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

For a business to succeed in the long term, it needs to learn not just to adapt to inevitable change, but to harness it. South Africa-based PPS has been an insurance company since 1941 and today is the biggest mutual insurance provider in the country.

As a mutual company, PPS is owned by more than 200,000 members, making them shareholders. In recent years, PPS and other companies like it have been affected by a number of external factors.

“For one thing, technology platforms have brought in a new gig economy that has all kinds of implications for insurance,” says Avsharn Bachoo, CTO at PPS. “What we’ve been seeing is basically a disruption of the South African insurance industry. We chose to see that as an opportunity.”

“Our servers were at the end of their life cycle and we had to decide whether to refresh them or switch completely. To embrace the world of AI and machine learning effectively, we knew we needed a cloud-based infrastructure. We’ve found the answer in Google Cloud Platform.”

—Avsharn Bachoo, CTO, PPS

In early 2018, faced with an uncertain economic environment that was squeezing growth and profitability, PPS decided to transform itself from a traditional broker-based business into a digital insurance provider. A key pillar of this new strategy was to overhaul the company’s technology infrastructure. To turn the strategy into reality, Avsharn and his team chose Google Cloud Platform (GCP).

“Our servers were at the end of their life cycle and we had to decide whether to refresh them or switch completely,” says Avsharn. “To embrace the world of AI and machine learning (ML) effectively, we knew we needed a cloud-based infrastructure. We’ve found the answer in Google Cloud Platform.”

Power, speed, flexibility with Google Cloud Platform

Previously, PPS maintained an on-premises IT infrastructure, which worked for its traditional business but was unsuited for its new way of working. In early 2018, the company started working on new products for its members but this required large amounts of compute power that proved prohibitively expensive with on-premises servers. Even existing products were starting to require more than the infrastructure could deliver. Aging equipment meant that it’s testing and quality assurance environments bore little resemblance to the actual production environment.

“We had no pre-production environments at all,” says Avsharn, resulting in more work for developers after products had been released. Meanwhile, the capital required to buy and configure more servers for new projects meant fewer resources available for innovation, and left the company less able to react to changes in the market. PPS knew it had to find a cloud-based alternative.

Shortly after devising a new digital strategy, PPS engineers attended a training session on cloud infrastructure given by leading South African Google Cloud Partner Siatik. Impressed with the presentation, PPS engaged Siatik to help run a proof of concept for a cloud-based infrastructure, running on GCP. With on-site engineers and constant communication, Siatik formed a very close working relationship with PPS. “The team at Siatik was exemplary,” recalls Avsharn. “They were well-organized, with cutting-edge technical acumen and very creative solutions to our problems. They were real game-changers.”

“We wanted the platform to retrain its models in response to new data and improve its recommendations with more information. Normally this would be a manual process but Google Cloud ML Engine lets the models do this automatically.”

—Kimoon Kim, Lead Solution Architect and Data Engineer, Siatik

The proof of concept was successful, with GCP outperforming the existing infrastructure in terms of how it handled compute demands, databases, and storage.

“It’s the speed of GCP that really impresses us,” says Avsharn. PPS saw that GCP wasn’t just an opportunity to migrate its existing infrastructure to the cloud. With Siatik’s help, it redesigned its monolithic core architecture to one based around microservices using Google Kubernetes Engine (GKE). For data processing and storage, Cloud Dataflow and Cloud Datastore proved invaluable, while Stackdriver helped the IT team stay on top of logging and monitoring the system.

“Google Cloud makes migrations very easy,” says Brett St. Clair, CEO at Siatik. “It takes care of all the hard work with configurations and replications, so when we switch the machines on, everything is ready and working.”

The ease with which PPS migrated to GCP means that it can now tackle strategic goals much more quickly than before. The most ambitious of these is an AI-powered product recommendation platform. Information is collected from customers who opt in at a defined point in their journey, this database is queried using BigQuery, and the information is fed into the platform. The AI model then calculates the most appropriate products for each member, according to their personal history.

“Most of the product recommendation engines out there are based on clustering, where you’re offered products based on your peer groups,” explains Avsharn. “For the first time, we can make recommendations to members based on their individual preferences and historical behavior. That’s really powerful for us.”

Siatik helped PPS use TensorFlow and Cloud Machine Learning Engine to build the AI platform. For the engineers, these easy-to-use tools helped speed up the process considerably, allowing them to host the models locally without any fuss. Previously, it took one to three months to manually build the model and match an offer to a customer. With the AI platform, a match takes just a few minutes. Cloud ML Engine, in particular, helped the platform adapt to new information on the fly and easily make adjustments to its hyperparameters, that is, preset variables which define the model-training process.

