Executive Tech Talk: AI in Business

Tam Le Nhan, Ph.D.

CTO, Microsoft Vietnam
 Financial Services landscape is changing

Frictionless Experiences Increased Fraud & Cybercrime

90% 25%
Customers prefer self-service Banks say cyber risk is top threat

Enable Intelligent Services Implement Mandated Regulations

50% 90%
Workforce will be Generation Y and Z Executives expect 1-5 years to execute on newly mandated regulations

Changing Business Models Modernize Legacy Systems

83% 87%
Insurance CIOs believe they need effective digital strategy Insurers believe upgrades will be required
“Generative AI has the potential to
deliver significant new value to
banks between $200 billion and
$340 billion”
McKinsey’s Report: Capturing the full value of generative AI
in banking
Microsoft AI - Copilot stack
AI safety and security

Copilot extensibility

Microsoft Copilot Your copilots

AI orchestration and toolchain

Your data

Foundation models

AI infrastructure

Cloud and Edge

 AI safety and security

Copilot extensibility

Microsoft Copilot Your copilots

AI orchestration and toolchain

Your data

Foundation models

AI infrastructure

Cloud and Edge

 60+
Azure regions
 Microsoft Azure
End-to-end systems optimization

Datacenter CPU AI accelerator IO Network

Best AI performance. Lowest cost.

Microsoft Copilot Your copilot apps

Azure AI
 AI safety and security

Copilot extensibility

Microsoft Copilot Your copilots

AI orchestration and toolchain

Your data

Foundation models

AI infrastructure

Cloud and Edge

Azure AI
Microsoft

OpenAI

aka.ms/OpenAI
 Azure OpenAI Service

GPT-4 Turbo GPT-3.5

GPT-4 DALL·E 3 Whisper
with Vision Turbo

aka.ms/AOAIUpdates
 Azure AI Studio
A comprehensive platform to develop
and deploy custom copilots

API and Complete AI Responsible AI Enterprise-grade

model choice toolchain tools & practices production at scale

AI.Azure.com
 Azure AI custom models

Co-innovation with Microsoft

Assisted Train a custom Ingest new Improve proficiency
fine tuning language model knowledge domains for specific languages
 AI safety and security

Copilot extensibility

Microsoft Copilot Your copilots

AI orchestration and toolchain

Your data

Foundation models

AI infrastructure

Cloud and Edge

 Microsoft Intelligent Data Platform
Databases • Analytics • AI • Governance

Azure Azure Azure for MySQL Microsoft Azure Azure AI Microsoft

SQL DB Cosmos DB PostgreSQL Fabric Databricks Purview
 Microsoft Fabric
Data platform for the era of AI

Complete Lake-centric Empower every

AI-powered
analytics platform and open business user
 AI safety and security

Copilot extensibility

Microsoft Copilot Your copilots

AI orchestration and toolchain

Your data

Foundation models

AI infrastructure

Cloud and Edge

GitHub Copilot
 1.8 million
GitHub Copilot subscribers
The world’s most widely adopted AI developer tool
 AI safety and security

Copilot extensibility

Microsoft Copilot Your copilots

AI orchestration and toolchain

Your data

Foundation models

AI infrastructure

Cloud and Edge

Microsoft Copilot
 Marketing Knowledge workers Customer service

68% 70% 12%

said Copilot helped them of Copilot users said they faster at resolving
jump-start the creative process were more productive customer issues
 Microsoft Copilot for Microsoft 365 architecture
Microsoft 365 Service Boundary
Microsoft 365 Apps
Copilot response Prompts, responses, and grounding data
6
1
back to the user aren’t used to train foundation models

User prompt
Pre-processing Large Language
Grounding Modified Model Azure OpenAI instance
is maintained by
prompt Microsoft. OpenAI has
2
no access to the data
3 3 or the model
5 4

Compliance and Purview LLM

response RAI
Post-processing Azure
Plug-ins Bing OpenAI
RAI is performed on
input prompt and
output results

Dataverse + Power
Platform Services
Microsoft Graph
Data flow ( = all requests are encrypted via HTTPS and wss://)

