Intelligent Business Conversations using q Context q Overview

Intelligent Business Conversations using

q Context q Overview q Deep Dive q Services q Operations q Technology q Success Stories Agenda

Context

Usage Pattern Evolution How User Behaviour has changing for Business Communications 4

Challenges and Wish List Pains and Needs Users / Organizations facing leading to Intelligent Conversations 5

Market Trends 1 of 2 How Business wants to adopt Intelligent Conversation Interfaces Global Trend of CUI Usage over 2017 -18 Source Industry wide CUI Usage Swing Facebook IQ, Statista 6

Market Trends How Business wants to adopt Intelligent Conversation Interfaces CUI Adoption across User Generations Source 2 of 2 User Choice Trend for CUI & Allied Technologies Drift Analysis, e-Marketer 7

Analysts View Point of View on Intelligent Business Conversations by Top Analysts Top CUI Trends q Global Chatbot Market is expected to exceed a growth rate of CAGR of more than 27%, in BFSI itself CUI market is projected to reach at OS$2, 186 million by 2024, growing at a CAGR of 29. 7% from 2018 to 2024 q By 2020 25% of all customer service interactions will be completely handled by AI powered CUI, an increase of 600% from 2017 q By 2021, early adopter brands that redesign their websites to support visual and voice search will increase digital commerce revenue by 30% q Rule-based CUI owns around 85% of the market but their acceptance rate is anticipated to reduce over the forecast timeline, while AI-based chatbots are growing at a CAGR of 53% q Global CUI Market by Geography Global CUI Market by Client Device South East Asia is the Highest growing Region Top Obstacles to CUI Journey as experienced by various enterprises CUI Interest by Enterprise Profile Worldwide Spending on Cognitive and Artificial Intelligence Systems Forecast to Reach $77. 6 Billion in 2022 Source Forbes, Google Trends, Market Watch, Allied Market Research, Gartner, GM Insights, Grand View Research, Forrester, IDC 8

Technology Trends How Technology Providers operating in Intelligent CUI space Top CUI Vendors positioning in Market 1 of 2 Maturity Trajectory of AI Technology around CUI Program q There are over 100, 000 chatbots just on Facebook Messenger alone q Microsoft has announced that it’s seen a 350% yearly increase of monthly active users to about 0. 7 million users on its Cortana digital assistant q Amazon’s well on track to sell up to 60 million Alexa devices by 2020 Top Selling Use Cases & their Potentials q Automated Customer Service Agents ($2. 9 billion) q Automated Threat Intelligence and Prevention Systems ($1. 9 billion) q Sales Process Recommendation and Automation ($1. 7 billion) q Automated Preventive Maintenance ($1. 7 billion) Source Gartner, Forrester, IDC 9

Technology Trends How Technology Providers operating in Intelligent CUI space Top CUI Performance Comparison 2018 Source 2 of 2 Conversational Computing Platforms [Q 2 2018] Forbes, Forrester 10

Overview

What is Omniverse is a Manifestation of Human-Machine Partnership through Intelligent Business Conversation for diverse queries and reactive / proactive Actions on various Industry specific Digital Functions 12

Why Delivering Operational Values Delivering Implementation Scale Power User Multi-Brain & Multi-User Automated On-the-Fly AI Empowerment Infinite Scalability Zero Touch AI Design No Tech Team Dependency On Demand Multi-Culture No Pre-defined Culture Setup Avatar Factory Pre-Built Brains for Faster Implementation Technology Agnosticism Best of Breed Build Omnichannel Voice Container Enabled Choice of Cloud or On-Premise No Redundancy Voice AI Delivering Technological Edge Simplified Learning High Accuracy Automation Use Case Visualization Ease of AI 13

Uniqueness Unleased The Unique Perspectives absent in Competition 14

Coverage Which areas of CUI based ecosystem covered by Omniverse True Omnichannel Experience Cultural Support Voice Genomics Multimode Conversation incl. Voice In-Built Security App / Device Support Inherent AI / ML Additional Cognitive Support Sentiment / Semantic Best of Breed AI / ML Aggregator Ease of Provision / Maintain Prebuilt Intelligence Cross Boundary Integration Proactive Operations Analog Device Support Cloud based Architecture Advanced Voice Capabilities Customizability / Extendibility On Premise Solution / Containerization Persona / Context Sensitivity Strategic Guidance Supports Does not Support Upcoming / WIP 15

