How can MNEs gain the Competitive Advantage by effectively implementing Knowledge Management through Artificial Intelligence? IBM Watson Case Study Cristiano Nico (B70743862/S3899322) 2/12/2019 Word Count: 15,000 Master’s Thesis in International Business and Management Newcastle University / University of Groningen Dr. Alan McKinlay / Dr. Hammad Ul Haq
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How can MNEs gain the Competitive Advantage by effectively implementing
Knowledge Management through Artificial Intelligence?
IBM Watson Case Study
Cristiano Nico (B70743862/S3899322)
2/12/2019
Word Count: 15,000
Master’s Thesis in International Business and Management
Newcastle University / University of Groningen
Dr. Alan McKinlay / Dr. Hammad Ul Haq
2
ACKNOWLEDGEMENTS
This dissertation came to life with the help and support of many people. First and foremost, I
would like to thank God for allowing me to embark on a 1.5-year Master of Science in
International Business and Management in the United Kingdom and the Netherlands. I would
like to thank my mother and father, Camilla and Pietro, for their unconditional love, for always
believing in my potential and for always pushing me to shoot for the stars and never give up.
I would like to thank my dissertation supervisors Alan McKinlay and Hammad Ul Haq, who
provided me with valuable input and advice that I used for improving this manuscript. Thank
you for your help and support. Many thanks go to the IBM Subject Matter Experts and
Consultants, who took their time from their work to answer my dissertation’s questions. Your
contribution was crucial for the dissertation’s development, and I will always be grateful for
it. I would like to thank my American family, Tina, Jack, Clair, Zachary, and John. Many
thanks to my friends Giulia, Anna, Jacopo, Giada, Riccardo, Mauro, Martina, and Cristina.
You all taught me that family is not bound by blood, but by individuals who believe in you
and will always be by your side. I would like to give thanks to my grandparents, Paola, Pietro,
Ada, and Carlo, who are no longer with me today. You are real role models who taught me
that through sacrifices, dedication, and hard work, anything can be achieved. Many thanks
also go to my uncle and aunt, Andrea and Daniela. You taught me that there’s always more to
learn and that academic rigor is a vital component of education. Many thanks to my little
cousin Alma Maria. This manuscript is dedicated to you all.
3
ABSTRACT
In today’s society, knowledge management processes play a significant role among
multinational enterprises (MNEs). The analysis of current literature on the subject of
knowledge management (KM) and knowledge sharing (KS) allow us to understand how
strategic this field is and how it can guide management choices by leveraging multicultural
differences. This dissertation gives an overview of the literature in the field of artificial
intelligence (AI) applied to KM. It then deepens the argument through the development of a
case study of a leading MNE. The study will proceed with the analysis and interpretation of
the data obtained from the documentation collected and semi-structured interviews with
subject matter experts (SMEs). This investigation seeks to understand how MNEs can gain
competitive advantage through the effective use of knowledge management through the
implementation of AI tools, taking into account their international outreach. The analysis
seeks to deepen the application of these management practices.
4
TABLE OF CONTENTS
Acknowledgements……………………………………………………………………. 2
Abstract………………………………………………………………………………... 3
Table of contents……………………………………………………………………..... 4
"I work in a team within IBM that oversees from a commercial point of view all the offers that IBM has, among which there is certainly also the cognitive (IBM Watson) that is one of the offers of IBM on which IBM is supporting so much"
AI is a main offer for some companies
Main Strategy: Cognitive/AI AI strategy
IBM Client Executive AI SME
"The two offers on which IBM is supporting are definitely the Cloud as an infrastructure"
Some companies think the future is cloud computing Main Strategy: Cloud Cloud strategy
IBM Client Executive AI SME
"Enabling the company to make a transformation to the digital world"
AI helps companies make the transition to digitalization
AI innovation for digitalization AI advantages
IBM Client Executive AI SME
"The cognitive, as you know we started well in advance of all the others including Google, Microsoft which are now a bit our competitors"
AI initiatives ahead of its competitors
Initiators on the AI market AI strategy
IBM Client Executive AI SME
"On the contrary, we verified over the years that eventually everyone had to follow, and at this time many areas are lagging behind us, because we are I think a couple of years ahead of the others"
Big company is 2 years ahead on cognitive and AI over its competitors
Innovators on the AI market AI strategy
IBM Client Executive AI SME
"The skills of the computer that could say, assist, help people to improve their lifestyles"
AI helps the human to improve of the quality of life
AI improve quality of life AI advantages
IBM Client Executive AI SME
"You have to instruct the computer so that it understands how to use a, let's say, it seems that they had taken it from Wikipedia, a Wikipedia to find within such an endless data base of information the correct answer in a very short time"
AI can be used with individual respect and secure their personal data
AI effectively manages information AI advantages
IBM Client Executive AI SME
"Our strategy is always to be able to support the human being in his decisions"
AI helps the humans to make better decisions
AI improves human decisions AI advantages
IBM Client Executive AI SME
"All the things we have done in the medical field, is the idea that it is a tool that helps people, that is, our idea that can, in some way, help to improve the world"
AI helps humans to improve quality of life
AI helps to improve the world AI advantages
IBM Client Executive AI SME
"And we think that the adoption of artificial intelligence is the tool with which this world can try to address its main problems such as, in medicine"
AI helps the human to solve problems
AI for problem solving AI advantages
IBM Client Executive AI SME
"Our idea is basically to help doctors to have the best possible information available to make a diagnosis"
AI allows to have the best information available
AI manages information effectively AI advantages
IBM Client Executive AI SME
"To create a platform that is accessible to everyone that is IBM Cloud, within this platform one has at their disposal all the tools with which to do artificial intelligence"
Some companies think the future is cloud computing Main Strategy: Cloud Cloud strategy
IBM Client Executive AI SME
"A platform that is accessible to everyone that is IBM Cloud, within this platform one has at their disposal all the tools with which to do artificial intelligence"
Big companies invest a lot of money in AI as main strategy AI as main strategy AI strategy
IBM Client Executive AI SME
"Our platform has all this payment policy basically, all those who want to try to use the tools have the possibility to use them for free up to a certain level of use, but they can test exactly if their idea put into a startup in the case of a company that wants to innovate, can count on value"
AI experimentation on Cloud available to its customers
AI experimentation on Cloud
AI - on Cloud advantage
IBM Client Executive AI SME
"The current one you can see, as I told you, in the Watson platform that is now available in the Cloud, of course what IBM is preparing for the next few years is right now in our laboratories that are around the world"
Strong investments in R&D in laboratories worldwide
AI investments on R&D AI strategy
IBM Client Executive AI SME
"The machine learning algorithms that are the basis of everything, are open source algorithms, that everyone has at their disposal"
AI algorithms are open source, easy and available to all
"Then of course there is all the data and what you want to do with them, so what is it that differentiates IBM from another company, what it has built on these algorithms, right?"
AI algorithm turns companies into a business advantage
AI algorithms used to create value for companies AI advantages
IBM Client Executive AI SME
"So basically we are able on the one hand with our people to understand exactly how the customer behaves in the various stages of his customer journey and our platform that is based on neural networks but has built on it a whole model of use and simplification of the complexity of the network"
AI helps the human to solve problems
AI applied to problem solving AI advantages
IBM Client Executive AI SME
"But on the other hand no one goes to put their hands directly into the neural network, there is an interface of level understandable to the human being of business that knows the dynamics of behavior of the customer and easily instructs, but above all does the training because you do some testing and within a few weeks you are able to reproduce within a platform of artificial intelligence the behavior and expectations that your customer has, because you are able to build easily the model of interaction with your customer"
AI allows to find the insights of the texts and to extract the concept
AI applied to business AI advantages
IBM Client Executive AI SME
"Our way of sharing our experience of projects around the world is certainly one of the elements of differentiation of IBM"
Big company leverages on experience sharing around the world
Dissemination of knowledge throughout the world KM
IBM Client Executive AI SME
"Because when I do a project I make it available to IBM for information purposes, so let's say, and all the others do the same thing, so when you have requests, we have cognitive engines in which we formulate requests to have, say, a support of information, experience, project, business driver, of customer problems"
AI helps the human to solve problems
AI for problem solving AI advantages
IBM Client Executive AI SME
"And this platform that I use regularly, through a cognitive engine pulls me out around the world all the experiences similar to mine or all that I need to build my experience so I have a worldwide knowledge but I do not have to go look through all the documents, I am exposed in a kind of cognitive search engine to only that which is relevant, extremely relevant, for those that are my needs"
AI can allow to find information by analyzing large amounts of data and take those related to the knowledge
Use of AI cognitive engines for KM AI applied to KM
IBM Client Executive AI SME
"Our strategy in this field is that of the hybrid Cloud, we think that it is the best way to make this transition to this digital world that obviously embraces cognitive"
Big company's strategy for the future is Big company Cloud and Hybrid Cloud
Big company Strategy: Hybrid Cloud AI - on Cloud
IBM Client Executive AI SME
"The idea of IBM is to be as close as possible to its customers say in areas where there is definitely a relevance"
AI on cloud is designed to support the customers needs
Attention to the needs of customers in the Cloud and AI
AI - on Cloud advantage
IBM Client Executive AI SME
"To use its own cognitive search engine, so you have a sort of interface in which you have cognitive access to all the information that is on our intranet"
Big company uses a cognitive engine for its research on the corporate intranet
Corporate intranet uses AI AI applied to KM
IBM Client Executive AI SME
"So the complexity that you can imagine with IBM that has so much internal data is absolutely simplified because you have a single interface in front of you and then it is the cognitive engine that takes care of finding in the various positions of IBM the correct material of the intranet for you"
Big company uses a cognitive engine to find the correct information within its corporate network
"The second thing we have, that we use a lot, is the chat, because you have the possibility of, every time you access the intranet to use a chat that is composed of both recurring questions that are automatically resolved by a cognitive system that in our case is the Watson Assistant, which is one of the most important pieces of our platform, which is able to answer many questions"
Big company uses a chat (cognitive engine) to answer questions within its corporate network
Corporate intranet uses AI AI applied to KM
IBM Client Executive AI SME
"We can assist Wind customers through Watson in their dialogue, in receiving automatic services on some of their requests, we are in production and we receive thousands of calls. I think it is perhaps the first call center in the world that uses Watson, artificial intelligence, to help its customers, not in chat, the constituents speak, they speak normally and receive their answer."
