1

Intelligent Automation and

Innovation at Sempra

2

Meet the Speakers

Gabe Mika

Digital Strategy and Innovation Leader

Sempra

Cheryl Linder

Principal Director

Energy Retail and Customer Services

Accenture

3

Defining Digital

Mobility

• iOS Platform Enablement for Field

and Office Workers

• Field Capture

Analytics & AI

• Situational Awareness Dashboards

• Machine Learning for Analytics

• Speech Analytics

Emerging Technologies

• Augmented and Virtual Reality for

Training and Asset Management

• Blockchain

Digital

Capabilities

Intelligent Automation & AI

• Robotic Process Automation (RPA)

• Business Process Mgmt (BPM)

• Natural Language Processing & AI

Enterprise Collaboration

• Skype and Office 365 Productivity Suite

• Audio/Video Conferencing

Enterprise

Enablers

Enterprise Cloud

• Platform as a Service (PaaS)

• Software as a Service (SaaS)

Intelligent Image Processing

• Field Capture Analysis

• Object Detection

• Change Detection

Internet of Things (IoT)

• RFID for Asset Tracking and Logistics

• Wearables for Field Safety and

Emergency Operations

4

Focused Delivery in the Digital Factory

EMERGING TECH & INNOVATION

• Mobility

• Augmented Reality

• Virtual Reality

INTELLIGENT AUTOMATION & AI

• Robotic Process Automation (RPA)

• Business Process Mgmt (BPM)

• Natural Language Processing (NLP)

ANALYTICS & AI

• Situational Awareness Dashboards

• Machine Learning for Analytics

• Speech Analytics

Automated business

processes for efficiencies

and effectiveness

Increased insights and

awareness for operational

performance and safety

Rapid prototyping for proof

of value and investment

decisions

5

Continuous Engagement and Discovery

Feasibility & Complexity Assessment

Benefits Case

Input

Prioritization

Prioritized Backlog

Digital Factory Implementation

Feasibility Assessment

Benefits Case

Prioritize

Digital Opportunities

6

Digital Factory Model

Intelligent Automation & AI Analytics Emerging Tech & Innovation

QA & DeployUAT and Load

Test

Build Build Build

Iterate Iterate Iterate

SPRINT

CYCLESPRINT

CYCLESPRINT

CYCLE

Analyze & Design

BPM Opportunity

RPA Opportunity

Dashboard Opportunity

AR / VROpportunity

Digital Operations Center

Design &

Build

Operate &

Maintain

Prioritized

Backlog

Virtual AgentOpportunity

Stabilization

Speech Analytics

7

Reimagining Work at Sempra

8

Intelligent Automation Continuum

BUSINESS PROCESS

MANAGEMENT

ROBOTIC PROCESS

AUTOMATION

ARTIFICIAL

INTELLIGENCE

INTELLIGENT

ENTERPRISE

NATURAL LANGUAGE

PROCESSING (NLP)

MACHINE

LEARNING (ML)N

L

P

Self-Learning

Autonomous

Unbounded

Programmed

Strictly Controlled

Contained

Bu

siness Im

pact

Tactical

Fixed Automation

(Rules Based)Evolutionary Processes

(Judgment Based)

Strategic

9

What is Business Process Management?

Enhanced

Control & Consistency

Augmented

Process Agility

Improved

Customer Interactions

Increased

Speed

Human Interaction

Potential for Change

Lengthy Process with Interruptions

Complex Process

System IntegrationManage Approvals & Submissions

Monitor Workflows

Standardize Inputs & Outputs

Process Characteristics BenefitsCapabilities

10

BPM Highlights

VALUE IN TICKET ANALYTICS

MANAGE TICKETS

Workflow allows for

traceability of ticketsINTEGRATE BPM SOFTWARE WITH

CIS

Log complaints, comments and

compliments through forms using a

user-friendly UI

Centralized workflow enables

end-to-end traceability and

reporting. Analytics across

centralized system creates

business value

11

Robotic Process Automation Overview

HIGH BENEFITS

LOW COMPLEXITY

EASY TO IMPLEMENT

MANUAL & FREQUENT

STRUCTURED & RULES BASED

MATURE & STABLE

Quality & Accuracy

Labor Capacity Creation

Auditability

EmployeeSatisfaction

Process Transparency

Characteristics Prioritization Factors Benefits

12

Robotic Process Automation Highlights

ROBOTIC

PROCESS

AUTOMATION

OPTICAL

CHARACTER

RECOGNITION

(OCR)

REPORTING

INTERACTIVE

VOICE RESPONSE

(IVR)

13

Attended Automation Capabilities

PROVIDE contextual

notifications, guidance, and

scripting based on user

actions

Support Compliance & Process Adherence

Enhance Employee

Satisfaction

Enhance Customer

Experience

Improve Accuracy

Streamline TrainingOUTCOMES

AUTOMATE repetitive

actions, perform validations,

and enhance customer

experienceCOLLECT customer

information across multiple

applications and windows

14

Attended Automation Demo

15

“ITS NOT WHAT YOU DO,

ITS WHY YOU DO IT.”

- Simon Sinek

The Innovation Engagement Model is to

LEARN through proof of concepts,

PROVE value through benefits case &

analysis, and evaluate feasibility to deploy and SCALE at an enterprise

level.

Leading with Innovation

17

Virtual Agent - Meet Callie

18

Virtual Agents & Speech Analytics

Virtual Agents Speech Analytics

Intent Analysis Sentiment

AnalysisSpeech Virtual

Agent

Text Virtual

Agent

• MyAccount.com & .com

• SMS Text

• Mobile App

• Alexa

• Google Home

• Voice IVR

• Intelligent Call Routing

• Predictive Analysis &

Propensity Models

• Call Center Voice

Recording Analysis

19

Virtual Agent

IVR

Live Chat

Call Center

Low complexity, highly

repeatable, objective

interactions

Objective pointed

interactions & also for

deflection

Handle failure points in

self serve channels &

subjective interactions

Complex, emotional and

subjective interactions

that are not designed for

self-service

Co

st

-to

-S

erve

Current* Future*

Efficiencies via Self Service and NLP

*Illustrative

20

BUSINESS PROCESS

MANAGEMENT

ROBOTIC PROCESS

AUTOMATION

ARTIFICIAL

INTELLIGENCE

INTELLIGENT

ENTERPRISE

NATURAL LANGUAGE

PROCESSING (NLP)

MACHINE

LEARNING (ML)N

L

P

Opportunity

Understand probability of customer to

adopt level payment plan

Opportunity

Predict customers most likely to enroll

in Direct Payment

Where Are We Going Next?

21

Thank you!

Gabe Mika

Digital Strategy and Innovation Leader

Sempra

Cheryl Linder

Principal Director

Energy Retail and Customer Services

Accenture