Chief Analytics Officer Fall USA 2017 - Jerry Smith

COGNIZANT DIGITAL WORKS | CONFIDENTIAL AND PROPRIETARY © 2016 1


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COGNIZANT DIGITAL WORKS | CONFIDENTIAL AND PROPRIETARY © 2016 4 COGNIZANT & GOOGLE CONFIDENTIAL © 2017

Relevant Background

Access To:

12,000+ Data Analysts

250,000+ Specialists

Delivery Through:

300+ Data Scientists

Results:

$1B Long Term Value through

Data Sciences

My Role:

Global Data Sciences and AI

For Cognizant

Pedigree:

Ph.D.

Computer Science

Specializing Artificial Intelligence

Relevant History:

CDS, CTO, CIO

Last Three Years Delivering Value

through Enterprise Data Sciences

Meaningful Business Problems

Start and End

with the

HUMAN CONDITION

COGNIZANT DIGITAL WORKS | CONFIDENTIAL AND PROPRIETARY © 2016 5 5

Meaningful Business Problems

Start and End

with the

HUMAN CONDITION

Data

Science

Human

Sciences

Neurosci

ences

Neuro

Sciences

Data

Science

Human

Sciences

Human

Sciences

Data

Science

past present tomorrow

© 2017 Cognizant 6

An evolutionary view of intelligence

Data

Science:

Originally

designed to

provide

insights from

the historical

debris of

human activity

Human

sciences:

Observing

human

activities is

designed to

unearth the

human debris

of our activities

Behavioral

Sciences:

Thick Data

allows us to

develop a

deep

understanding

of behavioral

insights

Neuro

Sciences:

Neurosciences

provided the

first inside look

at how we

thought about

our activities

Curated

Intelligence: All

three unifies the

systematic

identification of why

human behavior

leads to emotionally

driven outcomes

past present tomorrow

Data

Science

Human

Sciences

Neurosci

ences

Neuro

Sciences

Data

Science

Human

Sciences

Human

Sciences

Data

Science

Human Sciences

Insights from

observation

(behavior)

Data Sciences

Insights from data

(action)

Neuro Sciences

Insights from the brain

(thought)

© 2017 Cognizant

Observational Insights

Behavioral Insights (Thick Data)

Curated Intelligence: Intelligence

Experiences, Business,

and Systems

Unifying View of Intelligence

Emotional Insights

7

Neuro Sciences

Insights from the brain

(thought)

Human Sciences

Insights from

observation

(behavior)

Data Sciences

Insights from data

(action)


Cognitive Computing

We Are In Need Of

Cognitive computing is the simulation or emulation of

human thought processes in a computerized model.

Cognitive computing involves self-learning systems that

use data mining, pattern recognition and natural language

processing to mimic the way the human brain works.

The goal of cognitive computing is to create automated

non-organic systems that are capable of solving

problems without requiring human assistance.

DEFINITION

COMPOSITION

GOALS

https://www.rtinsights.com/wp-content/uploads/2017/05/Codex_2741_Unlearning_RT_Insights_article_2.pdf

https://www.rtinsights.com/cognitive-computing-resources/

Cognitive Computing Systems: How They

Learn, How We Make Them Unlearn

Not Your Father’s Call Center: How

Cognitive Computing Improves Customer

Satisfaction and Agent Retention


https://www.rtinsights.com/cognitive-computing-resources/

Cognitive Computing Systems: How They

Learn, How We Make Them Unlearn

Not Your Father’s Call Center: How

Cognitive Computing Improves Customer

Satisfaction and Agent Retention

Cognitive Computing

Resource Center


Organization

(synapses)

Simple Complex

Simple

Dynamic

Cognitive Complexity vs Organisms

1011 107 1010 109 108 106 105 104 103 1012

109

1010

1013

101

108

107

106

105

104

103

102

1014

1011

1012

1015

102 101

Behavio

r

(neurons)

Living Zone

Fluidic Zone

Solidic Zone


Organization

(synapses)

