The Future is Now with Machine Learning and

Intelligent Digital Assistants

Glenn Neuber
Business Lead APJ, Innovation Center Network Silicon Valley/Brisbane
CUSTOMER
SAP Leonardo Digital Innovation System

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The ICN Innovation Engine
Agile as a start-up with the backbone of SAP

Personalized Medicine
Machine Learning

Future of Work

Conversational Applications

Blockchain

Multi-Modal User Experience (AR, VR, ...)

Neuromorphic Hardware

Quantum Computing

EXPLORE IDEATE VALIDATE INCUBATE SCALE

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 Software is becoming smarter
and this changes our daily lives

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Machine Learning is embedded across the SAP portfolio

Available now Wave 2 Wave 3

Finance Cash Application Accounts Payable Predictive Accounting …

Marketing Brand Impact Customer Behavior Segmentation …

Sales Customer Retention Sales Forecasting Profile Completeness …

Service CoPilot Service Ticketing Solution Recommender …

Human Resources Resume Matching Learning Recommender openSAP Translation …

Procurement Financial Advising Goods & Services Classifier …

Supply Chain Forecasting (IBP) Stock in Transit …

Platform Machine Learning Foundation Model Training Infrastructure …

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Example: SAP Brand Intelligence
Optimize your marketing ROI through brand intelligence and sponsorship insights

Select the brands to monitor View analysis in the interactive tool Estimate your brand exposure ROI

Select the brand attributes you View the statistics and compare to Estimate ROI in sponsorship contracts
would like to monitor and the the other brands and optimize logo placement for
media they appear in maximum exposure

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Example: SAP Service Ticketing
Automatic classification and suggested responses of customer service tickets

Categorize tickets Suggest

A solution Boost customer experience
Glimpse at the Solution

Read ticket content, determine category, Provide potential solutions to agent Improve resolution rate, time to
and automatically route ticket resolution, closure rate

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 SAPPHIRE NOW 2017 SAP Customer Retention Demo
Link: https://www.youtube.com/watch?v=RVHXw21hK8w

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Example: SAP Customer Retention

Incoming dynamic data Sort, classify & Identification of customers

from various channels route events who are about to churn

Build an overview of the Identify critical events/ Take proactive actions to

customer journey churn indicators prevent customers from
churning

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Example: SAP Customer Retention
Insights Discovery Engine

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SAP Leonardo Machine Learning – Platform Architecture
Enable developers and partners to apply machine learning

SAP Leonardo Machine Learning Applications

User

API Business Hub

Developer
Invoice Processing Text Data Science Interface
Data
Python Golang Scientist
Profile Matching Image / Video

Service Analytics Advanced Numerical TensorFlow

... ... Docker

ML Business Services ML Technical Services Kubernetes

Provisioning Infrastructure Training Infrastructure

SAP Leonardo Machine Learning on SAP Cloud Platform

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Chatbots Usecase: HanaHaus Bot

HanaHaus:
Public Café & Co-working Space in Downtown Palo Alto by SAP

Motivation
• Enabling HanaHaus customers to interact
with the reservation system using natural language
• Simplify user experience for recurring booking

Features
• Reserve, extend, and cancel reservations through text
messages
• Answer common questions regarding HanaHaus
and the reservation process

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Example: HanaHaus Bot

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Example: HanaHaus Bot

ARCHITECTURE
Reservation
System

Reservation
Twilio
System API

 Intent Matching  Function Execution

 Entity Extraction  Response Repository
 Memory Management  FAQ Handling
HanaHaus Bot

NLP Libraries

Cloud Platform
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Digital Assistant Usecase: SAP Fiori Copilot
Digital Assistant for SAP Applications

Conversational (Multi-Modal) UI
Communicates in natural language via text, gesture or voice.
Enables to converse with others, within the business context.

Business Context Awareness

Offers insights based on roles, context and business situation.
Recognizes business objects on the screen or within conversations.

Quick Actions
Offers suggestions to help decide on the proper course of action.
Quick creation of business objects, prompting for minimal input.

Learns and Recommends

Starting with pre-defined business rules and gradually learning from behavioral data, recommending next best actions to the
user.

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SAP Leonardo Machine Learning Discovery Service
Service Description Applications
Machine learning technology provides new solutions to existing and new  SAP Leonardo Machine Learning
business opportunities. We conduct an onsite workshop with you to define Foundation
an approach for your business to benefit from the capabilities of machine  S/4HANA and other backend
learning. SAP machine learning experts provide guidance about the benefits systems
of machine learning and intelligent application – for potential uses cases and
line of businesses.

Business Benefits Variants & Duration

 Understand the business benefits of machine learning and intelligent  Standard variant: 1 day onsite
applications (3 person days effort based on T&M)
 Define a vision and value proposition for machine learning based on SAP  Variant with extended prototyping:
Leonardo 2 days onsite
 Validate a high level action plan to maximize business benefits (6 person days effort based on T&M)

Delivery Approach Key Deliverables

 Initial customer vision to machine
Discovery Analysis Ideation Prototyping Action Plan learning
 Value proposition based on
Fundamentals & Customer Vision, Imagination and Low fidelity Summary, SAP Leonardo machine learning
SAP machine Goals and Needs Inspiration prototypes Prioritization &
learning vision Next Steps  High level action plan
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Contact Information:
Glenn Neuber
Business Lead APJ, Innovation Center Network Silicon
Valley/Brisbane
glenn.neuber@sap.com