Dimensions for Banking in English and Azerbaijani

SAP Partner: Skybuffer
SAP Add-on:IntelligentDecisionDimensions (official SAP certified add-onname from Skybuffer)
Package: ConversationalActions (developed ontop of SAP Conversational AI), Hybrid Chats (developed on SAP Solution Manager ITSM),
Action Cards
Version:3.2
Intelligent Decision Dimensions
Holistic Cognitive Automation of Your Corporate Environment

Existing Chatbot Solutions
Why are they NOT cognitive automation?
Developing chatbot from scratch having only framework. It is far more beneficial to take advantage of
predefined content, ready-to-use connectors, open-source community-driven holistic system to cognitively
automate business processes
Chatbot only puts requests in queue and leaves
customers to wait for an operator
It is impossible to track and analyze customers’
requests, interests and channels used
Low ratio of leads generation with contact centers.
Most coming requests can be converted into leads, but
they are not
Employee cannot really execute actions, so they
are executed on behalf of some technical user
It is not possible to talk to corporate landscape
just as employees talk to coworkers
Chatbot does not solve problems. Majority of 1st
line support cases can and must be automated, but it
is not the case
As a rule, communication with a chatbot is not as smooth as it should be
!

What Skybuffer Offers?
Out-of-the-box
AI content
Offer
1
Responsible
Company
Contract
Seamless
operator step-in
Analysis and
reporting
Public, private or hybrid
cloud infrastructure
Digital core
integration
SAP technology
platform
Employees’Support
and Productivity
Employees’ support automation
Productivity increase
Customer Support
and Lead Generation
Customer support
Targeted marketing
Leads generation

What Ensures Fast Profit and ROI?
Intelligent Decision Dimensions (IDD)
Flexible architecture for public, private or hybrid cloud
Recognized AI methodology
Community-driven turnkey content
Seamless human expertise involvement
Certified integration components
Prebuilt business intelligence warehouse and reporting
Enterprise-level platform
Employees efficiency in weeks
Automation level in first months
Languages supported
100+
80%
+25%
Leads generation
×2

Digital Assistant
EFFICIENT SELF-SERVICES for your
customers, partners and employees
together with hybrid mode of joint work of
digital assistant and contact center
TURNKEY SOLUTION allows connecting to
SAP digital core and launching within
days
100% FIXED PRICE of the solution
comprising customization and integration
into your IT landscape having systems of
various vendors

Operator’s Automated Hybrid Workplace
Omnichannel contact center with
AUTOMATIC
CATEGORIZATION of all
requests, their on-premise
logging and conducting
dialogues in real-time mode with
DIGITAL ASSISTANT AND ON-
DEMAND HUMAN
OPERATOR STEP IN, when
necessary and/or appropriate.
Monitoring of all dialogues with
AI, conversations immediate
automatic categorization allowing MANAGING OPERATORS AUTHORIZATION
for the conversation topics, saving history of conversations ON PREMISE.

Analytics and Reporting of Any Complexity Level
Analytics and
reporting of ANY
COMPLEXITY
LEVEL to develop
and refine the
cognitive automation
model.
Created on basis of
BI model,
embedded into SAP Solution Manager system of logging and processing users’
requests in real-time mode. 100% automated and transparent reporting contributes
to EVERY-DAY FINDING THE WAYS to increase the cognitive automation level
and BOOST COMPETITIVE ADVANTAGES of rendering services to B2C и B2B
clients.

