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1Advanced Capabilities & Artificial Intelligence | Chatbots © 2018 Capgemini. All rights reserved.

Capgemini Romania

Bucharest, ABSL Annual Conference

Oct 2018

https://www.capgemini.com/optimize-your-business-and-it-operations


Table of Contents

Capgemini at a glance

Intelligent Automation

Introduction to Chat Bots & Action Bots

The Druid Chat Bot



We believe that technology

is made by people, for people

Peopleare at the

centerof everything

we do

3© Capgemini 2018. All rights reserved |

At Capgemini we see things differently



We are a multicultural people company…(as of September 2017)

North America

~17,490

Latin America

~8,160

Europe

~65,980

Middle-East & Africa

~1,540

Asia-Pacific

~5,240

India

~100,190

~200,000 people worldwideworking together

as one team



Table of Contents




The Druid Chat Bot



Enterprise

Gamification

Knowledge

Bot

Cognitive

Bot

▪ Advanced application built with Artificial Intelligence methods - natural

language processing, machine learning, APIs & web services. Cognitive

bot recognizes the real intent of the user and answer is based on the

context using reasoning based methods. Machine Learning methods are

used to improve quality and precision of the bot.Digital

Adoption

Bot

Framework

Action

Bot

▪ The Knowledge Bot uses Natural Language Processing (NLP)

to identify the question and provide the answer. It follows a Q&A

patterns and is supported by analytics to improve quality of

respond and interaction.

▪ Receive alerts - bot informs when something happens on a

chosen schedule/ event/ activity

▪ Perform actions - bot executes relevant tasks or direct actions on

your behalf

▪ Get information - bot delivers information and actionable insights

▪ Complete tasks - bot orchestrates workflow across applications

showing tasks in a simple, conversational UI

▪ Application of game-design elements and game principles

in non-game contexts to improve e.g. user engagement,

organizational productivity or learning. Deployed to drive

adoption of cognitive solutions.

▪ Adoption Change Management is specially

designed communication plan with methods &

techniques for different stakeholders which

we use to drive the digital change as part of

transformation to Cognitive solutions

▪ Is the layer responsible for orchestrating and coordinating

the API services. One bot can integrate and orchestrate

actions of various types of bots.

Technology framework Adoption framework

Capgemini‘s approach to apply Cognitive capabilities of Artificial Intelligence through complete chatbot framework



Chatbot (or Virtual Assistant): What is it?

▪ A humanized, effortless experience on the web channel.

▪ Connect users to the right resource, person or device.

▪ Monitor every user interaction and tune the virtual assistant accordingly for continuous performance improvement.

▪ Learn about your users` interests, understand their behavior and filter out the semantic “noise” so that you can respond to the most relevant issues.

▪ Engage 3 times more than a traditional FAQ or web-self service.

▪ Allow your users to naturally express themselves in a human-like type of written conversation.

▪ Personalize the right “one” answer so that users can solve their requests.

Answer Guide

Communicate Listen

MeasureEngage



Why Chatbots?

Service at your fingertipsSeamless and easy conversation instead tens of clicks, calls and voice mails.

• Available 24x7

• Scalable

• Multiple channels supporting mobility

• Less „tickets” – More answers and actions

Smarter workGet answers when you need them.

Combine chatbots with Robotic Process Automation and APIs to action requests instead of waiting for someone to pick up a ticket.

Add value with extensible components.

Digital WorkplaceConnect clients and employees with applications, knowledge bases and even hardware components of your workplace.

Wherever you are – our bots are with you.



Accelerated Benefits through Chat Bots

CostReduction

▪ The use of automation and more productive support channels brings down the cost of high-quality support

▪Data Science project can help driving the cost down by targeting specific client problem (e.g. by predicting the risk of end user complaint or a risk of server failure)

Quantifiable Productivity Gains

▪ Automated processes and higher resolution rates translate to less time requesting and receiving support, more time working.

