Virtual Agents - BDEW€¦ · Unique range of D&A services Market leader in Data & Analytics (Gartner 2017; Forrester 2017) Trusted technologies and platforms Interdisciplinary teams

Virtual Agents

Alexander HicklKPMG Lighthouse – Center of Excellence for Data & Analytics

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2© 2017 KPMG AG Wirtschaftsprüfungsgesellschaft, ein Mitglied des KPMG-Netzwerks unabhängiger Mitgliedsfirmen, die KPMG International Cooperative („KPMG International“), einer juristischen Person schweizerischen Rechts, angeschlossen sind. Alle Rechte vorbehalten.

KPMG Data & Analytics Is The Global Leader in D&A

~10.000KPMG Benchmarking Samples

600+ D&A solutions

5Global Insight Centers

Frankfurt

Hong Kong

London

New York

Paris

Trustworthy Data- and Technology platforms

Global Alliances

$2.16BillionD&A revenue

10.000+ KPMG D&A experts worldwide

Global leader in Data & AnalyticsGartner Magic Quadrant for

Business Analytics Services, Feb 2017The Forrester Wave™:

Insights Service Providers, Q1 2017

20142017

2016

Americas

EMAASPAC

Global partnerships

Network of local D&A Lighthouses



Cognitive Automation means simulating human thought processes in order to create automated, problem solving IT systems

Data Mining

Pattern Recognition

Robotics

Predictive Analytics

Machine Learning Artificial Intelligence

Voice and Image Recognition

Digital Labor

Natural Language Processing



Benefits of a Virtual Agent

Customer Focus• Customers value easy

access to information and a personalized customer experience.

• Virtual Agents offer these customer-centric interactions.

Automation• Companies need to automate

processes and tasks to increase efficiency, strengthen high-skilled capabilities and stay competitive.

• Virtual Agents provide this kind of automation and can even combine different tasks.

Data-driven Strategy• Companies need to recognize

the full potential of their data and move towards a data-driven business strategy.

• Virtual Agents not only decide on the basis of data but also generate new data and insights, supporting a data-driven strategy.



Virtual Agents In Their Different Forms Social Media

Email & Skype

Messaging Services

Smart Speaker Devices

Physical BotsVirtual Agents



Virtual Agents Are Becoming More Important and Prevalent in Many Different Application Areas

Customer ServiceVirtual Agent providing data-driven answers to simplify difficult customer queries

.

Sales

Digital Assistants are learning from customer segments & preferences

to provide tailored offerings.

Internal Process Optimization

Digital Assistants supporting the automation of administrative tasks and processes, e.g. granting permissions

Definition

Virtual digital assistants (VDAs) are automated software applications

that assist in an intuitive & personal way

Gartner 2016

By 2020, 25% of Customer Service and Support operations will integrate Virtual Customer Assistants technology across

engagement channels

“”



Use Cases

Sales Customer ServiceInternal ProcessOptimization

Sell spare parts & additionalservices

Answer simple support questions

Updatingmasterdata

Sorting and channeling feedback

Sellingservices

Recommendingserviceproviders

Sellinggoods

Shopping consultation

Providing detailed product information

Closing contracts

Productcomparison

Processingitemreturns

Up-Selling& Cross-Selling

Helps to find the most suitable shop nearby

Deadlinefollow-up

Collects time criticalinformation

Smart consultation

Negotiatewithsuppliers

Schedulingappoint-ments

Forwards user to the right contact person

Processing paymentdisputes

Simplifies an existing ticketing system

BusinessAlerts

Bookingflights and hotel rooms

Scheduling meetings



Business Case

Cost Saving

Virtual Agents can do the work of many people in a minimum of time, e.g. An US Bank expected to handle 1.7 Mio. access requests this year like granting access to software systems and responding to IT requests, such as resetting an employee‘s password, doing the work of 140 People

Benefits for Businesses

Increased level of motivation- and employee satisfaction (focus on value-adding activities)

Better insights due to higher measurability of performance

Multilanguage skills increases customer base

Standardization of processes and operations

Higher degree of automation increases accuracy and speed of request completion

Customer Value

Multilanguage and personalizedresponses

Identification of customer preferences and interactivity enhance customer experience

Constantly increasing quality due to self-learning

50% Less Processing time• 24/7 availability• Instantaneous response



Detailed Features

Usage of decision modeling for conversation flowto ensure transparency & flexibility while makingsolution future-proof

Use text mining methods and neural networksto provide a AI-like experience for the end-user<

Business logic

Retrain models to learn from user interactions on a regular basis

Accuracy will iteratively improve with each use and the bot will learn to respond to new scenarios

Self learning

Extend bot’s cognition capabilities by connecting external data sources (e.g. weather)

Map requests to relevant company sources (e.g. product, service requests, etc.)

