Human Interfaces & Robotic Process Automations Solutions · •For simplicity, you can think of RPA as a software robot that mimics human actions, whereas AI is concerned with the

Copyright © 2019, Oracle and/or its affiliates. All rights reserved.

Human Interfaces & Robotic Process Automations Solutions

Andreas StellatosSolution Engineer – Emerging Technologies(Process Automation, Mobile, AI, IoT & Blockchain)CEE

July 3rd , 2019


Intelligent Automation Elevates Business Conversations • Eliminating mechanical activities accelerates innovation

Connected Factory Engaged Employees


. . . Oracle is with you all the way.

Pace of Innovation Never Slows …

Easy. Intuitive.Conversational AI

Continuous InnovationConnected Devices

Faster. More Secure.

Trusted Transactions

Remarkable Inventions

Pervasive AI and Robotics


Digital Assistants


Within the next 12 months, 60% of Enterprises

will have started an AI project

Source: Ovum ICT Enterprise Insights 2018

Decision-making

Predictive analytics

Digital assistants Chatbots

Natural language

processing

Perception

AI-based robotic process

automation

Deployed Deploying, trialling or planning


Within the next 12 months, 60% of Enterprises

will have started an AI project

Source: Ovum ICT Enterprise Insights 2018

Digital assistants Chatbots

Natural language

processing

Deployed Deploying, trialling or planning

Copyright © 2019, Oracle and/or its affiliates. All rights reserved.Copyright © 2019, Oracle and/or its affiliates. All rights reserved.

46% of all NA users

use DAssistants

54% agree that they make life easier

$16Bmarket size

by 2021

1.8B assistant users

by 2021

Google Assistant

Apple Siri

Microsoft Cortana

Alexa

May 2018

December 2017

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Messaging becomes the Most Popular UI

8

The Most Natural of All Interfaces

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4 key trends Mobility

80%

the average number of times a person looks at their mobile each day

% of Adults worldwide will have a smartphone by 2020

150

87% % of People who always have their smartphone at their side, day and night

“By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.” Gartner

• 4mins+ is the average time saving per Chatbot enquiry when compared with traditional call centers

• 40% As long as they can get help quickly and easily, 40% of consumers don’t care whether a Chatbot or a person answers their customer service questions (HubSpot)

• 47% of consumers are open to buying items through a

Chatbot and 37% would buy items from Facebook(HubSpot)

We Are in a New World Where Conversational Interfaces Will Replace the Most Common Interfaces on Computers and Connected Devices

"Conversational AI-first" will supersede "cloud-first, mobile-first" as the most important, high-level imperative for the next 10 years. (Gartner 2017)

Messaging has surpassed social :

• 4.1 Billion users instant messaging apps

• 6+ of Top 10 most used apps globally = messaging apps

• Is the top app an offers a familiar environment• Here digital natives spend their time

Mobile the primary channel

Social Networks and Messaging becoming platforms

Customer Support from voice to chat

Emergence of Chabots, AI and ML

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Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.








Digital Assistants Are Here Now

By 2021, 20% of all customer service interactions will be handled by virtual customer assistants and chatbots. – Gartner

Penetration rates of enterprise software with integrated AI and cloud-based AI platforms will reach 87% and 83% by 2020. – Deloitte

There will be more virtual assistants than the earth’s human population by 2021. – Ovum


Small Screen and Big Screen Experiences

Big Screen

Small Screen

Hi Eric, FYI, the laptop you ordered is back ordered for 6 months.

yes

Would you like to order a different laptop?

What were the other 2 options?

Your laptop options:

Toshiba Protege

Dell Latitude

Toshiba, please

Great choice. Would you like me to update your requisition?


Conversations Via Any App, Any Device • Not just mobile,

but mobile AND desktop, laptop, IVR, collab. app, chat app, msg’g app, …

• Voice and chat / text

• Same conversation regardless of channel

• Rich responses –text, images, links, cards, lists, carousels.

Embedded in portal or web app

Mobile SMS Messaging PlatformsMobile Apps

Embedded in Team Collaboration

Voice


AutomatedSkill Coordination

What’s your return policy

30-days to return. Click here to learn

more.

Nearest location?

Digital Assistant



more.

Nearest location?



more.

Nearest location?



more.

Nearest location?

