51ºÚÁϲ»´òìÈ

Transcript

Hi everyone, thank you so much for joining. We’re going to give it another 30 seconds for more people to connect and then we’ll start.

Yeah, let’s give it a minute. Hello everyone. Thanks for joining. Glad to have you all here. We’ll start very soon.

Lisa, are you going to start sharing your screen soon? Yep.

I think we can get started. Everyone can see my screen, right? Yep. Perfect. So again, thank you so much for joining us today. We’re going to be talking about AM forms in financial services. Specifically, we’re going to explore how to build personalized digital communications with the 51ºÚÁϲ»´òìÈ product team and Source 360.

From the 51ºÚÁϲ»´òìÈ side, there’s me and Melissa from the product marketing team, and I’ll pass it over to Arun so he can also introduce himself. Hello everyone. My name is Arun. I lead product for AM forms and very happy to walk you through what forms can do for you in personalizing communications and also adaptive forms. Over to you, Charles.

Hey guys, I’m Charles Rich with Source 360 Group and I’ll be leaving the demo today for you guys.

And hi, I’m Hugh Barton. I’m also with Source 360 and I’m a VP in the organization and a forms subject matter expert.

Great. Chris.

Hi everyone, I’m Chris and I’m a PM at AM forms. I work along with Arun in the financial policy product.

All right.

So these are the topics that we’re going to cover today. Starting with the opportunities in this vertical, then we’ll go over the AM forms capabilities. Later, Charles from Source 360 is going to put those two points together with an end to end demo. And finally, we’ll have our PM Chris showing the product’s latest Gen AI innovations.

So Melissa, sorry, sorry to interrupt. There was a question in the chat that somebody couldn’t see your screen.

I think others also cannot see.

Let me share again.

Okay. Hopefully that’s better for everyone. There are some folks who can see. So it’s not everyone. Can somebody confirm? I just got a thumbs up.

Yeah, but I think.

So Kathleen, we’re only seeing it from you now that you cannot see the screen. Everybody else can. So maybe you want to try logging back in or dialing back in and we’re going to continue.

Sorry about your trouble, but I think it looks like most people can see it. All right. Thank you, Kathleen. And thank you, Ken.

All right, Lisa. Go ahead. So starting with the first point, opportunities in financial services. So overall, FSI is in a time of transformation and rising customer expectations. Starting with the first column that you see on the left.

Users are having mobile first interactions and they expect fast, digital and personalized services that are also delivered real time. But however, the business reality is the opposite. Now we go to the column in the middle. Financial organizations are slow to modernize. I think everyone here knows that, lagging what customers expect. And we can see this in broken enrollment experiences. For example, having an end user have a great experience on the website, but when it’s about filling in a form, they have to download a PDF. And having those type of solutions, paper, legacy, in-house, it’s difficult to maintain, update and scale. And finally, this causes siloed data and minor reviews. So not being able to deliver those fast, digital services that customers are expecting. So this gap between customer expectations and non-modernized businesses results in lost opportunities, as you can see on the column on the right.

There are uncaptured cost savings and revenue growth that are left on the table. And we have some key stats that reflect that. First, starting with users. So two out of every three customers, 67%, will abandon a form if complications arise. So all that effort to engage the customer is a lost opportunity when they reach a non-digital, non-on-brand form. Also, in-person processing is 42 times more costly than digital. And finally, it costs $55 more to onboard a new customer in person versus online. So now the real question behind that is, if the cost savings are so big and the revenue growth opportunities is also big, what is getting in the way of modernizing forms and communications? And it’s three things. First, FSI organizations have a huge number of forms and communications across multiple systems. So that makes the management of all of this a big challenge. Second, forms and communications are driven by IT. So updates are too slow to keep up and that’s what causes broken experiences and even compliance issues. And finally, the last challenge is that it’s too expensive. So as I mentioned before, with a DIY approach, it’s too costly to scale.

So what we’re going to show you today is an end-to-end solution that can help you achieve that modernized state that your customers are looking for. And that’s what’s going to help you capture those lost opportunities.

