THE DIGITAL WORKPLACE IN THE COGNITIVE ERA - Forbes
THE DIGITAL WORKPLACEIN THE COGNITIVE ERAPOSITIONING FOR THE FUTURE: INTELLIGENT ITFOR THE ANYTIME, ANYWHERE WORKFORCEIN ASSOCIATION WITH:
CONTENTSIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4The Digital Workplace: Empowering Users and Enablingthe Agile Enterprise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5The Anytime, Anywhere Workplace in the Cognitive Era . . . . . . . . . . . . . . . . . . . . . . .8Case Studies in the Cognitive Enterprise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9How Cognitive Capabilities Will Enable the Digital Workplace . . . . . . . . . . . . . . . . . .11Watson at the Support Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12Enabling the Cognitive Workplace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16The Workplace of the Future . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18The Cognitive Transformation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
INTRODUCTION“There is a shift from'one size fits all' to amore personalizedexperience in ITsupport and service.At the sametime.theinfrastructure-as-aservice model hasrevolutionized theway IT resources canbe deployed.—Richard Esposito, GeneralManager, IBM GTS MobilityServicesThere is a tectonic shift in the way we work. We expectthe same kind of intuitive, tactile experience with ourworkplace technology that we now take for grantedwith our smartphones, tablets and gaming systems. Weexpect our devices to talk to each other and updateautomatically. Virtual meetings should be as easy to setup as a video chat, and whatever we need to do ourjobs should be as easy to tailor as a streaming music orvideo application.“In the workplace, there is a shift from ‘one size fits all’ to a morepersonalized experience in IT support and service,” says RichardEsposito, general manager of IBM’s GTS Mobility Services.“Users want to choose their own devices, and they expect thekind of experience they have with consumer devices. At thesame time, the idea of renting versus buying has transformed theway most organizations pay for new IT infrastructure. Theinfrastructure-as-a-service model has revolutionized the way ITresources can be deployed for many of our clients.”Perhaps the most dramatic change to the digital workplacecomes from the potential for cognitive support to combineintelligence and sentiment for a true sense-and-respondexperience. Cognitive systems will change the workplace inways we haven’t yet imagined.There is no question that technology gives us more choices andbetter tools. Yet what most of us want is less complexity and, if weare paying for it, lower costs. Planning for the workplace of thefuture means striking the right balance between finding the righttools for each user today and accessing an infrastructure that canexpand with the intelligence and the power of the technology ofthe future.We will explore some of these shifts in the workplace through aseries of publications beginning with “The Digital Workplace inthe Cognitive Era.” COPYRIGHT 2016 FORBES INSIGHTS 3
EXECUTIVE SUMMARYThe digital workplace merges work and life—a virtual space with applications, services andinformation on demand. For users, this means access to the technology they need, when theyneed it, on whichever device they prefer to use.Employees expect their enterprise systems to be as engaging, exciting and intuitive asconsumer devices. Technology research company Gartner calls this a shift fromtechnology-literate people to people-literate technology.At the same time, companies now have more exquisitely detailed data about how theirproducts and services are used than they ever had before, thanks to a vast network of sensorsand advanced analytic tools.Cognitive systems can parse all that data and learn what employees need to do their jobbetter—even if they don’t yet know it themselves. Cognitive systems will deliver the ability tovisualize vast amounts of data, curated and analyzed, for a unique task and a unique user.The workplace of the future will embrace emerging new cognitive and analytic capabilities.These tools can provide insights into how employees engage most effectively, what the besttechnologies are for each task and each individual, and help provide a seamless workenvironment—an environment that will help to attract and retain the best talent.Success in the growing mobile, digital world requires a deliberate business and IT strategythat allows you to provide cognitive capabilities that set your digital experience apart everytime in the context of the moment. When businesses design around this revolution, instead ofsimply accommodating it, whole industries can shift.4 THE DIGITAL WORKPLACE IN THE COGNITIVE ERA
