When you think about climate change, you might not consider a daily commute to work or a drive around town as big contributing factors. And yet, transport is the fastest growing source of CO2 emissions from fossil fuel, which in turn is the largest contributor to climate change. This is the key insight behind the mission of Spanish carbon-neutral multinational Acciona. The group, which provides sustainable solutions for infrastructure and renewable energy projects across 65 countries, launched an electric scooter sharing service called Acciona Mobility in 2018.

Aiming to contribute to the decarbonization of the transport sector while helping relieve traffic congestion within cities, Acciona Mobility enables users to rent electric scooters powered 100% by energy from renewable sources. Users can find, reserve, and rent the scooters at the tap of their mobile screens via the Acciona Mobility application and pay on the basis of minutes spent riding. The app, which is available free to download online, is also the gateway through which new users can register for the service, which welcomes anyone with a valid driver’s license for motorbikes. After having their right to drive, identity, and card details validated, citizens can start enjoying the service, available 24 hours a day, every day of the year.

“We needed to deploy a reliable infrastructure for a new service before understanding exactly what its scale and demand would be. Our strategy was to adopt a serverless architecture that can grow with us to sustain our long-term vision. This kind of thinking led us directly to Google Cloud.”

—Jose Luis Rosell, CIO Services Division, Acciona

“Acciona Mobility is exciting because it stems from our vision to make people’s lives easier in a sustainable way,” says Jose Luis Rosell, CIO of Acciona’s Services Division. “40% of the pollution near cities comes from private transportation. We want to help solve that problem with zero-carbon, electric, multimodal transportation that’s also convenient for people to use.”

However, Jose Luis says that building the appropriate IT infrastructure to bring the new service to life required external support. “We needed to deploy a reliable infrastructure for a new service before understanding exactly what its scale and demand would be. Our strategy was to adopt a serverless architecture that can grow with us to sustain our long-term vision,” he explains. “This kind of thinking led us directly to Google Cloud.”

Developing the transportation platform of the future

Because Acciona was already a Google Cloud customer, Jose Luis and his team reached the decision to develop the new service on Google Cloud with ease, as he explains: “We had a very positive experience working closely with the Google Cloud team during Acciona’s first project on Google Cloud, and that collaborative mentality is very important for us. We feel Google Cloud is a trustworthy partner that is willing to take risks with us and is flexible enough to lead us through business uncertainty with the right technology,” he says. “So we were confident that its technology and people could help us bring the Acciona Mobility service from theory to reality.”

This time, Acciona partnered with cloud consultancy Altostratus as well, to consult on a selection of Google Cloud products that would help develop the application quickly by making use of managed services. Acciona’s strategy was to launch the new services first in Madrid, where the company is headquartered, and then spread the vision across more cities later, if the idea worked out well in practice. Due to the scale of the project and its data needs, BigQuery was chosen as the primary data warehouse to store all the information related to the service, such as the location of scooters and their availability status. With all its data readily available on BigQuery, Acciona is able to run specific queries that help it to gain insights such as which urban areas have the highest volume of scooters being rented. Knowing this, Acciona can reorganize availability to make sure there are always enough scooters in that specific location.

Integrating it with Pub/Sub and Dataflow, Acciona ensures that the data generated by scooters is ingested and processed in real time so that users searching for scooters nearby, using the Acciona Mobility application on their phones, can always have up-to-date information at hand. Using Google Maps Platform APIs such as the Directions API, Acciona’s mobile app translates the geographical coordinates of scooters into an easy-to-read address displayed beside a visual map. Using Cloud SQL, Acciona automates the storage capacity management of the database as the number of scooters and active users grow.

Meanwhile, Google Cloud Armor protects the service against cyber breaches and distributed denial of service attacks to keep it running uninterrupted. In addition, Google Cloud itself helps to reinforce the cyber security measures with secure-by-default managed services, such as data encryption. “The managed services mean more resilience and more uptime, because we don’t need to worry about maintenance or external threats,“ says Jose Luis of the solutions protecting all information generated by the new service, which as CIO is a topic he holds dearly. “I face cybersecurity issues more confidently as a Google Cloud partner,” he adds.

