The Future of Work – Humans vs Robots

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Transcript

1. Humans vs Robots The Future of Work Head of UX and Product Insights Randy Sieffert
2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. We make the world of work, work better for people purpose
3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Worldwide Spending on Cognitive and Artificial Intelligence Systems Forecast to Reach $77.6 Billion in 2022* *IDC Worldwide Artificial Intelligence Spending Guide The use cases with fastest investment growth over the 2017-2022 are; • pharmaceutical research and discovery • expert shopping advisors & product recommendations • digital assistants for enterprise knowledge workers • intelligent processing automation Top Use Cases Based on 2018 Market % Share Value
4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. By 2020, the average person will have more conversations with bots than with their spouse.
5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Machine Learning ML algorithms detect patterns and learn how to make predictions and recommendations by processing data, rather than by receiving explicit programming instruction. The algorithms also adapt in response to new data to improve efficacy over time. Deep Learning DL methods are based on learning data representations, as opposed to task-specific algorithm that permit software to train itself to perform tasks, by exposing multi-layered neural networks to vast amounts of data. Deep Learning Machine Learning Artificial Intelligence Artificial Intelligence Any technique that enables computers to mimic human intelligence typically associated with human cognition, using logic, if-then rules, decision trees, and machine learning.
6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ‘EU should ban AI- powered citizen scoring and mass surveillance’ ‘Adobe’s prototype AI tool automatically spots Photoshopped faces’ ‘Making deepfakes just keeps getting easier’ ‘This robot ‘duck’ could help Japanese rice farmers keep their paddy fields clear of weeks’ ‘AI can help fight climate change – eight ways how’ ‘This camera app uses AI to erase people from your photographs’
7. 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Why AI Now? A convergence of algorithmic advances, data proliferation, and tremendous increases in computing power and storage has propelled AI from hype to reality. Big Data Computing Power Storage
8. 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. 2014 Number of mobile devices exceed humans. As of October 2014, GSMA reports the number of mobile devices at around 7.22 billion, while the US Census Bureau reports the number of people globally at around 7.2 billion.
9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. 2017 Electronic-device users generate 2.5 quintillion bytes of data per day. According to this estimate, about 90 percent of the world’s data were produced in the past two years. And, every minute, YouTube users watch more than four million videos and mobile users send more than 15 million texts.
10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
11. 11 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. "AI will make jobs kind of pointless, probably the last job that will remain will be writing AI software, and then eventually the AI will just write its own software… [But] people enjoy, fundamentally, interacting with other people. So if you're working on something that involves people, or engineering, it's probably a good approach.” – Elon Musk August 2019 @ World Artificial Intelligence Conference
12. 12 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential. It's estimated that by 2025, the amount of work done by machines will jump from 29% to more than 50% Rate of Automation Division of labour as share of hours spent (%)* Human Machine * Future of Jobs Report 2018 – World Economic Forum 29 42 52 48 58 71
13. 13 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. What is the top IT Help Desk support issue? forgot password/ password reset coffee/ tea spilled on laptop hard drive issues / failure network connectivity
14. 14 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Customer Support Chat Bots Customer service or help desk chat bots and supporting technologies will be the most quickly adopted AI capabilities in the enterprise.
15. 15 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Image Recognition
16. 16 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Lack of ‘Big Data’ Security / Data Sharing Concerns Limitations of AI in the Enterprise Biases in Data
17. 17 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. By 2022, 75 million current job roles may be displaced by the shift in the division of labour between humans, machines and algorithms. While 133 million new job roles may emerge at the same time. Top 10 Declining Jobs 1 Data Entry Clerks 2 Accounting, Bookkeeping, and Payroll Clerks 3 Administrative and Executive Secretaries 4 Assembly and Factory Workers 5 Client Information and Customer Service Workers 6 Business Services and Administration Managers 7 Accountant and Auditors 8 Material-Recording and Stock- Keeping Clerks 9 General and Operations Managers 10 Postal Service Clerk ↓75M Lost Jobs ↑133M New Jobs * Future of Jobs Report 2018 – World Economic Forum
18. 18 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Growing 1 Analytical thinking and innovation 2 Active learning and learning strategies 2 Creativity, originality and initiative 3 Technology design and programming 4 Critical thinking and analysis 5 Complex problem-solving 6 Leadership and social influence 7 Emotional intelligence 8 Reasoning, problem-solving and ideation 9 System analysis and evaluation 2022 Skills Outlook * Future of Jobs Report 2018 – World Economic Forum Declining 1 Manual dexterity, endurance, and precision 2 Memory, verbal, auditory, and spatial abilities 2 Management of financial, material resources 3 Technology installation and maintenance 4 Reading, writing, math and active listening 5 Management of personnel 6 Quality control and safety awareness 7 Coordination and time management 8 Visual, auditory and speech abilities 9 Technology use, monitoring and control
19. 19 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
20. 20 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. We need UX designers to avoid this!! Deutsche Bahn
21. 21 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ‘Amazon scraps secret AI recruiting tool that showed bias against women.’ https://www.reuters.com/article/us-amazon-com-jobs-automation-insight/amazon- scraps-secret-ai-recruiting-tool-that-showed-bias-against-women-idUSKCN1MK08G
22. 22 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
23. 23 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Isaac Asimov’s Three Laws of Robotics* A robot may not injure a human being or, through inaction, allow a human being to come to harm. A robot must obey orders given it by human beings except where such orders would conflict with the First Law. A robot must protect its own existence as long as such protection does not conflict with the First or Second Law. *Runaround - Isaac Asimov 1942
24. 24 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Identify the tasks that are appropriate for automation Structured use case analysis can inform the AI (‘Case Zero’ - when big data is not available) Use graceful evolution of interactions as AI matures Use graceful degradation back to human interactions Understand the entire system that AI – human interactions occur G1: Make clear what the system can do. G2: Make clear how well the system can do what it can do. G3: Time services based on context. G4: Show contextually relevant information. G5: Match relevant social norms. G6: Mitigate social biases. G7: Support efficient invocation. G8: Support efficient dismissal. G9: Support efficient correction. G10: Scope services when in doubt. G11: Make clear why the system did what it did. G12: Remember recent interactions. G13: Learn from user behavior. G14: Update and adapt cautiously. G15: Encourage granular feedback. G16: Convey the consequences of user actions. G17: Provide global controls. G18: Notify users about changes. Guidelines for AI-Human Interaction* Guidelines for Human-AI Interaction *CHI 2019 by Amershi et al. A few more ….
25. 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. We still need you… …Or do we?
26. 26 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. “As we grow, become a $4 billion or $10 billion company…we want to grow our team. On the technology side, we think India offers enormous opportunity, and so, we do core technology work for many of our products in Hyderabad. We believe it is one of our most important strategic markets.” – John Donahoe CEO ServiceNow ServiceNow, has over 2,000 engineers in Hyderabad and is adding over 1,200 people in the next year. We’re hiring!!! Come visit our booth.