AI helps the human to solve problems
AI for problem solving AI advantages
IBM Client Executive AI SME
"The ability of our people to know how to work with the customer, we believe that it is something that is very differentiating, that only IBM has"
Use of AI is related to the ability to understand customers and their needs
AI is more successful if it is focused on the customer and his needs AI advantages
IBM Client Executive AI SME
"There is a European directive on how artificial intelligence should be, and we say Europe, in my opinion that is always very attentive to the rights of the citizen, in the last GDPR, which is certainly something that helps the citizen because it protects their data and therefore if you want to build a service also based on artificial intelligence, you have to be respectful of people like we always do in our projects, but this, let's say, role that artificial intelligence has to play as an aid in the life of the citizen is the most important and relevant thing of all and it is the way in which IBM is presenting itself on the market"
AI can be used with individual respect and secure their personal data
Respect for ethical values: AI must ensure personal data protection AI ethics
IBM AI Cognitive Delivery Manager
"IBM, in order to respond to different market needs actually takes advantage of the fact that it can realize any type of data at 360 degrees, not only focusing on structured data, but also analyzing non structured data"
AI can allow the management of structured and unstructured data
Cognitive: Data management of all types IBM Cognitive
IBM AI Cognitive Delivery Manager
"Both with machine learning techniques and so to go and search text insights but also those that deal with tone, the sentiment, and then thanks to this whole series of information you can extract the concept at 360 degrees"
AI allows to find the insights of the texts and to extract the concept
Cognitive: Data processing with concept extraction IBM Cognitive
IBM AI Cognitive Delivery Manager
"And how it is organized, in reality and, fundamentally is based on, a whole series of, there’s from small to large businesses so it doesn’t just operate on the national level but most importantly on the international level and then on the basis of the demand tries to adapt and also understand what is the most appropriate Watson technology to the current needs for both society and the market"
Big company uses Watson to tailor it to specific customer needs
AI is more successful if it is focused on the customer and his needs AI advantages
IBM AI Cognitive Delivery Manager
"And then there is all the visual part, of the visual recognition, which allows instead, machine learning related to the images, therefore the analysis of the images, so to be able to classify images"
AI manages the analysis and classification of images
Big company Watson: Images management and classification AI advantages
IBM AI Cognitive Delivery Manager
"And then there is the part of classification, natural language classifier, for example, which allows instead to go to classify documents, so, to know what they are, what kind of documents they are and what they tell about and then give a classification, a classification of the documents"
Big company manages the analysis and classification of documents
Big company Watson: Document management and classification AI advantages
"And then there is the whole part related to the vocal, text-to-speech, speech-to-text, always related to Watson services that allows instead to analyze the audio and then to transcribe it, or vice versa the written part to make it into audio"
AI manages the audio component and content analysis
Big company Watson and audio management AI advantages
IBM AI Cognitive Delivery Manager
"Yes, and also Watson Assistant, and these are the two systems that make it possible to recognize the user's intention and thus succeed in giving an in-line answer"
AI allows to recognize the tone of the conversation and then give correct answer
Big company Watson allows to give correct answers AI advantages
IBM AI Cognitive Delivery Manager
"Even at the company level all processes, for example HR processes, are all linked to the cognitive part, whatever it is, the performance of a person with the analysis of all, maybe the the feedback he or she received, the whole part of the knowledge that has acquired and a whole process that basically are perhaps certifications, data, even unstructured data, feedback data, are analyzed and when they give the alert to managers to say look, for a pay raise or for additional information, so this also helps a lot and speeds up the HR system"
AI improves HR processes for information analysis, helping and speeding up personnel management systems.
Big company Watson applied to HR processes
AI in HR processes
IBM AI Cognitive Delivery Manager
"Watson is Cloud, so it's just IBM Cloud, so there are basically all Watson's Cloud"
AI is developed and available on the Cloud platform
Big company Strategy: AI on Cloud AI - on Cloud
IBM AI Cognitive Delivery Manager
"And obviously those that are currently exploited to this day are those in the cloud, and for those in multicloud, all Watson services even in an environment that is not mainly IBM Cloud but also just Amazon's Cloud for example, you can go and integrate the Watson systems"
AI is developed and available on the Cloud platform
Big company Strategy: AI on Cloud AI - on Cloud
IBM AI Cognitive Delivery Manager
"For the procurement part of Enel, so it is a kind of cognitive dashboard that allows you to analyze the reputational part, the documentary part of its suppliers, so when Enel needs to know if a supplier is in line with what are its internal standards uses this dashboard"
Use of AI for complex document management
AI applied to document management AI advantages
IBM AI Cognitive Delivery Manager
"So when people need to have clarifications from Wind call the call center, Watson answers the call with two engines, the first is the predictive, so when the user calls depending on, all the information that Wind has at the customer's disposal and potential problems, maybe he has seen a higher bill, it can already predict the reason for the call, and then this is the first engine. The second instead is that of natural language understanding, so if the reason for the call is among those that are the information of interest of the, let's say to Watson's knowledge, it will be Watson directly to answer, otherwise Watson turns the questions to the team of competence, and then the team of competence will then answer the call instead, and this is a project that let's say started a year ago and continues with its developments"
AI helps the human to solve problems
AI for problem solving AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"Watson is a set of technologies ranging from content analytics, standard, to a part of knowledge representation, with knowledge graphs, with semantic technologies and with the opportunity to represent concepts in an abstract way at different levels depending on the granularity of knowledge that is intended to be formalized"
AI allows to represent concepts at different levels of granularity
Big company Watson applied to knowledge management AI and KM
IBM Technical Solution Architect Cloud & AI Cognitive
"The experience I have had has been in the healthcare sector, but also in the insurance sector, and now the understanding of new domains of knowledge is always important, let's think of the insurance companies that have to build new financial and insurance products on areas that were not in their previous experience and therefore have to move in an exploratory way and to do so they have to take advantage of many documents that are often with unstructured data content, such as texts and so on, and therefore to represent these concepts, first identify them and then represent them"
AI helps humans to make better decisions
AI improves human decisions AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"Both the computing capabilities of the hardware on the one hand, and the possibility of sharing them on the network through the Internet and then the cloud itself, and also the richness of statistical models and artificial intelligence that IBM develops for each individual case of application, are combined"
Companies use the cloud computing to main strategy and drive the future vision in this direction
Main Strategy is Cloud Computing AI - on Cloud
IBM Technical Solution Architect Cloud & AI Cognitive
"The cloud technology that we have in IBM Watson, in this case are multiple technologies, allow you to process multiple types of data, those structured, present in databases, with clear classification, and those unstructured that can be text, audio and video. So it goes to process and cover a great heterogeneity of data. This allows therefore to valorize a lot the informative asset of the companies, even the most silent one, that is the asset that until a few years ago could not be handled with IT tools"
AI can process structured and unstructured data, making the most of the company's information assets
AI system acts on structured and unstructured data by broadening the information assets AI and KM
IBM Technical Solution Architect Cloud & AI Cognitive
"But instead we go to recognize some insights that the same human being accomplishes but that then struggles to put together in correlation between thousands and thousands of entities and thousands and thousands of records of data"
AI allows to find the insights of the texts and to extract the concept
Big company Watson finds non apparent information AI and KM
IBM Technical Solution Architect Cloud & AI Cognitive
"The data you use must be representative of the phenomenon that you want to describe and represent. Otherwise, if the data are not representative, there is a risk of building a poor and unrealistic statistical model. In the same way the artificial intelligence feeds on data, therefore the artificial intelligence is a series of algorithms that are born on various statistics, therefore that elaborate statistically the data, and that develop on data whose quality must be also weighted, as for the statistic but also for a human learning, if you provide an information, a set of data that is not representative, also the model will not be so. This is a risk that statisticians and those who do machine learning should consider"
Incorrect or unrepresentative data may result in unrealistic models
AI may process unrepresentative data but this is the risk of any statistical research AI risks
IBM Technical Solution Architect Cloud & AI Cognitive
"Personal data, in the context of Watson and IBM Cloud, belongs exclusively to the customer who makes it available for his statistical models and artificial intelligence. IBM does not benefit in any way, does not appropriate in any way the content of customer data and does not even generalize for later use. This is very important. So data protection is full"
AI can be used with individual respect and secure their personal data
Full data protection by AI system on the Cloud AI - on Cloud
IBM Technical Solution Architect Cloud & AI Cognitive
"IBM does not behave like that, on the contrary, in its collaboration environment with international, university, scientific entities, with which to define the ethical values on which to move and evolve AI, there is privacy in the strict sense"
AI can be used with individual respect and secure their personal data
Ethical aspects of the use of AI AI ethics
IBM Technical Solution Architect Cloud & AI Cognitive
"There are several modules that make up Watson technology as you have already had the opportunity to explore. Depending on the type of instrument we have a different approach in terms of ease and also immediacy. Surely IBM takes great care of the user friendliness, that is the ease of the interface and also of the approach to data" AI is easy to use AI is easy AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"They are very user friendly and that with a simple WYSIWYG training of a few moments the person can be already operational, such as for example the one concerning knowledge management and content analytics, or Watson Knowledge Studio, which allows to extract knowledge from texts and where the subject manages to qualify which conceptual category some texts belong to and therefore the labelling, or tagging of those documents is done with great ease and then the machine automatically manages to generalize what the human being has done and tries to continue this categorization of the text and then asks the human being to validate it"
AI in KM helps the human being to organize texts in a simple way
Big company Watson makes knowledge organization (KM) easier AI and KM
IBM Technical Solution Architect Cloud & AI Cognitive
"If we want to focus on the area of content analytics and knowledge management, the technology that also animates our intranet in IBM started from a research for initial keywords on all the documentation that IBM offered to our employees"
In the past, Big company managed knowledge using keywords to find information
KM in the past, use of keywords KM in the Past
IBM Technical Solution Architect Cloud & AI Cognitive
"To then arrive now at a semantic search based on concepts, not only on keywords, which has further facilitated the exploration of the great knowledge available in IBM, so therefore a person who perhaps at the beginning was looking for a topic can, thanks to this technology, get to other nuances on the subject thanks to the fact that cognitive technology allows to navigate not only in documents but also through concepts and thus aggregate and make more and more fine-grained the research so that the employee can really reach the value in that particular type of information"
AI improves KM processes through better document organization and analysis
KM today use sematic research through cognitive technologies AI and KM
IBM Technical Solution Architect Cloud & AI Cognitive
"These are measures that quantify, therefore, not only the percentage of full time equivalent or FTE,
that is, professional figures that are moved to other dimensions thus freeing up resources for that type of task, but also new capabilities that Watson's cognitive systems offer are proposed"
AI improves HR processes
for information analysis, helping and speeding up personnel management systems.
