SAP Innovation Awards 2020 Entry Pitch Deck Create

SAP® Innovation Awards 2020 Entry Pitch Deck Create Competitive Advantage for Enterprise Asset Management with Weather Insights and SAP Conversational AI IBM UK LTD.

Company Information Headquarters Armonk, New York, USA. Industry Cross Industry Web site www. ibm. com § IBM is an American multinational information technology company headquartered in Armonk, New York, with operations in over 170 countries. The company began in 1911, founded in Endicott, New York, as the Computing-Tabulating-Recording Company (CTR) and was renamed "International Business Machines" in 1924. IBM is incorporated in New York. § IBM produces and sells computer hardware, middleware and software, and provides hosting and consulting services in areas ranging from mainframe computers to nanotechnology. § IBM has a large and diverse portfolio of products and services. As of 2016, these offerings fall into the categories of cloud computing, Artificial intelligence, commerce, data and analytics, Internet of Things (Io. T), IT infrastructure, mobile, and security. § IBM Cloud includes infrastructure as a service (Iaa. S), software as a service (Saa. S) and platform as a service (Paa. S) offered through public, private and hybrid cloud delivery models. § IBM also hosts the industry-wide cloud computing and exponential technologies conference like Think, Inter. Connect each year. © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Weather Insights for Competitive Advantage and Intelligent Planning IBM UK Ltd. Challenge “Voice scales and so does adoption. It reduces the cognitive load implicit to any system interaction. Combine this with Automation, ML and Weather Insights and what you have is a winning edge and a competitive advantage for your business. Digital Assistants enabled with these technologies can augment your workforce and improve process efficiencies with better turn around times with precise decision making. ” Sanket Taur SAP Innovations, IBM UK © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC Weather is the most profound driver of consumer behavior and business performance. Complexities of interacting with different systems, deriving business insights and combining weather data to make better business decisions is easier said than done. Resulting in inefficient planning and decision making with increased OPEX and reduced revenues. Solution With S/4 HANA as Digital Core combined with Robotic process automation, Machine Learning and Weather Insights and surfacing them through the SAP Digital Assistant SAP Co. Pilot enabling business process execution using simple voice commands. Once the user makes a decision offered to him based on Machine Learning the RPA completes the transaction execution on behalf of the user. Outcome An innovative solution with engaging conversational experience, increasing employee adoption and augmenting their capabilities to make better decisions and efficient planning driving incremental business outcomes. Reduces OPEX, training costs, process turn around times and improves process throughput and CSAT. 80% Increase in business decision and accuracy in planning 10 x Increase in productivity 5 -15% Reduction in FTE per process. 3

