Transforming the Contact Center Experience with Artificial Intelligence

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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.
Google Cloud and Univision Partnership to Up the Ante in UX for Spanish-speaking Audience

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The past year has given everyone lots to think about—about our priorities as people and as businesses. As the world retreated behind closed doors, we saw how shared interests and experiences can bring us together. As the world grappled with a common enemy, we witnessed just how differently individuals, communities and indeed entire countries can experience a situation. And as we faced seemingly unending obstacles to making it through the pandemic, we saw how making smart decisions based on data can drive meaningful solutions—fast.
That’s why we here at Google Cloud are so proud to partner Univision, the country’s leading Spanish-language content and media company. By partnering with Google Cloud, Univision will be able to accelerate growth across its portfolio of properties, deliver an enhanced user experience for Spanish-speaking audiences and provide the enterprise solutions needed to create the Spanish-language media company of the future.
According to Instituto Cervantes, there are over 580 million Spanish language speakers worldwide. Those viewers, like people everywhere, are avid consumers of streaming content. In Q4 of 2020 alone, viewing time for that content increased by 44%1, and in 2020, from 50%2 more sources. With that surge in demand, Univision needed a cloud provider whose infrastructure could reach Hispanic viewers around the world. With two-plus decades spent building out its network and data centers, as well as global content-delivery capabilities, Google Cloud has the infrastructure Univision needs to reach viewers across the Spanish-speaking world.
At the same time, with such a diverse audience for their content, Univision needs to target that content to viewers’ specific preferences. By applying Google Cloud’s artificial intelligence (AI) and machine learning (ML) technology across its content, Univision intends to personalize content based on shows users have previously watched, enhancing their engagement and viewing experience.
And as Univision transforms the user experience, it can use Google Cloud’s data and analytics suite to garner deeper insights into its audience and forge stronger relationships with them on an individual basis. With Looker and BigQuery, Univision employees will have access to real-time data to help them make business decisions about programming.
Univision will also migrate video distribution and production operations to Google Cloud, where we’ll help them streamline media workflows and develop innovative new capabilities. Meanwhile, Google Cloud’s tight business and technical integration with other Google services will help ensure Univision reaches viewers on the device of their choice, wherever they are in the world. For example, in the coming years, Univision will expand its global YouTube partnership and will integrate with entertainment features on Google Search that help people better discover TV shows and movies. The company will also use Google Ad Manager for global ad decisioning and Google’s Dynamic Ad Insertion for PrendeTV and future video-on-demand offerings. Finally, Univision will distribute its content and services on Google Play across Android phones and tablets, as well as Google TV and other Android TV OS devices.
We’re thrilled to partner with Univision to help them reach the Spanish-speaking world with their content. With our cloud portfolio, we can help them reach individual viewers around the world, with personalized content that they can consume however they see fit. Best of all, together, we can help them achieve this vision fast, leveraging established cloud, content delivery, and data analytics technologies. You can learn more about the partnership here.
How Cleartrip.com is leveraging Google Cloud to survive the slump in the travel industry

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With the novel coronavirus COVID-19 sweeping across continents and fatalities climbing every day, it was only a matter of time before countries closed their borders to contain its spread.
In the wake of this decision, travel and tourism, the linchpins of many economies, were among the worst affected.
According to the United Nations World Tourism Organization (UNWTO), the COVID-19 pandemic caused a 22 percent fall in international tourist arrivals during the first quarter of 2020, and could see an annual decline of between 60 percent and 80 percent when compared with 2019.
The impact on the economy and to livelihoods that are dependent on tourism and hospitality has been significant. Prior to the pandemic, the outlook was quite different. Research by UNWTO in 2018 estimated that India would have 50 million outbound tourists by 2020.
Technology was also set to play a huge part in that growth. A Google Travel study showed that 74 percent of travellers were planning their trips on the Internet, and technologies like AI, IoT and VR were all set to be key trends this year.
Now, as borders slowly reopen and travel restrictions are gradually lifted, technology could once again be the game-changer. Manoj Sharma CTO, Cleartrip.com spoke to YourStory about the industry’s road to recovery and how technology will aid that journey.
Read the Full Story on YourStory
Predict Protein Structures with AlphaFold on Vertex AI

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Today, to accelerate research in the bio-pharma space, from the creation of treatments for diseases to the production of new synthetic biomaterials, we are announcing a new Vertex AI solution that demonstrates how to use Vertex AI Pipelines to run DeepMind’s AlphaFold protein structure predictions at scale.