Reference Architecture Conceptual Building Blocks of the Platform 16

Critical Success Factors What can ensure the Success of Omniverse Implementation Appropriate Selection of Candidate Use Case Optimal Design of Intelligent Elements Choice of Appropriate Channel Rigorous but Controlled Training Response Alignment to target Human Dialects Staggered MVP Planning High Degree of Automation Pro-action and Prediction 17

Value Delivery How Omniverse addressing the Pains and Needs of Enterprises Faster Processes to improved User Satisfaction Index Increased Productivity to Quicker GTM Cycle Simplified Processes & Functions to Enhanced Effectiveness Reduced Human Dependency to Higher Accuracy Reduced Expense in Complex Operations Analyzed History Data to Upfront Troubleshooting Correlated Event Analysis for Proactive Preventions Anytime Anywhere Access to Higher Adoption 18

Deep Dive

Scale Digital Assistant • • Handling both internal and external business scenarios of an enterprise in digital way Utilizing cognitive capabilities and machine intelligence interfaces to deliver enhanced experiences to end users Addresses HR, IT, Facilities, Admin, Finance etc. use cases for B 2 E audience and consumer facing use cases for B 2 B and B 2 C audience Integrated solution with Biometric, Analytics, Process Automation etc. Business Avatars Intelligent Conversational Commerce Agent • • Pre-built Full Functional Business Utilities Authoring system with automated AI / NLP building capability generating intent, entity, utterances and responses by system itself with moderation facility Addressing all Product Catalog items saving huge time for Content Authors and increasing accuracy Automated provisioning for Textual Web as well as voice channels like Alexa and Google Assistant Automated Skill Improvement of Commerce Assistant Portal Interaction Assistant • • Conversational mode of interaction making portal functions more user friendly Addressing Personalized Queries retrieving information and contents from backend Executing financial and non-financial transactions from Portal replacing portal Forms Integrations with disparate backend systems including Payment Gateways, Federal Taxation Systems, Retail Banking Systems etc. Virtual Data Science and Analytics Provider • • Free Text dynamic query on any kind of big data sources Automated Target query building and execution with help from machine intelligence On demand selection of reports and dashboards to display on the Chat window itself Analytics Output delivery through dynamically machine formed natural language Program Dev. Ops Assistant • • • End-to-End to Program Management through predefined process maps One-stop AI guided conversation based interactions around Program related queries and transactions Complete Dev. Ops automation utilizing machine intelligence AI Ecosystem Aggregator • • Manage and Maintain Work BOTs Configuration of a Life BOTs as part of the same ecosystem Coexistence of multiple brain in same ecosystem in a coopetitive model Technology agnostic approach 20

Domain Avatars Pre-built Reusable Domain Intelligence Factory Industry Specific Intelligent Modules, a combination of AI Brains and Orchestration Recipes, delivering rich and accurate Pre-built CUI system for Popular Use Cases from respective Domains • • • Clinical Trial Data Discrepancy Management for Life Science Industry Retail Banking Secured User Interactions for Financial Sector Automated Claim Processing for Insurance Providers On call ordering & order processing by Customers for Retail Industry Country specific Tax Help Desk for Government and Finance Operations Automated Call Log Scanning and Analysis for Telecom Industry …. . and many more such intelligent domain specific modules 21

Core Construct Techno Functional Platform Constituents 22

Feature List Conversational User Interface Management Multi CUI Ecosystem • Coexistence of BOT from multiple Technologies • Live BOT Registration • Many to Many relationship between BOTs and Brains Cultural Diversity • Automated User Language Identification • Response in User Language • On Demand Service based Translation • Predefined Resource based Translation • Customizable BOT Personality Multi Channel Access • • • Custom Branded Web Chat Skype for Business & Skype Microsoft Teams SMS & Email Social like Facebook Messenger and Slack Digital Assistant like Cortana, Alexa and Google Assistant Power User driven CUI Management • BOT Parameters customizable by Power Users • On Demand / On Schedule Activation / Deactivation of BOTs through Registration Console Multi Mode Communication • • • Textual Communication Voice Command Scribble Feed Gestural Input Behavioural Input for Proactive Action CUI to CUI Interaction • Cross Boundary BOT to BOT Communication • Configuration based Interaction with third party BOTs Voice Capability • Speaker Recognition • Speech Recognition • Text to Speech and reverse • Multilingual Speech • Accent Management • Noise Removal • Manage Audio Effects • Tonal Analysis • Emotion from Voice State Handling • Caching for Repetitive Data • Hold User Session in Context for seamless Cross Channel transition Integrated Non-CUI Communication • Seamless Transfer to / from Live Agents • Seamless Transition to / from Interactive Voice Responses Non Functional Boosters • Caching for Optimized Performance • Secured Access through various Authentication Modes – LDAP based, Multi Factor, Biometric integrated • Itemized Auditing *** Most features are part of latest Release of Omniverse while some features are still WIP 23

