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From services to cogs and journey to cognitive bpm print version

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Slides of Keynote Talk at Fifth Australasian Symposium on Service Research and Innovation, February 2016.

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From services to cogs and journey to cognitive bpm print version

  1. 1. © 2015 IBM Corporation Hamid R. Motahari-Nezhad IBM Almaden Research Center San Jose, CA The Future of Services and BPM: The Journey to Cogs and Cognitive BPM Keynote at ASSRI Symposium – Sydney 19 February 2016
  2. 2. © 2013 IBM Corporation COGNITIVE The Future of Computing is ….. 2
  3. 3. © 2013 IBM Corporation Cognitive is emerging as a new computing paradigm Tabulating Systems Era Programmable Systems Era Cognitive Systems Era
  4. 4. © 2013 IBM Corporation Cognitive Era 4 Discovery & Recommendation Probabilistic Big Data Natural Language as the Interface Intelligent Options
  5. 5. © 2013 IBM Corporation Understands natural language and human communication Adapts and learns from user selections and responses Generates and evaluates evidence-based hypothesis Cognitive System 1 2 3 Cognitive Systems do actively discover, learn and act A Cognitive System offers computational capabilities typically based on Natural Language Processing (NLP), Machine Learning (ML), and reasoning chains, on large amount of data, which provides cognition powers that augment and scale human expertise Watson
  6. 6. © 2013 IBM Corporation Towards Computing-At-Scale as the Shared Characteristic of Recent Advances 6 Scalable Computing over MassiveCommodity Hardware Building Stronger Super Computers Cloud Computing Crowd Computing Advanced individual algorithms Mass computing applied to AI Complex array of algorithms applied to make sense of data, and offer cognitive assistance Big Data Individual MLAlgorithm Cognitive Computing
  7. 7. © 2013 IBM Corporation The Future of Work is Cognitive 7 The Evolution of Collaboration Technology In the Enterprise The Rise of Intelligent Personal Assistant
  8. 8. © 2013 IBM Corporation Intelligent Assistance and Related Technology – App Landscape 8 IPSoft’s Amelia
  9. 9. © 2013 IBM Corporation We have seen just the tip of the iceberg… 9 Gartner Technology Hype Cycle - 2015
  10. 10. © 2013 IBM Corporation Mega Trends in the Enterprise § Messaging Apps are becoming de facto communication mechanisms with the enterprise – Slack, Confide, TigerText, Eko, Red e App – Could be the new interface with interacting with Apps, in short term 10 Credit: James Martin/CNET § The End of Apps (Web Browsing), as we Know It – Interaction via natural language - In/out (Chat Bots, towards Cognitive Assistants) – Notifications on Mobile, which is an asynchronous outputs Bot Platform § Dark Data: "the information assets organizations collect, process and store during regular business activities, but generally fail to use for other purposes.“, Gartner – Unstructured data – “dark data” – accounts for 80% of all data generated today, and – By 2020, the amount of dark data is expected to grow to over 93%.
  11. 11. © 2013 IBM Corporation FROM SERVICES TO COGS, AND TO COGNITIVE BPM What these transformations mean for Service Computing and BPM? 11
  12. 12. © 2013 IBM Corporation Service Computing: From API to CCL § The End of using API for Programming Business Logic – APIs will be used to initiate Cogs (Intelligent Bots) – The Business Transaction to be performed in Conversations with Cogs § Cogs representing Providers/Consumers,spanning over a spectrum: – From Cogs taking over the interface of existing Apps – To Cogs codifying and understanding the business logic and engaging in conversations to transact § Cog Conversation Language (CCL) – CCL should provide support for defining a rich natural language conversations for a Cog to deliver business functionalities to the users (other Cogs, and Humans) • The Language to Program Cogs • An initial example is Watson Dialog Services Template Language 12 Source: blog.cloudsecurityalliance.org
  13. 13. © 2013 IBM Corporation The notion of Service/People Composition to be Re-Defined § In current Hybrid composition/mashup (People, Services) methods: – Services are represented with API calls – People are integrated with Human Tasks (GUI is the interaction paradigm) – Composition methods are finding deterministic models of interactions, defined apriori § We are moving towards dynamic composition of cogs and human in which – Cogs are participating in NL conversations – Human are approached through messaging and natural language – Composition are performed dynamically during the conversation,require non-deterministic models, defined in online and on-demand model 13 Weather Cog Health Agent Personality Insight Cog. Provider Cogs Travel Cog 1 Travel Cog 2 Planning a Vacation Trip Considering preferences, experience, conditions, cost, Availability, etc. Mediated and facilitated by Cogs Human-Cog interaction Cog-Cog interaction Natural Language Natural Language, CCL, (ACL, KQML, etc.)? ACL: Agent Communication Language, KQML, etc.
