SAP CAI

1. SAP CONVERSATIONAL
AI AND THE HANDS-FREE UI
SIT CPH 2019 – 04/05-2019
@ChristianLSor

2. ORDER OF THE DAY
• Terms & Definitions
• How does a computer learn and
understand language?
• Real use cases
• SAP and the DIY Chatbots
• The SAP IRPA
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3. WHAT IS
CONVERSATIONAL
AI?
DEFINITIONS AND BASIC
PRINCIPLES
@ChristianLSor

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DEFINITIONS
4
A computer or program that
understands, and can react to,
natural language.
3 main components:
- Language detection
- Language understanding
- Process the meaning
From preprogramed commands, to actual
understanding.
@ChristianLSor

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EXAMPLE
• Something as simple as “hello” can
come in many forms:
• “Hey, hi, hiya, yo, hello, ‘ello!” - Usual
• “Ciao, hola, moin, hva saaatan” – mix of
language
• Synonyms: When does “hi” actually mean
“goodbye?”, when does “good morning”
mean “hello”, and when is it just “a
morning to be good”.
5@ChristianLSor

6. HOW DOES A
COMPUTER
UNDERSTAND
LANGUAGE?
@ChristianLSor

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DEEP LEARNING: NATURAL LANGUAGE PROCESSING
A QUICK OVERVIEW
• Lexical Analysis: How do we boil down the
words (and position of words) into math?
• Syntactical: Discern the grammar, word
meaning (nouns etc..)
• Semantic: Sentiment analysis, relationships,
entity recognition, question answering
7@ChristianLSor

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NLP: AN AIRLINE EXAMPLE
• Consider the following sentence:
• ”Please book a ticket to Barcelona, this
Monday, before 12.”
”Please book
a ticket
to Barcelona
, this Monday, before 12”
• Syntactical:
• Please, meaning ”Do”.
• ”Book” is the verb
• ”Barcelona” is a destination, not a football club.
• ”Monday” is time.
• Semantic:
• ”Book” refers to ”a ticket”
• ”Barcelona” is the destination of the ”ticket”
• The date: Does it refer to ”Do” or ”ticket”?
8@ChristianLSor

9. REAL LIFE USE
CASES
@ChristianLSor

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THE OFFICIAL H&M CHATBOT
How it’s being used:
• Help mobile customers navigate their
search through outfit possibilities
• H&M’s chatbot leverages the following
information:
• Defines your gender and style
• Suggests outfits and the total price for all
items
• If you dislike the suggested outfit, the
chatbot will select a different outfit
10@ChristianLSor

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FIRST JOB – RECRUITMENT THROUGH SOCIAL NETWORKS
• How it’s being used:
• Mya is an A.I. recruiting assistant that
manages large candidate pools
• Mya can talk to thousands of candidates at
once through SMS, Facebook, Skype, email,
or chat
• Mya:
• asks prescreen question
• responds to FAQs
• delivers application progress updates
• gives tips and guidance to candidates
11@ChristianLSor

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HONORABLE MENTIONS: THE ”GENERAL PURPOSE”
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Root – dispatcher bot
Subbot 1: Get the weather
Subbot 2: Shopping
Subbot 3: Home assistant
@ChristianLSor

13. SAP CAI –
COMPONENTS
@ChristianLSor

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CHATBOT LINGO (1/3): INTENTS
• Intents are helpful to determine the
overall meaning of a sentence
• We need to know what the user wants to
do
• Intents are the overall ”context” of a
sentence
• ”Greetings”, ”Check order”, ”Buy new
[item]”, “Get lightsaber”, “Sleep in
Tauntaun” are all examples of ”Intents”.
14@ChristianLSor

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CHATBOT LINGO (2/3): ENTITIES
• Entities are designed to solve this
problem: they extract key information
in a sentence.
• Intents make you understand that you
have to do something. Entities help you
actually do something.
• The entities extracted will help
understand what is going
wrong, where and since when.
15@ChristianLSor

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CHATBOT LINGO (3/3): SKILLS
• Intents helps you understand the user
• Entries helps you understand what the
user wants
• Skills is when you bot puts that
knowledge into action
16@ChristianLSor

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SAP AND CHATBOTS: SAP CAI
• Open, free and accessible
• Powerful logic and memory
management
• Native integration to any channel
• Rich messaging and redirections
• Webhooks and integrations
17@ChristianLSor

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SAP CAI: POSSIBILITIES
• Improve customer service, with intent-driven
interactions
• Streamline the shopping process. It only takes
to write what you want to the chatbot and the bot
will send the information to the sales department.
• Personalize communication. A chatbot answers
the specific questions of visitors instead of
displaying a long list of information.
• Automate repetitive tasks. Most customers want
to get answers on the same questions—When do
you work? What is your location? Do you make
deliveries? In order not to write the same answers
every time, make a chatbot. It reduces your
employees’ workload.
18@ChristianLSor

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SAP INTELLIGENT ROBOT PROCESS AUTOMATION
_ SAP Intelligent Robotic Process
Automation is a complete
automation suite from SAP
Leonardo.
_ Software robots mimic humans by
replacing manual clicks, interpret
text-heavy communications, or
make process suggestions to end-
users for definable and repeatable
business processes.
20@ChristianLSor

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INTERNT
KMD A/S
INTERNT
KMD A/S
SAP INTELLIGENT ROBOTIC PROCESS AUTOMATION
21@ChristianLSor