Indus Community INDUS Driving DX with Partners, 6 Jun 2022

Previous Meeting

⏯

youtube image

►

From YouTube: Enhancing Experiences with Infosys Live Enterprise Offering

Description

In this talk, we will be hosting Amey Patwardhan from Infosys Consulting and he will share more information about how you can Enhance experiences using their product Infosys Live.

A

A

Good afternoon, everyone thanks for your time and welcome to the lunch and learn series. uh As you have known, uh we've been running these uh lunch and lunch series uh for almost three months now.

A

uh The idea is, we want to bring together the entire sap ecosystem and the innovation that is being unleashed in the sap ecosystem together in one single platform, um what I've been trying to do is to bring partners startups, sap teams and customers together on the same platform, to talk about the innovation that they are unleashing in the world using.

B

A

Technologies so we've seen uh customers like asian paints. Customers like epl, like hmel, talk about uh how they've done digital transformation in their organization. We've had experts from multiple experts from sap, for example, talk about enterprise, product development, uh uh talk about multiband connectivity, talk about uh some of the service offerings. We've had many many partners talk about their solutions which are built or on top of sap technologies or are certified by sap and how they kind of you know. Drive digital transformation, help drive digital transformation in your organization.

A

We've also had several startups. If I remember correctly, we've had nine startups so far, who showcased their uh single-minded focus on solving one particular issue using sap technology for you, so that you can deploy these technologies and drive innovation within your organization. In that series, I'm really happy to welcome ame from infosys.

A

He will take us through how infosys is able to help customers drive visual in your organization, private innovation in your organization, specifically on experiences, and then we'll have a conversation around it. So um if I can ask you to quickly introduce yourself and take it every place.

C

Sure, okay, thanks a lot thanks for this opportunity, uh so my name is amaya bhatwathan and I'm part of infosys.

C

I primarily work with sapcoe my background, I'm sap, functional consultant and uh with 17 plus years of both I.t domain experiences, and I am accompanied here with my uh uh manager, uh palani shankar, who heads uh sapcoe uh and also uh head of finance vertical. So he looks up the booth thing uh I pretty much uh supported by the entire uh coet. So that's how we are uh aligned.

C

uh Let me quickly get started.

B

C

Any quick point follow me before we get started.

B

Now go ahead, I mean go ahead: yeah, okay, sure thanks.

C

Okay, so today uh uh you know, as part of this learn at lunch session. The topic that we are picking up is enhancing experiences for our uh engagements with infosys live enterprise. So that's our uh broader topic, uh and how do we do that? We'll we'll see that more into uh subsequent slides, but the focus area here would be more of uh how do we leverage this sap certified solution? So that is how we have aligned this particular webinar uh and we'll be talking about the overall approach and also the different tool sets.

C

So that is the focus uh that we will be looking at, but before we get into that a quick introduction to infosys. So we will not get into much of this just for your reference. That infosys is a pioneer in software services and uh a waving partner with sap for last 21 years, and you know you can see the numbers like that speaks for itself, but uh our aim is to help customers in various purview of how we make them digital, how we take them to the next level uh and so on.

C

So that's our uh overall perspective and that's how we have numbered. So we, you can see the strength of infosys, 21, 000, plus strong, consulting uh strength and 600 plus clients that that's the variety of clients and strength of people that we bring in to help our engineers.

C

Okay, that's briefly how we started and how we stand and so on, but just to tell what sap coe does the rcoe focuses on different ams engagements and uh we we are basically uh people who bring in the best practices to the table and help our engagements to them to move to the next level right. So that's our overall goal.

C

We try to be the differentiator in the market with our offerings and we'll be talking about the framework and overall approach that we that I mentioned earlier so moving on to next, uh uh just quickly, understanding what is happening today and uh what challenges or what customers need to rethink that uh primarily evolving technology evolving. uh You know, you know faster uh need of deploying solutions, and you know different business model evolving from from ams perspective. What is that is changing right?

C

So definitely a cost is something uh in terms of how do I deploy solution to? How do I fail early, but more of how do I enhance the overall experience for the business and how do I future proof the operation right? These are the primary uh goals that are objectives of any organizations looking to move on with different technological evolutions and uh technologies coming into picture.

