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Case Study

US County, the Size of Mangalore, Uses AI to Offer Voice-Enabled Virtual Agent

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California’s Placer County utilizes AI technology via smart speakers, smartphones, tablets, PCs, and webpages to help citizens get the information they need. Citizens can ask questions like: "How to adopt a pet?" or “What historical engineering work has been done on my property?”

From the historic Gold Country to the rugged heights of the Sierra Nevada, Placer County encompasses more than 1,500 square miles—and provides services to nearly 400,000 residents. Across the county, residents access resources in person, over the phone, and through the county website. In 2018, the county piloted a suite of eServices through its Community Development Resource Agency (CDRA) with the goal of helping its geographically dispersed population more easily apply for permits, make appointments, and get immediate answers to specific questions.

Now, with the help of Google Cloud Dialogflow and Speech-to-Text API, the county has created a virtual agent that enables anyone, anywhere, to simply start a conversation by saying “Ask Placer County” into a variety of voice assistant hardware. This virtual agent builds on the success of eServices and helps the public access information through their smartphones or smart home devices, which is especially helpful for individuals without immediate access to a computer—such as the traveling public or a contractor working on-site, for example.

The pilot program has been an opportunity to explore new technology and create another communication channel to our citizens. “Our ambitious and long-term goal is that ‘Ask Placer County’ will be like having a personal assistant to everything related to Placer County. While the virtual agent is currently limited to a few departments, we plan to expand it countywide,” says Ben Palacio, senior IT analyst for Placer County.

“Our ambitious and long-term goal is that ‘Ask Placer County’ will be like having a personal assistant to everything related to Placer County. While the virtual agent is currently limited to a few departments, we plan to expand it countywide.”

Ben Palacio, Senior IT Analyst, Placer County

New eServices get a boost from AI virtual agent

The CDRA, one of many departments and agencies within Placer County, deployed interactive eServices for residents. As part of this initiative, the CDRA made a special request to the information technology (IT) department: Build an AI-based virtual agent that would spotlight the eServices on the website and make them easily available through a conversational interface.

“Having a specific technology requirement voiced by an agency was visionary and very welcome. It meant they were engaged and excited about the possibilities that these new technologies had to offer,” says Mike Spak, IT Manager for Placer County.

Today, the CDRA’s eServices help residents answer important questions, such as: “Is my land zoned for adding a garage?” “What historical engineering work has been done on my property?” And, “How can I make an appointment at a permitting office?”

“Having a specific technology requirement voiced by an agency was visionary and very welcome. It meant they were engaged and excited about the possibilities that these new technologies had to offer.”

Mike Spak, IT Manager, Placer County

Google Cloud fit easily into Placer County’s multivendor environment

With the help of consultants from Dito, a Google Cloud Premier Partner, Placer County chose Google Cloud to help with “Ask Placer County.”

Placer County runs a multivendor IT environment. “Especially with the cloud, the easier it is to integrate a vendor’s capabilities with others, the better for everybody,” says Palacio. “Google Cloud was able to integrate with other vendors’ capabilities for this project.”

For example, Placer County uses the Google Cloud operations suite (formerly Stackdriver) to monitor, troubleshoot, and improve its cloud infrastructure and application performance. And it uses Dialogflow, which powers the natural language processing (NLP) interface of the “Ask Placer County” virtual agent. Both integrate easily with tools from other vendors.

“Especially with the cloud, the easier it is to integrate a vendor’s capabilities with others, the better for everybody. Google Cloud was able to integrate with other vendors’ capabilities for this project.”

Ben Palacio, Senior IT Analyst, Placer County

Real-time conversations powered by “Ask Placer County”

Dito got “Ask Placer County” up and running using App Engine and Datastore. Today, the “Ask Placer County” virtual agent provides information ranging from how to adopt a pet to short-term-rental compliance.

Users can say “Ask Placer County” into their smartphones or their computer microphones and access targeted information from the pilot departments. IT staff reviews the asked questions and are constantly updating the virtual agent to provide more accurate and responsive information.

“You could be in your backyard with a contractor trying to get a project started, and if the contractor has a question about permitting or zoning, they can use their smartphone to get an answer right then and there, rather than having to interrupt the meeting, get back in their car, and drive to a county office,” says Palacio.