“Today, we have data coming in every 15 seconds from 10,000 electric scooters around Europe. BigQuery and Cloud SQL-managed services help us handle that data very carefully and with precision so that our users don’t experience any lags when searching for scooters or returning them.”

—Jose Luis Rosell, CIO Services Division, Acciona

Expanding an 100% sustainable transport solution throughout Spain

Within two months of the decision to deploy Acciona Mobility on Google Cloud, the service was ready for launch, filling the streets of Madrid with 500 electric scooters that run 100% on renewable energy. By 2020, the number of scooters has grown to 10,000 and the service has scaled to multiple cities in and outside of Spain, including Lisbon, Milan, and Rome. To date, more than 3.5 million intracity rides have used the Acciona Mobility app, reducing CO2 emissions by more than 1,000 tons.

“Today, we have data coming in every 15 seconds from 10,000 electric scooters around Europe. BigQuery and Cloud SQL-managed services help us handle that data very carefully and with precision so that our users don’t experience any lags when searching for scooters or returning them,” says Jose Luis of the fast-growing scale of the project.

“Google Cloud enables us to keep our services always available and to scale quickly to respond to its growing demand. Our ratings have been very positive as a result. More importantly, our vision of transportation as a cleaner, more sustainable commodity is really spreading and resonating with the public.”

—Jose Luis Rosell, CIO Services Division, Acciona

Set to continue expanding, Acciona is using Google Kubernetes Engine to make sure the Acciona Mobility application has the computing capacity it needs to continue scaling to reach new markets and serve more users. On that note, Google operations tools (formerly Stackdriver) are also being deployed to help monitor, troubleshoot, and improve the performance of the application as it scales.

“Google Cloud enables us to keep our services always available and to scale quickly to respond to its growing demand. Our ratings have been very positive as a result. More importantly, our vision of transportation as a cleaner, more sustainable commodity is really spreading and resonating with the public,” he concludes.

“Hello, Marks & Spencer. How may we help you?”

As one of the biggest and best-loved retail brands in the UK, Marks & Spencer (M&S) is known for the personalized service it provides to its 30 million loyal customers. For 135 years and in 57 countries around the world, M&S has worked to meet and exceed customer expectations for quality and service. Since the advent of the telephone, this has meant cheerfully servicing customers who call in to M&S branches or into their contact centers, no matter what their request might be.

“Retail is in a state of flux and M&S is transforming to better serve our customers so that we can compete and win. Automating calls into our stores with Google voice recognition gives us every opportunity to get things right for our customers and keep them coming back again and again.”

—Akash Parmar, Enterprise Architect (Digital Customer Engagement), Marks & Spencer

The company now has a goal of bringing one third of its business online by 2022. In order to engage more customers online, it has opened a new voice channel hosted on Google Cloud.

The company previously had switchboards in 13 different stores across the UK and Ireland (UKI), handling up to nine million calls a year. But as its retail offering evolved across multiple channels, it was becoming increasingly difficult to quickly and effectively answer customer service requests using an outdated switchboard model.

Customers might call in to order an outfit they had seen in a store, to inquire about returning a dress they bought online, or to recover a lost umbrella in a food hall. Each of these different requests required a different routing response from staff, and if the company didn’t act soon, it knew that the cost of managing the increase in call volume would lead to a significant cost impact. M&S decided it was time to make a technological leap forward to meet customers’ expectations in the new, omnichannel retail environment.

“Retail is in a state of flux and M&S is transforming to better serve our customers so that we can compete and win,” says Akash Parmar, Enterprise Architect for Digital Customer Engagement at M&S. “Automating calls into our stores with Google voice recognition gives us every opportunity to get things right for our customers and keep them coming back again and again.”

Boosting opportunities for customer engagement with voice recognition

M&S customers were used to dealing with their local store for anything they needed. But as stores were completely separate from the online business, customers weren’t able to purchase something they’d seen online by calling stores because the store staff didn’t have access to platforms needed to place an online order securely. For a company that places a very high importance on customer experience, this was unacceptable.

