Big data is big... How big? Big data and new behaviors influence customer experience and emotions influence decisions Service level expectations are rising ... and how an evolving automation framework is producing results

1. From inspiration to transformation. Together. | 1
Drive
Efficiency
Robotic Process
Automation
& Artificial
Intelligence
Eric STIOUI
Solution Specialist Director
IT Summit - Brussels May 17

2. From inspiration to transformation. Together. | 2
Data inflation
Big data is big….
Every thing on this earth is getting
smarter and smarter
and is recording data as every
second goes by
But how big is it ?
Were talking about 800,000
Petabytes of data created every
year

3. From inspiration to transformation. Together. | 3
• 60 seconds to a minute
• 60 minutes to an hour….
• Megasecond: 11 days
• Gigasecond: 32 years
• Terasecond: 32 000 years
(think entire written history of mankind)
• Petasecond….
(think far before the “Big Bang”)
Beyond imagination

4. From inspiration to transformation. Together. | 4
… and it generates tons of data
Your smartphone is more powerful than all of NASA’s
combined computing in 1969…

5. From inspiration to transformation. Together. | 5
Emotions influence what we
remember, how we evaluate
encounters, and how we decide
Big data and new behaviors
influence customer
experience

6. From inspiration to transformation. Together. | 6
Proliferation of channels and devices
Growing customer expectations
Customer service representatives handle 6 desktop applications in a single
interaction with customer
Customers expect personalized interactions and 1st contact
resolution, organizations require revenue growth and profitability
80%of employee hours are spent on dull tasks
Mundane repetitive but mandatory tasks
Source: Gartner
Service level expectations are rising…
… but budgets are tightening

7. From inspiration to transformation. Together. | 7
predictions pertaining to digital business
Robots are taking a major role
IT budget is shared
By 2025, 3out of 10jobs will be converted to
software, robots or smart machines
38%of total IT spending is outside of IT
department, and by end 2017, it will be over 50%.
By 2020, 85%of customer interactions would
be managed without a human
From life agent to automation
global knowledge workers
could be impacted
by RPA by 2025
100
million

8. From inspiration to transformation. Together. | 8
Low Medium High
LowMediumHigh
Speed & predictability of execution
Processcontinuity
Source: Deloitte Analysis
IT
Transformation
BPMS
Outsourcing
RPA
Robotic Process Automation vs. traditional process
transformation approaches

9. From inspiration to transformation. Together. | 9
Application
infrastructure
User
Application 1
Human User Interface
Application 2
Human User Interface
Network layerIT security
User role
identificationDomain system
Application
integration
Application
Automation
Employees and robots efficiently collaborate

10. From inspiration to transformation. Together. | 10
An intelligent agent that helps
to create value for little effort
It can take the nuances of
customers’ needs and do all
the hard work in the background
It greatly decreases friction
between your services and
customers
Chatbot
Initiate your robotic transformation providing a team
of virtual workers: Chatbot as an example, what is it?

11. From inspiration to transformation. Together. | 11
Robotic Process Automation
Cognitive technologies
Cognitive automation
Rules
engine
Screen
scraping
Work Flow
+ +
Processing of unstructured
data and base knowledge
+
Self-adaptive Natural language Big Data
analytics
+ +
Machine
learning
Large-scale
processing
Artificial
intelligence
+ ++
Orange value proposition
1
2
3An evolving automation
framework

12. From inspiration to transformation. Together. | 12
Cost per transaction reduced from
$4 to $1.5 (SGD)
investments payback in less than
5 months
A Singaporean subsidiary of a large French group
Some results and benefits

13. From inspiration to transformation. Together. | 13
in six months since the launch, customer care
automation raised from
0% to 96%
resolution time via chat has dropped from
16min to 2min
A Latin American Airline
Some results and benefits

14. From inspiration to transformation. Together. | 14
Thank you

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Source: presentation of Eric Stioui, Orange Business
Services at the 2017 SITA Air Transport IT Summit,
Brussels.
2017 Air Transport IT Summit