So before getting into technical details, we wanted to explain high level what AMForm drives. And it’s two things. First, operational efficiencies, as you can see on the left, and also exceptional user experiences, as you can see on the right. So by having operational efficiencies through authoring at scale and automated workflows, organizations are able to deliver omnichannel experiences with a fast delivery to their end users. Exactly what we’ve been talking about, those rising customer expectations. And with all of those pieces put together, it’s what’s going to help you achieve a higher conversion and enrollment rate. So in this way, we are simplifying these complex but crucial processes. And we see this across our customers. These are some of the results that they have achieved. From decreasing form abandonment of 63% to higher team productivity of 66%, which leads to an increasing self-service of 113%. We also help developers edit forms faster in 85% and end users with a form-filling experience. So we see a 58% faster form completion and also 50% decrease in customer errors.

So what are those capabilities that are driving those results? We have five key capabilities. So as I mentioned, AMForms is an end-to-end solution starting with omnichannel forms. These organizations are able to easily author at scale, which boosts developers productivity, but also empowers business users with our friendly UI and also provides a guided experience for the end user. After a form is submitted, AMForms helps you to automate workflows. Everything that happens after the data is submitted, including routing that data to the right places. As I mentioned at the beginning, AMForms is an end-to-end solution and it helps you leverage that user data that you have already captured in every way, including customer communications.

And all of these capabilities are supported by Gen AI, which is what you will later see after the demo from Chris. And finally, we have our native integration with AMSight, which is extremely important because it’s what’s going to help you create a unified experience for your internal users and also for your end users. And finally, very important to mention that we’re integrated with the 51ºÚÁϲ»´òìÈ Experience Cloud, which helps you bring the best out of every product.

So now, what exactly can you build with those capabilities? AMForms solves for every type of form, starting with marketing forms, as you can see on the left. So a great example is a contact us form, request a quote form, for example. The value that AMForm brings to this use case is huge. It allows you to create on-brand unified experiences for the end user, so therefore you can increase your conversion rates. The next business, the next use case going into the next column is business unit forms. And by this, I mean application forms. So an example would be a loan application. You have multiple form fields, multiple categories, multiple types of information that you need to capture from your user. So with AMForms, you’re able to provide a guided experience for the end user, show them just the fields that adapts to each user, and also you provide them with a fast service delivery, which is enabled by the automated workflows that I just mentioned in the before slide. And finally, we have our customer communications. So an example of this is a monthly statement. And this is very helpful for our FSI customers because it helps them to drive user value because it’s integrated with the data source and therefore the communications can be easily personalized. And in this webinar, we’re going to be focused on this last use case, customer communications. So before we deep dive into the demo by Source360, I wanted to explain high level the value that customer communications brings to customers. And first is that communications are easy to update, easy to create, and easy to update at scale. You can generate templates, documents with a friendly drag and drop UI and deliver it on any channel. Second, these communications can be personalized at scale because they’re integrated with your data source of choice, which relieves IT from any custom work. And finally, now we have our communications capabilities on the cloud. So you also get all the benefits of being on the cloud, like ensuring the speed, availability, resilience, proactive security, and all of the latest innovations. So now on the bottom row, you can see a high level summary of how it works. You can choose a template, as you see on the first image. You can reuse content with fragments that you can see on the second one. You can connect it to your backend system. And with those three simple steps is what’s going to get your personalized customer communication that it’s going to be ready to be sent.

So with that, I will pass it over to the Source360 team in which you will be able to see all of this in action.

Awesome. Okay, let’s see. I should be sharing my screen. You guys give me a thumbs up.

Or everybody else.

All right. Looks good. Okay, fantastic.

