Innovation

ARTIFICIAL INTELLIGENCE
IN EBA

Group No.2
Agenda

The Shift

Artificial Intelligence

Healthcare: Wellpoint Case

Contact Center: Virgin Mobile Case

Group No.2
The Shift

Emerging IT
Learning System
• Structured & Unstructured
• Probabilistic Application
• Discovery Oriented
The Shift • Natural Language
• Systems of Engagement

Traditional IT

• Structured Data
• Deterministic Applications
• Search Oriented
• Machine Language
• Systems of Records

Group No.2
Artificial Intelligence

 AI is the intelligence of machines.

 Simulates the natural intelligence, like intelligence of a human mind.

 Learning system
Takes inputs from its surroundings and goes on building its
knowledge.
 Evolution of responses
 It goes on learning, its responses to inputs and requests also evolves.

 System that perceives its environment and takes actions that maximize its
chances of success

Group No.2
Application of AI

-Diagnostic/treatment
Healthcare -Evidence based insights
-Collaborative medicines

-Enterprise Knowledge
Contact Center Management
(CRM)
-Consumer Insight

Group No.2
Healthcare Industry : Well Point Pilot Case

 Medical information is doubling every 5 years – (Natural

language) unstructured.

 1 in 5 diagnosis is either inaccurate or incomplete - 1.5

million errors in U.S every year.

 81% of physicians reports spending 5 hours reading medical

journals.

 Only 20-30% of knowledge clinicians use today is evidence-

based.
Group No.2
EBA structure in HealthCare

Group No.2
AI: The IBM Watson Initiative

 Competing on Jeopardy TV Show.

 Understanding natural language and human speech

 Generates and evaluates hypothesis for better outcomes

 Adapts and Learns from user selections and responses

Group No.2
Applying Watson to Wellpoint

Physician

Queries the system on symptoms

(Human language)

Watson parses the input to identify the

key pieces of information

System supports medical terminology

extending Watson's natural language
processing capabilities.

Group No.2
Applying Watson to Wellpoint

Mines the patient data to find relevant facts

about family history, current medications and
other existing conditions.

Combines information to form hypotheses and

tests them

Watson then provides a list of potential

diagnoses along with a score that indicates the
level of confidence for each hypothesis

Thus, helping the doctor — and patient —

make more informed and accurate decisions

Group No.2
Virgin Mobile Australia

 Eight legacy knowledge solutions (across various platforms).

 VMA required a single, authoritative knowledge base for staff,

one that could be relied on to provide definitive answers to
customer queries.

 “As a Virgin business, we put the customer at the heart of

everything we do”.

 VMA decided to deploy a customer experience solution from

Oracle RightNow.

Group No.2
Virgin Mobile Australia
 Several AI techniques is used to build the knowledge base.

 One AI-related feature implemented is to check for

“emotional index” for incoming messages. Based on the
words in the message, the message is rated from negative
through neutral to positive.

 This is then used to route angry messages to veteran CSR

while providing automated response to others.

 Automated knowledge function which changes over time.

Group No.2
 Thank You

Group No. 2

Jitu Teron
Sharath Kumar
Shiny Bhattacharya
Tejas Saner
Vipul Bahubali

Group No.2