Data Source Integration

Fully automate processes end-to-endin cases where not interfaces are available(i.e. direct input in SAP)

Robotics Process Automation



Example: Virtual Agent for Customer Service

Customer enters a question/request

Virtual Agent providesrequested information or shows the requested task

If necessary, assistance in further requests3.

2.

1.



KPMG Offers a Customized Virtual Agent Solution through a Unique Skillset

Unique KPMG approach KPMG Bot Framework KPMG Decision Bot

Customized text mining framework to deliver tailored solution Engine for connection of internal /

external data sources or APIs

KPMG Virtual Agent

Unique range of D&A services

Market leader in Data & Analytics (Gartner 2017; Forrester 2017) Trusted technologies and platforms Interdisciplinary teams of data

scientists, software and data engineers as well as D&A and sector-specific consultants

We provide long-standing expertise in process optimization, compliance, accounting, audit, etc., a strong data scientist team and a set of global technology alliances, which makes KPMG the preferred partner for a tailored Chatbot solution.

Alliances with global leaders providing technology stack Acquisition of KIANA, Data

Science and Text Mining experts and a spin-off of the DFKI

Alliances/Partnerships

Modelling and integration of decision models that drive conversation Rules based and automated modelling

using machine learning Decision models can be used by other

applications to ensure consistent decision making process

Agility: Think big, start small, iterate fast! Business and sector-specific modelling Integrated business process optimization Retaining flexibility to adjust technology /

architecture and incorporate future requirements


Document Classification: KPMG Confidential

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© 2016 KPMG AG Wirtschaftsprüfungsgesellschaft, ein Mitglied des KPMG-Netzwerks unabhängiger Mitgliedsfirmen, die KPMG International Cooperative („KPMG International“), einer juristischen Person schweizerischen Rechts, angeschlossen sind. Alle Rechte vorbehalten. Der Name KPMG und das Logo sind eingetragene Markenzeichen von KPMG International.

Contact

Alexander HicklManagerLighthouse Germany – Center of Excellence Data & AnalyticsT +49 151 2046 [email protected]

KPMG AG WirtschaftsprüfungsgesellschaftGanghoferstr. 2980339 München


I M P R E S S U M BDEW-Fachtagung „16. Wasserwirtschaftliche Jahrestagung“ von Montag, 11. September 2017 bis Dienstag, 12. September 2017 in Berlin Veranstalter und Herausgeber EW Medien und Kongresse GmbH Kleyerstraße 88 60326 Frankfurt am Main www.ew-online.de Ansprechpartner/in Denise Ahrendt E-Mail: [email protected] September 2017 Copyright: Sämtliche Texte, Bilder und andere veröffentlichten Informationen sind urheberrechtlich geschützt und unterliegen dem Copyright von EW Medien und Kongresse GmbH. Jede Verwertung außerhalb der engen Grenzen des Urheberrechtsgesetzes ist ohne Zustimmung von EW Medien und Kongresse GmbH unzulässig und strafbar. Das gilt vor allem für Vervielfältigungen in jeglicher Form, Übersetzung, die Einspeicherung und Verarbeitung in elektronischen Systemen, sowie Verlinkung, Weiterleitung per Mail oder Verbreitung auf Websites oder im Intranet.


�Virtual AgentsKPMG Data & Analytics Is The Global Leader in D&ACognitive Automation means simulating human thought processes in order to create automated, problem solving IT systemsBenefits of a Virtual AgentVirtual Agents In Their Different FormsVirtual Agents Are Becoming More Important and Prevalent in Many Different Application AreasUse CasesBusiness CaseDetailed FeaturesExample: Virtual Agent for Customer ServiceKPMG Offers a Customized Virtual Agent Solution through a Unique SkillsetContact

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Virtual Agents - BDEW€¦ · Unique range of D&A services Market leader in Data & Analytics (Gartner 2017; Forrester 2017) Trusted technologies and platforms Interdisciplinary teams