Editor’s note: This post is part of an ongoing series on IT predictions from Google Cloud experts. Check out the full list of our predictions on how IT will change in the coming years.

Prediction: By 2025, over half of cloud infrastructure decisions will be automated by AI and ML

Google’s infrastructure is designed with scale-out capabilities to support billions of people, powering services like Search, YouTube, and Gmail every day. To do that, we’ve had to pioneer global-scale computing and storage systems and shorten network latency and distance limitations with new innovations. Along the way, we’ve come to see cloud infrastructure as more than a simple commodity — it’s a source of inspiration and new capabilities.

But even as the demand on the industry’s cloud infrastructure continues to increase, there are simultaneously plateaus in the efficiency available from the underlying hardware. In the past, we saw annual performance gains of 30-40%, levels that often enabled a single infrastructure configuration to meet the needs of the vast majority of workloads. As these improvements have slowed and new workloads such as AI/ML and analytics have emerged, we have seen a corresponding explosion in the variety and capability of infrastructure. While empowering, the burden of picking the right combination of infrastructure components for a given workload still falls on an organization’s cloud architects.

But by 2025, we predict that the burden and complexity of infrastructure decision making will disappear through the power of AI and ML automation, which will automatically combine purpose-built infrastructure, prescriptive architectures, and an ecosystem to deliver a workload-optimized, ultra-reliable infrastructure. The focus for cloud architects will therefore be on enabling business logic and innovation, rather than how that logic maps to underlying infrastructure.

Already, we are making investments to turn this vision into reality, building custom silicon like the Infrastructure Processing Unit (IPU) for our new C3 VMs or a liquid-cooled board for the new tensor processing unit. The latter, the TPU v4 platform, is likely the world’s fastest, largest, and most efficient machine learning supercomputer. It can train large-scale workloads up to 80% faster and 50% cheaper than alternatives. Put another way, TPU v4 will nearly double the performance of critical ML and AI services at half the cost, unlocking new possibilities for what organizations can achieve when leveraging large-scale learning and inference for business services.

The TPUv4

These same IPUs and TPUs represent the foundation that will make it possible to automate cloud infrastructure decisions. They’ll be able to support the telemetry data and ML-based analytics for proactive infrastructure recommendations that will increase the performance and reliability of workloads.

Instead of determining hardware specifications and building the right infrastructure, you’ll only need to specify a workload. AI and ML will take over the burden and recommend, configure, and identify the best options based on your budgetary, performance, and scaling requirements. What is most exciting for us is how this will enable a much more rapid pace of service innovation, which is the primary end goal of great cloud infrastructure.

We meet daily with contact center owners and customer experience (CX) execs across all industries, geographies, and business sizes. Looking back at these conversations, it’s crystal clear that 2022 was a high-stakes year for call centers, with three primary challenges trending across all customers and continuing in 2023:

• Many organizations feel pressure to rapidly scale up their call center operations in response to macroeconomic changes. Uncertain conditions are forcing Contact Centers to be ever more cost-effective, and to find ways to generate revenue for the business.
• End users are increasingly demanding and less forgiving when it comes to CX. Users have a choice, and they expect brands to meet them where they are with superior experiences. Connecting with customers where they engage is one of the key components of superior CX—customers should not have to go through elaborate processes or unhelpful phone trees to get help but should rather have service available quickly and easily in their preferred channels. Consumers demand more intimate ways of connecting with brands and Conversational AI can create that critical interaction medium. 
• Organizations understand that AI can help address these challenges. However, many business leaders remain unsure how to successfully make the journey. A growing number of offerings are on the market, but many don’t deliver on their promise, with long and expensive integration requirements and unpredictable and underwhelming outcomes.

Helping our customers successfully address these challenges and opportunities was one of our top priorities last year and will continue to be a significant focus in coming months. In this blog post, we’ll review our Contact Center AI (CCAI) news from last year, as a primer for 2023. 

Looking back: Why 2022 was a big year for Contact Center AI

In 2022, we increased our strategic investment in CCAI, including expanding it to include a comprehensive, end-to-end contact center solution suite that is user-first, AI-first, and cloud-first. We launched Contact Center AI Platform, our Contact Center as a Service (CCaaS) offering, as part of the CCAI product suite that offers a modern, turnkey solution, designed with user-first, AI-first, and cloud-first design. During Google Cloud Next ‘22, we shared lots of great content on how organizations can use CCAI to improve customer experiences, including these breakout sessions:

• Delight customers in every interaction with Contact Center AI
• Power new voice enabled interfaces with applications with Google Cloud’s speech solutions

We also got a chance to hear how customers are using CCAI to better reach their own customers, including Wells Fargo and TIAA. We partnered with CDW to discuss Providing Better Customer Experiences and with Quantiphi in a webinar called “Elevating the Banking Experience with CCAI Platform.” Just recently, our customer Segra shared their success story.