C

So how do we uh go about doing it right? That's the biggest question right. That's where we bring in our ams framework, called as value plus uh a value plus aim is framework. It's a uh it's, a hard earned uh knowledge of uh six and six to seven years through which understanding different organizations how they are behaving. What are their uh different strategies?

C

We have put up best practices as well as we have come up with the guidelines and principles, saying how a particular organization and its characteristics should persist in order to call it as a best-in-class name. So that's our uh that's our complete goal and we want to take our customers there, for which we have builders, a solution pathways. We call them a solution pathways specifically to name reliable and resilient id digital experience.

C

How do I? How do we elevate the overall uh digital experience of the business and how do we bring in the business agility? These are the three typical uh solution pathways that we have put in now.

C

When we look at digital, reliable uh id, we see how we can bring in more uh self heal, and how do we bring in more learning nature into our solutions that will help the I.t businesses right so uh making solutions more react, proactive, rather than keeping them reactive, making those tool sets more intelligent and helping make system resilient, rather than look, you know doing a firefighting, so that's where this reliable and resilient id comes into the picture, and these are some of the guidelines that we look at when it is a digital experience.

C

We say that how we can bring in more of a business-centric evolution. How do we uh make the systems more conversational in nature? How do we give them uh rights right help right solution where they need it right? That's that's the uh empowerment that we look at and business agility is more from. How do we put more focus on what business uh is looking at?

C

What are the different uh solutions that we can bring from their perspective and make them more intelligent, rather than uh you know, giving some past historical information, so that is how these pillars are aligned, and these are based on our live enterprise principle. So what are live enterprise principle?

C

Basically, a system should inhibit principles of a living organism. Just like living organizing organism can sense, understand what is happening around and then make a decision and continuously evolve itself. That is these are the principles of a living organism and same are the uh principles that have been uh conceptualized into live enterprise, wherein we sense analyze, decode, act and learn right. So it's a con continuous learning process and you know improving a day by day.

C

So this is the framework uh uh that has been put in place, but does that mean it's only the uh guidelines or approach that comes in the picture? uh Well, really, not so, with this guidelines, we basically uh see how we can navigate our customers uh using certain tool sets right, so uh there will be some approach as well as certain toolsets that will support each of this uh path resolution process, so you can see that uh these pathways, you can see number of solutions been put in place.

C

uh It's some of the and again we we don't restrict here to something that only infosys has built. We also look at retrospectively what is available with customer. We don't want to introduce a new solution unless it is a white space with the customer right, so that is our overall approach and mindset to bring in different solutions and two sets to help each of these pathways.

C

Okay, so uh an aspect red asterisk, uh which you'll notice. uh These are some of the solutions that we have either certified, or some of them are in progress to get certified and they help us in uh driving each of these pathways right so, for example, live enterprise. Application platform short form is the. This is our digital, uh intelligent, brain platform, uh which not only does uh ai based assessment, but it also helps in automating some of the processes right so be from it perspective or something that is going to focus more on to business.

C

It can cut through all of these lenses and help uh help uh you know in achieving the goals. Are you know, put forth for each of these pathways?

C

Okay, so or maybe it's an infosys transition manager understand the in-depth uh assessment of sap system. What are the nitty-gritties of the processes and bringing more value to understand for faster transition, faster uh evolution of what? What uh evaluation of what processes are going to be impacted?

C

uh What kind of uh testing I need to do right, all these aspects bring in and then at the end, I look at the materials. How look? How do I uh look in terms of getting there all that aspect get encapsulated into this solution which helps us to uh faster our transition?

C

For our backdrop, monitoring solution or uh ism is solution, so these are some of the solutions that we have been putting together more from the uh reliable.

C

In this perspective, uh from digital experience perspective, like I talked about, how do we understand process flows, the integrities of the process flow and make systems more conversational, uh bring in more persona specific approach? That's where you know you will see different tools align here from that perspective, deep, diving into how the processes look like are making them conversational. So this is where you can see our solution of ia, uh infosys enterprise assistant emphasis, business, assist where they try to help business user uh through some self-service and self-help method.