Okay, so let’s, we’ve got a lot to process here today. So let me give you first just an introduction. This is the AEM Experience Cloud. So in the cloud, we have lots of product. Today, we’re going to be focusing on the forms side of things. But of course, we have sites and assets and other cloud offerings within here. So as I click around, I didn’t want you guys to get too confused about where we are. We’re going to strictly go into the forms area. Within the forms area, we also have, we have three areas of interest here. One is the themes area, which we won’t go into much, but this is where you can set up themes within the organization. And you can have multiple themes for it affecting the styling of forms, affecting how components look and feel within the forms. And then you can assign those within the forms. And whenever I say forms, I’m really all encompassing with your documents, your interactive communication, and things like that that you’re going to be using. The other part is the integration. Just like Melissa said, is that we expect that you’re going to be integrating your systems data with your documents and your communication documents. And inside of these, you have a plethora of opportunity to integrate with outside sources. So this is just an example I’ll show up on the screen is that this has integration into Salesforce. So it looks like a model, a data model that you can use within your organization to integrate real data. And it can come from multiple systems. So you don’t have to have one single system. You can consolidate data and display in a business sense into forms. So let’s go back to where we started forms and we’re going to focus into the forms and documents area. Charles, Charles, Charles, sorry. Yeah, if I can interject for just a second. So I think it’s important to note that this platform capability is from the straightforward to the more complex and is intuitive. And the idea is that there are a lot of things that can be done by business users. And then as you get farther over to the right, more complex issues around data integration, some of the things that Charles mentioned, then the partnership and collaboration with IT becomes more important. But and all of that can be set up and guardrails can be set up based on permissions and roles in the organization. So all of that capability is there to make sure that this is a platform that can be exercised by business users for those things that are more straightforward. And the opportunity to deal with more complex issues as you get into, like I said, data issues of data integration and such.

Yeah, good point. So I meant to talk about that is who is using this UI, which is exactly what Hugh talked about.

Depending on your role in the organization, you will be presented obviously navigation into the folders, but also be limited in the different things that you can do. So, for example, form authoring or document authoring, you can do layout events, but you can’t do scripting things that are more technical for technical folks as well as in the data, the data models as well. So you obviously don’t want a business user necessarily going straight into the organization of the data models. But once all of these fundamental foundational components are created, the data is easily accessible or the data, the model is easily accessible within the form or document that you’re creating. So in this folder, we have all the assets that are related to this demo today. So let me get set up the scenario for you guys and we’ll kind of go through the pieces and parts of the demo. So we have a lot of forms, customers and financial services in it. And by and large, what’s happening in these customers is that they’re getting phone calls to the customer service rep and they’re initiating some sort of request. So what I’ve done today is created a repayment request. So there’s a person that owes us some money, twelve thousand dollars, and he’s been sent a communication offer of, hey, we can give you twelve months or twenty four month repayment option. So please call us and make this arrangement. So what I’ve done is created a repayment arrangement screen for this, for a customer service rep to be able to make this this offer to the to the individual who’s called in. So let’s look at that form. Maybe we can quickly just for people’s benefit, we can quickly flash the slide where you were talking about the story. Melissa, do you want to quickly share that slide back and then we need to put things in perspective before we jump into the actual demo? OK. Yeah. So what we have is we have Aya who is the customer that’s requesting a she she received a communication from from the company and says, hey, you know, you owe us some money. Why don’t you make a payment arrangement plan for us? So she’s calling in and George is answering the phone. So George is going to take her information. They’re going to make an agreement on the phone and he’s going to submit a request for for this repayment agreement after they agree on the terms of the agreement. So once that’s submitted, then it’s going to go into our workflow and I’m going to be the forms practitioner and kind of show you how we built the form, how we built the workflow and how it gets executed. And of course, what’s going to happen is a document is going to be created. That’s going to be the agreement. It’s going to go for signature to these to the customer to make a final agreement.

And then then, of course, what we have is the statements. At the end of every month or at the maturity or during the execution of this, this loan is they’re going to get a monthly statement. So I’ll show you how that happens as well. So these are the characters that would be playing. You guys, I’m not going to say I’m George now and I’m Aya now. You know, you guys can understand the flow there. Thanks. Thanks, Melissa. Let me get back to my screen.

OK, so I should be back on the screen.