The county hopes “Ask Placer County” will improve the efficiency of in-person interactions between the public and county employees as well. Because the public can access common questions and information online or through the virtual agent, employees’ interactions with the public can be more focused and productive.

“We are providing more effective and efficient service to our customers through 24/7 access to information and by reducing the proportion of staff’s time in responding to emails and voicemails to answer our customer questions,” says Shawna Purvines, Principal Planner for Placer County.

According to Placer County, the virtual agent currently answers a monthly average of around 200 questions for the CDRA, and the county continues to develop more and more complete answers across participating departments.

“We are providing more effective and efficient service to our customers through 24/7 access to information and by reducing the proportion of staff’s time in responding to emails and voicemails to answer our customer questions.”

Shawna Purvines, Principal Planner, Placer County

Constantly evolving based on users’ needs

To best serve the needs of the CDRA, and potentially other departments over time, “Ask Placer County” continues to evolve. The county can add and retire questions based on the needs of constituents. This technology can be tailored to address current needs, such as responding to COVID-19. “Our hope is that, in quickly evolving situations, the virtual agent can be a resource for the public to access real-time information about public services,” says Palacio.

As a component of the eServices group, “Ask Placer County” has kept construction and development in Placer County operational during the COVID-19 pandemic, and it continues to provide opportunities for the public to access county resources without coming in to the counters, reducing the need for in-person visits. In fact, according to Placer County data, permit applications have increased by 17%.

Placer County also performs analytics using the Google Cloud operations suite to gain insights into the most popular questions and, just as importantly, the questions that are not being answered. “We get insight into what we’re missing—for those times when the virtual agent can’t find a response in our database,” says Palacio. Placer County uses these insights to improve answers and ultimately improve the efficacy of the virtual agent over time.

“This continual, real-time learning is the exciting part of the application that lets us help constituents in entirely new ways. It’s really cool,” says Palacio.

County IT workers actively analyze CDRA webpages to determine which are the most visited and to craft questions and answers to add to “Ask Placer County.” According to Placer County, the number of questions the virtual agent can answer is now more than 600. But the CDRA pages are just a small subset of the 5,000 pages that make up the Placer County website. A future goal is to provide a backstop for customer questions that can’t be answered, transferring those customers to county staff for resolution.

“Looking ahead, this technology has the ability to provide answers to thousands and thousands of questions,” says Palacio.

“This continual, real-time learning is the exciting part of the application that lets us help constituents in entirely new ways. It’s really cool.”

Ben Palacio, Senior IT Analyst, Placer County

Scaling “Ask Placer County” countywide

The limited rollout of the virtual agent technology allowed IT to monitor its effectiveness and make initial adjustments. As the virtual agent evolves, the Placer County chief information officer sees opportunities for it to engage the public countywide.

The “Ask Placer County” virtual agent can truly be a concierge, helping the public navigate county resources. It can help citizens become more engaged with their elected officials, it can provide information, and it can more efficiently connect the public with the services they seek.

Some of the future possibilities include providing current information on board meetings and individual elected officials, checking on permit status and burn days, and getting the latest county news. “There are so many ways we can use this solution to tackle issues within the county that we’re going to have to somehow prioritize them,” says Palacio.

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Watch Craig Wiley, Director of Product Management – Google Cloud, as he breaks down and simplifies AI for enterprises and the adoption of AI.

“As I think about AI, fundamentally AI  only does two things. One it helps you grow your market,  increase subscribership, increase users, increase their spend or increase their conversion. Or it helps you in the back-end. It can drive efficiencies, reduce costs and drive out waste from the system.

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Whitepaper

ESG Report: Economic Advantages of Google BigQuery OnDemand Serverless Analytics

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Traditional big data solutions require a significant upfront investment, ongoing maintenance of hardware and software, and manual provisioning to match compute and storage resources with demand. Google’s serverless analytics warehouse does away with all that extra work, helping businesses focus on what matters most: getting value from their data.