Once a protein’s structure is determined and its role within the cell is understood, scientists can develop drugs that can modulate the protein function based on its role in the cell. DeepMind, an AI research organization within Alphabet, created the AlphaFold system to advance this area of research by helping data scientists and other researchers to accurately predict protein geometries at scale.
In 2020, in the Critical Assessment of Techniques for Protein Structure Prediction (CASP14) experiment, DeepMind presented a version of AlphaFold that predicted protein structures so accurately, experts declared the “protein-folding problem” solved. The next year, DeepMind open sourced the AlphaFold 2.0 system. Soon after, Google Cloud released a solution that integrated AlphaFold with Vertex AI Workbench to facilitate interactive experimentation. This made it easier for many data scientists to efficiently work with AlphaFold, and today’s announcement builds on that foundation.
Last week, AlphaFold took another significant step forward when DeepMind, in partnership with the European Bioinformatics Institute (EMBL-EBI), released predicted structures for nearly all cataloged proteins known to science. This release expands the AlphaFold database from nearly 1 million structures to over 200 million structures—and potentially increases our understanding of biology to a profound degree. Between this continued growth in the AlphaFold database and the efficiency of Vertex AI, we look forward to the discoveries researchers around the world will make.
In this article, we’ll explain how you can start experimenting with this solution, and we’ll also survey its benefits, which include offering lower costs through optimized selection of hardware, reproducibility through experiment tracking, lineage and metadata management, and faster run time through parallelization.
Background for running AlphaFold on Vertex AI
Generating a protein structure prediction is a computationally intensive task. It requires significant CPU and ML accelerator resources and can take hours or even days to compute. Running inference workflows at scale can be challenging—these challenges include optimizing inference elapsed time, optimizing hardware resource utilization, and managing experiments.Our new Vertex AI solution is meant to address these challenges.
To better understand how the solution addresses these challenges, let’s review the AlphaFold inference workflow:
- Feature preprocessing. You use the input protein sequence (in the FASTA format) to search through genetic sequences across organisms and protein template databases using common open source tools. These tools include JackHMMER with MGnify and UniRef90, HHBlits with Uniclust30 and BFD, and HHSearch with PDB70. The outputs of the search (which consist of multiple sequence alignments (MSAs) and structural templates) and the input sequences are processed as inputs to an inference model. You can run the feature preprocessing steps only on a CPU platform. If you’re using full-size databases, the process can take a few hours to complete.
- Model inference. The AlphaFold structure prediction system includes a set of pretrained models, including models for predicting monomer structures, models for predicting multimer structures, and models that have been fine-tuned for CASP. At inference time, you independently run the five models of a given type (such as monomer models) on the same set of inputs. By default, one prediction is generated per model when folding monomer models, and five predictions are generated per model when folding multimers. This step of the inference workflow is computationally very intensive and requires GPU or TPU acceleration.
- (Optional) Structure relaxation. In order to resolve any structural violations and clashes that are in the structure returned by the inference models, you can perform a structure relaxation step. In the AlphaFold system, you use the OpenMM molecular mechanics simulation package to perform a restrained energy minimization procedure. Relaxation is also very computationally intensive, and although you can run the step on a CPU-only platform, you can also accelerate the process by using GPUs.
The Vertex AI solution
The AlphaFold batch inference with the Vertex AI solution lets you efficiently run AlphaFold inference at scale by focusing on the following optimizations:
- Optimizing inference workflow by parallelizing independent steps.
- Optimizing hardware utilization (and as a result, costs) by running each step on the optimal hardware platform. As part of this optimization, the solution automatically provisions and deprovisions the compute resources required for a step.
- Describing a robust and flexible experiment tracking approach that simplifies the process of running and analyzing hundreds of concurrent inference workflows.
The following diagram shows the architecture of the solution.

The solution encompasses the following:
A strategy for managing genetic databases. The solution includes high-performance, fully managed file storage. In this solution, Cloud Filestore is used to manage multiple versions of the databases and to provide high throughput and low-latency access.
An orchestrator to parallelize, orchestrate, and efficiently run steps in the workflow. Predictions, relaxations, and some feature engineering can be parallelized. In this solution, Vertex AI Pipelines is used as the orchestrator and runtime execution engine for the workflow steps.
Optimized hardware platform selection for each step. The prediction and relaxation steps run on GPUs, and feature engineering runs on CPUs. The prediction and relaxation steps can use multi-GPU node configurations. This is especially important for the prediction step because the memory usage is approximately quadratic with the number of residues. Therefore, predicting a large protein structure can exceed the memory of a single GPU device.