OK, so the first thing is what we have is we have an adaptive form, which is going to be the customer service rep being able to view this form in a portal once he receives the phone call from the person. And this is the authoring part of the form. So this is seeing the form in all its beauty after every before everything happens. And of course, it’s going to have all the different things. But whenever we execute this, whenever we see this in a portal from a customer service rep standpoint, they’re going to get the phone call from Aya and they’re going to validate all the different things they need to do. But eventually come up with some account number, some identifying criteria. And what we want to do is go search the system. And this is where the data is important. We’re going to go reach into our our systems of record, Salesforce or Microsoft Dynamics or or whatever. And we’re going to go pull and also the core banking system. So we’re going to go pull this person’s information. Sure enough, he does owe twelve thousand dollars. We’ve got his name there and he’s been offered two different two different offerings. So we can talk to him. And this is what the conversation is about with the customer service rep is we’re going to have him select one or the other offer. So we would select an offer. He’s going to take the 12 month offer. And and this is going to initiate the workflow. So we would submit this form and it would start start the process. So what is the process look like? So let’s go over to the workflow.

And of course, you have a ton of workflows configured in system for all your business processes. So let’s go and edit this workflow. I made it super simple in this case that because it’s just going to go straight through. We’re not going to talk about all the exceptions of it. But basically, I’m going to get the data from the form. I’m going to create the approval step. And this is a manager assignment. So what we’ve seen in some customers is that a certain dollar amount might trigger a supervisor approval. And if it’s under a dollar amount, we can do skip the approval, for example. But what we would do is send submit that form and maybe make a decision on whether it needs manager approval or not. And then once the manager receives it, they’re going to get a task in their inbox and they’re going to take action on it. So they could reject it. I don’t have that depicted in this in this workflow, but they could reject it and go back and maybe send a letter to the to the individual communication of rejection notice. But let’s say they approve it. Then we’re going to send it to 51ºÚÁϲ»´òìÈ Sign. 51ºÚÁϲ»´òìÈ Sign is integrated into AEM out of the box with cloud services. So obviously, you have to give it your credentials and and make a connection to it. But other than that, everything else is is built in and how you send it to the document or to the customers and how it gets signed. So now what we’re sending is… Hey Charles, just from an implement. Sorry, just just to interject from an implementation perspective, obviously we’ve got here 51ºÚÁϲ»´òìÈ 51ºÚÁϲ»´òìÈ Sign, but it can you know, it can be other e-sign platforms as well as well. So and the lift is pretty similar.