C

So that's how these solutions are uh involved or bringing in more business agility in terms of getting a financial closure solution which will fast track. The uh first at the overall closure process highlight what are my bottlenecks see if I am able to streamline them early in the time how I am looking at the matrices of overall closure. These are some of the key highlights and that's how each of these things are highlighted. uh Sorry aligned uh to the solution pathways?

C

Okay, so these are different solutions. This is just to give just that what all things we are doing, but we will be looking at uh two solutions. Out of this for today's session, uh we'll go a little deeper into that and see how they can.

C

So uh this is a typical, uh typical uh vision or viewpoint from our side on to how one method to enhance the business user experience it's depicted through this overall flow right. So typically, when we look at a business user having certain help needed what are the typical problems and what overall flow he takes in order to get a resolution, how much time it will take right so end-to-end process time and what are the difficulties faced in each of these places, both for it as well as business?

C

So, looking at this, how do we? How do we help everyone right? All the stakeholders not just seeing the business, but even the iit and many times providing half heart? Half information also impacts. How iit responds to it right. So these are. These are the some of the dependencies that will drive how the solution is delivered or how overall process is executed.

C

So we'll uh will not get into a lot of details here, because this is something I'll again conclude a day, but uh an overall flow starting with business, getting help in a self self-help mode, saying that okay, these are some of the things that business can do.

C

If those things are not sufficient enough for business to understand, can he uh get a help from it and then how it can get help from the uh from the solution right. So this is how overall flow will look like, uh let's drill down into solution, one which is ia and then we'll see little bit of solution too and then we'll again come back to floato now correlate that what we discussed so, let's go into ib, so ia is uh nothing but infosys enterprise assistant uh and why? Why is that neat right?

C

So uh our experience tells that there are several questions in mind of customers. uh As typically when we look at sap customers how my data is going to be used. What is the different? uh You know additional tools or additional skill sets that I need to bring.

C

How do I make it irrespective of what technology it's available right? So how do I integrate with my uh existing communication channels? So these are some of the typical questions that come into. uh You know the customer's mind and uh many times a single solution doesn't help and there has to be something very specific to sap uh solution. That's where our ia, like solution, comes into the picture so infosys enterprise assistant. It basically uh knows a conversational technique or conversational solution.

C

That is, uh you know that sits very much on to your sap solution. It it's encountering to your solution uh and then you know it takes away the most most questions that have been asked during initial times, right so from data privacy. How do we make sure that who is taking an action on the particular activity?

C

How how technologically I'll be able to adopt it and so on right? All these questions go away because it uses all the existing sap technologies that will be available with the customer right, so it doesn't need any additional infrastructure and any additional technological components, unless, uh of course, we want to go for integrations like, for example, we want to integrate with microsoft teams or we want to integrate with whatsapp and so on right. So if you want to open up these channels for communication, that's where uh this additional components come into the picture.

C

But it's uh you know. If we look at typical on-premise environment, there is nothing more needed other than this.

C

So the concept here very simple: it basically makes an intelligent decision to call different uh uh intents one by one similar to any other conversational techniques, uh but here it seamlessly integrates with sap. So if I want to take an action on particular uh transaction, I am able to do that.

C

Okay and then that is something.

C

Very simple right, so easy configuration uh centralized module to configure it sits on your sap uh helps. uh You know to use the nlp technique and fuzzy technique to identify what has been what is the real intent behind and it sits everywhere right, be it s4 btcc. It can help everything.

C

These are some of the salient features of ia.

C

What I'll do is I'll quickly take a demo for everyone to see and understand how ia looks like I hope my screen is visible.

A

C

Thank you. So this is uh how ia looks like this is not hosted right now anywhere, but once it is hosted, it will come as a small window over here. You can just uh call it whenever needed and then basically you'll be able to.

C

Will be able to converse with it right so uh so, let's take a example here uh we have uh you know simple. Everyone can relate sales order, so you have sales order problems uh several times the sales orders.

C

Confirmation is not received by the customer and he's unable to understand that whether his order is getting delivered or not right. Let's take a similar situation here. If we look at what I have done is I have created a sales order here in sap system, wherein you can see here that it's not yet.

