The goal of most digital transformations is to create competitive advantage by enhancing customer experience and employee success, so giving these stakeholders the ability to find the right information at their moment of need is paramount. Employees and customers increasingly expect an intuitive, interactive experience where they can simply type or speak their questions or keywords into a search box, their intent will be understood, and the best answers and content are then immediately presented. Providing this compelling experience, however, requires a deep understanding of your content, your unique business domain, and the collective and personalized needs of each of your users. Modern artificial intelligence (AI) approaches are able to continuously learn from both your content and the ongoing stream of user interactions with your applications, and to automatically reflect back that learned intelligence in order to instantly and scalably deliver contextually-relevant answers to employees and customers. In this talk, we'll discuss how AI is currently being deployed across the Fortune 1000 to accomplish these goals, both in the digital workplace (helping employees more efficiently get answers and make decisions) and in digital commerce (understanding customer intent and connecting them with the best information and products). We'll separate fact from fiction as we break down the hype around AI and show how it is being practically implemented today to power many real-world digital transformations for the next generation of employees and customers.

1. Trey Grainger
Chief Algorithms Officer
Reflected Intelligence: Real-world AI
in Digital Transformation
October 17, 2019

2. Who are we?
300+ CUSTOMERS ACROSS THE
FORTUNE 1000
400+EMPLOYEES
OFFICES IN
San Francisco, CA (HQ)
Raleigh-Durham, NC
Cambridge, UK
Bangalore, India
Hong Kong
The Search & AI Conference
COMPANY BEHIND
D E V E L O P M E N T,
H O S T I N G ,
& S U P P O R T

3. Trey Grainger
Chief Algorithms Officer

4. Digital
Transformation
Artificial
Intelligence
Reflected
Intelligence

5. Artificial
Intelligence
Reflected
Intelligence
Digital
Transformation

6. 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
transformation is the
process of exploiting
digital technologies and
supporting capabilities
to create a robust new
digital business model.
-- Gartner

8. Median Wage
( Q1 2019):
$47,060
Source: US Bureau of
Labor and Statistics
Pay Required
to Stop Using
Search Engines:
$17,530
That’s a
37%
foregone
wage increase
before taxes!

9. Find
the right
product
Connect
to the best
person
Resolve
a problem
Know
exactly what
to do next
Drive
relevant
conversations
Ask questions
naturally Find
Experts
See what you
asked for
The universal user interface

10. Search has become today’s de-facto user interface
for delivering Digital Transformation
for
seeking knowledge & information

11. 20 Years Ago:
Search was navigating a
Directory of websites.

12. 10 Years Ago Search was
finding 10 Blue Links

13. Search Appliance
Enterprise attempts from
those eras have failed.

14. Today’s Search Is:
•Domain-aware
•Assistive
•Contextual & Personalized (location, last search, profile)
•Conversational
•Multi-modal (Text, Voice, Images, Event/Pushed-based)
•Smart (AI-powered)
•Beyond links and information to
Answers and Action

15. The world’s leading
AI-powered Search Platform
Personalizes search
with applied
machine learning
Proven on the
world’s biggest
information systems

16. What is
?

17. AI?
Machine Learning?
Data Science?
Neural Search?
AI-Powered Search?
Deep Learning?

19. Digital
Transformation
Reflected
Intelligence
Artificial
Intelligence
Digital
Transformation
Reflected
Intelligence

21. AI-powered Search

22. AI-powered Search
Question / Answer
Systems
Virtual Assistants
• Question / Answer Systems
• Virtual Assistants
• Chatbots
• Rules-based Relevancy
• etc.

23. AI-powered Search
Question / Answer
Systems
Virtual Assistants
• Question / Answer Systems
• Virtual Assistants
• Chatbots
• Rules-based Relevancy
• etc.
• Signals Boosting Models
• Learning to Rank
• Semantic Search
• Collaborative Filtering
• Personalized Search
• Content Clustering
• NLP / Entity Resolution
• Semantic Knowledge Graphs
• Document Classification
• etc.

24. AI-powered Search
Question / Answer
Systems
Virtual Assistants
• Signals Boosting Models
• Learning to Rank
• Semantic Search
• Collaborative Filtering
• Personalized Search
• Content Clustering
• NLP / Entity Resolution
• Semantic Knowledge Graphs
• Document Classification
• etc.
• Neural Search
• Word Embeddings
• Vector Search
• Natural Language Understanding
• Image / Voice Search
• etc.
• Question / Answer Systems
• Virtual Assistants
• Chatbots
• Rules-based Relevancy
• etc.

25. People to
People
People to
Information
People to
Insights
Search + AI =

26. Giant Graph of Relationships...
Trey Grainger works for Lucidworks.
He spoke at the Activate 2019
conference.
#Activate19
(Activate) was held in Washington, DC
September 9-12, 2019.
Trey got his masters degree from
Georgia Tech.
Trey’s Voicemail

27. Digital
Transformation
Artificial
Intelligence
Reflected
Intelligence
Artificial
Intelligence
Digital
Transformation

28. Significance of Feedback Loops
User
Searches
User
Sees
Results
User
takes an
action
Users’ actions
inform system
improvements

29. Signal Collection & Processing
User
Searches
User
Sees
Results
User
takes an
action
Users’ actions
inform system
improvements
User Query Results
Alonzo ipad doc10,
doc22,
doc12, …
Elena printer doc84,
doc2,
doc17, …
Ming ipad doc10,
doc22,
doc12, …
… … …
User Action Document
Alonzo click doc22
Elena click doc17
Ming click doc12
Alonzo purchase doc22
Ming click doc22
Ming purchase doc22
Elena click doc2
… … …
ipad ⌕
Signal Processing
& Machine Learning
Learned Relevance Models

30. ipad

32. ipad

35. • 200%+ increase in
click-through rates
• 91% lower TCO
• 50,000 fewer support
tickets
• Increased customer
satisfaction

36. Digital Workplace
(“Enterprise Search”)
Digital Commerce
(“Ecommerce Search”)

37. Digital Commerce

44. Personalization

46. Regular Search Results:
Personalized Search Results:
User:

47. workplace.lucidworks.com/#/summary
Digital Workplace

48. workplace.lucidworks.com/#/summary

49. workplace.lucidworks.com/#/summary

50. workplace.lucidworks.com/#/summary

52. workplace.lucidworks.com/#/search?q=gartner

53. workplace.lucidworks.com/#/people/Alea%20Abed

54. workplace.lucidworks.com/#/department/marketing

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

57. Trey Grainger
Thank You!
trey@lucidworks.com
@treygrainger
Swing by to chat, see demos, or to learn more.