Kognitiv affärsverksamhet

Transkript

1 Kognitiv affärsverksamhet Digitala hjälpredor som förstår vanligt språk och lär sig själva Mikael Haglund CTO, IBM Sweden about.me/mikaelhaglund 2016 International Business Machines Corporation

2 Connie Kognitiv Robot Data Affärsnära och kundnära IT Moln Internet of Things 3D-printade (reserv)delar

3 Where code goes, data flows, and cognition will follow. 44 zettabytes unstructured data You are here structured data Do not distribute

4 Kognitiva system förstår världen genom att känna och interagera. De förstår naturligt språk och annat ostrukturerat data som bilder och ljud. De resonerar sig fram, och de är lärande system. Låt oss äta, morfar. Låt oss äta morfar. Programmerbara system If the_thing ( Har fyra ben and klor and Mjauar and äter möss ) then the_thing is a Katt endif Kognitiva system Läs Wikipedia, Encyclopedia Britannica. Kolla på bilder Läs berättelser och sociala media. Sammanställ själv: Vad är karaktäristika för Katt? Förstå relation till närliggande begrepp som Katt med nio svansar

5 Människor är duktiga på: Sunt förnuft Moral Fantasi Medlidande Abstrakt tänkande Dilemman Drömmar Generalisering Kognitiva system är duktiga på: Hitta kunskap Mönsterigenkänning Naturligt språk Maskininlärning Eliminera bias Obegränsad kapacitet

6 Watson

7 IBMWatson Examples of use Watson Industry Solutions Watson Products Watson Health Watson for Education Watson for Cyber Security Watson IoT Watson & SAP Research Creativity

8 IBMWatson Examples of use Watson Health Life Sciences Oncology Genomics Social Programs Population Health

9 IBM Watson for Oncology Trained by Memorial Sloan Kettering Miljoner vetenskapliga artiklar DNA-data om patient DNA-data om tumör Behandlingsalternativ 2016 International Business Machines Corporation

10 IBMWatson Examples of use Watson Industry Solutions Watson Virtual Agent for Insurance Watson Virtual Agent for Telco Watson Internet of Things IoT Platform Predictive Maintenance

11 IBMWatson Examples of use Watson Products Watson Developer Cloud Watson Explorer Watson Analytics Watson Engagement Advisor

12 Watson APIs on bluemix.net

13 Your Personality* You are skeptical, shrewd and excitable. You are self-conscious: you are sensitive about what others might be thinking about you. You are independent: you have a strong desire to have time to yourself. And you are unconcerned with art: you are less concerned with artistic or creative activities than most people who participated in our surveys. Your choices are driven by a desire for efficiency. You are relatively unconcerned with both tradition and achieving success. You care more about making your own path than following what others have done. And you make decisions with little regard for how they show off your talents. *Compared to most people who participated in our surveys. **There were 548 words in the input. We need a minimum of 3,500, preferably 6,000 or more, to compute statistically significant estimates.

14 Natural language analysis of Bowie personas Do not distribute

15 Watson at work in the world.

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17 donotpay.co.uk

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19 Watson for Engagement

20 Kunderna byter från gamla till nya kanaler FÖRR NU Kund Kund Example of messaging platforms

21 Konsumenternas förväntningar ändras Sömlös och friktionsfri upplevelse Märkeslojalitet minskar Förväntar sig omnikanalbemötande Sociala media ger den enskilda rösten makt

22 Nya sätt att engagera kunden driver nya behov Omni-kanalupplevelsen Hur ger vi våra kunder den engagerande upplevelsen de vill ha, där och då de vill ha den? Lättintegrerad Vi behöver en lösning som lätt kan integreras med våra befintliga system Prediktiv Analys Hur kan vi leverera rätt erbjudande till våra kunder vid rätt tillfälle? Enkelt att använda Systemet måste vara enkelt att lära sig, bygga med och att underhålla. Redo för företag/organisationer Vi behöver en lösning som stödjer företagets/organisationens krav. Snabbhet Vi behöver snabbt nå marknaden, så jag vi besegra våra konkurrenter Ägarskap över datat Vårt kunddata är vår fördel. Hur kan vi vara säkra på att inte andra kan dra nytta av det? Resursutnyttjande Vi behöver kostnadseffektiva sätt att bättre utnyttja våra resurser.

