INTERNAL

Kenneth StevensGlobal Head of Platform & Technologies Presales, SAP

AI Convention Europe @ Event Lounge Brussels, October 3rd 2019

The Intelligent EnterpriseA Strategy for Success in the Experience Economy

Welcome to the

ExperienceEconomy

of consumers switch brands due to a poor experience

80%

of the workforce is disengaged2/3

employees turn over every month

2M

It has never been easier to createA bad experience

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Operational Data

Experience Data

WHATis Happening?

WHYis it Happening?

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Win rate

Inventory turnover

Financials

Employee attrition

Profitability

Cart abandonment

Operational Data

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Customer satisfaction

Purchase intent

Employee engagement

Product feedback

NPS

Brand perception

Experience Data

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Helping Companies Become an Intelligent Enterprise

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What is an Intelligent Enterprise?

Are your products, services, and processes improving automatically over time, and as people use them?

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Transformworkforce engagement

Deliver a step-change in productivity

Redefine the end-to-end customer experience

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Redefine the end-to-end Customer Experience

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Intelligent User Experience

FULL VIEW OF CUSTOMER

CUSTOMER PROFILE

ARTIFICIAL INTELLIGENCE

INTEGRATION WITH DIGITAL CORE

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ChallengeIncreasing number of demands to handle, overpowering an already maxed-out customer support service.

SolutionAutomate parts of customer account management to provide 24/7 availability while reducing the support workload.

OutcomeConversation duration is reduced by half because clients have direct access to all relevant information. Over 90% of SFR customers are talking to the correct agent on the 1st call. The bot fully manages 22% of all conversations.

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ChallengeReduce the number of calls to the client’s call center whilestill providing outstanding support

SolutionAutomate the process of modifying, cancelling or suspending insurance contracts

OutcomeThe team now manages the 2 months of rush of the year with100 people and the bot, instead of 400 people.

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Deliver a Step-Change in Productivity

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Intelligent Enterprises Elevate Employees on Higher-Value Tasks

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40% 70% 94%

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Transform Workforce

Engagement

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The Intelligent EnterpriseMachine Learning Roadmap Excerpt

Learning Recommender

Job Analyzer

Employee Self Service Bot Total Workforce

Insights

Resume Matching

Manager & Administrator Self

Service Bot

Career Planning "People like me"

Knowledge Bots

Payroll Fraud Detection

SAP Fieldglass Live Insights

Job Matching for Candidates

Support and Productivity

BotsJob Seeker Resume Ranking

Intelligent Customer Experience Suite

Lead Intelligence

Customer Retention

Ticket Intelligence

Product & OfferRecommendation

Influencer Map & Deal Finder

Multi-TouchCustomer Attribution

Contextual Merchandizing

Self-Writing Expense

Computer VisionReceipts

Anomaly Detection

AI ExpenseApprovals

Invoice Digitization

AI InvoiceProcessing

Itinerary Capture

Chatbot BookingsRisk Impact

Predictions

AutomatedDuty of Care

Proactive Assistant

SemanticContract Repository

Item Recommendation

Self-Service Contracts

Attribute Normalization

Semantic Search

Item Normalization

Sourcing OptimizationSourcing

Recommendation

Job Matching

TimesheetAnomalyDetectionProgram Office

Guidance

JobNormalization

Statement ofWork Builder

Contract Consumption

SAP TaxtCompliance Smart

Automation

Payment Block – Cash Discount at Risk

Smart Alerts for Real Spend and P&L Analysis

Demand-Driven Replenishment Adjustment

Stock in Transit

Sales Performance Prediction

CashApplication

Machine Learning

Predictive Engineering

InsightsPredictive & Prescriptive

Maintenance Demand Sensing

Predictive Overall Equipment

EffectivenessPredictive Quality Management

Smart Worker Enablement on

Shop FloorSupply Chain Segmentation

Advanced Forecast AccuracyManufacturing &

Supply Chain

Chatbot Bookings

Rainforest Connection0 0.05 0.1 0.15 0.2 0.25 0.3 0.35

MACAW_4QoY

MACAW_4_DELTAMACAW_3_DELTA

AMAZON_5HOUR

AMAZON_4

Brand Experience

ProductExperience

DataManagement

AI | IoT | Analytics

CloudPlatform

EmployeeExperience

CustomerExperience

CustomerExperience

Manufacturing& Supply Chain

DigitalCore

Network & SpendManagement

PeopleEngagement

TransformWorkforce Engagement

Deliver a Step-Change in Productivity

Redefine the End-to-End Experience

INTERNAL

Kenneth StevensGlobal Head of Platform & Technologies Presales, SAP

AI Convention Europe @ Event Lounge Brussels, October 3rd 2019

The Intelligent EnterpriseA Strategy for Success in the Experience Economy