Newsroom

Feb 20 2017
Media Inquiries

Daniela Zuin
Director of Marketing
daniela.zuin@ipsoft.com
US: +1 212 708 5521
UK: +44 (0) 7917 678 709

Analyst Inquiries

Rob Petrucelli
Director of Analyst Relations
robert.petrucelli@ipsoft.com
US: +1 212 708 5518

Events

Shared Service & Outsourcing Week US March 6-9, Orlando

February 15, 2017

Over the last five years the shared service and outsourcing industry has seen a steep rise in interest and adoption of automation and more recently a growing interest in intelligent automation and cognitive solutions. Shared Service & Outsourcing Week (SSOW) will be presented by The Shared Services and Outsourcing Network (SSON) March 6-9, in Orlando, Florida.   Join our master class Ahead of SSOW, IPsoft will host an informational master class along with ISG. IPsoft Digital Master Class: Workshop I March 7, 2017, 10:45am – 1:00pm How to Leverage a Digital Workforce in your Automation Journey During this..

Shared Service & Outsourcing Week US
March 6-9, Orlando

February 15, 2017

Over the last five years the shared service and outsourcing industry has seen a steep rise in interest and adoption of automation and more recently a growing interest in intelligent automation and cognitive solutions. Shared Service & Outsourcing Week (SSOW) will be presented by The Shared Services and Outsourcing Network (SSON) March 6-9, in Orlando, Florida.  

Join our master class
Ahead of SSOW, IPsoft will host an informational master class along with ISG. IPsoft Digital Master Class: Workshop I March 7, 2017, 10:45am – 1:00pm How to Leverage a Digital Workforce in your Automation Journey During this interactive session you will learn:
  • How to get from basic automation and RPA to cognitive solutions and machine learning
  • What digital labor is already achieving in enterprise companies
  • How digital labor is applying the science of human thought to create a human experience
  • The components of a successful cognitive strategy
Session Facilitators:
Gene Chao, General Manager, IPsoft Patrick Marlow, Solutions Architect, IPsoft Scott Furlong, Partner, ISG To book your place at the master class, please fill out the form below.  
Organize a meeting with IPsoft onsite
We welcome the opportunity to speak with you individually. We’d like to hear your thoughts on digital labor as it pertains to your business. In our meeting we will be able to share with you where Amelia, IPsoft’s virtual agent, is already deployed in industries and roles that may align with your own. If you wish to schedule a meeting with us onsite, please fill out the form below and a member of our team will help schedule a time and place onsite.  
Drop by our booth
You can also meet us at booth 117/119 where we will be showcasing how Amelia, our virtual agent, can solve a number of help desk inquiries including an invoice inquiry, an employee expense request and a sick leave issue.  
More about digital labor
In the meantime, if you wish to explore digital labor a little more, here are some links we hope you’ll find useful: We look forward to seeing you at the event.


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Press Releases

AI will make us more human, shattering the glass ceiling of productivity

January 29, 2017

Ground-breaking University of London and IPsoft research envisages FuturaCorp – the idealized man + machine organization of the future Arrival of AI in the..

AI will make us more human, shattering the glass ceiling of productivity

January 29, 2017

Ground-breaking University of London and IPsoft research envisages FuturaCorp – the idealized man + machine organization of the future

