1. Impact of AI on Services Industry
Raj Reddy
Carnegie Mellon University
Pittsburgh, PA 15213
Keynote Speech at the 2018 IEEE World Congress on Services
San Francisco, July 3, 2018

2. Myths and Misconceptions About AI
Lot of Hype
Based on Mistaken Assumptions
AI will replace humans
AI will Kill Us
Enslave Us
Lead to Loss of Jobs

3. AI Revisited

4. What is AI?
AI is an attempt to automate tasks that are usually though to be uniquely Human
Requiring Intelligence, Intuition, Creativity, Innovation, Emotion, Empathy
Usually Human coding using Heuristics, Rules, and
Statistical Models - HMMs
Non Sequential Algorithms
Early Attempts
Attempts to Solve Problem not Expressible as Classical Algorithms
Proving Theorems, Playing Chess
Understand Language, Speech, Images
Create Robots that Sense Think and Act
Later Systems attempted
Compose music, Painting
Automate trading in Stock Market
Usually leads to Imperfect Solutions
OCR error rates 99%
2010 Flash Crash: Dow Lost 1000 points in 36 minutes

5. AI In 20th Century: Use of Knowledge in Problem Solving
An Intelligent System must
Learns from Experience
Use Vast Amount of Knowledge
Tolerate Error and Ambiguity
Respond in Real Time
Communicate with Humans using Natural Language
Search Compensates for Lack of Knowledge
Puzzles
Knowledge Compensates for Lack of Search
F=ma; E = mc2
Traditional Sources of Knowledge
Formal Knowledge: Learnt in Schools and Universities
Books, Manuals,
Informal Knowledge: Heuristics from Peoples
Human Encoding of Knowledge
Expert Systems
Knowledge Based Systems
Rule Based Systems

6. Major Breakthroughs in AI of the 20th Century
Enabled by Brute-force, Heuristics, Human Coding of Rules and Knowledge, and Simple Machine Learning (Pattern Recognition)
World Champion Chess Machine
IBM Deep Blue
Mathematical Discovery
Proof Checkers
Accident Avoiding Car
CMU: No Hands Across America
Robotics
Manufacturing Automation
Disaster Rescue Robots
Speech Recognition Systems
Dictation Machine
Computer Vision and Image Processing
Medical Image Processing
Expert Systems
Rule Based Systems
Knowledge Based Systems

7. AI in 21st Century: Discover and Use Data Driven Knowledge Sources
Paradigm Shift in Science
First 3 Paradigms: Experiment, Theory, Simulation
Rutherford, Bohr, Oppenheimer
4th Paradigm: Data Driven Science
Create Next Generation AI systems
Data Driven AI systems
To Solve Previously Unsolved Problems
Previously Unavailable Sources of Data
Knowledge from Big Data:
Data Driven Learning of Models and Algorithms
Knowledge from Multiple (Cross) Media:
Social Media Intelligence Gathering
From All Language Sources
From All the Media: Text, Speech, Image and Video
Knowledge from Crowd Intelligence:
Global Brain: from Individual Intelligence to Collective Intelligence
Knowledge from Augmented Intelligence:
Human-Machine Hybrid Intelligence for Collaborative Problem Solving
Knowledge from Unmanned Autonomous Vehicles:
Intelligence from Collaborating Teams of Robots
Automatic Discovery of New Knowledge
Machine Learning using Big Data
Deep Learning

8. Major Breakthroughs in AI in 21st Century
Enabled by Big Data and Machine Learning
Language Translation
Google Translate: Any Language to Any Language
Speech to Speech Dialog
Siri, Cortana, Alexa
Autonomous Vehicles
CMU, Stanford, Google, Tesla
Deep Question Answering
IBM’s Watson
Robo Soccer
World Champion Poker
CMU Libratus
No Limit Texas Hold’em Poker

9. The Services Industry

10. AI and Services Industry
The Services Industry Consists of Different Sectors
Human Intensive Tasks such as Managed Services,
Product Development Tasks such as Software, Hardware, and Chip Development
XaaS services such as IaaS, PaaS, and SaaS.
Each Service Sectors can benefit from
Continuous Monitoring of Activity,
Analysis of Activity,
Understanding of Activity,
Anomaly Detection, and
Repair or Restore of the System.
The Sense-Think-Act Paradigm of AI
central to all AI enabled applications
can also be useful in the services sector.
AI Based Intelligent Assistants can be used to
automate routine aspects of a task,
usually leading to improved productivity of 20 to 80%.

