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Reflected Intelligence: Real world AI in Digital Transformation

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The goal of most digital transformations is to create competitive advantage by enhancing customer experience and employee success, so giving these stakeholders the ability to find the right information at their moment of need is paramount. Employees and customers increasingly expect an intuitive, interactive experience where they can simply type or speak their questions or keywords into a search box, their intent will be understood, and the best answers and content are then immediately presented.
Providing this compelling experience, however, requires a deep understanding of your content, your unique business domain, and the collective and personalized needs of each of your users. Modern artificial intelligence (AI) approaches are able to continuously learn from both your content and the ongoing stream of user interactions with your applications, and to automatically reflect back that learned intelligence in order to instantly and scalably deliver contextually-relevant answers to employees and customers.
In this talk, we'll discuss how AI is currently being deployed across the Fortune 1000 to accomplish these goals, both in the digital workplace (helping employees more efficiently get answers and make decisions) and in digital commerce (understanding customer intent and connecting them with the best information and products). We'll separate fact from fiction as we break down the hype around AI and show how it is being practically implemented today to power many real-world digital transformations for the next generation of employees and customers.

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Reflected Intelligence: Real world AI in Digital Transformation

  1. 1. Trey Grainger Chief Algorithms Officer Reflected Intelligence: Real-world AI in Digital Transformation October 17, 2019
  2. 2. Who are we? 300+ CUSTOMERS ACROSS THE FORTUNE 1000 400+EMPLOYEES OFFICES IN San Francisco, CA (HQ) Raleigh-Durham, NC Cambridge, UK Bangalore, India Hong Kong The Search & AI Conference COMPANY BEHIND D E V E L O P M E N T, H O S T I N G , & S U P P O R T
  3. 3. Trey Grainger Chief Algorithms Officer
  4. 4. Digital Transformation Artificial Intelligence Reflected Intelligence
  5. 5. Artificial Intelligence Reflected Intelligence Digital Transformation
  6. 6. Digital transformation is the process of using digital technologies to … meet changing business and market requirements. -- Salesforce.com Digital transformation is a foundational change in how an organization delivers value to its customers -- CIO.com Digital transformation is the strategic adoption of digital technologies, such as a digital workspace, to improve processes and productivity -- Citrix Digital business transformation is the process of exploiting digital technologies and supporting capabilities to create a robust new digital business model. -- Gartner
  7. 7. Median Wage ( Q1 2019): $47,060 Source: US Bureau of Labor and Statistics Pay Required to Stop Using Search Engines: $17,530 That’s a 37% foregone wage increase before taxes!
  8. 8. Find the right product Connect to the best person Resolve a problem Know exactly what to do next Drive relevant conversations Ask questions naturally Find Experts See what you asked for The universal user interface
  9. 9. Search has become today’s de-facto user interface for delivering Digital Transformation for seeking knowledge & information
  10. 10. 20 Years Ago: Search was navigating a Directory of websites.
  11. 11. 10 Years Ago Search was finding 10 Blue Links
  12. 12. Search Appliance Enterprise attempts from those eras have failed.
  13. 13. Today’s Search Is: •Domain-aware •Assistive •Contextual & Personalized (location, last search, profile) •Conversational •Multi-modal (Text, Voice, Images, Event/Pushed-based) •Smart (AI-powered) •Beyond links and information to Answers and Action
  14. 14. The world’s leading AI-powered Search Platform Personalizes search with applied machine learning Proven on the world’s biggest information systems
  15. 15. What is ?
  16. 16. AI? Machine Learning? Data Science? Neural Search? AI-Powered Search? Deep Learning?
  17. 17. Digital Transformation Reflected Intelligence Artificial Intelligence Digital Transformation Reflected Intelligence
  18. 18. AI-powered Search
  19. 19. AI-powered Search Question / Answer Systems Virtual Assistants • Question / Answer Systems • Virtual Assistants • Chatbots • Rules-based Relevancy • etc.
  20. 20. AI-powered Search Question / Answer Systems Virtual Assistants • Question / Answer Systems • Virtual Assistants • Chatbots • Rules-based Relevancy • etc. • Signals Boosting Models • Learning to Rank • Semantic Search • Collaborative Filtering • Personalized Search • Content Clustering • NLP / Entity Resolution • Semantic Knowledge Graphs • Document Classification • etc.
  21. 21. AI-powered Search Question / Answer Systems Virtual Assistants • Signals Boosting Models • Learning to Rank • Semantic Search • Collaborative Filtering • Personalized Search • Content Clustering • NLP / Entity Resolution • Semantic Knowledge Graphs • Document Classification • etc. • Neural Search • Word Embeddings • Vector Search • Natural Language Understanding • Image / Voice Search • etc. • Question / Answer Systems • Virtual Assistants • Chatbots • Rules-based Relevancy • etc.
  22. 22. People to People People to Information People to Insights Search + AI =
  23. 23. Giant Graph of Relationships... Trey Grainger works for Lucidworks. He spoke at the Activate 2019 conference. #Activate19 (Activate) was held in Washington, DC September 9-12, 2019. Trey got his masters degree from Georgia Tech. Trey’s Voicemail
  24. 24. Digital Transformation Artificial Intelligence Reflected Intelligence Artificial Intelligence Digital Transformation
  25. 25. Significance of Feedback Loops User Searches User Sees Results User takes an action Users’ actions inform system improvements
  26. 26. Signal Collection & Processing User Searches User Sees Results User takes an action Users’ actions inform system improvements User Query Results Alonzo ipad doc10, doc22, doc12, … Elena printer doc84, doc2, doc17, … Ming ipad doc10, doc22, doc12, … … … … User Action Document Alonzo click doc22 Elena click doc17 Ming click doc12 Alonzo purchase doc22 Ming click doc22 Ming purchase doc22 Elena click doc2 … … … ipad ⌕ Signal Processing & Machine Learning Learned Relevance Models
  27. 27. ipad
  28. 28. ipad
  29. 29. • 200%+ increase in click-through rates • 91% lower TCO • 50,000 fewer support tickets • Increased customer satisfaction
  30. 30. Digital Workplace (“Enterprise Search”) Digital Commerce (“Ecommerce Search”)
  31. 31. Digital Commerce
  32. 32. Personalization
  33. 33. Regular Search Results: Personalized Search Results: User:
  34. 34. workplace.lucidworks.com/#/summary Digital Workplace
  35. 35. workplace.lucidworks.com/#/summary
  36. 36. workplace.lucidworks.com/#/summary
  37. 37. workplace.lucidworks.com/#/summary
  38. 38. workplace.lucidworks.com/#/search?q=gartner
  39. 39. workplace.lucidworks.com/#/people/Alea%20Abed
  40. 40. workplace.lucidworks.com/#/department/marketing
  41. 41. Facet, Topic & Cluster Query Rule Matching Natural Language Machine Learning Boosted Results Signals Content Index System Generated Human Generated Application Generated Solution Data
  42. 42. Trey Grainger Thank You! trey@lucidworks.com @treygrainger Swing by to chat, see demos, or to learn more.

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