Metadata and artifact management. The solution includes management for running and analyzing experiments at scale. In this solution, Vertex AI Metadata is used to manage metadata and artifacts.
The basis of the solution is a set of reusable Vertex AI Pipelines components that encapsulate core steps in the AlphaFold inference workflow: feature preprocessing, prediction, and relaxation. In addition to those components, there are auxiliary components that break down the feature engineering step into tools, and helper components that aid in the organization and orchestration of the workflow.
The solution includes two sample pipelines: the universal pipeline and a monomer pipeline. The universal pipeline mirrors the settings and functionality of the inference script in the AlphaFold Github repository. It tracks elapsed time and optimizes compute resources utilization. The monomer pipeline further optimizes the workflow by making feature engineering more efficient. You can customize the pipeline by plugging in your own databases.
Next steps
To learn more and to try out this solution, check our GitHub repository, which contains the components and universal and monomer pipelines. The artifacts in the repository are designed so that you can customize them. In addition, you can integrate this solution into your upstream and downstream workflows for further analysis. To learn more about Vertex AI, visit our product page.
Acknowledgements
We would like to thank the following people for their collaboration: Shweta Maniar, Sampath Koppole, Mikhail Chrestkha, Jasper Wang, Alex Burdenko, Meera Lakhavani, Joan Kallogjeri, Dong Meng (NVIDIA), Mike Thomas (NVIDIA), and Jill Milton (NVIDIA).
Finally and most importantly, we would like to thank our Solution Manager Donna Schut for managing this solution from start to finish. This would not have been possible without Donna.
SEED: The 4 Areas of a Well-functioning and Responsible AI

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The future of AI is better AI—designed with ethics and responsibility built in from the start. This means putting the brakes on AI-driven transformation until you have a well-functioning strategy and process in place to ensure your models deliver fair outcomes. Failing to recognize this imperative is a threat to your bottom line. The following post provides a simple framework to follow to keep your business on the right track as you place more trust in algorithms.
AI is inherently sociotechnical. AI systems represent the interconnectedness of humans and technology. They are designed to be used by and to inform humans within specific contexts, and the speed and scale of AI means that any lack of responsibility—such as bias, safety, privacy, scientific excellence etc—will also replicate at that same speed and scale. Without ethics and responsibility built in by design, AI systems lack the critical “inputs” or societal context that enable long term success.
Lawsuits stemming from AI systems that are biased towards certain groups are stacking up. In August 2020, IBM was forced to settle a lawsuit with the city of Los Angeles for misappropriating data it collected for its weather channel app. Health services company, Optum, is being investigated by regulators for creating an algorithm that allegedly recommended that doctors and nurses pay more attention to white patients than to sicker black patients. And Facebook, which granted Cambridge Analytica, a political firm, access to the personal data of more than 50 million people, is buried in legal work. Google has also run into its share of issues with algorithms making egregious mistakes.
While lawsuits are real, the foundational reason ethical AI is critical to your bottom line is trust. Without it, increasingly, consumers will ignore you and choose a brand they do trust. Research from Kantar, which runs one of the largest global brand equity studies (4 million consumers, 18,000 brands, across 50 markets), revealed that almost 9% of a brand’s equity is driven by corporate reputation, of which responsibility is a key attribute. Over the last decade, the importance of responsibility to consumers in relation to making brand choices has tripled.
The study stated brands perceived to be among the world’s most trusted and responsible shared three crucial factors that proved particularly important for building consumer trust and confidence, even when a brand might be new to a market. These are:
- Honesty and openness
- Respect and inclusion
- Identifying with and caring for customers
Brands that develop these associations more strongly tend to outperform their competitors in defending and growing their brand value.

Technology and business leaders need to focus on four areas to accomplish a well-functioning ethical AI strategy. Lopez Research refers to this group of tasks as SEED, which stands for security, ethics, explainability, and data (SEED). Each of these topics could be an article in itself, but this post will define several essential components.
