Human Centered AIOps in the Metaverse

1. © 2022 Nokia Driving AI with QXbD Quality eXperiences by Design DESIGN THINKING 2022 DIGITAL TWINS BRIEF CHICAGO, APRIL 6 NOKIA VDS VENTURE DESIGN STUDIO Chicago Innovation Center HUMAN CENTERED AI IN THE METAVERSE

2. Introduction Frameworks and principles Human centered Artificial intelligence Digital twin It ops Use case Di scussi o n o ut l i ne

5. At Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable and inclusive world.

6. Nokia Venture Design Studio I QXbD: Human Centered AI for AIOps

7. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International QXbD DESIGN PRINCIPLES W H I T E B O A R D Nokia VDS QXbD: AI Design Principles ALPHA 2022 CONSISTENTLY SAFE, SECURE, FAIR AND ETHICAL OUTCOME ORIENTED, VALUE DRIVEN & HIGHLY EFFICIENT OPERABLE, OPTIMIZABLE, SERVICEABLE & SUSTAINABLE RESPONSIVE, RESPECTFUL, RESPONSIBLE & RESILIENT OBSERVABLE, TRACEABLE & EXPLAINABLE COMPLIANT, AUDITABLE & ACCOUNTABLE L O W MATURITY LEVEL H I G H MATURITY LEVEL DEFICIENT OPTIMAL Quality experiences by design

8. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International AUTOMATICS High touch AUTONOMATION Low touch AUTONOMICS Zero touch SILOED Domains LABOR intensive +NO CODE (INTENT) +SELF-SERVICE +interdisciplinary +ANALYTICS +PROGRAMMABILITY +COMMAND & CONTROL RIGID DYNAMIC ADAPTIVE C A P A B I L I T Y L E V E L S C A P A B ILITY LEV ELS System capability modeling & maturity level canvas W H I T E B O A R D Nokia VDS QXbD: HMS Capability Modeling & Maturity Level Canvas ALPHA 2021 MACHINE HUMAN Products & services R&D INVESTMENT (SIZE)

9. Front & back Service stages collaborating ASSISTING ALERTING prescribing REPORTING PREDICTING COMMAND & CONTROL PROGRAMMING EXPERIMENTING interrogating communicating Communicating auditing Learning / unlearning SELF-ORGANIZING HMS Informatics Modeling matrix Front & back Service stages Front & back-end technologies Self-service streamlining Protecting & securing MACRO COGNITION I N I T I A T E S Front & back-end technologies H2H M2H H2M M2M CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: HMS Informatics Modeling Matrix ALPHA 2021 SELF-SERVICING W H I T E B O A R D

10. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: HMS Informatics Operating & Performance Models ALPHA 2022 W H I T E B O A R D PERFORMANCE ASSESSMENT PREDICTION POSITIVE NEGATIVE OUTCOME POSITIVE NEGATIVE PRECISSION SENSITIVITY SPECIFICITY ACCURACY POSITIVE PREDICTIVE VALUE NEGATIVE PREDICTIVE VALUE ACTIVE ERROR ERROR latent ACTIVE latent dissonance fluid precision certain uncertain Procedures conditions Machine led HUMAN GUIDED MACHINE ASSISTED Human led Operating model MATRIX PAST CURRENT INTERIM FUTURES Model stability / drifting levels True positive True negative

11. Human-Machine System Governance & Closed Loop Cognitive Decision Systems HC AI, HUMAN CENTERED ARTIFICIAL INTELLIGENCE User Modeling & Adapted Interaction (UMAI) Explainable AI (xAI) Graph Theory & Visual Analytics Generative Design Recommender Systems (RecSys) & Collaborative Filtering Human In/On The Loop Computing Natural Language Processing (NLP) Sentiment Analysis - Affective Computing Multimodal UI, Chatbots & Computer Vision Intent Based & No-Code Programming Human Centered AI © 2022 Nokia

12. <Document ID: change ID in footer or remove> <Change information classification in footer> VDS I Venture Design Studio INTENT BASED o p e r a t i o n s