C

It's not yet confirmed, so you can see that it's not confirmed so, which essentially means that unless it is confirmed, you will not get a confirmation that customer won't get confirmation that a sales order is confirmed and the delivery date confirmed is so and so and you you can expect by them right. So it's a typical problem of confirmations that are seen when it comes to orders.

C

Now what typical situation would be right, a a business user will have to get into multiple things before he comes to conclusion right, for example, if you look at here, there are several options to go for a particular uh particular plant right.

C

Then there could be issues with the quantity that is available. Am I uh looking for you know what is what are the different, downstream impacts with that right? So all these things are necessarily taken care by ia just by typing things like cells or not delivered right, for example.

C

Now uh this will. This will essentially make me uh go anywhere any device without worrying that uh whether I have to sit in front of my computer and show you everything, no not needed now with uh mobile devices. Coming into picture, I can just look up my smartphone bring up the app and ask these few questions and it will be able to tell me and help me even taking the transactions right.

C

So uh just now we saw this order 8475 and you can see that there is no sufficient quantity available in that plant uh ordered quantity, 10 available too right. So system has gone into the system. It was able to understand cumulatively.

C

What is the quantity that I can commit and it's not sufficient in that plan so, which essentially means uh and many times business do look at alternate based on how strategically it's defined to create the alternatives or locations you might have different locations available in uh in case you want to serve the customer without any disruptions.

C

So it's naturally saying whether should I go and look at an alternative plant I'll say yes, so it has gone into the system. Again, did a com look up of different plants and it was able to identify that pl03 is a plant where it is able to locate sufficient stock of quantity and it will be able to make use of that in order to uh you know, keep the uh order serviced and there is no complaint from customer.

C

So uh I am happy. I am happy that I can go with this plant. I know that my business decision has that I can go with this plant. I am saying yes and the moment I say yes, it will basically go into the sap system and make an order uh change and it will drop the order to plant pl03.

C

So, let's quickly go back into sap system and see that.

C

Okay, so let me open it again.

C

Yeah, you can see that quantity has now been confirmed and you can see that plant has been dropped to pl03, which essentially means that my customer.

C

This is something that was proposed by uh ia uh and which essentially means that my customer will now get confirmation, because my order line is confirmed for this date and they'll receive the uh the confirmation to their mailbox saying this is going to get delayed on this date, which essentially means they'll be happy. There will be no noise right so with conversational technique. I was able to utilize this solution to not just look at what is wrong in my system, but also take necessary action in the system and very much configurable in my my business.

C

So that is how ia helps uh I'll quickly show how we integrate with how the integration with teams help us. Let me go into a video demo here, so this is where, similarly, I know we look at vendor, which is uh which is basically having a problem of how uh his payment is not been received or a supplier who has not received his payment so far and he's trying to get answers right. So, typically, when he looks for answers, he'll basically get uh I'm sorry, I'm skipping a little bit so that I'm considering the time.

C

So when is looking for these answers as typical point of contact will be account clerk or uh you know someone from the help desk. You can tell him that, where his uh why his payment is not been made, uh and that's where uh you know this person is of account clerk right, so you can see that ap test clerk and purchasing managers and so on, can come into picture and how this seamless handshake can happen right so so account clerk is basically trying to understand. If the you know, payment is really not being made right.

C

It might happen that there's something problem on the bank side which essentially could have caused uh this not to happen, but she wants to be sure that it's basically not something to do with uh external party. So she realizes that this is something got to do. Sap you can see that ia was able to confirm that there has been.

C

uh There has been a invoice received, but the goods received has been not received, which is essentially means the payment is blocked right, so it will not get released to uh vendor until the time this goods received. Problem is clear.

C

Now this is where your segregation of duty comes in, because your procurement manager has to look at what has gone wrong on the procurement side and ap clerk won't be able to handle such things right. So that's where now is suggesting whether it has to go to uh you know a purchasing officer, okay, so so now the response purchasing officer, which essentially means that a purchasing officer should come into the picture. That's where now the persona changes right, so we are excusing.