THE DIGITAL WORKPLACE:EMPOWERING USERS AND ENABLINGTHE AGILE ENTERPRISE“Think of it as thecomposableworkspace. You pickup your device andcompose yourworkplace aroundyour role in theorganization andwhat you need toaccomplish.—Pat Bolton, IBM DistinguishedEngineer and Chief TechnologyOfficer for Workplace andMobility ServicesThe digital workplace is not a place at all. As a grand vision, it istechnology that merges work and life—a virtual space withapplications, services and information on demand. Gartnerdefines the digital workplace as a way to create a corporateculture of autonomy, accessibility, accountability andempowerment.1 For individuals, this means access to thetechnology that they need, when they need it, on whicheverdevice they prefer to use. “Think of it as the composableworkspace,” says Pat Bolton, IBM Distinguished Engineer andchief technology officer for Workplace and Mobility Services.“You pick up your device and compose your workplace aroundyour role in the organization and what you need to accomplish.”Most of us are already relying on an arsenal of digital devices towork in a virtual environment, and we know there is greatpotential for improvement. Creating and supporting the digitalworkplace is a challenge and an opportunity for everyorganization. It is an opportunity to leverage technology toenhance the employee experience, facilitate connections andfoster data-driven decision making throughout the organization. Itis also an opportunity for organizations to leverage the talent oftheir workforce with cognitive technologies.The challenges include curating and dynamically updating all ofthe knowledge that will enable the workplace of the future andthen identifying which data is most useful to each user. Cognitivecapabilities can help organizations with the enormous task ofmanaging the corpus of knowledge that represents a businessand provide a mechanism for personalizing data that will becomemore expansive, more refined and more responsive as it learns.Employees already expect their enterprise systems to be asintuitive and responsive as consumer devices. At the same time,companies now have more exquisitely detailed data about howtheir products and services are used than they have ever hadbefore, thanks to a vast network of sensors and advancedanalytic capabilities. Cognitive systems can parse all that data,learn what employees need to do their job better—even if theydon’t yet know it themselves. They can do it in nanoseconds, andthey can help automate routine tasks.Attention to Eight Building Blocks Ensures SuccessfulDigital Workplace Initiatives, Carol Rozwell and AchintAggarwal, June 15, 2016, G00274167 Gartner1 COPYRIGHT 2016 FORBES INSIGHTS 5
WELCOME TO THE COGNITIVE ERACognitive systems can ingest vast quantities of different kinds of data, learn from theirinteractions with data and people, reason with purpose and interact with humansnaturally. They represent a leap from the deterministic information systems thatpreceded them, explains John E. Kelly III, senior vice president, IBM Research andSolutions Portfolio. Cognitive systems are probabilistic. They can take all the data weask them to look at—structured and unstructured—and generate hypotheses,reasoned arguments and recommendations, along with a measure of the probabilityor confidence level of any recommendation generated, says Kelly.Cognitive systems have the potential to augment our ability to understand—and actupon—complex systems, such as the human genome, enterprise systems or optimalwork habits. Many organizations are struggling to draw meaningful conclusions fromthe unstructured data they already have, but cognitive computing represents a giantleap forward in addressing this challenge. Its ability to process a vast amount ofinformation, learn from that information, provide conclusions and act on thoseconclusions in fractions of a second is far beyond any other technology availabletoday.Cognitive computing is enabling a new class of products and services that sense,reason and learn about their users and the world around them. As cognitivecomputing becomes more embedded in consumer and enterprise systems, it has thepotential to change how companies deliver products and services, engage andinteract with customers, and how employees learn and make decisions. Applyingadvanced analytics and automation to predict potential issues and enable systems tobe corrected proactively will enable businesses to keep employees productive andkeep customers engaged.6 THE DIGITAL WORKPLACE IN THE COGNITIVE ERA