▪ Automated service request process accelerates fulfilment

▪ Improved operational efficiency

▪ Improved services & better management decisions

Enhanced User Experience

▪ Fast, flexible support through any channel the user prefers, any time and from anywhere

▪Modern digital communication caters to Gen X, Gen Y, and Gen Z employeesand contractors

▪ Improved end user satisfaction & reduced complaints

EnhancedBrand

▪ Enabling users to leverage social collaboration communication to get the support they need, when they need it

▪ Enhanced brand and customer experience

▪Modern digital AI capabilities attracting top talents



Chatbot functionalities and conversation types overview

How do I turn on my headlights?

Short Tail

Long Tail

100s 100,000+

Freq

uen

cy o

f q

ues

tio

n

Trained and prepared for a discrete set of

intentions…

▪ Some capacity to explore open questions

▪ Trained on closed questions with 1 sole valid response

▪ Providing a 100% certain answer

▪ Closed set of sources of information

▪ Able to provide more than text as an answer (actions)

Unique intents

My exhaust is making a rattling sound, how do I troubleshootthe problem?

Uses search engines to find a set of possible answersin a broader set of sources of information

FAQ

Customize Answers

Using Emotions

Taking actions

Offering Advise

Capabilities

▪ Trained using FAQ ▪ Adding chitchat

intents to make it human and user friendly

▪ Custom information is incorporated into answers

▪ Light integration with back end systems

▪ Different answers or actions based on emotions “Sentiment Analysis”

▪ Connecting to the company back end systems

▪ Taking actions as answers

▪ Using predictive analytics, cross selling and upselling can be included

Complexity

With sophisticated functionalities the complexity and the development of the chatbot increases



Some chatbot

opportunities

Master Data Management (Eg: Vendor/Customer/Employee master data updates)

IT help desk (Resolving L1 tickets, Eg: Password reset, Process/provide Access request

P2P Help deck (Eg: Handling, Responding and Routing Invoice queries)

HR service desk (Eg: Employee onboarding, Handling/routing employee queries, updates, etc.,)

Product help desk (Eg: Handling standard FAQs, routing product queries to designated personnel, Product query management)

C2C help desk (Eg: Handling customer billing queries and standard FAQs)



Table of Contents




The Druid Chat Bot



How it works

CRM

ERP

HR

Conversation Designer

Apps Connector

DW

…RPA



Using simple and intuitiveconversational interfaces



Based on a robustand flexible architecture



Having 150+ skills built-in

Fo

r e

ve

ry

roleindustryprocess

For Customers20+

For Employees10+

For Business Partners

10+

For Marketing & Sales

10+

For Supply Chain

Management50+

For F&A20+

For Customer Service

20+

For HR10+

For Managers10+



Timesheet Reporting Chat Bot Assistant

Challenges and opportunities Solution

➢ Multiple, parallel, systems of timesheet reporting, for internal and external resources

➢ External resources not able to use the company’s infrastructure

➢ Issues on tasks and projects allocation to resources

➢ Multiple errors on time reporting, such as: cost center, task, project phase, etc.

➢ Time consuming timesheet consolidation of internal and external resources

➢ A Chat Bot interface for employees to ask questions using natural language about different combinations:

• Time booking: Type of projects / Project phase /Time interval

• Vacation requests/approval: Remaining days, back-up resource, etc.

➢ The Chat Bot starts the conversation and provides each resource only the list of projects and tasks allocated by the Project Manager

➢ With just one input, the chatbot feeds data into multiple systems, in different formats

➢ The Chat Bot sends reminders and reports autonomously with/to the employees and project managers / line managers

➢ Multiple conversational interfaces: Skype, Slack, Facebook messenger, mobile applications also, etc.



A global leader in consulting, technology services and digital transformation,Capgemini is at the forefront of innovation to address the entire breadth of clients’opportunities in the evolving world of cloud, digital and platforms. Building on itsstrong 50-year heritage and deep industry-specific expertise, Capgemini enablesorganisations to realise their business ambitions through an array of services fromstrategy to operations. Capgemini is driven by the conviction that the businessvalue of technology comes from and through people. It is a multicultural company of200,000 team members in over 40 countries. The Group reported 2017 globalrevenues of EUR 12.8 billion.

About Capgemini

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www.capgemini.com

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Copyright © 2018 Capgemini. All rights reserved.

People matter, results count.


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