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The Development of AI-Enabled Smart Machines in Singapore

Most aspects of everyday lives as consumers or employees have been embedded by Artificial Intelligence (AI) based systems. The further advancement and increased diffusion of AI capabilities pose risks of job replacement and even concerns of what this all means in terms of being human. Singapore Management University’s (SMU)Business Partnerships unit and International Trading Institute delved into the issue of “Working with AI-Enabled Smart Machines”.

University professors and thought leaders documented 30 examples of people doing their everyday work in real-world business settings in partnership with AI-enabled smart machines. These case studies will be used in their co-authored book The Future of Work Now: People Collaborating with Smart Machines.

The case studies covered a range of industry settings including insurance and financial services, knowledge work across other service sector industries, healthcare, factory floor production, and field operations across multiple industries.

One example cited was from one of Singapore’s banks who had massive migration to data analytics starting in 2010 and their follow-on progression into using machine learning. The system was able to draw on the bank’s existing data sources and external data to evaluate the probability of fraud or financial crime.

Before using this new system, the majority of the time spent by the bank employees who were doing transaction surveillance was on data amalgamation and sorting through the alerts generated by the prior generation of rule-based systems. The latter is an earlier type of AI application, with most of these alerts being false alarms.

With the new machine-learning-based system analysing and evaluating the rule-based alerts, the transaction surveillance employees can now focus directly on the alerts identified by the system as having a high or medium probability of being an actual problem.

The employee’s work time is allocated more efficiently, as they no longer need to look at large numbers of false alarms. Additionally, they no longer need to manually amalgamate all the supporting information use to evaluate each alarm as that background data access and integration work was automated as part of the machine learning application.

Another case study was on Southeast Asia’s largest e-commerce platform.  They are a digital-native born company whose business is based on AI-enabled data analytics. The case study highlighted the role of their product managers. These are the people who orchestrate the complex process of developing, phasing in and scaling new Shopee e-commerce platform capabilities and feature enhancements.

The product manager’s challenge is to do this in a way that meets business goals, satisfies customer needs, deals with the constraints and problems faced by the technology teams developing the new AI-enabled capabilities and features, and addresses the many conflicting requirements and trade-offs that arise.

The case study highlighted that while product managers are overseeing the processes of bringing AI-enabled capabilities and features of the platform to market, the nature of their role is so multi-faceted and complex that very few of their engagement management, negotiation, coordination, and decision-making tasks can be automated by these same type of AI capabilities. This product manager example illustrates one of the important ways in which human roles are required to manage the implementation of AI-based change efforts within a complex company setting.

The threat is not about AI taking away human jobs. The real threat is when people choose not to team with AI. Organisations need to learn how to capitalise on what AI can do, go beyond just thinking about simple labour displacement and manpower cost savings, and find ways to use the technology to create value in ways that lead to new demand and correspondingly to new employment opportunities.

As reported by OpenGov Asia, AI is becoming more sophisticated at doing what humans do, but more efficiently, quickly, and cheaply. Scientists from Singapore’s Nanyang Technological University (NTU) and clinicians from Tan Tock Seng Hospital (TTSH) have used artificial intelligence to create a new method of screening for glaucoma.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

As a Titanium Black Partner of Dell Technologies, CTC Global Singapore boasts unparalleled access to resources.

Established in 1972, we bring 52 years of experience to the table, solidifying our position as a leading IT solutions provider in Singapore. With over 300 qualified IT professionals, we are dedicated to delivering integrated solutions that empower your organization in key areas such as Automation & AI, Cyber Security, App Modernization & Data Analytics, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Renowned for our consulting expertise and delivering expert IT solutions, CTC Global Singapore has become the preferred IT outsourcing partner for businesses across Singapore.

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Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

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HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and consulting services provider, helping clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,800 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently, and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity, and service. For more information, visit www.ibm.com