IBM has been proclaiming the power of AI for several years. It has not, however, shown much of it in action. A customer reference here and there, but mostly it takes the form of hints of great capabilities coming at some point.
At first DancingDinosuar feared Seth Earley was following IBM down the AI vagueness path. Then I received an early copy of his book and the table of contents alone had more tangible descriptions than we’ve seen from IBM in a year. For instance, Chapter 7: Customer Service: Delivering Higher Quality at a Lower Cost; Chapter 8: Accelerating Employee Productivity; Chapter 9: Physical Meets Digital; Manufacturing, Supply Chain, and Logistics.
That’s not to say that Earley can’t get mushy like IBM. AI is “reinventing the way we invent” and “will usher in a new era of human capabilities.” Or, “We are at an inflection point in human history,” he says early at the start of his new book, The AI Powered Enterprise, published by LifeTree Media Ltd. But just a few pages in we should be able to cut him some slack; he needs some puffy sound bytes to grab the reviewers or marketing suits, and we know how they dumb down complex technology in their hope to make it more accessible.
So, what can Earley talk about that is different from what we get from IBM’s suits. It starts in the Forward; “The book is heavily focused on the importance of ontologies in conversational AI systems, and ontologies were also very important in knowledge management,” writes Thomas H. Davenport, President’s Distinguished Professor at Babson College, Research Fellow at MIT Initiative on the Digital Economy. He continues: “I do not know of any books that have such useful and detailed advice on the relationship between data and successful conversational AI systems.”
DancingDinosaur was dearly hoping to not write about ontologies, a subject he resorted to taking pass-fail decades ago as an undergraduate. But it can’t be avoided. Writes Earley “AI needs the key that unlocks that understanding as an ontology; a representation of what matters within the company and makes it unique, including products and services, solutions and processes, organizational structures, protocols, customer characteristics, manufacturing methods, knowledge, content, and data of all types…Simply put, an ontology reveals what is going on inside your business— it’s the DNA of the enterprise.”
Earley then cites a company desperately needing effective search capabilities. It had one but in practice, the navigation within the system was poorly organized, topic areas were unclear or ambiguous, content was not properly labeled or tagged, and search operated so poorly that some workers joked of it as a “random document generator” when the same search entered at different times could produce different results.
Earley describes the revamp of the search. All aspects of the business and its core knowledge were redeveloped from the foundation up. The blueprints for the new development began with, you guessed it, ontologies and a knowledge architecture. The resulting overhaul led to increases in user satisfaction (from 20% to 80% approval), greater trust in the system, and more.
And Earley is not done yet with ontologies. As the search example showed, ontologies are the DNA of the enterprise… a consistent representation of data and data relationships that can inform and power AI technologies. In different contexts, it can be expressed as any of the following–stuff we’re all familiar with: a data model, a content model, an information model, a data/content/information architecture, master data, or metadata… an ontology is not a single, static thing; he writes, it is never complete, and it changes as the organization changes and as it is applied throughout the enterprise. The ontology is the master knowledge scaffolding of the organization.”
IBM improved at describing AI lately. It has Watson and builds and deploys AI learning, manages machine learning models, AI concepts, and more. You can find a slew of IBM AI and machine learning offerings here.
DancingDinosaur is Alan Radding, a veteran information technology analyst, writer, and ghost-writer. Follow DancingDinosaur on Twitter, @mainframeblog, and see more of his work at http://technologywriter.com/