  • Arrival of AI in the workplace has potential to triple productivity in the near term
  • More than 80 percent of repetitive, process-oriented tasks soon to be automated
  • But automation of routine work to sharpen the higher-level creative and innovative capabilities of our human minds
  • Lessons for leadership – formula developed to score businesses’ readiness for AI
NYC: January 30, 2017 – In the near future, Artificial Intelligence (AI) will free our minds from process-oriented repetition, refocusing time and capital for our most human of pursuits: innovation and creativity. The result will be a revolutionary shift in workplace productivity and fundamental restructuring of work as we know it. So finds a groundbreaking new academic study released today by researchers at Goldsmiths, University of London in association with IPsoft. The study, FuturaCorp: Artificial Intelligence & The Freedom To Be Human, proposes a vision of "FuturaCorp" – an idealized man + machine workplace of tomorrow. By enabling companies to automate repetitive tasks and redeploy humans in higher-skill roles, FuturaCorp will realize a productivity jump of up to 3.5 times that of today’s organizations, according to the research. But, as we better understand how AI can complement and amplify the creative power of humans, this figure has the potential to rise significantly further. The research describes job roles as comprised of a series of tasks. Some are repetitive and process-oriented (deterministic). Some require a human in concert with machines (probabilistic). Some rely on the types of connections that can only be made by the human brain, from ideas generation to complex problem solving (cross-functional reasoning). The Goldsmiths team expects that, in the not too distant future:
  • More than 80% of deterministic tasks will be done by machines
  • Probabilistic tasks will be shared 50:50 by machines and humans
  • But humans will still carry out 80% of all cross-functional reasoning tasks
Dr. Chris Brauer, Director of Innovation and Senior Lecturer at Goldsmiths, University of London, explains: “The real productivity benefits of AI will not be simply a factor of automating existing processes. The arrival of AI will engender entirely new, unknown possibilities for humans and what they can achieve. “It is this new configuration of humans working alongside intelligent machines that will be the source of sustained competitive advantage. The result will be FuturaCorp - a Fortune 500 with the innovative flexibility of a Silicon Valley start-up, or a start-up with the IT power of a Fortune 500.” The study paints an optimistic picture for the future for individuals, pointing to previous waves of automation resulting in low-skill work replaced by new, higher-skill jobs. It predicts that the arrival of the robots in the workplace will make us more human, pointing to crucial human skills that we will need in FuturaCorp to complement our digital colleagues. The research also imagines example roles that don’t exist today but may be critical in the man + machine organization of the future [see Appendix below]. Chetan Dube, CEO and President of IPsoft comments: “AI engenders emergent individual qualities, which push us to access the more complex parts of our minds. When routine work is automated, we will be able – and required – to flex our most human of skills. To do what the machines can’t, and likely never will be able to do. The future of society relies on individuals accessing higher reasoning, critical thinking and complex problem solving skills.” However, the need for rapid and strategic skill transformation could lead to a near-term skills shortage, according to the research. The Goldsmiths team found little widespread evidence of universities and training institutions preparing individuals to manage these looming future shifts. Organizations, meanwhile, are currently focused on in-house training, as retention is extremely difficult and significant investment hard to justify. Finally, the research team developed in liaison with IPsoft a first-of-its-kind ‘organizational readiness equation’ for business leaders to assess how equipped their company is to take its first brave steps into an AI future. The equation scores an organization in relation to the utopian vision of FuturaCorp, and helps C-Suite leaders to determine what changes need to be made across the firm to push the business model towards this ideal. Chetan Dube concludes: “CEOs must be prepared to redefine their business in order to capitalize on the productivity potential of AI. That journey begins with fundamental change to organization structure, who they hire for which roles, and how they use the new relationship between humans and machines to maximize efficiency and innovation.”

Appendix: 5 possible new roles in FuturaCorp:

Roles will change significantly in the next five to ten years. New examples we expect will emerge are below. But this list plays on the way we understand work and occupations today. In the future, there may not be ‘roles’, but instead a set of actions that make up a person’s daily work.
  • Chief of Innovation Senior management who will successfully steer companies through the upcoming change and disruption. Technical knowledge combined with business strategy, creative, able to get best from the probabilistic functions to pivot the company in new directions.
  • Information Insight Enabler Data analysts that will help companies make sense and derive insights from the torrent of data generated by technological disruptions. Coaches and technologists, bridging the relationships between humans and machines via the data generated.
  • Freelance Professor Continued growth of online courses and the introduction of alternative accreditations will spawn a growth in freelance or independent professors. In-house training and ‘cognitive centers’ are the beginning of spaces to skill up the current workforce
  • Technology Broker Buying advice and negotiating support to divisions across a company to ensure all technology is compatible and collaborate. Previous skills may be sales or IT managers.
  • Interactionist Understand and improve the user experience and improve collaboration and productivity between people and machines.
 Download the full report
 