SECURITY (S)
It might not seem obvious, but a robust AI strategy requires an embedded security strategy. Companies should look for hardware-level security in components such as GPUs and CPUs. IT leaders should build software security into models to minimize attacks such as poisoning, evasion, deepfakes, backdoors, and model extraction. The threat of adversarial data poisoning attacks machine learning models by maliciously introducing inaccurate data designed to corrupt the model’s ability to be accurate. Another security threat is model extraction, also known as model cloning, where a hacker finds a way to either reconstruct a black-box machine learning model or extract the training data. The first line of defense against all security attacks is to design security at the outset, but the next best step is to frequently test models to ensure they are operating as planned. Business leaders, data science experts, and IT leaders must work together to regularly review the outcomes of AI models.
ETHICS (E)
Today, organizations must understand that ethics should be designed into the solution at its outset. The ethics process starts with defining the potential positive and negative outcomes of the model that your business is creating. Once the team has evaluated potential harmful effects, which means unpacking the systems, beliefs, power hierarchies and dynamics that interconnect with the technology, it’s your responsibility to eliminate or minimize the impact of these outcomes. It’s also critically important to review the impact of models in production and shut down models demonstrating issues. An example of this was the public beta release of the Tay chatbot that Microsoft deployed and rapidly shut down because it propagated negative biases.
Yet, many organizations aren’t taking this action. The FICO study revealed that 93% of companies said responsible AI was critical for success but only 33% of these companies were measuring AI model outputs to ensure these models were operating as expected (measuring for model drift). Another survey by Pew Research revealed that 68% believe that ethical principles focused primarily on the public good will not be employed in most AI systems by 2030.
Regulations may turn this tide, regardless of whether organizations plan to adopt an ethical AI framework. Laws governing the ethical use of data in AI are expected to be finalized as soon as 2022, such as the European Commission’s proposed legal framework for AI. Organizations that start with ethical use of AI in mind will be better positioned to deal with customer privacy concerns and regulatory compliance.
EXPLAINABILITY(E)
As models have become more sophisticated, it’s also become increasingly difficult to explain why a model created a specific outcome. In the FICO Responsible AI report, 65% of respondents could not explain how specific AI model decisions or predictions are made, and only 35% said their organization made an effort to use AI in a way that was transparent and accountable. However, it’s never been more important to clarify how AI models came to conclusions such as why a loan was denied, why a particular strategy should be implemented, and how AI selected a set of resumes to review for a position. The goal is to create an explainable AI model from the outset but many of today’s models lack this capability. Every business should review its existing models and use open-source toolkits that can be found on Github.com that support the interpretability and explainability of machine learning models.
Keep in mind that explainability isn’t one-size-fits-all. Different stakeholders need different types of information. Much of explainability to date has focused on “opening the black box” which gets equated to information that is only useful for other data scientists. That’s important, but it doesn’t help the line of business users whose workflows AI is integrated into, or end users who deserve information about how decisions are made; or policymakers who don’t have data science backgrounds, and so on.
DATA (D)
An equally important item in ethics is data. Ethics starts with ensuring you have the correct data to create and update models. Three main issues include representative data, inherent biases within existing data, and inaccurate data. A critical issue that most companies miss in creating models is that current data sets frequently lack full market representation. A recent Capgemini Research Institute report revealed that 65% of executives “were aware of the issue of discriminatory bias” with these systems.
Awareness is the first step, but organizations must take action to remedy this issue. Historical data may no longer serve a company’s current needs for model creation. Historical records may contain biases against certain groups. For example, historical criminal data records show an imbalance in ethnic groups’ incarceration, which would lead to model biases. Additionally, laws and societal norms also change. Certain groups were prosecuted for sexual preference in the past, but today this information would create an inaccurate model.
Companies have also discovered that using demographic data, a common practice in marketing, can also lead to model bias. For example, individuals that primarily used cash for transactions and others that lived in specific zip codes were at a disadvantage in banking models to determine creditworthiness. To minimize these issues, a company needs to augment its data with full representation in areas such as ethnicity, gender, age, behavioral and economic profiles.

Design AI models with a continuous feedback loop
Another, more prominent, yet tricky issue is data accuracy. As the adage says, garbage in, equals garbage out. The least appreciated but arguably the most essential component of the AI model lifecycle is ensuring the model has accurate data at all times. Inaccurate data from either poor data hygiene or data that was tampered with for security purposes can cause model failures. Organizations need to invest the time and resources to ensure they have the correct data. Data privacy is another key element that businesses must address, but the concepts of data privacy, sovereignty, and security are significant enough that we will come back to this in a separate article.
Overall, it’s clear that while we may have an abundance of data, it most likely doesn’t represent what we want to model for the future. A successful AI strategy is an ethical AI strategy that requires the organization to be thoughtful in its model creation by ensuring it has a broad representation of accurate data and testing the outcomes to ensure the models are secure and operating as expected.
