By John P. Desmond, AI Trends Editor
The application of AI to IT service operations has the potential to automate many tasks and drive down the cost of operations.
The trend is exemplified by the recent agreement between IBM and ServiceNow to leverage IBM’s AI-powered cloud infrastructure with ServiceNow’s intelligent workflow systems, as reported in Forbes.
The goal is to reduce resolution times and lower the cost of outages, which according to a recent report from Aberdeen, can cost a company $260,000 per hour.
“Digital transformation is no longer optional for anyone, and AI and digital workflows are the way forward,” stated David Parsons, Senior Vice President of Global Alliances and Partner Ecosystem at ServiceNow. “The four keys to success with AI are the ability 1) to automate IT, 2) gain deeper insights, 3) reduce risks, and 4) lower costs across your business,” Parsons said.
The two companies plan to combine their tools in customer engagement to address each of these factors. “The first phase will bring together IBM’s AIOps software and professional services with ServiceNow’s intelligent workflow capabilities to help companies meet the digital demands of this moment,” Parsons stated.
Arvind Krishna, Chief Executive Officer of IBM stated in a press release on the announcement, “AI is one of the biggest forces driving change in the IT industry to the extent that every company is swiftly becoming an AI company.” ServiceNow’s cloud computing platform helps companies manage digital workflows for enterprise IT operations.
By partnering with ServiceNow and their market leading Now Platform, clients will be able to use AI to quickly mitigate unforeseen IT incident costs. “Watson AIOps with ServiceNow’s Now Platform is a powerful new way for clients to use automation to transform their IT operations and mitigate unforeseen IT incident costs,” Krishna stated.
The IT service offering squarely positions IBM at aiming for AI in business. “When we talk about AI, we mean AI for business, which is much different than consumer AI,” stated Michael Gilfix of IBM in the Forbes account. He is the Vice President of Cloud Integration and Chief Product Officer of Cloud Paks at IBM. “AI for business is all about enabling organizations to predict outcomes, optimize resources, and automate processes so humans can focus their time on things that really matter,” he stated.
IBM Watson has handled more than 30,000 client engagements since inception in 2011, the company reports. Among the benefits of this experience is a vast natural language processing vocabulary, which can parse and understand huge amounts of unstructured data.
Ericsson Scientists Develop AI System to Automatically Resolve Trouble Tickets
Another experience involving AI in operations comes from two AI scientists with Ericsson, who have developed a machine learning algorithm to help application service providers manage and automatically resolve trouble tickets.
Wenting Sun, senior data science manager at Ericsson in San Francisco, and Alka Isac, data scientist in Ericsson’s Global AI Accelerator outside Boston, devised the system to help quickly resolve issues with the complex infrastructure of an application service provider, according to an account on the Ericsson Blog. These could be network connection response problems, infrastructure resource limitations, or software malfunctioning issues.
The two sought to use advanced NLP algorithms to analyze text information, interpret human language and derive predictions. They also took advantage of features/weights discovered from a group of trained models. Their system uses a hybrid of an unsupervised clustering approach and supervised deep learning embedding. “Multiple optimized models are then ensembled to build the recommendation engine,” the authors state.
The two describe current trouble ticket handling approaches as time-consuming, tedious, labor-intensive, repetitive, slow, and prone to error. Incorrect triaging often results, which can lead to a reopening of a ticket and more time to resolve, making for unhappy customers. When personnel turns over, the human knowledge gained from years of experience can be lost.
“We can replace the tedious and time-consuming triaging process with intelligent recommendations and an AI-assisted approach,” the authors stated, with a time to resolution expected to be reduced up to 75% and avoidance of multiple ticket reopenings.
Sun leads a team of data scientists and data engineers to develop AI/ML applications in the telecommunication domain. She holds a bachelor’s degree in electrical and electronics engineering and a PhD degree in intelligent control. She also drives Ericsson’s contributions to the AI open source platform Acumos (under Linux foundation’s Deep Learning Foundation).