  14. 14. © 2013 IBM Corporation The App Composition (Mashup) is already moving away from explicit API calls § Implicit Data Sharing with the notion of Central Shared Context on Mobile Platforms – Events – Notifications – Metadata descriptions § Google Now on Tap (implicit integration) – Central Shared Context § Apple Proactive 14
  15. 15. © 2013 IBM Corporation Historical and Future Perspectives on BPM 15 Databases BackendSystems Layer Self-Generating Integration SAP using java API Web Service API Excel using com API MSMQ using com or java API Databases using jdbc API Business Rules Layer Production Business Level Objects Business Level Objects Inv oices Business Lev el Obj ects AFE’s Business Level Objects Anything Business Level Objects Process Layer Any Process General Workflow System and UserInteractionsCalculation Interface Layer Web Service Presentation Presentation XML API BackendSystems Layer Self-Generating Integration SAP using java API SAP using java API Web Service API Web Service API Excel using com API Excel using com API MSMQ using com or java API MSMQ using com or java API Databases using jdbc API Databases using jdbc API Business Rules Layer Production Business Level Objects Business Level Objects Inv oices Business Lev el Obj ects AFE’s Business Level Objects Anything Business Level Objects Process Layer Any Process General Workflow System and UserInteractionsCalculation Interface Layer Web Service PresentationPresentation PresentationPresentation XML API XML API BPMS TQM General Workflow BPR BPM time ERP WFM EAI ‘85 ‘90 ‘95 ‘05‘00‘98 IT Innovations Management Concepts DatabasesDatabases BackendSystems Layer Self-Generating Integration SAP using java API Web Service API Excel using com API MSMQ using com or java API Databases using jdbc API Business Rules Layer Production Business Level Objects Business Level Objects Inv oices Business Lev el Obj ects AFE’s Business Level Objects Anything Business Level Objects Process Layer Any Process General Workflow System and UserInteractionsCalculation Interface Layer Web Service Presentation Presentation XML API BackendSystems Layer Self-Generating Integration SAP using java API SAP using java API Web Service API Web Service API Excel using com API Excel using com API MSMQ using com or java API MSMQ using com or java API Databases using jdbc API Databases using jdbc API Business Rules Layer Production Business Level Objects Business Level Objects Inv oices Business Lev el Obj ects AFE’s Business Level Objects Anything Business Level Objects Process Layer Any Process General Workflow System and UserInteractionsCalculation Interface Layer Web Service PresentationPresentation PresentationPresentation XML API XML API BPMS BackendSystems Layer Self-Generating Integration SAP using java API Web Service API Excel using com API MSMQ using com or java API Databases using jdbc API Business Rules Layer Production Business Level Objects Business Level Objects Inv oices Business Lev el Obj ects AFE’s Business Level Objects Anything Business Level Objects Process Layer Any Process General Workflow System and UserInteractionsCalculation Interface Layer Web Service Presentation Presentation XML API BackendSystems Layer Self-Generating Integration SAP using java API SAP using java API Web Service API Web Service API Excel using com API Excel using com API MSMQ using com or java API MSMQ using com or java API Databases using jdbc API Databases using jdbc API Business Rules Layer Production Business Level Objects Business Level Objects Inv oices Business Lev el Obj ects AFE’s Business Level Objects Anything Business Level Objects Process Layer Any Process General Workflow System and UserInteractionsCalculation Interface Layer Web Service PresentationPresentation PresentationPresentation XML API XML API BPMS TQMTQM General Workflow BPRGeneral Workflow BPR BPMBPMBPM time ERPERP WFMWFM EAIEAI ‘85 ‘90 ‘95 ‘05‘00‘98 IT Innovations Management Concepts Ref: Ravesteyn, 2007 ‘16 Social BPM iBPMS: Business Process Analytics ‘2021 The Future of BPM is also Cognitive Dark Data Cognitive BPM Cognitive Analytics Cognitive Processes Interact LearnEnact Cognitive Capabilities
  16. 16. © 2013 IBM Corporation Dark Data: digital footprint of people, systems, apps and IoT devices § Handling and managing work (processes) involves interaction among employees, systems and devices § Interactions are happing over email, chat, messaging apps, and § There are descriptions of processes, procedures, policies, laws, rules, regulations, plans, external entities such as customers, partners and government agenies, surrounding world, news, social networks, etc. § The need for activities over interactions of people, systems, and IoT devices to be coordinate 16 Citizens Assistant Business Employees/ agents Plans Rules Policies Regulations TemplatesInstructions/ Procedures ApplicationsSchedules Communications such as email, chat, social media, etc. Organization Dark Data: Unstructured Linked Information IoT Devices and Sensors