11. Cognition Amplifiers and Guardian Angels

12. Cognition Amplifiers and Guardian Angels in Service Sector
Cognition Amplifiers and Guardian Angels are two families of Intelligent Agents that can help with Service Industry Productivity
A Cognition Amplifier (COG) is a Personal Enduring Autonomic Intelligent Agent that anticipates what you want to do and helps you to do it with less effort
A Guardian Angel (GAT) is a Personal Enduring Autonomic Intelligent Agent that Discovers And Warns You About Unanticipated Events That Could Impact Your Safety, Security, and Happiness

13. Cognition Amplifiers and Guardian Angels
Cognition Amplifiers are personalized and mass customized agents as part of KaaS, Knowledge as a Service
A Cognition Amplifier is a personal enduring autonomic intelligent agent that anticipates what a service provider is trying to do and assists in completing the task with less effort.
Buying and selling: Transact with multiple providers
Filter spam, understand and respond to actionable
News: Based on topic preferences, novelty, collaborative filtering
Banking: Monitor bank account, Credit Cards, Pay Bills
Travel: Flights, hotel, schedule disruptions, cancellations
Guardian Angels are personalized and mass customized agents as part of KaaS for
Just-in-Time Warnings: Hurricanes, Earthquakes, Extreme Weather
Act as Coach in Health and Education Matters
Accident Alerts and Rerouting; Transport Strikes
Scarcity of Essential Resources: Food, Energy, Water etc.
Assume Every Service Worker has Hundreds of Personalized Cognition Amplifiers (COGs) and Guardian Angels (GATs)

14. Steps in Creating Cogs and Gats
Guardian Angel Apps Dedicated to each Task for each Person
To Create COGs and GATs in Service Industry, We Need to Collect (Big) Data from Every Service Worker
Time, Location (GPS), Accelerometers, Barometers, Microphones and Cameras
GigaBytes Per Person Every Day
Monitor, Diagnose, and Apply Cycle For Each Service Worker
Activity Monitoring enables
Discovery of Intention which enables
Cognition Amplifiers (COGs) and Guardian Angels (GATs)

15. Necessary Conditions for Success in Development of COGs and GATs
Infrastructure
Instrument Data Sources
People
Places and
Things
Computing Power: Processor, Memory and Bandwidth
Multi Farm Cloud Computing
Super Computers for Processing
Zettabyte (1021 Bytes) Storage Farms
Million Gigabit bandwidth
Machine Learning and Analytics

16. How to Create a Guardian Angel?

17. Architecture of Guardian Angels Guardian Angels Publish and Subscribe
Guardian Angels are Mobile Apps that can be enabled for Any Person on the Planet
Unlike APPs of today, Guardian Angels are Mass-customized to Each Individual
Designed to be Non-intrusive, Autonomic, and Device Independent
Always On, Always Present and Always Working
Always Learning
Enduring (life-long)
Guardian Angels Monitor, Analyze and Learn From Experience;
Learn From Own Experience And Experience of Others
And share knowledge with a community of Guardian Angels
Automated Discovery of Data and Information Sources
Guardian Angels Publish and Subscribe Anonymized Data of User Activities and Experiences
Data, suitably anonymized, can be used to learn appropriate responses for every possible situation by
Learning preferences by observing user choices,
Learning by task similarity and user similarity,
Learning by error correction and
Simply learning thru clarification dialog ( does that mean yes? Would you care to define it?)

