Recently, companies have been required to clarify their challenges, their ideal form, and their purpose by referring to the stages of sophistication of customer contact points, and to aim at upgrading in stages. In this situation, one company after another is attempting to provide a chatbot, a program which uses computers to automate communication with humans, as a service for customers. This movement is also in progress in the financial industry, where diverse and complicated products and services are dealt with, and chatbots have now started to be used for customer services and sales. Fujitsu has developed FUJITSU Financial Services Solution Finplex Robot Agent Platform (FRAP), a chatbot service based on artificial intelligence (AI) that is intended for enterprises. FRAP can support automated product sales or provide customer assistance through a conversation (a chat) between the robot, which has knowledge gained through machine learning, and a person via a messaging tool. This paper first introduces the trend of enterprise chatbot services and examples of their utilization in business. Then, it describes a case of introducing FRAP in Sony Bank and the features of FRAP.
Utilization of Open Data via Public-Private Cooperation in Tourism Sector
Fujitsu is making use of open data from the tourism sector so that information linkage models can be created by diverse stakeholders in ways such as public-private, regional, and international cooperation, which are generally referred to as tourism cloud models. The intention is to develop this into a new information-oriented society by having open data linkage, and this can be achieved by utilizing the tourism information owned by regional public entities as open data. It includes increasing the amount of information of existing information services, reducing data collection and maintenance costs, and accelerating the distribution of regional information by having data shared between various information services. To this end, Fujitsu is developing technology that can automatically collect data from websites and technology to standardize data formats. This development is part of a data linkage platform that aims to have smooth mutual utilization of tourism information in the public and private sectors. Such shared use will lead to the development of a co-creation ecosystem brought about by regional data linkage. This paper describes the advanced technology that characterizes these models, operation models created through regional cooperation, and measures for utilizing regional open data from the tourism sector. It presents their main points based on actual examples of public-private sector cooperation implemented in Aomori Prefecture.
Digital Learning Platform "Fisdom"
Recently, activities of offering university-level lectures free of charge or for a small fee via the Internet have been attracting attention. In 2012, massive open online courses (MOOCs) started in the U.S. and over 500 schools mainly from the West are now offering courses, which over 30 million people are now taking. In Japan, with the aim of making MOOCs popular, courses certified with the Japan Massive Open Online Education Promotion Council (JMOOC) began in April 2014, and the courses are offered by 45 universities and taken by 500,000 people. Fujitsu has established "Fisdom," a digital learning platform integrating MOOCs and small private online courses (SPOCs) to diversify and sophisticate education with flipped learning making use of MOOCs. Fisdom is equipped with functions including discussion boards, where students ask and answer each other's questions to solve problems, and report cross evaluations, in which reports submitted by students are evaluated by other students. These functions lead to retention of learning by providing students with opportunities for mutual teaching and learning and helping students give each other advice. In addition, students' lifelong learning can be recorded, which raises expectations for utilization of the learned knowledge in a variety of their life events. This paper describes the features and application examples of Fisdom.
Global Approach to Knowledge Sharing and Standardization for Promoting Growth in Service Business
With the corporate DNA of a customer-oriented attitude adopted by 160,000 employees worldwide, Fujitsu globally offers services and products as an information and communications technology (ICT) vendor. Meanwhile, one issue is that we have not been able to build an adequate system for sharing knowledge and experience between employees of different countries and regions. In addition, one new solution and service concept after another is being brought to the ICT market, and these concepts need to be promptly introduced and continuously added to the set of services offered to customers. A system for doing this is also globally required. This paper presents the Service Configurator Project, Fujitsu's activity for sharing knowledge distributed between global organizations and information about excellent solutions of various regions to promote standardization. It also outlines the tool suite and service configurator that are results of the Project.
Aiming for Digital Business Innovation by Expanding Services for Co-creation
While digital technology is exerting a considerable influence on society and the industrial structure, the environment surrounding customers is undergoing significant changes on a daily basis. In 2015, Fujitsu proposed FUJITSU Knowledge Integration, a new integration concept for creating new businesses and services for customers. In 2016, we announced a service framework for co-creation to embody this FUJITSU Knowledge Integration. At the same time, we opened FUJITSU Knowledge Integration Base PLY, a facility that serves as a place for co-creation where Fujitsu systems engineers and customers can hold workshops. It was launched in Fujitsu Solution Square (Ota-ku, Tokyo) with the purpose of leading to open innovation. We have made the most of our experience based on many past cases of practical co-creation and achievements and, together with customers, are heading toward the goal of digital business innovation, which we call the "digital journey." We have also expanded our service framework for co-creation. This paper first describes all the co-creation activities of Fujitsu and the OODA loop, an idea that forms the basis of such activities, and presents the services that have been expanded.
