This document discusses the rise of artificial intelligence and intelligent bots/assistants in the workplace. It begins with an overview of how AI technologies are starting to transform the IT and end-user experience through intelligent agents, virtual assistants, bots, conversational interfaces, and automation. It then provides more details on concepts like chatbots, virtual assistants, virtual support agents, and different types of AI including narrow AI, general AI, and super AI. The document discusses the history of AI and highlights some of the key innovators and innovations. It also outlines how AI is already present in technologies people use every day like smartphones. Finally, it discusses how AI will impact businesses in two waves - with bots and automation first, followed by decision support

1. SITB160 - Rise of the Machines : Here Come the Bots!
In tomorrow’s workplace we are all super-productive and self sufficient, and we
increasingly find ourselves interacting—in human conversation—with helpful
machines, but not humans. Sound good or sound crazy? In this future-facing
session, Ian Aitchison explores the new and exciting innovations starting to
transform the IT and end-user working experience. Learn about Intelligent Agents,
Virtual Assistants, Bots, Conversational UIs, Artificial Intelligence, and Algorithmic
Service Automation—and maybe start to build your IT innovation roadmap to
Embrace the Bots.

2. Rise of the Machines
Here Come the Bots!
Ian Aitchison, Sr Product Director

3. The Rise of The
Machines -
Here Come The Bots!
Antigua-B
12Midday Today

4. What even is artificial intelligence?
AI is “whatever hasn’t been done yet”
Tesler’s Theorem
John McCarthy, who coined the term “Artificial Intelligence” in 1956,
complained that “as soon as it works, no one calls it AI anymore.”
Technologies that learn on their own and can
produce unanticipated results
There are three key requirements for AI:
1.Adapting behavior based on experience.
2.Not being totally dependent on instructions from
people (they learn on their own).
3.Being able to come up with unanticipated results.

5. ▪HISTORY LESSON

6. Hephaestus (Vulcan)
blacksmith of Olympus, maker of Automatons
for the Gods. http://greektitans.blogspot.com/2011/11/automatons.html

7. Mary Shelley Frankenstein
Karel Capek Rossum’s Universal Robots
Pic : http://www.csmonitor.com/Science/2011/0928/Frankenstein-moon-Astronomers-vindicate-Mary-Shelley-s-account Pic:http://foustskingdom.pbworks.com/w/page/32658820/Rossum%27s%20Universal%20Robots

8. Charles Babbage
Designs for
Difference Engine
1822 - basic math
Analytical Engine -
general purpose
computations
‘Difference Engine 2’
Designs not finished
Pic: http://www.xrez.com/wp-content/uploads/2012/09/babbage12.jpg

9. Ada Lovelace
first computer programmer
created algorithms for Analytical Engine
Published in 1843

10. (UK Govmtn
apologised
posthumously 57
years later)
Alan Turing
Shortened WW2 by 2 years,
solved Engima codes with
“bombes” (not bombs)
Genius
As a big thanks, Turing was later
Prosecuted, Chemically
Castrated and eventually
Committed Suicide
source : wikipedia

11. The Turing Test
test for artificial
consciousness
Is conscious if
panel of judges cannot
determine that it is not

12. Let’s Do A Turing Test

13. Colossus - Bletchley Park
Not Turing
pic : wikipedia

14. “every feature of
intelligence can in
principle be so
precisely described that
a machine can be made
to simulate it”
Dartmouth
Conference,
New Hampshire
1956
The birth of AI
as an academic
subject…

15. “machines will be capable, within twenty years,
of doing any work a man can do”
Herbert Simon, 1965
(but, not women, apparently? )

16. “within a generation… the problem of creating
artificial intelligence will substantially be
solved”
Marvin Minsky, 1967

17. Eliza, 1964-1966

18. The internet, 1969

19. Then it slowed down in research
But continued in fiction

20. War Games
2001 A Space Odyssey

21. 1990s, started up again….
may be another bubble of course

22. 1997, IBM wins Chess
2011, Google wins Go

23. 2011, IBM Watson, Jeopardy
“I, for one, welcome our new robot overlords”
Ken Jennings. Beaten by Watson

