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The pros, cons, and best practices when it comes to using generative AI

Colin Redbond, SVP Product Management, SS&C Blue Prism

We’ve all heard about growing interest in generative AI, especially following the release of ChatGPT. The artificial intelligence (AI) large language model, and ones like it, have the potential to revolutionize business operations and accelerate digital transformation journeys. Those that get ahead of this trend are set to gain a significant competitive advantage, with generative AI showing no signs of disappearing anytime soon.

While historically, AI projects have been long, expensive, and complex, generative AI has the potential to reduce time to value for digital transformation initiatives and make advanced technologies more accessible to a greater cross section of people thanks to its ease of use and learning capabilities.

How generative AI supports digital transformation

Digital transformation initiatives went into hyperdrive following the pandemic, but most organizations have yet to maximize business outcomes with their current automation plans. Intelligent automation combines technologies, like generative AI, robotic process automation (RPA), business process management, etc., to reengineer processes and drive business outcomes.

So, what’s the value of generative AI? Its range of capabilities and accessibility is unprecedented, marking an exciting time for the automation space and any sector standing to benefit from advancements in natural language processing, including healthcare, finance, and customer service. However, generative AI is still limited, in a sense, to its own domain knowledge. 

When you combine its unique capabilities with the power of intelligent automation, the impacts for digitalization are extraordinary. Generative AI can be used to automate tasks that were previously only possible for humans to perform, such as generating new marketing copy, designing new product prototypes, or creating personalized content for each customer. It can suggest automations and enable a greater cross section of workers to initiate the development of automations thanks to its ease of use. Automations can then be designed within designated governance parameters and best practices.

By automating these tasks, employees can reduce their workload, supporting work-life balance, while also increasing their efficiency, reducing company-wide costs, and improving the accuracy and quality of their output. Employees work with generative AI to deliver superior results.

When it comes to creative work, humans add color and empathy, which technology can only try to mimic. Generative AI gives them a starting point, helps with idea generation, etc. Human workers provide their uniquely human abilities to read between the lines and their emotional empathy for which AI is not substitute.

For many people, when they think “generative AI,” they think about written content or even AI art, but the use cases for generative AI relate to the day-to-day operations of most office workers.

For example, automated emails can exhibit a greater degree of personalization and improve resolution times. For more complex or high-level emails, generative AI can be used to draft an adequate, personalized email, with all needed information, and a human can then review and tweak if needed.

A similar process can unfold with contact center processes, generative AI bots can progress customer communications significantly before needing to loop in a human employee – if they need to be looped in at all for simple enquiries. This ensures human employees’ time is used effectively and as many customers as possible are being serviced, especially with generative AI bots being able to work around the clock. Error handling is improved with error messages providing context that enables immediate resolution.

Intelligent document processing (IDP) solutions, which use a combination of optical character recognition and AI to extract information that is locked away in documents, are enhanced by generative AI capabilities. This is especially important for financial and healthcare services. Generative AI’s understanding and learning features better equip it to contend with unstructured data, an area that has been a weak point for IDP solutions, which have been confined to structured and semi-structured documents at best.

Generative AI can also help improve the overall performance of intelligent automation systems by allowing them to adapt and learn over time by analyzing the results of previous tasks and using that data to generate new content or output.

The need for governance and risk management to unlock the potential of AI

However, businesses need to make certain considerations before they explore adding generative AI to their toolkit to accelerate digital transformation, since its outputs can have a significant impact on a company’s reputation, revenue, and legal liabilities. A clearly defined corporate governance risk management strategy and set of operating principles around this need to be developed. Done right, generative AI can support an automation strategy that is even more innovative, cost-effective, and productive than anything we have seen before.

Reasons why governance and risk management considerations are important when using generative AI:

  • Help ensure AI-generated content does not violate intellectual property, privacy, or other laws
  • Make sure use of generative AI aligns with your organization’s ethical principles
  • Maintain your organization’s quality standards and confirm outputs are consistent with expectations
  • Ensure the right information is used for the right purposes to protect sensitive information and privacy

How to develop a governance and risk management strategy

A clearly defined strategy and concomitant operating principles maximize the benefits of generative AI while mitigating any outfall. Developing a strategy involves several key steps:

  1. Define the scope: This includes the types of content you will be generating, the data you will be using, and the intended use cases for the content. This helps with identifying the specific risks and governance requirements that apply to your initiatives.
  2. Identify risks: These may include legal risks such as infringing on intellectual property, ethical risks such as bias in generated content, and security risks such as the potential for data breaches. You may need to engage with legal and compliance experts to identify all potential risks.
  3. Establish governance requirements: Based on the risks you’ve identified, establish governance requirements that will mitigate those risks. These may include policies and procedures for data handling, content review, and compliance with regulations.
  4. Develop a risk management plan: Outline how your organization will mitigate and manage risks. This may include risk assessments, monitoring, and regular reviews of governance practices, as well as processes for identifying and addressing any issues that arise.
  5. Train employees: It’s important to train employees on governance and risk management practices. This may include training on data handling, content review, and compliance with regulations. Make sure all employees who will be working with generative AI understand the risks and their responsibilities for mitigating those risks.
  6. Monitor and review: Monitor and review your governance and risk management practices on an ongoing basis. This will help you identify any gaps or issues that need to be addressed and ensure that your practices remain effective over time.