Akash Parmar, Enterprise Architect for Customer Engagement, was set a the goal by Chris McGrath, M&S Programme Manager, to ensure that the right channel and the right level of assistance was available to customers at any point before, during, or after purchase. Akash set himself the challenge of building a platform that could adapt to all of these channels and scale very quickly.

“We didn’t have the resources to build a speech recognition platform. DVELP removed that obstacle. It understood what we wanted to achieve and how Google Voice APIs and Twilio could get us there. Whatever we want, DVELP builds it for us. DVELP always presents options, never problems.”

—Akash Parmar

In 2018, Akash reached out to Google Cloud partner DVELP, one of the UK’s leading experts on the Twilio programmable contact center platform and Google speech recognition technology. DVELP recommended a Google Cloud-based natural language speech recognition platform that leverages the audio stream intent detection functionality in the Contact Center AI solution, Dialogflow, as the heart of an inbound-call-handling strategy. This strategy was designed to improve routing accuracy, give customers more self-service options, and increase analyst visibility into customer journeys.

“We didn’t have the resources to build a speech recognition platform. DVELP removed that obstacle,” says Akash. “They understood what we wanted to achieve and how Google Cloud Voice APIs and Twilio could get us there. Whatever we want, DVELP builds it for us. DVELP always presents options, never problems.”

Using Google speech recognition to improve customer experience

M&S wanted to use natural language to enable customers to speak and state what help they required rather than choose from a list of options. This would help them answer the millions of calls coming in and figure out what customers needed quickly.

In order to do that, DVELP needed to consider how best to address tying customer intent to actions, while maintaining flexibility. DVELP recommended the unconventional choice of not referencing intent in the application layer, but mapping the available actions to the information required to perform them. These actions were then used to build a “declarative dictionary” for the customer service team.

By focusing on actions rather than intents, the solution enables the customer services team to configure actions to intents in virtually any combination of key-value pairs. Leveraging the fact that Dialogflow can detect and respond to customer intents in real time, M&S has already reached 92% accuracy in translating customer declarations to actionable intents.

“With Google Cloud speech recognition and Contact Center AI solutions such as Dialogflow, there’s no information that we can’t make sense of. No matter where you call from, who you are, your age, your gender: you speak, and we understand.”

—Akash Parmar

Akash recalls that once customers became comfortable with the prompt, “in a few words, how may we help you?” they started providing simple, concise responses, and the customer learning curve quickly leveled out. At that point, Google Cloud speech recognition and Dialogflow took over. “The technology worked perfectly and the result was like magic,” says Akash.

“With Google Cloud speech recognition and Contact Center AI solutions such as Dialogflow, there’s no information that we can’t make sense of,” he says. “No matter where you call from, who you are, your age, your gender: you speak, and we understand.”

Enabling self-service contact center improvements with Dialogflow

It was important to M&S that contact center employees be self-sufficient in updating the platform to reflect changes in demand. They needed to be able to easily react to a spike in inquiries about a special offer, for example, without relying on the engineering team. At the same time, neither Akash nor the DVELP team wanted the staff to have to learn error-prone JSON inside contexts, or write responses in order to get necessary information from customers.

DVELP’s creative solution was to fill out the “Action and parameters” section of every intent. This is usually reserved for collecting information from customer declarations, but was also easily adapted to implementing custom key-value pairs. This is particularly helpful in making sure that the contact center is ready to handle new promotions as they arise. As sales and special events are communicated to the contact center from the head office, staff can program specific vocabulary directly into Dialogflow, thanks to Contact Center AI, ensuring that the M&S system is immediately ready to handle related customer calls.

Rolling out the platform to the UK and Ireland

In just a few months after going live, calls are being efficiently routed to the contact center and its existing customer service platform. At the contact center, staff can quickly and easily respond to customer requests, place orders, and process returns. Thanks to the natural language capabilities of Google Cloud, a simple customer request like “order the red children’s dress in the Bath high street window in size six” not only gets correctly routed, but provides data points for future personalized interactions.

Being able to accurately recognize customer intent 92% of the time after less than four months since deployment is an important milestone for M&S. With a concurrent 89% voice-to-text accuracy rate for Dialogflow transcriptions, M&S has rolled out the successful speech recognition platform to all of its stores in UK and Ireland and customer service contact centers.