Optimal use of knowledge and expertise of human resources AI and HR
IBM Technical Solution Architect Cloud & AI Cognitive
"Because of the intrinsic capabilities that they can express, correlation analysis between multiple sources of data, which were not previously seen, or even their conceptualization, it is possible that a company discovers thanks to those cognitive technologies to have so much wealth in the data to be able to almost open new forms of business or launch new start-ups internally"
AI can discover correlations and conceptualizations of data that allow to open up to new forms of business
Data management through AI system opens up business opportunities AI and KM
IBM Technical Solution Architect Cloud & AI Cognitive
"In collecting a greater extension of data, in encoding its relevance to the specific decision-making domain and in allowing also a human understanding, therefore a summarization, a more transparent visualization of data to the human user, an empowerment is made, that is an enhancement of the capacities of the interlocutor or decision-maker and therefore a greater decision-making capacity is allowed because it is based on data that really people have at hand"
AI helps humans to make better decisions
AI improves human decisions AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"In the face of common questions, cognitive technologies are proposed as tools to reach these common answers to humanity that populates all different geographies and latitudes, and then Watson technologies present themselves as a point of unification and intelligence with respect to questions that are common to the whole world"
AI unifies common questions around the world and enables common answers to be reached
Big company Watson applied globally and internationally
AI and internationalization
IBM Technical Solution
Architect Cloud & AI Cognitive
"IBM is characterized by being a company founded on two main principles of information technology, one is
the principle of the cloud and the other is the principle of artificial intelligence"
AI and cloud are the
future of big company strategy
Big company
Strategy: AI and Cloud AI strategy
IBM Technical Solution Architect Cloud & AI Cognitive
"The competence centers are those centers that are used to bring this innovation [new AI technologies] into the products and solutions that are offered and sold to customers. So they are more, let's say that point of connection between what is researched, tested and created in the research laboratories"
AI as an opportunity to innovate and benefit humanity
Big company Watson allows to innovate
AI and innovation
IBM Technical Solution Architect Cloud & AI Cognitive
About AI and IBM Watson "Well certainly artificial intelligence is an element on which IBM has invested for several years now and will continue to invest. Alongside these there will also be issues such as cloud computing, issues related to Blockchain, and these are then linked in the emergence, so to speak, in the concept of digitalization of the enterprise of companies."
AI helps companies make the transition to digitalization
AI innovation for digitalization AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
In IBM "we have an offer of artificial intelligence at 360 degrees. What does that mean? It means that we can range from what is defined as a fully customizable artificial intelligence"
AI solutions are fully customizable
Big company Watson as fully customizable AI AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"So [IBM Watson is] a set of tools that allow to create your own deep learning networks, in a totally custom or free mode, or maybe using open source frameworks
AI allows to create learning networks using free open source
Big company Watson helps to create learning networks AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"And all this is implemented in the Watson platform through the tools that as you mentioned are the Knowledge Catalog, in order to manage the set of data sources in a coordinated, aggregated way, being able to also go to implement the concepts of accessibility to various sources, and so on"
AI improves KM processes through better document organization and analysis
Big company Watson Knowledge Catalog for optimal KM AI and KM
IBM Technical Solution Architect Cloud & AI Cognitive
"The machine learning which is instead the run time, which allows us to run in the form of an API what was built by the data scientist, therefore the algorithm created by our data scientist"
Automatic learning is made available in the form of programming interfaces as advanced AI algorithms
Big company Watson uses advanced AI algorithms for automatic learning AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"There is a whole series of offers and services, you mentioned one, Watson Discovery, which are basically part of what is called pre-built artificial intelligence, pre-built, pre-packaged, that is built in a laboratory but then specialized on customer data, which are basically a set of services that allows us to make a quick startup of our solution"
Some AI products allow to customer to make better solution
Big company Watson Discovery offers pre-built forms of AI with rapid solution start-up AI advantages
IBM Technical Solution Architect Cloud & AI Cognitive
"Through IBM Watson, Watson Assistant rather or Discovery or Natural Language Understanding, they allow us to easily and immediately, through artificial intelligence, to integrate it into our complete business solution. So we have basically all the possibility, the flexibility of being able to build either from scratch or taking advantage of what has already been done with our artificial intelligence platform."
AI solutions allow to build a solution from scratch or leverage what it has already been done with AI platforms
Big company Watson solutions allow to build various forms of business solutions AI advantages
IBM AI Cognitive & Analytics Consultant
"Watson [is] able to find this information in a document of 20, 30 pages, in this way it was easy for the end user, in this specific case through a dashboard, so that not having to read all the documents to understand which was the document that interested in the specific, what were the supplies of a particular document"
AI facilitates the identification of information within complex documents
Big company Watson improves KM of complex documents AI and KM
IBM AI Cognitive & Analytics Consultant
"The client who needed to understand [...] whether or not to trust their suppliers, so if there were managers who had a pending suit or if companies had been involved in trials [...], so understand if the supplier with whom he or she was interested in making a particular agreement was trusted, and even here Watson did a whole first part of information retrieval through sites, newspaper articles, specialized articles, specialized sites that collect precisely this information."
AI helps humans to make better decisions
AI improves human decision AI advantages
IBM AI Cognitive & Analytics Consultant
To implement IBM Watson "It's not necessary to have to create something that runs on the customer's hardware systems, so there's no need to use their systems but the fact that it's cloud can then be reached by, that is, it's developed directly in the cloud so it can be reached from anywhere in the world you want"
AI solutions developed in the Cloud can be easily reached via Internet and do not have to adapt to the client's systems
Big company Watson solutions on cloud easily accessible AI - on Cloud
IBM AI Cognitive & Analytics Consultant
"Living all Watson services, living in the same cloud environment, they are also easily integrated with each other because many times more services are used, for example what I told you before, which analyzes the documents, takes out the insight is used very often along with the one to do the chatbots, so then the insights are returned in the form of chat. In this sense, it is also quite easy to integrate them."
AI as a centralized platform of integrated services to manage all business processes
Big company Watson services in cloud are easily integrated AI - on Cloud
IBM AI Cognitive & Analytics Consultant
IBM Watson allows to reach "new levels of information […] by analyzing large data, the large amount of data does not allow an analysis made by a single person, so it is easy there to take the information for her knowledge"
AI improves KM processes through better document organization and analysis
Big company Watson improves KM by analyzing large amounts of data AI and KM
IBM AI Cognitive & Analytics Consultant
"That is why it is a very delicate phase of a cognitive project, the training phase. First, let's say that a perimeter of knowledge is created within which Watson will be trained, and this already allows, let me say, to limit possible external influences. Secondly, a job is done with those who are experts in the field to identify how to create these cognitive models"
In the training phase AI limits external influences and uses experts to create cognitive models
Big company Watson makes the training process efficient AI advantages
IBM AI Cognitive & Analytics Consultant
"The security aspect of the cloud in the case of IBM is something that is constantly monitored, is one of the most important aspects of course"
AI can be used with individual respect and secure their personal data
AI in Cloud and personal data management AI - on Cloud
"On the part of the end user of a Watson service it does not require any competence, because in the end as I told you, if it is a chatbot, it is like interacting with a person [...] there are different aspects depending on whether they are the holders of knowledge then they want to be the first person to feed the cognitive knowledge of the Watson system that was implemented then there is a minimum of complications in addition but it is still a matter of using services that have already been developed and then it is the configuration is quite simple, there is no need for great skills"
AI does not require specific skills for the end user and non-complex skills for those who "feed" the cognitive systems
Big company Watson use and implementation skills AI advantages
IBM AI Cognitive & Analytics Consultant
"With our chatbot we made it so that a whole series of problems, let me say, the obviously most common ones, the difficult ones actually need to have the intervention of a technician, but all those that were easily solved by the help desk by connecting have moved, have moved the solution from the user who at this point asks how it is done, the chatbot is able to give him a simple guide, and the user is able to solve it by herself" the desk operator who is now able to focus only on those more serious issues and therefore also provide a better service, more punctual to that user who really needs it"
AI chatbot answers queries and moves the most complex requests to the help desk
Big company Watson improves the help desk's work AI advantages
IBM AI Cognitive & Analytics Consultant
"The desk operator […] is now able to focus only on those more serious issues and therefore also provide a better service, more punctual to that user who really needs it"
AI chatbot improves the help desk's work and customer service
Big company Watson improves the help desk's work and customer service AI advantages
IBM AI Cognitive & Analytics Consultant
"The simple fact that you don't have to read several documents by yourself means that, in the meantime, it's time saving, I have to read 10 documents to find insights, obviously it takes a while. In this way, however, the fact that the documents have been pre-processed by Watson allows the user to focus only on what is important data, or rather to have more important data."
AI improves KM by enabling the user to focus on the most important information
Big company Watson improves KM of complex documents AI and KM
IBM AI Cognitive & Analytics Consultant
"Thanks to the use of IBM Watson it is possible [...] to feed, so to speak, the system a whole series of documents and get that information so be able to have a first processing and then of course you have to see the human component to go and analyze in detail but let's say there is a component of considerable time gain."
AI allows to manage information as first processing and does not eliminate the human component that must analyze it in detail.
Big company Watson allows time-saving in KM AI and KM
IBM AI Cognitive & Analytics Consultant
"Having developed a certain project [using IBM Watson] in an area of the world allows us to have a background, a starting point, that is, not to create something new from nothing"
Gaining experience in AI projects means creating a background to use anywhere in the world
Big company Watson applied globally and internationally
AI and internationalization
IBM AI Cognitive
& Analytics Consultant
"A[n] [IBM Watson] project, however similar [at the global level], brings with it variations from what is the information that is being used [...], a whole series of
knowledge that, however, must be revised taking into account the situation"
AI projects that have been developed worldwide
need to be contextualized at the local level
Big company Watson
applied globally and internationally
AI and
internationalization
IBM Information Technology Architect AI IBM Watson
"Artificial intelligence uses unconventional algorithms based on technologies that have been well known for years but that require considerable computational power, we are talking about technologies such as neural networks, machine learning and so on. The advent of the cloud, which is precisely the ability to delegate the computation of processes not to the laptop in front of you on your desk but to much more complex systems that are geographically distributed and optimized"
AI is available on cloud to optimize the availability, the diffusion and the speed
AI requires large processing capabilities and the cloud addresses this need AI and Cloud
IBM Information Technology Architect AI IBM Watson
"Today even the individual citizen, registering on the IBM cloud, can develop their own artificial intelligence solution, simple, as you like, but fully functional, at no cost"
AI on the Cloud allows individuals to develop simple AI solutions
AI on the Cloud also allows access to individuals AI - on Cloud
IBM Information Technology Architect AI IBM Watson
"Starting from the solutions that have been developed in the medical field that were in part the first developments of artificial intelligence applied to current business areas, so systems to help doctors to make diagnoses, to find evidence and to cross-reference patients' data, we then moved on to solutions in the financial and banking areas, and then solutions for call centers, for telephone companies, up to now where it can be said that almost all areas of business can take advantage of the usefulness of artificial intelligence precisely because compared to the past it is much easier to build solutions"
AI initially applied in the health sector and then in the financial sector, now it is open to almost all business areas
Big company Watson applicable to almost all business areas AI advantages
IBM Information Technology Architect AI IBM Watson
"The advantage [in the use of IBM Watson] is certainly to be able to include in the technologies used but especially in the business processes used, a whole series of data that were previously present but could not be used, think for example of all the unstructured data"
AI can extend KM to include all unstructured data that could not be used in the past
AI in KM handles structured and unstructured data AI and KM
IBM Information Technology Architect AI IBM Watson
IBM Watson manages "all the knowledge in terms of internal knowledge of each company, so all the experience, for example the experience of a repair technician, on what are then the options or best practices to implement to repair a certain problem, to redress a certain situation"
AI helps the human to solve problems
AI for problem solving AI advantages
IBM Information Technology Architect AI IBM Watson
"On the one hand, [IBM Watson] allows us to decipher all the non-traditional inputs that arrive, on the other hand, it allows us to schematize, classify and make accessible, even from the automatic flows, all the information that is typically managed by people"
AI improves KM processes through better document organization and analysis
Big company Watson handles information from different flows AI and KM
IBM Information Technology Architect AI IBM
Watson
"From what I have said one could imagine that the human being is completely excluded. Obviously, this is not the case, because these systems are not, let's say, an alternative to human intelligence, but simply serve to help people, hence humans, human operators, to
do their work more effectively"
AI in KM does not eliminate human intervention but helps the human being to work
more effectively
Big company Watson in KM helps to work
more effectively AI and KM
IBM Information Technology Architect AI IBM Watson
"If I ask the question to an operator about the insurance policy, while in the past the operator had to go and get the contract, read it, interpret what was written, now he can turn my question immediately to an automatic system [IBM Watson] which, if it does not already give her the answer nice and ready, it highlights all those parts of the documentation where there are the answers, and this saves a lot of time"
AI applied to daily practices does not replace the human being but helps her to get the answers she needs and save time
Big company Watson in KM provides the answers needed and saves time AI and KM
IBM Information Technology Architect AI IBM Watson
With IBM Watson "I have the opportunity to access various databases with various points of view and artificial intelligence allows me to have an eye on all this information and then to make the best decision in a faster time"
AI helps humans to make better decisions
AI improves human decisions AI advantages
IBM Information Technology Architect AI IBM Watson
"IBM, on its Watson platform that we can imagine as a fairly centralized platform with precise strategies
implemented centrally, has implemented a whole series of services that are divided by capabilities, that is by focused capabilities, and that can then be put together to build solutions that expose precisely intelligent capabilities"
AI as a centralized platform of integrated services to manage all business processes
Big company Watson as a set of integrated services AI advantages
IBM Information Technology Architect AI IBM Watson
IBM Watson allows to manage "the recognition of concepts and entities within user sentences, and can also manage the levels of dialogue, if my interaction is not a yes-no question but is based on a dialogue, the Assistant system is able to retrieve pieces of information maybe that had been said 3 or 4 interactions ago, and combine them in a cosistent context"
AI allows to manage complex forms of communications by retriving information from a small number of interactions
Big company Watson retrieves information from interactions AI and HR
IBM Information Technology Architect AI IBM Watson
IBM Watson provides "a service that makes the analysis of the text in terms of finding concepts, relationships, entities within the speech, for example, you have added a further piece. If you add a piece that manages for example the management of internal knowledge, and therefore is able to associate to a certain question that has been asked, the answers that come from what is my wealth of knowledge, mine as a company, you added yet another capability, which is to give sensible answers to questions"
AI improves KM processes through better document organization and analysis
Big company Watson manages the company's knowledge assets AI and KM
IBM Information Technology Architect AI IBM Watson
IBM Watson, "by assembling together cognitive services with clearly also traditional services, […] can build complex applications and solutions as you like, that expose even more human capabilities at the service of people
AI allows to assemble multiple cognitive services to develop complex solutions that involve multiple human capabilities at the service of people.
