Jim Spohrer (IBM) on Engineering Robots to Live and Learn With

Jim Spohrer (IBM) San Jose, CA, Wednesday March 29, 2017
http://www.slideshare.net/spohrer/issip-nsf-smart-service-systems-20170329-v1
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Engineering Robots To Live In and Learn With:
Towards Smarter/Wiser Service Systems
© IBM Cognitive Open Technologies 2017

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Spohrer JC, Engelbart DC (2004) Converging technologies for enhancing human performance:
Science and business perspectives. Annals of the New York Academy of Sciences.1013(1):50-82.
Roco MC, Bainbridge WS (2002) Converging technologies for improving human performance:
Nanotechnology, biotechnology, information technology, and cognitive science. WTEC.
https://obamawhitehouse.archives.gov/sites/default/files/microsites/ostp/bioecon-%28%23%20023SUPP%29%20NSF-NBIC.pdf

Open Technologies
Spohrer J, Maglio PP, Bailey J, Gruhl D (2017) Steps toward a science of service systems. Computer. 40(1).
Spohrer J, Bassano C, Piciocchi P, Siddike MA (2017) What Makes a System Smart? Wise? In Advances in The
Human Side of Service Engineering 2017 (pp. 23-34). Springer International Publishing.
Service System: Dynamic configuration of people, technology, information, and organization
connected internally and externally by value propositions. [socio-economic-technical systems]
Smart Service Systems: People and organization are augmented with cognitive systems.

Engineering Tools to Augment
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Harris S, Karkauer D (2016) Complexity& Stupidity. A Conversation with David Krakauer. Sam Harris Podcast

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Engineering Robots We Will
Live and Work In
• Exoskeletons Clothing
• Driveless Cars
• Furniture, Chairs, Beds
• Robotic Houses
• Healthy Neighborhoods
• Robotic Cities
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Amigos do Jean Paul Jacob
https://www.facebook.com/groups/jeanpauljacob/

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1955 1975 1995 2015 2035 2055
Can better service help us be wiser?
Cognitive Mediator (2035): Tool, Assistant, Collaborator, Coach, Mediator
Open Technologies will enable this and more…

Definitions: AI vs IA
AI is Artificial Intelligence, or
intelligence in machines (smart machines)
IA is Intelligence Augmentation, or
people thinking and working together with smart machines.
IA is what IBM calls “Cognitive Computing” and
the smart machines are called “Watson Solutions” or
more generally “Digital Cognitive Systems (Cogs)”
Cognition as a Service (CaaS):
AI building blocks for IA solutions

Augmenting Workers

Types
• Tool
• Assistant
• Collaborator
• Coach
• Mediator

Build: 10 million minutes of experience

Build: 2 million minutes of experience

Build:
Hardware < Software < Data < Experience < Transformation

Partnership for AI formed

I have…
Have you noticed how the building
blocks just keep getting better?

Learning to program:
My first program
Early Computer Science Class:
Watson Center at Columbia 1945
Jim Spohrer’s
First Program 1972

Fast Forward 2016:
Consider this…

Microsoft CaptionBot June 19, 2016

Microsoft CaptionBot June 20, 2016

IBM Image Tagging

Courses
2015
– “How to build a cognitive system for Q&A task.”
– 9 months to 40% question answering accuracy
– 1-2 years for 90% accuracy, which questions to reject
2025
– “How to use a cognitive system to be a better professional X.”
– Tools to build a student level Q&A from textbook in 1 week
2035
– “How to use your cognitive mediator to build a startup.”
– Tools to build faculty level Q&A for textbook in one day
– Cognitive mediator knows a person better than they know themselves
2055
– “How to manage your workforce of digital workers.”
– Most people have 100 digital workers.
3/29/2017 23© IBM Cognitive Open Technologies 2017

High School Senior: Anish Krishnan

How fast is Reality 2.0 approaching?
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What might it look like?

Computing: Then, Now, Projected
3/29/2017 28
2035
2055

“The best way to predict the future is to inspire the
next generation of students to build it better”
Digital Natives Transportation Water Manufacturing
Energy Construction ICT Retail
Finance Healthcare Education Government

By 2035, T-Shaped Makers with great
Building Blocks and Cognitive Mediators
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Empathy & Teamwork
sector
region/culture
discipline
Depth
Breadth
STEM
Liberal Arts

Reality 2.0 Service Platform:
polite cognitive mediators (CM1,CM2)
do not interrupt people (P1,P2)
Service Platform
CM2
P2
CM1
P1
100x
100x 100x

In Summary
“A service science
perspective considers
the evolving ecology of
service system entities,
their value co-creation and
capability co-elevation
interactions, and their
capabilities, constraints,
rights, and responsibilities.”
Cognitive Systems
Entities
Service
Systems
Entities With
Cognitive
Mediators
Add Rights &
Responsibilities

