How AI-Powered Search Drives Employee Experience
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This document discusses how AI-powered search can drive employee experience. It begins by defining digital transformation according to several sources and noting that skills involving hands-on problem solving will be less susceptible to automation. It then discusses how search is evolving from intranets and portals to being more connected. The rest of the document focuses on how an AI-powered search solution can help with exploration of information, integration of different data sources, and curation of search results through personalization and recommendations. It maintains search is crucial for digital transformation and improving employee engagement and productivity.
How AI-Powered Search Drives Employee Experience
- 1. How AI Powered Search Drives Employee Experience Vivek Sriram, CMO
- 2. Digital transformation is the process of using digital technologies to … meet changing business and market requirements. -- Salesforce.com Digital transformation is a foundational change in how an organization delivers value to its customers -- CIO.com Digital transformation is the strategic adoption of digital technologies, such as a digital workspace, to improve processes and productivity -- Citrix Digital business transform ation is the process of exploiting digital technolo gies and supporting capabilities to create a robust new digital business model. -- Gartner
- 3. Skills that can easily be standardized, codified, or routinized are most likely to be automated. Those that involve hands-on or real-time problem-solving are less so. MIT Sloan Employees will have to apply creativity, critical thinking and constant upskilling to solve complex problems. Gartner By the end of 2019, automation will eliminate 20% of all service desk interactions due to cognitive systems. Forrester
- 4. Trends and drivers Increasing customer expectations Customer insights are critical to workflows AI is ubiquitous
- 5. Consequences: − Adaptable and flexible workflows − Human and machine augmentation − Emphasis on innovation and creativity Implications: − Unified information access − Connect insights to actions − Measure outcomes over activities
- 6. Find the correct product Connect to the right person Resolve a problem Know exactly what to do next Drive relevant conversations Search is the universal interface Ask questions naturally Know who to go to See what you asked for
- 8. …agile organizations insist on full transparency of information, so that every team can quickly and easily access the information they need... MCKINSEY, JANUARY 2018 Organizations possess lots of data...siloed inside disconnected applications, and unavailable to employees at their moments of need. FORRESTER, JULY 2018 85% of employees are not engaged or actively disengaged at work. GALLUP, 2017
- 9. Companies with happier employees enjoy 81% higher customer satisfaction and half the employee turnover. FORRESTER “TRANSFORM THE EMPLOYEE EXPERIENCE TO DRIVE BUSINESS PERFORMANCE” FEBRUARY 2018
- 10. Search Appliance Previous attempts have failed.
- 11. It’s different this time because − User behavior augments TFIDF − GPUs / Cloud / cheap storage − Production ready AI: SKG, NLP, ML, Vision
- 12. Facet, Topic & Cluster Query Rule Matching Natural Language Machine Learning Boosted Results Signals Content Index System Generated Human Generated Application Generated Solution Digital Workplace Data
- 13. NLP: NER, Phrases, POS Document Classification Anomaly Detection Clustering Topic Detection Connectors ETL Pipelines Search Engine & Data Processing SQL Engine Rules Engine Scheduling & Alerting Query Pipelines Query Intent Detector Automatic Relevancy Signals & Query Analytics Recommenders A/B Testing Scalable Operations Extensible System Generated Application Generated Data Modular Components Stateless Architecture User-focused Experience Geospatial Mapping Results Preview Rapid Prototyping Digital Workplace Solution CloudScalable CDCR Security Human Generated
- 14. Digital Workplace • Brings consumer-like experiences to the workplace • Personalizes insight discovery • Improves employee engagement and retention
- 15. Hyper- Personalization of Work Increased Value Employee Engagement Analytics Explore Curate Integrate DIGITAL WORKPLACE
- 16. The Exploration Challenge: Connect users to insights when they need them most
- 17. Explore information with: • Superior user experience • Real-time indexing • Hyper-personal relevance • Performance at scale
- 18. Explore
- 19. Explore Accelerating agility with hyper-personalized exploration FEATURE BENEFIT IMPACT Modern distributed architecture, built on Apache Solr and Spark Reliable performance at scale in real-time Deliver highly accurate, relevant results from billions of documents and thousands of queries per second (QPS) Signal-driven relevancy Personalized results increase productivity, reduce frustration Tailor results in real time with user info like role, dept, location and expertise Fusion App Studio Let developers quickly create apps in minutes, using prebuilt templates Rapid time to value 1 2 3
- 20. The Integration Challenge: Securely ingest, access and synchronize data in real- time, and at massive scale
- 21. Integrate for: •Comprehensive data access •End-to-end security •Classification & categorization
- 22. Integrate
- 23. Integrate Eliminating data silos and making tribal wisdom less “tribal” FEATURE BENEFIT IMPACT Entity Extraction Classify and categorize items such as people, places, and things from unstructured text Improve search precision so people can do their jobs better with less error 200+ connectors and an advanced Connector SDK Real-time access to billions of documents in many storage systems and file formats Increase: access to precise information and employee productivity. Decrease: frustration, time to market, and time to value. Integrated security Reduce risk by complying with company data security policies and global regulations such as GDPR Securely administer access controls by integrating AD, SSO, and Kerberos with support for field, document, and user-level restrictions 1 2 3
- 24. The Curation Challenge: Gracefully combining human and machine intelligence to deliver relevance
- 25. Curate the experience: • Understand the way your team accesses data • Manually tune relevancy • Personalize predictive recommendations
- 26. Curate
- 27. FEATURE BENEFIT IMPACT Self-learning, real-time recommendation engine Help users when they don’t know what they are looking for Increases employee productivity, decreases frustration, ands speeds time to value for new ideas and projects Natural Language Processing and rules-based NLP suite Determines user intent with ML and returns relevant results, without requiring users to spell perfectly or learn complex query operators. Allows users to search like they speak, augmenting individual and team intelligence Content and signal-driven relevancy Personalizes results, improving with each click as the system learns from user activity Connects people to insights, to content and to each other--promoting collaboration, reducing frustration and increasing innovation Curate Dramatically improve employee engagement and productivity 1 2 3
- 29. Closing Search is more relevant now than ever It is key to achieving digital transformation It enables innovation as well as efficiency