Certainly. Yeah. And that’s that’s a great point is that this workflow is extensible. So each one of these is a component. And, you know, we’re a third party implementer. So we have done the integration with with other signing authorities. So that’s certainly possible. But you could also imagine the other things that you might need to do in workflow that that maybe is not a fundamental step out of the box. So this is completely extensible in making your custom steps or reaching custom business logic that you already have written in your foundational systems to do that, as well as updating data in your core banking system or making updates in the sales force after the process has gone through. OK, so rather than going through the workflow completely, what I’m going to do is show you the form. I know Aruni don’t love it with our demo stamp here, but this is the form that I’m going to show you. This is what we call a communication document. And what you can see is that it has the data that’s that’s assigned into the form. So we’ve got the person’s name and we can use this data inside the context of a paragraph. So if it’s longer, it’ll word wrap, it’ll do all the different things of flowing. And you notice also that I placed a signature within the context of the form. So you’ll see how I did that in the design of the form to where we can give tags and locations, even if it’s multiple signatures, we can give it the tag and location of where the signatures go so that it’s very automated once it gets to 51ºÚÁϲ»´òìÈ Sign. So let’s move that aside for now and let’s go into see how we did that. So Charles, if I can quickly add, I think the two things that are getting highlighted here about the product. One is we can serve both input use cases for data capture as well as output use cases for outbound communications. So you saw an example of an adaptive form. The advantage of these two capabilities coming from the same product is you can reuse content across your outbound communications and also inbound adaptive forms. You can leverage the same data integrations that you have built with your systems of record because the adaptive form data being captured is going to a system of record and it’s getting pulled back for generating a communication like this. So that’s one. And second, in this case, we’re talking about a service rep filling the form on the customer’s behalf. But of course, there are many use cases where we have our banks and other FSI customers who have implemented self-service forms for their end customers to submit insurance claims or set up recurring payments on their own. So that also leads to a lot of operational efficiencies and cost savings. I think the example here is where a customer rep is actually talking to an end customer. And that’s when, as a result of that workflow, a customized and personalized communication like this is generated at the end of that conversation. So excellent coverage so far, Charles. Continue, please. Great. Great. Thanks. OK. All right, guys. So, so far, so good. Let me just tell you, I know that there’s some AEM customers on the call today. A lot of this stuff is is been there, done that sort of thing. We we’ve always been able to generate PDFs. We’ve always been able to send to 51ºÚÁϲ»´òìÈ Sign. But here’s where it gets exciting. And this is I’m not joking. Like I’ve been doing this 20 years. The innovation coming out of 51ºÚÁϲ»´òìÈ is is really cool right now. So this is something you haven’t seen potentially before. This is designer in a browser. And and man, it’s cool. I love this. And this is what gets me excited about the things that are coming out with 51ºÚÁϲ»´òìÈ that are here right now. So what I’ve done is instead of the the windows based designer, now we have a cloud designer. And what’s really cool about this is it’s it’s a really simple interface. It’s less complicated than it was before. And it’s simple to use. Drag and drop, as you’d expect, just like sites and everything. It has the same functionality that you expect in designer. So, for example, the idea of fragments. So you see, I put my mouse over it and it’s identified this area as a an external fragment. If you guys aren’t familiar with fragments, the value of a fragment is huge. You can have this header across all your forms. And if your address changes, you go change in that one place and it will change all the forms that contain that that fragment, which is great. It obviously makes sense on something like a header. But think about legal disclosures that you might need to change and have those propagated throughout all the the organization. Also, the management and approval of that text now becomes simpler because you don’t have to manage it throughout the 800 forms that it might be. And you can manage that text separately, have it approved and have it propagated throughout all the forms that have that. So this fragment capability is not new, but it’s awesome inside of this web browser. The other thing is that the data model, I know we mentioned that, is the data definition. I knew I flashed up something really technical with that data model with Salesforce. But imagine that being available to you right here in the screen where you can start using it within the context of your letter or your form. And not only that, it’s very modernized in that I can just go start clicking in here. And Chris, I saw your demo. This is super cool. Just like Instagram, you start typing and it’s going to do it for you. So you can just put it in there. Before in design, you had to kind of right click and do an insert floating field and do all this stuff that was felt very technical, even though it was pretty simple. So this is really modernizing and innovating our design tools to make it much easier for a business user to start making changes. All the other cool stuff that you’re familiar with, with flowing and page breaking and all that is in the cloud-based designer. So this is what gets me excited about the future and going into the new cloud-based designers. You also notice that this is the signature part that I mentioned. So if we have multiple signers with 51ºÚÁϲ»´òìÈ Sign, it’s very easy to put some well-known tags in there so it can replace the different signatures in there. So this is how you create that document. So how do you view it? So in the old PDF designer and designer web base, we’d have a PDF preview. And this is no different as well. So I’ve got a preview. I’ve got a sample data file, which happens to be the data that was going into form. And now we can actually see it here on the screen. So it’s going to show you what it looks like. And obviously not with the signature, because we need that with 51ºÚÁϲ»´òìÈ Sign. But you can see it’s putting the data within the context of the paragraphs. It has everything as you need it. So this is what Interactive Communication Document is all about, is creating something that can go for print or mailing or emailing or make it available to a customer through a customer portal or something like that. So this is an on-demand, what we call an on-demand scenario where the workflow generates it and sends it based on a trigger that is maybe, like I said, a customer service rep that is initiating the process. But it’s a very similar use case for a statement that goes out in every month. So I’ve already got one created here. And let’s just go into that one. I’ve got some hyperlinks going straight to it. So you can see this is the same sort of idea. It’s got the header up at the top. I actually didn’t make this a fragment. I built this a little bit earlier. But it’s the same idea. It’s the same way that you built an on-demand communication with a statement that maybe is generated every month. And we can generate hundreds of thousands of these documents through a batch process that’s kicked off by your internal systems and merge the data into these and generate the PDFs to be sent out. And the same idea for in designing. You can grab the XML and go preview these documents and see the data within the context. And yes, I hard coded the numbers. I don’t have a financial core banking system to go prove that we can get that data in there. But this is going to have it has all the capabilities of repeating rows and data and tables to be able to do the more complex look and feel of the statements and whatnot. I feel like I’m flying through this, but this is the exciting part to me. So Hugh, Arun, anybody have any other things that you want to go through in particular? Yeah, I think the other thing that obviously it allows you to do is add conditionality. I think you maybe you covered that. If you have to add any kind of business logic to this, like you want to show certain sections based on maybe the repayment or the account balance being above a certain number, you can do all that logic within this. Just in the interest of time, we are not highlighting every capability, but happy to work with anybody who is interested in exploring more on a one on one basis.

