1. Capgemini Week of Innovation
IBM Global Solution Center
Wade Miller, Financial Services Industry Leader
September 18 2018

2. © 2018 IBM Corporation
Enterprises World-Wide are Embracing AI
12/5/2018 Global Solution Center | Dallas2
Sales
Market basket analysis,
next-best offer, customer
churn, propensity to buy,
and smart engagement.
Marketing
Discount targeting, email
optimization, and lifetime
client value, basket
recommendation systems.
Health
Medicare fraud, AI-assisted
diagnosis, and drug
demand forecasting.
Supply Chain
Predictive maintenance,
process optimization, and
demand forecasting.
Energy & Utilities
Power usage prediction,
maintenance, and smart
grid management.
Finance
Customer segmentation,
credit risk, and credit card
fraud detection.
Security
Activity monitoring,
intrusion detection, and log
analysis.
Data & Technology
Dynamic pricing, call center
assistance, tourism
forecasting, and self-driving
cars.
Leaders everywhere are monetizing data and developing strategies to embed AI in business

3. © 2018 IBM Corporation
Increase productivity and get closer to customers
12/5/2018 Global Solution Center | Dallas3
Claims processing is complicate
and requires skilled workers.
Historic data is saved but is not unlocking
full potential until it is used to trained AI
to assist workers.
18% of insurance claims costs result
from inefficient claim processing, human
error or fraud
Telecom companies spend $315
per newly acquired customer
with lost revenue to churn of $1,117 per
customer.
25%increase in customer retention
after real-time prediction of customer
churn

4. © 2018 IBM Corporation
Customers expect responses in seconds while
insurance fraud occurs every minute
12/5/2018 Global Solution Center | Dallas4
Home loan approvals take 30
days on average. During high-
volume months, it can take longer—an
average of 45 to 60 days depending on
the lender.
Digital mortgage lenders offer
applications by phone and approvals in
less than 10 minutes using AI to
engage customers and generate quotes.
Insurance fraud costs more than
$40 billion per year, which
means insurance fraud costs average U.S.
families $400-$700 per year through
increased premiums.
Using AI to analyze data from policy and
claim systems, insurance lenders have
seen a 120% increase in quote to policy
conversion over 18 months.

5. © 2018 IBM Corporation12/5/2018 Global Solution Center | Dallas5
94% of companies believe that AI is
key to competitive advantage
AI associated with CRM activities will
boost global business revenue by
$1.1T from 2017 to 2021
By 2019, 40% of digital
transformation initiatives will use AI
services and by 2021, 75% of
enterprise applications will use AI
Growth in the adoption of AI… …is being slowed by a new set of
unique challenges
Only 35% of IT and business decision
makers had a high level of trust in their
own organization's analytics and 92%
are worried about reputational impact
Only 2% of executives say their data
analytics investments have achieved a
“broad, positive impact.”

6. © 2018 IBM Corporation
Enabling a Cognitive Enterprise
12/5/2018 Global Solution Center | Dallas6
Help clients define,
establish and scale AI
as a new capability
within their
organization
Cognitive Customer
Engagement
Help clients transform their
Omni-channel customer
engagement using AI to assist,
serve and advice customers
through their journey
AI-driven Process
Optimization
Help clients apply AI and
machine learning capabilities to
optimize data intensive
business processes like
maintenance
Augmented
Advisory
Help clients standardize
and scale knowledge
across the enterprise to
make employees more
productive and informed
Cognitive
Customer Care
Help clients transform their call
centers into a modern, efficient
and client centric service by
combining Watson with
LivePerson and other providers

7. © 2018 IBM Corporation
AI at the Core of a Differentiation Strategy
Global Solution Center | Dallas12/5/20187
ENGAGE the client
through natural language
ACT with empathy
UNDERSTAND the intents
of the client
SUGGEST the right action
based on client needs
The Conversational
Enterprise
Use deep natural language
processing, visual and audio
recognition to engage the client
Analyze client’s tone and
personality to adapt the
interaction
Understand and act on complex
and atypical questions with
disambiguation and confidence
Apply machine learning to
analyze and learn from client’s
data and behavior and provide
personalized recommendations
Structured Data
Unstructured Data

8. © 2018 IBM Corporation
Let’s see it in action!
12/5/2018 Global Solution Center | Dallas8
Cognitive Customer Care for Insurance
Cognitive Customer Care for Banking
Deliver expertise and customer care based on
insight and marketing execution
Transforming agent to customer relationships
through cognitive insights

9. Dallas, Texas
Capgemini Week of Innovation
Thank you!
Wade Miller, Financial Services Industry Leader
September 18 2018