C

We are actually switching the persona to a purchasing officer and bringing in uh you know to how purchasing officer can look at this aspect again. Similarly, without going into sap system, he can look at the fact that there are some problems uh now he's trying to make a good system. Now he's aware that good circuit is not being done, but essentially it's not possible because of some downstream system. It could be a qad system, it could be a you know, warehousing system or so on.

C

That has created this kind of problem. So now this is where he uh hands it over to uh you know, look at id for seeing it or it could be an automation to help that out right now. This is where the automation triggers in so uh it's able to identify and classify the problem.

C

It understoods that the downstream system qed got impacted, so it fixed that and it will go into sap system and also fix that right. So that's how the system is going.

C

It's automatically fixing the goods receipt now in sap system, as well as it will go into the payments, uh and it will remove the payment block, and this way we have not just given a conversational way of way of trying to do the business for business, uh trying to do operations for the business, but also uh see if we can sell fill the cell problem right so not just say that there is a problem, but how do we solve it right? That's that's the uh key line here and it has.

C

You can see that it has gone and made the good cc as well. It is gone and removed the payment blocks, so you can see both the things. The payment block is okay, yeah, so so that is how uh uh this is a solution that basically tries to help out uh for the with the help of conversational techniques. So I'll move on. uh So the second uh solution that we basically uh I basically touched based a bit- was on this infosys business assist.

C

So this solution, uh uh basically, is uh providing us self-help for business within sap system right. So uh what we? What typically happens uh when, when there is a problem with business, they are not able to progress? They typically go to an sme requesting help in solving that particular problem, and if there is no agreement that this kind of problem should occur, they basically go and raise the incident for aim scheme to look at right. That's where that's the problem uh that we have tried to solve right.

C

So we want to avoid the delays that are incurred uh because of these different handshakes that come in and at the end many times it's a it's a problem that business themselves can solve. So it's not something that somewhere it has to get involved or somewhere. You know this whole full circle of ticket has to go through.

C

So that's where infosys business assist comes in picture.

C

This is the typical uh scenario that happens right when the request is raised. There are different source of uh reaching out, so whenever a business reaches out to uh raising a request that themselves can raise requests in in many cases.

C

uh In other cases, they basically call up a service desk, saying this is my problem, and these are this kind of thing now there is a lot of barrier between the information that flows between how the business user is pursuing a problem and how actually it is created in the itsm system, there's a whole lot of gap. That is uh there, uh which does not tell where actually the problem has occurred. What were the uh other aspects around say around authorization around the uh around the house? Step-By-Step things were executed by uh business.

C

All these aspects are unknown for business, it's a problem because they have to switch between applications to go and look for a help or request, and for id it is a problem, because there is a barrier of information and they have to go again back to the requester and this this. This causes some types of frustration level for both both the parties involved right for business, as well as the uh the resolution group.

C

So this is where ivf fits in and what iba does is iba brings in uh two aspects: one is a self-help. uh How does that happen uh so, based on the different standard, operating practices, the knowledge articles and the historical uh ai based historical model?

C

It can basically propose business user that these are the typical things that is you'll do when, when uh this kind of problem occurs in the system, okay, so business has a guide, ready guide in front of him to try out few things, and he may know that these are the top five things that I'll try out, because this has been helpful in fast for the other users. So they'll try those things out or they can still go ahead and raise the request for uh for id.

C

But the difference here comes is they don't have to leave the sap system? They can do it right from within sap system, which will capture all these different locks necessary. For I t right now we will solve problem for business because they can try themselves some of the things that they should solve themselves know how kind of uh problems, and then we are solving the id side of it saying. Okay, here you go with firsthand information, all the logs and so on, which will help you solve your problem faster right.

C

So that way, we either try to eliminate the problem together, all together before it is created, or we try to give at most in information that is necessary to solve the problem faster right. So we try to reduce the overall cycle time that is needed to uh to. Basically, uh uh you know, solve the problem.

C

Okay, so some of the salient features of this tool uh integrates the sharepoint to bring in the sops and some knowledge articles that could be lying there or itsm based database uh knowledge articles and so on. It integrates with a custom ai model. This is a model that we have built specifically for uh helping business with necessary information that they themselves can look at and solve a problem and also uh integrates with creating incidents. So we basically go and create an incident in itsm system and see where they, where the status stands.