So I’m very happy to work in a closed setting to help you explore the product more. But again, the idea is that we have taken an application as a solution and software that was tied to the Windows operating system as a desktop software and actually reinvented that for cloud. So that one, you don’t have dependency on any specific operating systems. It is part of the aim UI. And second, it is much more business user friendly, right? As Charles has demonstrated, you can easily compose these. And then Chris has more exciting news for us later on, where we are going to invest in a roadmap to enable this to be done using Gen AI prompts. More on that later. But Charles back to you. But yeah, this is exactly. If I could make a couple of points, Charles, thank you. Just to reinforce the fragment notion. And Charles had mentioned it about disclosure language. And we know that from our work with FSI customers, the myriad of changes that happens with compliance language, disclosure language all the time. And the idea that that fragment can be managed separately means that, you know, also the approval process can be managed specifically around just that disclosure language. So the idea that you can create workflows around being able to make approved changes to disclosure language based on what legal or compliance needs and then be able to have legal and compliance in an approval process to be able to approve and then be able to push the new disclosure language out. It’s not trivial. The other point that I wanted to make just as a data point, you know, one of our customers going through working on this kind of project with them, their existing turnaround time for making even small changes to their forms is measured. It’s at least eight weeks. And at this point in time, everything is being done by the IT organization. Nothing’s been done is being done by the business. So, I mean, you can think about the drag to business associated with even making small changes and taking eight weeks or more to do it. And just some of the things that Charles was able to highlight in the authoring environment. And again, the ability to put up specific guardrails and understand what things can happen in the business, what things need to happen in IT. All of a sudden that drag gets to be reduced pretty significantly.

Yeah, all great stuff. So back on the rules part with the potentially legal language and also having the rules. You guys are probably familiar with interactive communication. So that’s also be available in the cloud. And this will do some of those rules based sort of things to dynamically build the document specific for your customer. So it’s all about the personalization, which is the topic of this webinar, to be able to personalize a document, whether it’s marketing language or legal language, to be specific for your customer and your use case. So that’s also the capability. And that can be done in design time of the form or even in the back office or in the workflow that we talked about to implement some of the business rules. So that’s definitely an important capability.

So a disclosure language for Texas of a paragraph and three pages for California. Right. Right. Yeah. So that’s why we have flowing works in the page breaking. That’s right. All right. Cool. So I’m excited for Chris to show what’s next. I don’t know if that’s exactly what’s next on the agenda, but unless we have any questions, I’m not able to multitask here too well if there’s any questions, but I’m open to anything else that might come up. Yeah, let’s continue with the questions on the chat and we’ll do we’ll have some time towards the end for folks to come off mute and and talk as well. But let’s continue to Chris’s section. And in the meantime, happy to take any questions on the chat.

Melissa, I didn’t hear the screen for him or OK. There you go. Go ahead, Chris. Thanks, Charles, for the comprehensive end to end demo. And what you saw, folks, is, by the way, not even the full picture, as I mentioned, there is a fully loaded roadmap we have in the direction of interactive communication, H2. And we have a bunch of other features being added onto it, like the current agent UI, which we would probably be brand as an associate.