1 User prompts are sent to Copilot

2 Copilot accesses Graph + (optional) Web + Other services for grounding
3 Copilot sends modified prompt to Large Language Model (LLM)
Your context and content 4 Copilot receives LLM response
(emails, files, meetings, chats,
calendars, and contacts) 5 Copilot accesses Graph for Compliance and Purview
6 Copilot sends the response back to the user
Customer Microsoft 365 Tenant
 Copilot Studio
Your Copilot, your way

Customize Build Manage

 Announcing

Microsoft Copilot connectors

Build and customize your copilot and Microsoft Copilot
using your business data, apps, and workflows

Knowledge Real-time actions Q&A over

grounding and workflows analytical data

aka.ms/TryCopilotConnectors
AI Use Cases in Banking
 Prospecting & Product Corp Support
Marketing & Sales Operation Process Financial Advice Customer Support Risk & Compliance
Onboarding Development Functions

Customer Lifetime Analytical Banking Intelligent Payment Call transcript analysis Early warning & credit Optimization of Risk-
Customer Retention
Value Modeling Offerings Routing & insight mining risk monitoring weighted Assets

Cross-selling & Personalized Collateral Risk HR: AI-powered Talent

Smart Payment Repairs
Acquisition Onboarding Assessment Acquisition

Pricing & Fee Differentiated Automated Credit Resource Allocation

Optimization Collections Decision Making Optimization

Omnichannel
Operation Process
Engagement

Intelligent Doc Support & proactive HR: Talent Retention &

Branch Network Transaction
Processing & needs identification for Employee Sentimental
Optimization Monitoring
Digitalization RM/client interactions Analysis

Knowledge
Hypersonalization of Streamlined Identification of Investment Reports & Policy/contract Knowledge Database
Management &
Text Content Onboarding (KYC) Emerging Products Research Synthesis monitoring & synthesis for Legal Team
Analysis

Synthesized, tailored
Hypersonalization of Initial Fact Finding for Helping Users Discover Document Automated document Suspicious Activity Code Generation &
reports for customer
Image Content a New Client Products Prepopulating classification Report Prepopulating Review
distribution

Client Acquisition Customer

Ongoing Customer due
Chatbots for service/contact Center Memo Writing
Diligence
Engagement chatbot

Sales Training for Compliance Monitoring IT: Synthetic Data

Agent Coaching and
Simulating Client and Documentation Generation and Use for
performance
Conversations Creation Test Cases

Document Synthesis Finance: Drafting

for Lending Reviews Reports & Planning

Enhanced Underwriting

Predictive AI Both AI Generative AI

 AI for Financial Services All-Up

Combat Differentiated Modernize payments, core

financial crime customer experiences banking & insurance

Fraud Risk Intelligent Personalized Intelligent Process Document

Prevention Assessment Contact Marketing & Conversational Automation Intelligence
Center Offers Agents
 Using AI for Fraud Prevention
Preempt fraudulent credit card transactions in real-time

AI TRANSFORMATION SOLUTION O U TCO M E S

AI identifies known & unknown • Perform predictive risk modeling Accurately inspect millions of
fraud patterns in credit card and scoring in real-time credit-card transactions in real
transactions in real-time • Detect anomalies in real-time time to preempt fraud and
protect your customers
• Conduct exploratory analyses
AI enables exploratory fraud analysis
through knowledge-based
search
 Fraud Prevention Solution Overview
Preempt fraudulent credit card transactions in real-time

Predictive risk modeling

Fraud Analysis
KNOWN
Transactions scoring &
Transaction patterns classification
that are recognizable or
easily identifiable

Knowledge
Credit-card Mining
transactions UNKNOWN
Transaction patterns that do Data
Anomaly detection
not have precedent or are Visualization &
unrecognizable Analytics

Anomalous transaction
pattern identification
 Fraud Prevention Technical Overview
Preempt fraudulent credit card transactions in real-time

Risk modeling & scoring

Known
Patterns Fraud Analysis

Real-time POS Knowledge

Event Hub Azure Stream Processing
transactions Azure ML Inferencing Model Mining
(Event Queue) (Real time)

Azure Cognitive
Search

Anomalous pattern detection

Unknown
Patterns

Historical Data Azure Data

Factory Azure Blob Storage Azure Metrics Advisor
Azure Power BI
Synapse
Analytics

ML Model training & deployment Data Visualization

& Analytics

Azure Data Lake

Storage Gen2 Train Validate Deploy Monitor
 Using AI for Risk Analytics
Protect business from the risk of non-compliance in legal documents