Big company Watson allows to assemble multiple integrated cognitive services to develop complex solutions AI advantages
IBM Information Technology Architect AI IBM Watson
"These [AI] systems must be trained and the training is done by humans so if I take a person who maybe does a training [...] based on old notions or even based on incorrect notions, or spoiled by prejudices, it is clear that the automatic system will learn the old story or otherwise spoiled by prejudices"
If the training is inadequately carried out, the result will be flawed.
AI can be flawed by inadequate training AI advantages
IBM Information Technology Architect AI IBM Watson
"To avoid these situations IBM was, I think, one of the first companies to equip itself with a layer that goes, let's say, to add itself to what is the operational chain of artificial intelligence, and that is basically summarized in our solution called IBM OpenScale, which has precisely the task of supervising the machine learning models, although the model seems to us a black box in the sense that we do not understand how it works, OpenScale is able to go and see the model while working and to pull out the criteria for which the model has taken a certain precision rather than another"
Big company, through OpenScale, has worked to keep the AI learning processes under control and thus improve the systems' accuracy
Big company OpenScale is a system to improve the learning system of the AI IBM OpenScale
IBM Information Technology Architect AI IBM Watson
"Artificial intelligence by itself does not complicate and does not simplify the aspect of data protection because in fact the presence of my personal data inside a server and the use that can be made of that data does not depend on whether this use is made by a cognitive system or not"
The use of personal data within systems or networks is independent of the use of AI
AI does not affect the use of personal data
AI and data privacy
IBM Information Technology Architect AI IBM Watson
"IBM has a very clear policy of use. First of all, the data of customers or users are never extrapolated from what is the context of the solution [...] IBM ensures that both the training data and the data that are then managed by the solution will never be used for different purposes"
AI can be used with individual respect and secure their personal data
Big company carefully manages the personal data of customers and users
IBM - Data Privacy
IBM Information Technology Architect AI IBM Watson
"Our cloud and, in general, our artificial intelligence solutions, have a very strict aspect of control over them, in our service level agreement it is clearly stated that personal data belongs to customers, so to speak, to users, and are used simply for the purposes that are declared to be used"
AI can be used with individual respect and secure their personal data
Big company applies strict controls on personal data management on Big company Cloud and AI system
IBM Information Technology Architect AI IBM Watson
Many IBM Watson solutions "can be used immediately by anyone who is able to the basic functions of a computer"
AI does not require a lot of computer skills for the use of many components
Big company Watson easy-to-use solutions AI advantages
IBM Information Technology Architect AI IBM Watson
"The data scientist, therefore the expert of the management of data processing, may be required when the complexity of the model is such as to require a very high degree of customization. If, for example, I want to do something [...] about certain market trends to understand which is the product and so on, maybe a data scientist can help me and can use, together with the business user, Watson solutions to build these very particular models that can then be inserted into the solutions and then realize the functionality that is needed"
AI may require the intervention of a data scientist for very complex processes.
AI system needs a higher level of knowledge to process complex systems AI advantages
IBM Information Technology
Architect AI IBM Watson
"Watson is currently used within IBM and is used in a variety of business functions especially in personnel management, because artificial intelligence helps to
find the right match between people's skills and the job"
AI is used within the company for personnel management to find the right match between
people's skills and the work done
Big company Watson employed in HR AI and HR
IBM Information Technology Architect AI IBM Watson
"IBM, but also other companies, now have systems that by analyzing the curriculum, are already able, for example, to classify the skills of people and direct them more wisely to a certain type of job than another"
AI used in personnel selection to analyze skills and identify those needed for a given job
Big company Watson and personnel selection AI and HR
IBM Information Technology Architect AI IBM Watson
"I find myself today automatically all my skills added to the internal system of human resources that traces my professional evolution, the system [IBM Watson] suggests to me what are the most appropriate things that I have to put in my curriculum and does so in a very careful way, that is, it does so on the basis of what is then the real evidence"
AI applied to skill management highlights skills and professional development on the basis of real evidence
Big company Watson applied to skill management AI and HR
IBM Information Technology Architect AI IBM Watson
"As well as the help in research, the fact of having Watson behind the research helps you to find more relevant resources in terms of documents, people, than before. So even in this, artificial intelligence has greatly changed the way of being in the company"
Use of AI in the corporate intranet finds more relevant resources and changes the way of being in the company
Big company Watson improves corporate intranet searches AI and HR
IBM Information Technology Architect AI IBM Watson
"In cognitive applications, you must still take greater account of the human factor, in the sense that being systems that basically manage unstructured information that comes mainly from people, can not be carried by weight, perhaps from one part of the world to the other and adapted without a minimum of adaptation"
Cognitive applications of AI cannot be taken from one part of the world to another without a minimum of adaptation
Need for adaptation of AI systems when taken to different geographical areas
AI and internationalization
IBM Information Technology Architect AI IBM Watson
"Artificial intelligence solutions […] can help medical staff or humanitarian associations to better understand the needs of people who may be refugees or people in need of help, perhaps in different parts of the world"
AI helps the human to improve of the quality of life
AI improve quality of life AI advantages
IBM Europe Automation Practice & Delivery Leader
"Watson is a set of products and capabilities that IBM has developed [...] When it comes to automation and knowledge management [...] We call anything that will help represent a repetition of work for a human, we will capitalize that as automation"
AI allows to manage knowledge through an automation system that will help machines to represent the repetition of human work
Big company Watson in knowledge management uses automation to represent repetitive works
Layer two [of IBM Watson] would be that the answer that you give comes from many sources, right? It would be a combination of something that is written in a paper, so you would ask that student to read a particular paper or a text from a particular doc, something like that. It could be a picture, seeing videos, so that are multiple type of content that you will have.
AI can allow to find information by analyzing large amounts of data and take those related to the knowledge
AI system and KM from different structured and unstructured sources AI and KM
IBM Europe Automation Practice & Delivery Leader
Like on Facebook, if the feedback is positive, you will give a thumbs up, if the feedback is not positive you will give a thumbs down. Every time you do that, Watson learns. If you give thumbs down, Watson will roll the curated content back to the Knowledge Manager, like you, saying this is not correct anymore. And then you will have a chance to correct the content.
AI adopts systems to improve information content through feedback
Big company Watson adopts information content improvement systems AI and KM
IBM Europe Automation Practice & Delivery Leader
"The main advantage [in the use of Watson's cloud system] of information dissemination is that I can reach to large sets of people the information, as soon as I see this information, it is available to all those users"
AI provides information and knowledge dissemination
Big company Cloud and information dissemination AI - on Cloud
IBM Europe Automation Practice & Delivery Leader
Using IBM Cloud for information dissemination "I can segregate the users and I can look at the amount of information that should be available to a particular user, and I can make sure only the relevant user gets that relevant information, so I can control GDPR, any kind of government regulations that apply, particular users aim to get particular information, and I can do it in a cost-effective manner"
AI on Cloud allows to manage large amounts of data and ensure compliance with data privacy
AI on Cloud and Data Privacy policy Data Privacy
IBM Europe Automation Practice & Delivery Leader
"In terms of use of information [in IBM Cloud], when Watson is set with a lot of these large datasets of information, you can also now perform analytics on these large datasets, to understand which dataset is corresponding to another, adding more insights coming out of it, giving more insights coming out of it, who are the most frequent users of the data, what is the way in which they are using the data, all of those things can be monitored"
AI system on Cloud processes large amounts of data, and performing complex analysis, identifies relationships, and analyzes access and use of information
AI system on Cloud works on large amounts of data by performing complex analyses AI - on Cloud
IBM Europe Automation Practice & Delivery Leader
"Watson is constantly learning. So even if the information is incorrectly input and coded into Watson, it will be quickly rejected by the user without using it. As soon as they find that that information is not relevant or it is not making sense, we are going to get that feedback that they are not happy with that information, and so it gets rejected in the system"
When you enter obsolete or incorrect data, AI system can correct data because the continuous learning process will receive negative feedback that will reject that information
AI system as a learning system that excludes obsolete or incorrect information AI advantages
IBM Europe Automation Practice & Delivery Leader
"Personal data can be controlled completely. Watson looks at who needs information, then if the person has it in excess then what is the level of content that the person has, and what is the time frame for which that information needs to be provided. So, all of those things can be deployed to effectively make sure of compliance to all regulatory bodies."
