The Executive Guide to Artificial Intelligence: How to identify and implement applications for AI in your organization

187 Pages·2018·3.3 MB·English

by  Andrew Burgess (auth.)

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How to identify and implement applications
for AI in your organization
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The Executive Guide to Artificial Intelligence
Andrew Burgess
The Executive Guide
to Artificial
Intelligence
How to identify and implement
applications for AI in your organization
Andrew Burgess
AJBurgess Ltd
London, United Kingdom
ISBN 978-3-319-63819-5 ISBN 978-3-319-63820-1 (eBook)
https://doi.org/10.1007/978-3-319-63820-1
Library of Congress Control Number: 2017955043
© The Editor(s) (if applicable) and The Author(s) 2018
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The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
This book is dedicated to my wonderful wife, Meg, and our two amazing
children, James and Charlie.
Foreword
I remember well the AI work I did whilst at college studying computer
science, how different and fascinating it was and still is. We were set a very
open challenge to write an AI programme on any subject. I decided to
write mine so that it could tell you if the building in a photo was a house,
a flat or a bungalow. Somewhat impractical, but a great learning experi-
ence for me, particularly in understanding how AI is different from tradi-
tional software.
Although my college days were a number of years ago, since that time the
concept of computers learning has always intrigued me and I have since won-
dered how long it will take for AI to have a truly widespread impact. In recent
years, we’ve seen massive improvements in processing power, big data collec-
tion via sensors and the Internet of Things, cloud services, storage, ubiquitous
connectivity and much more. These technological leaps mean that this is the
right time for AI to become part of the ‘here and now’ and I strongly believe
we will see a dramatic increase in the use of AI over the next few years.
The AI in use today is known as narrow AI because it can excel at thousands
of relatively narrow tasks (e.g. doing internet searches, playing Go or looking
for fraudulent transactions). Things will certainly get even more exciting when
‘general AI’ can outperform humans at nearly every task we do, but we simply
don’t know when this might be, or what the world will then look like. Until
then, what excites me most is how we can apply AI now to solve our day-to-
day problems at home and work.
So why is AI important and how can we use it? Firstly, if you are impatient
(like I am), doing small manual, repetitive tasks on computers simply takes
too much time. I want the computer to do a better job of anticipating my
needs and to just get on with it. If I could, I would prefer to talk to Alexa or
vii
viii Foreword
Google Assistant and just tell the computer what to do. For example, I would
love to be able to ask Alexa to buy the most convenient train ticket and take
the money out of my account. Compare this to buying a train ticket on any
website, where after something like 50 key strokes you might have bought a
ticket. I don’t think future generations, who are becoming increasingly impa-
tient, will put up with doing these simple and time-consuming tasks. I see my
children and future generations having more ‘thinking time’ and focusing on
things that are outside the normal tasks. AI may in fact free up so much of my
children’s time that they can finally clean up their bedrooms.
In the workplace, how many of the emails, phone calls and letters in a call
centre could be handled by AI? At Virgin Trains, we used AI to reduce the time
spent dealing with customer emails by 85% and this enabled our people to focus
on the personable customer service we’re famous for. Further improvements will
no doubt be possible in the future as we get better at developing conversational
interfaces, deep learning and process automation. One can imagine similar
developments revolutionising every part of the business, from how we hire peo-
ple to how we measure the effectiveness of marketing campaigns.
So, what about the challenges of AI? One that springs to mind at Virgin is
how to get the ‘tone of voice’ right. Our people are bold, funny and empa-
thetic, and our customers expect this from us in every channel. Conversational
interfaces driven by AI should be no different.
Today it may be a nuisance if your laptop crashes, but it becomes all the
more important that an AI system does what you want it to do if it controls
your car, your airplane or your pacemaker. With software systems that can
learn and adapt, we need to understand where the responsibility lies when
they go wrong. This is both a technical and an ethical challenge. Beyond this,
there are questions about data privacy, autonomous weapons, the ‘echo cham-
ber’ problem of personalised news, the impact on society as increasing num-
bers of jobs can be automated and so on.
Despite these challenges, I am incredibly excited about the future of tech-
nology, and AI is right at the heart of the ‘revolution’. I think over the next
five to ten years AI will make us more productive at work, make us more
healthy and happy at home, and generally change the world for the better.
To exploit these opportunities to the full, businesses need people who
understand these emerging technologies and can navigate around the chal-
lenges. This book is essential reading if you want to understand this transfor-
mational technology and how it will impact your business.
John Sullivan, CIO and Innovation at Virgin Trains
Acknowledgements
I would like to thank the following people for providing valuable input, con-
tent and inspiration for this book:
Andrew Anderson, Celaton
Richard Benjamins, Axa
Matt Buskell, Rainbird
Ed Challis, Re:infer
Karl Chapman, Riverview Law
Tara Chittenden, The Law Society
Sarah Clayton, Kisaco Research
Dana Cuffe, Aldermore
Rob Divall, Aldermore
Gerard Frith, Matter
Chris Gayner, Genfour
Katie Gibbs, Aigen
Daniel Hulme, Satalia
Prof. Mary Lacity, University of Missouri-St Louis
Prof. Ilan Oshri, Loughborough University
Stephen Partridge, Palgrave
Mike Peters, Samara
Chris Popple, Lloyds Bank
John Sullivan, Virgin Trains
Cathy Tornbaum, Gartner
ix
x Acknowledgements
Vasilis Tsolis, Congnitiv+
Will Venters, LSE
Kim Vigilia, Conde Naste
Prof. Leslie Willcocks, LSE
Everyone at Symphony Ventures
Contents
1 Don’t Believe the Hype 1
2 Why Now? 11
3 AI Capabilities Framework 29
4 Associated Technologies 55
5 AI in Action 73
6 Starting an AI Journey 91
7 AI Prototyping 117
8 What Could Possibly Go Wrong? 129
9 Industrialising AI 147
10 Where Next for AI? 165
Index 177
xi