“The realtransformation is inapplying cognitiveintelligence to thedigital workplace tomake the enterprisecompetitive.—Ajay Jotwani, Vice President ofDigital Workplace Services, IBMCognitive computing is an opportunity to put thegrowing universe of customer and corporate insightsinto the hands of workers whenever they need it andwherever they may be. Doctors at Memorial SloanKettering, for example, are training Watson, IBM’scognitive platform, to assist doctors in treating cancerpatients. Watson can take information about a specificpatient and match it to a huge knowledge base ofmedical journals and documented treatments andoutcomes for similar patients. A cognitive assistant canfind patterns and present options that can bothpersonalize and broaden the information available tomedical professionals when making treatmentrecommendations. The insights from cognitiveassistance can help patients and doctors makemore-informed, evidence-based decisions.These same tools can provide insights into how employeesengage most effectively, help select the best technologies foreach task and each individual and help provide a seamless workenvironment. Imagine having an intelligent assistant draw on therecorded knowledge of your profession as well as real-time datafrom your environment, helping to inform your decisions anddescribe probabilities to your range of choices for a given task.Imagine that assistant can also then learn over time, throughreal-life interactions with you and others in your profession,expanding knowledge and offering more precise assistance.“The digital workplace empowers users; it enables enterpriseagility and is a key contributor to productivity,” says Ajay Jotwani,vice president of IBM’s Digital Workplace Services. “The realtransformation, however, is in applying cognitive intelligence tothe digital workplace to make the enterprise competitive,” headds. As with the Fourth Industrial Revolution, every enterprisewill need to embrace the change to grow its market position.The workplace of the future will be designed to ensureubiquitous, personalized and secure access to emerging newcognitive and analytic capabilities. Cognitive systems will learncontinuously how best to engage with users and enhanceproductivity. They will provide the ability to visualize and moreeffectively use vast amounts of data, curated and analyzed for aunique task and a unique user. And they will be open to whatevernew platforms, applications or devices we may need to do ourjobs in the future. COPYRIGHT 2016 FORBES INSIGHTS 7
Cognitive assistance on a human scalePersonal profile:Work location, preferences andother relevant information to givecontext to the questions the useris asking.Conversation recall:Remembers previous searches toprovide new solutions.System updates:Recognizes upcoming updatesthat would impact the user.News and alerts:Pertinent information sent to usersince the last time they logged on.Relevant tickets:Retrieves past questions fromthe user and relates them tocurrent events.Learning on the job:Watson will learn from otheragents if unable to answera question.Knowledge andproductivity tips:People:Connect person to other users orsuper-users who can assist.Leveraging user profile to senduseful information on timely basis.Source: IBM Client Care Services: Service Engagement Guide, as?htmlfid AZO12387USEN&&dd yes&attachment AZO12387USEN.PDFTHE ANYTIME, ANYWHERE WORKPLACE INTHE COGNITIVE ERAWe are in an age when the line between consumer and enterprise technology is disappearing. Digitalcommunication enables employees, their organizations, their partners and their clients to engage withone another in voice, video and written communications at every touchpoint. In fact, employees expecttheir enterprise technology to be as intuitive and user-friendly as the latest smart device or application.Instead, many users are left wondering: If the personal assistant on their phone can recognize their voice,their gaming system can learn and remember their preferences, and their GPS can reroute them to avoidtraffic, why does their workspace feel like it’s stuck in a time warp?Employees have been compensating by using their own devices in the workplace for years. Now, somesmall businesses are even adapting smart-home devices—the kind designed to play music and learnyour lighting habits—to predict sales and gather business intelligence.As cognitive applications spread through many professions—from retail to healthcare tomanufacturing—users will expect the same dynamic, personalized and context-aware environment in alltheir workplace interactions. Cognitive capabilities will enable the workplace of the future, but it’simportant that organizations first develop and enable the infrastructure, data and security to create acognitive user experience for professionals.8 THE DIGITAL WORKPLACE IN THE COGNITIVE ERA
