Special Issue on Software Technologies to Support Digital Innovation
Digital Solutions Modeling Know-How and Techniques for Different Business Categories and Operations
AI Chatbot to Realize Sophistication of Customer Contact Points
Digitalization has advanced, spreading to all industries. Companies are required to improve marketing efficiency and strengthen engagement with customers more than ever by utilizing digital technology. Promoting emotional value through the customers service user experience is important and contact centers play a key role in the experience as customer contact points for companies. However, contact centers currently face a mountain of problems, including labor shortages, support for diversifying channels, and the need to improve efficiency by making use of AI. To solve these problems, Fujitsu has started offering the Customer Engagement Solution CHORDSHIP, a customer contact point sophistication solution. The CHORDSHIP Digital Agent, which is at the core of CHORDSHIP, is equipped with an AI technology ideal for contact centers: conversation-machine learning hybrid AI. Its biggest feature is the capability to deliver highly accurate automatic answers simply by using existing FAQ data, in addition to its realization of support for diversifying channels and 24/7 service availability. This paper outlines the customer contact point sophistication solution offered by Fujitsu and describes the AI chatbot technology behind the solution.
Points in the Utilization of Digital Technologies at Manufacturing and Maintenance Sites
Many companies are considering the utilization of digital technologies with the aim of improving work quality and acquiring high accuracy condition data at manufacturing shop floor and maintenance operations. However, it is not easy to introduce reliable digital technologies in operation and make them use continuously, and the technologies often fail to fit the work and do not proceed beyond the trial and demonstration period. On-site, continuously improvement (KAIZEN) activities are implemented on a daily basis, and the leading companies in industry tend to change the procedure of operations more often. In addition, work environments and conditions vary for each site. This leads to the need for solutions agility to fit these gaps quickly and keep upgrading for use cases on-site. Accordingly, Fujitsu has adopted an approach where operations and digital technologies are made into microservices (components) and their combinations are used for realizing applications. Not only does this allow the first trial and demonstration to be started rapidly on a small scale but also enables the people at on-site to easily modify the application to suit the operation after trial phase. By incorporating new digital technologies, operational sophistication and further growth will be possible. This paper describes the points of the utilization of digital technologies at manufacturing and maintenance sites, which continue to grow, by using actual case examples.
Symptom Monitoring Solution by Optical Fiber Temperature Measurement Utilizing AI
At power stations, plants, and manufacturing factories, priority is given to safety and security, and guaranteed stable operations are required. Regarding problems with machines and equipment, in particular, failures do not only affect power generation capacity and manufacturing capacity but also cause significant losses due to the production of defective products. In order to solve these problems, Fujitsu has developed "FUJITSU Business Application Operational Data Management & Analytics Symptom Monitoring Model for Optical Fiber Temperature Measurement," which is equipped with a symptom monitoring function that utilizes artificial intelligence (AI). This product is capable of detecting symptoms potentially leading to errors and failures by using optical fiber for the constant temperature detection of machines and equipment to monitor their heat generation conditions. It also allows temperature measurements in confined spaces, something difficult with conventional measuring instruments. This paper presents the developed optical fiber temperature measurement technology as well as its features and examples of its applications.
Technologies for FUJITSU Cloud Service Print Anywhere to Support Work Style Innovation
In recent years, work style innovation utilizing ICT has attracted attention. A printing environment for virtual desktops to realize this work style innovation requires a system that allows printing regardless of the place or the model of the printer or multifunction printer. To that end, technologies for the virtualization of multifunction printers, print delivery, and the integration of multifunction printer applications are necessary. Fujitsu has developed FUJITSU Cloud Service Print Anywhere, a new cloud service that realizes convenience and security in a printing environment for virtual desktops. This service combines the technology resulting from co-creation with multifunction printer manufacturers and the technology that we have developed with form middleware to meet the needs of work style innovation. This paper presents an approach to the realization of printing as usual regardless of the place of work through the implementation of Fujitsu's work style innovation.
Global Delivery Architecture to Enhance Scene Viewing UX
As the amount of video on demand (VOD) service content has grown to be enormous, scene viewing, in which users select only scenes they want to view in their limited amounts of time, is expected to go mainstream in the future. Conventionally, global delivery of VOD has used content delivery networks (CDN) to reduce latency (time delays in communication generated during data transfers) in viewing. With scene viewing, however, the huge number of search patterns has caused lower cache hit ratios on CDNs, making it difficult to reduce latency. For the delivery of FUJITSU Business Application Operational Data Management & Analytics PITCHBASE - a scene viewing service specialized in professional baseball videos - to users overseas, Fujitsu has developed a video delivery architecture independent of CDNs and is working toward its realization. This architecture is capable of quickly providing scene viewing even to users overseas by releasing viewable scenes in stages while deploying baseball videos - increasing on a daily basis - outside Japan and reducing latency. This paper describes this delivery architecture, which enhances user experiences (UX) in scene viewing globally.
