Enterprise AI, Watson
디지털트랜스포메이션을위한AI Journey with Watson—한선호상무Data & AI, IBM Korea
Think Summit 2019 / DOC ID / Month XX, 2019 / © 2019 IBM Corporation
IBM Data & AI / © 2019 IBM Corporation
Why AI in Enterprise Business? –
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The phenomenon of data, the latest gold mine- Exponential data and exponential learning- 20:80 (searchable data vs. unstructured data)- If you learn exponentially, you become the disruptor
IBM Data & AI / © 2019 IBM Corporation 2
NewEngagement
고객의 행동변화로 인한Digital Traffic의 증가와 대응
✓ 비대면채널에서의고객만족도 향상
✓ 상품추천을 통한매출증진 기여
✓ 새로운 채널에서의 고객Interaction을 통한Insights확보
NewInsights
방대한 Content/데이터에대한 지식화 및 손쉬운 확장
✓ 내부 및 외부지식에 대한손쉬운 접근을 통해업무효율성 향상
✓ 인력의 세대교체 = 지적자산의 효율적 관리
✓ 업무내 Risk Assessment 및 Management
ProcessAutomation
IT–Human 프로세스의업무분절을 최소화
✓ 단순반복적인 Human Engagement를 최소화, 업무의 생산성 제고
✓ 고객응대율을 향상
✓ Risk Management
WHY AI ? : 기업은왜 AI를도입하려하는가 ?
Watson is continually transformCustomer Engagement_
IBM Data & AI / © 2019 IBM Corporation
Transform_
Transform_
Transform_
KPI Matrix
▪ 마케팅및영업채널확대
▪ 고객대응운영비용절감
▪ 내부업무효율화및개선
고객의 Home Loan 가입 지원 챗봇고객의 Digital Experience 를개선하고대출프로세스진행중의요구사항을포착하는채널로활용 • RoboChat을통해 가입자의 Home
Loan Application 가입완료율 15%
증대
계약완료율
15 %
고객서비스챗봇 – CORA 200여개의기본서비스문의응대문자/ 음성 / 고객의표정을기반으로응대하는디지털 Human Agent 로발전 • 월 10만건의채팅수행
• 콜센터의 50% 이상 Cora 통해응대가능
• Cora를통한상담완료율 85%
Call Deflection
50 %
내부 직원상담 봇
뱅킹/보험/퇴직연금/카드/채권/자산운용관련서비스 : 4천 8백여개의지점임직원및콜센터상담원이활용
• 62개의상품에대한고객대응지원
• 5,200개의지점으로 Roll out
• 일평균 30,000건의문의를응대함
# of Transactions
30 K/DAY
3
Watson is continually transformCustomer Engagement_
IBM Data & AI / © 2019 IBM Corporation
Transform_
Transform_
Transform_
KPI Matrix
▪ 마케팅및영업채널확대
▪ 고객대응운영비용절감
▪ 내부업무효율화및개선
인공지능 콜센터상담원대기없이고객이요청하는업무를상담봇내에서처리가능하도록구현 • 전체상담업무의약 35% 를차지하는
선결제, 한도, 비밀번호 등록/변경업무를고객이상담봇내에서 self-
closing 가능하도록구현
Call Deflection
35 %
대화형마케팅챗봇다양한데이터수집/분석을통한Insights를바탕으로금융상품오퍼링을생성하여고객에게선제적으로응대하는챗봇구축
• 환전, 교통카드, 지점안내등의문의를챗봇내에서 처리가능하도록 구현
ProactiveWay
인공지능 쇼핑 가이드Omni-Channel상에서일관된고객경험을 제공하는신규채널요구에따라, 백화점샵매니저에게 조언을받아물건을구입하는 것과유사한경험을제공
• 상품의특징보다는 TPO(Time-Place-
Occasion)에맞는상품추천
• 최신트렌드를반영한상품추천
‘18년 4월
월드리테일리워즈최우수상수상
4
Watson is continually transformBusiness Insights_
IBM Data & AI / © 2019 IBM Corporation
Transform_
Transform_
Transform_
AI 고객상담원 지원 서비스고객의은행및보험업무상담요청에대해상담원을지원하는인공지능Advisor 시스템을개발 • 20,000명의고객상담원이 5천여개
Branch에서활용
• 고객응대처리가 60% 빨리짐
고객응대처리개선율
60 %
내부직원도움이서비스계약징구서류, 계좌개설등업무절차간내부직원지원서비스의필요성에따라업무절차와 관련된전문지식정보를Watson에훈련시켜 직원들에게제공
• 고객응대시간단축
• 신속하고정확한정보를전달하여고객만족도 향상
히트상품 제조기 “엘시아 (LCIA)
과거유통망기반의경쟁력이 소비자중심으로옮겨감에따라, 소비트렌드분석에따른신제품개발의 요건이높아졌으며, 이를위한빅데이터기반분석플랫폼을구현
• 꼬깔콘버팔로윙맛은 2개월만에 1M완판
• 빠다코코넛 앙빠샌드위치 30% 성장
• 빼빼로깔라만시완판
매출성장
30 %, YTY
A증권사업무효율성
향상
KPI Matrix