Explain external
phenomena

Explain internal
phenomena

Explain
value co-creation
phenomena

Physics Chemistry Biology
Neuroscience Psychology Artificial
Intelligence
Engineering Management Public
Policy
Education Design Humanities
Natural Systems
Cognitive Systems
Service Systems

Sciences provide…
• Frameworks for people to ask and answer
questions systematically
• Explanations with instructions on “how to re-do”
Kline: Conceptual Foundation of Multidisciplinary Thinking -
“To our children and children’s children,
to whom we elders owe an explanation of the world
that is understandable, realistic, forward-looking, and whole.”
Proenneke:
Alone in the Wilderness -
To do a thorough testing,
should each generation
be required to rapidly rebuild
from scratch?
A re-makers movement?

Some paths to becoming 64x smarter:
Improving learning and performance
• 2x from Learning sciences (methods)
– Better models of concepts
– Better models of learners
• 2x from Learning technology (tools)
– Guided learning paths
– Elimination of “thrashing”
• 2x from Quantity effect (overlaps)
– More you know, faster you go
– Advanced organizers
• 2x from Lifelong learning (time)
– Longer lives and longer careers
– Keeps “learning-mode” activated
• 2x from Early learning (time)
– Start earlier: Challenged-based approach
– STEM-2D in K-12 (SSME+DAPP Design of Smart Service Systems)
• 2x from Cognitive systems (performance support)
– Technology & Infrastructure Interactions
– Organizations & Others Interactions

Next Generation:
Future-Ready T-Shaped Adaptive Innovators
Many disciplines
Many sectors
Many regions/cultures
(understanding & communications)
Deepinonesector
Deepinoneregion/culture
Deepinonediscipline

Future-Ready T-Shapes

But this stuff is still really hard…

Backup slides
• Service systems - http://service-
science.info/archives/3368

What is service science?
• IBM initiated effort to establish a
multidisciplinary field to study
service systems … with a focus on
people-centered, IT-enabled service
innovations for business and society
– based on service-dominant logic
– service = value co-creation
– IT-enabled service architectures
– service systems (socio-technical
systems for win-win value co-creation)
• IBM helped establish
– computer science (1945-present)
– service science (2005-present)
Service systems are dynamic configurations of
resources (people, technology, organizations,
and information) interconnected by
value propositions, internally and externally.
Examples:
- macro: cities, states, nations
- meso: hospitals, universities, businesses
- micro: households, families, individuals
Reference:
Spohrer J, Maglio P, Bailey J, Gruhl D (2007)
Steps toward a science of service systems.
IEEE Computer Society. 40(3):71-77(January).

What is service science?
• Now over 500 universities globally teach a more
multidisciplinary approach to service innovation,
including:
– Service management and marketing
– Service engineering and operations
– Service design and arts
– Service public policy and economics
– Service computing and informatics
• SSME + DAPP =
Service Science Management Engineering +
Design Arts Public Policy
– People, technology, organizations, information
interconnected by value propositions.
Reference:
IfM & IBM (2008). Succeeding through service
innovation: A service perspective for education,
research, business and government.
University of Cambridge Institute for Manufacturing,
Cambridge, UK. 2008.

How to get involved?
• Weekly speaker series
– Service innovation
– Service education & research
– Smart service/cognitive systems
• Discovery summits & book series
• Opportunities
– Institutional memberships
– Leadership & ambassadors
– Volunteer opportunities
– Awards & sponsored
conferences
ISSIP.org is a non-profit society
International Society of Service Innovation Professionals
Membership:
Over 1000 professionals and students from 40+ countries,
50+ companies and 50+ universities.

How to get involved?
• Journals (INFORMS,
etc.)
• Conferences (HICSS,
etc.)
• Courses (MIT, etc.)
• Funding (NSF, etc.)
• Society (ISSIP, etc.)

What are the hot topics?
• Smart Service Systems: Intelligence Augmentation
– AI + AR UX (Artificial Intelligence + Augmented Reality User
Experience)
– Smartphones (mobile, social, secure, etc.)
• Collaborative Economy: Servitization
– From assets to co-creation (e.g., Uber, AirBnB, etc.)
– From product to capability/outcome-as-a-service
– Manufacturing as a local recycling service
• Digital Transformation: Trust and Identity
– Blockchain: Don Tapscott’s TED Talk & book
– Big Data: Service Analytics & HAT (Hub of All Things)

IBM Research – Almaden
San Jose, CA USA

IBM Cloud Bluemix:
Watson APIs are growing…
So far (June 2016), 100,000 faculty and students globally given access

Jim Spohrer (IBM) on Engineering Robots to Live and Learn With

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