Digital Core-Embedded AI Content Out-of-the-Box
Lines of Business
Supply Chain Management
Order-to-Cash
Enterprise Assets Management
Finance and Controlling
Human Capital Management
User Management
Customer Support
Corporate Portfolio and Projects
procurement processes in chats with
media and codes scanning support
all kinds of HR processes without
having to log into the system
track projects’ dates, costs and
report statuses directly in MS Teams
process assets, work orders,
notifications and measurements
get access to financial and
controlling data from anywhere
trouble-free instant access to data
for authorized users
empower sales team with cognitive
tools to close deals faster
ideal balance of AI and human
intelligence for high-quality support

Industry Solutions
Retail
Pharmaceuticals
Healthcare
Banking
Taking orders, navigating round the range of products,
consulting and making offers
Taking symptoms, registering patients, tracking illnesses,
sending push notifications
Navigating and consulting round the range pf products by
criteria, FAQ questions
Providing authorized users with instant access to system
data, navigation, consultation, marketing skills

Communication Channels
including voice messages,
date picker, images,
contextual menu, etc.
automatic message format
adjustment to support “no
buttons” mode
full support of most raising
messenger
power of most popular
social network to serve your
clients and generate leads
support your team and
clients in IRC-style
messenger
employees can chat to any
system in IT landscape to
increase productivity
support your clients from
Skype to unlock additional
service potential
Alexa, Google Assistant,
SIP, P2P calls, including
IVR
any messenger or social
network platform that you’d
like us to integrate into

Competitive Landscape
Public Cloud + + + +
Private Cloud - - - +
Hybrid Deployment - - - +
Open-Source AI Content - - - +
Intelligent Enterprise
Connectors
- - - SAP
Data Collection and
Categorization
- + + +
Data Analysis and
Reporting
+/- + + +

Banking Scenarios Covered
Skills Overview in Banking Packages
Skybuffer's Central Online Public Library is available at:
https://www.skybuffer.com/intelligent-decision-dimensions/intelligent-
assistant/banking-ai-content/

14
Operations with Cards
• Order new card
• Register application for card reissuing in
case of expiry, loss or becoming invalid
• Balance check
• PIN change
• Block card in case of loss, theft or fraud
• Unblock card in case of incorrect PIN
entered more than 3 times
• Overdraft request
• Activation of card payments abroad and/or
in the Internet
• Change of card daily limits
• Request to prolong/cancel/change
withdrawal limits
Operations with Payments
• Payment's history
• Transfer money to another account
• Save payment as favorite
• Transfer between personal accounts
• Payments via ERIP (Single Settlement and
Information Space)
• Paying out loan/credit/overdraft/installments
• Customer credit terms (amounts and terms
to be observed, debt amount, next payment,
deadline, etc)
• Deposit replenishment
• Choose payment method (own funds,
overdraft, etc)
• Penalties for late payment
Banking AI Skills – I

15
Banking AI Skills – II
Actions in Virtual Cabinet Navigating Skills
• Activating SMS notifications
• Internet banking connection
• Mobile banking connection
• Activating Internet payments
• Enabling 3D secure
• Login and/or password recovery
• Changing contact details in virtual cabinet
• Show statement of account
• Show IBAN or any other account details
• ATM and bank office search (by currency
type, nearest to the current location, etc)
• Find open bank office (for example, at night)
• Request necessary currency and amount in
a particular bank office
• Request information on commissions at
ATMs of other banks
• Find out best exchange rates available
• Find partnering organizations (by type, by
location, by goods offered, by name, etc)

16
Banking AI Skills – III
Consulting Skills SkillsCustomization
• Tell about cashback (general, details,
where to get the highest, etc)
• Overdraft (what is it, how to get it, how
to pay it, what are the tariffs, fees,
penalties, etc)
• Credit (types, conditions of using, how
to apply, how to pay out, etc)
• Payment in installment (terms and
conditions, benefits, etc)
• Grace period (what is it, advantages,
conditions, etc)
• Deposit types and terms
• Card types, terms, advantages
• Personal computing manager
• QR code payments
• Within the framework of the IDD solution
subscription plans, Skybuffer develops new
skills by request, provides support in
installation and in productive usage.
Integration into Bank Digital Core
• Skybuffer provides support and/or
integration (if requested) into central digital
core of a particular bank

Demo 1
Operations with Cards: Balance Check, New Card Order, Money transfers
between Accounts
Facilitated Data Input: Passport Scan
Feedback and Survey
Consulting in Telegram: Detailed Explanation of Notions and Making Offers

Operations with cards:
Balance Check. Telegram, voiced input of data
When starting a chat
in the Telegram
channel, the chatbot
suggests sharing
your contact details

Operations with cards:
Showing the dialogue in the Hybrid Chats application
User is detected by
their phone number
and history of
previous
conversations is
shown (if any), or a
Business Partner ID
is created (if new).