At the same time, the information captured through intelligent devices and social media providesbusinesses with insight into customers’ habits, preferences and behavior as well as a wealth of dataon how employees are interacting with each customer. Most organizations are already collecting andanalyzing that data. Putting it into the hands of employees who can use it is more of a challenge—anda competitive advantage to organizations that can do it most effectively. A cognitive system cananalyze vast amounts of structured and unstructured data to come up with a reasoned analysis ofwhat would be most useful to a specific user at a specific time.KEY CAPABILITIES OF THE DIGITAL WORKPLACE:The ability for employees to work most effectively anywhere, anytime on any deviceThe ability to securely provide the right information to the right people in the right contextThe ability to collaborate more closely with clients, partners and co-workersThe ability to create a responsive service with a clear user journeyThe ability to establish and maintain an expansive network of synchronized, real-time dataThe ability to leverage structured and unstructured data, including voice, video images andlocation dataCognitive assistants learn through their interactions with users. Gartner calls this a shift fromtechnology-literate people to people-literate technology. “By being people-literate, conversational,pervasive, and proactively looking out for their people, smart agents, such as smart advisors andvirtual personal assistants, will change the working relationship between people and technology forthe better.”2 Gartner predicts that virtual personal assistants will sweep the digital workplace. “Virtualpersonal assistants will fundamentally change the way workers interact with technology bydecoupling applications from content, prompting IT strategists to redesign business processes.”3What could a cognitive-enabled system mean for your enterprise?CASE STUDIES IN THE COGNITIVE ENTERPRISEExample 1: Improving economic competitiveness by streamlining business permitting processesAn aspiring entrepreneur looking to open a new business interacts with a cognitive assistant througha city’s mobile application to understand the regulatory formalities required to open her business.After providing expert advice on required permits, the system presents the required forms to becompleted by the business owner. The system evaluates the application submitted by the businessowner and provides approvals for permits and licenses based upon an understanding of all applicablebusiness rules, governmental policies, regulations and laws. The entrepreneur then gets alerts onadditional assistance that the city can provide to help her grow her business, such as sales leads ornetworking events.2Smart Agents Will Drive the Switch From Technology-Literate People, to People-Literate Technology, May 2015, G00277198, Tom gents-drive-switch-technologyliterate3IT Strategists Must Prepare for the Rise of Virtual Personal Assistants in the Workplace, July 23, 2015, G00279840, Van L. Baker and Whit ategists-prepare-rise-virtual COPYRIGHT 2016 FORBES INSIGHTS 9
To maintain the best user interface, a cognitive system can continuously update the data aroundregulations and policies and feed users the correct forms. The system will learn and improve continuously,based on what users are asking and doing. The IT team, meanwhile, gets analytics-based insights onapplication usage patterns, application performance and support issues so that they can improve the userexperience.Example 2: Improving user productivity and satisfaction with ITA sales regional manager is traveling to meet with three clients. At the beginning of his trip, his tablet isautomatically loaded with ready-to-go demonstrations, sales collateral and client-opportunity analysis foreach client meeting. While en route, he receives an alert that his sales contract management applicationhas had a performance degradation and he can expect delays in access and response time. He is alsonotified when service is likely to be restored. Unfortunately, it’s not before his first client meeting in threehours. The alert helps him avoid spending time contacting the help desk and allows him to handle contractitems with the client through his pre-loaded documents.The key is to be able to understand who the user is: to know his work, understand his priorities and beaware that he is on the road. A cognitive system can leverage data gathered from mobile devices, socialmedia, past IT usage patterns and location-based data. Then, if technology and connectivity are notworking optimally, a cognitive system can step in to keep vital applications running.Example 3: Safety first: Prioritizing IT supportA law enforcement officer calls in to the city’s IT help desk when she cannot get her license plate readerto operate due to a password issue. A cognitive system identifies that the caller is a police officer requiringimmediate assistance, and not, perhaps, the receptionist from the sanitation department, who needs toreset her password. The call is then routed with high priority, and when an agent picks up the call threeseconds later, he also knows (using GPS and satellite topography) that the officer is located in a median, inthe middle of the road, and