23 A New Era Watson Conversational Solutions

24 Conversational Agents - användingsområden Kundtjänst Mobil-appar Meddelande kanaler Internet-of- Things Robotar 24

25 Watson as the Center of Customer Engagement Flexible, cost-effective solutions for building chat bots and virtual agents Build from the ground up or buy pre-built capabilities Build once, deploy across multiple platforms Create natural language interactions with your end-users, including Q&A and onboarding Detect emotional states* and responds in appropriate ways Create an omni-channel experience for better user engagement Walk customers through business processes like application forms or resetting a password Advanced Machine Learning capabilities *Leveraging Watson Tone Analyzer 25

26 A New Partnership With Watson Watson Conversation Service Watson Virtual Agent 26

27 Watson Conversation Service 27

28 Question Distribution Watson Conversation 28 Frequency of Questions Turn on my headlights. Short Tail My exhaust is making a rattling sound, how do I troubleshoot the problem? Long Tail 100s 100,000+ Unique Intents Here Watson uses reasoning strategies that focus on the language and context of the question. Watson Discovery Service Here Watson uses reasoning strategies that focus on identifying the most appropriate answer.

29 Simple Conversation Sample 29

30 I m frustrated, I haven t been able to login into your online billing system 30

31 Understand the Customer s Intent Leverages state of the art Deep Learning techniques to derive intent Watson has read Wikipedia enabling it to understand language and concepts I forgot my password How do I get a new password? Can t login into your site My login isn t working, please help Can you reset my password? Learns over time based on usage Handcrafted rules unable to scale and do not benefit from data Intent = Password Reset 31

32 Extract Other Key Information From a Question I m frustrated, I haven t been able to login into your online billing system. Intent Password Reset Entities Online Billing System Emotional Tone Anger* Context Bill Smith, 47, Gold Member, High Value Context Mobile 32 * Leverages Watson Tone Analyzer

33 Take Action Responses Come in Different Forms Question How do I reset my password? Someone has stolen my credit card. Where is the nearest store? I need to pay my outstanding invoice. Dialog Deflect Map App Nav. Answer Guide the user through a set of steps Transfer to human agent Application launches map with directions Bring user to pay bill screen Can I pay my bills using my credit card? Info. Retrieval Bring back an answer I want to cancel my service. I need to add a child to my data plan. Next Best Action Next Best Action Present customer retention offer Present a cross-sell / upsell offer 33

34 34 Watson Virtual Agent

35 Watson Virtual Agent Cognitive Customer Engagement Platform A cognitive, self-service digital assistant for customer service SaaS offering for continuous delivery of features and content enhancements Engage with customers via a configurable chat/messaging interface Handles inquiries based on personalized input and context 35

36 Watson Virtual Agent Cognitive Customer Engagement Platform Includes Pre-built Content Out-of-the-box: Pre-Trained Natural Language Understanding for Customer Self-Service Simple, Complete Dialog flows Tooling Included: Engagement Metrics Dashboard Usage & Activity Trends Transaction Success Rate Bot Configurator Tailor Dialog & Create Related Intents, Entities Integration with enterprise systems, Reference UX 36

37 Watson Virtual Agent Cognitive Customer Engagement Platform Benefits Delivers omni-channel experience to your end-users through the channel they choose Enables increased first-contact resolution higher level end-user satisfaction Absorb deflected contacts from higher cost channels Lessens the burden for live agents, resulting in cost savings Decreased agent-agent transfers Increased revenue through re-tasking human reps Sheds light on key customer issues and themes Increases in end-user lifetime value, Net Promoter Scores 37

