IPsoft Cognitive Platform Overview · Autonomics and Cognitive solutions for next generation IT and Business Process automation. Proven & Trusted 18 years in business, 2000 employees,

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IPsoft Cognitive Platform Overview


We are IPsoft!

To power the world with intelligent expert systems,

eliminate routine work and free up brainpower for

innovation and high impact activity

Our mission is simple:


London

Demonstrated ValueGuaranteed ROI through operational

efficiency

ExpertiseAutonomics and Cognitive solutions for next

generation IT and Business Process automation.

Proven & Trusted18 years in business, 2000 employees, 550 clients,

earnings reinvested in technology.

Global ReachInfrastructure & Service Operations in 14 offices and

10 countries across 4 continents.

Chicago

Bangalore

Austin

San Francisco

Tokyo

Sydney

Toronto

Where are we?

New York

Stockholm

Amsterdam

Frankfurt

Oslo

New York


•Remote Infrastructure and Application Management

•Delivered through unique autonomic technology

•Leverages ITSM IPcenter

•Immediate effectiveness, global coverage

•IPcenter platform + knowledge base (20k library)

•Automates entire functional areas

•Pattern recognition / Learning engine

•Eliminate +60% of incident remediation

•CMDB, Monitoring, Ticketing, Integration

•Cognitive science for Business Process automation

•Next wave of labor automation efficiency

•Natural language programming

•Real Understanding

•Tackle over 50% of operational costs

IT Managed Services

Autonomic Technology

Platform

“Give you the tools to automate your Infra

through AI”

“We run your Infra for you using our AI

tools”

Cognitive Technology

Platform

“Replace human to human interactions

through AI”

or

What do we do?


From Virtual Engineers to Virtual Agents

Human Engineers Virtual Engineers:

Highly adept at Human-to-Machine and Machine-to-Machine

interactions.

Impacts 75% to 90% of L1 tasks, and 30% to 40% of L2 tasks.

Existing automations for the majority of events, incidents, and change

requests in traditional service operations.

Human Agents Virtual Agents:

Addresses the Human-to-Human interaction and Process

demands of business operations.

Impacts nearly all L0 tasks, most L1 tasks, and increasingly L2

activities as well.

Drives not only cost savings, but revenue and customer

satisfaction


Meet Amelia, your new Digital Employee

Her mission

Deliver best-in-class service to your customers, fully automating

human-to-human interactions and process execution

Her five core capabilities

1. Services your customers in natural language, answers their

questions or executes a service or sales process

2. Knows how to operate all your IT systems

3. Monitors your client’s sentiment and adapt accordingly

4. Learns best practices directly from your top employees

5. Provides you instant scalability


AmeliaSubject Matter Experts

Knowledge Artifacts

Standard Operating Procedures

Process Workflows

Frequently Asked Questions

Mentor (SME) Observation

Live Escalations

Chat Transcripts

High Quality Call Recordings Transcripts

Knowledge Artifacts

Direct Configuration

FAQ Definitions

Process (BPN) Instructions

Language and Grammar

CognitiveEngineers

How do we train Amelia?

Cognitive Engineering

FAQ Definitions

Process (BPN) Instructions

Language and Grammar

Machine Learning and DNN

Testers

Train

QA

Test


Integration Points

• Mobile: Mobile SDKs for integration into customer developed mobile applications.

• Chat: Java client for integration into 3rd party chat systems.

• Web: Embed Amelia in existing customer sites.

• Single Sign-on: Integrate with customer identity management systems.

• Backend Systems: Integrate with customer backend systems in devices with Mule and/or IPautomata.


Introducing VGZ

11

Trend Idee PoC Pilot Productie

Jaar 3Jaar 2Jaar 1

Pilot

12

Achtergrond

Content per

kanaal

Complexiteit

BV-AV-Mix-

Collectiviteit

Zorgpiek Vergoedingen

Jaarlijkse

wijzigingen

13

Visie

14

Resultaten eerste testGoed antwoord

Vraag niet herkend

Verkeerde intentie

Niet tot antwoord /

escalatie

Foutief antwoord

Lessonslearned

Amelia is

minder

geavanceerd

dan gedacht

Veel meer

analyse en

modelleerwerk

Potentie:

klanten echt

helpen!Status

Nederlands <

Engels

Mogelijkheden

buiten

oorspronkelijk

doel

Lessons learned

16

Demo

17

Fase 2Modulaire opbouw

Tabelinrichting

Classifiers

Second lane

Knoppen

Geen avatar

18

19


Deployment and Training


High volumes – higher impact, faster Amelia training and quicker

improvement

Well documented – strong basis for training Amelia.

High-performance interactions recorded – as means to train Amelia’s

episodic memory

Underlying technology is open, well documented – minimizing complexities

for interfacing with back end systems

Amelia in a client-facing role – usually greater cost impact on your

operations, can push growth as well as cost contention

Amelia as advisor – does not conduct analytics on your operations, rather

picks up conclusion from your analytics platform

Process eligibility checklist


Key activities

Deliverables

COGNITIVE

Discovery

COGNITIVE

Training

COGNITIVE

Live

COGNITIVE

Operations

2-3 weeks 3 months 1 month Ongoing

Strategy & Analysis Production Pilot Scale to Production Continuous Improvement

▪Design ‘to-be’ situation in

detail

▪Build – test – deploy

▪ Integrate with key

technologies

▪Conduct Phase 1 Scope

▪Analyze Results

▪Evaluate CSF’s

▪Validate feasibility and

business case

▪Define production

deployment scope and plan

▪Communicate findings

▪ Identify & gather additional

data sources

▪Prepare and curate data

▪ Ingest data

▪Train & tune

▪Enable & transform the

organization

▪Deploy applications

▪Monitoring quality of

service

▪Monitor & update

knowledge

▪Manage environments

▪Monitor & assess

performance

▪Provide ongoing

technology support

▪Understand goals &

expectations

▪Analyze current candidate

activities

▪Define business case

▪Define Phase 1 scope

based and Use Case(s)

▪ Identify system integration

candidates based on use

cases

▪Define system integration

scope

▪Establish Critical Success

Factors (CSFs)

▪Phase 1 Solution

▪Phase 1 Report on

feasibility and business

case validations

▪Deployment scope & Plan

for Production

▪Deployed solution

▪Trained Organization

▪Benefits Reporting

▪Operation as per SLAs

▪Technical reporting

▪Business case monitoring

▪CSF Tracking

▪As-is Analysis

▪Use Case Documentation

▪Business case

▪Production Pilot scope

Sample Deployment Timeline


Consumer

2. Escalate

• Handle Value Calls

• More Customer Intimacy

• Amelia monitors and learns

Existing IT

Systems

4. Execute / Orchestrate systems

• Invoke API’s / Services

• Coordinate apps calls

• Works just like another employee, fully

observant of security framework

Knowledge

Engineer

3. Train and refine

• Business process update

• Ontology refinement

• Monitor / boost effectiveness

• Episodic memory enhancements

1. Interact and service

• Converse in natural language

• Multiple channels (web, phone,

app, ...)

• Provides understanding and

emotion monitoring

Subject

Matter

Experts

Our typical deployment requires

putting in place and making ready

these four elements

Deployed Amelia Interfaces

Amelia as

single POC for

your clients


Training Examples (SLU -> BPN)


Thank You

Documents

IPsoft Cognitive Platform Overview · Autonomics and Cognitive solutions for next generation IT and Business Process automation. Proven & Trusted 18 years in business, 2000 employees,