As a Data Scientist in Ericsson’s Global AI Accelerator, Isac is part of a team of Data Scientists focusing on reducing the resolution time of tickets for Ericsson’s Customer Support Team. She holds a master’s degree in Information Systems Management majoring in Data Science.
Survey Finds AI Is Helpful to IT
In a survey of 154 IT and business professionals at companies with at least one AI-related project in general production, AI was found to deliver impressive results to IT departments, enhancing the performance of systems and making help desks more helpful, according to a recent account in ZDNet.
The survey was conducted by ITPro Today working with InformationWeek and Interop.
Beyond benefits of AI for the overall business, many respondents could foresee the greatest benefits going right to the IT organization itself—63% responded that they hope to achieve greater efficiencies within IT operations. Another 45% aimed for improved product support and customer experience, and another 29% sought improved cybersecurity systems.
The top IT use case was security analytics and predictive intelligence, cited by 71% of AI leaders. Another 56% stated AI is helping with the help desk, while 54% have seen a positive impact on the productivity of their departments. “While critics say that the hype around AI-driven cybersecurity is overblown, clearly, IT departments are desperate to solve their cybersecurity problems, and, judging by this question in our survey, many of them are hoping AI will fill that need,” stated Sue Troy, author of the survey report.
AI expertise is in short supply. More than two in three successful AI implementers, 67%, report shortages of candidates with needed machine learning and data modeling skills, while 51% seek greater data engineering expertise. Another 42% reported compute infrastructure skills to be in short supply.
Work of the Future: Addressing Skills Gap with Education, Training, Expanded Pool
By John P. Desmond, AI Trends Editor
Thousands of jobs go unfulfilled today because of the gap in skills between requirements of the job and available labor, according to speakers at a session on education and training at the AI and the Work of the Future Congress 2020 held virtually recently.
The conference was held following the release of the 2020 report from the MIT Task Force on the Future of Work, which recently released its 2020 Final Report.
“The only way to fill these jobs is with certificate graduates,” stated Freeman Hrabowski, President, University of Maryland, Baltimore County, which has been working with the Greater Washington Partnership non-profit civic alliance of 27 employers to help address the issue. ”We have been looking at ways to develop certificates to increase the number of people to file these jobs,” he said.
The Future of Work report refers to the nation’s 1,100 community colleges as the “linchpin of America’s training ecosystem,” providing training to seven million students annually in credit courses, with 46% of them over the age of 22.
“It’s about a journey the worker is on to continue to invest in their education, and community colleges are the starting points,” stated Juan Salgado, Chancellor, City Colleges of Chicago.
One of the seven schools in his network that is focused on healthcare, saw enrollment increase five percent during the pandemic, while the others averaged a 14% decrease. “People are moving to where there is opportunity and into programs that work,” he said.
Pandemic Has Led to Requirement to “Reallocate” Labor
Paul Osterman, Professor of Human Resources and Management, MIT Sloan School of Management, said, “The core challenge is about low-wage workers. Some 25% of workers today earn less than is needed to support a family. And the Covid-19 pandemic has presented a “huge question around reallocation” of workers from industries that have shrunk, such as restaurants, to industries that need workers, such as healthcare.
Over 55% of workers got skills training from their employers, based on a January 2020 survey Osterman conducted. He cited “huge disparities” by ethnic background, with African-Americans and Latinos receiving much less skills training from their employers than white people.
“In the public system, we know what works,” Osterman said. “We know that community college pays off, and high quality job training also pays off. The issue is how to expand and scale what we know works, and getting employers to buy into it,” he said.
He sees the answer as getting education “stovepipes” to work together, such as K-12 educators working with higher educators. “We need to get those bureaucracies to cooperate and create a seamless system, and get employers to take it seriously,” Osterman said. He often hears business CEOs saying they want to work with community colleges, but, “Making it happen is the challenge.”