Feature List Brain Management Multi Brain Ecosystem • Coexistence of Brains from multiple Technologies • Coexistence of Cross Functional Brains • Infinite Scale Out of Brain Ecosystem • User does not require to remember technology wise different structures Natural Language Expertise • Strong Natural Language based Conversation • Natural Language Processing, Natural Language Query and Natural Language Generation • Spell Check, and Synonyms • Regular Expressions • Content Moderation Personalization and Contextualization Power User driven Brain Management • Authorization on Use Cases • Persona and User Property based Filter • Contextual Hold • Channel based Filter • Trend based Filter • User Sentiment driven Response • User Vocal Tone Analysis • Consistent Brain Definition across base technology platform • Live Brain Registration • UI driven Use Case Management • Multi-Level editing by Power Users • Time driven Publishing Process • Brain Life Cycle from Power User Console irrespective of Technology Functional Diversity • Generic Query based Brains • Personalized Transaction based Brains • Proactive Brains working on Event or Data Correlation • General Knowledge based Brains • Casual Small Talk based Brains Conversational Diversity • • Direct Textual Communication Dialog or Prompts Hyperlink based Information Structured Feedback Processing Live Validation Embedded Content Text with Buttons Image Bubbles with Buttons AI Creation Automation • Crawling / Scanning of Content • Identification of Key Phrases • Parts of Speech Analysis on the identified Key Phrases • Implicit definition of Intent, Entity, Phrase etc. AI Elements • Formation of Utterances and Reponses using Content Synthesis mechanisms Reports & Analytics • Integrated Analytics Engine for any Analytical Display • Monitoring and Analytics with Power User Dashboard and User Dashboard • User Data Analytics Controlled Learning • Audit based identification of New / Unknown Utterances • Auto loading of shortlisted Utterances to Brain(s) • Automatic / Semi-Automatic Training • Accuracy Booster Tools and Techniques *** Most features are part of latest Release of Omniverse while some features are still WIP 24

Feature List Orchestration Management Multi Recipe Ecosystem • Cross Boundary Backend System Integration across Technologies • Cross System Integration where cross-system trust is challenged • Seamless connection with Brains Power User driven Orchestration Management • Recipe Registration • Recipe Definition Management • Publishing Ecosystem to control Orchestration availability Multi Level Orchestration Organization • Recipe Store holding all Recipes • Cartridges as Building Blocks of each Recipe • Cartridges comprises of • Actions • Connections • Sequence Standardized Integration Approach • All Integration through API Gateway only leading to better management of Integration Definition • Supporting any REST interface to be connected • Keeping the core Integration Responsibility out of boundary *** Most features are part of latest Release of Omniverse while some features are still WIP 25

Services

Service Portfolio Service Tracks offered under Omniverse Umbrella Omniverse driven Intelligent Business Conversation Ecosystem Implementation actions are categorized across various Service Buckets for optimal and fast availability of the service components served by right subject matter experts in that area. ` Ideally these service components in the portfolio have an ideal sequence of execution. However, that can be customized to acceptable extent based on the enterprise needs. All these Service Components are Optional i. e. enterprise can pick any or all of these based on their need. Advisory Services A Strategic Guidance Plan & Design Enterprise Program around Intelligent Business Conversation Implementation Services ` Phased Optimal Execution of Intelligence Business Conversation Ecosystem Support Services Ongoing Execution of Troubleshooting and Continuous Improvement Needs 27

