issip nsf smart service systems 20170329 v1

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Jim Spohrer (IBM) San Jose, CA, Wednesday March 29, 2017http://www.slideshare.net/spohrer/issip-nsf-smart-service-systems-20170329-v1

Engineering Robots To Live In and Learn With:Towards Smarter/Wiser Service Systems


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 organizationconnected internally and externally by value propositions. [socio-economic-technical systems]

Smart Service Systems: People and organization are augmented with cognitive systems.

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Engineering Tools to Augment

© IBM Cognitive Open Technologies 2017

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

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Engineering Robots We WillLive and Work In

• Exoskeletons Clothing• Driveless Cars• Furniture, Chairs, Beds• Robotic Houses• Healthy Neighborhoods• Robotic Cities

© IBM Cognitive Open Technologies 2017

Amigos do Jean Paul Jacobhttps://www.facebook.com/groups/jeanpauljacob/


1955 1975 1995 2015 2035 2055

Can better service help us be wiser?

Cognitive Mediator (2035): Tool, Assistant, Collaborator, Coach, MediatorOpen Technologies will enable this and more…

Definitions: AI vs IA


AI is Artificial Intelligence, orintelligence in machines (smart machines)

IA is Intelligence Augmentation, orpeople thinking and working together with smart machines.

IA is what IBM calls “Cognitive Computing” andthe 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.


High School Senior: Anish Krishnan


How fast is Reality 2.0 approaching?

What might it look like?

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Computing: Then, Now, Projected

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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

Empathy & Teamwork

sectorregion/culture

discipline Dept

h

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 scienceperspective considersthe evolving ecology of service system entities, their value co-creation andcapability co-elevationinteractions, and their capabilities, constraints,rights, and responsibilities.”

Cognitive SystemsEntities

Service SystemsEntities With

CognitiveMediators

Add Rights &Responsibilities


Explain external phenomena


Explain internal phenomena


Explainvalue co-creationphenomena


Physics Chemistry Biology

Neuroscience Psychology ArtificialIntelligence

Engineering Management PublicPolicy

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 worldthat is understandable, realistic, forward-looking, and whole.”

Proenneke:Alone in the Wilderness -To do a thorough testing, should each generationbe required to rapidly rebuildfrom 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 disciplinesMany sectors

Many regions/cultures(understanding & communications)

Deep in one sector

Deep in one region/culture

Deep in one discipline


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 ofresources (people, technology, organizations,and information) interconnected byvalue 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 serviceinnovation: 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 societyInternational 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 – AlmadenSan Jose, CA USA


IBM Cloud Bluemix:Watson APIs are growing…

So far (June 2016), 100,000 faculty and students globally given access