Through these customer interactions, three key priorities have surfaced as we look forward to 2023: Elevate the customer experience, bring new forms of AI to drive new automation and accelerate time to value.

Looking forward: Elevate CX, integrate new forms of AI, accelerate time to value 

1. User-first: Meet them where they are with elevated Customer Experience.

As we have learned, users expect that brands meet them where they are and on their own terms and expectations. To do that, brands must integrate with and adopt the latest user-centric technologies and product best practices from consumer mobile and web apps. Enterprise B2C can’t exist anymore in a parallel world of different and often inferior user experience. Google has over 20 years of experience in building such consumer experiences, with multiple products successfully serving billions of users. Bringing these capabilities and experiences from our consumer products and research teams to our cloud offerings was a key component for our product offerings in 2022 and is a big part of our key investments in 2023. Moreover, a vast majority of CX user journeys start with a query on Google Search or YouTube. Connecting with the users at that point, even before they reach out directly to the contact center is a win-win, saving money for the brand and delivering immediate value to the user. By focusing on the user we created a superior  integrated omnichannel experience.

2. AI-first and cloud-first: Quality contact center growth depends on transforming to modern, Cloud, AI solutions.

For contact centers to evolve, they need to transform from cost centers to revenue generators. That requires modern Cloud and AI solutions. Conversational data spans across all parts of the contact center, opening new ways to generate value. Cloud capabilities of privacy, security and scale can enable personalized CX across channels, enabling key omnichannel experiences. From a study by McKinsey: “Cross-channel integration and migration issues continue to hamper progress. For example, 77 percent of survey respondents report that their organizations have built digital platforms, but only 10 percent report that those platforms are fully scaled and adopted by customers. Only 12 percent of digital platforms are highly integrated, and, for most organizations, only 20 percent of digital contacts are unassisted.” Traditional telephony technologies are becoming commoditized and struggle to keep up with ever more complex rule based systems. Leaders in applicative AI and Cloud technology are stepping up as the new partners for brands who understand they need to take the leap to the next generation CX solutions. .  

3. Accelerating time to value while future proofing investments with predictable and measurable value

Reducing upfront implementation investment and accelerating time to value can be a challenge for contact center solutions. Scaling Cloud and AI can provide a faster path advanced conversational AI, can help address these challenges. Let’s look at three examples:

• Out of the Box(OOTB) integrated transcription, chat and voice summarization, and topic modeling — This saves customers money by reducing agent handling time for every chat and call, as well as providing valuable insights that can be used for quality management, contact center optimization and automation, agent and user churn prediction, business insights, and revenue opportunities.
• AI based chat and voice calls steering  paired with info-seeking virtual agents — Together these deliver higher Customer Satisfaction at scale while reducing cost –  by significantly reducing waiting queues and being routed to the wrong agent, as well as automating away total handling time.
• Reduced time to full automation — Reduce the complexity of conversation modeling, prebuilt components and APIs for shorter time to value and more predictable outcomes, and metrics driven ML-Dev & QA tools and playbooks.

With these new capabilities, our customers can now see results as soon as they implement CCAI. We’re excited to get our customers to where they want to be faster!

And there you have it: a quick overview of CCAI and its progress in 2022 and what’s coming in 2023. For more details, check out the documentation or our CCAI solutions page.

At Google, we believe anyone should be able to quickly and easily turn their artificial intelligence (AI) idea into reality. Open source software (OSS) has become increasingly important to this goal, heavily influencing the pace of innovation in AI and machine learning (ML) ecosystems. Over the last two decades, ML has transformed Google services including Search, YouTube, Assistant, and Maps, and the basis for this transformation has always been our “open first” approach through investments in projects and ecosystems like TensorFlow, Jax, and PyTorch.

These OSS efforts are important because many AI technologies rely on closed or exclusive approaches. This wall-garden approach creates high barriers to entry for developers; limits efforts to make AI explainable, ethical, equitable; and stunts innovation. We’re committed to open ecosystems, as we firmly believe no one company should own AI/ML innovation. In this blog post, we’ll explore some of Google’s most significant OSS AI and ML contributions from recent years, as well as how our commitment to open technologies can help organizations innovate faster and more flexibly.