Service Track – Advisory Detailed Description of the Coverage under this Service Track Business Advisory Understanding of Business Pains and Needs Identification of Use Cases Shortlisting of Use Cases fit for AI based CUI Choice of mode (textual, Voice tec. ) and Channels as per Fitment to Use Cases Business Prioritization of Use Cases Use Case Sampling for Pilot Use Case distribution across Pilot and MVPs Overall Business Roadmap determination for Intelligent CUI with ROI derivation AI Governance and Adoption Planning Approach Methodology Uses unique DATA [Discover -Analyze-Techno. Fit-Advise] techniques Tools Omniverse has several microutilities like i. CUI Discoverer, Brain Profiler, Brain Analyzer etc. to execute different component listed beside Timeline Technical Advisory Typically 3 -6 weeks of engagement depending on scope and volume of ecosystem Technology Platform Fitment Technology Readiness Determination Use Case mapping with Omniverse Pre-Built Avatars, both business and industry specific Avatars Recommendation on optimal level of Omniverse Component Usage Technical Feasibility study for Business Roadmap defined 28

Service Track – Implementation Detailed Description of the Coverage under this Service Track • Planning & Management • Implementation Management • Communication & Planning • Resource Management • Discovery & Analysis • Requirement Gathering / EPIC-Story Building • Requirement Analysis / Backlog Analysis • Design • • High Level Technical Architecture Low Level Technical Architecture Integration Design Security Design • Development • Configuration of Channels • Configuration & Scripting on virtual assistant service instance • Creation of intents in AI engine • Building learning AI engine • Creating definition of recipes and maintain event to recipe map • Configuration of Orchestration Engine • Creation of cartridges in cartridge pool Approach Methodology Typically done in multiple phases, starting with Pilot and rest of the scope spread across multiple MVPs, all releases being managed using Agile Scrum Tools Standard Agile Tools for Execution, Omniverse Tools for AI Quality Management, Auto QA tools for V&V Timeline Typically 12 weeks Pilot including Foundation phase, rest as per MVP Planning • Integration • Connectivity with backend system • Testing • Functional testing • Integration testing • Performance & Security Testing • Adoption • Business Adoption mechanisms • IT adoption mechanisms • Technical Guidance 29

Service Track – Support Detailed Description of the Coverage under this Service Track • Regular Health Check • Downtime Tracking • Proactive Issue Identification Approach Regular Monitoring Troubleshooting • Fixing Issues reported based on Priority / Severity Level defined • Proactive fixes based on Monitoring information Configuration • Change in Configuration due to change in other ecosystem variable • Configuration of newly added brain • Configuration of base Cloud settings Methodology While governed by HCL’s standard ASM regime, Omniverse’s proprietary AI Training to Brain Maturity applied Limited Enhancement • Enhancements within mutually agreed effort limit • New custom feature implementation • Loading New Technology Continuous Training Tools Omniverse has several microutilities for regular AI Health monitoring and Auto QA tools as applicable Timeline Ongoing activities with variable load based on scope of work • Initial Training until Maturity • Re-Training in semi-auto mode • Training design amendment wherever applicable 30

Operations

Engagement Model Typical approach followed in Omniverse based Implementation 32

Gross Timeframe Typical Timeframe Guideline in an Omniverse Program * Illustration is NOT in scale 33

Implementation Pre-requisites Expected elements of Hardware, Software, Services etc. from Enterprise for Rollout Business & Operational Readiness Technological Readiness q Identification of Key Stakeholders who can provide the Use Cases to take to Intelligent CUI System q Arrangement of at least one Azure Cloud Subscription available with relevant Paa. S elements (Storage, AI, ML, CUI, Database, Web Publisher for Site-Service-Job, ) activated, in case of different technology alignment which are also supported by Omniverse this has to be applicable for respective Cloud (e. g. AWS, Bluemix, Google etc. ) Subscription q Getting the Intelligent CUI Ecosystem Roadmap defined based on Business Priority of the identified Use Cases, if not defined HCL can help during the initial Due Diligence q Availability of Program SPOC from Identified Stakeholders from Customer side during entire Program q All the Backend system with which the Integration is required from Intelligent CUI system (e. g. ERP, CRM, Databases, Big Data and Analytics interfaces, Content Repositories etc. ) should be available with REST based interface exchanging information / data / content over JSON format 34

Omniverse Team R&R Typical Role & Responsibility Definition for HCL SMEs in Implementation 35

Metrics around Omniverse Performance of Omniverse as measured by quantitative parameters 36