Like all advanced technologies, generative AI’s impact is positive – so long as you take the steps necessary to ensure you’re using it the right way. There’s no turning back the train, generative AI is here to stay – full steam ahead. The best approach is going to be to embrace it with care and work with providers when it comes to decision making around implementation. The possibilities behind generative AI are exciting – so let’s work to get it right and make it a force for good.

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Business

How 5G is enhancing communication in critical sectors

Luke Wilkinson, MD, Mobile Tornado

In critical sectors where high-stakes situations are common, effective communication is non-negotiable. Whether it’s first responders dealing with a crisis or a construction team coordinating a complex project, the ability to share information quickly and reliably can mean the difference between success and failure.

Long-distance communication became feasible in the 1950s when wireless network connectivity was first utilised in mobile radio-telephone systems, often using push-to-talk (PTT) technology. As private companies invested in cellular infrastructure, the networks developed and data speeds improved increasingly. Each major leap forward in mobile network capabilities was classed as a different generation and thus 1G, 2G, 3G, 4G, and now 5G were born.

5G is the fifth generation of wireless technology and has been gradually rolled out since 2019 when the first commercial 5G network was launched. Since then, the deployment of 5G infrastructure has been steadily increasing, with more and more countries and regions around the world adopting this cutting-edge technology.

Its rollout has been particularly significant for critical sectors that rely heavily on push-to-talk over cellular (PTToC) solutions. With 5G, PTToC communications can be carried out with higher bandwidth and speed, resulting in clearer and more seamless conversations, helping to mitigate risks in difficult scenarios within critical sectors.

How is 5G benefiting businesses?

According to Statista, by 2030, half of all connections worldwide are predicted to use 5G technology, increasing from one-tenth in 2022. This showcases the rapid pace at which 5G is becoming the standard in global communication infrastructure.

But what does this mean for businesses? Two of the key improvements under 5G are improved bandwidth and download speeds, facilitating faster and more reliable communication within teams. PTToC solutions can harness the capabilities of 5G and bring the benefits to critical sectors that need it most, whether that’s in public safety, security, or logistics: the use cases are infinite. For example, this could be leveraging 5G’s increased bandwidth to enable larger group calls and screen sharing for effective communication.

Communication between workers in critical industries can be difficult, as often the workforces are made up of lone workers or small groups of individuals in remote locations. PTToC is indispensable in these scenarios for producing quick and secure communication, as well as additional features including real-time location information and the ability to send SOS alerts. PTToC with 5G works effectively in critical sectors, as 5G is designed to be compatible with various network conditions, including 2G and 3G. This ensures that communication remains reliable and efficient even in countries or areas where 5G infrastructure is not fully deployed to keep remote, lone workers safe and secure.

The impact of 5G on critical communications

The International Telecommunication Union has reported that 95 percent of the world’s population can access a mobile broadband network. This opens up a world of new possibilities for PTToC, particularly when harnessing new capabilities for 5G as it’s being rolled out.

One of the most significant improvements brought by 5G is within video communications, which most PTToC solutions now offer. Faster speeds, higher bandwidth, and lower latency enhance the stability and quality of video calls, which are crucial in critical sectors. After all, in industries like public safety, construction, and logistics, the importance of visual information for effective decision-making and situational awareness cannot be overstated. 5G enables the real-time transmission of high-quality video, allowing for effective coordination and response strategies, ultimately improving operational outcomes and safety measures.

Challenges in Adopting 5G in Critical Sectors

While the benefits of 5G are undeniable, the industry faces some challenges in its widespread adoption. Network coverage and interoperability are two key concerns that need to be addressed to ensure communication can keep improving in critical sectors.

According to the International Telecommunication Union, older-generation networks are being phased out in many countries to allow for collaborative 5G standards development across industries. Yet, particularly in lower-income countries in Sub-Saharan Africa, Latin America, and Asia-Pacific, there is a need for infrastructure upgrades and investment to support 5G connectivity. The potential barriers to adoption, including device accessibility, the expense of deploying the new networks, and regulatory issues, must be carefully navigated to help countries make the most out of 5G capabilities within critical sectors and beyond.