Community Colleges Working with K-12 Educators in Chicago
Salgado of City Colleges of Chicago said he has engaged in a joint strategic plan with the Chicago public schools, which gets the K-12 systems and the community colleges working together. “We are going to be one team,” he said. Community college certification programs are introduced to high school students, so they become familiar with those options.
In Baltimore County, community colleges are working closely with public educators and employers. “Those middle school years when students build their math and reading skills, and a sense of self-worth, are critical,” said. He noted that while many students, not only many from low-income backgrounds, are “afraid of math and science” many opportunities are also available to them.
While many students in the Chicago and Baltimore areas may be benefiting from the K-12 and community college education partnerships, Osterman said, “I would suspect that thousands of people who need the kinds of skills that are in demand now are not getting that opportunity. We need to change that. It’s a political issue that needs to be front and center.”
Startup pyrometics Seeks to Expand Hiring Pools by Assessing Soft Skills
Another way to approach the skills gap is to expand the pool of potential hires. This is the approach taken by pymetrics, a startup focused on spotting talent with the right “adjacent skills” though they may be non-degree holders, minorities and women. CEO and founder Dr. Frida Polli, also a member of the Future of Work panel on education and training, is a neuroscientist aimed at ‘democratizing’ career search and hiring. The firm’s product seeks to match candidates to the best job while removing render and ethnic bias from the hiring process. The company has over 100 enterprise clients, including Unilever and Accenture.
“We need to refocus on soft skills to understand future potential, to see whether a person has the social and emotional aptitude for work they have never done,” Dr. Polli said. “That allows us to mitigate the process we have for evaluating hard skills, which map to race, general and socioeconomic background. We want to at a minimum marry our love of hard skills with a soft skill assessment.”
While difficult to quantify, her company has developed a means to do it. “We have developed more objective ways to measure these soft skills,” she said. “But whatever system you use, it will help to balance some inequalities we see in society.”
Her own experience as an English major who became a scientist is telling. “Soft skill assessment is one of the ways you can compare an MIT grad with someone who has many of the same soft skills,” she said, adding, “The notion that to expand diversity, quality must suffer, is offensive.”
A consortium of partners including pymetrics, Infosys, Merit America, Per Scholas, Revature and Woz U is working together to expand the hiring pool.
Construction Industry Beginning to use AI-powered Robots and Drones on Site
By AI Trends Staff
Robots and drones directed and managed with the help of AI are appearing on construction sites, as the construction industry gains experience with uses ranging from improving site security to management of multi-year projects.
Such large scale, multi-year projects require the coordination of many complicated tasks and moving parts including designs and blueprints, permits, and unexpected delays and changes. These can quickly challenge the ability of humans to manage without the assistance of technology, according to a recent account in Forbes.
For scheduling, the use of advanced AI can help to prevent costly delays on sites or among suppliers, vendors, and others involved in the process. AI is also being applied to contingency planning, running through multiple scheduling scenarios for example if a permit is delayed or an incident happens.
Drones are being used for surveying and taking overhead images of construction sites through stages of construction. Robots are being used to help with tasks such as bricklaying, pouring concrete, or installing drywall, augmenting the labor force to help with labor costs and to keep the project on schedule.
Increasingly, construction sites are being equipped with cameras, IoT devices, and sensors that monitor many aspects of construction operations. AI-enabled systems are able to watch what is going on 24/7 without distraction.
Startups Eye Opportunity; Built Robotics Moves Earth
A number of startups are taking advantage of this opportunity. Built Robotics, for example, got its start using autonomous skid-steer loaders to move sand or gravel on construction sites. Today the company has autonomous systems for bulldozers and 40-ton excavators.
“We have a software platform that actuates the equipment that takes all the data being read by the sensors on the machine every second to make decisions and actuate the equipment accordingly,” stated Gaurav Kikani, VP of strategy for Built Robotics, in an account in VentureBeat.
Built has focused on earth moving projects at remote job sites in California, Montana, Colorado, and Missouri that are far removed from human construction workers. Autonomous heavy equipment monitored by a human overseer tills the earth in preparation for later stages of construction, when human crews arrive to do things like build homes or begin wind or solar energy projects. In the future, the startup wants to help with more infrastructure projects. Built raised $33 million last fall in a series B round, making its total funding $48 million, according to Crunchbase.