C

So they don't have to leave sap system for understanding what is happening on their problem.

C

And so this is how we have uh the locks that we collected have basically been able to translate into the necessary steps and actions that were performed. So this gives me a pictorial view of understanding how business has been executing steps, and I will be able to follow the steps so typical problems of not able to simulate a problem in lower environments will reduce with that.

C

Yeah, so that's how these two ips are created and something that we have got sap certified. I already talked about different ips that we have certified and some of them that we are getting certified, but very specifically, these two uh ips and then uh how now? Let's recollect, how we understood right? How that overall experience get enhanced right, so, let's quickly run through this flow, uh so that you will under you'll, basically understand that how these two, uh uh you know the spec uh solutions.

C

Work in uh you know spoken gear uh fashion to help the overall cycle run as you need right. So a business user needs help. This is where now first emphasis business assistance into picture. uh Remember that this solution uh typically helps providing suggestions to business users. That's a step one uh where it tries to give suggestions to business users so that they themselves can solve problems. You don't need to go to sme or id for something which is within their control.

C

They can solve the problems itself, so if they are able to solve the problems their these problems, uh they look at and see what they can. What is something that they can do uh as an action right, some of the actions could result into going into ie. So now we got some suggestions. We are getting into ia. We saw the iea demo.

A

C

We converse with it and it will take necessary action either providing insight from sap or taking actions back into a city right. uh So they'll take these actions back into sap system and that will solve their problem. So we have eliminated the problem going to the I.t system. They themselves are able to solve that self-help, self-service and that's closed right, but that's a happy path. What what? If? It's? Not that way? What these suggestions are not that helpful, but the user is new to all these suggestions.

C

They can still go ahead.

B

And raise a ticket.

C

Right so now, emphasis business assist, comes into picture which will help in creating the ticket and then that ticket can go into either two more. It can go into a self self heal more which basically, along with iea, can do an assisted automation or a background automation, or it can go into looking at an it expert trying to understand the problem and providing the resolution.

C

So that is how the overall. So that's, the last avenue right. You can understand that it's the last avenue so the overall mttr, the time to resolve or trying to response to business problem uh gets crunched. It's it's drastically reduced. With the help of this solution,.

C

Okay, so these are some of the uh key points to uh this solution. It's basically self-help self-service and we try to bring more of in-app assistance for the business so that by the way, be the sap guy be the fiori application. It doesn't matter. It's very similar in nature, uh though, as shown right now from gui perspective, it's similar for the theory as well and make it conversational and on the go. So these are some of the key uh principles for our digital experience. uh That is how it is yeah.

C

I think, uh with that we come to an end exactly 45 minutes. I basically open it for uh for question and answers if there are any last minute points for me,.

B

Perfectly fine, uh I mean that's, that's fine good! Thank you, brilliant! uh So, just to summarize that you know imposes business assistant, you know emphasis uh uh enterprise system. These are the uh two two tool sets out of the whole host of things. What we have um to bring in uh you know a next generation experience for our business users for our clients, business users, um audio mukesh, back, if any questions yeah.

A

Thank you so much. Thank you so much for taking us through uh both the presentation as well as the demo. um As always, uh you know the first set of questions that uh come to mind whenever we are looking at a partner solution is how is it licensed?

A

What is the metric and yeah.

C

Okay, so this solution solutions typically are built for our ams engagement. So we keep in mind that uh whatever our customers uh we have today acquired, we we provide them at a uh you know, as a differentiator from our side, with a very small cost right, so it's a very small cost that we uh give to them uh for all these different uh pathways that we visualize it's. Our intention is to deliver this pathways with the help of this solution.

C

uh It's it's not in a sas model, it's deployed into the customer environment and, depending on how customer wants to use it, we be it with us, be without us. They can still use the solution with the software license agreement that we sign and they can continue using it.

A

Okay, so so, if I, if I understood correctly, what you are trying to tell me is that this product is uh only available for customers, for whom infosys supports from an ams perspective, absolutely as of now, yes, okay.

A

So that brings me to the next question. Then.