Enterprise Strategy Group (ESG), which examined the economic value propositions of Google BigQuery and alternative big data solutions, reports that BigQuery enables organizations to:

  • Save up to 88 percent on data warehousing over a three-year period
  • Achieve a faster time to value by getting up and running quickly
  • Empower more employees to become citizen data scientists

Eliminate maintenance tasks so teams can spend more time gaining insights

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New Technology: The Projected Total Economic Impact™ Of Google Cloud Contact Center AI

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According to Forrester Research, customers expect easy and effective customer service that builds positive emotional connections every time they interact with a brand or organization. Additionally, 40% of surveyed business leaders say that improving their organization’s customer experience (CX) is a high priority, ahead of initiatives like improving products and differentiation and reducing costs.

While this is a huge opportunity, improving CX in contact centers presents a significant challenge to organizations because most legacy interactive voice response (IVR) systems were never designed with CX in mind, and they are often left unchanged for years at a time except for the addition of more options when a new product or service is launched.

Providing great CX is a top priority for most organizations, but because contact centers typically operate 24/7, decision makers are hesitant to make significant changes or upgrades out of fear of breaking their already overtaxed systems. This paradox has left many organizations to rely on outdated or bloated IVR systems far too long. And with constantly rising customer expectations around service and support, these organizations are falling further and further behind competitors that are investing in next-generation solutions.

Google Cloud Contact Center Artificial Intelligence (CCAI) provides a cloud-based platform that leverages Google Cloud’s artificial intelligence (AI) and machine learning (ML) capabilities, including natural language processing and speech capabilities to augment, support, and assist contact center agents, and to deploy voice bots and chatbots that can naturally converse with customers to understand their intent and help resolve their calls with minimal intervention from an agent.

CCAI also has the ability to tie into an organization’s back-end data to enable bots to perform higher-value tasks, identify and authenticate customers, and augment agent desktops to provide relevant information and turn-by-turn guidance through different scenarios.

Google commissioned Forrester Consulting to conduct a New Technology: Projected Total Economic Impact™ (New Tech TEI) study and examine the projected return on investment (PROI) enterprises may realize by deploying CCAI.

Read the report and find out:

  • Why businesses say their traditional contact center tools introduced challenges
  • How Google’s Contact Center AI overcomes these challenges
  • What effect the switch had to their financial and productivity investments
Blog

Increasing Production Efficiency: How AI Can Improve Asset Utilization and Minimize Downtime

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Manufacturers are looking for more robust ML-enabled capabilities to support the entire factory digitalization journey. Learn how they can use Google Cloud manufacturing solutions to predict asset utilization and maintenance needs.

Today, manufacturers are advancing on their factory digitalization journey, betting on innovative technologies to strengthen competitiveness, deliver sustainable growth, and offer new services. Macroeconomic factors – such as high energy costs, increasing labor, and raw material shortages – drive the need for urgent operational optimizations and automation.

Cloud capabilities have matured at an accelerated pace, giving manufacturers practical avenues to achieve these goals. Manufacturers are finding new ways to bring AI and machine learning (ML) to practical use cases, like predictive maintenance, anomaly detection, and asset utilization management. However, manufacturers struggle to adopt AI at scale due to challenges around data accessibility, infrastructure, and technology.

Google Cloud created purpose-built tools and solutions to organize manufacturing data, make it accessible and useful, and help manufacturers quickly take significant steps on this journey by reducing the time to value. In this post, we will explore a practical example of how manufacturers can use Google Cloud manufacturing solutions to train, deploy and extract value from ML-enabled capabilities to predict asset utilization and maintenance needs.

The journey to machine learning insights starts with accessible data

The first step to a successful machine learning project is to unify necessary data in a common repository. For this, we will use Manufacturing Connect, the factory edge platform co-developed with Litmus Automation, to connect to manufacturing assets and stream the asset telemetries to Pub/Sub.

After the telemetry messages are published to Pub/Sub, Dataflow will identify each message based on its structure and apply corresponding normalizations and transformations, which are preconfigured in Manufacturing Data Engine. Once the messages are processed, the messages will be routed to Cloud Storage, BigQuery, and/or Cloud BigTable based on user configuration.


Figure 1. High level architecture diagram of machine learning with Manufacturing Data Engine

To train a machine learning model, manufacturers can use Vertex AI AutoML to build a no-code model based on the training data stored in the Manufacturing Data Engine.