Built started out focusing on standalone activities at a site, with one machine working alone to complete a job, and later moved into excavators and smaller dozers working together. The dozers would push material away or create space for the excavator to be more productive.
Software Needed to Manage “Morphologies” on Construction Sites
“The fleet coordination element here is going to be critical. Realistically, to get into the heart of construction, I think we’re going to start to coordinate with other types of equipment,” Kikani stated. “The trickiest thing about construction is how dynamic the environment is. Building technology that is pliable or versatile enough to account for the changing conditions, and being able to update in real time to plan to accommodate for that is going to be the key here.”
Computer vision systems are being used to track progress on construction sites. Startup Indus.ai, among a handful of companies in the business, offers cameras to track the flow of trucks entering a site, the number of floors completed in a building and the overall pace of progress. It is capable of following daily work production and helps supervisors determine whether the work of individuals and teams follows best practices.
“We can observe and use a segmentation algorithm to basically know every pixel—what material it is—and therefore we know the pace of your concrete work, your rebar work, your form work and [can] start predicting what’s happening,” stated Indus.ai CEO Matt Man to VentureBeat.
He envisions a mix of working humans and machines collaborating on construction sites. “There could be armies of robot-building things, but then there is an intelligent worker or supervisor who can manage five or 10 robotic arms at the same time,” Man stated.
Software for directing the on-site activity will become more critical as contractors embrace robotics, in his view. “Having all these kinds of logistical things run together really well, it’s something I think AI can do,” Man stated. “But it’s definitely going to take some time for the whole orchestration to be done well.”
Boston Dynamics, known for years as the maker of cutting-edge robots, also entered construction sites last year as part of its transition from an R&D outfit to a commercial company. Boston Dynamics construction technologist Brian Ringley echoed the notion that software platforms will emerge to coordinate multiple machines on construction sites.
“In the same way we use lots of different people and lots of machines on sites now to do things, I believe there will be multiple morphologies on construction sites and it will be necessary to work together,” Ringley stated.
That seems to be happening. For example, the International Union of Operating Engineers, which has over 400,000 members, last spring established a multi-year training partnership with Built Robotics.
Cryptographic Breakthrough on iO Said to be a ‘Crown Jewel’ for Security
By AI Trends Staff
A team of scientists has achieved what one account referred to as “the crown jewel of cryptography” with a breakthrough in a technique studied for many years.
The technique of “indistinguishability obfuscation”—iO—is a low-level cryptographic algorithm that hides the implementation of a program while still allowing users to run it.
“Our top math geniuses point to iO as a cornerstone needed to unleash the full potential of artificially intelligent (AI) programs running across highly complex and dynamic cloud platforms, soon to be powered by quantum computers,” states a recent account in SecurityBoulevard written by Pulitzer Prize-winning business journalist Byron V. Acohido. “Simply put, iO must be achieved in order to preserve privacy and security while tapping into the next generation of IT infrastructure.”
The future in automation is driverless ground transportation, green cities that optimize energy usage and self-improving medical treatments. But to get there, these next-generation, AI-dependent systems need to run securely and in ways that preserve individual privacy.
While iO is the consensus solution, to date it has been the missing piece. Achohido recently spoke with Dr. Tatsuaki Okamoto, director of NTT Research’s Cryptography and Information Security Lab, and Dr. Amit Sahai, professor of computer science at the UCLA Samueli School of Engineering. NTT Research sponsored research led by Sahai that has recently resulted in an iO milestone.
Drawing an analogy to the human brain, Sahai said to consider what would happen if a mind reader could not only see everything stored in your brain but also could tinker with your synapses and manipulate your critical thinking.
