LBS - APAC

AI Use Cases

Harish Parab

Copyright © Capgemini 2017. All Rights Reserved

Artificial Intelligence has different technological building blocksThe different building blocks are at different stages of maturity, and can be applied into business processes at different stages

10. Cognition

8. Deep

learning

9. Image

analysis

6. Knowledge engineering

7. Natural

language

generation

5. Machine

learning

1. Robotics

2. Sensory

perception

3. Speech

recognition

4. Natural

language

processing

Artificial

Intelligence

Source: Forrester

4

Sight

Converse

Move

Converse

Discover

Predict

The building blocks of AI are at different level of

maturity from early “research stage” to pragmatic

utilization

A technology starts at the research stage, where it

is primarily the focus of more “foundational

research”. As it matures, organizations start

adopting it into the enterprise, typically through a

“conceptual phase”. The technology will typically

have some early “maturity-issues” as it progresses

Eventually it will be “production ready” and shown

to be stable at high volume and for a variety of

usescases

As the different technologies mature, the AI infused

processes and “machine” will become more

advanced

The number of use-cases for AI infused processes

will increase as the technological capabilities

mature

The organization must also adapt and select which

processes are relevant for integrating AI solutions

Integration of AI components can be done in the

process in several ways: incorporated in the

applications themselves (SMART-modules), or by a

separate solution introduced into the process

Applying Artificial Intelligence into your

Business Processes

Copyright © Capgemini 2017. All Rights Reserved

Artificial Intelligence has different technological building blocksThe different building blocks are at different stages of maturity, and can be applied into business processes at different stages

10. Cognition

8. Deep

learning

9. Image

analysis

6. Knowledge engineering

7. Natural

language

generation

5. Machine

learning

1. Robotics

2. Sensory

perception

3. Speech

recognition

4. Natural

language

processing

Artificial

Intelligence

Source: Forrester

Sight

Converse

Move

Converse

Discover

Predict

Copyright © Capgemini 2017. All Rights Reserved

New Zealand Based Insurance Company providing Customer Assist using Machine Learning & Natural Language Processing

Challenges

Capgemini Solution

Client Benefits

• A poor customer experience just before making an insurance claim is a key trigger for attrition

• Upto 60% of all calls to contact centers are routine

• Customers want to get answers whenever they like and quickly instead of navigating through menus or documents

• A new interaction channel (conversational chatbot) for customers to get answers 24x7, discreetly and quickly

• Comprehensive analytics to track volumes, durations, customer preferences and other key metrics

• Developed using class leading AI and Natural Language Processing technology

• Improving customer experience by extending customer support 24x7 and no wait time

• Simple and direct answers instead of nuances of the product disclosure statements

• Diverting call volumes from traditional contact centers

Chrome/FF/IE - Web

IPAD Pro- iOS 10.3https://www.nib.co.nz/private-hospitalClick here to see more-

Copyright © Capgemini 2017. All Rights Reserved

New Zealand Based Insurance Company providing Customer Assist –Watson Analytics Dashboard

Copyright © Capgemini 2017. All Rights Reserved

Australian Based Insurance Company providing Answers in multiple Product Disclosure Statement (PDF’s, HTMLS) using Natural Language Processing

Challenges

Capgemini Solution

Client Benefits

• To address common questions in Insurance industry in regards to understanding the complexity of policy rules, particularly as to what is cover and under what condition etc.

• Policy Product Disclosure Statement (PDS) – generally a 30+ page document written in non-friendly legalese is difficult to understand

• Ability to re-write PDS documentation into “Plain English” for customers to ask questions of their PDS.

• The Smart PDS solution will allow our customers (new and existing) to “ask“

questions of their PDS and find answers embedded inside multiple files using

“Retrieve and Rank” Service.

• Features include “New Policy”, “Coverage” , “Renewal” , “Cancellation”,

“Disclosure”

• Proactively engage members, and simplify interaction with customers and save on bottom line

• Ability to search results in multiple PDS file formats ( HTML, PDF etc.).

Click here to see more

Copyright © Capgemini 2017. All Rights Reserved

Searching & analyzing across unstructured proprietary data is mainly manual, highly time consuming across different industries

Need to verify coverage through the consultation of different documents: policy, product, vehicle general conditions, special conditions, supplements, exclusions, etc.

Files related to a policy or product may differ in format and thus require manual searches: Information sources include word files, pdf, excel, etc.

Leveraging Watson Discovery Center, we built a solution providing access to all required information in one single location

This includes Automated ingestion of GB’s of data from multiple files with different formats. Integration of Natural language processing of documents

Natural language queries, passage retrieval, relevancy training to provide relevant results

Ability to Analyze Unstructured content scattered across multiple locations management and come up with inferences

Reduced time and improving relevancy of results an important aspect for any use-cases in any industry

IBM Watson Discovery Center – Dashboard for Searching “Unstructured Content”

13

Challenges Capgemini Solution Client Benefits

Copyright © Capgemini 2017. All Rights Reserved

Customer Service & Automation of Insurance Quote Generation Chatbot & RPA

Challenges

Capgemini Solution

Client Benefits

• New customer acquisition for insurance policies has multiple challenges. This includes,

• Seamless experience for new customers by answering to their common questions regarding complex policy rules &

• Provide insurance quotes immediately so that customers can make a decision faster

• Customers can get their queries resolved about complex insurance questions through a

trained ChatBot

• Once chatbot answers all the queries, it can ask for customer details like – Car

registration Number, DOB, email, Age for the quotes on their email from different

insurance providers instantly

• Based on the customer details, instant quote will be generated on their specified email.

• Customers would be able to do this using natural language query via online channels

• Proactively engage members, and simplify interaction with customers and save on bottom line

• Automation of service request instantly based on the outcome of the chat

Copyright © Capgemini 2017. All Rights Reserved9

Customer Service & Automation of Insurance Quote Generation Chatbot & RPA

(1) Bot provides responses &

captures customer information

(5) Quotes available instantly in email

(2) Auto email generated that will be polled by Robot

(3) Robot enters the details on insurance website

(4) Robot captures all the details and sends through email

Copyright © Capgemini 2017. All Rights Reserved

IoT- Temperature Monitoring for Perishable Foods

Challenges

Capgemini Solution

Client Benefits

• Implement wireless based sensor Traceability Solution for customers of perishable

foods to achieve

• Ease of capturing the temperature in range of (4 to -25 degree Celsius)

• Ease of notification & alerts when temperature rises or drops outside the range

• Wireless Sensor Monitoring solution can provide accuracy in monitoring temperature

& improve prescriptive actions by facilitating -

• Efficiency in temperature control across all store

• Single Dashboard to capture health of all stores in one application

• Maintain the temperature of the refrigerators in the range of 4 to -25

degree Celsius to maintain the quality and taste of ice-cream

Copyright © Capgemini 2017. All Rights Reserved

Artificial Intelligence / Machine Learning………..

11

www.capgemini.com

About Capgemini

With more than 190,000 people, Capgemini is present in over 40countries and celebrates its 50th Anniversary year in 2017. A globalleader in consulting, technology and outsourcing services, the Groupreported 2016 global revenues of EUR 12.5 billion.Together with its clients, Capgemini creates and delivers business,technology and digital solutions that fit their needs, enabling themto achieve innovation and competitiveness. A deeply multiculturalorganization, Capgemini has developed its own way of working, theCollaborative Business ExperienceTM, and draws on Rightshore®, itsworldwide delivery model.

Rightshore® is a trademark belonging to Capgemini

The information contained in this presentation is proprietary.Copyright © 2017 Capgemini. All rights reserved.