Contact

Edelman for IPsoft: EMEA David Mercer +44 (0)20 3047 4160 LonIPsoft@Edelman.com US Grace Naugle +1 (212) 819-4826 USIPsoft@edelman.com IPsoft: Daniela Zuin, +001 212 708 5521 Marketing Director, IPsoft daniela.zuin@ipsoft.com About the Research Commissioned by IPsoft, the research was led by Dr. Chris Brauer at Goldsmiths, University of London, in the UK. In close collaboration with IPsoft, his team conducted a comprehensive analysis of literature and industry studies, coupled with ethnographic experiments and co-creation workshops, in order to gain deeper insights on the past and present of the nexus of work, productivity and technology. Overview list of research methods deployed in the academic study:
  • Economic modelling
  • Desk Research (academic, industry, media)
  • Subject Matter Expert Interviews
  • Co-creation experiments and workshops
  • Social listening
  • Conceptual mapping and design thinking
  • Ethnography
About IPsoft IPsoft automates IT and business processes for enterprises across a wide range of industries through the use of digital labor. Through its portfolio of world leading autonomic and cognitive solutions it provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has 18 offices in 15 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers. About Dr. Chris Brauer Dr. Chris Brauer is Director of Innovation at the Institute of Management Studies (IMS) at Goldsmiths, University of London and is Founder of the Centre for Creative and Social Technologies (CAST). He is a Canadian-born academic and entrepreneur living and working in London. He revels in the intersections of disciplines and boundaries including those between industry and academic and those between academic disciplines. Chris appears extensively in the media as an analyst on emerging technologies, social and commercial innovation, management scenarios, and hi-tech markets and economics.


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Opinion

Jobs of the Future: AI and the way we work

Edwin Van Bommel, Chief Cognitive Officer, IPsoft | February 13, 2017

Take a step back from your job. Remove yourself from the day-to-day repetition of bureaucracy, update meetings, HR, finance or procurement protocols and ask, “how much..

