Intelligent Automation and Innovation at Sempra...of value and investment decisions 5 Continuous...
Transcript of Intelligent Automation and Innovation at Sempra...of value and investment decisions 5 Continuous...
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Intelligent Automation and
Innovation at Sempra
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Meet the Speakers
Gabe Mika
Digital Strategy and Innovation Leader
Sempra
Cheryl Linder
Principal Director
Energy Retail and Customer Services
Accenture
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Defining Digital
Mobility
• iOS Platform Enablement for Field
and Office Workers
• Field Capture
Analytics & AI
• Situational Awareness Dashboards
• Machine Learning for Analytics
• Speech Analytics
Emerging Technologies
• Augmented and Virtual Reality for
Training and Asset Management
• Blockchain
Digital
Capabilities
Intelligent Automation & AI
• Robotic Process Automation (RPA)
• Business Process Mgmt (BPM)
• Natural Language Processing & AI
Enterprise Collaboration
• Skype and Office 365 Productivity Suite
• Audio/Video Conferencing
Enterprise
Enablers
Enterprise Cloud
• Platform as a Service (PaaS)
• Software as a Service (SaaS)
Intelligent Image Processing
• Field Capture Analysis
• Object Detection
• Change Detection
Internet of Things (IoT)
• RFID for Asset Tracking and Logistics
• Wearables for Field Safety and
Emergency Operations
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Focused Delivery in the Digital Factory
EMERGING TECH & INNOVATION
• Mobility
• Augmented Reality
• Virtual Reality
INTELLIGENT AUTOMATION & AI
• Robotic Process Automation (RPA)
• Business Process Mgmt (BPM)
• Natural Language Processing (NLP)
ANALYTICS & AI
• Situational Awareness Dashboards
• Machine Learning for Analytics
• Speech Analytics
Automated business
processes for efficiencies
and effectiveness
Increased insights and
awareness for operational
performance and safety
Rapid prototyping for proof
of value and investment
decisions
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Continuous Engagement and Discovery
Feasibility & Complexity Assessment
Benefits Case
Input
Prioritization
Prioritized Backlog
Digital Factory Implementation
Feasibility Assessment
Benefits Case
Prioritize
Digital Opportunities
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Digital Factory Model
Intelligent Automation & AI Analytics Emerging Tech & Innovation
QA & DeployUAT and Load
Test
Build Build Build
Iterate Iterate Iterate
SPRINT
CYCLESPRINT
CYCLESPRINT
CYCLE
Analyze & Design
BPM Opportunity
RPA Opportunity
Dashboard Opportunity
AR / VROpportunity
Digital Operations Center
Design &
Build
Operate &
Maintain
Prioritized
Backlog
Virtual AgentOpportunity
Stabilization
Speech Analytics
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Reimagining Work at Sempra
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Intelligent Automation Continuum
BUSINESS PROCESS
MANAGEMENT
ROBOTIC PROCESS
AUTOMATION
ARTIFICIAL
INTELLIGENCE
INTELLIGENT
ENTERPRISE
NATURAL LANGUAGE
PROCESSING (NLP)
MACHINE
LEARNING (ML)N
L
P
Self-Learning
Autonomous
Unbounded
Programmed
Strictly Controlled
Contained
Bu
siness Im
pact
Tactical
Fixed Automation
(Rules Based)Evolutionary Processes
(Judgment Based)
Strategic
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What is Business Process Management?
Enhanced
Control & Consistency
Augmented
Process Agility
Improved
Customer Interactions
Increased
Speed
Human Interaction
Potential for Change
Lengthy Process with Interruptions
Complex Process
System IntegrationManage Approvals & Submissions
Monitor Workflows
Standardize Inputs & Outputs
Process Characteristics BenefitsCapabilities
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BPM Highlights
VALUE IN TICKET ANALYTICS
MANAGE TICKETS
Workflow allows for
traceability of ticketsINTEGRATE BPM SOFTWARE WITH
CIS
Log complaints, comments and
compliments through forms using a
user-friendly UI
Centralized workflow enables
end-to-end traceability and
reporting. Analytics across
centralized system creates
business value
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Robotic Process Automation Overview
HIGH BENEFITS
LOW COMPLEXITY
EASY TO IMPLEMENT
MANUAL & FREQUENT
STRUCTURED & RULES BASED
MATURE & STABLE
Quality & Accuracy
Labor Capacity Creation
Auditability
EmployeeSatisfaction
Process Transparency
Characteristics Prioritization Factors Benefits
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Robotic Process Automation Highlights
ROBOTIC
PROCESS
AUTOMATION
OPTICAL
CHARACTER
RECOGNITION
(OCR)
REPORTING
INTERACTIVE
VOICE RESPONSE
(IVR)
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Attended Automation Capabilities
PROVIDE contextual
notifications, guidance, and
scripting based on user
actions
Support Compliance & Process Adherence
Enhance Employee
Satisfaction
Enhance Customer
Experience
Improve Accuracy
Streamline TrainingOUTCOMES
AUTOMATE repetitive
actions, perform validations,
and enhance customer
experienceCOLLECT customer
information across multiple
applications and windows
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Attended Automation Demo
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“ITS NOT WHAT YOU DO,
ITS WHY YOU DO IT.”
- Simon Sinek
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The Innovation Engagement Model is to
LEARN through proof of concepts,
PROVE value through benefits case &
analysis, and evaluate feasibility to deploy and SCALE at an enterprise
level.
Leading with Innovation
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Virtual Agent - Meet Callie
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Virtual Agents & Speech Analytics
Virtual Agents Speech Analytics
Intent Analysis Sentiment
AnalysisSpeech Virtual
Agent
Text Virtual
Agent
• MyAccount.com & .com
• SMS Text
• Mobile App
• Alexa
• Google Home
• Voice IVR
• Intelligent Call Routing
• Predictive Analysis &
Propensity Models
• Call Center Voice
Recording Analysis
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Virtual Agent
IVR
Live Chat
Call Center
Low complexity, highly
repeatable, objective
interactions
Objective pointed
interactions & also for
deflection
Handle failure points in
self serve channels &
subjective interactions
Complex, emotional and
subjective interactions
that are not designed for
self-service
Co
st
-to
-S
erve
Current* Future*
Efficiencies via Self Service and NLP
*Illustrative
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BUSINESS PROCESS
MANAGEMENT
ROBOTIC PROCESS
AUTOMATION
ARTIFICIAL
INTELLIGENCE
INTELLIGENT
ENTERPRISE
NATURAL LANGUAGE
PROCESSING (NLP)
MACHINE
LEARNING (ML)N
L
P
Opportunity
Understand probability of customer to
adopt level payment plan
Opportunity
Predict customers most likely to enroll
in Direct Payment
Where Are We Going Next?
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Thank you!
Gabe Mika
Digital Strategy and Innovation Leader
Sempra
Cheryl Linder
Principal Director
Energy Retail and Customer Services
Accenture