Then, users can trigger a batch prediction job in Vertex AI or export the AutoML model to run on the edge component of Manufacturing Connect for real-time prediction. Regardless of the model deployment methods, the prediction and explanation results will be ingested into Manufacturing Data Engine, which can be analyzed and visualized in Looker.

A blueprint for classifying asset condition

The following scenario is based on a hypothetical company, Cymbal Materials. This company is a factitious discrete manufacturing company that runs 50+ factories in 10+ countries. 90% of Cymbal Materials manufacturing processes involve milling, which are accomplished using industrial computer numerical control (CNC) milling machines. Although their factories implement routine maintenance checklists, there are unplanned and unknown failures that happen occasionally. However, many of the Cymbal Materials factory workers lack the experience to identify and troubleshoot failures due to labor shortage and high turnover rate in their factories. Hence, Cymbal Materials is working with Google Cloud to build a machine learning model that can identify and analyze failures on top of Manufacturing Connect, Manufacturing Data Engine, and Vertex AI.

For the pilot, Cymbal Materials forms a team of manufacturing engineers and data scientists to evaluate the feasibility of solving the tool wear detection problem. To avoid compliance concern, the Cymbal Materials team chooses to start with a public tool wear detection dataset hosted on Kaggle. This dataset is collected from running machining experiments on 2″ x 2″ x 1.5″ wax blocks in a CNC milling machine. The dataset contains measurements from the 4 motors (X,Y, Z axes and spindle) and program values in the CNC machine, which maps well to the data that Cymbal Materials collects for their CNC milling machines.

Figure 2. Architecture diagram of machine learning with Manufacturing Data Engine.

To start, the Cymbal Materials data scientists download the tool wear detection dataset from Kaggle and upload the dataset to Cloud Storage. Then, the data scientists use Vertex AI to:

Figure 3. Vertex AI AutoML model performance

After seeing great performance of the AutoML tabular model, the Cymbal Materials data scientists decide to use the AutoML model to predict on the actual CNC milling machine telemetries from their factories and validate the generalizability of the AutoML model. They ask the manufacturing engineers to deploy Manufacturing Connect in a Cymbal Materials factory and stream telemetries for one CNC milling machine to the Manufacturing Data Engine.

Manufacturing Connect includes an edge component that can gather data from manufacturing assets via an extensive library of 250+ communication protocols. The edge component of Manufacturing Connect comes with built-in Node-RED and Docker runtime, which support running custom workflows and machine learning models at the edge.

Using pre-defined hierarchies, Manufacturing Connect pushes asset telemetries and states to Pub/Sub.

Figure 4. Manufacturing Connect user interface

After the factory operational data are ingested into Pub/Sub, Cymbal Materials uses Manufacturing Data Engine to:

  • Normalize, transform, and contextualize real-time operational data with slowly changing metadata
  • Batch ingest historical operational data and prediction results
  • Route data dynamically to Cloud Storage, BigQuery, and/or Cloud BigTable

Figure 5. Manufacturing Data Engine configuration in Manufacturing Connect.

Using the trained AutoML tabular model and real-time telemetries from CNC milling machines, the data scientists trigger a batch prediction job on the CNC milling machine telemetries in BigQuery. The data scientists configure the batch prediction to output prediction results in Cloud Storage such that Manufacturing Data Engine can batch ingest the prediction results after the batch prediction job completes.

To consume the prediction results, the Cymbal Materials manufacturing engineers use Looker to create visualizations. The dashboard allows the manufacturing engineers to:

  • Visualize the CNC milling machine actual and predicted tool conditions over time
  • Explain the prediction results by summarizing the top attributing features
  • Create alerts based on the predicted tool condition for their assets
  • Take actions by contacting the supplier and/or scheduling maintenance for their assets

Figure 6. CNC mill wear prediction displayed in a Looker dashboard.

From edge to cloud, improving production efficiency for manufacturers

To support the entire factory digitalization value journey, manufacturers are looking for capabilities from simple visualizations to predictive ML models. Robust solutions, such as the one covered here, provide rapid paths for engineers to extract insight from their factory data.

Having a common data repository for manufacturing data, industry-leading machine learning platform, and versatile dashboard components accelerate manufacturer’s digital transformation.