24. TODAY

25. You already have AI in the palm of your hand

27. Siri, Alexa, Cortana…

30. Cloud
Mobile
Social
Big Data
Remember these?

31. “AI in typical passenger planes is now so
sophisticated that the pilot only has hands on
control for three minutes each flight”
Calum Chace, Surviving AI
ref:www.theatlantic.com/archive

32. Three Types of AI
Artificial Narrow
Intelligence (ANI)
“Weak AI”
Focused on single task
Imitates result of brain
Fast, efficient, effective
Everywhere now
Artificial General
Intelligence (AGI)
“Strong AI”
Hypothetical as smart as
human
Reason, Plan, Solve, think
Abstractly, Learn
Doesn’t actually exist
Artificial Super
Intelligence (ASI)
Intellect smarter than the best
human brains in all ways
Creativity, Wisdom, Social
(see also ‘immortality’ and
‘extinction)
Your Opportunity!

35. In The Business

36. Technologies that learn on their own and can produce unanticipated results
There are three key requirements for AI:
1.Adapting behavior based on experience.
2.Not being totally dependent on instructions from people (they learn on their own).
3.Being able to come up with unanticipated results.
What is AI?
What is
Algorithmic
ITOps
AIOps platforms utilize big data, modern machine learning and other advanced
analytics technologies to directly and indirectly enhance IT operations
(monitoring, automation and service desk) functions with proactive, personal
and dynamic insight.
GARTNER SAYS…

37. Chat is greatest growth for support desks
22% plan more chat
from only 54% current
use it
People like chat
Source HDI survey 2016

38. IT is 24.7.365. Support desks are not
Source HDI survey 2016

39. Key Trend - AI
Chat User
Interface
Artificial
Intelligence
Bots
Knowledge
Voice User
Interface
Social User
Interface
AutomationEnd User
Analyst
Business
Productivity

40. A virtual assistant is a business application that simulates a conversation in
order to deliver information and, if advanced, performs transactions on
behalf of the user. The main difference between a chatbot and virtual
assistant is the ability to perform transactions.
What is a
Virtual
Assistant?
A chatbot is a type of conversational agent, a computer program designed to
simulate an intelligent conversation with one or more human users in natural
language via auditory or textual methods.
What is a
ChatBot
VSAs are virtual assistants that provide IT support and assistance in an IT
service management scenario, alongside the IT service desk. They pull
information from knowledge management sources and an ITSM tool to provide
answers to common questions. They extend chatbot capabilities by also taking
action on behalf of the business user to do things like reset passwords,
deploy software, escalate support requests and carry out changes to restore IT
services.
What is a
Virtual Support
Agent?
GARTNER SAYS…
So, a ChatBot is a useless toy like Eliza? Maybe. But a Virtual Assistant is Useful. A Virtual
Support Agent is Very Useful

42. AI Comes Into The Enterprise In Two Connected
Waves
Both are going to be big
Wave 1 is fastest and cheapest
Wave 1
Conversational UI
Conversational AI
Knowledge
Automation
End User
Transformational Service
Experience
Save Time Save Money
Let’s call it ‘Bots’ for now
Wave 2
Decision Support
‘AIOps’
IT Operational Transformation
Learned outcomes
Applied change based on
outcomes
Powered by DATA and
AUTOMATION

43. Wave Two – Keep Alert….
THIS MAN SAVED YOUR LIFE
Stanislav Petrov
Stanislav Yevgrafovich Petrov (Russian: Станисла́в
Евгра́фович Петро́в; born 1939 in Vladivostok[1]) is a
retired lieutenant colonel of the Soviet Air Defence
Forces.
On September 26, 1983, just three weeks after the
Soviet military had shot down Korean Air Lines Flight
007, Petrov was the duty officer at the command center
for the Oko nuclear early-warning system when the
system reported that a missile had been launched from
the United States, followed by up to five more. Petrov
judged the reports to be a false alarm,[2]and his
decision is credited with having prevented an erroneous
retaliatory nuclear attack on the United States and its
NATO allies that could have resulted in large-scale
nuclear war. Investigation later confirmed that the Soviet
satellite warning system had indeed malfunctioned.[3]