14. 2007

15. INTELLIGENT SERVICE OPERATIONS CENTER HUMAN CENTERED AIOps IMMERSIVE DIGITAL TWIN ENVIRONMENT

16. 2015+ P R O T O T Y P I N G

18. EXPERIENCE & Deep Tech Living Lab PROTOTYPING SANDBOX DIGITAL TWIN PRODUCTION SYSTEMS ITERATIVE DESIGN PROTOTYPES LO/MID/HI FIDELITY MODELS WHAT-IF SIMULATIONS DOGFOODING USAGE TELEMETRY & FEATURE FLAGGING FLYING OUR OWN JETS PRE-PRODUCTION ENVIRONMENT DESIGN CO-CREATION ENVIRONMENT INSTRUMENTED DEVOPS ENVIRONMENT Systematic Design Analytics Environment Validating New Solutions & Optimizing the Performance of Existing Ones CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Deep Tech Living Lab Scope ALPHA 2021

19. Living Lab Workflow VS-JM MODEL A (AUDITING / FORENSICS) Value Stream & Journey Mapping WORKFLOWS, INTERACTION BEHAVIORS, PATTERNS, OUTLIERS, ANOMALIES Front End / Front Stage & Back End / Back Stage UMAI, User Modeling & Adaptive Interaction H I/O TL, Human In/On the Loop Computing AF, Affective Computing (ENGAGEMENT ANALYTICS & SENTIMENT ANALYSIS / EMPATHY MAPPING) RPA Robotic Process Automation RecSys Recommender System Closed Feedback Loop Control – (Cybernetics) Prospective Analytics (Exploratory What-If Simulations) Predictive Models & Prescriptive Analytics (Generative Design / RecSys) NLP & Flex (No/Lo) Code IDE (Programming Curation) VS-JM A’ – Incremental Optimization Model VS-JM B – New Model (Substitution Effect) COGNITIVE ENGINEERING for DSS, Decision Support Systems OPTIMAL STATE / TO-BE MODEL / TOM / CONOPS CURRENT STATE / AS-IS MODEL / PMO FRONT END / FRONT STAGE BACK END / BACK STAGE CFS, Customer Facing Services RFS, Resource Facing Services S E R V I C E D E S I G N & C H A I N I N G A L I G M E N T H F E , H U M A N F A C T O R S E N G I N E E R I N G 1 2 3 4 HOTL HITL INTELLIGENT INTERFACE AGENT User Configurable Settings TELEMETRY & ML PROCESS MINING TMF TOM: Target Operating Model IEEE CONOPS: Concept of Operations CI/CD SELF-SERVICEABILITY INTENT BASED MODEL NLP: Natural Language Processing CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Deep Tech Living Lab Workflow ALPHA 2021

20. <Document ID: change ID in footer or remove> <Change information classification in footer> D i g i t a l t w i n

21. F o r m f a c t o r s

22. W H I T E B O A R D “The only way to discover the limits of the possible is to go beyond them into the impossible” Arthur C. Clarke “in order to attain the impossible, one must attempt the absurd” Miguel de Cervantes “the best way to predict your future is to create it” Abraham Lincoln “it always seems impossible until it’s done” Nelson Mandela

23. HumanFactors.AI

24. <Document ID: change ID in footer or remove> <Change information classification in footer> Thanks ! VDS I Venture Design Studio

25. Driving AI with QXbD Quality eXperiences by Design The Future of AIOPs February 15, 2022 Jose de Francisco is the Chief Designer at Nokia CNS, Cloud & Network Services, and Head of Nokia’s Chicago Innovation Center, a leading R&D facility integrating all of the company’s business groups. His professional experience encompasses interdisciplinary leadership responsibilities in strategy, product management, research, design, new ventures and product marketing. Award-winning designer and a Distinguished Member (DMTS) of Bell Labs for work on next generation mobile platforms and applications, Jose holds several active patents and an extensive design portfolio featuring 20+ global brands. He has served with the Advisory Boards for MIT’s Institute of Data, Systems and Society (IDSS) and Illinois Tech’s Entrepreneurship Center. Jose is currently engaged with the think tank behind the premier Design Thinking conference series in the United States. He holds several professional certificates in Design and Data Science from MIT, earned an MBA in International Marketing and Finance from Chicago’s DePaul University as a Honeywell Europe Be Brilliant Scholar, and is the recipient of postgraduate degrees in Human Factors Engineering and Business Administration from BarcelonaTech (UPC) and Ireland’s University College Dublin (UCD) respectively. He started his academic life in the Industrial Design program of Barcelona’s Massana Art & Design Center as an Epson Scholar. Passionate about innovating to create new value, Jose co-authored the ‘Human Factors Engineering Manifesto’ and believes in the exceptional value that comes with consistently delivering ‘Quality Experiences by Design.’ His endeavors can be followed on Innovarista.org.

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