that the officer most likely just pulled someone over. The system already hasidentified the three most likely problems the officer might be having as well as the most likely solutions togive the best possible user experience and fastest response.For a system to work at this speed, an understanding of the city’s IT environment and when safety shouldtake priority over other considerations is imperative. A police officer who works in the field would receivedifferent priority than a deskbound employee, even if they were both calling in with the same mobilephone issues. The ability to analyze technical issues over time could help the city improve safety for everyemployee in a potentially dangerous job.10 THE DIGITAL WORKPLACE IN THE COGNITIVE ERA
HOW COGNITIVE CAPABILITIESWILL ENABLE THE DIGITALWORKPLACE“Cognitive supporthas the potential toderive knowledgefrom a user’s deviceand past behavior aswell as contextual,situational andlocation-based data.—Dr. Linda Delbridge, GlobalSales Executive with IBM’sGlobal Technology Services“Watson knows whoyou are when youlog in, it knows thetypes of applicationsthat you’re running,it knows whatequipment you’reusing, and it knowswhere you arelocated.—Niki McKenna, Global OfferingManager, Client Care Services, IBM4“The Cost of Interrupted Work: More Speed and Stress,” In:Proceedings of ACM CHI 2008 Conference on HumanFactors in Computing Systems April 5-10, 2008, pp. , Gloria Mark,Daniela Gudith and Ulrich ClockeibidFor most of us, the promise of an anywhere, anytime, any deviceworkplace is met with the reality of too many choices and too muchinformation. Currently, the average employee is distracted onceevery 11 minutes and needs an average of 25 minutes to refocus ontasks.4 People compensate by working faster (but not necessarilymore effectively), and experience more stress, higher levels offrustration and greater time pressures.5“The irony of many workforce tools available today is that becausethere are so many to choose from, they can reduce employeeeffectiveness,” says Inhi Suh, general manager, IBM CollaborationSolutions. “By incorporating analytics and cognitive technologies intothese solutions, we expect them to be able to learn what is important,in context, and take the right actions on behalf of the user.”Cognition is already enabling a new class of products and servicesthat sense, reason and learn about their users and the world aroundthem. The cognitive workplace will become an ever morepersonalized experience, anticipating, advising and assisting in waysthat we never imagined possible. For example, a financial advisorcould meet virtually with a high-value investor over video with acognitive service offering real-time advice, handling tasks andsharing data in a secure environment.Advances in mobility, analytics and the Internet of Things (IoT) aremaking it possible to know more about the way people use theirtechnology and their personal preferences. “Cognitive support hasthe potential to derive knowledge from a user’s device and pastbehavior as well as contextual, situational and location-based data,”says Dr. Linda Delbridge, global sales executive with IBM’s GlobalTechnology Services.Cognitive systems such as Watson can take that knowledge, findpatterns, offer solutions and learn from experience. “Watson knowswho you are when you log in, it knows the types of applications thatyou’re running, it knows what equipment you’re using, and it knowswhere you are located,” explains Niki McKenna, global offeringmanager, IBM’s Client Care Services. Watson can take in all thatinformation and create a persona around you, your work and yourtechnology. So, when there is a problem, Watson can know you as aperson, not as a specific device or a help desk ticket.5 COPYRIGHT 2016 FORBES INSIGHTS 11
WATSON AT THE SUPPORT DESKWatson is available now as an application that can handle basic tasks, such as troubleshooting asoftware update. Eventually, Watson will be able to proactively provide information, letting you knowthat the printer you usually use appears to be temporarily down, for example, or warning you if yourVPN login credentials are about to expire, or even providing you instructions if you are locked out ofone of your devices.“In today's world of increasingly complex workplaces, driven by the proliferation of mobiletechnology, a more effective, flexible and knowledgeable support for the IT user becomes a criticalsuccess factor for all companies and employees,” says Piero A. Chiodo, vice president, Global ClientCare Services, IBM GTS Mobility Services. “Today's IT user requires a dramatically different level ofsupport for their extended workplace—a workplace that relies on cognitive computing to combineinsights, power, options, learning and 'always-on' availability to provide a superior, personalizedsupport experience.”