1. 1
Applying AI & Search in Europe
– Featuring 451 Analyst

2. 2
Todays Speakers
Simon Taylor
VP Global Partners & Alliances
Lucidworks
Matt Aslett
Research Vice President
451 Research

3. 3
Search & AI
Application in the
Current Pandemic
Where to Focus to ease the Burden of doing Business

4. 4
We’re now living in a different world…
G E N E R A L T R E N D S *
o 48% of the market is still formulating its digital transformation planning
o 89% of consumers are concerned with protecting their personal data online: Covid-19 bad actors
o 76% of consumers are likely to switch to an alternate online vendor: poor experience / Covid-19
o 47% of digitally aware consumers would prefer virtual assistants to save time vs. call center
N E E D S *
o Measure digital performance relative to the customer experience
o Improve personalised digital experiences for content and commerce along with customer data and
intelligence platforms
o Use of virtual assistants to ease capacity issues relative to accessing relevant information and
deflection of expensive call service interactions
o Improve employee information access in the new “Working from home” situation
*451 Research, LLC – Copyright, March 2020

5. TRANSITIONING TO A VIRTUAL
DIGITAL WORKPLACE
IS CHALLENGING

6. 78% of businesses believe Covid-19 has already
had a negative operational impact.
75% already have or will be implementing expanded
work-from-home policies in response to the crisis
38% that think work-from-home policies will become
be long-term or made permanent.
62% have already experienced a fall in employee
productivity, or expect to in the next three months.
41% report having already felt an internal strain on
their IT resources.
22% have delayed/halted rolling out of new products
or services.
Coronavirus quick fixes aren’t scalable; business leaders must rethink work itself | 451 Group Research March
20th , 2020

7. Top Priorities
ACHIEVE A UNIFIED SINGLE SOURCE OF
INFORMATION [INC. CUSTOMER DATA]
GAIN RICHER SOURCES OF DATA FOR LINE
OF BUSINESS DECISION MAKERS
Voice of The Enterprise: Workforce Productivity & Collaboration, Employee Lifecycle | 451 Group Research, Q2
2019

8. We need to connect people to data
insight?
Predictable, organisationally defined data access
BEFORE
Empowered data consumers seek insight and
drive productivity on their own
NOW

9. Data Scientist Driven Activity Business Alignment
Meet the “Last Mile Problem”
BigDataManagement
&Analytics
❶ ❷ ❸ ❹ ❺ ❻ ❼ ❽
Problems with Activating Data for Digital Transformation

10. Data Scientist Driven The Last Mile Problem
Reduced Time to Value
Quantifiable & Faster ROI
Search,Discovery&
OperationalAI
BigDataManagement
&Analytics
❶ ❷ ❸ ❹ ❺ ❻ ❼ ❽
❶ ❷ ❸ ❹
Direct Alignment with Business Needs
Problems with Activating Data for Digital Transformation

11. The Digital Transformation
Question?
To AI or not to AI?

12. What goes wrong with AI in Digital
Transformation Projects?
 BAD DATA IN = BAD RECOMMENDATION OUT. FALSE
POSITIVES REDUCING CONFIDENCE IN MACHINE LEARNING
 LONGER TERM COMPLACENT DEPENDENCIES ON
“INFALLIBLE” MACHINE LEARNING
 IN ABILITY FOR AI TO TAKE ACCOUNT OF THE WIDER
CONTEXT OF BUSINESS NEEDS / OUTCOMES

13. Challenges Adopting AI & ML
IT Teams
May misunderstand both the business
objectives and the machine learning model.
Business Leaders
Define the business goals that want to pursue
with AI, but they don’t usually understand the
challenges and limitations of building ML models
Data Scientists
Understand machine learning, but they might
not truly understand the business objectives
and they may build “hungry” models that
consume too many IT resources
1 2
3

14. Artificial Narrow Intelligence (ANI) is the AI
that exists in our world today,
programmed to perform a single task —
whether it’s checking the weather, being
able to play chess, or analyzing raw data to
to write journalistic reports.
Artificial General intelligence (AGI) or refers to
machines that exhibit human intelligence. In
other words, AGI can successfully perform any
intellectual task that a human being can being
conscious, sentient, and driven by emotion
and self-awareness.
ANI systems can process data and complete
tasks at a significantly quicker pace than any
human being can, which has enabled us to
improve our overall productivity, efficiency,
and quality of life e.g. assist doctors to make
data-driven decisions, making healthcare
better
AGI is expected to be able to reason, solve
problems, make judgements under uncertainty,
plan, learn, integrate prior knowledge in
decision-making, and be innovative,
imaginative and creative.
It’s all about Operationalising AI

15. “Machine learning is a method of data
analysis that automates analytical model
building. It is a branch of artificial
intelligence based on the idea that systems
can learn from data, identify patterns and
make decisions with minimal human
intervention.”
SAS INSTITUTE INC. 2019