Support Model Post Production Typical Engagement Model Resource Deployment Model and related Responsibilities Value Deliveries Higher Accuracy in Intelligent Machine Response Reduced Ticket volume through Proactive Support actions Faster Mean Time to Response and Mean Time to Resolution Better Compliance of Performance and Security Benchmarks 37

Pricing Model At various stage of Execution – Advisory, Pilot, MVP Execution, Support Stages Strategic Advisory Pilot Stage MVP Execution Support Time & Material basis depending on the Duration planned and Resource deployed as required for the Advisory Scope Fixed Price basis as estimated based on Features spread and Use Case Complexity Level Option 1 Fixed Price basis as estimated based on Features spread and Use Case Complexity Level Time & Material basis depending on Core and Flexi Loading planned for the scoped Support and Maintenance Activities Option 2 Outcome driven Price basis where definition of Outcome is defined during contractual agreement between HCL and customer Time & Material Model Fixed Price Model Outcome driven Model Pricing is done based on agreed upon Rate Card which contains hourly / daily rates in respective currency for the Roles required for the exercise Pricing is done based on Effort estimated for the entire exercise calculated through proven estimation techniques based on various parameters Pricing is done based on Outcome of the exercise which is running on Production, outcome includes no. of transaction, no. of successful use case execution based on agreed upon terms & conditions 38

Environmental Expense Projection Post Rollout – Minimum Running Cost on Cloud as Omniverse Platform runs at no additional cost Expense Mapped Omniverse Component Minimal Cloud Service Plan Platform BOT Shared 290 / month 4. 22 / month Platform Core Web API Shared 290 / month 4. 22 / month Platform Hosting Web Shared 290 / month 4. 22 / month Power Admin Portal Shared 290 / month 4. 22 / month Azure Storage Account Classic Shared 420 / month 6. 11 / month SQL Azure Platform Database Basic 330 / month 4. 8 / month Redis Cache Platform Cache Basic [250 MB] 1082 / month 15. 73 / month AI Engine – LUIS Standard S 0 100 / month 1. 45 / month AI Engine – Qn. AMaker Standard S 0 661 / month 9. 61 / month Azure Search Standard S 0 383 / month 5. 57 / month Azure Text Analytics Standard S 0 661 / month 9. 61 / month Integration Gateway and Recipes NA 27 / use hour 0. 42 / use hour Azure App Services Azure Cognitive Service Logic App IN₹ US$ Note – Cost Projection shown is for Microsoft Stack based solution, for other stacks like Amazon, Google or IBM this can deduced on demand basis ~ US$ 372 / Instance Cloud Services 39

Technology

Technical Architecture Interwoven Organization of various Technical Component 41

Deployment Architecture Approach to Deploy Omniverse amidst Customer specific Enterprise Ecosystem 42

Technology Touchpoints Detailed Description of the Coverage under this Service Track 43

Success Stories

Recent Experience Summary An overall summary of salient Omniverse work in recent past Customer Business Area Highlight Technology Global Retail & CPG Giant Employee Help Desk Recognized by Customer CIO in Wall Street Journal for 30% Productivity Gain Omniverse with Azure BOT, MS LUIS, MS Qn. AMaker, IBM Watson, Pype. Stream, Logic App, Azure ML European Financial Major Tax Consultancy to Public Audience Volume of 47 K+ Use Cases Handled Successfully Omniverse with Graph DB, MS Qn. AMaker, MS LUIS, Node JS America’s 3 rd largest Pizza Chain Pizza Ordering Agent Voice based CUI over Alexa Echo Device Omniverse with Amazon Alexa, Facebook Messenger, Lex Basel based Large Global Pharma MNC Automation Factory Integrated solution amongst CUI, RPA and BPM resulting Process Automation Omniverse with MS LUIS and Google Dialog. Flow using MS Logic App too Top Australian Bank HR Assistant End-to-End Employee Assistant Implementation Omniverse with MS BOT, MS LUIS, MS Qn. AMaker, Logic App, Dynamics 360 largest German Bank Retail Banking Customer Assistant High Security Financial Transactions Omniverse with Azure BOT, MS LUIS, Google Assistant, Logic App, Azure Storage Irish FS Operations Company Program Dev. Ops Assistant Process BOT Omniverse with Google Dialog. Flow and Google Assistant German Insurance Giant Billing Help Desk Financial Transactions including Payment Gateway integration through encrypted channel from CUI Omniverse with Azure BOT, Google Dialog. Flow, Logic App and Azure Storage, Stanford NLU US based Global Tech Led Business Process Solution Provider CUI Platform for customers A Technology Agnostic Platform for voluminous end users of customer’s customers Omniverse guided architecture on MS LUIS and MS Qn. AMaker Australian Direct Bank Voice Call Analysis Voice Call Transcripting addressing accent and noise issues with Sentiment Analysis and Reporting Omniverse with MS Azure Speech Service, Text Analytics, Power BI Swiss Food Retailer Retail Portal Customer Assistant Product Catalog Search with Cross Sell of Recipes and integration with Purchase Portals on Voice driven chat Omniverse with Google Home and Assistant 45