Akash is so pleased with the performance of the new Google Cloud platform that he’s focusing on what new functionality he can add next to improve customer experience even more.

“We’re working on collecting product codes from customers using natural language so we can give them stock availability details,” he shares. “We also want to use Google Cloud to enable a more conversational experience when customers are searching for help or FAQs on our website. At the same time, we’re looking at Contact Center AI and Dialogflow to provide a virtual assistant experience for our webchat journey. Thanks to our new voice solution, we can clearly understand the key issues that our customers face on a day-to-day basis; the aim now is to start solving these issues through self-service and automation.”

The music industry is rapidly changing. Only 20 years ago, the availability of music and the infrastructure that was required to make an album a sales success were incredibly complex and expensive. With the decline of physical sales and a fundamental shift to digital, music streaming now accounts for more than half of all sales globally.

At the same time, technology has democratized music-making; in many ways, it has made the musical landscape more diverse. Artists can upload their music with the click of a button. But while it’s easier for creators to share their songs with audiences, getting paid has become more fragmented.

Although music is booming, people no longer buy it outright. Instead, listeners download music digitally or subscribe to streaming services to have their libraries with them at all times. To monetize digital content effectively, artists need to know when, where, and how often their songs are played on each service. To help them navigate this complicated royalties landscape and maximize their profits, Berlin-based international music company BMG provides customized, transparent, and fair services to songwriters and artists.

With publishing and recording divisions under one roof, the subsidiary of international media giant Bertelsmann works with both emerging artists and established stars, including John Legend, Kylie Minogue, Mick Jagger, and Keith Richards. With the MyBMG web and mobile application, clients can view and analyze their royalty details in real time and collect payment. When a new record is released, BMG uses data to maximize its impact and revenue for its creators.

“We make sure that everyone who uses our clients’ music knows who needs to be paid the associated royalties, then we collect these royalties and share them out quickly and transparently,” explains Sebastian Hentzschel, Chief Information Officer at BMG. “When our artists release new music, we make sure that it’s marketed and promoted effectively around the world.”

“We needed a scalable solution for our royalty workloads that was intuitive for our developers. We also wanted a partner, not a client-vendor relationship. With autoscaling via BigQuery, excellent customer support, and a clean and simple user interface, Google Cloud ticks every box for us.”

—Gaurav Mittal, Vice President Group Technology, BMG

Getting up to speed with a new way of paying artists

In this digital world, artists aren’t just paid every time a fan buys an album—they’re paid a small amount, or royalty, for each song downloaded or streamed by a listener. So, when the industry shifted to digital, the volume of data that BMG needed to handle grew exponentially. “One CD sale is equivalent to about 1,500 streamed songs or plays,” says Gaurav Mittal, Vice President Group Technology at BMG. “That means IT departments have to process 1,500 times the amount of data to calculate payments for artists, and this makes scalable micropayment processing very important.”

Until 2019, BMG’s infrastructure was entirely hosted on-premises. Hardware limitations made it challenging to scale on-demand, making it harder to handle the data peaks that royalty processing can bring. “With our on-premises infrastructure, we were going to hit a ceiling in a few years,” says Gaurav. “We still managed to process royalty payments for our clients, but it was increasingly time consuming and expensive. To keep focusing on our clients, rather than our infrastructure, we decided to migrate to Google Cloud.”

From the outset, Gaurav and his team had a clear vision for the partnership: “Most importantly, we needed a scalable solution for our royalty workloads that was intuitive for our developers. We also wanted a partner, not a client-vendor relationship,” he says. “With autoscaling via BigQuery, excellent customer support, and a clean and simple user interface, Google Cloud ticks every box for us.”

Keeping artists happy with business-as-usual payouts during migration

To move applications to the cloud while keeping payment cycles on track for its artists, BMG teamed up with Google Cloud partner Rackspace Technology. “We selected Rackspace Technology because it combines strong technical muscle and a global footprint, with the customer service of a local boutique firm,“ shares Gaurav.