AI can be used with individual respect and secure their personal data
AI system respects data privacy
AI and data privacy
IBM Europe Automation Practice & Delivery Leader
"It takes about five minutes to learn [how to use IBM Watson], so it is not complex at all"
AI is easy to learn and to use
Big company Watson is not complex to learn AI advantages
IBM Europe Automation Practice & Delivery Leader
"We had a lot of internal wikis and an IBM connection tool. These used to be the most common tools for storing the knowledge. But other than that, we would also use a lot of commercial tools, that could be SharePoint"
AI provides information and knowledge dissemination
KM through cognitive tools such as IBM Watson "has been optimized, definitely optimized, but optimized in the sense that the Knowledge Management was never a rule per se, every one of us, as part of our jobs, we would make use of Knowledge Management tools and also sharing that knowledge with other IBMers"
AI allows to optimize knowledge management and save time but this is not a fixed rule for every person
Big company Watson allows to optimize KM AI and KM
IBM Europe Automation Practice & Delivery Leader
"So we use [IBM Watson] systems to make more time decisions on our work on a daily basis"
AI helps humans to make better decisions
AI improves human decisions AI advantages
IBM Europe Automation Practice & Delivery Leader
"Watson does not have the physical boundaries, once you apply Watson it can be used by anyone, that person might for instance be based in India, Japan or America"
AI has no physical boundaries but can be used by anyone, anywhere in the world
Big company Watson applied globally and internationally
AI and internationalization
IBM Europe Automation Practice & Delivery Leader
"It really depends on the curation of the content, so if my colleague cannot understand English, they will need to use Watson, they will need to curate content on their own"
AI may have a limit in KM due to knowledge of the language in which the information is handled
Big company Watson, KM and language use AI and KM
IBM Europe Automation Practice & Delivery Leader
"IBM is moving towards open cloud and making sure that these technologies are available to the general public as well, so they can come up with their own usage of these Watson technologies, sharing our knowledge so that, you know, the manager can make more use of this knowledge and create more content"
AI on the Cloud adds new business opportunities
Big company Watson on Cloud creates more opportunities for knowledge sharing AI and KM
IBM AI IBM Watson Explorer Architect
"I work with is unstructured data, or textual data, or what we call content and the main part of the content that work with this textual nature so think about documents, think about word documents, PDFs, e-mails or tweets, SMSs, anything where there’s written text [...] I work with tools that help those organizations extract meaning from that text and therefore not just one meaning from just one document, e-mail or whatever but from thousands, tens of thousands, up to tens of millions of documents"
AI can allow to work on structured and unstructured data, managing large amounts of data
AI system and management of large amounts of data of different nature AI and KM
IBM AI IBM Watson Explorer Architect
"So the mere sign that [through IBM Watson] we can reach documents, that volume, and interpret them and understand them in a way that a business person would interpret and understand them, means that we
can understand and analyze orders of magnitude, more data, unstructured data, that any human being could, and we can do more accurately and consistently"
AI can allow to work on structured and
unstructured data, managing it as accurately and consistently as an industry expert would
AI system enables accurate and consistent data and KM AI and KM
IBM AI IBM Watson Explorer Architect
"Human beings are actually quite poor at understanding and interpreting textual data, so a system like Watson can do it more consistently and more accurately and to way more, you know, at a much higher volume, speed, that a human being could"
AI can allow to understand and interpret large amounts of data very quickly
AI system enables faster data and KM AI and KM
IBM AI IBM Watson Explorer Architect
"The volume of information shared with the employees and gained from employees is far too vast for any one person or group of people to effectively analyze, interpret and use in any way and Watson allows us to do this very very quickly and also more actively and reliably than human being could"
AI enables all employees to use the corporate intranet in a fast and reliable manner
Big company Watson used by all employees in a fast and reliable way AI, KM and HR
"If you’re just going to rely on machine learning without any kind of governance around, who does the machine learning? Who gathers the training data? And how the training data is used? And that is a real danger, in fact that will absolutely happen. But in the techniques we use, first of all, we provide also the tooling for governance, and for data quality analysis, and then, as I said, we don’t just use machine learning methods, that’s just one of the techniques. Another major technique we use, linguistic rules, helps to mitigate that risk".
To reduce the risk of errors in AI's learning process, alternative governance tools and qualitative data analysis, such as linguistic rules, must be used
With AI system alternative governance tools and qualitative analysis can be used to reduce learning errors AI and KM
IBM AI IBM Watson Explorer Architect
"The principle that personal data belongs to the person and not to the organization that speaks to leverage it has a profound effect on anything not just unstructured data but also structured data, any data we have from, any organization has from customers. So requires an extra level of vigilance, and care in dealing with the data [...] I can say about the policy and that is any customer that uses IBM services, cloud services, can usually opt out to of having IBM do anything with the data they work with. So, what I mean by that is, when you use a Watson service, you are sending data or using your own data to train the service. Unlike our competitors, IBM will not, if you do not wish, IBM will not learn from that data".
AI can be used with individual respect and secure their personal data
Big company protects personal data and applies control systems
AI and data privacy
IBM AI IBM Watson Explorer Architect
"There are two different groups, end-users, which is complex or easy as you make the solution, Watson solutions are just a way of building an application for an end-user, to do something. The tools themselves to configuring use are generally very straight forward, and easy to use. It’s a question of getting comfortable with them and the greater challenge is giving accurate and effective data with which to train them"
AI solutions are written applications for end users and can be used simply and intuitively
Big company Watson easy-to-use solutions AI advantages
IBM AI IBM Watson Explorer Architect
"The main problem with trying to use these services that are based on a certain level of unstructured data is if human beings are just very poor at understanding of processing any data, any amount of data really, so the first thing Watson does by simulating how we interpret and understand textual data, Watson allows us to get to a much larger amount and process more consistently and reliably"
AI can allow to collect, interpret and process large amounts of structured and unstructured data quickly, consistently and reliably
AI system enables large amounts of data to be processed quickly, consistently and reliably AI advantages
IBM AI IBM Watson Explorer Architect
"So that can be any process, that can be HRM process, we’re trying to figure out who’s performing best based on reports of their work, that’s based on, that could be employees’ surveys, trying to figure what employees think of their organization, customers surveys, anywhere where textual data is at the heart of the process, Watson provides a way of analyzing that much more effectively"
AI improves HR processes for information analysis, helping and speeding up personnel management systems.
In HR, Big company Watson provides the way to collect feedback and process data AI and HR
IBM AI IBM Watson Explorer Architect
"The IBM Cloud solutions are online and accessible to anyone who has internet access, so anyone can get it online, go to IBM Cloud and start, and provision a service, and use it. You can also buy a license for some forms, almost all of them now IBM, download it and run on a private cloud behind your firewall. Watson solutions in general support 11 languages and can score up to 20 languages depending on what you’re trying to do"
Multilingual support provides effective service to implement AI on Big company Cloud
Big company Watson on Big company Cloud with multilingual support AI - on Cloud
"There is no longer a limit to the sources, new problems have arisen, problems concerning which information is relevant, which are true, which are the most correct. I speak especially with regard to companies, the figure, which does not have to be necessarily the last, that is the most correct [...] "This is not valid in large companies where knowledge of the various portals has different certification times"
In data management, unstructured data in particular, there may be problems in certifying the validity of the information
Information validity (knowledge) must be certified KM
IBM Senior Watson AI Consultant
"The protection of personal data varies from project to project, it is not so much Watson but the type of project you are dealing with"
AI can be used with individual respect and secure their personal data
Data protection does not depend on the use of AI system
AI and data privacy
IBM Senior Watson AI Consultant
IBM Watson's simplicity of use "depends on the type of application, some can be used even if you do not have specific knowledge and then it is enough, others instead require the technical knowledge"
AI is easy to learn and to use
Some Big company Watson applications are very simple others are more complex AI advantages
IBM Senior Watson AI Consultant
"Before IBM Watson, knowledge was managed through repositories of information and it could happen that the information entered and shared could be contradictory to each other. IBM Watson has transformed the way information is managed, making this process more transparent and effective"
AI has transformed KM by making it more transparent and effective
Big company Watson and optimal KM AI and KM
IBM Senior Watson AI Consultant
IBM Watson's "the ability to process a quantity of information that has no precedent, can only be able to read so much information and propose it to a specialized professional already a sort of summary on papers that would have taken at least months to search for"
AI has transformed KM by making it faster and more accurate
Big company Watson and fast and accurate knowledge management AI and KM
IBM Senior Watson AI Consultant
IBM Watson "provides much more information than before, makes, even the decisions of the professional more facilitated by more information, then the decisions can be made by the professional, but enabled by more information"
AI helps humans to make better decisions
AI improves human decisions AI advantages
IBM Senior Watson AI Consultant
"Every single [Watson] experience in the world is important, because it is a competitive advantage, every experience brings a lesson and must be shared within us.
AI experiences become a shared asset of a company and used worldwide
Big company Watson used worldwide to gain competitive advantage
AI and internationalization
IBM Senior Watson AI Consultant
"Truth management has been one of the main topics of discussion for a long time, it is one of the dilemmas because the training part is one of the most difficult of these systems and there is the shortcut of self-learning, in some cases it works well, in other cases it does not work so well" [...] "when these systems are not controlled in which what is generated is not exactly what was desired, that is why we go to check the training base that we provide"
Optimal management of learning systems means that the training system is properly controlled to improve the quality of the data processed.