Openness is the way to operate as an ecosystem, not a single project

Google’s OSS initiatives extend and enable AI initiatives according to three pillars:

• Access — OSS allows developers, researchers and organizations of all sizes to leverage the latest ML technology. It is a key part of democratizing innovation in ML, fostering software diversity and choice for customers, and lowering operating cost while accelerating scale for everyone.
• Transparency — Open source datasets, ML algorithms, training models, frameworks, and compilers ensure due diligence and validation by the larger community. This is paramount when it comes to ML as it bolsters reproducibility, interpretability, ensures equity, and boosts security.
• Innovation — With more access and transparency, more innovation comes naturally. Our customers and partners take advantage of open source ML toolsets and frameworks to create more innovation in the field by contributing their own OSS.

Google’s ongoing commitment to open source AI

Google’s commitment to open standards spans over two decades of OSS contributions like TensorFlow, JAX, TFX, MLIR, KubeFlow, and Kubernetes, as well as sponsorship for critical OSS data science initiatives like Project Jupyter and NumFOCUS. Initiatives like these have helped Google become the leading Cloud Native Computing Foundation (CNCF) contributor—and by building on these efforts, Google Cloud seeks to be the best platform for the OSS AI community and ecosystem.

The perils of closed technologies can emerge at many points across ML pipelines, which is why Google’s OSS strategy encompasses the entire “idea-to-production” lifecycle, from acquiring data, to training models, to managing infrastructure, to facilitating experimentation and model refinement:

Data acquisition: starting the journey from idea to production-ready ML model

The journey from an idea to a production ML model starts with data. TensorFlow Datasets not only help users acquire ready-to-use, customizable, and highly-optimized datasets (including image, audio, and text), but also provides a set of helpful APIs that make it easy for users to organize their own datasets, regardless of whether they build with TensorFlow, Jax, or other ML frameworks.

Model development and training: shortening the path from data to useful ML

OSS libraries help developers and researchers design, implement, train, test, and debug ML algorithms. Our contributors on this front include:

• The TensorFlow core framework, which offers APIs to help data scientists and developers build and train production-grade ML models on distributed and accelerated infrastructure powered by GPUs or TPUs;
• Google’s founding membership of the PyTorch Foundation, which positions us to increase adoption of ML by building an ecosystem of open-source projects with PyTorch;
• Keras, a simple and powerful ML framework, well integrated with TensorFLow, that makes it easy for developers to quickly build and train ML models, or to leverage pre-trained AI applications;
• Model Garden, which provides implementations of many state-of-the-art computer vision and natural language processing models, maintained by Google and accessible to all, alongside APIs to accelerate training and experiments;
• Jax, a lean, intuitive, and composable system that brings together automatic differentiation (Autograd) and the Accelerated Linear Algebra (XLA) optimizing compiler to offer high-performance ML for fast research and production;
• TensorFlow Hub, a repository of trained ML models ready for fine-tuning and deployment; and,
• MediaPipe open source cross-platform, which lets users leverage customizable ML solutions for live and streaming media, including text and video.

ML infrastructure management: scaling valuable models with powerful backends

Accessing and managing infrastructure for ML, especially at scale, can be a blocker for many organizations, which is why Google has invested in initiatives including:

• The TFX (or TensorFlow Extended) platform, which offers software frameworks and tooling for full MLOps deployments, helping developers with data automation, model tracking, performance monitoring, and model retraining;
• Kubeflow, which makes deployments of ML workflows on Kubernetes simple, portable and scalable; and,
• TRC (TPU Research Cloud), which gives access to a cluster of more than 1,000 Cloud TPU devices at no charge to selected researchers who publish peer-reviewed papers and/or open source code.

Experimentation and model optimization: encouraging discovery and iteration

Data, tools for model training, and infrastructure can achieve only so much without strong processes for experimentation and optimization—which is why we’ve contribution to projects like xManager, which enables anyone to run and keep track of ML experiments locally or on Vertex AI and Tensorboard, which simplifies tracking and visualizing of model performance metrics.

These areas of focus will help not only our customers but the open-source AI community as a whole, and we’re excited to share more OSS news in coming days and months. To start exploring why many organizations choose Google Cloud for their open-source AI needs, visit our “open cloud” page and be sure to register for Google Cloud Next ‘22 for all our latest news.

Thanks to all the contributors to this blog post: Matt Vasey, George Elissaios, Warren Barkley, Manvinder Singh, James Rubin, Abhishek Ratna, Thea Lamkin, Amin Vahdat, Andrew Moore, Max Sapozhnikov, Gandhi, Vikram Kasivajhula