Order new card (web, Azerbaijani)

Money transfer between accounts (web, Azerbaijani)

Capture lead
Intelligent interface of passport data input

25
Consulting in Telegram
Info on general benefits of the banking product and offer to get it
immediately. Detailed answer to a particular question

Demo 2
Consulting
Navigating on Website

Credits
Info about all loan types for individuals and legal bodies, consulting on
specific credit products

Credits
Specific credit products. How to apply for credit. Repayment methods

Consultation on major banking products (by name)

Find bank objects closest to you
ATMs, Bank Offices, Currency Exchange Bureaus

Business Financing
Trade financing, credits for SME, leasing

WhatsApp Communication Channel
Execute business scenarios directly in WhatsApp both texting or voice-
talking to the digital assistant

39
Skybuffer provides WhatsApp
Docker connector for Twilio
platform (one of the leading
WhatsApp API providers).
Docker solution works as a plug
and play connector between
WhatsApp APIs and SAP
Conversational AI.
No customer development is
required, this functionality is
supported as a part of the
product.
Twilio WhatsApp API Provider
Skybuffer WhatsApp Bot Connector – Plug-and-Play Docker Solution

40
Skybuffer WhatsApp bot
connector is a universal solution
that is packed as a docker.
Once you’ve enabled WhatsApp
bot connector docker in your
company’s demilitarized network,
all it takes is to define
environment variables to get it
connected to a particular bot.
Skybuffer WhatsApp Bot Connector
All You Need is to Define Environment Variable

41
User Management AI Content
SAP Role Request (Mobile WhatsApp)

42
Skybuffer WhatsApp bot
connector has an embedded
functionality to call Google
Speech-to-Text APIs.
This feature allows your users to
send voice messages to your
digital assistant in WhatsApp
channel.
Google Speech-to-Text language
detection is used to distinguish
user’s voice message language
from the set of 4 defined
languages.
Skybuffer WhatsApp Bot Connector
Google Speech-to-Text API is Embedded for Voice Conversations

Advantage of Customizing according to
Customers' Needs
Basic skills package significantly reduces customizing development time.
Out-of-the-box solution speaks the user's language without any additional
training.

44
Skybuffer SAP Conversational AI Content
Package is fully presented on our website of
https://www.skybuffer.com/
400+ skillsets in dozens of SAP lines of
business available in any language - try our
easy and effective search for the skills your
Intelligent Enterprise needs and get your
own Intelligent Experience at Skybuffer's
weekly-refreshed Innovative Technologies
Demo Portal.
Business Set of Skills

45
The major part of Skybuffer's Intelligent
Decision Dimensions solution is a foundation
set of skills developed on SAP Conversational
AI platform.
Currently this package consists of 70+ groups
of GET and GET LIST skills that are used
across all business scenarios for banking and
general ERP AI Content provided by
Skybuffer.
Foundation set of skills is also good to be
used to facilitate and speed up custom AI
content development process and at the same
time to reduce the risk of getting overlapping
situations in the business skills.
Foundation Set of Skills

46
• Flexible adaptation of
logic via extension or
redefinition
• Multi-channel support
of extension by
individual enablement
in each channel
• Controlled upgrade of
standard delivered
package with no
impact on Customer
development
SAP Conversational AI Platform Extension via SAP Fiori Applications from
Skybuffer