18. Cloud Based Architecture of Guardian Angels
Always On
App Instantiation in the Cloud
Activity Monitoring: iPhone Sensor data
Always Working
Diagnosis and Repair
Always Learning
Publish/Subscribe

19. Family of Personalized Guardian Angels
Personalization and Customization of Guardian Angels Cloud Based Guardian Angel Platform Linked to User Smart Phone
Learning
Learn by Watching
Learn by being taught
Learn by doing
Learn by asking others
Learn by discovery
Security
Multimodal authentication
Continuous authentication
Encryption
Big Data Management
Process, index, story and retrieve data
Mine, Cluster, and Summarize relevant experience
Dialog
With humans
With other agents
Self Healing
Detect errors
Resolve errors
Power Mgmt
Activity Monitoring
Multi-Sensor Integration
Autonomic Systems
Etc.
Family of Personalized Guardian Angels
Subscribe to Local, National and Global Sources and Act on Relevant Information

20. Publish/Subscribe Eco System of
Guardian Angel Global Infrastructure Platform
Activity Monitoring and Intention Awareness
User
Guardian Angels
Cloud Based
User Infrastructure
Platform
Knowledge Source Publishers
Global, National and Local
Knowledge Source Distributors
ReTweet Model
Global DataBase of Humankind

21. How Do I Get a Guardian Angel? Guardian Angel Market Place

22. Technologies of Guardian Angels Guardian Angels Publish and Subscribe
Service Agents are created by service providers using agent templates included in the platform
Download and Pay just as for Apps and Personalization
Guardian Angels Can request and manage services on behalf of their Wards.
Every organization that wants to enable access to their services by Guardian Angels will create a Service Agent for this purpose.
Opt-in “Waze” like Models
Privacy
Individual
Other participants
Legal
Can be subpoena-ed
Security
Information falling into wrong hands

23. Scalable Sustainable Affordable Personal Guardian Angels
By 2025, Everyone on The Planet Has Access to a Phone with Global Connectivity
A Phone is Expected to Cost $50
Every Man, Woman And Child will have Access to 16GB+ of Space on The Cloud from Facebook, Google And Microsoft
Everyone on The Planet Has Access to
Unlimited Computation, Memory and Bandwidth
Language divide and literacy divide limits access to the internet-enabled solutions to many people in the world.
Providing the right information in the right language and right medium enables scalability to all the people on the planet.
Sustainability and Affordability are natural consequences of exponential reduction in size and cost of Information Technology.
By 2020, a phone is expected to cost $20. Every Man, Woman and Child will have Access to 16GB+ of Space on The Cloud from Facebook, Google and Microsoft, enough to host all personal information in your own secure privacy protected area accessible only to you and your Guardian Angel.
Language divide and literacy divide limits access to the Internet enabled solutions to many people in the world. Providing the right information in the right language and right medium enables scalability to all the people on the planet..
Sustainability and Affordability are natural consequences of exponential reduction in size and cost of Information Technology.

24. …and Privacy
A Facebook of Guardian Angels Are Able To Share Anonymized Knowledge Using Publish/Subscribe Mechanisms Of Social Networking, and
Enabling Each Guardian Angel to Learn and Predict What Events Are Likely To Impact their Protégé
A Guardian Angel Knows the Location Information of The User at All Times so as to Provide an Alert and/or a Notification. If Needed, It Must Be Able to Turn-on The Phone.
No Privacy Breach Since Each Guardian Angel only Shares Information Already Known to the Service Provider
A Facebook of Guardian Angels are able to share anonymized knowledge using publish/subscribe mechanisms of social networking and enabling each Guardian Angel to learn and predict what events are likely to impact their owner. No breach of privacy is expected since each Guardian Angel only shares information already known to the service provider suitably anonymized. A Guardian Angel knows the location information of the owner at all times so as to provide alerts and/or a detailed notification. If needed, it must be able to turn-on the phone of the owner to deliver urgent information.

25. Potential Economic Impact of AI 2
Potential Economic Impact of AI 2.0 Emergence of Knowledge as a Service (KaaS) Industry
Every person on the planet will be able to perform many daily tasks more effectively using Guardian Angels
Daily tasks (routines, activities) include a wide spectrum from routine tasks (such as banking and travel planning) to tasks too difficult for the humans
Over 80% of all human activity will done by Guardian Angels by 2025
8 Billion People Market by 2025
Ultimately Humans Could be 10 Times More Efficient and Effective
Global GDP is Expected to be $100 Trillion by 2025
Even 10% improvement will lead to $10T additional wealth creation