Post on 13-Aug-2020
Artificial Intelligence in distribution (an oxymoron?)
Sergi Mesquida eTravel Lab
Feb 2018
In situations where an accident is unavoidable, we expect a decision from the autonomous car.
How artificial intelligence changes our lives is something that depends on all of us..
Rupert Stadler, CEO Audi
"We can leverage data and AI to provide people with peace of mind ..It's almost like a self-driving bank experience."
People don't like banking, it's boring, it takes time, causes them stress, and people have bad financial habits…
Carlos Torres Vila, CEO Banco Bilbao Vizcaya Argentaria
“First the machines will do A LOT of jobs for us and not be super intelligent…
A few decades after that, though, the intelligence is strong enough to be a concern.
“The development of full AI could spell the end of the Human Race”
Bill Gates
Stephen Hawking
Humans should be worried about the threat posed by AI”
“The horse is here to stay but the automobile is only a novelty — a fad.” President of the Michigan Savings Bank advising Henry Ford’s lawyer, Horace Rackham, not to invest in the Ford Motor Company.
1903
“A rocket will never be able to leave the Earth’s atmosphere” New York Times.
“The world potential market for copying machines is 5,000 at most.” IBM told the eventual founders of Xerox
1936 1959
“No one will need more than 637KB of memory for a personal computer. 640KB ought to be enough for anybody” Bill Gates, co-founder and chairman of Microsoft.
1981
“We will never make a 32-bit operating system” Bill Gates, co-founder and chairman of Microsoft.
1989
“There's just not that many videos I want to watch.” Steve Chen, CTO and co-founder of YouTube expressing concerns about his company’s long term viability.
2005
“There’s no chance that the iPhone is going to get any significant market share” Steve Ballmer, Microsoft CEO.
2007
IoT
29%
20%
Major
Transformational
Blockchain
Major
Transformational
18%
7%
Major
Transformational
17%
9%
3D Printing
AI
Major
Transformational
24%
13%
Big Four General-Purpose Technologies that CEOs Are Starting to Appreciate.
Note: Percentages may not add up to 100% because of rounding. n = 388, CEOs and Sr. Business Executives
What level of business change do you believe the following technologies will bring to your industry over the next 5 years?
INDEX
① What is AI?
② Why Now?
③ Where are we today?
④ How to start?
What is AI? 1
Just Automation Is Not AI, No Matter If It "Feels" Human
The Smart Machine Age AI learn and adapt to classify and predict — faster, more variously and in greater volume than humans can without AI.
Why now? 2
Robust AI • Speech2Text (& back)
• NLP
• Image processing
• Knowledge recovery
• Human-like capabilities
Deep Learning • Neural Networks
• Convolutional
• Recurrent
• Generative Adversarial
• Reinforcement Learning
But, isn´t it here yet????
BEFORE WE TRAVEL
recommendations
But, isn´t it here yet????
WHILE WE TRAVEL
recommendations
But, isn´t it here yet????
AFTER WE TRAVEL
recommendations
Where are we today? 3
Types of AI Projects today 1· Robotics & cognitive Automation 2· Cognitive Insight 3· Cognitive engagement
What business goals are organizations pursuing with AI?
Improved
speed and efficiency
Better data learning
processing and analytics
Enhance customer
experience and engagement
• "Process improvement and efficiency ensuring staff are better utilized on value-add processes."
• "Reduce operating costs and increase operating efficiencies."
• "Use AI for predictive analytics and handling huge amount of event logs and tickets we have to process on a daily basis."
• "Leveraging the treasure trove of unstructured data for analysis and future efficiencies."
• "Customer care and service desk optimization."
• "New customer services or significantly enhance process effectiveness/value/cost savings."
Source: HBR (AI in Real World Jan 2018 Study)
PROCESS AUTOMATION COGNITIVE INSIGHT COGNITIVE ENGAGEMENT
PROCESS AUTOMATION COGNITIVE INSIGHT COGNITIVE ENGAGEMENT
OPERATIONAL EFFICIENCY CUSTOMER EXPERIENCE
• Automated Reconciliation of Invoices.
• Automated loading of Contracts.
• Work with hotels for Automated replacement of loyalty cards (in design).
• Automated “reading” legal and contractual documents to extract provisions using natural language processing.
• Detect Fraudulent transactions.
• Personalized targeting of ads.
• Identify Potential configuration errors in hotel Inventory.
• Analyze and predict Tickets in IT Service Desk & Optimize software factory to solve them.
• Recommendations of activities to travel agents.
• Suggest the best contract (in design).
• Predict demand and improve contracting (in design).
• Predict error rates in Third Party suppliers and reduce them beforehand.
WTF?
AI in Travel CUSTOMER EXPERIENCE
AI in Travel CUSTOMER EXPERIENCE
AI in Travel OPERATIONAL EFFICIENCY
How to start? 4
Most companies are “Just Browsing”
What is the current stage of artificial intelligence (AI)
solutions adoption within your organization?
59% 25% 6% 6% 4%
INV
ES
TIG
AT
ING
USING
Knowledge gathering/ investigating/ developing strategy
Piloting Implementing
Deployed/ In use today
A further 4% have plans to deploy by 2018
Source: Gartner 2017
Base: n = 83 Gartner Research Circle Members
S02: What is the current stage of artificial intelligence (AI) solutions adoption within your organization?
4 SIMPLE STEPS
Understanding THE TECHNOLOGIES
o Understand what is good for what o How long does it take o IT or Innovation group
Creating A PORTFOLIO OF PROJECTS
o Identify Opportunities o Determine Use cases o Select the Technology
Launch PILOTS
o Bus Process redesign
Scaling UP
o Get users buy in o Adapt your process
Bring the human in!!
It’s not AI vs Humans
RE-CAP
AI is about machines Learning & Adapting through use of Big Data
AI is exploding thanks to Deep Learning You can use it for Operational Efficiencies & Enhance UX You should start by
1. Understanding it 2. Creating Use Cases 3. Launching some pilots (& redesign your processes) 4. Scaling up those pilots
1
2
3
4
Thank you!
smesquida@hotelbeds.com @smesquidad