47
Provided by Skybuffersynchronous AI-rich conversational experience forSAP On-
Premise systems allows not only chatting to SAP systems via the intelligent assistant
but also TALK to SAP like humans do.
Skybufferdevelopedan integration interface betweenSAP ConversationalAI platform
and Google Assistantor AmazonAlexa. This interface has an enhanced number of
features that cannot be found in standard SAP CAI integration with Google Assistantor
AmazonAlexa and without which it is impossible to imagine any natural way of voice-
enabled communication:
• The business user is not limited to 8 secondsto provide a reply in Alexa channel. SkybufferAlexa integration interface allows
you to set any number of seconds(up to 98) forAlexa to wait forthe user's input.
• In case the business user is interrupted for whatever reason, it is possible to return to the same conversationand get exactly the
same reply from Google Assistant/ Alexa that had beengiven by him/her before the user dropped the conversation.This
conversation-keeping time can be configured via SkybufferFiori apps set forConversational Interface maintenance and vary
from 0 to 600 seconds.
• It is also made possible to tune the channel to keep the conversation for the Echo Dot account number, making it available for
all the devices that the business user has access to via Google Assistantor Alexa app.
Voice-Enabled Intelligent Assistant

48
Skybuffer Innovative Technologies Demo Portal
Try some generic business scenarios with a real time connection to SAP On Premise system from our Innovative
Technologies Portal (simply request SAP user ID creation via Conversational Actions application and continue
chatting to SAP digital core)
Skybuffer Innovative Technologies Demo Portal (Web Link)

Integration into Communication Channels
and Customer Support Channels
Speak to the intelligent assistant in any channel, with a chance to be
seamlessly put through to the contact center operator

50
Your customers and business partners are
bound to highly appreciate the integration and
navigation skills of an intelligent assistant placed
on your corporate website.
SAP Conversational AI platform makes such an
integration possible in just a couple of minutes
by using the web chat technology, which is an
integral part of SAP commodity.
Data transfer in this channel fully complies with
all corporate security requirements.
Connect to Any Internet Resource in One Click

51
SAP Conversational AI platform allows one-click
integration into numerous commonly used
messaging applications. These include:
• Telegram
• WhatsApp
• Microsoft Teams
• Facebook Messenger
• Skype for Business
• Skype
• Google assistant
and many more
Connect to Any Third-Party Messaging Application

Intelligent Interactive Hybrid Chats
(based on SAP Solution Manager)
Operator’s Automated Hybrid Workplace
Automatic Categorization and On-Premise Logging of All Conversations
Operator’s On-Demand Stepping In and Out of Any Dialogue
Targeted Marketing and Sales

53
Major values of the
intelligent Hybrid Chats
solution developedby
Skybuffer:
• Omnichannel access
• Hybrid chats (AI-
operator-AI),reducing
operator’s involvement
(dialogue spying and
steering when
necessary)
• Regular logging of
chats in SAP Solution
Manager in the
selectedlanguage
(possibilityof further
data analysis in SAP
Qualtrics)
• Informationgathering
for additional training
of NLP model
Operator's Interactive Workplace
Conversational Dashboard

54
Conversational Dashboard and MPT
MPT – maximum
processing time of the
dialogue by AI
assistant.
The colored icon in
the top right-hand
corner indicates the
MPT percentage of
the user's request:
- valid MPT
- attention needed
- MPT exceeded

55
Operator joins the conversation with low confidence of AI reply
Contact Center configuration
allows defining a certain
number of secondswithin
which the operatorcan join
low-confidence
conversations and cancel the
virtual assistant's reply.
The action is logged inthe
conversation history.
Operatoris automatically
assigned to this dialogue as
its processorand has 2
options:
• Reply directly to the user
• Send messageto the
digital assistant to trigger
the necessarypredefined
scenario

56
Operator cancels the fallback phrase of AI assistant
In the dialogues with
low confidence of the
scenario recognition,
the operator can route
them in the right way
by canceling the
fallback phrase of the
AI Assistant.

57
Operator adjusts the dialogue
The operator cancels
the fallback message of
the AI assistant, pauses
the bot and messages
directly to the user to
clarify the situation, “Mr.
Malkovich, do you want
to know your card
balance?” Getting the
affirmative answer, the
operator gets the AI
back to the
conversation and sends
the trigger phrase of
"Card balance".