Ability for Hackers to Alter Remote Code is Today’s ‘Core Security Challenge’
The software programs running digital services are the equivalent of human critical thinking. “It’s currently trivial for a proficient hacker to remotely access and alter just about any piece of software coding,” Acohido wrote, adding, “This is the core security challenge companies face defending their business networks.”
As the move to cloud infrastructure and IoT systems marches on, the risks increase. Sahai stated, “Sending your program out to an untrusted cloud to be executed raises the stakes even more.”
iO promises to render software coding unintelligible while preserving its function. The first iO theories date to the 1970s and have been viewed as unsolved problems. Sahai’s team, which included Aayush Jain, a UCLA graduate student, and Huijia Rachel Lin, an associate professor at the University of Washington’s Paul G. Allen School of Computer Science & Engineering—puts us one step closer to a working iO prototype, Acohido wrote.
“We are still at a very early stage here,” Sahai stated. “For the first time, we can prove that reverse engineering the software is as hard as solving certain standing conjectures in mathematics.”
Urgency is high to deliver new tools commercially that can deepen cybersecurity and reinforce privacy. Cloud and mobile computing continue to accelerate; our reliance on IoT systems and 5G networks is rising. The race is on to extend AI-enabled automation services, soon to be further enabled by quantum computers.
In this environment, telecom giant NTT Corp. of Tokyo chose to open NTT Research in Silicon Valley in July 2019 and begin to recruit top scientists and researchers. NTT funded its US research lab with a portion of its $3.6 billion budget.
“Our labs only conduct basic research,” Okamoto told Acohido. “We do not require any contributions to any of NTT’s business. We focus on basic research.”
All attempts to build practical obfuscators have failed to date. “The ones that have come out in real life are ludicrously broken,… typically within hours of release into the wild,” stated Sahai in a recent account in Quantamagazine.
“It really is kind of the crown jewel” of cryptographic protocols, stated Rafael Pass of Cornell University. “Once you achieve this, we can get essentially everything.”
Lin in 2016 began to research a way to overcome the weaknesses of iO. Several years ago, she joined forces with Jain and Sahai to work on a new technique. “We were stuck for a very, very long time,” Lin stated. Eventually, they arrived at a technique—“the pseudo-randomness generator”—that expands a string of random bits into a longer string that can fool computers. This is what is described in the new paper and results in an iO protocol that avoids the security weaknesses of the previous approaches.
“Their work looks absolutely beautiful,” stated Pass.
Schneier Sees iO Breakthrough as ‘Not Remotely Close to Being Practical’
A sobering thought was offered on the blog of Bruce Schneier, a cryptographer who works at the intersection of security, technology and people, Schneier on Security. Author of a number of books, he lectures at Harvard’s Kennedy School of Government and is chief of security architecture at Inrupt.
“This is a pretty amazing theoretical result, and one to be excited about. We can now do obfuscation, and we can do it using assumptions that make real-world sense,” Schneier stated of the breakthrough on iO.
“But—and this is a big one—this result is not even remotely close to being practical. We’re talking multiple days to perform pretty simple calculations, using massively large blocks of computer code,” Schneier stated. “And this is likely to remain true for a very long time. Unless researchers increase performance by many orders of magnitude, nothing in the real world will make use of this work anytime soon.”
Another view of this is that the iO breakthrough from Jain, Lin, and Sahai will inspire more researchers into the field to work on making the scheme and to develop new approaches, suggested the account in Quantamagazine. Researcher Yuval Ishai of the Technion in Haifa, Israel, stated, “Once you know that something is possible in principle, it makes it psychologically much easier to work in the area.”
KDP Using AI to Fuel Expansion Strategy, with Sales Boosted During Pandemic
By AI Trends Staff
Keurig Dr. Pepper (KDP), experiencing dramatic volume increases as people drink more coffee at home during the pandemic, is pursuing AI to help fuel its expansion strategy.
Keurig Green Mountain acquired the Dr Pepper Snapple group in 2018, in an $18.7 million deal. The rationale from Keurig CEO Bob Gamgort was to combine hot and cold beverages to create a platform for higher growth.