This solution brings the best of Google Cloud’s data analytics and artificial intelligence capabilities in an industrial environment. Manufacturing Connect creates the link between industrial machinery and Manufacturing Data Engine, the cloud platform where the manufacturing data are processed, normalized, contextualized, and stored in a ready-to-consume format. Vertex AI can build, deploy, and scale machine learning models using data stored in the Manufacturing Data Engine. Vertex AI includes AutoML and Workbench for training models without code and training custom models with code-first experience respectively.

Learn more about how Google Cloud is transforming manufacturing to meet changing customer expectations at our Google Cloud Next Manufacturing playlist.

What’s next

  1. Introducing new Google Cloud manufacturing solutions: smart factories, smarter workers
  2. Manufacturing Data Engine | Solutions | Google Cloud
  3. GitHub – GoogleCloudPlatform/mfg-ml-examples
Case Study

S4 Agtech Transforms Agriculture with Google Cloud

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S4's mission is to help de-risk crop production by matching the right data with analytics tools so farmers can plan better, resulting in more reliable food supplies. It's decision to partner with Google Cloud lowered database and analytics costs by 40%, and has ensure that customers receiving analytical results 25% faster.

Like countless other industries, farming is going digital and undergoing big changes—driven by access to more actionable information. The agriculture business can now gather and analyze georeferenced data from satellites, combined with data from IoT sensors in fields, crop rotation and yield histories, weather patterns, seed genotypes and soil composition to help increase the quantity and quality of crops.

This is essential for businesses in the agriculture industry, but it’s also critical to address growing food shortages around the world. 

At S4, we create technology to de-risk crop production. We provide customers seeking agricultural risk management solutions with the tools to make better, data-driven decisions for their crop planning, based on machine learning and proprietary algorithms.

We interpret plant evolution on a global scale with predictive modeling and analytics, and offer super-efficient risk-transferring solutions. Our multi-cloud platform includes a petabyte-scale database, an open source stack, and—after 50 proof-of-concept evaluations—BigQuery for our data warehouse and the Cloud SQL database service to handle OLTP queries to our PostgreSQL database.

These PoCs included, among others, Microsoft Azure Data Lake Analytics, IBM Netezza, Postgres/PostGIS running on IBM bare-metal servers with SATA SSDs and on Google’s Compute Engine with NVMe disks, and on-premises memSQL, CitusData and Yandex ClickHouse. 

Weeding out risk in an uncertain market

According to recent research, climate extreme events like drought, heat waves, and heavy precipitation are responsible for 18-43% of global variation in crop yields for maize, spring wheat, rice, and soybeans. This is a clear trend for other crops as well. Such variation poses risks of food shortages as well as large financial risks to farmers, insurers, and regions dependent on successful crop yields. Also, it creates vast humanitarian difficulties.

Our mission at S4 is to help de-risk crop production by matching the right data with analytics tools so farmers and other participants in the agricultural value chain can plan better, resulting in more reliable food supplies.

In a nutshell, we create indices out of biological assets. These indices measure yield losses on crops that are caused by the effects of weather and other factors, which are then used as underlying assets for products, such as swap/derivative contracts and parametric insurance policies, to transfer risk to the financial markets.

We enable insurers and lenders to buy and sell agricultural risks through the futures market. Also, our other products help farmers and seed and fertilizer companies provide customized genotype recommendations and fertilization requirements. This helps to optimize planting by geography, resources, and crop species, monitor phenological, pests and humidity evolution throughout the crop season, and estimate yields.

Local communities benefit from S4’s technology, as the ability to manage weather risks allows farmers to stabilize their cash flows, invest more to produce more with fewer risks, and develop in a more sustainable manner.

Growing data sources, reducing costs, accelerating performance

With the volume of diverse data sources and analytical complexity both growing at a very fast pace, we decided that using a major cloud services provider with a broad roadmap and global partnerships would be beneficial to S4’s future evolution.

At the same time, we wanted to bring our services to users faster and cut costs by consolidating our on-premises technology stack. When we started evaluating providers, our leading criteria included a powerful geospatial database and data analytics tools along with excellent support, all at a competitive price. GCP prevailed in nearly all criteria categories among the 50 companies we measured. 

Our previous platform architecture included a hybrid relational database that used Compute Engine for virtual machines and Cloud Storage for database backup. The RDBMS was slow. Maintaining our own data warehouse was complex and expensive.

