21 May 2019 AUTOMATION SUMMIT - ISG Confidential. 2019 Information Services Group, Inc. All Rights Reserved - Wayne Butterfield
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21 May
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 1
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved.
Top
Wayne Butterfield, Director
Cognitive Practice lead, EMEA
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved.When will the
Terminator be here to get Us?
ANI AGI ASI
Artificial Artificial Artificial
Narrow Intelligence General Intelligence Super Intelligence
Now 10 to 30 Years 40+ Years
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 3Who is Leading the Charge on AI?
The BIG nine companies who control the future of AI.
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 4What is AI?
Deep Learning
Machine Learning
Predictive Analytics
Translation
Classification + Clustering Natural Language Processing (NLP)
Information Extraction
Speech to Text
Speech Artificial
Intelligence
Text to Speech
Expert Systems (AI)
Planning, Scheduling and Optimization
Robotic Process Automation
Image Recognition
Vision
Machine Vision
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 5Which AI’s are Useful?
Robotic process Image Natural Language Cognitive
Automation Recognition Processing Reasoning Conversational AI
RPA is a simple technology Image recognition is NLP is the application of Cognitive Reasoning is the Conversational AI is the
that utilizes the GUI interface the process of identifying and computational techniques to ability to make complex evolution of NLP that powers
of a clients systems to detecting an object or the analysis and synthesis of decisions based on previous the Virtual agent, able to hold
automate high volume, a feature in a digital image natural language and speech. knowledge absorption and well structure conversations
structured and repetitive or video provide rational as to the
processes decision made
Used throughout the business, Any process using a scanned Highly used to More commonly used in Legal Anywhere a conversation takes
this is the cornerstone image, highly used in finance understand the intent in an or FS organizations at present. place, could be an opportunity
technology used to automate areas, however also more email or service request in Utilizing knowledge of a for Virtual Agents or Chat Bots,
process either on it’s own, or broader in ID&V, or any other your CRM. Takes the process to make a more more commonly used in
with complementary process that a scanned image unstructured text and provides complex decision, as well as customer facing activity, but
technologies. or form is received in. a structure for showing why that decision was HR and also IT Service desks
RPA to follow through made. are seeing usage increases.
and process.
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 6Where do you find the Opportunities?
The action performed on data is a guide to the technology that can automate it.
Copy Look Read Decide Communicate
RPA OCR/Image NLP Cognitive Conversational AI
Recognition Reasoning/ML
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 7What is the Current Tech Penetration?
OCR/Image Cognitive Conversational
RPA NLP
Recognition Reasoning AI
Current Usage High Medium Low Low Medium
Implementation Low Low Medium High High
Effort
Cost Low Low Low High Medium
Benefits High Low Low Medium High
Process Penetration High Low Medium Low Medium
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 8Where are we Seeing Early Adoption?
Cognitive technologies can augment cross industry processes in a similar way to RPA.
Pharmaceuticals
Manufacturing
Transport and
Public/social
Automotive
Health Care
Agriculture
Consumer
Telecom
logistics
Finance
Energy
Media
Problem Type
Real-time optimization
Strategic optimization
Predictive analytics
Predictive maintenance
Radical personalization
Discover new trends/anomalies
Forecasting
Process unstructured data
Impact Potential
Low High
* Source: https://medium.com/mcgill-artificial-intelligence-review/120-machine-learning-business-ideas-from-the-new-mckinsey-report-b81b239f336
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 9How do you Automate using Chat Bot Technology?
Customer Understands Intent via NLP Performs Reset
Complete DPA Closes Out Contact
has a Query and provides response Password Process
Process Trigger: Chat Support: Understands Intent: Perform Changes: Confirm Changes:
Customer visits website Customer Chooses Chat, and Customer needs help sign in Password forgotten so Chat Customer successfully resets
Overview
Process
looking for help. is greeted by Chat Bot. to Online Portal. Bot sends Password Reset password and signs into
link as per process. Online Account.
Help and Support Articles Completes DPA checks The Chat Bot understands
haven’t helped. the customers intent and Completes Post Chat survey.
provides assistance.
Goes to Contact Us page.
Monitor customer journey Build Initial greeting and NLP intent engine for Defined process with either Ends conversation with
Automation
Assessment
online initiation points. understanding customer an API or RPA call to scripted ending.
intent. complete process step.
Pre-empt customer need Build DPA into the Chat Auto pop up of Cust Sat
based on page browse opening. Build customer journeys for Survey.
history on site. each intent.
Online Chat and Virtual Online Chat and Virtual Online Chat and Virtual Online Chat and Virtual Online Chat and Virtual
Technology
Needed
Agent Agent + Integration to Agent + Integration to Agent + Integration to Agent + Integration to
eVision? eVision? eVision/RPA eVision?
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 10How do you Automate Emails using NLP?
Customer writes Issue confirmation
Assess Request Process Request Forward or Escalate
E-mail request to customer
or
Process Trigger: 1st human touch: Action taken: Handoff to business: Confirm Changes:
Customer request goes free-text Offshore team reads all emails Depending on the request, Collections and Fraud cases There are over 100 template
Overview
into the Contact Us box of the standard processes to either are recognized and forwarded responses depending on the
Process
Must decide what the customer
website. retrieve data requested by to the relevant departments. action taken and the result.
is requesting, and whether there
customer, or make amends to
Some categorization options are is enough data in the message Complex queries are passed
their account.
available for the customer, which to complete the request. to the onshore team.
will prompt for specific required
data from them.
Suitable for automation. Collect data from systems Suitable for automation We expect automation to give Update templated response
Technology Automation
Assessment
exceptions for these same with customer info.
Customer input is already Use data to make a decision Robotic tasks would have to
scenarios as currently referred
digitized, and customer is based on customers be created for each. Send to customer
from offshore.
already authenticated. circumstances and history.
Natural Language Processing RPA RPA RPA
Needed
to understand intent of the
message.
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 11What are the Key Hurdles to Over Come?
⬛ Defining the right scope, Cognitive/AI still can’t do
everything!
⬛ Getting the right data, available in the right format
and in the needed amounts, is critical.
⬛ Agreeing ownership of AI initiatives within your
organization.
⬛ Ensuring you start small and iterate so you can
show an ROI without a significant investment.
⬛ Figuring out which technology to use…
2019 AUTOMATION SUMMIT
ISG Confidential. © 2019 Information Services Group, Inc. All Rights Reserved. 12ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and
advisory firm. A trusted business partner to more than 700 clients, including more than 70 of
the top 100 enterprises in the world, ISG is committed to helping corporations, public sector
organizations, and service and technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services, including automation, cloud and
data analytics; sourcing advisory; managed governance and risk services; network carrier
services; strategy and operations design; change management; market intelligence and
technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs
more than 1,300 digital-ready professionals operating in more than 20 countries—a global
team known for its innovative thinking, market influence, deep industry and technology
expertise, and world-class research and analytical capabilities based on the industry’s most
comprehensive marketplace data.
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