Week 3: Innovate – Creating Intelligent UX

Unit 2: Intelligent Experience with Process

Automation and Chatbots
Intelligent Experience with Process Automation and Chatbots
Scene characters

Charlie Petra Uma

Customer Project Manager UX Architect

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Intelligent Experience with Process Automation and Chatbots
UX for SAP is much more than Fiori

UX in SAP is much more than Fiori.

Petra
Project Manager Yes. How can the solutions work together?

Let me show you!

Charlie
Customer

Uma
UX Architect

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 Intelligent Experience with Process Automation and Chatbots
Business Technology Platform
Data-driven insights
Intelligent RPA
Conversational AI
IoT cloud & edge

Experience Operations
Analytics Intelligent Technologies
Open environment Flexible deployment:
and runtime cloud, on premise,
hybrid, edge*

Any database/any Open API

data store connectivity Database & Application Development
Data Management & Integration

Uma
*Services availability may change per deployment model and IaaA vendors UX Architect
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Intelligent Experience with Process Automation and Chatbots
Process automation with SAP Leonardo

Thinking / Decision Making

Machine Learning
Listening & Speaking
SAP Conversational AI

Acting
SAP Intelligent RPA

At the heart of your business

Intelligent Applications
Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
Intelligent Experience – elevate employees to focus on higher-value tasks

Industrial Business Process Digital Intelligent

Productivity
Automation Automation Transformation Enterprises

High-Value Tasks

Repetitive Tasks

Automation

1960s - 1980s 1990s - 2000s 2000s - 2010s 2010s - 2020s Time

Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
SAP Conversational AI and SAP Intelligent Robotic Process Automation

SAP Conversational AI (AI) is a bot-building platform that gives you

the ability to build and deploy a conversational agent in your
application.

SAP Intelligent Robotic Process Automation (SAP Intelligent RPA)

accelerates digital transformation of business processes by
automatically replicating tedious actions where human workers don’t
bring any added value.

Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
Intelligent technologies for end-to-end automation

Interact Execute Optimize

Intelligent RPA Machine Learning (ML)

Chatbots to interface and hand Multiple bot workflows for execution Self-learning bots with dynamic
over to execution bot (attended + unattended) adaptability

Perform tasks Learn from exceptions

SAP Intelligent Business Process Management

Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
SAP Conversational AI and SAP Intelligent RPA architecture overview

Intelligent RPA SAP Applications

Digital Core
Desktop Studio Predefined content
Project Development for SAP S/4HANA
SAP C/4HANA
Intelligent Technologies

Interaction via UIs and APIs

1. Bot Training
Servers
2. Bot Builder Cloud Factory
Orchestration &
3. Bot Connector Monitoring Non-SAP Applications
Connect to external API Trigger & Third-party tools Web applications
service SAP Desktops
Conversational Legacy applications Internet portals
Desktop
4. Bot Analytics AI notifiers
Agent

SAP Cloud Platform Interaction via UIs

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Intelligent Experience with Process Automation and Chatbots
Where SAP Conversational AI and SAP Intelligent RPA can bring value

Does all of this makes sense to you?

Petra
Project Manager Yes. Could you give me an example?

Of course! Charlie
Customer

Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
LOBs where SAP Conversational AI and SAP Intelligent RPA generate business value

Finance & Accounting

Accounts receivable | Accounts payable | General ledger

Banking Insurance Health

▪ Customer onboarding ▪ Claims processing ▪ Report automation
▪ Fraud claims ▪ New business ▪ System reconciliation
discovery preparation

SAP Conversational AI and SAP Intelligent RPA have the potential to impact
almost any LOB
Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
Other automation examples

Procure-to-Pay Order Fulfillment

▪ Process invoices with computer ▪ Access 10+ disparate systems,
vision and connect to multiple process unstructured data,
back-end systems. interpret text, make decisions,
offer suggestions, and track
▪ Save time, improve accuracy,
progress in real time.
enforce policy, and allocate
resources to high-value
activities.

Access and Bring Data Together

▪ Access legacy systems not connected with APIs.
▪ Bring together data from disparate systems and generate regular reporting.
▪ Intelligently determine dissemination based on content status. Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
Scene conclusion

Was this helpful?

Petra
Yes, now I get the Intelligent Experience.
Project Manager

Charlie
Customer
Uma
UX Architect
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Intelligent Experience with Process Automation and Chatbots
Key takeaways

Intelligent technologies bring the following business values:

▪ Improve operations to mobilize resources for high-value tasks
at lower costs.
▪ Increase service quality and compliance to reduce cycle
times for revenue-generating transactions.
▪ Deliver a seamless experience by achieving a natural
integration of smart technologies.
▪ Reduce human errors and gain speed and efficiency.

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Thank you.
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