We wanted to use machine learning and neural networks, but couldn’t do so easily and affordably. The complexity of that system meant that products or services requiring small changes or additions to the data model translated to expensive expansions of infrastructure or project time.

Also, agronomical or product teams couldn’t test these changes by themselves, always requiring the intervention on no small part of the IT team, which led to further delays.

We added GCP services like BigQuery as S4’s cloud data warehouse and use BigQuery GIS for geospatial analysis, Cloud Dataflow for simplified stream and batch data processing, and Cloud SQL for queries to the S4 database platform, which have all made a huge impact on our services and bottom line.

Database and analytics costs have decreased by 40% and customers are receiving our analytical results 25% faster. In addition, we’ve eliminated the time-consuming downloading of images, reducing storage and processing costs by 80%, because we no longer need expensive tools licenses, and have greatly reduced classification processing times.

Our customers working in the agriculture industry are also benefiting from this infrastructure change. They are now able to speed up their data analytics using our GCP-based platform.

“S4 products and technologies unlock the full potential of satellite imagery for crop prescriptions, monitoring and yield estimates,” says Nicolás Loria, Manager of Marketing Services, Southern Cone, Corteva Agriscience.

“We’ve worked with S4 for the last three (and starting year number four) crop seasons as its team capabilities, data integration capacities, and analytics insights have allowed Corteva to perform an entire new solution. Thanks to S4’s customized 360° approach, fast response and delivery times, we have safely outsourced our remote crop analytic technical needs.”

Also, this new architecture has allowed us to scale our models and databases with almost no limits, at a fraction of the cost vs. the previous models.

We’ve saved a lot of time on executing processes and reduced work needed by our internal teams to do certain tasks, like preparing images, converting them, validating results, and more. Using Google Earth Engine has decreased the execution time of daily tasks anywhere from 50% to 90% of the previous time, going from an average time of 30 minutes to between four and 15 minutes, depending on the task.

In addition to saving money and time, we are able to focus on innovation with the GCP performance and features we’re using. We’re able to seamlessly add satellite data to analytics using both public datasets and our own private data, and deliver GIS data management, analytics, crop classification and monitoring in real time.

We can do semi-automatic crop classification and classification using spectral signatures with Google Earth Engine. Later this year, we’ll be using neural networks for pattern recognition and machine learning in new applications to improve crop yields and fine-tune risk models. And using GCP and Google Earth Engine infrastructure means we can run models for customers in South America and around the world, since Google Earth Engine has global satellite imagery available. 

We’ve heard from our customer Indigo Argentina that they’re able to bring customers data insights faster.

“We are working with S4 in the development of two different applications for satellite crop monitoring and yield assessment,” says Carlos Becco, CEO, Indigo Argentina. “S4’s technology allowed us to manage and analyze multiple sources and layers of information in real time, letting us uncover valuable insights in Indigo’s own microbiome technologies, and at a very competitive cost.” 

Analytical products and app development thrive with GCP

With GCP, we are updating and improving algorithms that we built manually with machine learning processes to develop drought indices for upcoming crop seasons. Algorithms can recognize specific phases of crop phenology (e.g., bud burst, flowering, fruiting, leaf fall) and correlate them with photosynthetic activity, light, water, temperature, radiation, and plant genetics factors. Other analytical products like crop monitoring, pre-planting recommendations, financial scoring, and yield estimation can now do a lot more for users by offering multiple layers and datasets, faster image processing, and real-time access via APIs.

We also replaced our bare-metal S4 app deployment with the App Engine serverless application platform. It provides tighter integration between the S4 platform and our BigQuery data warehouse for integration with marketplaces and third-party solutions.

We get all of these Google Cloud features with all the benefits of managed cloud services, from multiversioning and security to automatic backups and high availability.

At S4, we trust technology to decode plant growth and help protect farmers and their communities from climate change. With growing food shortages due to increasing populations and intensifying weather, data and analytics can have a huge impact in lowering financial risks and improving agricultural yields. It’s one sector where cloud, database, analytics, and other technologies are combining to improve business outcomes and affect the lives of billions of people. Learn more about S4’s work and learn more about data analytics on Google Cloud.

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