C

That doesn't uh sorry sorry to interrupt, but that doesn't mean.

A

C

This solutions cannot be looked at independently, but as of now, the model is yet to evolve on how we do that. However, these are primarily as of now for the customers or engagements that we work with.

A

Okay thanks so one of the uh significant challenges when it comes to or not challenges, but uh one of the things that are critical when it comes to uh to assistance like what you've showcased today is the breadth of topics that they can address. Usually what we have seen is there is one for one particular topic that can go deep and but when you want to do a variety of tasks, that becomes a little more difficult.

A

So the the question that I have is the following: how wide can this assistance be used in terms of what kind of different issues can this be used for, and number two is one of the things that is super critical in this scenario is the data on which the model is trained on right, so, which means that you know how many, how big was the data and what kind of uh training have you put this algorithm through uh to ensure that uh what it suggests and what it does when it comes to selfie I'll, come back to selfie in a bit, but uh otherwise also uh what level of data training has been done for this model so that uh what it throws up is relevant uh most of the times and how relevant is it?

A

Do you have a percentage in terms of how many times is the ticket closed, or the conversation closed? Just by engaging with the assistant.

C

Okay, so so the first question where you asked about how: how do we, uh how do we make it, uh you know usable or what is the depth that we can look at or depth of breath? We can look at so you know.

C

Typically, this will also have limitations going uh into a variety of solutions right, uh but what we have to see is what are my critical processes that I want to achieve or target? uh I think that is where we want to focus it rather than trying to train it for everything.

C

So that is what uh even we feel that it is supposed to happen, uh rather than going into a lot of bread to go into the depth right. How how do I enhance it further into uh driving a particular process, uh and typically uh this is this- is very much built for sap products right. So if you look at an enterprise-wide uh solution, uh that's where I think solutions like infosys, nia or uh uh you know it integrates with conversational ai.

C

So you have to integrate some enterprise-wide solutions so that the focus of ies stays on to sap right, not nothing more than sap. It goes. It does not go beyond sap into saying I'll do success, factor related stuff and so on. So that is how this has been done in terms of training. uh uh What we have seen is there are a lot of solution that ask for minimum 50 uh utterances per for intake right for us.

C

We have seen that very few uh utterances are enough to uh address a particular intent, and we have seen that uh working very well. uh One of the automotive company recently deployed 60 different conversations uh with ia and they have seen you know huge drastic change in number of on those particular 60 processes that they have uh deployed. This particular solution did I cover all the points.

B

Just to add mukesh on this, um the possibility success. What you have seen is about. uh In fact, the solution set has a tracker in terms of now, how many questions were properly answered? How many questions were incomplete, etcetera right? This is an inbuilt tracker in terms of like the efficiency of the you know, the resistance and then also there's an admin panel so through which also we kind of learn what kind of additional questions come and that learning also comes in based on the past transactions.

B

So, based on our experience, we have seen about 70 to 80 percentage. It was able to answer. uh You know mostly able to provide the assistance. um The number one reason being that this is very purposeful. Very focused um topics was only it's not like it just so we're not calling it as a chatbot right, so the user knows for specific instances of specific scenarios in which they should approach idea right.

B

So it's very kind of boundaries in terms of the solution and hence we're able to reach about 80 80, 80 percentage of from responses proper completed in a response. Intensity yeah, that's how it is.

A

Thanks thanks for letting me entering so I am assuming uh that it is exactly the same with uh the uh uh the self heal process, as well, so very, very clearly articulated very defined sap processes, where cell self-heal can work right.

C

A

Not in too many scenarios, I would assume correct.

C

So there are two parts to it. uh So one is, uh I know where we say, assisted uh feeling. Selfie is something that will happen through uh things like live enterprise, automation, bots or something of that sort wherein ia will just request it right. So there are two or three things coming into picture. Not ia is just a requester, and the automation engine is something that is going to service it.

C

So in terms of understanding what has to be selfie, for example, uh in the case that I showed wherein we know that the payment uh is not been unlocked, that's where or or the downstream systems have not uh been synchronized, something that has been understood by ia. However, the uh the fixing is something done by the automation engine, uh not by the ia. So ia is just going to request the right automation, uh but that is going to you know, help with the problem or resolve problem.