38 Watson Virtual Agent Content Class Structure/Intents Complete Map (as of end - Oct 2016) Account Management Order Management Information Billing Service Management Payment Customer Profile Account Number Inquiry Billing Address Inquiry Change Update/Change Address* Update/Change Contact Phone* Name Change Authorized User Profile Password Profile Security Questions Privileges Upgrade Eligibility Timing Upgrade Eligibility Status Close/Cancel Account Create Product Order Modify Product Order Get Product Status Cancel Product Order About Us Jobs Contact Us Find Nearest Store* Store Location Store Hours Store Phone Number Store Products Store Services Make Store Appointment Change Store Appointment Balance Inquiry Credit Status Bill Explanation One Time Charge Recurring Charges Billing Cycle Bill Copy Online Statements Paper Statements Dispute Request Adjustment Payment Reminders Price Plan Inquiry Price Plan Change Coverage Area Inquiry International Rate Plan Inquiry Roaming Inquiry Add Service Features Active Roaming Activate Prepaid Plan Remove Service Features De-activate Roaming De-activate Prepaid Plan Network Unlock Add Insurance Change Mobile Phone Number Make a Payment* Recharge Method of Payment Inquiry Payment Locations Method of Payment Update Payment Due Date Late Fees Payment Arrangement Recurring Payment Autopay Installments Defer Payment Payment Due Date Change Research Payment Payment History Verify Payment Missing Misapplied Payment Refund Payment Help Complaints Device Management Sales Online Account Access Off Topic Greetings Troubleshooting Swap Device Port in Help Network Activation Return Device Connect to Agent Ending 38 * Notes existing workflow for intent

39 Watson Virtual Agent Watson Virtual Agent Includes Three Interfaces for Key Users Customer Developer Performance Manager I have questions about my products and services. I want to create a great Conversational Experience. I want to know how Watson is helping our customers. Reference User Interface Natural Language Interactions App & Dialog Integration Conversation Tooling Engagement Metrics Dashboard 39

40 Use Cases and Client Success Stories 40

41 Business Challenge To provide anywhere, anytime service, Staples sought to remove the friction of ordering from its stores and websites and instead use its Easy Button to become part of the customer s daily routine. Transformation Using IBM Watson APIs, the company transformed its Easy Button into a cognitive ordering ecosystem that customers can use to order supplies from a variety of devices using voice, text or . Results Higher Order Frequency Expected by embedding the ordering process into office managers work routine Increased Order Sizes Anticipated by enabling customers to order using voice, text and across a variety of devices Improved Service Scores Predicted by facilitating anywhere, anytime service across channels 41 Solution Components IBM Bluemix IBM Watson Developer Cloud AlchemyLanguage Conversation Retrieve and Rank Speech to Text Text to Speech Tone Analyzer

42 Volume Ltd volumeglobal.com Business challenge To support people with automated and consistent solutions, Volume Ltd. sought to drive digital disruption and optimize applications so that businesses can speed processes and boost revenue. Transformation With IBM Watson APIs, Volume is building new solutions and transforming incumbent client applications into cognitive tools that users can engage with using natural language Results 96% decrease in training time by using the IBM Watson Conversation API to help deliver training 93% positive feedback from customers who now receive technical assistance 24 hours a day, seven days a week Improved customer response times by using a cognitive technical advisor application to extend self Solution components IBM Bluemix IBM Watson Developer Cloud Conversation Emotion Analysis Natural Language Classifier Natural Language Understanding Personality Insights Sentiment Analysis Tone Analyzer

43 Royal Bank of Scotland Engages IBM Watson for Cognitive Insights to Better Serve Customers New York and Edinburgh - 06 October 2016 IBM (NYSE: IBM) and Royal Bank of Scotland today announced the first pilot with customers of Luvo a cognitive chat bot that allows people to interact with an AI-powered platform. Luvo leverages IBM Watson Conversation, a cloud-based cognitive service, to enhance the customer service experience. Luvo frees advisors from spending time on simple, easily-addressed queries so they can help customers with more complex issues and questions. Jane Howard, Head of Personal Banking, NatWest and Royal Bank of Scotland 43

44 IBM Watson Conversational Solutions Greater client control over how data is used keep proprietary data private Cloud delivery always on the latest version Fast time-to-value; start for free Enterprise ready, Premium Plans Multi-lingual capabilities Analytics 44

45 IBMWatson Examples of use Research Creativity Cooking Film Music

46 Mål: Få fram fler ledarhundar

47 2016 International Business Machines Corporation

48 Sopköket + versus Stefan Eriksson Ulrika Brydling Paul Svensson 2016 International Business Machines Corporation

49 Musik, Not Easy / Alex Da Kid Låten Bakom kulisserna

50 Film, Morgan Hur skapades trailern

51 Digitalisering räcker inte Vi drunknar i data och behöver hjälp Kognitiva system kan hjälpa Watsontjänster kan byggas in stegvis i lösningar Robotarna får ångest 2016 International Business Machines Corporation

52 Tack! Mikael Haglund, IBM about.me/mikaelhaglund 2016 International Business Machines Corporation