Monitor AI system's learning system to improve quality AI and KM
IBM Project Manager Application Automation "IBM Watson is very easy to use and easy to learn it"
AI is easy to learn and to use
Big company Watson is not complex to learn AI advantages
IBM Project Manager Application Automation
"Watson's IBM Cloud Strategy is powered by the latest innovations in natural language processing, visual recognition, and automatic learning, and thanks to its recommendations, intuitions, insights, Watson can predict and model business forecasts for companies, so that it can improve critical decisions by reasoning in real time with its integrated Machine Learning processes "
AI's Cloud Strategy is aligned with the latest innovations in the use of natural language, and helps improve critical business decisions
Big company Watson applied to decision-making AI advantages
"Business workflows become smarter because Watson integrates into workflows to add AI where it is needed"
AI and AI integrates with all major business workflows, improving processes
Big company Watson integrates into major business workflows AI advantages
IBM Project Manager Application Automation
"Watson on IBM Cloud allows access to unstructured data, and can learn from small data sets, that is the quality of the data that makes the difference, not the quantity, and helps to increase its value by analyzing it more deeply, the Deep Learning mechanism"
With small data sets, AI system identifies models and relationships by processing structured and unstructured data
AI system performs in-depth data analysis AI advantages
IBM Project Manager Application Automation
"By simplifying, accelerating and regulating deployments, AI enables organizations to produce business value"
AI simplifies and accelerates the distribution of information by creating business value for companies
Big company Watson allows you to simplify and accelerate the dissemination of information AI advantages
IBM Project
Manager Application Automation
In IBM Watson's learning processes "the dirty data is also taken into account, but a minimum percentage,
even if loaded continuously, does not affect the forecasts or the percentages of effective applicability for which you identify the suggestions"
AI system applies systems that take into account incorrect data and activate forms of correction that
do not affect the effectiveness of the analysis
AI system autocorrects incorrect data AI advantages
IBM Project Manager Application Automation
"The information is absolutely protected, and a correct diffusion and diffusion of the data cannot prescind from accurate policies of security. IBM is committed to providing customers and partners with innovative solutions for privacy, security and data governance"
Big company's strategies include a commitment to ensuring customer privacy and security in personal data management
Big company applies strict controls on personal data management on Big company Cloud and AI system AI - Data Privacy
IBM Project Manager Application Automation
To take advantage of many IBM Watson features "just basic IT application knowledge is required; Watson Machine Learning is an integrable solution and allows an inter-functional team to deploy, monitor and optimize models quickly and easily "
AI does not require a lot of computer skills for the use of many components
Big company Watson is not complex to learn AI advantages
IBM Project Manager Application Automation
"Watson Machine Learning's intuitive dashboards make it simple for teams to manage models in production, and its uninterrupted workflows enable new, ongoing training to maintain and improve model accuracy"
AI Machine Learning's dashboards enable continuous improvement of models' accuracy
Big company Watson improves work processes AI advantages
IBM Project Manager Application Automation
Before IBM Watson and AI were used, KM in IBM was handled "essentially through communities and posts within them, and topics were searchable by keyword in a search box within the corporate network through a search engine; obviously search results were generic and by keyword"
Old Knowledge Systems use keyword and limited possibilities
Old KM with limited possibilities
AI- KM in the Past
IBM Project Manager Application Automation
Artificial intelligence will transform the world in dramatic ways in the coming years, and IBM is advancing in the field through its portfolio of research focused on three areas, advancement of AI, rescaling AI, and confidence in AI.
Evolution of AI in Big company to extend it and support confidence in its use
AI evolution at Big company AI advantages
143
APPENDIX E: Coding of Public Domain Interviews and Speeches
"What Watson can do is read through in fact all of the Wikipedia all of most of the world's information we need to put into Watson now it can read a paragraph [...] and say you know based on my understanding of human semantics and syntactics and synonyms and similes and metaphors I can
deduce that Jack Welch and GE at this time right it's the beginning of computers that start and you know what you got as cognitive computing computers that understand not just calculate"
AI facilitates the identification of information within a large number of documents
AI facilitates information identification AI advantages
SAXENA
"If Watson learns like we learn as human beings Watson learns by reading stuff so Watson's learns over two million pages of cancer research and all of cancer data in the world is already unit so Watson learns by reading just like we do. Watson learns when people ask questions of it just like a parent and teachers ask question of us and say you know what do you think about it in the characters, we have oncologist we have call center people training and teaching Watson and correcting Watson and then Watson learns by doing just like we learn by doing this is a whole different paradigm of machines that are able to learn and interact there's not a whole lot of programming in modern Watson it's more reading and understanding and interacting and growing from it."
AI learns and activates systems to correct incorrect information
AI autocorrects incorrect data AI advantages
SAXENA
"With technologies like Watson, humanity now, if you look out 50 years. 100 years I believe is going to be a defending of the knowledge for humanity because now you're not just capturing the information about people capturing the knowledge about those people that experiences world people" ... "We are capturing his knowledge and putting this into a machine so generations from now on can benefit from his knowledge and insight"
AI provides information and knowledge dissemination
AI can manage the knowledge for humanity AI and KM
SAXENA
"Imagine a technology like Watson working as an assistant to the doctor right this is not making decisions on behalf of you, it is like a GPS system for doctors. That's taking all the knowledge that's known to mankind and it's like having the power of a thousand best oncologists behind every oncologist is out there in doing a diagnosis because the machine is able to understand and comprehend stuff that the human brain just cannot"
AI allows to manage information as first processing and does not eliminate the human component that must analyze it in detail.
AI in KM provides decision support
AI and decision-making
SAXENA
"A government agency, you can start imagining but particularly where the kind of recent stuff that we have been through here also how they could start using technologies like this so very promising areas
where I see a massive shift and a mass movement towards adoption of a new technology (AI and IBM Watson) that will change the way we think, act, and learn from."
AI and AI's new technology change the way of thinking, acting and learning of people
AI change the way of thinking, acting and learning AI advantages
"The MIT IBM lab is a new initiative just started last year IBM has committed 240 million dollars to joint research and we think of it as the leading academic
and industry alliance in advanced AI research"
Big company high investiment in AI research
(with MIT) Strategy: AI AI strategy
WEBER
"So the advance that I'm most excited about right now is advances in deep learning for graph structure data. So deep learning to date has mostly been focused on Euclidean one-dimensional, two-dimensional three-dimensional data structures, Euclidean data structures, but non-Euclidean data structures like graph data or manifest data is much more difficult because you're not just accounting for the various observations, you're accounting for the relationships between observations and that causes the combinatorial complexity to explode." ... "Just earlier this summer two of my career my colleagues that at IBM Research Geo Chen, Teng Fame, and Danica Chow published a new giant leap forward in this effort called fast GCN and they were able to use important sampling and integral transformations that that improved speed on deep learning for graphs by orders of magnitude above previous benchmarks."
AI manages complex data elaboration and correlation
AI leads to more accurate data analysis AI advantages
WEBER
"If we can develop much better techniques for monitoring large graph data sets, like transaction data sense, and identifying patterns, identifying suspicious nodes then we can I think make the financial system a much safer place and that, in turn, I hope, can lead to more financial inclusion"
AI makes the financial system safer and data management improves AI is safer AI advantages
WEBER
"If you look at the results from the fast, you see on paper and you can blog it very easily, fast GCN IBM and you'll find they find the information, was the ability to improve speed, holding the computing power constant they're able to improve speed by orders of magnitude without sacrificing accuracy"
AI allows to be faster at managing data but with adequate levels of accuracy AI is fast AI advantages
WEBER
"And I believe strongly in a vertical integration of our values throughout every operational aspect of our business so I would be in research that means that when you're thinking of social good it's not just
like what special social good programs do we have but how do we conduct ourselves with every single person that we interact with, so that's office place ethics and how we respect one another that's how you relate to and respect clients and customers, that's how you relate to and respect even your competitors you know your suppliers" AI is used for social good. AI used for social good AI advantages
AUSTRAAT
"Watson […]it's a set of capabilities and our customers can compose them in a way that addresses their needs. So that could be anything from just using one capability […] or building out entirely transformative solutions between low yield and medium yield cognitive tasks"
AI as a centralized platform of integrated services to manage all business processes and build transformative solutions
AI allows to assemble multiple integrated cognitive services to develop complex solutions AI - Cognitive
AUSTRAAT
IBM Watson "is a system that knows how to understand, reason, learn, and give insight and it uses a number understanding of documents, to understand images, understanding audio and even doing things like machine translation"
AI facilitates the identification and enrichment of information from a large number of documents
AI facilitates information identification and enrichment AI advantages
"With Watson we have very consciously tried to democratize machine learning and data science so if you look at for example what would it take to take your unique corpus of let's say millions of pages of operating procedures or any other large corpora that that you would like to annotate and enrich and make uniquely useful to you"
AI is easy to learn and to use AI easy-to-use solutions AI advantages
AUSTRAAT
"Watson Knowledge Studio […] is an online web-based tool that lets you with very little training actually create machine learning models by simply highlighting text and teaching Watson"
AI allows faster and easier access to data in processes from various sources AI is fast AI advantages
AUSTRAAT
"We have a customer in the insurance world and we hyper accelerated their ability to adjudicate claims. So, the claims adjustment process went from three hours to a few minutes"
AI allows faster and easier access to data in processes from various sources
AI and facilitated data access AI advantages
AUSTRAAT
"Transformation with cognitive comes with obviously a transformation of functions, individual functions, but then also of the overall enterprise and that touches everything from the complete employee and engagement lifecycle from hiring, selecting, using this technology and then ultimately then repurposing it for training as well. So it really means looking at your enterprise holistically, looking at transformative power, not just as a speeds and feeds, but also as a business process and business model, sometimes"
AI used in personnel management to analyze skills and identify those needed for a given job
AI and personnel management AI and HR
KENNY
"She has a very rare form of leukemia but because the system was built on a lot of prior data including every patient ever at Memorial Sloan-Kettering they found in ten minutes what they had not solved in six years and she's better and I just think the chance to actually extend life to bring computing power to these real everyday decisions matters"
AI allows to be faster at managing data but with adequate levels of accuracy, enhacing everyday decisions
AI enables more efficient data management and decision support
AI and decision-making
KENNY
"What we're automating is sort of the base level rote work, and that frees up time and capacity to solve bigger problems and to actually be more clear what's on solve so you can find in the patterns of leukemia what we don't know and that'll help researchers find solutions"
AI allows to save time and helps to find solutions to complex problems
AI saves time and helps solving complex problems AI advantages
KENNY
"The world still has a lot of unsolved problems so for me I think freeing human capacity to solve hard problems is what all this is going to do"
AI frees human capacity and helps to solve complex problems
AI helps solving complex problems AI advantages
KENNY
"30% of the Watson diagnoses had not been found by humans so it opened new doors and new answers for one thing I would say secondly we do find that the machines do, over time, come to better predictions"
AI learns and comes to better predictions over time AI constantly learns AI advantages
ROMETTY
"Watson can run on your premise, it can run in any cloud and it can connect between them, and so that's really what clients are asking for"
AI meets clients needs by running on premise, on cloud, and connecting between them AI meets clients needs AI - on Cloud
"We actually we had to do a lot of work around the IBM cloud private which is what Watson runs on […] Red Hat is coming up and so this allows it to move anywhere out there. This is a big piece […] of hybrid cloud which you've heard me say we think that's a trillion-dollar market and we'll be number one in it so that gives you a good feeling"
Big company high investiment in cloud platforms AI and Cloud AI - on Cloud
ROMETTY
"The AI we are working on is to train with a lot less data, I mean the next state-of-the-art Rev on AI is less data, in fact one-shot learning it's called"
AI in the future will be trained with less data AI will learn with less data AI in the future
ROMETTY
"We're also announcing today the most secure public cloud you will see an announcement later today that it is the most secure public cloud something called hyper protect that's out there. So they would walk away and say if I've got to modernize my mission-critical apps IBM is the only partner to do that"
Big company applies very strict cloud and AI controls to ensure that personal data is used for purposes for which they were declared
Big company applies strict controls on personal data management on Cloud
AI - Cloud - Data Privacy
SUDARSAN