Jobs of the Future:
AI and the way we work

Edwin Van Bommel, Chief Cognitive Officer, IPsoftFebruary 13, 2017

Take a step back from your job. Remove yourself from the day-to-day repetition of bureaucracy, update meetings, HR, finance or procurement protocols and ask, “how much time do I actually get to spend doing my work?” For many, this seemingly simple question sheds light on a clear and profound conclusion: we spend a significant portion of our day distracted from the core human, creative components of our work that we find the most compelling. Those tasks in which we uniquely are able to add value through innovation and complex cross-functional reasoning. We are distracted, not even by social media or the latest sensationalist headline, but the reality that many of the tasks which make up our jobs are — indeed — not particularly relevant to what we are being paid to do. This is where Artificial Intelligence can come to our rescue. IPsoft recently commissioned the FuturaCorp report, which analyzes the future relationship between humans and machines in an AI-transformed organization. The scientists conducting this comprehensive study looked at literature and industry studies, followed this up with ethnographic experiments and co-creation workshops, which yielded deep insights on the past and present of the nexus of work, productivity and technology. The core output of the report is FuturaCorp, an idealized human and machine organization that illustrates how AI will change organizations and, by extension, our world. The research indicates that - in the not so distant future - more than 80% of the deterministic, repetitive tasks making up much of our daily work will be done by machines. The probabilistic, efficiency management and simple problem solving tasks will be done by approximately 50% human and 50% machine, while humans will continue to do more than 80% of the mainly human domain of cross-functional reasoning. In FuturaCorp, machines intelligently manage repetition, protocol and data analysis on a scale impossible for the organic mind, affording humans time to focus on those areas of work where we can add the greatest value. For the customer service representative, it means less time dealing with mundane requests, and more time helping customers through meaningful, complex issues. For the doctor, automation can reduce hours spent paging through complex medical histories and cross checking medical journals, leaving more time to engage with patients. For the procurement officer, time spent in data entry and rote analysis can be replaced with more sophisticated qualitative analysis, insight and negotiation, leading to significantly enhanced value for the organization. Ultimately, task transitions will lead to an evolution in roles, as automation enables people to migrate to higher level job functions. Deterministic human roles — which today are common — become rare, focusing more on maintenance and management of machines. Probabilistic roles see humans working in close concert with machines, dealing with awkward and variable information to produce relevant and productive outputs. Cross-functional roles see investment in our most human talents, innovation, creativity and complex problem solving. Accordingly, the skillsets that are required to succeed will soon change dramatically. A recent report by the Word Economic Forum (from 2015) indicates that “five years from now, over one-third of skills (35%) that are considered important in today’s workforce will have changed.” Our unique ability to collaborate, manage complex tasks, problem solve across disciplines and — ultimately — drive competitive innovation will become core to our professional value. This is an opportunity, but also a responsibility. Each person will need to become a more active leader, regardless of their area of expertise, leaning more on their unique probabilistic and cross-functional capabilities to build true career longevity. For corporate and educational institutions that have spent their histories preparing people to work in highly-specialized roles, facilitating this talent transition must be an active strategic effort. For companies, in-house training focused on equipping talent to thrive in the new AI-enabled workplace will need to develop hand-in-hand with more sophisticated, technology-integrated internship opportunities. Educational institutions also have a significant way to go in facilitating this transition. While people mostly associate ‘AI’ with the future of work, FuturaCorp research indicates universities and training institutions are not yet proactively preparing talent. In order to build momentum for the coming transition, we need to tackle people’s anxieties and offer education as well as pragmatic advice for how to prepare. The social conversation continues to be led by fear mongering: out of 233.8k mentions of AI across social platforms, only 13% were positive about their opportunities. People always need encouragement to change. We need to take positive steps in order to reassure people in the face of their initially cautious emotional reactions and ensure they are aware of the core human opportunities that result from AI integration. As institutions prepare for the coming AI economy, there is a critical need to re-frame this evolution around the positive, human-oriented changes it will generate. A discussion about the types of skills that are required to succeed in an AI-driven economy — those specifically human skills of teamwork, leadership, creativity and innovation. We must fundamentally realize: the path towards AI integration is not about replacing people, but empowering all of us to focus on skills closest to our ultimate professional self-actualization.


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White Papers

The Cognitive-Enabled IT Service Desk

February 10, 2017

Traditional approaches to IT service desk operations have reached their limit. The adoption of cognitive-enabled technologies has allowed for new strategies that are..

The Cognitive-Enabled IT Service Desk

February 10, 2017

Traditional approaches to IT service desk operations have reached their limit. The adoption of cognitive-enabled technologies has allowed for new strategies that are focused on agent scalability. Amelia interacts with users and learns to answer their questions and resolve their requests. She also works alongside service desk agents to provide faster, more accurate assistance than current models. In so doing she facilitates greater and more consistent productivity as demand for service grows.   cover Fill this form to download a copy of this white paper Learn more about Amelia as an IT Service Desk agent


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Opinion

Empowering the human X factor: shattering the glass ceiling of IT productivity

John Gikopoulos, Director of Cognitive Intelligence Europe, IPsoft | January 29, 2017

Download the FuturaCorp report The introduction of computers, the Internet and mobility underpinned marked and sustained improvements in productivity. Yet, for all the..