“We wanted the platform to retrain its models in response to new data and improve its recommendations with more information,” says Kimoon Kim, Lead Solution Architect and Data Engineer at Siatik. “Normally this would be a manual process but Google Cloud ML Engine lets the models do this automatically.”

“Google Cloud helped us cancel out a lot of the noise around machine learning and AI. We don’t have to build new complicated algorithms or hire huge teams of data scientists to benefit. We just bring our data and use the right tools to focus on what’s really important.”

—Avsharn Bachoo, CTO, PPS

Harnessing artificial intelligence for real-world results

PPS deployed its new AI recommendation platform in December, 2018. Just a couple of months later, its impact was clear. “In around eight weeks, we saw a 5 percent growth in sales,” says Avsharn. “It’s been a direct result of building our recommendation platform with Google Cloud. We can offer the right products to the right members.”

For developers and engineers at PPS, working with Google Cloud gives them access to high performance technology and automation options with GKE. As a result, the infrastructure runs 70 percent faster than before with fewer cores and less memory. Developers can also work in mature testing environments, and for the first time, are able to build pre-production environments, leading to better quality products. More strategically, moving to a serverless, cloud-based infrastructure has helped PPS take control of its budget, moving away from intermittent, large capital spends to more manageable, project-to-project flows of operational expenditure. The company expects to see savings of around 50 percent, or $695,000.

“We have a lot more flexibility with our resources thanks to Google Cloud,” says Avsharn. “When we have a new idea, we don’t have to outlay new capital such as servers before we can even start working on it. We just spin up instances when we want and spin them back down when we’re done.”

With the AI platform deployed and working well, PPS is already looking at ways to improve it, including real-time updates and further automation. Soon, the company will integrate the platform with more sales campaigns for more effective targeting to boost sales even further. Meanwhile, it’s also experimenting with machine learning to spot patterns in data at scale for fraud analytics and risk assessment.

For PPS, working with Google Cloud has helped it transform quickly and effectively from disrupted to disruptor. The company is now looking to gain the same transformative effects by implementing G Suite for increased productivity and collaboration.

“Google Cloud helped us cancel out a lot of the noise around machine learning and AI,” says Avsharn. “We don’t have to build new complicated algorithms or hire huge teams of data scientists to benefit. We just bring our data and use the right tools to focus on what’s really important.”

You are what you eat. We’ve all been told this, but the truth is what we eat is often more complex than we are – genetically at least. Take a grain of rice. The plant that produces rice has 40,000 to 50,000 genes, double that of humans, yet we know far more about the composition of the human genome than of plant life. We need to close this knowledge gap quickly if we are to answer the urgent challenge of feeding 8 billion people, especially as food security around the globe is likely to worsen with climate change.

For this reason, AI company InstaDeep has teamed up with Google Cloud to train a large AI model with more than 20 billion parameters on a dataset of reference genomes for cereal crops and edible vegetables, using the latest generation of Google’s Tensor Processing Units (Cloud TPU v4), which is particularly suited for training efficiency at scale. Our aim is to improve food security and sustainable agriculture by creating a tool that can analyze and predict plants’ agronomic traits from genomic sequences. This will help identify which genes make some crops more nutritious, more efficient to grow, and more resilient and resistant to pests, disease and drought.

Genomic language models for sustainable agriculture

Ever since farming began, we have been, directly or indirectly, trying to breed better crops with higher yields, better resilience and, if we’re lucky, better taste too. For thousands of years, this was done by trial and error, growing crops year-on-year while trying to identify and retain only the most beneficial traits as they naturally arise from evolutionary mutations. Now that we have access to the genomic sequences of plants, we hope to directly identify beneficial genes and predict the effect of novel mutations.

However, the complexity of plant genomes often makes it difficult to identify which variants are beneficial. Revolutionary advances in machine learning (ML) can help to understand the link between DNA sequences and molecular phenotypes. This means we now have precise and cost-effective prediction methods to help us close the gap between genetic information and observable traits. These predictions can help identify functional variants and accelerate our understanding of which genes link to which traits – so we can make better crop selections.

Moreover, thanks to the vast library of available crop genetic sequences, training large models on hundreds of plant genomes means we can transfer the knowledge from thoroughly-studied species to those that are less understood but important for food production – especially in developing countries. And by doing this digitally, AI can quickly map and annotate the genomes of both common and rare crop variants.