“The business and Wall Street appeared in cold and hot as two entirely different sectors,” Gamgort stated in an article in Fortune. KDP is now rated the seventh-largest food and drink business in the US, with $11.1 billion in earnings last year.
KDP in early March formed “related panels” that 10,000 home brewers could connect to digitally, to browse pictures of each K-Cup pod to see changes in titles and mixes. Along with this data being viewed by consumers sheltering in place during the pandemic, “Coffee intake has been through the roof, Gamgort stated. He anticipated that customers would look to stockpile supplies so they would shop where they could buy major quantities, in the megastores. He positioned to meet the demand by increasing production of cans, including from Mexico which had cut back beer production after the government deemed beer unessential.
Its moves have resulted in increased market share. In the 20-week period ended July 26, KDP garnered 34.1% of the $1.4 billion increase in revenue for all U.S. carbonated soft drinks, according to Consumer Edge, quoted in Fortune That boosted its overall market share from 22.7% to 24.0%. “KDP has done the best job of any beverage company in navigating the crisis,” stated Consumer Edge analyst Brett Cooper.
Move to Google Cloud and AI
At the same time, KDP is overhauling its compute infrastructure. In July, the company announced it was making a multi-year commitment to Google Cloud to house its “data footprint,” according to an account in CIODive.
By the end of 2020, KDP plans to shift to virtual machines running on Google Cloud, retiring two data centers with more than 1,000 servers. The migration represents most but not all the company’s data footprint.
The move is critical to KDP’s “merger integration and modernization efforts,” stated John Gigerich, SVP and CIO for Keurig Dr Pepper, in a statement.
Several consumer product good brands are working to “expedite their digital transformations to really understand their data, deepen relationships with consumers and ultimately drive their business forward,” Carrie Tharp, VP of Retail & Consumer, Google Cloud told CIO Dive in an email. Similar to retailers and direct-to-consumer brands, CPG companies want data from direct customer interaction.
Also in a play for more personalization, The Procter & Gamble Company is using Google’s data analytics and AI technology, Google announced earlier this month. The company is working to integrate consumer, brand, and media data for deeper insights.
“We’re always looking to ensure a great consumer experience across all our categories, from healthcare to beauty products and much more,” stated Vittorio Cretella, CIO, Procter & Gamble, in the statement. “As a leader in analytics and AI, Google Cloud is a strategic partner helping us offer our consumers superior products and services that provide value in a secure and transparent way.”
Google Cloud’s Live Migration Services Tapped to Move KDP’s Servers
Meanwhile at KDP, CIO Gigerich stated in an account from aiTechPark, “Google Cloud is a true partner that gives us the stability and flexibility to support critical business applications needed to drive innovation and ensure business continuity.”
He added, “The migration to Google Cloud has been seamless and was a key project in our merger integration and modernization efforts as Keurig Dr Pepper. We look forward to exploring additional partnership opportunities with Google in the future.”
KDP used Google Cloud’s Live Migration service, which enables enterprises to move virtual servers from one physical machine to another with what is hoped to be a minimum of disruption. For applications like SAP, where even a few minutes of downtime can cost tens of thousands of dollars in lost revenue.
“Data is the fuel to help companies transform their businesses, and those that leverage the cloud will thrive in this new era of retail,” stated Carrie Tharp, VP of Retail & Consumer at Google Cloud. “We’re thrilled to partner with Keurig Dr Pepper, and we look forward to helping the company reach the next level in its digital transformation journey.”
The contract with Keurig Dr Pepper will be implemented in conjunction with Google Cloud services partner HCL America.
Elsewhere in AI news at KDP, the company is moving to insert more intelligence into its recycling efforts. The company has committed to making all its K-cup pods recyclable by the end of 2020, starting with changing the material used in the container to polypropylene, a plastic sought for recycling, according to an account in Vox.
Keurig is also working with AMP Robotics to bring AI to the sorting process at recycling facilities. (See AI Trends for account of AI in recycling.)
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