▪ Time to Market (실시간마켓센싱)
▪ 내부업무효율화및자산축적
▪ 고객만족도향상
5
Watson is continually transformProcess Automation_
IBM Data & AI / © 2019 IBM Corporation
Transform_
Transform_
Transform_
KPI Matrix
▪ 내부업무효율화
▪ 고객만족도향상
▪ ROI개선
법률프로세스 자동화노동법소송간에근로자들이원하는인사이트를 추출, 소송건을중요도에따라분류하여소송모니터링 시스템처리자동화를구현* 220만건소송건처리 (브라질전체 1억건)
* 현분류작업 정확도 65%
• 소송분류간 정확도 95%
• 80%의정보처리정확도에따라신속하고정확한고객대응서비스제공
정보처리율
80 %
오픈마켓에서의게시판응대자동화온라인마켓에서입점몰에대한매출이높아짐에따라다수의고객문의에대한즉각적인대응이필요 –최소한의개입으로응대업무를 자동화할필요
• 5주간 Pilot을 통해 70% 자동화검증
• 추가학습시 85% 수준의자동화예상
AI 자동상담 분류시스템
VOC 상담자동분류시스템을도입하였으나, 시간이지남에따라정확도가 40-50% 감소 – AI 자동상담분류시스템 필요
• 원본데이터학습만으로 약 45%
자동분류업무수행
• 2주간학습을통해 84% 자동분류 수행
* 기존 50-60%를 ‘기타’로 분류해옴
코드분류정확도
84 % - 2주
B유통회사 응대정확도
71 % - 5주
C통신사
6
IBM Data & AI / © 2019 IBM Corporation
Lessons Learnt–
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What has not changed:
▪ Build it and they will not come
▪ Garbage in, garbage out
▪ Too much scope at first try
▪ Deterministic vs. probabilistic
What is changing:
▪ Chatbots → !@#$%^!!??
▪ Build for me → Help me build
▪ Experimentation → Business Application (ROI)
▪ Sensitive data handling
IBM Data & AI / © 2019 IBM Corporation 88
IBM Data & AI / © 2019 IBM Corporation 99
Narrow AI
▪ 분류 (Classify)
▪ 예측 (Predict)
▪ 추천 (Recommend)
IBM Data & AI / © 2019 IBM Corporation 10
General AI
▪ Think and act like humans?
Broad AI
▪ 추리 (Infer)
▪ 추론 (Deduce)
▪ 논쟁 (Debate)
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IBM Data & AI / © 2019 IBM Corporation
What is Watson? –
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Watson is the AI platform for business_
IBM Data & AI / © 2019 IBM Corporation
What is Watson?
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With Watson you can_
IBM Data & AI / © 2019 IBM Corporation
What is Watson?
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연구및검색을가속화Accelerate research and discoveryConduct rigorous, domain-specific research faster, uncovering insights and new opportunities by combing through diverse data sources and extracting the information you find most important.
법적책무를감지및리스크완화Detect liabilities and mitigate risk
Understand the written language of threat reports, regulations, and new findings, keeping your business up to date and shielding it from risk on all sides.
확신을기반으로한추천서비스Recommend with confidenceMake more confident, targeted recommendations by drawing from a broad set of information and understanding the nuances of your current context.
전문지식및학습확장Scale expertise and learningElevate the expertise of every employee by collecting individual knowhow from across your organization and creating a deep source of tribal knowledge that's available to all of your employees on-demand.