58
Operator activates cognitive automation scenario

59
Users’ requests automatic categorization (up to 10 levels)
All the users’ messages get
automatically categorized
(except general skills, such as
"greeting", etc.) Categorization
is a standard SAP functionality
and, accordingly, the categories’
reporting is available out-of-the-
box with an ability to build
customized reports and
dashboards. Additionally,
categorization can be used to
control authorization and routing
the users’ messages to
particular operators. For
example, operators assigned to
handle card products requests,
will see only those chats which
were routed into this category,
either automatically, or manually
by the supervisor

60
Recalculation of MPT based on request priority
The operator can
change the priority of
the user’s request, for
example, to 4 - "Low“.
This will automatically
recalculate and
increase the time value
for MPT.

61
MPT status is available from the operator’s workplace
The operator can observe the
MPT percentage on the
requests processing
dashboard.
It is possible to configure in
which case to display the
percentage of MPT on the
tiles.
For example, in cases of
approaching the maximum
time acceptable, or beyond
the MPT.
It is also possible to combine
controlling the MPT displayed
on tiles, for example, to
display all requests, or display
warnings where percentage is
exceeded.

62
Example of Targeted Marketing in Retail
Operator connects to make an offer

63
Operator triggers scenario of selling cell phone on credit
The operator can step
into the dialogue even
when it is "green" to
trigger some marketing
scenario when
appropriate and make a
user an offer they can't
refuse. In this case, the
operator joins the chat
and writes a message to
the AI Assistant in the
"Message to AI" area.
The text is sent directly to
the AI and it triggers the
skill of selling a cell
phone on credit with one
of the company's
partnering organizations.

64
Only marketing message is displayed to user

65
Operator returns to take up the conversation again (optional)

66
Operator leaves note in the history of conversation (optional)
Internal Notes can be used for
various purposes, for example:
• To analyze marketing
proposals made by a
particular operator in order
to sell the product, so that
the operator could get
remuneration commission
• To analyze messages
concerning the AI skills
correct triggering and
processing or calls for their
additional training
• Requests for additional skills
creation

67
Operator can close the ticket and remove it from the board
User widget permits continuation of the dialogue
The Operator can close the ticket
which results in setting the
status: “Proposed solution” and
moving the conversation into
history.
The dialogue remains open for
the user who can continue their
communication. That is exactly
why the hybrid chats use dual
numbering of the dialogues:
• Conversation ID
• Log ID
This allows dividing the user's
conversations into several
logically completed requests and
being able to view the entire
conversation.

68
Hybrid Chats
My Teams Fiori Application
My Teams application allows us
to view groups of operators
according to their SAP
authorization to access this or
that particular information.
“My Teams” allow seeing the
status of the operator, the
contact details, data on
organizational structure.
Additionally, the functionality of
My Teams can be enriched with
the history of latest dialogues
processed by the operator.

Analytics and Reporting
Out-of-the-box reporting based on SAP standard BW model of Hybrid Chats
Possibility to run in MS Excel (reports connected) or from SAP Analytics
Cloud

70
Reporting
Requests Distribution by Communication Channels

71
Reporting
Automation Level Analysis

72
Reporting
Users Requests Analyzed by Subcategories

Architecture
The solution is installable into SAP On Premise system as an add-on and is
plugged into SAP Cloud Foundry via SAP Cloud Connector using OData
protocol

SAP Cloud Platform
Cloud Landscape
Client’s DataCenter
Hybrid Chats Cloud
Client’s
Digital Core
INTERNET
Communication
Channels
End User
Chats
Voice Device
Admin
Validation
via E-Mail
Client’sFirewall
WebSocket
FES Launchpad
Hybrid Chats UI
Speech
API
Translation
API
Vision
API
Conversational AI
Empowered by Content
Node.js Client
Connector
Client’s IT Systems
(SAP, non-SAP,
Cloud Solutions)
SAP BOBJ
Hybrid Chat
Reporting
Validation
via SMS
Securedconnection
Google
Cloud
Webhook
Base URL
Document
Management
Operators
SAP® ITSM
Hybrid Chats Add-On
SAP® FES
Hybrid Chats and
Live Pool Add-On
API
RFC
HTTPS/443
HTTPS/443
Securedconnection