And my favorite one, which I don’t also touch based a bit, the communication experience builder. It will make sense for me to talk more about it in the next slide as we jump into some of our other innovations happening in the form space. The Melissa. Yes. All right. So we are already in the age of A.I. and the underlying theme of evolution has always been adapt. Now, in the world, this applies to everyone, individuals, businesses and of course, office 51ºÚÁϲ»´òìÈ. We are always about adapting and creating the future. Therefore, we took active steps in this direction by creating the experience builder for forms.

So I’m going to assume the role of a new day forms author or forms practitioner as we dive into the recorded demo of this feature.

So what you see here is the universal editor where I can simultaneously off of my site and forms. So I check my cast list thanks to the work print integration. So I’m tasked with creating an account creation form with some particular like separate panel for each product. So the requirement by itself seems pretty weak, but good for me. I have the experience builder. I don’t have to bother so much about what things to include, how many panels, how to organize styles, so on and so forth. I just checked. I just rudimentary prompt here, rudimentary English text, create a form with personal information panel.

AI does the rest of the thing for me. It comes back with a suggested list of form fields which can go in for collecting the personal information. I just have to click the button apply. As I do that, like magic, I see a form in front of me with a bunch of personal information field, which is very relevant for collecting the information. And the beauty is it has also taken team into consideration. I didn’t have to do anything about the look and feel. The next bit is adding the products. So I know that investment is one of the products and I have gathered a screenshot from a competitor or internal place or somewhere. And I give this input to my experience builder saying, hey, create a panel for account information, taking the screenshot as an input. In plain English, I provide this as an input and AI does its job beautifully well. I once again hit on apply and I see a panel here which is created dynamically taking the screenshot as an input.

It’s making my job even simpler.

So moving on next, I need to add another product, which is the car insurance. So now I don’t have a screenshot to provide input for it, but what I do have is AI. So I’m just going to say add another panel for a car insurance detail. And AI does its magic. It does the thinking. It thinks what all feels are relevant in this space. And I just once again have to hit apply and I have a panel ready with the car insurance details in no time. Next, what I see odd is the submit button there and I give it the relevant form saying bring the submit button to the bottom. Once again, AI assistant asks for my confirmation. I hit apply and you can see that with no drag or drop or any of that, with just pure chatting, I’m able to bring it down. Next, there are suggestions. One of the suggestions is to convert this into a progressive layout. So that was one of my requirements, right, to have the product details in silos. So let me go ahead with the suggestion and see what happens. So AI tells me what is going to happen if I do this. There are four pointers. I go through it. Sounds good. I apply it.

In a Jiffy, my form is converted into a wizard layout.

So this is pretty much the requirement I got from my task list, which came from Workfront. So I have a wizard kind of layout forms with isolated panels and everything looks good. So now if I want to apply rules, there is some jargon to it, very little bit, but still I just go with the plain English language. I provide the prompts to make it easy in this recording. I had copy-casted it. So I just do that again, hit apply without having to go anywhere outside my screen.

The rules get applied. What you see, by the way, is the rules editor, which is where we otherwise would have configured and forms out of the configured rules. So all of that was controlled from within the experience builder. And this is universal editor. And of course, we have the near perfect scope. So imagine if I had to do all of that with the big requirement I got. This would have been a helpfully task. It would have taken me so many hours, if not days. And with the power of AI, I was able to do that in a few minutes. So cool, right? And we envision to bring this coolness to the communication side of things as well. With what we call as the communication experience builder, which Arun talked about. And this is the vision of it. So you can expect similar performance efficiency in the IC editor as well. So I should be able to do everything that Charles showed in his demo by simple natural language admin.