BMG’s own technology team put together the outline for the Google Cloud architecture, which they passed on to Rackspace Technology for optimizations and the ultimate stamp of approval. Whenever Gaurav and his developers needed support, Rackspace Technology was ready to go. “So far, we’ve migrated 17 applications successfully, and Rackspace Technology has been 100% spot-on with each suggestion,” says Gaurav. “I can’t recall a single flaw in a Rackspace Technology-approved architecture, and that really says something.”

When BMG began its migration in August 2019, the team developed an ambitious two-year plan. Only 14 months later, however, the project is more than 75% complete. Among the solutions that BMG is using today are Cloud Storage to securely store 130 TB of data, and Cloud SQL as its standard database technology. The web applications run on Compute Engine, App Engine, and Google Kubernetes Engine.

“After successfully moving a few applications, it was clear that with the strong teamwork of BMG and Rackspace Technology, together with the ease of use of Google Cloud, we could speed up the project without sacrificing quality,” says Gaurav. “We’re set to complete our migration six months before schedule, helping us to quickly move out of our hybrid environment.”

“Our income-tracking teams are very savvy on the data, and the simplicity of Google Cloud empowers them to self-serve analytics, rather than wait for IT. Our teams are much more productive.”

—Gaurav Mittal, Vice President Group Technology at BMG

Royalty reporting and processing with BigQuery and Dataproc

So far, all of BMG’s critical workloads are up and running on Google Cloud. Royalty calculations, for example, which require incredible processing power and the collection of many micropayments to ensure full and timely payout, run entirely on Dataproc with output stored on BigQuery for downstream integration and reporting.

Enabling more harmonious workflows through self-serve analytics

As the new beating heart of BMG’s royalty reporting, BigQuery changed the rhythm of collaboration company-wide. In the past, income tracking teams had to contact IT departments if they needed deeper data insights for their work. By integrating Data Catalog with BigQuery, BMG has made the data more accessible to all teams. This helps them detect missing income and new revenue streams independently, maximizing profits for artists.

“Our income-tracking teams are very savvy on the data, and the simplicity of Google Cloud empowers them to self-serve analytics, rather than wait for IT,” says Gaurav. “Our teams are much more productive.”

“Google Cloud enables us to be more client focused and deliver better features faster. We believe it’s just the beginning. We offer rights and royalty services for music publishing, recorded music, neighboring rights, and books. Without scalability limitations, it’s absolutely conceivable to offer our platform as a service to other companies or industries, such as gaming. Google Cloud has opened a world of possibilities.”

—Sebastian Hentzschel, Chief Information Officer, BMG

With a leaner IT environment, BMG can focus its effort on the needs of its clients. Beyond improvements in royalty processing, it can concentrate on app development, releasing new features and enhancements more frequently. By hosting applications on Google Kubernetes Engine, App Engine, and Compute Engine, BMG has built a CI/CD pipeline with automated deployments and testing to significantly speed up workflows.

“In our old system, it could take several weeks to set up an environment,” says Gaurav. “With Google Kubernetes Engine, any of our developers can complete the process in a few clicks. Having that autonomy makes our developers more motivated and self-driven.”

“Google Cloud enables us to be more client focused and deliver better features faster,” adds Sebastian. “We believe it’s just the beginning. We offer rights and royalty services for music publishing, recorded music, neighboring rights, and books. Without scalability limitations, it’s absolutely conceivable to offer our platform as a service to other companies or industries, such as gaming. Google Cloud has opened a world of possibilities.”

With the migration almost complete, BMG is looking forward to its next technology project. It plans to leverage AutoML to further scale and automate royalty tracking with machine learning. On the marketing side, advanced analytics will help BMG determine the effectiveness of promotional campaigns around the world, further increasing profits for artists. By connecting Google Data Studio to BigQuery, BMG will increase the quality of its analyses, helping musicians better understand the reach of their music around the world.

In the end, Gaurav shares, helping musicians is what it all comes down to. “We’re a new kind of music company because we build our services around our artist, songwriter, and publisher clients, not the other way around,” he says. “Google Cloud is helping us maintain strong relationships with our clients, and that’s music to our ears.”