Experience Details 1 of 3 Employee Help Desk at Global Retail & CPG Giant Customer Profile A Summarized View Global Retail and Consumer Goods Corporation, founded in 1837 and headquartered at Cincinnati USA, with around US$ 85 billion of revenue having 100+ brands under its umbrella operating across 6 continents supported by 92 K+ workforce across the geographies. ` This organization is a recognized enterprise by all top analysts and financial houses. Forbes recognizes them by enlisting them in Most Reputable Companies in the world, Linked In calls it as fourth most in-demand employer, Magazines like Fortune and Chief Executive all recognizes them as top players in the market. This organization is well known as pioneer in rolling new technology trends in the industry. ### is working toward automating as much as 90% of claims investigations in the accounts-receivable division next year, and a bot named Lucy helps quickly answer questions from employees about technical issues and benefits, Mr. Polit says. Early tests this year show the bots are increasing productivity in their areas by as much as 30%, he says. Source : https: //www. wsj. com/amp/articles/technology-innovation-isnt-just-for-tech-companies-1512505931 HCL has built a Global Employee Platform for World’s one of the top Retail and FMCG Multinationals, automating complex crossboundary backend processes through cognitive interface leveraging conversational assistant interface enabled with natural language processing capability. Solution is built on HCL’s IP Omniverse leveraging its differentiating features to deliver the desired functionalities towards use cases across various departments. 46

Experience Details 2 of 3 Employee Help Desk at Global Retail & CPG Giant Business Concerns Solution Provided • Employee frustration with Manual Help Desks and disintegrated BOTs • Huge Loss of Productivity because of delay in Issue Resolution and Information Availability • High Dependencies on People and Processes resulting barrier to productivity • Dependency on Technical Team in rolling out even small items for Business • Single Point Access to all Departments through a centralized BOT connecting all child brains in a multi brain ecosystem uniquely offered by HCL’s Omniverse Platform • Supporting 20 K+ employee set with 2000+ use cases across departments • Power User driven web console to register, configure and provision BOTs / Brains / Orchestrations reducing dependency on technical team in BAU cycle • Coexistence of Brains from various technologies executing intelligence in parallel • Integrated with several backend system within customer data centre, third party vendor system or on cloud services using API Gateway model • Inclusion of Personalization and Contextualization features • Simplified semi automated Training towards high accuracy • NFRs like multifactor authentication, caching, multi lingual included ` Key Challenges • Numerous Help Desks for various purposes and departments leading to confusion and low adoption • Phone calls often leading to Long Waiting Time and also Longer Resolution Time • Various Departments like HR, IT, Admin, Facilities and Finance hosted their respective BOT solutions on different technology platforms like Microsoft, IBM, Pype. Stream etc. , hence users needed to access those systems separately and through different methodology • No Cross-boundary integration with different native applications often to produce a diverse dataset and manual correlation required to get consolidated information • Proactive intelligent and automated communication from system was an ask as contingency measure for various regular issues • Dependency on Technical Team even for simple changes resulted slow updates, poor training and eventually a lower accuracy level 47

Experience Details Employee Help Desk at Global Retail & CPG Giant 3 of 3 HCL’s Proprietary Intelligent Business Conversation Product Omniverse brings certain differentiating features on the table which is perfect fit as solution to this customer’s problem statement and delivering values even beyond that. Hence Omniverse was chosen as the solution base and required customization was done on top of that to bring the desired functionalities. Recorded Demo here 48