However, the rollout of 5G does cause data security concerns for mission-critical communications and operations, as mobile networks present an expanded attack surface. Nonetheless, IT professionals, including PTToC developers, have the means to safeguard remote and lone workers and shield corporate and employee data. Encryption, authentication, remote access, and offline functionality are vital attributes that tackle emerging data threats both on devices and during transmission. Deploying this multi-tiered strategy alongside regular updates substantially diminishes the vulnerabilities associated with exploiting 5G mobile networks and devices within critical sectors.

While the challenges faced by the industry must be addressed, the potential benefits of 5G in enhancing communication and collaboration are undeniable. As the rollout of 5G continues to gain momentum, the benefits of this cutting-edge technology in enhancing communication in critical sectors are becoming increasingly evident. The faster, more reliable, and efficient communication enabled by 5G is crucial for industries that rely on real-time information exchange and decision-making.

Looking ahead, the potential for further advancements and increased adoption of 5G in critical sectors is truly exciting. As the industry continues to address the challenges faced, such as network coverage, interoperability, and data security concerns, we can expect to see even greater integration of this technology across a wide range of mission-critical applications for critical sectors.

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Could electric vehicles be the answer to energy flexibility?

Rolf Bienert, Managing and Technical Director, OpenADR Alliance

Last year, what was the Department for Business, Energy & Industrial Strategy and Ofgem published its Electric Vehicle Smart Charging Action plans to unlock the power of electric vehicle (EV) charging. Owners would have the opportunity to charge their vehicles while powering their homes with excess electricity stored in their car.

Known as vehicle to grid (V2G) or vehicle to everything (V2X), it is the communication between a vehicle and another entity. This could be the transfer of electricity stored in an EV to the home, the grid, or to other destinations. V2X requires bi-directional energy flow from the charger to the vehicle and bi- or unidirectional flow from the charger to the destination, depending on how it is being used.

While there are V2X pilots already out there, it’s considered an emerging technology. The Government is backing it with its V2X Innovation Programme with the aim of addressing barriers to enabling energy flexibility from EV charging. Phase 1 will support development of V2X bi-directional charging prototype hardware, software or business models, while phase 2 will support small scale V2X demonstrations.

The programme is part of the Flexibility Innovation Programme which looks to enable large-scale widespread electricity system flexibility through smart, flexible, secure, and accessible technologies – and will fund innovation across a range of key smart energy applications.

As part of the initiative, the Government will also fund Demand Side Response (DSR) projects activated through both the Innovation Programme and its Interoperable Demand Side Response Programme (IDSR) designed to support innovation and design of IDSR systems. DSR and energy flexibility is becoming increasingly important as demand for energy grows.

The EV potential

EVs offer a potential energy resource, especially at peak times when the electricity grid is under pressure. Designed to power cars weighing two tonnes or more, EV batteries are large, especially when compared to other potential energy resources.

While a typical solar system for the home is around 10kWh, electric car batteries range from 30kWh or more. A Jaguar i-Pace is 85kWh while the Tesla model S has a 100kWh battery, which offers a much larger resource. This means that a fully powered EV could support an average home for several days.

But to make this a reality the technology needs to be in place first to ensure there is a stable, reliable and secure supply of power. Most EV charging systems are already connected via apps and control platforms with pre-set systems, so easy to access and easy to use. But, owners will need to factor in possible additional hardware costs, including invertors for charging and discharging the power.

The vehicle owner must also have control over what they want to do. For example, how much of the charge from the car battery they want to make available to the grid and how much they want to leave in the vehicle.

The concept of bi-directional charging means that vehicles need to be designed with bi-directional power flow in mind and Electric Vehicle Supply Equipment will have to be upgraded as Electric Vehicle Power Exchange Equipment (EVPE).

Critical success factors

Open standards will be also critical to the success of this opportunity, and to ensure the charging infrastructure for V2X and V2G use cases is fit for purpose.

There are also lifecycle implications for the battery that need to be addressed as bi-directional charging can lead to degradation and shortening of battery life. Typically EVs are sold with an eight-year battery life, but this depends on the model, so drivers might be reluctant to add extra wear and tear, or pay for new batteries before time.

There is also the question of power quality. With more and more high-powered invertors pushing power into the grid, it could lead to questions about power quality that is not up to standard, and that may require periodic grid code adjustments.

But before this becomes reality, it has to be something that EV owners want. The industry is looking to educate users about the benefits and opportunities of V2X, but is it enough? We need a unified message, from automotive companies and OEMs, to government, and a concerted effort to promote new smart energy initiatives.

While plans are not yet agreed with regards to a ban on the sale on new petrol and diesel vehicles, figures from the IEA show that by 2035, one in four vehicles on the road will be electric. So, it’s time to raise awareness the opportunities of these programs.

With trials already happening in the UK, US, and other markets, I’m optimistic that it could become a disruptor market for this technology.

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Navigating the commercial vehicle sustainability conundrum

By David Wilson, Business Development Advisor, NEOL Copper Technologies Ltd.