Digital Transformation Driven by Technology
New Approach to Improving Site Operations of Distribution Center with IoT Technology
Yamato Logistics Co., Ltd. (Yamato Logistics) operates many distribution centers as a logistics partner of many different companies. Those companies include Fujitsu's customers, where improvement activities for various site operations have been carried out in order to flexibly accommodate an increase in the volume of items handled and new logistics processing due to the addition of new products and volume variations between busy and slack seasons. With future business expansion of partner companies in view, Yamato Logistics was looking for a way to improve site operations and achieve greater effectiveness and accuracy. Accordingly, Fujitsu worked with Yamato Logistics to devise a new approach for this and solved problems with a conventional approach. Major measures include visualizing site operations by using the Internet of Things (IoT) to convert the operations into quantitative data. In addition, we visualized the conditions of a superior distribution center to define them as an ideal form. This has made it possible to accurately grasp the problems in operating distribution centers and predict the degree of improvement possible. This paper describes the approach to improving site operations that we have devised.
Creation of New Manufacturing Diagnostics Process by Co-creation with Customer
How to efficiently ensure that manufactured goods are consistent with the design is one key issue on manufacturing sites. In manufacturing processes of the industrial sector, manual labor exists in many categories of business. Human intervention unavoidably involves human errors and it is important to find ways to promptly detect them so as to prevent rework. In the steel structure industry, shortening of work periods, cost reduction, and ensuring of quality are urgently needed in order to survive competition for orders and manufacturers are taking active approaches to eradicate rework due to human errors. Fujitsu has analyzed the causes of rework from the existing manufacturing processes and tested hypotheses from a technical perspective and from the viewpoint of users. The purpose is to build a system that allows anybody to easily diagnose manufacturing defects by applying information and communications technology (ICT). It has led to the establishment of a "new manufacturing diagnostics process" making use of augmented reality (AR) technology. The new manufacturing diagnostics process has been verified jointly with a customer to achieve a tenfold improvement in productivity from the conventional process and eradicate rework arising from human errors. The new manufacturing diagnostics process has also facilitated the development of FUJITSU Manufacturing Industry Solution 3D Superimposed Product Design Diagnostic. This paper describes the course of activities relating to the new manufacturing diagnostics process including hypothesis testing, demonstration, and product creation.
Promoting Global Software Factory Activities through "Yakushin," Integrated Project Infrastructure
In the government and public enterprise sectors, it is necessary to build different high-quality business systems quickly and at low cost to correspond to laws, institutions, and the operating characteristics and required specifications of each customer's business. In addition, the approach to system development has changed from vendor-provided development solutions to those that are a combination of vendor-provided and open source software solutions. Based on these circumstances, when Fujitsu is responsible for developing and operating public-related systems, it promotes activities focused on determining development approaches and deciding project management approaches with the priority on stable operation of customer systems. Starting in FY2017, we launched global software factory activities (software industrialization from a global perspective) and the internal application of "Yakushin," an integrated project infrastructure to standardize work quality. With Yakushin, it becomes possible to determine development approaches and tools, as well as project management approaches. In this paper, we describe Yakushin's core development infrastructure, Yakushin/Crust, as well as its project integration management infrastructure, Yakushin/Tophat.
Digital Transformation via AI
Disaster Prevention System Utilizing Social Media Information
Information on disasters has conventionally been obtained by using physical sensors such as water/rain gauges, weather radars, and meteorological satellites, with national and local governments playing the central role. However, putting physical sensors in place requires time and cost, and installing a sufficient number of them is not always possible. Fujitsu has worked jointly with the National Institute for Land and Infrastructure Management (NILIM) at the Ministry of Land, Infrastructure, Transport and Tourism. Together, we have researched and developed a system that can collect and analyze in real time the disaster-related information posted on social media by residents (social sensor system), and implemented it in society. The system can pick up only information that is useful for grasping disaster situations out of a large amount of information (big data) by utilizing artificial intelligence (AI) technology for location estimation and filtering out unnecessary information. In addition, it can estimate when and where a disaster is occurring at the municipality level by statistically processing the posted information collected. By using this feature and combining the information posted by residents (social sensor information) and the information from physical sensors installed in the field, the system helps disaster prevention personnel to make prompt decisions and carry out disaster-related activities. This paper describes our solutions to issues for realizing the social sensor system and outlines the system.
Contribution of Medical Big Data Analysis Technology to Medical Innovations
Recently, utilization of big data by information and communications technology (ICT) has been attracting a great deal of attention in various fields in Japan and overseas. In the medical field, for the purpose of realizing personalized medicine, innovations ranging from diffusion of electronic medical records to accumulation of medical care information and further to integration of genome information have been promoted up to now. However, there is a limit to manually processing the large volume of information accumulated by these and technology utilizing medical big data that can be effectively and efficiently processed is considered necessary. Accordingly, Fujitsu has developed medical big data analysis technology. This technology meets the requirements peculiar to the medical field such as execution of analysis with promptness, high reliability, and accuracy ensured and an appropriate interface independent of the analysis skills of users. This technology has been confirmed to be capable of contributing to medical innovations through actual medical care information analysis conducted jointly with the National Hospital Organization's Nagasaki Kawatana Medical Center. This paper presents the medical big data analysis technology developed by Fujitsu.
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.