AI TRANSFORMATION SOLUTION OUTCOMES

Automatically and rapidly ingest, • Extract key-value pairs from

• Ensure regulatory
analyze and score reams of validated, unstructured
documents to determine exposure and
compliance and control
documents and introduce semantic
obligations against ever-changing
risk
markup for regulatory knowledge
regulations mining • Reduce the cost, time, and
errors of manual reviews
• Conduct exploratory analysis to
zero-in on risks and obligations
 Risk Analytics Solution Overview
Protect business from the risk of non-compliance in legal documents

Annotate & Parse Investigate & Assess

Annotate text with Investigate risk through

semantic markup knowledge mining

Documents of
unknown risk

Marked-up Compliance
text
officer

Transcripts of
unknown risk Parse documents & Assess risk by framing
transcripts for text excerpts in their
compliance concerns regulatory context
 Risk Analytics Technical Overview
Protect business from the risk of non-compliance in legal documents

Document Ingestion Annotate & Parse Investigate & Assess

Structured Documents & Conversations

Azure Blob
Azure Cognitive
Storage
Search
search index

Trigger Regulatory Compliance

Obligation Officer
Azure Function Identifier
Unstructured
(ROI)
Documents

Azure
Cosmos DB Power BI
Custom Vision
Document Classification

Azure Computer Vision Document Azure Function Azure Machine

Intelligence API Learning
 Using AI for Intelligent Contact Center
Make insurance claims without friction through personalized & insightful conversation

AI TRANSFORMATION SOLUTION OUTCOMES

AI delivers high-quality self-service Ramp up rapidly to deliver services Tangibly connect feedback
support 24/7/365 based upon conversational speech with products & services to
while understanding the nuances of action immediate follow-up
AI frees agents and proactively natural language
supports them
 Intelligent Contact Center Solution Overview
Make insurance claims without friction through personalized & insightful conversation

IVR Interaction

Policy Holder Customer, Policy &

Industry Data
Bot Cognition &
Bot – Customer Intelligence
Cognitive
Conversation on Interaction support for
Voice/AI
insurance claim
conversation
Gateway Structured
Services Speech
PBX

Conversational user interface

Unstructured
Conversational agent fluent regarding
insurance claims
Data to train the conversational agent
Telephony
Server

Feedback loop
Analytics Dashboard
Escalation Transcription of conversation to re-train of
the conversational agent

Conversational agent
Claims Advisor performance insight
 Intelligent Contact Center Technical Overview
Make insurance claims without friction through personalized & insightful conversation

IVR Interaction

Bot Cognition Process Raw

Bot Support & Intelligence Claims Data
Cognitive Services

Requests & Data Factory

Responses
Queries / Results
Structured
Language Speech
Voice/AI Bot Services
Gateway
Services
PBX
Unstructured
Text Analytics QnA Maker

Conversations,
Bot Logic
Feedback, Logs

Telephony
Server
Azure Blob Storage Power BI Analytics Dashboard

Escalation
Self-Improvement Loop
Claims Advisor
 Using AI for Personalized Marketing & Offers
Empower greater ability to land credit-card offers with customers

AI TRANSFORMATION SOLUTION OUTCOMES

AI makes recommendations of Use a recommendation Offers and promotions that fuel

value, substance, and relevance engine to deliver customer- incremental spending through
with optimal timing to encourage centric offers and promotions new revenue streams and increased
immediate uptake just-in-time wallet share
Personalized Marketing & Offers Solutions Overview
Empower greater ability to land credit-card offers with customers

Raw Data
Recommendation Engine

Offer/promo
Social Data
Data transfer proposal
Customer
Develop personalized
offers & suggest
Banking promotions
Data Offer/promo
binary response
Customer
Demographic
Data
Create customer
spending preferences
 Personalized Marketing & Offers Technical Overview
Empower greater ability to land credit-card offers with customers

High-probability
offer/promo proposed

Credit-card offers &

Social Data promotions Reinforcement learning loop
recommendation engine
Customer
Azure
Personalizer
Customer response to high-
probability offer/promo
Online / mobile
banking activity &
Customer
usage logs including Segmentation
transaction requests
Azure ML

Customer
demographic data

Azure Data Factory Cosmos DB Azure Synapse Power BI

Analytics Analyst Dashboard
Transform your data
Thank you!