고객과의상호작용을강화Enrich interactionsUnderstand and communicate with your customers and employees around the clock, responding to their needs with tailored dialogue and personalized, adaptive experiences.
평가및차별화선도Assess and preempt disruptionsMonitor the condition of your systems and equipment at all times, allowing you to catch potential issues before they lead to bigger, more expensive problems down the road.
IBM Data & AI / © 2019 IBM Corporation
Watson is Evolving–
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Watson Business Solutions
Pre-fabricated business solutions (patterns) using Watson that only require client data
Watson APIs
APIs available on the IBM Cloud that can be mixed and matched to meet client requirements
Watson is continually evolving to meet the demands of clients_
IBM Data & AI / © 2019 IBM Corporation 15
Watson Studio & OpenScale
Allow clients to use open source machine learning frameworks under one single governance; also, providing traceability and detecting data bias
Watson on ICP &Anywhere
Allow clients to use Watson on private and hybrid clouds; moving Watson to where client’s data is – and not the other way around
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IBM Data & AI / © 2019 IBM Corporation
Moving Clients to the Chapter 2 of Digital Reinvention–
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Scaling AI throughout the Enterprise
Build Your Own AI
With Watson Studio, Watson Machine Learning, IBM delivers a suite of tools that allow enterprises to build, deploy their AI models in a hybrid cloud environment
Scaling AI
Today, IBM Watson is the most open and trusted AI for business, available to run on any environment—on premise, and in private and public clouds. Businesses can apply Watson to data wherever it is hosted and infuse AI into client’s applications, regardless of where they reside
“We are ready for this moment of moving clients to Chapter 2 of their digital reinventions with our unique integration of innovative technology, industry expertise and a reputation for trust and security earned over decades.”
- Ginni Rometty, CEO, IBM
IBM Data & AI / © 2019 IBM Corporation 17
Trusted AI
IBM Watson OpenScale enables businesses to manage their AI—no matter where it was built or where it runs—with transparency, explainability and bias mitigation. Addressing these factors, which traditionally have held businesses back, is critical for scaling AI throughout an enterprise.
Start from Data : The AI Ladder(There is no AI without an IA)
81% do not understand the data required for AI and 80% of data is either inaccessible, untrusted or unanalyzed. Data is what fuels digital transformation
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AI Ladder_
IBM Data & AI / © 2019 IBM Corporation
Scaling AI throughout the Enterprise
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IBM Cloud Private for Data
IBM AI portfolio - Everything you need for Enterprise AI, on any cloud_
IBM Data & AI / © 2019 IBM Corporation
Scaling AI throughout the Enterprise
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Open source meets a multicloud, working as ONE
IBM AI portfolio - Everything you need for Enterprise AI, on any cloud_
IBM Data & AI / © 2019 IBM Corporation
Scaling AI throughout the Enterprise
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비즈니스어낼리틱스
Visualize, understand and take action
on all of your enterprise data
개발및실행, 운영
Build and deploy custom models into processes and apps
어플리케이션및솔루션
Accelerate the deployment of AI through out of the box solutions &
application building blocks
ICP for Data + Add-ons
Public cloud, private cloud, on-prem/desktop deployment options
IBM Cloud
▪ Cognos Analytics
▪ Planning Analytics
▪ Watson Studio
▪ Watson Machine Learning
▪ Watson OpenScale
▪ SPSS
▪ Decision Optimization
▪ Watson Assistant
▪ Watson Discovery
▪ Watson Explorer
▪ Watson Services
▪ Watson Compare and Comply
Open & Secure_
IBM Data & AI / © 2019 IBM Corporation
Scaling AI throughout the Enterprise
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of enterprises (> 10K) are engaged in open source programs
of AI developers depend on open source technologies
of enterprise workloads access open source databases
85% 87% 70%
Build upon IBM’s comprehensive foundation of open technologies
Open & Secure_
IBM Data & AI / © 2019 IBM Corporation
Scaling AI throughout the Enterprise
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• Cloud data architectures and open source, working as one
• Freedom of choice within a fully governed platform
• Exploit the innovation and skill availability of open source
IBM Cloud Private for Data
Thank you
IBM Data & AI / © 2019 IBM Corporation
SeonHo HanExecutive, Business Development & Experts Service Lead, IBM Data & [email protected], +82-10-4995-7454
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IBM Data & AI / © 2019 IBM Corporation 24
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