Simple Complex

Simple

Dynamic


1011 107 1010 109 108 106 105 104 103 1012

109

1010

1013

101

108

107

106

105

104

103

102

1014

1011

1012

1015

102 101

Behavio

r

(neurons)

Fluidic Zone

Solidic Zone

2015 2020 2045

2010 Living Zone


Organization

(synapses)

Simple Complex

Simple

Dynamic


1011 107 1010 109 108 106 105 104 103 1012

109

1010

1013

101

108

107

106

105

104

103

102

1014

1011

1012

1015

102 101

Behavio

r

(neurons)

Living Zone

Fluidic Zone

Solidic Zone

2015 2020 2045

2010


Organization

(synapses)

Simple Complex

Simple

Dynamic


1011 107 1010 109 108 106 105 104 103 1012

109

1010

1013

101

108

107

106

105

104

103

102

1014

1011

1012

1015

102 101

Behavio

r

(neurons)

Living Zone

Fluidic Zone

Solidic Zone

2015

2020

2045 2010

Enterprise

Data

IT

Data

Open Source /

Internet

Data

Drone Logs

Web Logs

KYC

Social Data

Help Desk

Asset Data

Internet


Enterprise

Data

IT

Data

Open Source /

Internet

Data

Be

ha

vio

r

Simple Complex

Simple

Dynamic

Organization

Cognitive Complexity vs Data Sources

Drone Logs

Web Logs

KYC

Social Data

Help Desk

Asset Data

Internet

Athenic Genetic

Frequentist

Inference

Network

Real World

Human Solvable-Only

Problems

Evolutionary

Neural

Networks

Swarm

Intelligence

S.i. Genetic

Intelligence

G.i.

Cognitive

Computing

Cognitive

Computing


Athenic

Genetic

Frequentist

Inference

Network

Be

ha

vio

r

Simple Complex

Simple

Dynamic

Organization

Real World

Human Solvable-Only

Problems

Evolutionary

Neural

Networks

Cognitive Complexity vs Computation Capability

Swarm

Intelligence

S.i.

Genetic

Intelligence

G.i.

Cognitive

Computing

Perceiving

Learning

Abstraction

Reasoning

FIRST WAVE (KS)

Perceiving

Learning

Abstraction

Reasoning

SECOND WAVE (AI)

Perceiving

Learning

Abstraction

Reasoning

THIRD WAVE (ATHENIC)


Be

ha

vio

r

Simple Complex

Simple

Dynamic

Organization

Cognitive Complexity In Total vs Generation

Perceiving

Learning

Abstraction

Reasoning

FIRST WAVE (KS)

Perceiving

Learning

Abstraction

Reasoning

SECOND WAVE (AI)

Perceiving

Learning

Abstraction

Reasoning

THIRD WAVE (ATHENIC)


Cognitive Computing Characteristics

FIRST WAVE (KS)

• Handcrafted Knowledge

• Statistical Learning

• Contextual Adaptation

Perceiving

Learning

Abstraction

Reasoning

SECOND WAVE (AI) THIRD WAVE (ATHENIC)


• Enable reasoning over

narrowly defined problems

• No learning capability and

poor handling of uncertainty

• Cyber Security (Mechaphish)

• ELIZA - Psychotherapy

• Nuanced classification and

prediction capabilities

• No contextual capability and

minimal reasoning ability

• Statistically impressive, but

individually unreliable

• Observer real-time cyber

attacks at scale

• Disease identification


• Statistical Learning

• Systems construct explanatory

models for classes of real

world phenomena

• Learns overtime how the world

is constructed

• Vast amounts of training data

• Diagnose diseases and

example why

• Find bad guys and explain

why


Athenic

Genetic

Frequentist

Inference

Network

Behavio

r

Simple Complex

Simple

Dynamic

Organization

Evolutionary

Neural

Networks

Appraisal Generation Use Cases in the Cognitive Space – A Complex Interaction

How do we generate more

alpha irrespective of beta

Improving the prediction of

future market risks

Optimize the portfolio assets

as a function of future risk

prediction

Improve diagnostic assessment of

asset performance in complex

market environments

High Impact – High Challenge High Impact – Moderate Challenge

Moderate Impact – Moderate Challenge Low Impact – Low Challenge


Application Not Your Father’s Call Center: How Cognitive Computing

Improves Customer Satisfaction and Agent Retention

https://www.rtinsights.com/wp-content/uploads/2017/05/Codex_2746_Contact_Center_RT_Insights_article_3.pdf

O.M.G! O.M.G!