  17. 17. © 2013 IBM Corporation Spectrum of Work: Processes and Cognitive 17 Structured Processes Unstructured Processes Knowledge-based Routine Existing Technology Dark Data: Mobile, Social, Communication (email, voice, video), Documents, Notes, Sensors BPM Engines Workflow Engines Case Management Groupware Knowledge-Intensive Processes Email, Chat, Messaging Ad-hoc, unstructured Processes Cognitive in Process Management Cognitive Interface for Process Engines Cognitive Process Discovery and Learning Cognitive Process Analytics Cognitive Process Automation and Enactment
  18. 18. © 2013 IBM Corporation Cognitive BPM Systems § A Cognitive BPM system is a cognitive system that provides cognitive support in all phases of a process lifecycle over structured and unstructured information sources, and is able to continuously discover, learn and proactively act to support achieving a desired outcome – It offers cognitive interaction and analytics support over structured processes – For unstructured processes, it offers intelligent and integrated process (model) definition, reasoning and adaptation • Process is not assumed apriori defined; but is discovered, learned and customized based on accumulated knowledge and experience –It continually learns to improve the process 18
  19. 19. © 2013 IBM Corporation Cognitive BPM Lifecycle 19 Cognitive BPMS Define Enact Monitor Analyze Next Steps, Adapt Interact Sense Learn, Discover To Traditional BPM Cognitive BPM
  20. 20. © 2013 IBM Corporation Towards Cognitive BPM: Example Scenarios 20 Example (1): Integrate IBM BPM with IBM Watson http://www.ibm.com/developerworks/bpm/library/techarticles/1501_mehra-bluemix/1501_mehra.html#N1009D Email, Chat, and Calendaring apps are the most used channels for doing work in the enterprise Addressing the work organization and management for Knowledge workers: monitoring communication channels (email, chat), and: - Capturing, prioritizing and organizing work of a worker - Identifying actionable statements (requests, commitments, questions) and track them over the course of conversations Example (2): eAssistant for Knowledge Workers
  21. 21. © 2013 IBM Corporation21 Inbox - Verse Highlighting actionable statements Recommending fulfilment actions IBM Insight 2015 – The session on “Given your collaboration tools a brain”
  22. 22. © 2013 IBM Corporation22 IBM Insight 2015 – The session on “Given your collaboration tools a brain” Send File Action Archetype Send File Action Archetype Send File Action Archetype
  23. 23. © 2013 IBM Corporation23 IBM Insight 2015 – The session on “Given your collaboration tools a brain” Invite/Calendar Action Archetype Automated Invite Parameters Extraction Calendar Entry Creation
  24. 24. © 2013 IBM Corporation eAssistant App and APIs 24 Watson (& BigInsight NLP) Apps and Services on BlueMix CollaborationTools Enterprise Repositories, Applications and Data Sources Feeds Repositories Document collections … eAssistant Apps Personal Knowledge Graph Builder Conversation Analytics, Auto-Response, Prioritization Calendar and Scheduling Assistant Context-aware Information Finder To-do, Task and Process Assistant Cognitive Work Assistant APIs Semantic Role Labeling POS tagging Dependency Analysis Co-reference resolution Named Entity Recognition Knowledge Graph Builder Hamid R. Motahari Nezhad, Adaptive Learning of Actionable Statements, In Press.
  25. 25. © 2013 IBM Corporation Cognitive BPM: Research Directions § Abstractions and models for Cognitive Processes § Cognitive process learning: knowledge acquisition methods from unstructured information (text, image, etc.) and building actionable knowledge graphs § Cognitive Work Assistants –Cognitive augmentation of workers in work environments, and in process management § Cognitive Process Management System –Analytics on unstructured information to support process understanding –Analytics to support process adaptation, customization and configuration –Proactive process adaptation § Learning and teaching tasks and processes to cognitive agents –Interactive learning where cognitive agents ask process questions –Gradual learning through experience, and process improvement 25
  26. 26. © 2013 IBM Corporation Summary § The Future of Computing is …. § The Future of Work is …. § The Future of Services is …. § The Future of BPM is …. § A huge, unprecedented opportunity for the research community to advance our understanding,methods and technology underpinning these transformations and disruptions! 26 Cognitive Cognitive Computing Cognitive Assistance Cognitive Services Cognitive BPM
  27. 27. © 2013 IBM Corporation QUESTIONS? Thank You! 27 Hamid Motahari motahari@us.ibm.com

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