Business Challenges and Objectives § Fast paced innovations and changes to business processes are disrupting the long established ways of working with SAP S/4 HANA or with SAP ECC systems. § Disruptive entrants to the market based on AI technologies are overthrowing incumbents in short time. § Requirement to have a Intelligent digital assistant to help make sense of the data explosion across enterprise, within and outside the organization is an imperative for employee assistance. § Need to focus on increasing value and efficiency per process and customer interaction to compete in ever changing and challenging business environment. § Challenge of matching the employee experience with consumer grade experience due to new and intuitive ways of engagement with user is setting the same user experience expectation e. g. digital assistants in every home. § To create a Conversational Experience framework for SAP S/4 HANA and / or SAP ECC landscape based on SAP Digital Assistant Co. Pilot and SAP Conversational AI. § Enable execution of business transaction through voice commands in a conversational flow § To progress the business process by offering decisions to the user through Single click interactions using simple to understand widgets and screens. § Automate SAP S/4 HANA / SAP ECC processes with RPA on the back of user interaction and driving the next best actions using Machine learning. § Use of S/4 HANA CDS views and SAP Leonardo for creating peripheral utility skills which helps user while interacting with Digital assistant like language translations, runtime analytics and reports on operations being performed. © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Project or Use Case Details IBM’s The Weather Company Skills(TWC) for Enterprise Asset Management Persona : Scheduler, Planner, Customer Service Agent / Back Office § Scheduler / Planner has to schedule right engineer, for right job at the right time and location. § In the EAM space there are major disruptions to daily maintenance and field services for Assets, due to weather impacts, there by affecting the first visit job completion rates. § As a result the backlog of work orders to be re-scheduled adds up to the outstanding jobs and the efficiency of the field service is drastically reduced, job turn around times increases. § With IBM TWC Skills the scheduler or planner can schedule / reschedule his daily jobs on the go with voice using his Mobile(i. OS) on the go. § The skills not only identify the jobs which require urgent attention but also find the available engineer with right skillsets to assign to the job, assign the required tools and schedule the job with optimal weather conditions for the asset, so that the job gets done in first field trip. § The Machine learning derives the best time slot based on the asset location, history and The Weather Company data and offers its suggestion to the user to reschedule in interactive mode. § In automated mode all the jobs are scanned for weather clashes and reschedule with engineer availability and tools assignment and releasing them for field engineers to execute. © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Benefits and Outcomes Business or Social IT Human Empowerment 80 % increase in first time completion of jobs by the field service agents. Adoption from day one for all the employees. No training overhead and lead times. Takes out the stress in the daily operations. Engaging User experience with simple voice commands. Choice of Voice, text and UI based Single Click Interactions. Switch between assisted and unassisted scheduling and planning Combines availability, weather, asset history and tools to give best possible decision choices. © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10 x increase in job scheduled numbers by a single employee in a day. 25 mins shaved off every job scheduled manually with weather insights and single click decision acceptance. User onboarding and roll outs are easy to ramp up. Security, monitoring the usage and failure detection possible through SAP CAI and SAP Cloud Platform services Flexibility for employees to attend to the business problems on the go. With automation the employees can focus on value add tasks to improve business process. Employee buy in as they can build skills themselves or ask to incorporate changes in next iteration. Employees become brand ambassador as they get first time right rates higher than before. 6

Architecture INTERNET Performance Conversational Statistics service AI Monitoring service IBM Watson Machine Learning Firewall ON-PREMISE ENTERPRISE NETWORK SAP Leonardo Machine Learning Foundation SAP S/4 HANA on-premise HTTPS End user Orchestration Platform Identity Provider SAP Co. Pilot Service Connectivity service Cloud Connector HTTPS RFC HTTPS tunnel HTTPS OData service SAP Gateway RFC RFM/BAPI Application Server ABAP Application Client Data Replication Tool Mobile SAP Cloud Platform service Cloud database SAP Intelligent RPA Database End user © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Deployment status POC – Live in IBM Innovation Data Centre –Nice, France Date Oct 2018 SAP technologies used: SAP product Number of users Deployment status (live or proof of concept [POC]) All Client Execs Contribution to project 1 SAP Cloud Platform Live on Po. C Environment 2 SAP Conversational AI / SAP Co. Pilot Service Live on Po. C Environment 3 SAP Co. Pilot App- i. OS Live on Po. C Environment Mobilising the Skills developed for personas 4 SAP Leonardo ML Live on Po. C Envrionment Language Translation and Predictive Analytics Identity, Integration to S/4 HANA NLP and Intent detection Digital Core for Business Processes and Industry Best 5 SAP S/4 HANA / SAP ECC Live on Po. C Environment If you have used one of the services or support offerings from SAP Digital Business. Practices Services during the implementation or deployment phase, please select with X one or more of the following offerings: SAP Max. Attention™ SAP Active. Attention™ SAP Advanced Deployment SAP Value Assurance SAP Model Company Others: SAP Innovation Services SAP Innovative Business Solutions © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8

Advanced Technologies The following advanced technologies were part of the project. Technology or use case Yes or No Contribution to project 1 3 D printing No 2 Blockchain No 3 Internet of Things (Io. T) No 4 Machine learning or AI Yes ML based decision making and localisation for users on S/4 HANA 5 Conversational AI Yes Digital Assistant and Context driven interactions for S/4 HANA 6 Robotic process automation Yes Automation of S/4 HANA business processes and transactions 7 Data anonymization No 8 Augmented analytics No © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9

Additional Information Blogs and Videos § https: //experience. sap. com/skillup/converse-with-your-digital-core-ibm-the-weather-companyskills-for-sap-copilot-for-eam/ § Co Presenting with SAP in Tech Ed 2018 some of the skills (jump to 36: 30 – 46: 30). This was the sneak preview of what was being developed and what is possible. : https: //events. sap. com/teched/en/session/41239 © 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10