Organizations that define an AI model lifecycle with a continuous feedback loop will reap the benefits of better intelligence. This will increasingly mean stronger, longer lasting trust with customers and staying on the right side of new laws and regulations.
What Drives Your Organization to be Data-driven?

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Every organization has its own unique data culture and capabilities. Yet each is expected to use technology trends and solutions in the same way as everyone else. Your organization may be built on years of legacy applications, you may have developed a considerable amount of expertise and knowledge, yet you may be asked to adopt a new approach based on a technology trend. On the other hand, you may be on the other side of the spectrum, a digitally native organization built with engineering principles from scratch without legacy systems but expected to follow the same principles as process driven, established organizations. The question is, should we treat these organizations in the same way when it comes to data processing? In this series of blogs and papers this is what we are exploring: how to set up an organization from the first principles from data analyst, data engineering and data science point of view. In reality, there is no such organization that is solely driven by one of these but it is likely to be a combination of multiple types. What type of organization you become is then driven by how much you are influenced by each of these principles.
When you are considering what data processing technology encompasses, take a step back and make a strategic decision based on your key goals. This can be whether you optimize for performance, cost, reduction in operational overhead, increase in operational excellence, integration of new analytical and machine learning approaches. Or perhaps you’re looking to leverage existing employees’ skills while meeting all your data governance and regulatory requirements. We will be exploring these different themes and will focus on how they guide your decision-making process. You may be coming from technologies which are solving some of the past problems and some of the terminologies may be more familiar, however they don’t scale your capabilities. There is also the opportunity cost of prioritizing legacy and new issues that arise from a transformation effort, and as a result your new initiative can set you further behind on your core business while you play catch up to an ever changing technology landscape.
Data value chain
The key for any ingestion and transformation tool is to extract data from a source and start acting on it. The ultimate goal is to reduce the complexity and increase the timeliness of the data. Without data, it is impossible to create a data driven organization and act on the insights. As a result, data needs to be transformed, enriched, joined with other data sources, and aggregated to make better decisions. In other words, insights on good timely data mean good decisions.
While deciding on the data ingestion pipeline, one of the best approaches is to look into the volume of data, the velocity of the data, and type of data that is arriving. Other considerations include the number of different data sources you are managing, whether you need to scale to thousands of sources using generic pipelines, whether you want to create one generic pipeline but then apply data quality rules and governance. ETL tools are ideal for this use case as generic pipelines can be written and then parameterized.
On the other hand, consider the data source. Can the data be directly ingested without transforming and formatting the data? If the data does not need to be transformed and can be ingested directly into the data warehouse as a managed solution. This not only reduces the operational costs but also allows for more timely data delivery. If the data is coming in through an unstructured format such as XML or in a format such as EBCDIC and needs to be transformed and formatted, then a tool with ETL Capabilities can be used depending on the speed of the data arrival.
It is also important to understand the speed and time of arrival of the data. Think about your SLAs and time durations/windows that are relevant for your data ingestion plans. This would not only drive the ingestion profiles but would also dictate which framework to use. As discussed above, velocity requirements would drive the decision-making process.
Type of Organization
Different organizations can be successful by employing different strategies based on the talent that they have. Just like in sports, each team plays with a different strategy with the ultimate goal of winning.
Organizations often need to decide on what’s the best strategy to take in respect to data ingestion and processing – whether you need to hire an expensive group of data engineers, or exploit your data wizards and analysts to enrich and transform data that can be acted on, or whether it would be more realistic to train the current workforce to do more functional/high value work rather than to focus on building generally understood and available foundational pieces.
On the other hand, the transformation part of ETL pipelines as we know it, dictates where the load will be. All of these are made a reality in the cloud native world where data can be enriched, aggregated, and joined. Loading data into a powerful and modern data warehouse means that you can already join and enrich the data using ELT. Consequently, ETL isn’t really needed in its strict terms anymore if the data can be loaded directly into the data warehouse.
All of the above was not possible in the traditional, siloed, and static data warehouses and data ecosystems whereby systems would not talk to each other or there were capacity constraints in respect to both storing and processing the data in the expensive Data Warehouse. This is no longer the case in the BigQuery world as storage is now cheap and transformations are now much more capable without constraints of virtual appliances.