Digital Service Platform: Realizing Functions Common to Different Business Categories and Operations on PaaS
Digital Technology Utilization Through the Practice of Customer Co-creation to Accelerate Digital Innovation
Recently, digital innovations that disrupt existing business models are accelerating, including the ridesharing service from Uber and the short-term lodging service from Airbnb. In this situation, Fujitsu has started working on the co-creation of new businesses by combining customers' business know-how and Fujitsu's digital technologies. In the case of cocreation with Tomoe Corporation, for example, manufacturing site assembly know-how has been combined with augmented reality (AR) and other digital technologies to superimpose and display design drawings (3D CAD data) on steel frame components assembled on site, thereby detecting defects and leading to improved yields. This is how we embarked on the development of the provision of design patterns (shared business components) as a cloud service. The design patterns integrate cutting-edge technologies such as IoT, artificial intelligence (AI), and robotics with the latest open-source software (OSS) such as Hyperledger Fabric, an implementation of blockchain, as a foundation. Implemented on this is business know-how, its return on investment in terms of business verified through the practice of cocreation with customers. This accelerates the creation of digital solutions and the expansion of the digital domains of system integration (SI) businesses in existing categories of business. This paper presents Fujitsu's approach to digital technology utilization.
Practice of Co-Creation with Customers to Accelerate Digital Innovation
In order to accelerate digital innovation for customers, Fujitsu has been putting over 1,000 cases of co-creation into practice in the last three years. Working to realize digital innovation through this co-creation practice with customers, we have found out that issues exist that are peculiar to digital innovation. In order to resolve these issues, Fujitsu has started working on the provision of business know-how as design patterns (shared business components) using a cloud service. The business know-how is a result of the integration of cutting-edge technologies such as IoT and artificial intelligence (AI) with the latest open-source software (OSS) such as Hyperledger Fabric, an implementation of blockchain, followed by its implementation through the practice of co-creation with customers to verify returns on investment. By using these design patterns, the creation of solutions that accelerate digital innovation for customers can be realized in short periods of time and at low cost. This paper presents examples of our co-creation practice with customers, including the Japan Water Agency and Tomoe Corporation, together with digital technologies offered by Fujitsu and their effects.
Platform Software to Support SoE Systems
Cloud Software to Drive Digital Transformation in Composite Businesses
Digital transformation is now a major strategic focus for organizations of all sizes. But 'transformation' is not an end state - it is literally the process of becoming something else. So what exactly are organizations transforming into as a result of widespread digitization? The answer in our view is composite businesses. Composite businesses will create and monetize adaptable, intelligent and highly automated business models built on the orchestration of millions of real time connections spanning people, systems and things. But controlling the huge complexity of this web of connections is beyond the capabilities of today's business and IT practices, requiring more powerful tools, higher levels of automation and the pervasive use of machine intelligence. To succeed we must therefore build platforms that allow us to explicitly model, visualize and control the highly complex distributed ecosystems which will underpin the next generation of connected business models. In this paper we will explain the four defining characteristics of digital business obtained by digital transformation. Then we will introduce our cloud software aimed to implementation of these four characteristics. Finally, we will explain how the software realize digital business as composite business.
Accelerating Application Delivery in a Hybrid World
Today's businesses are looking to increase IT responsiveness with agile methodologies and DevOps processes. But they must also ensure that governance and compliance are not compromised. Furthermore, hybrid IT or multi-cloud environments can exacerbate these conflicting requirements, where different infrastructures are in play for development, test, pre-prod and production. DevOps means many things to many people, with no common definition. It can be seen as being an environment that promotes communication and collaboration, while Agile is a method of working within the environment. DevOps stresses effective collaboration and communication between various teams and departments within a culture that optimizes release cycles of high-quality and thoroughly tested end products. By viewing the entire delivery process holistically, DevOps helps us identify and solve bottlenecks that traditionally happen when one role in the process is overloaded. Fujitsu Software UForge AppCenter is a platform with DevOps in mind, focused on reducing manual coordination across the different stages of the application delivery life cycle to maximize the velocity of software delivery. This article describes agile development, how it relates to DevOps and how UForge can help get the velocity and agility you need from DevOps without sacrificing control and consistency.
Future Trends in Software Technology to Support Digital Innovations
Customers' new digital businesses are heading toward business-to-business (B2B) digital co-creation, where a large number of service users are linked with a large number of service providers through digitalization. The digital co-creation space will become a connected world in which necessary information is exchanged for individual business purposes beyond the borders of any one category of business or industry, and will expand as an ecosystem. In this connected world, for both service providers and users to conduct business in a stable manner, various technologies will be required to provide a system that allows for easy participation by both parties with a sense of security to maximize the value and convenience that can be enjoyed by the two parties and end users. The key factor in the process is the wide variety of data, which is to be handled differently according to customers' systems. Combining this data based on business purposes and agreements to sublimate them into connected information that is worth analyzing and utilizing for distribution can lead to the creation of new businesses and services, or digital innovations, as well as lead to economic and industrial growth. This paper presents trends in software technology related to the realization of these and Fujitsu Laboratories' activities.