"Imagine you're offline you're in airplane mode you have no connectivity you have, you know, inconsistent connectivity, you can still run your machine learning models and you can actually point your camera to or take pictures with your iPhone or iPad and have them classified locally"
AI does not require internet connection for data classification AI and data classification AI advantages
SUDARSAN
"We also made available an SDK (software development kit) that allows you to very easily combine your offline visual recognition processing with the rest of the IBM Watson services on the cloud and so as a developer again you can very easily call, you know, for additional richer insights from data from services that are running on the cloud that has access to a lot more data"
AI allows to retrive more data from multiple services AI and optimal KM AI and KM
SUDARSAN
"So that's where now you're combining the speed, and the processing in an offline nature with the
richness of insights that you can actually get from the cloud"
AI on Cloud processes large amounts of data and
information quickly even when offline
AI on Cloud manages data
and information quickly and offline AI - on Cloud
SUDARSAN
"Being able to be productive and now use their camera instead of just pointing and using the light for that now they actually can start scanning and capturing information so it saves them valuable amount of time, in part identification, in issue detection, diagnosis, and then in some cases, you know, repair ideas as well, right? And that's kind of the whole way of looking at it"
AI can detect, diagnose, and even "repair" ideas, and saves significant amount of time
AI saves significant amount of time AI advantages
ROSSI
"For us it should be trust between the users of an AI system and the AI system itself so the system should be trustworthy in the sense that maybe is not biased, is fair, is explainable, and the way uses the data of the user is transparent"
AI must be trustworthy and transparent in data processing
AI must be trustworthy and transparent AI ethics
ROSSI
"Another dimension is trust among different stakeholders involved in in AI and among different communities, among different corporations producing AI, they should collaborate we are beyond the fact that they may compete on the marketplace"
AI must be trustworthy and foster collaboration between the different stakeholders
AI must be trustworhy and foster collaboration AI ethics
"Trust among different cultures that may have a different idea of how AI should be developed, deployed, and used"
AI must promote trust among different cultures
AI must promote global trust Ai ethics
ROSSI
"We think that if AI is not trustworthy then it will not be adopted as widely as it could be and these benefits would not be exploited by us and it's not good to under trust AI because if we don't trust AI enough then we will not be able to get all the benefits that it can give but also if we trust it too much also it's very bad because we are assuming that it has capabilities and maybe it doesn't have so that's not going to be good so we really want to build AI that we can understand what is the correct level of trust"
AI should allow users to understand its correct level of trust
AI must promote its correct level of trust AI ethics
ROSSI
"I would say two years or two years and a half there has been really a huge amount of initiative that have been started, research centers, units within corporations, or within universities, or within governments, declarations, strategies for AI in Europe, everywhere, China, Russia, U.S., wherever, and so around, you know, really trying to understand what it means to build AI that is beneficial for individuals for societies and in trustworthy, in a responsible way such that not only the AI can be trusted but also the corporation building AI can be trusted"
Individuals, corporations and institutions must strive to understand its correct use of AI that is beneficial, responsible and trustworthy that allow trust in AI and corporations
AI must promote its correct level of trust Ai ethics
ROSSI
"IBM [...] has inside a lot of initiatives both from the research point of view there are a lot of papers that are being published regularly around how to detect bias in data, how to mitigate and how to recognize bias even if you don't have access to training data, how to make AI systems more explainable and so from the research point of you, how make them value alignment to make sure that they fall of some optimization criteria and to reach some objective, but at the same time also they follow some ethical guidelines that may be relevant for the tasks that they are trying to address and so inside there is a lot of work in terms of research, but also work in terms of collaborating with the rest of the world in trying to understand what it means to build this responsible AI"
Big company strives to build responsible AI through publications on detecting bias and by following ethical guidelines
Big company strives to build responsible AI AI ethics
ROSSI
"IBM has published a data responsibility policy, IBM is a company where we don't want to we are not going to reuse the data our clients for other clients or other tasks and that of course is very, you know, very attractive for our clients but on the other hand put us in a kind of a more difficult position because of course if you have less data than, you know, your machine learning approaches, your data driven approaches, have less data they can work with, so we have to compensate with other things like symbolic AI, domain knowledge, reasoning and so on"
Big company applies very strict cloud and AI controls to ensure that personal data is used for purposes for which they were declared
Big company applies strict controls on personal data management on Cloud and AI
"For us AI should augment human intelligence and not replacing it so that means that we are focused on that kind of AI because we are working to help other companies to use AI in whatever they need to do so, want to build AI that helps professionals do their job as well as possible"
AI does not eliminate human intervention but helps the human being to work more effectively
AI allows to work more effectively AI advantages
ROSSI
"The partnership on AI was funded by six companies, among which IBM [..], we started this idea of a platform for discussion, multidisciplinary, a multi-stakeholder discussion on issues related to the pervasive deployment of AI in our society and the impact of AI we decided that this initiative was going to be open not just to companies but to many other stakeholders like NGOs, civil societies, universities, professional associations, so now we have 53 partners starting from six in beginning of 2017 [...] of which only I think about 30% are companies and everybody else is non-for profit
because we think that only this very multi-stakeholder approach can help really understand what the issues are, identify them define them and resolve them and possibly get to the best practices on how to deal with these issues"
AI must be trustworthy and foster collaboration between the different stakeholders
AI must be trustworhy and foster collaboration AI ethics
NOAH (AI robot)
"Robert, did you know that 80% of the world's data is unstructured and 80% of that has come about over the course of the last two years?" […] "And it is only going to grow if you think about all the videos and tweets that you are all sending now but also the research materials, logs, and personal sense or data that everyone makes every day. Until now we have not had the ability to look and analyze that data but with Watson we can"
AI allows to find more insights by managing large amounts of data of different nature
AI and management of large amounts of data of different nature AI and KM
NOAH (AI robot)
"Let's look at sense personality insights capability now. This helps companies understand the individual. Everyone likes to be interacted with differently. Personality insights is able to understand what each of us is looking to do, how we expect to be treated in the interaction, communication, and engagement that we prefer"
AI allows to understand personality insights and patterns of interaction, communication and engagement
AI helps to understand individual traits AI advantages
COLE
"The way in which we see what Watson can do is it's very much helping as we said to scale, enhance, and accelerate that human expertise and not replacing it"
AI does not eliminate human intervention but helps the human being to work more effectively
AI allows to work more effectively AI advantages
COLE
"Imagine being a doctor and having all the latest medical reports, trends, treatment insights and research material at your fingertips helping to make the best decisions possible for your patients"
AI allows faster and easier access to data from various sources
AI enables more efficient data management and decision support
AI and decision-making
COLE
Cognitive systems like IBM Watson "interact naturally with humans, using vision, language, and speech which means they're able to read and ingest data in ways that are human wouldn't be able to do in as much complexity as it can but then help us as humans to understand it"
AI allows to find more insights by managing large amounts of data of different nature and helping humans understand it
AI and management of large amounts of data of different nature AI advantages
Cognitive systems like IBM Watson use "machine learning and deep learning to be able to learn at scale and all the knowledge about a particular subject whether that be medical, whether that be oil and gas, whether that be retail, whatever the domain that it's actually learning in"
AI learns from multiple domains of knowledge
AI and KM from multiple sources AI and KM
COLE
Cognitive systems like IBM Watson take "all of that data and turn it into suggestions to help people have a higher confidence level when making decisions"
AI allows to have a higher confidence level on decisions based on suggestions
AI enables more effective decision support
AI and decision-making
COLE
"All of this means that unlike traditional systems where they essentially you put it into a data center and they lose value straight away, actually cognitive systems get smarter, and therefore more valuable, the more data you put into them the more you interact with them and the more they learn"
AI learns and comes to better predictions over time AI constantly learns AI Cognitive
COLE
"Cognitive technology and machine learning is nothing new from an IBM standpoint. We've been doing it for the last kind of 30 to 40 years what is new is the commercialization of that technology"
Big company used cognitive technology and machine learning in the past but did not commercialized it
Big company use of cognitive technology and machine learning in the past AI Cognitive
COLE
"From there as you would expect from IBM we worked with and continued to work with big financial organizations to understand and help them differentiate themselves using this cognitive technology and then the really interesting thing from my perspective was that we started to look outside of the normal IBM kind of walls and open up the technology to anybody in everybody that wanted to come and play and enhance odd or build solutions on top of the Watson capabilities"
AI applied to operations outside big company to make the difference using cognitive technology
AI applied outside big company AI advantages
COLE
"We're also helping organizations with the objectives of saving money on call centers, but most importantly allowing their customers to have the information that they require available straight away and by interacting with an app or a robot in the same way that we would a friend or a colleague"
AI applied to call centers provide cost savings, time savings, and customer interactions with AI system resemble a conversation with a human being
AI provide cost savings, time savings, and better customer interactions AI advantages
COLE
"Watson is working with [New York Genome Center] by ingesting cancer patients DNA information and searches the vast medical literature to identify the most likely DNA mutations or other issues driving the cancer. It pinpoints relevant drugs that can target those specific DNA issues and prevents the information to doctors with the supporting evidence in a matter of minutes, instead of in a matter of weeks or months"
AI allows to find information by analyzing large amounts of data and take those related to knowledge
"From an IBM standpoint I can't talk for all organizations but there are strict security processes that we have in place in order to prevent [improper use of AI] happening but as I was talking to some of your colleagues earlier, obviously, you know, with anything they fall into the wrong hands then bad things can happen"
Big company applies very strict security processes to prevent improper AI use
Big company applies strict security processes on AI Ai ethics
COLE
"One of the things that that that cognitive technologies give us is the elimination of [the emotional] bias so that we can make decisions based on facts and based on the data and the knowledge that we have as opposed to bringing in that kind of bias"
AI allows us to make decisions without the influence of emotional biases from cognitive systems
AI allows to make decisions without the influence of bias
AI and decision-making
COLE
"We kind of describe the whole reasoning aspects of it now we have different capabilities within Watson that allows it to do different things and the more capabilities you put together the better the answer is going to be, the more confident the answer is going to be in the more scope that it is given to look at different areas so if it doesn't think that it's got the right answer, it will go off and come back with a set of different answers and reasons why it's come up with those answers to give you the ability to then choose which you believe the right answer is"
AI allows to have a higher confidence level on decisions based on suggestions
AI enables more effective decision support
AI and decision-making
COLE
"If you look at [Watson] from a medical perspective, you know, I still want my doctor making that advice but I want it to be based around the best possible information that he or she can have now that might be in a different part of the globe where they don't currently have access to, Watson could give them that access"
AI does not eliminate human intervention but helps the human being to work more effectively
AI allows to work more effectively AI advantages
COLE
"What's really important and we haven't really mentioned it is the curation of that data behind it and the ability to understand exactly what questions are being asked of the technology, and making sure that you are serving, you know, the clients, the customers, the people, whoever asking, you know, those questions, and making sure that you have the relevant answers AI it is being pointed at the right data to look at those answers moving forward"
AI understands exactly the questions posed to the technology and examines the right data to provide a more accurate answer
AI manages information effectively AI advantages
KELLY III
“AI systems […] will require new innovations to tackle increasingly difficult real-world problems to improve our work and lives”
"Major data science projects are more effective, generating $2.5 million in incremental revenue or cost savings per project. With improved access to data and modeling tools, data scientists can drive more value on major projects. With an average operating margin of 10%, this equates to an incremental $750,000 in operating margin per project."
AI increase profits and revenues, and saves costs
Cognitive and AI improve business profits AI advantages
FORRESTER
"Watson Knowledge Catalog helps organizations improve data governance policies, reducing the risk of penalties and fines from noncompliance. On average, organizations avoid up to $270,000 in fines and penalties per year with improved rules and policies managed with Watson Knowledge Catalog."