Experience Details Tax Consultancy to Public Audience for European Financial Major Customer Profile A global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, and tax, finance, audit, risk, compliance and regulatory sectors. The company is headquartered in Alphen aan den Rijn, Netherlands with a revenue of with EUR 3. 7 billion revenue. ` Key Challenges • Tax Service Desk was flooded with User Calls resulting no bandwidth • Long waiting hours for Users for simple queries • Work Pressure resulted inaccuracy in responses • Huge volume of Use Cases to maintain and refer while responding Recorded Demo here Solution Provided • 47000+ Tax Queries consolidated with answers under a natural language enabled ambience • A cognitive platform accessible from anytime anywhere over various channels and auto-detectable multilingual capability by users for Tax related queries • High Scalability to support initial load and addition of 10 K+ new queries every year • High accuracy w. r. t. query responses resulting significant improvement in user satisfaction • Automation of query resolution energized internal operations and improved service quality 49

Experience Details Pizza Ordering Agent for America’s 3 rd largest Pizza Chain Customer Profile America's 3 rd largest Pizza chain, founded in 1984 and headquartered in Jeffersontown Kentucky, having 5200+ stores. Numbers show a Revenue of US$ 1. 78 billion with 20700+ employees on ground. Key Challenges ` • Customer was experiencing a drop in sales attributed to the fact that competitors being able to provide innovative service and attracting more customers • Consequently stock price was also falling • Customer wanted a better Experience delivery to its customers by modernizing their IT to remain competitive Recorded Demo links as below - On Facebook Messenger Channel here - On Alexa Echo Voice Channel here Solution Provided Amazon Echo • Voice BOT based ordering solution driven by Omniverse platform deploying a virtual assistant in voice mode over Amazon Alexa • Omniverse based solution was available on various channels like FB Messenger, Telegram, Web based Voice Chat, Twilio etc. • The voice ordering solution was made secured using a tokenization service 50

Experience Details Partner Process Automation for Global Pharmaceutical Conglomerate Customer Profile Customer is a Multinational Healthcare Company that operates worldwide under two divisions – pharmaceuticals and diagnostics. Headquartered at Basel, Switzerland with 94 K+ employee base globally recording a market cap of US$ 209 Bn+. Key Challenges ` • Business Processes are not integrated resulting a lot of Human Dependency • Processes are slow and error prone due to huge workload on employees • Overall Productivity becomes low due to slow processes and reduced workforce motivation • Relationship with Vendors / Partners deteriorates because of lack of transparency and delayed operations Solution Provided • Implemented a Solution having three components RPA, BPM and Conversation UI working hand in hand • RPA Process initiation based on Natural Language Commands given via conversational interfaces • Query and Transactions on BPM backend directly from conversational UI based on user’s privilege and access level • Generic FAQ responses and Standard Dashboard display within Intelligent Chat interface itself 51

Experience Details HR Assistant for Top Australian Bank Customer Profile Founded in 1911 by the Australian government and fully privatized in 1996, this Bank is one of the 'big four' Australian banks. Headquarter at Darling Harbor Sydney, it scores a revenue of A$ 26 Billion with around 52000 employees. Key Challenges ` • Increasing Support Calls to Internal Service Desk for Human Resource Department • Frequent requests for routine Queries / Actions consumes more time leaving low bandwidth for Complex Issues • Hardly referring to Data Trends / History Data to take Proactive actions towards prevention of any issues Recorded Demo here Solution Provided • Introduced HR Personal Assistant with natural language capability for all L 1 Queries and Actions without human intervention • Seamless transition to / from Live Agents to BOT from same Conversation Window offering a unified experience to employees • Continuous Monitoring of Transaction Data by BOTs to raise alerts on anomalies as per pre-set rules proactively • User Feedback based training • Power User driven Administration and Maintenance Console 52

Experience Details Retail Banking Customer Assistant for largest German Bank Customer Profile Bank operates in 58 countries being 15 th largest bank in the world by its assets. Headquarter in Frankfurt having revenue of 25+ Billion Euro. Operates in all segments like Private & Commercial Banking, Corporate & Investment Banking and Asset Management. Key Challenges ` • Customers were facing issues in following the right navigation to access personal data and execute required transactions • A single point entry for all Retail Banking operations without any involvement of Banking Executive Solution Provided Recorded Demo here • Retail Banking BOT catering to both anonymous and authenticated customers • Available on Retail Banking Website as well as Voice BOT direct access • Handles query, transactions, recommendation, proactive notifications etc. • Personalized and Data Classified content, information and data delivery over BOT interface 53