45. What can AI&Bot help with?
Ivanti’s capabilities make it possible to INTEGRATE and ACTION from these

46. Design Mockup

47. Design Mockup

48. Levels -1 and -2

49. Chatbots Now
▪ Significant benefits both in efficiency and ease of interaction.
▪ Chatbots can combine steps in a process to make a somewhat complex
sequence of events a simple request. This request can be made in English
or, if supported, the user's native language.
▪ The chatbot can be part of a workflow or collaborative work environment.
▪ Most current chatbots require text entry to respond to the request, but as
speech-to-text engines become more broadly deployed as part of the chatbot
platform, the transition to voice- based requests will become pervasive.
▪ As natural-language processing continues to improve, chatbots will migrate to
being virtual personal assistants with the ability to act on behalf of the
user in predictable situations.

50. VOICE UI builds on BOTS
All of the above AI/Bots
behaviour can be driven by
VOICE
- Siri, Alexa etc
Search, Find, Report etc
“What’s the current status of our
Cloud Services?”
“Who is next on my workload
queue?”
“Deploy Adobe to Max”

51. Key Concept in Much Of This
Conversational UI
and
Conversational AI
This is a huge change in
everything IT

52. Irrespective of AI, Conversational UI will change work.
BUT naturally, plugging AI into Conversational UI gives us
“Conversational AI”
Gartner say :

53. Why is this so important for ITSM?
Why does ITSM have the ability to take the
greatest advantage from AI?
…
What has ITSM got already that nothing else has
really got?
…

54. KNOWLEDGE

55. Conversational UI
Conversational AI
Knowledgebase
Integration/Automation
Workflow (Process)
Communicate
Know
Do
Learn
Improve

56. We made Kbot for fun
You can do this too…

57. Kbot = Improving and Learning
1. Email a
Question
2. Receive an
Answer
Knowledge Searched
Human Team Write New Answer
Learning – New
Knowledge Automatically
Created.
3. No good?
Reply to Kbot
4. Receive an
Answer
Email Knowledge Bot

61. Now : Make Your Own Bot - Fun Case
▪ Decide a good achievable use-case
▪ Use Ivanti Service Manager or Service Desk with knowledge and automation
▪ Use Conversational UI (chat, email, social, twitter – email easiest).
▪ Use Conversation sentences not template auto responses
▪ Give it a Name and a Personality
Next : Plan to fully implement
▪ Read, Learn, identify your own use cases
▪ Watch Ivanti

62. ▪Summary

63. IT must meet expectation and demand for ‘consumer-standard’
experiences
The new consumer experience IS ALREADY AI
Two types of Enterprise AI (Bots and Ops)
Bots (Bot, VA, VSA) benefit IT, The Business, The EndUser
Save Time and Money
Improve Productivity and Satisfaction
Transform Self-Service
Position IT as an Innovator
TAKE ACTION
BUILD KNOWLEDGE
Implement CONVERSATIONAL UI - chat, social, email, Alexa
LOOK AT “KBOT” and other BOT AI technologies
TALK TO IVANTI

64. Thank You

65. THIS MAN SAVED YOUR LIFE
Vasili Arkhipov
The decision not to start world war three was
not taken in the Kremlin or the White House,
but in the sweltering control room of a
submarine. The launch of the B-59's nuclear
torpedo required the consent of all three
senior officers aboard. Arkhipov was
alone in refusing permission. It is
certain that Arkhipov's reputation was a key
factor in the control room debate. The
previous year the young officer had exposed
himself to severe radiation in order to save a
submarine with an overheating reactor. That
radiation dose eventually contributed to his
death in 1998. So when we raise our glasses
on 27 October we can only toast his memory.
Thank you, Vasya.