If your organization is already heavily invested into an ETL tool, one option is to use them to load BigQuery and transform the data initially within the ETL tool. Once the as-is and to-be are verified to be matching, then with the improved knowledge and expertise one can start moving workloads into BigQuery SQL, and effectively do ELT.
Furthermore, if your organization is coming from a more traditional data warehouse that extensively relies on stored procedures and scripting, then the question that one may ask is, do I continue leveraging these skills and expertise and use these capabilities that are also provided in BigQuery? ELT with BigQuery is more natural, similar to what’s already in Teradata BTEQ, Oracle PL/SQL but migrating from ETL to ELT requires changes. This change then enables exploiting streaming use cases, such as real-time use cases in retail. This is because there is no preceding step before data is loaded and made available.
Organizations can be broadly classified under 3 types as Data Analyst Driven, Data Engineering driven, and Blended organization. We will be covering a Data Science driven organization within the Blended category.
Data Analyst Driven
Analysts understand the business and are used to using SQL/spreadsheets. Allowing them to do advanced analytics through interfaces that they are accustomed to enables scaling. As a result, easy to use ETL tooling to bring data quickly into the target system becomes a key driver. Ingesting data directly from a source or staging area then also becomes critical as it allows analysts to exploit their key skills using ELT and increases timeliness of the data. This is commonplace with traditional EDWs and realized by extended capabilities of using Stored Procedures and Scripting. Data is enriched, transformed, and cleansed using SQL and ETL tools act as the orchestration tools.
The capabilities brought by cloud computing on separation of data and computation changes the face of the EDW as well. Rather than creating complex ingestion pipelines, the role of the ingestion becomes, bringing data close to the cloud, staging on a storage bucket or on a messaging system before being ingested into the cloud EDW. This then releases data analysts to focus on looking into data insights using tools and interfaces that they are accustomed to.
Data Engineering / Data Science Driven
Building complex data engineering pipelines is expensive but enables increased capabilities. This allows creating repeatable processes and scaling the number of sources. Once complemented with cloud it enables agile data processing methodologies. On the other hand, data science organizations allow carrying out experiments and producing applications that work for specific use cases but are not often productionised or generalized.
Real-time analytics enables immediate responses and there are specific use cases where low latency anomaly detection applications are required to run. In other words, business requirements would be such that it has to be acted upon as the data arrives on the fly. Processing this type of data or application requires transformation done outside of the target.
All the above usually requires custom applications or state-of-the-art tooling which is achieved by organizations that excel with their engineering capabilities. In reality, there are very few organizations that can be truly engineering organizations. Many fall into what we call here as the blended organization.
Blended org
The above classification can be used on tool selection for each project. For example, rather than choosing a single tool, choose the right tool for the right workload, because this would reduce operational cost, license cost and use the best of the tools available. Let the deciding factor be driven by business requirements: each business unit or team would know the applications they need to connect with to get valuable business insights. This coupled with the data maturity of the organization would be the key to making sure the right data processing tool would be the right fit.
In reality, you are likely to be somewhere on a spectrum. Digital native organizations are likely to be closer to being engineering driven, due to their culture and business that they are in. However, brick and mortar organizations would be closer to being analyst driven due to the significant number of legacy systems and processes they possess. These organizations are either considering or working toward digital transformation with an aspiration of having a data engineering / software engineering culture like Google.
The blended organization with strong skills around data engineering, would have built the platform and built frameworks, to increase reusable patterns would increase productivity and then reduce costs. Data engineers focus on running Spark on Kubernetes whereas infrastructure engineers focus on container work. This in turn provides unparalleled capabilities as application developers focus on the data pipelines and even the underlying technologies or platforms changes code stays the same. As a result, security issues, latency requirements, cost demands and portability are addressed at multiple layers.
Conclusion – What type of organization are you?
Often an organization’s infrastructure is not flexible enough to react to a fast changing technological landscape. Whether you are part of an organization which is engineering driven or analyst driven, organizations frequently look at technical requirements that inform which architecture to implement. But a key, and frequently overlooked, component needed to truly become a data-driven organization is the impact of the architecture on your data users. When you take into account the responsibilities, skill sets, and trust of your data users, you can create the right data platform to meet the needs of your IT department as well as your business.
To become a truly data-driven organization, the first step is to design and implement an analytics data platform that meets your technical and business needs. The reality is that each organization is different and has a different culture, different skills, and capabilities. Key is to leverage its strengths to stay competitive while adopting new technologies when it is needed and as it fits to your organization.
To learn more about the elements of how to build an analytics data platform depending on the organization you are, read our paper here.
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