So moving on, if you can go to the next slide, Mehrdir. Right. Yeah, Chris, I can quickly add, I think what you saw at the end is another key aspect of the product, where all of those experiences that were built very fast using the experience builder, using Gen A prompts, are also delivered with perfect Core Web Vitals, right? Which means that your end users are experiencing super fast rendition of those pages and those experiences. So there’s less bounce off rates and increased user engagement and conversions. What we’re also investing in is what we call forms optimization. So it’s going to automatically help you optimize your forms for conversion, whether it’s the layout of the form, the proper call to action of the form, whether it’s visible above the fold on the page or below the fold, and many other ways to improve the forms experience so that it leads to higher conversion. So a lot of exciting innovations in the product that help you not just build these experience quickly, but also serve them in a way that is performant and leads to higher conversions and business for you guys. So that’s the thing that I wanted to highlight. And then what we’re looking at now is multiple ways of filling these forms. So that’s what Chris is going to highlight next. Over to you, Chris. Thanks, Arun.

So moving on, what we just saw was AI for the author helping enhance this creation journey. So but what about the end users who are the prime consumers of these forms, the reason why we build these forms? Even they are evolving with AI. And that’s what we thought. We extend our existing headless offering, blended it with AI to create what we call the multimodal forms. So what we are trying to do here is to reimagine the digital enrollment experience of the future. We have we are thinking of introducing three different modes of filling a form by means of chat, image and voice. Voice is still a work in progress. In this demo, we’ll be covering chat and image. So let me wear the hat of an end user as we dive into the recorded demo.

Yes. So what you see right now on my screen is another form as it is. What we introduce is some kind of a magic icon, purely customizable based on business needs.

Which is the doorway to this particular UI which you see, which is how we envision the multimodal form. This introduces multiple modes of filling the form. Let’s start with image.

So what you see is more of an image upload kind of a widget, which enables me to upload something like an ID card. Assuming my name is Ayatan, I had uploaded my deal and AI took care of extracting relevant data and filling the relevant fields in that form. And it is smart enough to understand that some things are missing and it asked me only the relevant fields which were missed out. And it goes up on in a chat format, asking me the next questions in the form to help me fill the form all in the chat format. We have created these widgets which try to bring out drop downs, radio buttons, checkbox, all of that in a chat friendly way. And the best part about this UI is we are taking the inspiration directly from the popular AI systems like ChargeAPT and others, the canvas in the middle and the chat interface will be left. And we also kept in check the hallucination aspect of AI. Here I can legit see what is being filled for me and I have an option to come back to the form and see here, preview. So I know for sure that whatever data is filled is what I want to be filled and not an hallucination output.

So and whatever journey which we just saw, we also envision that to happen by means of voice as an input.

So we definitely try to see a new way of filling form and if you believe in this vision, I would like to invite you or talk a little bit about the early access program which is designed for this purpose. So all the innovations which you saw today, including the forms optimizer which we didn’t see a demo but I will mention, these are all early innovations. And we want to do a co-innovation kind of setup where you work closely with the product team, that is direct touch points.

And we work towards making you successful in any of these early innovation features. And in the process you will get access to best practices, the product team and of course if you get stuck in anywhere, there will be quick resolutions. That is of course more to it and I encourage you to reach out to the EA email ID to learn more about this. With that, I will pass it back to you Melissa.

Thank you Chris. I’m going to stop here and check if there are any questions on the chat. If not, feel free to drop them down there or unmute yourself and ask us anything. We have the product team, engineering team and Source360 to work through your questions.

In the meantime, I’ll share this slide. If you have any questions as I mentioned, as Arun mentioned, you want to see what worked with us, you want a custom demo from Source360, contact us. I’m leaving all of our emails here. I will also put them in the chat. And on the right side, I’m leaving two QR codes. One for you to contact Source360 and ask for a custom demo.

And also for you to leave your feedback on the other QR that’s more to the right. So please feel free to reach out to us. We will also share the recording of this webinar and some additional materials that will help you get started with anything you need around AEM forms.

If there are no more questions, that’s all we have for you. Thank you so much for joining. It was great to see all these names here and we’ll keep in touch and share the recording of the webinar as I mentioned.

Thank you all.

Thank you.

Thanks, everybody. Bye.

Thank you.