Event: Future of Expertise - https://issip.org/future-of-expertise-jun-29th/ Speaker: Haluk Demirkan - https://www.linkedin.com/in/halukdemirkan/

1. 1
Welcome to the new age of
smart machines:
Analytical Thinking and Adaptive
Innovators
Haluk Demirkan, PhD & PMP
Milgard Professor of Service Innovation & Business Analytics
Milgard School of Business, UW-T
ISSIP – 06/28

2. My research areas
T-shaped Digital
Maestro/Talents &
Organizations =
adaptive innovators
Business Analytics &
Cognitive Computing
Digital Strategy &
Transformation
Service Science, Service-Oriented-Enterprise
& Complex Adaptive Smart Service Systems
DATA GIG
2

3. What do these companies/products have in common?
3

4. 4
Smart Machines >>>>> Story of Artificial Intelligence
There is no doubt that computers are increasingly capable of doing
things that humans could once do exclusively.

5. Types: Model/Capability/Challenge (+ = relative difficulty level)
Smart
machines
Improvement
Model/
Learning/
Data
Task Model/
Perception/
Variety
Self Model/
Reasoning/
Commonsense
User Model/
Interaction/
Episodic
Memory
World
Model/
Knowledge/
Legal Trust
Tool + ++ + + +
Assistant ++ +++ +++ ++ ++
Collaborator +++ +++ +++ ++++ +++
Coach ++++ ++++ ++++ +++++ +++++
Mediator +++++ +++++ +++++ +++++ +++++++
to
ol
assistant collaborator coach mediator 5

6. Intelligent Personal Assistants
6
Knowledge (as an assistant cognitive mediator will have more
knowledge about people)

7. 7

8. 8
• Augmentation, not automation.
– Primary goal should not be eliminating large numbers of jobs with
cognitive technology.
– Humans and machines will work closely in a relationship of
augmentation rather than automation.
– Cognitive computing - addressing problems that are reasonably well-
defined and narrow in scope
– Humans excel at defining problems that need to be solved and at
solving complex problems.
• Right balance of cognitive computing and human skills are very important
The CIO should commission the enterprise architecture team to identify
which IT roles and tasks will become utilities and create a timeline for when
these changes become possible
Don’t forget cognitive computers do not
“automate jobs” they “automate tasks”
Clarifying the division of labor between
the human and cognitive computers

9. 9
Ask your teams to join life long learning, professional, organizations like
The International Society of Service Innovation Professionals http://www.issip.org/
Cognitive Systems Institute http://cognitive-science.info/
data is the key and traditional data warehouses will
not do the job…
Consider
transitioning to data
lakes instead of
traditional data
warehouses…
AND MOST IMPORTANT Focus on the talent.
Work with analysts and data scientists at the
beginning…
Getting the right data, and
getting the data right identify, have, package

10. 10
What is unique about talents?
T-shaped analytical thinkers & adaptive innovators
• How to embrace continuous learning?
• How to develop a new employee experience:
Culture, engagement, and beyond?
• How to utilize digital HR: Platforms, people,
and work, and people analytics
• Static hierarchies replaced by dynamic labor
markets, destroying silos.
• How about speed for agility, learning, doing
lots of new things….
Demirkan, H. and Spohrer, J. C. (2015) “T-Shaped Innovators:
Identifying the Right Talent to Support Service Innovation,”
Research Technology Management, 58 (5), 12-15, Sep-Oct.

11. what type of talents that you may need?
Data scientist, statisticians, mathematical
& operations researchers to develop
analytics algorithms
Machine learning and data processing:
natural language processing, text search &
analytics, speech and image processing,
computational linguistics, knowledge
representation and reasoning, information
retrieval and management
Human computer interaction, design &
visualization skills with design thinking for
experience
ML/Software engineers, mobile application
& tool developers (Python, Java, Lisp,
Prolog, C++) (API for developers of iOS,
Android, Node.js, Raspberry Pi, Ruby, C,
Rust, Java, Windows, OS X and Linux)
11

12. more talents?
Business domain strategy skills to
develop the right questions, determine what
data, information & cognitive computing can
be utilized
Business process skills that applies data &
analytics to turn information from cognitive
computing into business insight, & integrate
with processes
Project management skills to select and
manage right resources, SLAs (i.e. cognitive
engines)
Data and information retrieval and
management skills to collect, store, manage
& understand patterns & trends in data
Data architects manipulate and integrate
structure and unstructured data in big data
platforms (with NoSQL, Hadoop, cloud etc.)
12

13. 13

14. 14

15. 15
Haluk Demirkan, PhD & PMP
Milgard Professor of Service Innovation & Business Analytics
Milgard School of Business, UW-T
Any questions and comments?
https://www.linkedin.com/in/halukdemirkan/