Job Offers Benefits Procurement

“I want to order a new laptop”

“What day do I start my new job?”

Digital Assistant routesrequests to the right skill bots:• Explicit routing –

“Ask Banking Bot my savings balance”

• Implicit routing –“What’s my savings balance?”

Skill benefits• Modularize functions• Enable incremental

development• Simplify code management• Improve non-sequitur

handling• Simplify versioning and LCM• Enable segmented

authorization


Skill Components

Channel Configurator

Dialog Flow Execution

Enterprise Data

Integration

Conversational AI Engine

Target multiple clients

State machine that executes context & memory driven conversations

Machine Learning, Cognitive Services and context management

Connectivity to backend systems

Custom

17


I’ve lost my credit card

Sorry to hear that you lost your card. Let me connect you to an agent

Waiting for agent’s response

Hi, my name is Connect API. How may I help you?

I see that you’ve lost your credit card, I can cancel the card and order a new one for you

Yes, that would be great. Please do that.

OK, credit card is cancelled and a new one is on its way.

Hi Eric, FYI, the laptop you ordered is back ordered for 6 months.

yes

Would you like to order a different laptop?

What were the other 2 options?

Your laptop options:

Toshiba Protege

Dell Latitude

Toshiba, please

Great choice. Would you like me to update your requisition?

The Right Conversation for the User’s Need

18

Transactions FAQs Live Agent Handoff Complex Policies(via Oracle Policy Automation)

Bot Alerts

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Digital Assistant Skills to Agent Handoff

19

Chatbot to Agent Handoff

Conversation History

20

Hermes• Allowing customers to track their

parcels –on web and mobile app.

• Business case based on cost saving and improvement in customer service

• 40% deflection rate of customer enquiries away from service agents

• Shorter call durations when passed to human agent

• Extensions to allow additional services to change your ”safe place”

• Digital Assistants integrated with Customer Service system.


The reason we chose Oracle is because of the ease and secure integration between the chatbot and our backend systems. The bot now handles more than 40% of contacts. We had high expectations but never dreamt of getting such an impressive rate so early! It's a better customer experience and while at the same time, frees up internal resources. – Craig Boothe, Head of Enterprise Applications, Hermes

21

A recruitment Bot for 2nd utility companyin the world with 150,000 employees

The bot is for HR and currently operates inBelgium and Netherlands.

Need to find the right candidates and speed up the enquire to hire process - Improve the matching of candidates to ops.

Be able to apply without login procedure - make it easier to apply

Currently on the web but also extending toFacebook Messenger

CONSUTING

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Continuous Process Innovation

Confidential – Oracle Internal/Restricted/Highly Restricted 22

Personalize Employee and Customer Engagement

Seamless Omni-Channel ExperienceReduce Training - Increase Adoption

Analyze - Drive Continuous Innovation

ENGAGE

Discover and Connect toSaaS and On-Premise Apps

Pre-Build Integrations and AdaptersLeverage Existing Investments

Connect and Extend Apps

INTEGRATE

Visual Low-CodeEnterprise Workflows

Speed Innovation and DecisionsReduce Compliance Risk

Reduce Operational Costs

BUILD


Accelerate Process Automationwith broader Low Code modeling capabilities

Key Capabilities

• Structured Process Modeling (BPMN)

• Case Management Modeling

• Combine Structured and Case

• Decision Modeling (DMN)

• Adaptive Response Web Forms

• Versioning support for parallel and concurrent process execution

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.

Process ManagementThe evolution of process modeling and execution

24

Flow sequence defined by Transitions

Flow sequence defined by Rules

Flow sequence defined by Data

Unstructured

Processes

Deterministic and

Structured

Processes

Adaptive

Processes

Integration and Automation InnovationsProcess automation for digital transformation

Record, play, execute!

Robotic Process Automation

Adaptive work streams

Case Management

Guided decision making

Best Next Action

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Robotic Process AutomationEasy Definitions

• For simplicity, you can think of RPA as a software robot that mimicshuman actions, whereas AI is concerned with the simulation of human intelligence by machines.

