"Conversational AI Capgemini’s approach and best practices while deploying cognitive solutions"

1. CW
IN
CAPGEMINI
WEEK OF
INNOVATION
NETWORKS
Conversational AI
Capgemini’s approach and best practices
while deploying cognitive solutions
Lukasz Ulaniuk, 24th September, Krakow

2. 2© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Capgemini’s Connected Employee Experience
Give them everything they need to experience it all.
Personalized,
user-centric IT services
End-to-end value chain Full integration
Intelligent Service Desk utilizing user
personas, analytics and omni channel
support
Smart Service Center
Second line support in offices and remote
for corporate & BYOD devices
Distributed Smart Services
Third line support for all
remaining services
Connected Support Services
Align with business objectives
and drive adoption
Seamless, personalized, predictive experiences driven by data analytics, AI, cognitive computing, digital adoption
Connected Workspace Connected Office Connected Employee
Access apps and data wherever you are
Interconnect with your surroundings in our
place of work
Interconnect with your colleagues, clients and
support
Organizational Transformation

3. 3© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Connected Employee: Core elements
Use intelligence to deliver personalized, engaging services
Cognitive
solutions
Digital
adoption
Social &
collaboration

4. 4© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
The future of AI
Exponential Growth of Computing; Courtesy of Ray Kurzweil and Kurzweil
Technologies, Inc.
• We achieve one
Human Brain
capability (2 * 10^16
cps) for $1,000 around
the year 2023.
• We achieve one
Human Race
capability (2 * 10^26
cps) for $1,000 around
the year 2049.
Source: http://www.kurzweilai.net/the-law-of-
accelerating-returns

5. 5© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
The Pace Just Keeps Increasing
and most of us will not even realize It
2018
• OpenAI bot beat a team of
former professional players in
5x5 Dota 2 game
• It plays 180 years worth of
games against itself every
day, learning via self-play
(reinforced learning)
Dota 2 – an online Real Time Strategy
game
Go – strategy board game with possible
outcomes greater than the number of
atoms in the universe (>1080)
2014
• Development started in 2007
• Win against humans projected in
10 years
2017
• The world’s best player was
defeated
• “Last year, it was still quite
humanlike, but this year, it
became like a god of Go.”

6. 6© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
The Man against
the Machine
Source:http://aiindex.
org/2017-report.pdf

7. 7© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Cognitive Solutions:
Broad range of advanced capabilities
Cognitive
Solutions
8
1
2
3
4
5
6
7
Classification Models
grouping data into segments for better
understanding of hierarchical relations,
e.g. automated system for financial
documents classification
Predictive Modelling
predicting occurrences of certain categories
of events, e.g. type and volume of future
incidents, complaint probability based on
ticket handling process
Bot training
Chat bot machine learning - training to
automatically improve user intent recognition
IoT insights & decisions
managing automatically huge amount
of data coming from IoT devices for
intelligent purposes e.g. office space
utilisation management
Computer vision
gaining high-level understanding from digital
images or videos. image recognition, e.g.
recognize error type from a screenshot, face
recognition, e.g. biometric user identification
Text mining & text analytics
mining and analysing text data to discover
patterns, extract useful knowledge, and
support decision making e.g. identify
automation use cases, sentiment analysis
Natural Language Processing (NLP)
voice/text understanding in natural language
e.g. Virtual Assistant (Chat/Voice bot)
Speech recognition
recognition and translation of spoken
language into text, e.g. Alexa, Siri, Cortana
Machine
Learning
Cognitive
Thinking
These capabilities can be mixed
in different combinations to
create a cognitive solution

8. 8© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Cognitive Solutions:
Smarter, faster service delivery through applied intelligence and automation
Automated response in
Business Services
RESPONDING
BUSINESS SERVICES
OPERATIONAL
SERVICES
APPLICATIONS
INFRASTRUCTURE
The assistant
Hello, I’m Eva, your IT Virtual Assistant. You can
ask me a question anytime
You
I would like to connect to chat agent
The assistant
I just connected you to an operator
The assistant
Hello
Hi, I would like to ask …
User voice/text input
Documents & images
▪ Digital
▪ Printed
Databases & other systems
IoT devices
INPUTS
Thinking Learning
Cognitive Solution initiates
autonomous action

9. 9© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Cognitive Solutions:
Conversational AI - bot framework
Cognitive Bot
Action Bot
Knowledge Bot Enterprise Gamification
Digital Adoption
Bot Orchestration
Technology framework Adoption framework

10. 10© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Communication and user engagement are key to the success of the
chat/voice bot and many other technologies (Skype, Teams, SharePoint)
Gamification has emerged as
a significant trend in recent
years. Gamification uses game
mechanics and game design
techniques in non-gaming
context – it's a powerful tool to
engage employees, customers
and the public to change
behaviors, develop skills and
drive innovation. Gamification
has become an essential part of
any digital business strategy as a
way of digitally motivating people
and overcoming barriers of scale,
time, distance, connectedness
and cost.
Gartner.com
Adoption framework

11. 11© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Cognitive Solutions:
An end-to-end approach to deploy conversational AI
▪ Explore market trends
▪ Build understanding of
cognitive concepts
▪ Capture key drivers for
bringing cognitive
capabilities
▪ Explore key technologies
– demos and
expert/partner
interactions
▪ Define key requirements
Discover
1Cognitive solutions
strategy
▪ Apply Data Science to
propose the best use
cases
▪ Design and validate
customer journey (as is
and to be)
▪ Design deployment plan
▪ Develop high-level
architecture and business
case
Devise
2Cognitive solutions
assessment
▪ Develop/pre-
configure/train bot
▪ Deploy bot
▪ Prepare and execute
user tests
▪ Design & execute
communication plan
▪ Deploy gamification
campaign
Deploy
3Cognitive solutions
deployment
▪ Bot knowledge
management
▪ Technical support
▪ Bot configuration and
updates (intent, entities,
training dialogues)
▪ Development
professional support
▪ Reporting/dashboards
Sustain
4Cognitive solutions long
term deployment

12. 12© 2018 Capgemini. All rights reserved.Cognitive Solutions – Transform the employee experience
Contact details
lukasz.ulaniuk@capgemini.com
Senior Architect –
Cloud and Edge
Connected Employee Lead
Lukasz Ulaniuk
Jon.Harriman@capgemini.com
Vice President –
Head of Cloud Infrastructure
Services Portfolio
Jon Harriman
michal.przybylowski@capgemini.com
Cloud Cognitive
Solutions Senior Expert
Michal Przybylowski

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