The use of AI (Knowledge Catalog) helps organizations to better manage governance policies and reduce risks and penalties for non-compliance
AI reduces risks in the correct application of processes by reducing penalties for non-compliance AI advantages
FORRESTER
"Difficulties in accessing data, using data in modeling tools, and writing code in existing tools limited data-scientist productivity. Data scientists are a valuable and expensive resource for organizations. The more time a data scientist can spend building models, the more valuable insights an organization can receive to use in important business strategy decisions." ... "Data scientists can also use Watson Studio to generate dashboards to more effectively share insights with business decision makers."
AI helps humans to make better decisions
Cognitive support to strategic decisions AI - Cognitive
FORRESTER
"With an integrated platform, organizations can reduce the cost of analytical toolsets, administration overhead, and external consulting. Organizations can replace some existing analytics tools and integrate data and modeling tools in one platform, creating a “one stop shop” for data analysis."
AI as a centralized platform of integrated services to manage all business processes
Integration of cognitive systems leads to optimization of costs and capabilities AI - Cognitive
FORRESTER
"In a managed-cloud (with IBM Watson) environment, infrastructure and administration costs are significantly reduced, and data scientists can access new environments immediately. Open source tools can be used in a managed environment, reducing compatibility and version control issues."
AI increases profits and revenues and save costs
Cloud and Open Source reduce costs AI - on Cloud
FORRESTER
"The organization’s data is in one place with (IBM Watson) Knowledge Catalog, structured and unstructured data, and administrators, data stewards, and chief data officers can easily create rules and policies to remain in compliance with security regulations and restrict access to sensitive information."
"Collaborative features (IBM Watson Platform) like access to a community of peers and shared resources increases skills development and speeds up model development. With time savings, data scientists can experiment more and build more models. With a click of a button, data scientists can deploy models into applications."
AI provides information and knowledge dissemination AI improves KM AI and KM
FORRESTER
"Improving productivity across AI teams creates substantial business value: By increasing access to data, improving collaboration between roles, and increasing the speed at which data scientists can build models, data scientists can spend more time generating and delivering valuable insights."
AI improves productivity and increases speed with which models are built
AI improves productivity AI advantages
FORRESTER
"One of the most significant benefits for interviewed and surveyed customers (using IBM Watson) is the ability to efficiently generate and communicate important insights to business decision makers."
AI allows to find the insights of the texts and then extract the concept
AI enables more efficient communication and decision support AI advantages
FORRESTER
"Watson Knowledge Catalog allows organizations to improve the speed and ease to data access. This allows data science teams to quickly acquire and prep useful data for their projects that was previously hidden in their various data sources."
AI allows faster and easier access to data in processes from various sources
AI allows faster and easier data access AI advantages
FORRESTER
"With Watson Knowledge Catalog, organizations can handle structured and unstructured data in one platform, and they can capture and share models, dashboards, and notebooks. Data scientists save a significant amount of time on finding and preparing data"
AI allows to collect, interpret and process large amounts of structured and unstructured data quickly, consistently and reliably
AI enables large amounts of data to be processed quickly, consistently and reliably AI and KM
FORRESTER
"Watson Knowledge Catalog helps organizations’ data stewards and chief data officers govern and anonymize data and control access and use. Organizations get more transparency into their data and how people use it. Its active policy engine applies layers of governance and control, and sensitive data can be automatically masked, ensuring that data is used correctly. With improved governance of data, organizations can avoid penalties and fines associated with fast changing regulations"
AI has transformed KM by making it more transparent and effective
"Increasing the use of Watson Studio to generate more insights will provide additional productivity and business impact benefits"
AI allows to find more insights, boosting productivity and business benefits
AI improves work processes AI advantages
FORRESTER
"The more data that can be included in Watson Knowledge Catalog, the more value will be delivered through increased productivity, improved security and compliance, and increased access to data to generate insights"
AI allows to find more insights, boosting productivity, security, and business benefits
AI improves work processes and data protection
AI and data protection
MORGAN
"Doctors can’t possibly keep up with all of the data and new studies being created every day, but Watson can scan through millions of records for new data and treatment suggestions. By showing where the information and recommendations are coming from, Watson expands what human doctors can do and provides them with resources to make the best decisions for their patients."
AI allows to have the best information available
AI effectively manages information AI advantages
GUENOLE AND FEINZIG
"HR departments were once primarily administrative functions." ... "Until recently, the primary benefit of technology has been to provide efficiency gains; it allowed us to do the same things we always did, but faster and more cost effectively. For example, previously technology allowed us to recruit people faster over the internet, but now AI lets us recruit the right people faster by assessing skill match for roles, predicting the likelihood of future success, and estimating the expected time to fill any given role."
AI improves HR processes for information analysis, helping and speeding up personnel management systems.
AI promotes efficiency in personnel selection AI advantages
GUENOLE AND FEINZIG
"To solve pressing business challenges AI enables HR organizations to deliver new insights and services at scale without ballooning headcount or cost. Persistent challenges, like having the people resources to deliver on the business strategy and allocating financial resources accordingly, can be addressed through the thoughtful application of AI solutions."
AI allows to find the insights of the texts and then extract the concept
Business strategies: AI applied to HR AI and HR
GUENOLE AND FEINZIG
"To attract and develop new skills. The business world is constantly being disrupted. In order to cope with this disruption, businesses need to respond faster to opportunities, and to work in an agile way to stay ahead of competitors. This means finding an effective way to compete for the skills required to innovate in this new operating environment. AI applications enable HR departments to acquire and develop employee skills in lockstep with shifting market demand."
AI improves HR processes for information analysis, helping and speeding up personnel management systems. AI applied to HR AI and HR
"To improve the employee experience. People have started to expect something different when they come to work; they want a personalized experience, not a standard one. They want things to be tailored and offered to them in a way that works for them from the start to the end of a process."
AI helps people to improve the way of work
AI improves work processes AI and HR
GUENOLE AND FEINZIG
"To provide strong decision support. The speed of change and rate at which information is being generated means that business decisions today are best made analytically. Because the amount of information that needs to be considered is vast, AI can be used to make sense of it and deliver recommendations. As a result, the information managers and employees require is there just when they need it. AI also provides the opportunity for employee voices to be heard and acted upon in real time"
AI helps humans to make better decisions AI decision support AI advantages
GUENOLE AND FEINZIG
"To use HR budgets as efficiently as possible AI can enable HR to become more efficient with its funding. HR spend can shift to higher value and more complex problem solving, without reducing levels of service for workers who have more routine HR queries. HR savings made in this way can be reinvested in further AI deployment, increasing HR’s ability to solve business challenges, continuously develop strategic skills, create positive work experiences, and provide outstanding decision support for employee"
AI increases profits and revenues, and saves costs
AI applied to HR with better use of human resources AI and HR
HIGH
"IBM Watson is a deep NLP (natural language processing) system. It achieves accuracy by attempting to assess as much context as possible. It gets that context both within the passage of the question and from the knowledge base (called a corpus) that is available to it for finding responses"
AI allows to find the insights of the texts accurately and then extract the concept by assessing the context from the question and the knowledge base AI and accurate KM AI and KM
HIGH
IBM Watson "can tease apart the human language to identify inferences between text passages with human-like accuracy, and at speeds and scale that are far faster and far bigger than any person can do on their own. It can manage a high level of accuracy when it comes to understanding the correct answer to a question"
AI allows to be faster at managing data but with adequate levels of accuracy, enhacing everyday decisions
AI enables more efficient data management AI and KM
HIGH
"Of paramount importance to the operation of Watson is a knowledge corpus. This corpus consists of all kinds of unstructured knowledge, such as text books, guidelines, how-to manuals, FAQs, benefit plans, and news. Watson ingests the corpus, going through the entire body of content to get it into a form that is easier to work with. The ingestion process also curates the content. That is, it focuses on whether the corpus contains appropriate content, sifting out the articles or pages that are out of date, that are irrelevant, or that come from potentially unreliable sources"
AI allows to find information by analyzing large amounts of data and take those related to knowledge and discarding unreliable data
AI effectively manages information, excluding obsolete or incorrect data AI and KM
"When Watson responds to your questions, even answering you correctly, you might realize that you need to ask other, better, and more important questions to help consider your business problem in a whole new way. You start to think in ways that help you to understand the competitive threats and opportunities in your marketplace that never occurred to you before"
AI allows to find more insights, boosting productivity and business benefits
AI used worldwide to gain competitive advantage AI advantages
HIGH
"Recent breakthroughs in inference chaining (determining that this infers that, which infers something else, and so on) are creating deeper insight" […] These types of multilevel inferences can be captured as an inference graph from which we can observe a broad spectrum of downstream considerations. More importantly, convergence in the graph is a powerful way of deriving more significant inferences, such as answers that can reveal deeper insights and hidden consequences"
AI allows to derive more significant inferences (more insightful answers) through an inference engine
AI effectively manages information AI and KM
BANERJEE
"Woodside are harnessing the power of IBM Watson technology and cognitive computing to extract meaningful insights from 30 years of complex engineering data to enable fact-driven decision making on complex projects"
AI allows to collect, interpret and process large amounts of structured and unstructured data quickly, consistently and reliably
AI effectively manages information AI and KM
BANERJEE
"Woodside are realising 10 million AUD savings in employee costs because of faster access to and more intuitive analysis of engineering records. The geoscience team is realising a 75% reduction in time spent by the team reading and searching through data sources"
AI enables large cost savings through faster and easier access to data in processes from various sources
AI leads to cost savings through faster and easier data access AI and HR
BANERJEE
"Working with Watson, Woodside Energy built a customized tool that allowed its employees to find detailed answers to highly specific questions, even on remote oil and gas facilities. Watson ingested the equivalent of 38,000 Woodside documents, this would take a human over five years to read"
AI allows to find information by analyzing large amounts of data and take those related to knowledge
AI effectively manages information AI and KM
IBM Corporation (2019)
"Firms are embracing more data sources on the cloud, combining it with existing data on premises, and applying analytics and AI on the Cloud to drive new insights"
AI on the Cloud generate new insights
AI and new insights generation AI - on Cloud
IBM Corporation (2012)
"IBM’s vision is to define, create and lead markets for this new class of cognitive system by: 1. Addressing meaningful industry and societal challenges, where conventional approaches don’t work. 2. Developing a cognitive class of solutions built on a secure, scalable modular framework. 3. Delivering demonstrable, quantifiable value as defined by the client."
AI as a centralized platform of integrated services to manage all business processes
AI improves work processes AI- Cognitive
IBM Corporation (2012)
“Watson solutions are best suited to data-intensive industries and issues that: • Require the analysis of a high volumes of both structured and unstructured data • Benefit from the speed and accuracy of a response to a question or input provided • Desire to systematically learn with every outcome or action taken, getting smarter with interaction and new evidence • Have critical questions that require confidence weighted recommendations and supporting evidence”
AI as a centralized platform of integrated services to manage all business processes