• RPA is highly process-driven — it is all about automating repetitive, rule-based processes that typically require interaction with multiple, disparate IT systems

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Robotic Process Automation (RPA)Process automation for digital transformation

Key Capabilities• Extend integration platform with non

intrusive UI scripting adapter for:

• Legacy Systems that do not have APIs

• Rapid Prototyping with API blueprint against modern systems of record

• Delegate conversion to robust API-based integration with minimum app impact

• Computer vision for record and playback

• Emulators, Citrix, desktop and web apps


Robotic Process Automation Use CasesOpportunities to use RPA technology

• Automate an existing manual task or process with minimal process re-engineering

• Reduce or remove head count from batch data input and output tasks or data rekeying

• Link to external systems that cannot be connected to through other IT options• Avoid major system integration projects or specific new major application

deployments. • Replace individual "shadow or citizen IT" desktop automation with enterprise

wide automation.


Use Case #1Human Task Automation

• Transform manual repetitive tasks by people into automated RPA transactions executed by Robots

• Go the next level of transformation and accelerate your digital workforce initiatives

• Execute at a fraction of the time

Example: Update Customer Records across multiple apps. Convert manual activities into streamlined RPA automations orchestrated by a process

From Manual Process

To Automated &

DigitizedProcess

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Use Case #2Broader Integration with Robots

• When the target systems do not have APIs or there is no Integration Adapter, leverage RPA Automation (legacy systems of highly customized apps)

• UiPath Robots offer alternative integration via Application User Interfaces

Example: Customer Onboarding across multiple systems

Legacy CRM

CRM

Integration Adapter


What Robotic Process Automation is NOT!Best Practices and Recommendations

• Robotic Process Automation IS NOT an orchestration engine• RPA Processes that connect to multiple applications in a single transaction become more fragile and

it is difficult to manage errors and exceptions• Model RPA processes connecting to a single application and let an orchestration engine manage the

delegation and proper RPA Process sequence. By separating orchestration from automated applications, there is a better delegation of duties and it is easier to manage exception handling and error outside the RPA solution

• Robotic Process Automation CANNOT replace human processing• RPA is used to automate what humans do. But there are situations where human intervention is

needed. For these cases, you need a Process technology that can loop in the appropriate persons to make an informed decision

• Robotic Process Automations EXECUTE at the pace of humans• If you need high throughout batch oriented integrations RPA may not be the most effective way. UI

adds overhead when transacting against a backend system


UI PathPlay VideoDigitizing Business Processes

With practical AI and Machine Learning with Oracle’s Hybrid Integration Cloud and RPA

Leap in Productivity Potential Immediate improvements in speed to revenue and reduced compliance costs with every robot deployed

OptimizationWith Artificial Intelligence and Machine Learning algorithms

Tactical Execution and End-to-End Process DesignEnable better business outcomes right away

33

https://video.oracle.com/detail/video/5720279981001/uipath-on-track-to-ai-with-oracle-integration-cloud-and-rpa?autoStart=true&q=uipath

https://video.oracle.com/detail/video/5720279981001/uipath-on-track-to-ai-with-oracle-integration-cloud-and-rpa?autoStart=true&q=uipath

34Copyright © 2019, Oracle and/or its affiliates. All rights reserved.

Connecting Retail CallCenter Staff

Play VideoChallengeFragmented order management systems force call center operators to manually research customer inquiries

SolutionModernize ERP with seamless interactions across brands and channels for one view of order status

ProductsIntegration & Process mgt with RPA adapter, ERPs, Customer Service and legacy Order Management systems

Hands Free access to latest order details and automated new vendor updates

1 Viewacross SaaS andon-premises systems for call center staff

CUSTOMER PERSPECTIVE

All the data flow between stores and manufacturing is much easier because the systems know each other very well.

Luca Del Din, Senior Vice President Retail EMEA Luxottica

https://vimeopro.com/ekstasy/oracle-orif/video/251173307

https://vimeopro.com/ekstasy/oracle-orif/video/251173307

3535

. . . Oracle is with you all the way.

Pace of Innovation Never Slows …

Easy. Intuitive.Conversational AI

Continuous InnovationConnected Devices

Faster. More Secure.

Trusted Transactions

Remarkable Inventions

Pervasive AI and Robotics


Thank YouInfo : oracle.com/bots , oracle.com/process uipath.com/partners/technology-partners/oracle

37

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Human Interfaces & Robotic Process Automations Solutions · •For simplicity, you can think of RPA as a software robot that mimics human actions, whereas AI is concerned with the