Empowering the human X factor: shattering the glass ceiling of IT productivity

John Gikopoulos, Director of Cognitive Intelligence Europe, IPsoftJanuary 29, 2017

Download the FuturaCorp report
The introduction of computers, the Internet and mobility underpinned marked and sustained improvements in productivity. Yet, for all the progress these advancements helped realize, even they could not escape a core law of economics: diminishing returns. More importantly, IT fell victim to a highly counterintuitive “productivity paradox:” as more investment was made in information technology, worker productivity could quite as well go down instead of up.1 We live in a world, where - in every industry sector – IT decisions determine a company’s business model, but IT investments simply no longer deliver the same exponential benefits they once did. Our world may have been transformed, but until recently we seemed to have reached an IT productivity glass ceiling. How companies adapt will determine their future – and even survival. Now this glass ceiling of IT productivity is finally set to be shattered, thanks to the introduction of Artificial Intelligence in the workplace. IPsoft recently commissioned a report – FuturaCorp, Artificial Intelligence and the Freedom to be Human – to investigate how AI will transform the relationship between humans and machines. One core finding stands out: the path towards the development and integration of AI capabilities is a path towards an organization more empowered by its core human qualities. The true productivity X factor that will shatter the glass ceiling is simply not only a function of the technology, but of the human potential it helps to realize. The FuturaCorp organization will not simply find greater efficiencies by increasing the return on human input, it is an organization that has leveraged AI to largely free employees from deterministic, repetitive tasks, so that they can focus on those most human of qualities: creativity, innovation and cross-functional reasoning. According to the research, job roles are comprised of a series of tasks. Soon, more than 80% of the deterministic, repetitive tasks will be done by machines. The probabilistic, efficiency management and simple problem solving tasks will be done by approximately 50% human and 50% machine, while humans will continue to do more than 80% of the exclusively human domain of cross-functional reasoning. To understand how the symbiotic human + machine organization will underpin sustained competitive advantage, we need a new way of thinking about productivity. An equation that goes beyond a traditional measure of inputs — labor, hours worked, number of workers engaged or overall cost — measured against quantity of products produced and/or the financial value they generate. By enabling companies to transfer repetitive tasks to AI and use the productivity gain to invest in higher-skill roles, FuturaCorp doesn’t just shift and replace work but turbocharges its business; the report measures this productivity potential through a sophisticated equation, which accounts both for the efficiencies generated, and the reinvestment in uniquely human skillsets. Where repetitive tasks are the realm of the machine, humans are empowered to pursue roles most unique to our capabilities – the actualization of our greatest asset, the unencumbered pursuit of innovation. This leads to exponentially greater capacity to realize capabilities, strategies and greenfield opportunities. Take the example of the telecommunications industry. During the last 5 to 7 years, Telco providers have been focusing more and more on infrastructure and less on content provision and service enhancement for their customers. As a result, their operating margins have been eroding, relying on cost reduction measures to sustain shareholder value. Going forward, Telcos will need to invest on customer experience enhancement. AI will allow them to handle multiple concurrent interactions through all available interfaces (voice, chat, social media) at an unprecedented level of service quality. At the same time, the advent of new / enhanced technologies will necessitate the constant increase of live interactions with users and telcos will be able to respond armed with AI capabilities. The integration of AI will significantly ease the human burden of basic infrastructure upkeep and advancement, helping to plan, manage and schedule maintenance and highlight areas where development is needed. Beyond this, emergent intelligent technologies can have a profound impact on location-based marketing, selecting and packaging the right content to the user at the right time. AI will help OTT companies provide targeted content and user experience through consistent, algorithmically defined offers, ultimately growing telecommunication companies’ revenue streams. As enhanced infrastructure contributes to the emergence of the Internet of Things (IoT), AI can help handle complex processes between billions of connected devices and optimizing performance for tasks yet to be envisioned. Where human minds are increasingly freed from repetitive processes, the telecommunications company not only enhances revenues, it gains more innovative human cognitive capacity to be an active participant in realizing the future. Beyond a facilitator, the company becomes an active leader towards the future of infrastructure, content and the Internet of Things. In any competitive and fast-evolving industry, anything short of industry leadership is demise. This kind of productivity gains can be found and applied across many industries; after all, nearly every single company or organization is a technology business now. Enhanced automation, realizing efficiencies that are directly invested into human potential - that is how AI empowers the human X factor and, in so doing, holds the potential to shatter the glass ceiling of IT productivity. 1The IT Productivity Paradox


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