O.M.G! O.M.G!

These two situations have the same phrases and would be seen

the same in traditional AI based on voice to text to NLP outcomes

Is this my car?

This is ridiculous!

This can’t be

happening.

Oh, it’s happening

sweetheart!

Shut up!

What a day.” - State Farm, “Jacked

Up,” 2017

Current AI Has It’s Limitations


NO Problem Solving

- Confrontational

- Closed-minded

UNHAPPY CUSTOMER

Problem Solving

- Listening

- Engaged

ACCEPTING CUSTOMER

Customer: Jerry Smith

Address: 1111 First Avenue

Account Balance: $543.43

Say: that sounds

like a problem

Say: I’m happy

that WE have

solved this

problem. We look

forward to serving

you in the future.

Say: How an you

and I work to

create a positive

outcome?

Not Your Father’s Call Center

Basic Negative

Emotions

Anger

Fear

Sadness

Disgust

Basic Positive

Emotions

Trust

Joy

Surprise

Anticipation

Problem Solved

- Trusting

- Anticipatory

HAPPY CUSTOMER

LANGUAGE

RESPONSE

INTERACTION

STATUS

PROBLEM SOLVING

STATUS EMOTIONAL

STATUS

R

Y

G

End of call

R

Beg

inn

ing

of

call

Y

G

> 90-100

Chance of attrition

< 5%

10 - 20%

40-50%

75% 25-35% 80-85%

50 - 65%

25 %


Natural Language Processing

Happy

Girl Mad

Man

“Is this my car?

This is ridiculous!

This can’t be

happening.

Oh, it’s

happening

sweetheart!

Shut up!

What a day.” - State Farm,

“Jacked Up,” 2017

Visual Visual &

Auditory Auditory

Contextualization

Google NLP

Google ML &

TensorFlow

Text Translation: Audio

conversion – voice to text

“Is this my car?”

<Is this> <my> <car>

Cognitive Computing Is Key Enabler

Google

Translation


Social Philanthropy Solving Worldly Problems One Person At A Time






Finding Sex Trafficked Victims: A Simplified View

Detail Info

Meta Patterns </phone> </age>

</no aa> </no call out>

</new in town>

Image Data

</region>

Sex Trafficking

Network

</url>



Heroin Addiction in the United States is a pandemic

of unprecedented proportions. The treatment of

substance use disorder victims, aka addicts, has

become a significant target for financial fraudsters.

Addiction Treatment Fraud is a doubly heinous crime

not only because we are defrauding insurance

company but also denying a productive future of

addicts involved.

http://www.palmbeachpost.com/news/notorious-treatment-center-operator-chatman-

gets-years-prison/erncUO4taKvkqkAB1dWHqL/

http://www.palmbeachpost.com/news/notorious-treatment-center-operator-chatman-gets-years-prison/erncUO4taKvkqkAB1dWHqL/

















Heroin Addiction is another global social problem

Heroin Addiction in the United States is a pandemic

of unprecedented proportions. The treatment of

substance use disorder victims, aka addicts, has

become a significant target for financial fraudsters.

Addiction Treatment Fraud is a doubly heinous crime

not only because we are defrauding insurance

company but also denying a productive future of

addicts involved.

http://www.palmbeachpost.com/news/notorious-treatment-center-operator-chatman-

gets-years-prison/erncUO4taKvkqkAB1dWHqL/


















Questions

Data & Analytics

Chief Analytics Officer Fall USA 2017 - Jerry Smith