Experience Details Dev. Ops Assistant for Irish FS Operations Company Customer Profile Customer is a consumer credit reporting company who collects and aggregates information on over one billion people and businesses including 235 million individual consumers and more than 25 million businesses. Headquarter at Dublin deals with a revenue of US$ 4. 7 billion. Key Challenges ` • Analysis of Requirements registered takes a lot of time when done manually • Cross System data pulling require manual intervention introducing error and delay • A graphical output helps a lot for faster understanding Recorded Demo here Solution Provided • Application 360 / CALM is the solution through which Dev. Ops life cycle is supported in all aspects where BOT is positioned as anytime assistant • Omniverse enabled conversational assistant answers queries, retrieves documents and reports, showcase media and takes feedback to ensure a better governance around the program 54

Experience Details Billing Help Desk for German Insurance Giant Customer Profile Customer is one of the world’s leading reinsurance company based in Munich. Operates across the globe, founded in 1880, holds a revenue of EUR 49. 1 billion. Key Challenges ` • Addressing Billing and Payment Queries with no human interaction • Executing Payment Transactions with no manual intervention • Integration with IVR System as one of the branch • Communications in both Textual and Voice mode Solution Provided Recorded Demo here • Processing all online billing and payment in automated way using Omniverse BOT • Integration with Payment Gateway from Conversation itself • Seamlessly integrated with IVR and Live Agent System • Addressing 100+ actions & numerous queries around billing & payment via same BOT • Voice enabled multilingual implementation • Analytics to improve Billing Help Desk performance 55

Experience Details CUI Platform for Global Technology-led Business Process Solution Provider Customer Profile Solution Provided Customer is a technology-led business process services company headquartered in New Jersey. It was formed in 2017 as a divestiture from Xerox. The company offers digital platforms for businesses and governments. It has 93, 000 employees in more than 40 countries and generates a revenue of U$ 6. 6 billion. • Single Platform available for Multi-Channel Access • User can communicate in Multi-Mode • Platform work with devices like Alexa, Google Home, and Apple Home. Pod • Voice Assistant answers basic questions without full-time employee interactions and is available 24/7 • Beyond providing personalized, on-demand requested information, Voice Assistant can engage with customers to provide solution to users. Key Challenges ` • A virtual agent to be developed which were required to be Platform-based Omni-channel Customer centric Technology agnostic Easily deployable and maintainable • Customer to sell this as a platform to its customers 56

Experience Details Voice Analyzer for Australian Rural Bank Customer Profile Solution Provided Customer is a 25 years old direct bank in Australia headquartered in Melbourne with AUD 27. 3 Bn assets with just around 2000 workforce. Bank’s unique model of branch less operations is a path-breaking model in global banking industry. • Recording of Voice Calls between Customers and Call Centre Agents collected for certain duration • Text Transcript was generated for Voice Recordings excluding noise factors and addressing accent related issues • Rule based shortlisting done for Analysis Candidates from the generated Transcript • Key Phrase Extraction was done and Prime Concerns from customers were identified • Sentiment Analysis was done on Transcripts to identify the reason(s) of the Customer Churn • Analyzed data was fed into Analytics Engine • Dashboards and Reports were produced • Recommendations were done for Corrective Measures Key Challenges ` • Bank’s Operations very much depending on Call Centre • Customer Churn was come across in survey but root causes not known • Call Centre Agents performance, productivity and expertise never measured 57

Experience Details Product Portal Helper for World’s Favourite Coffee Maker Customer Profile Customer is a Swiss multinational Food and Beverage Conglomerate headquartered at Vevey, with a revenue of around CHF 90 Mn and global employee base of more than 300 thousands. Key Challenges ` • Reduced Customer Footfall on the Product Portal • Complex or unclear Search Mechanism • No direct connect to associated information like ecommerce etc. after search Solution Provided Recorded Demo here • A chat based virtual helper to browse & search Product Catalog • Availability on Website as well as through voice apps like Google Assistant and Alexa • Direct Connects to e-commerce channel and links to purchase • Upsell through Recipe Download related to searched Products 58

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