As road transport companies implement their environmental, social, and governance (ESG) strategies to ensure they are contributing positively to the planet and society while also being run ethically and transparently, they are faced with a conundrum.

With increasing regulatory and social scrutiny on carbon emissions, the transportation industry which is the second largest (20%) contributor to carbon emissions worldwide, faces growing pressure to meet the near-term net-zero targets, requiring an immediate move to being more sustainable.

The industry has recently undergone significant changes that have impacted the cost of running a successful business. Factors such as high fuel costs, increased labour expenses, and maintenance costs, as well as excessive costs to renew the fleet, have all contributed to this. Additionally, businesses now need to consider how to incorporate the future of electric and autonomous vehicles.

The future of electric vehicles

ESG strategies such as investing in fuel-efficient, low-emission technologies and adopting alternative sustainable fuel sources are essential to reduce carbon emissions, air pollution, and preserve natural resources, while protecting the industry’s long-term viability.

In order to make the industry more sustainable electric trucks will need to play a significant role. The migration to electric trucks is also an option for the fleet manager but there is presently a narrow choice of vehicles, an associated high procurement or lease cost, and a lack of public charging infrastructure.

Most commercial vehicle OEMs (original equipment manufacturers) now offer a range of electric trucks that are specifically designed for zero-emission deliveries. However, the use of heavy-duty electric trucks for long-range transport is not feasible yet, mainly because the batteries and charging power are insufficient. The large-scale adoption of electric trucks is going to take time, and it may not be until 2035 – emphasizing that the electrification of the trucking industry is around 10 years behind passenger cars in terms of electrification.

Transitioning away from fossil fuel is a complex challenge for fleet managers. It will take time for a complete shift of the 600,000+ heavy good vehicles currently navigating the UK roads to electric power. To address the issue promptly and enhance the fuel efficiency and sustainability of the current fleet, proactive measures are imperative to optimise their performance and curtail emissions immediately.

Addressing the sustainability conundrum

The vast majority of today’s commercial vehicles on the road today are powered by internal combustion engines (ICE) that run on diesel fuel. Since the first introduction of European exhaust emission standards in 1993, more stringent guidelines have been released every four to five years to reduce and eliminate harmful pollutants such as carbon dioxide, nitrogen oxide, hydrocarbons, and particulate matter from new vehicles sold in the EU.

 To meet the latest Euro VI (2015) emission standard, trucks are now typically equipped with diesel particulate filters (DPF) to capture particulate matter and lubricant ash, and selective catalytic reduction (SCR) technology to convert harmful nitrogen oxides to nitrogen and water, and exhaust gas recirculation (EGR) technology to lower the combustion temperature, reduce nitrogen oxides, and improve engine efficiency.

Euro VI engines are advanced and highly sophisticated systems that offer dependable and efficient performance. Together with the correct low-SAPS (sulphated ash, phosphorous, and sulphur) and low viscosity e.g. SAE 5W-30 engine lubricant, the fleet manager will benefit from reduced fuel consumption and warranted protection of the engine and exhaust aftertreatment devices (ATD).

As engine hardware has advanced, so has the lubricant technology. However, even with the latest low-viscosity oils, levels of fuel saving at 1-1.5% (compared to higher-viscosity oils) have not reached its full potential. Moreover, the continued use of metal-containing detergents and ZDDP (zinc dithiophosphate) antiwear components risk negatively impacting the performance and efficiency of the DPF, as well as the precious metal catalysts & sensors in the SCR units. This can lead to unplanned service and replacement of one or more of the ATDs, causing costly downtime for fleet managers.

 Euro 7 emissions regulations will be implemented in a few years, and it will require ATDs to perform as new for 200,000 km or 10 years. Therefore, the lubricant industry is facing a new challenge of lowering the levels   in engine lubricants even further.

Reducing unexpected downtime with technical lubricants

The fleet manager has access to high-quality diesel engines and lubricant technology, but they are concerned about unplanned mechanical issues due to the wear and tear of components from extended use. Additionally, the blockage of DPFs (which creates backpressure and increases fuel consumption) and the possible failure of sensors may lead to faults being registered on the truck’s OBD (on-board diagnostics) computer systems, still causing great concern for managers as they strive for maximum productivity and profitability.

Whilst the use of fossil fuels will remain crucial to power heavy-duty diesel engines, we must wait for further advancements in electrification. However, we can improve the lubricants currently being used to make commercial vehicles more efficient, with lower emissions and greater fuel economy. By doing this, we can reduce unwanted unplanned downtime for repairs or component replacements.

It is easy to see the clear link between reducing wear to increase the longevity of your machine assets. Additionally, by reducing friction, we can improve fuel savings which helps to increase efficiency, all essential steps towards acting more sustainably and making changes for a better future.

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