“Today's IT user requires a dramatically different level of support for their extendedworkplace—a workplace that relies on cognitive computing to combine insights,power, options, learning and 'always-on' availability to provide a superior,personalized support experience.—Piero A. Chiodo, Vice President, Global Client Care Services,IBM GTS Mobility ServicesWatson will look longitudinally, at your habits and history over a period of time, and also latitudinally,comparing your issue with a series of concurrent events and environmental factors. If 10 other peopleexperience a VPN problem at the same time, Watson will look to see if there is something morepandemic going on in the environment rather than tell you to reboot or ask you if you have reset yourpassword recently. The response will be flexible and dynamic.This is only the beginning for cognitive support. “Watson is a great technology, and it will learn whatwe teach it; it needs to be populated with information,” says McKenna. Building out Watson’sknowledge is a process, she says. “A lot of our focus has been around how do we make sure we startwith good end-user-facing knowledge.” As a first step, IBM’s mobility services architects have createdknowledge cartridges for some of the most common software questions and call-center issues, soany client can get Watson up and running quickly.Most calls describe a symptom: “My email’s not working” or “The printer is broken,” for example.Training Watson to match those symptoms with the problems that cause them and then provideimmediate assistance is the job of Dennis Perpetua, senior technical staff member and chief architectfor Client Care Services, and his team. Matching symptoms with problems is one of the ways that acognitive system learns over time, together with its interactions with humans.12 THE DIGITAL WORKPLACE IN THE COGNITIVE ERA
Watson is already assisting help-desk agents behind thescenes for IBM clients, putting answers at their fingertips aswell as learning how human agents resolve problems. InApril, a Watson-powered application was launched thatallows users to chat with Watson directly to resolve commonsoftware and technical problems.“This isn’t necessarilyabout reducingcosts, it’s reallyabout pivoting in themarket to wheretechnology isheading.—Dennis Perpetua, SeniorTechnical Staff Member andChief Architect for Client CareServices, IBMIn the beginning, there will be questions Watson cannotanswer, so there is a built-in failsafe. If Watson is in a dialoguewith a user and is not able to respond with 100% confidenceafter a certain point, then the user will have the option to passover to a live chat agent, sharing with the agent theinformation gathered so far. For a cognitive system, this is notso much a failure as it is a learning experience. At that point,Watson will be shadowing the agent, learning from theagent’s responses what works and what doesn’t work.Eventually, Watson will incorporate that shared experience,but in the meantime, no one who needs help will be leftstranded.The education of Watson will follow a road map, saysPerpetua, and the user interface and service capabilities willevolve with it. One of the next steps will be imagerecognition. So, instead of explaining a problem to Watson,the user can take a picture of a frozen screen or an errormessage, and Watson will diagnose from the image and offerspecific instructions, in natural language, to fix the problem:“You need to press the blue button,” for example.Watson is also being trained to pick up on emotional cues,based on the language and tone of its dialogue with users.“Watson will focus on the words people are using todetermine if they are interested in helping themselves, if theyare just curious or if they are angry,” says Perpetua. If Watsonreads frustration or anger, the user will be handed over to alive agent right away. “If that’s the case, we don’t want tobring them through any other situations; we want to comfortthem,” explains Perpetua. “Watson could do that, too, butmost humans don’t like to be comforted by a computer.” Healso wants to be sure Watson knows a lot of jokes. Watsondoesn’t understand humor yet, but it does receive frequentrequests to tell a joke. COPYRIGHT 2016 FORBES INSIGHTS 13
Will sharing a joke increase productivity? For the user, sharing a moment of humor with a machine maybe preferable to suffering through unintended downtime. For Watson, humor and interaction are partof building an understanding of the nuance of language. “Watson understands a broader set oflanguage because it has the experience of how to fix a washing machine or how to fix a car,” explainsPerpetua. “Now Watson can be better at how to fix a computer because it understands the questionsin a truly natural way.” The Watson-at-the-help-desk service will be focused on the types of answersuser
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