16. How to Implement Machine Learning
A FRAMEWORK FOR APPLYING AI IN THE ENTERPRISE
GARTNER INC. 2017

17. ML-Powered Search Learning Maturity
Self-Learning
Taxonomies/Entity
Extraction
Automated
Relevancy Tuning
Query Intent
Prediction
Keyword Search

18. Many AI tools’ designs start
with just data, not the human
question. Thus, a great AI
platform focuses on an answer to
the question by using search,
rather than just being tool based.
AI AUTHORITY
CHAO HAN, HEAD OF DATA SCIENCE, LUCIDWORKS
SEPT 2018

19. FILTER
VISUALIZATION
ACTIVITY
CONTENT
INDEX
NATURAL
LANGUAGE
BOOSTED
RESULTS
MACHINE
LEARNING
QUERY RULE
MATCHING
USER
SIGNALS
FACET, TOPIC
& CLUSTER
D ATA
Human
Generated
System
Generated
Application
Generated
S O L U T I O N
Digital
Workplace
NATURAL
LANGUAGE
MACHINE
LEARNING
QUERY RULE
MATCHING
USER
SIGNALS
FACET, TOPIC
& CLUSTER

20. 20
HYPER PERSONALISATION
Go beyond using static rules and profiles. Instead dynamically
customise the experience for each data consumer.
Use AI and machine learning to predict user intent and give
employees the insights they need, when they need them.
Maximise the opportunities to tailor content that fits each
and every employee’s wants and needs.
Explore
Curate
Integrate
MACHINE LEARNING

21. Use Case Examples
Digital Commerce
Predictive
Merchandising
Catalog Search
Sentiment Analysis
Personal
Assistant/Chatbots
Digital Workplace
Scientific Research
Call Center
Prioritisation
Support Deflection
Natural Language
Search
Fraud Detection

22. Advanced connectors and AI enrichment,
delivered by intuitive applications created with App Studio,
deployed on-prem or as a multi-tenant cloud managed
service.
D ATA
Any format,
any platform
S O L U T I O N
Personalised
insights for each
individual
STORAGE
& SEARCH
INTENT
PREDICTIO
N
APP
CREATION
DATA
INGEST &
PREP
F U S I O N P L AT F O R M
Human
Generated
System
Generated
Application
Generated
Digital
Workplace

23. STORAGE & SEARCH INTENT PREDICTION APP CREATIONDATA INGEST & PREP
NLP: NER, phrases, POS
Document classification
Anomaly detection
Clustering
Topic detection
Search engine &
data processing
Connectors
ETL pipelines
Scheduling & alerting
SQL engine
Rules engine
Query pipelines
Query intent detector
Automatic relevancy
Signals & query analytics
Recommenders
A/B testing
Modular components
Stateless architecture
User-focused experience
Geospatial mapping
Results preview
Rapid prototyping
S C A L A B L E O P E R AT I O N S
SECURITYCDCRCLOUDSCALABLEEXTENSIBLE

24. ML for Anomaly Detection on Data
Ingest

25. Signals ML for Query Rule Rewrite

26. D ATA
Any format,
any platform
Human
Generated
System
Generated
Application
Generated
Index Search Intent BuildApp
S O L U T I O N
A S S E M B LY
Digital
Workplace
RULE
ENTITY
ML
NLP
BOOST
SIGNAL
R A P I D A S S E M B LY P L AT F O R M
FUSION
Q&A Chatbot
FUSION
Risk Analysis
FUSION
Workplace Search
S O L U T I O N T E M P L AT E S

27. R E A L - L I F E E X A M P L E S
Lucidworks Fusion
powers connected
experiences
Customer
Care
Investigation Employee
Q&A
Supply
Efficiency
Compliance
& Audit

28. C A S E S T U D Y
Single, global source of truth
in their knowledge management
application
An accurate picture
of client interactions and expertise
Content disambiguation
10MD O C U M E N T S M A N A G E D
40KEMPLOYEES

29. C A S E S T U D Y
Better customer support
Putting the right information in front
of customers in fewer clicks
Improved support calls
Shorter wait times, and a more
engaged support
Reinvest savings
200%I N C R E A S E I N C T R
50KF E W E R S U P P O R T T I C K E T S
34%C A L L D E F L E C T I O N
91%R E D U C T I O N I N T C O

30. C A S E S T U D Y
More searches converted into sold
tickets
Full-site search on iOS & Android
mobile apps
33%I N C R E A S E I N C O N V E R S I O N
63%I M P R O V E M E N T I N V I S I T O R S
15%R E V E N U E AT T R I B U T E D T O S E A R C H

31. 31
Q&A

32. 32
THANK YOU
Get In Touch!
Email: teameurope@lucidworks.com