One of the major limitations of traditional ML methods for plant genomics has been they mostly rely on supervised learning techniques. They need labeled data. Such data is scarce and expensive to collect, severely limiting these methods. Recent advances in natural language processing (NLP), such as Transformer architectures and BERT-style training (Bidirectional Encoder Representations from Transformers), allow scientists to train massive language models on raw text data to learn meaningful representations. This unsupervised learning technique changes the game. Once learned, the representations can be leveraged to solve complex regression or classification tasks – even when there is a lack of labeled data.

InstaDeep partners with Google Cloud to train the new generation of AI models for genomics on TPUs

Researchers have demonstrated that large language models can be especially effective in proteomics. To understand how this works, imagine reading amino acids as words and proteins as sentences. The treasure trove of raw genomics data – in sequence form – inspired InstaDeep and Google Cloud to apply similar technologies on nucleotides, this time reading them as words and chunks of genomes as sentences.

Moreover, the representations that the system learned improved in line with the size of the models and datasets, NLP research studies showed. This finding led InstaDeep researchers to train a set of increasingly larger language models on genomics datasets ranging from 1 billion to 20 billion parameters.

• Models of 1 billion and 5 billion parameters were trained on a dataset comprising the reference genomes for several edible plants, including fruit, cereal and vegetables for a total of 75 billion nucleotides.
• The training dataset must increase in the same proportion as the model capacity, recent work has shown. Thus, we created a larger dataset gathering all reference genomes available on the National Center for Biotechnology Information (NCBI) database including human, animal, non-edible plant and bacteria genomes. This dataset, which we used to train a 20-billion-parameter Transformer model, comprised 700 billion tokens, exceeding the size of most datasets typically used for NLP applications, such as the Common Crawl or Wikipedia dataset.
• Both teams announced that the 1 billion-parameter model will be shared with the scientific community to further accelerate plant genomics research.

The compact and meaningful representations of nucleotide sequences learned by these models can be used to tackle molecular phenotype prediction problems. To showcase their ability, we trained a model to predict the gene function and gene ontology (i.e. a gene’s attribute) for different edible plant species.

Early results have demonstrated that this model can predict these characteristics with high accuracy – encouraging us to look deeper at what these models can tell us. Based on these results, we decided to annotate the genomes of three plant species with considerable importance for many developing countries: cassava, sweet potato, and yam. We are working on making these annotations freely available to the scientific community and hope that these will be used to further guide and accelerate new genomic research.

Overcoming scaling challenges with massive models and datasets with Cloud TPUs

The compute requirement for training our 20 billion-parameter model with billions of tokens is massive. While modern accelerators offer impressive peak performance per chip, to utilize this performance often requires tightly coupled hardware and software optimizations. Moreover, maintaining this efficiency when scaling to hundreds of chips presents additional system design challenges. The Cloud TPU’s tightly-coupled hardware and software stack is especially well suited to such challenges. The Cloud TPU software stack is based on the XLA Compiler which offers out-of-the-box optimizations (such as compute and communication overlap) and an easy programming model for expressing parallelism.

We successfully trained our large models for genomics by leveraging Google Tensor Processing Units (TPUv4). Our code is implemented with the JAX framework. JAX provides a functional programming-based approach to express computations as functions that can be easily parallelized using JAX APIs powered by XLA. This helped us to scale from a single host (four chips) configuration to a multi-host configuration without having to tackle any of the system design challenges. The TPU’s cost-effective inter- and intra-communication capabilities led to an almost linear scaling between the number of chips and training time. This allowed us to train the models quickly and efficiently on a grid of 1024 TPUv4 cores (512 chips).

Conclusion

Ultimately, our hope is that the functional characterization of genomic variants predicted by deep learning models will be critical to the next era in agriculture, which will largely depend on genome editing and analysis. We envisage that novel approaches, such as in-silico mutagenesis – the assessment of all possible changes in a genomic region by a computer model – will be invaluable in prioritizing mutations that improve plant fitness and guiding crop improvements. Attempting similar work in wet-lab experiments would be difficult to scale and nearly impossible in nature. By making our current and future annotations available to the research community, we also hope to help democratize breeding technologies so that they can benefit all of global agriculture.

Further Reading

To learn more about the unique features of Cloud TPU v4 hardware and software stack we encourage readers to explore Cloud TPU v4 announcement. To learn more about scaling characteristics, please see this benchmark and finally we recommend reading PJIT Introduction to get started with JAX and SPMD parallelism on Cloud TPU.

This research was made possible thanks to the support of Google’s TPU Research Cloud (TRC) Program which enabled us to use the Cloud TPUv4 chips that were critical to this work.

Conversational AI is opening up a new world of possibilities in areas like customer experience, user engagement, and access to content. 