A

And do you have many bots that you have created for many different scenarios and what happens when the ui, the sap ui changes, let's say, for example, as an upgrade? What happens then, do you have to reconfigure them, or is that built in such a way that it can automatically detect and uh adapt.

C

So uh what we have done is we have created something called as micro box right, so micro boxes are the small building blocks and when we tie them together, it creates a worker part right. So we have created around 18 000 such microbots, reusable components, and the moment you feel that you have to build something out of it. You have to just drag and drop this ma this micro units and create a workflow out of it within five minutes right. So that's the whole purpose of making this microbots robust and reusable uh into workflow.

C

That way, our our capacity to build, bots faster and create more parts becomes very high. The the part where um you know how? How do we? uh Sorry, sorry, I missed the second part of the second part.

B

If it's reconfigurable right so just let me answer that. So basically we do a screen element right. We we understand the screen elements based on that we do automation and hence, as long as you know, the fields are available in the screen that you don't need. A reconfiguration yeah.

C

B

C

Not going to be to fury drastically as long as it's still going or is still purely uh you know, the part should still work because it identifies that particular field and not uh not not based on its location, pixels, okay,.

A

Thanks so I also remember early in your presentation, you said that you know the the chatbot can work on multiple platforms or integrate with multiple platforms. uh If I remember correctly, I also saw their teams, I saw whatsapp I saw so. What are all the platforms? Does this this work with, which means that the user can use that platform and interact with the uh application right? They don't have to come to their system to interact with the bot.

C

Absolutely absolutely so it can integrate with teams it can integrate with skype. Obvious type is now not available, but it can integrate with whatsapp uh it can integrate. With uh your conversation is here it integrates with infosys niya, so uh so the whole gamut whatsapp and everything so whole gamut it can integrate.

C

uh Like I said I I showed an example where we saw that microsoft teams, you know doing a handshake right, so we that's the ie that was uh doing the work, just what we saw from earlier from web-based conversational listing. We saw that the teams is integrated with that. So you saw the integration or conversation with the teams right so, but it was ia packet.

C

uh So you know the front end can be anything any channel that customer prefers uh a battery. It can be ia getting called or near chatbot coming into picture where there is a non-sap world coming up for action, so this interactions can happen through here and front. End can always be made as teams chat.

A

Okay- and so uh we are on top of the hour, so maybe uh I'll allow you to take a minute to summarize what and kind of close uh the session today.

C

uh Sure, morgan thanks, so uh you know just to quickly recap what we saw. We, you know catch based on how infosys is uh positioned in market through our strength and so on. I also touch based on our overall framework of value plus uh how we visualize our next generation ams through uh this. uh You know solution pathways and how we have aligned different solutions against each of these pathways.

C

We we don't rely only on something that enforces brings in, but also what is available within the existing landscape, and uh you know how we can utilize. So we want to fill the white spaces to help customers to navigate next, and then we saw some of the solutions that we have.

C

You know currently got certified. They have gone into customers how they have helped the customers, some of the visualizations on how we see that how the digital experience will overall improve with all of these solutions.

C

So with that, I think uh uh I'll conclude here and people can reach out to us- uh ask ask us at infosys.com. If you want to ask any question.

A

So uh that was what I was about to kind of conclude with. I have already so this is also available on linkedin live. So if you just search for for the session, uh you will find the recordings you will have the link when I send you the when you get the session as a recording as well. This will also be available on the indus youtube channel.

A

um You can reach out to me uh or admin indexcommunity.com, and I can connect you with or if you find this session on linkedin, you can directly uh connect with amai on linkedin, because I have tagged him uh on the post so so that it becomes that much more easier for you to kind of connect with. uh He can then help you direct whichever person indian forces can actually help.

A

So thank you so much amaya for taking time and sharing information about about the two apps that you shared just so that customers know both of them are certified by sap. Is that please confirm that? That's the case right.

C

Yes, yes, it's certified by assistant and available.

A

C

Certified solution directly.

A

So, thank you so much and have.

C

A great day bye, thank you. Thank you thanks, bye-bye thanks. Everyone.