Cloud + DMZ Landscape
SAP Cloud Platform
Hybrid Chats Cloud
Client’s
Digital Core
INTERNET
Communication
Channels
End User
Chats
Voice Device
Admin
Validation
via E-Mail
Client’sFirewall
WebSocket
FES Launchpad
Hybrid Chats UI
Speech
API
Translation
API
Vision
API
Conversational AI
Node.js Client
Connector
(SAP, non-SAP,
Cloud Solutions)
SAP BOBJ
Hybrid Chat
Reporting
Validation
via SMS
Google
Cloud
Webhook
Base URL
Document
Management
Operators
SAP® ITSM
Hybrid Chats Add-On
SAP® FES
Hybrid Chats and
Live Pool Add-On
RFC
HTTPS/443
DMZ
Secured
connection
API

SAP Cloud Platform
Hybrid Chats Private Cloud
Client’s
Digital Core
INTERNET
Communication
Channels
End User
Chats
Voice Device
Admin
Validation
via E-Mail
Client’sFirewall
FES Launchpad
Hybrid Chats UI
Speech
API
Translation
API
Vision
API
Conversational AI
Node.js Client
Connector
(SAP, non-SAP,
Cloud Solutions)
SAP BOBJ
Hybrid Chat
Reporting
Validation
via SMS
Google
Cloud
Webhook
Base URL
Document
Management
Operators
SAP® ITSM
Hybrid Chats Add-On
SAP® FES
Hybrid Chats and
Live Pool Add-On
RFC
HTTPS/443
DMZ
Secured
connection
API
WebSocket
Private Cloud Landscape

Pricing and Packaging
Tariffs in conformity with SAP QPPS

Pricing Options (USD)
• Hosted by Skybuffer Cloud-Powered SAP Software Family
(Solution Manager, BI Platform, Front-End Fiori Services)
• Preconfigured business scenarios automatic categorization
• Custom business scenarios categorization
• Omnichannel integration
• Integration with your ITSM system (Zendesk, ServiceNow,
SAP Solution Manager, any other of your choice)
• Support of 100+ languages without additional NLP training
• Open-sourced SAP ConversationalAI content from SAP
Community led by Skybuffer experts
HYBRID CHATS
245 $ / operator / month

Conversational AI
AI Foundation Kit (SDK)
Skills development for the
intelligent assistant that has
up to 15 business scenarios
Integration into unlimited
number of SAP systems*
ConversationalAI
AI Foundation Kit (SDK)
up to 30 business scenarios
number of SAP systems*
ConversationalAI
AI Foundation Kit (SDK))
unlimited number of
business scenarios
number of systems**
11,400 $ / month
OVER AND ABOVE
TELL ME MORE
6,500 $/ month
EASY CHATS
3,200 $ / month
* if SAP systems are used as backend, ** if systems of other vendors are used as backend
Service Packages Details (Optional, On-Demand Ordering)

80
NORWAY
Laberghagen 23
NO-4020, Stavanger
NORWAY
Phone: +47 90069983
New Level of Cognitive Automation in Your Corporate Landscape
POLAND
WPT – budynek Gamma
ul. Muchoborska 18
Wroclaw,
POLAND, PL-54-424
Phone: +48 534652207
INDIA
6th Floor, 2A,
Ecospace Business Park,
Action Area II, Newtown,
Kolkata, West Bengal
INDIA, 700156
Phone: +91 3340670040
Mobile: +91 9819730354
BELARUS
prosp. Dzerzhinskogo 104B,
office 601b
BY-220116, Minsk
BELARUS
Phone: +375 29 3702904
+375 29 8698677
USA
200 Union Blvd,
Denver, CO 80228
UNITED STATES OF
AMERICA
Phone: +1 480 3833884

Intelligent Decision Dimensions for Banking in English and Azerbaijani

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