In Cloud AI, we’ve taken Google’s groundbreaking machine learning models in speech and natural language processing and applied them to the contact center space, radically improving the customer experience while also driving down operational costs. It’s shifting the focus of contact centers from the backroom, out of sight (and mind) to the boardroom and the strategic heart of the business.

Our solution, called Contact Center AI (CCAI), is an accelerator of digital transformation as organizations all over the world figure out how to support their customers during these challenging times. One customer that’s redefined the possibilities of AI-powered conversation using CCAI, is Verizon.

Whether through voice calls or chat, Verizon customers will no longer need to go through menu prompts or option trees; they simply say or type their question, and CCAI’s natural-language recognition feature finds the best way to assist them. No stilted speech or robot-like commands.

“These customer service enhancements, powered by the Verizon collaboration with Google Cloud, offer a faster and more personalized digital experience for our customers while empowering our customer support agents to provide a higher level of service,” said Shankar Arumugavelu, SVP & CIO at Verizon. 

CCAI is also driving cost savings without cutting corners on customer service. In the past, to improve customer satisfaction (CSAT), you had to hire more agents, increasing operating costs. Conversely, if you reduced the number of agents, your CSAT scores went down. Contact Center AI (CCAI) lets you have both.  

CCAI does this by expediting customer requests using virtual agents, assisting live agents, and providing insights on customer interactions to drive improvements back into the system. The result is a better experience for your customers—they get answers faster—and you get lower operating costs. It allows human agents to focus on higher value tasks in their customer interactions.

New products and features add richer customer experience 

We are continuing to invest in CCAI and today we are excited to announce the following new capabilities:

Dialogflow CX is the latest version of Dialogflow, a development suite used by over a million developers for building natural, rich conversational experiences into mobile and web applications, smart devices, bots, interactive voice response systems, popular messaging platforms and more. This new version of Dialogflow is optimized for large contact centers that deal with complex (multi-turn) conversations and it is truly omnichannel – you build it once and deploy it everywhere – in your contact centers and digital channels. Dialogflow CX features a new visual builder to create, build and manage virtual agents. It’s available now, in beta.

Dialogflow CX brings conversation state management to a whole new level

Lukasz Rewerenda
Principal Solutions Architect, Randstad (Netherlands)

Agent Assist for Chat is a new module for Agent Assist that provides agents with continuous support over “chat” in addition to voice calls, by identifying intent and providing real-time, step-by-step assistance. Agent Assist enables agents to be more agile and efficient and spend more time on difficult conversations, giving both the customer and the agent a better experience. It transcribes calls in real time, identifies customer intent, provides real-time, step by step assistance (recommended articles, workflows, etc.), and automates call dispositions.

For customers in regulated industries, Agent Assist can remove the risk of agents providing inaccurate information (which can happen due to high agent turnover and limited training). Agent Assist can also surface the latest discount information, deals and special offers, which can be hard for agents to keep track of as this information changes frequently. 

Custom Voice, available in beta, is a new capability for CCAI and our Text-to-Speech API that lets you create a unique voice to represent your brand across all your customer touchpoints, instead of using a common voice shared with other organizations. By taking advantage of the custom Text-to-Speech model created with Custom Voice, you can define and choose the voice profile that suits your business and adjust to changes without scheduling studio time with voice actors to record new phrases.

At Google Cloud, we are committed to ensuring that our products and features are in alignment with our AI Principles. If you are interested in Custom Voice, there is a review process to ensure that your use case is aligned with our AI principles. Learn more about Custom Voice and how to sign up here. 

Bring Google’s groundbreaking speech models on-prem

For many customers, an all-in approach to public cloud is not an option, which is why we’re extending our AI capabilities to run on-prem. Last week we announced Speech-to-Text On-Prem, the first of our hybrid AI offerings, now generally available. Speech-to-Text On-Prem gives you full control over speech data and since it runs in your own data center, it’s easy to comply with your data residency and compliance requirements. At the same time, Speech-to-Text On-Prem uses state-of-the-art speech models from Google researchers that are more accurate, smaller, and require less computing resources to run than existing solutions.

Take a look at how businesses saved costs and improved customer experience with CCAI in the new commissioned study conducted by Forrester Consulting: “New Technology: The Projected Total Economic Impact™ Of Google Cloud Contact Center AI.” To learn more about CCAI and conversational AI, see how our customers are using the solution and check out these sessions at Next OnAir:

• CCAI State of the Union (keynote)
• Measuring and Improving Speech-to-Text Accuracy (breakout)
• Transform customer service with CCAI (demo)
• See the next generation of 3-1-1 in action (demo)