Showing posts with label Cognitive Intelligence. Show all posts
Showing posts with label Cognitive Intelligence. Show all posts

Saturday 27 July 2019

How AI is Changing the Game For Knowledge Workers

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Have you ever wanted to ditch your mobile device, step back into the pre-internet everywhere era and pop on a Depeche Mode cassette? Yeah, me either. But for knowledge workers dealing with a constant stream of notifications and requests, stepping back a few decades might seem like a welcome reprieve. Luckily, artificial intelligence (AI) and machine learning are transforming the way we work and it’s not only leading to better outcomes, but more importantly, making our work life a little more pleasant.

“A Question of Time”


Today we can collaborate with anyone in any location but building relationships with our colleagues and focusing on higher value initiatives often takes a back seat to the day’s urgent request. In addition, the technology that’s meant to help us get our jobs done can themselves become barriers. Take a common virtual meeting, for example. Today, 85% of people experience online meeting problems and 42% felt frustrated in the last week because they could not easily join an online meeting. This software is meant to make our jobs easier and improve collaboration, but it’s not meeting our expectations. Even worse, these minor frustrations can add up to a lot of wasted time.

“The Landscape is Changing”


Enter AI and machine learning. While we’re a far way off from HAL 9000, there are market-proven AI capabilities that are being leveraged today to improve collaboration. This new form of collaboration, termed cognitive collaboration, is one where the machines are involved in the process — removing mundane tasks and facilitating a more human experience.

With capabilities like AI assistants and bots which help to facilitate and automate tasks and relationship intelligence that serves up information on meeting attendees, cognitive collaboration is transforming the virtual meeting experience.

“People are People”


According to a new survey by Dimensional Research, 72% of respondents said their meetings generally start late. When asked about why, some of the most popular responses were that they encountered:

◈ Problems joining the meeting (57%)

◈ Desktop or application sharing issues (43%)

◈ Background noise impairs the meeting (41%)

Imagine a world where everyone was prompted by a virtual assistant to join their meeting and all they had to respond was “Ok Webex, join my meeting.” No fumbling for a join code, no dial-in.

Or how about using your voice to share your screen and if you start typing away to respond to an urgent message, it’s automatically detected and your audio line is suppressed? These capabilities aren’t a future state — they are here today and are a core part of Webex Devices and Meetings.

While Webex Assistant will help your meetings run more efficiently, once you’re in the meeting, AI-generated people and company profiles will take your collaboration experience to the next level.

People Insights provides detailed profiles right in Webex Meetings, allowing us to discover shared interests and backgrounds and helping us get to know the people we meet with a little better. Not sure who someone is in the meeting? Check out their profile. Curious to see who the new person in your organization reports to? Reporting structure is a click away.

Today, over 80% of people spend up to 5 hours a week researching the people they’re meeting with — when the information you’re looking for is presented to you when you need, that’s a lot of time you can get back in your day. I’m not the only one excited about this. In a recent survey, 4 out of 5 respondents say having background information on people in the meeting would increase the meeting effectiveness. Beyond the meeting, it is helping to foster better relationships which can lead to improved team synergies and better outcomes.

“Enjoy the Silence”


These cognitive collaboration capabilities are game changers for knowledge workers, but it’s just the tip of the iceberg. As these capabilities continue to become interwoven into the collaboration platform and new AI-enabled features emerge, the in-meeting experience will rival, and maybe soon surpass, in-person collaboration. And at the end of the day, maybe that means you get a chance to enjoy the silence for a bit (cue the cassette).

Sunday 7 July 2019

Finding From Our Research Show Cognitive Collaboration is Needed and Wanted Now

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For many business professionals, meeting collaboration tools have become critical to accomplishing their core goals and tasks every week. But are they effective enough?

Cognitive Collaboration Tools


Cisco recently partnered with Dimensional Research and surveyed 1501 business professionals globally from companies of all sizes on their use of and experiences with meeting collaboration solutions.

Given the critical connectivity online meetings provide, it’s concerning that 85% of respondents experience online meeting problems and 42% reached a level of frustration in just the last week. These are not rare occurrences as the research finds that nearly a quarter spend 50% of their time each day in meetings, while over 60% of all participants spend 2 or more hours in online meetings every day. The impact of an inadequate meeting solution is that in addition to frustrating users, it can waste significant amounts of time and lead to less productive meetings, a loss for both the individuals and the business.

But it’s not all doom and gloom. 89% of respondents said they want a cognitive collaboration solution to solve these issue with 50% willing to argue with their boss to get it.

Cognitive collaboration provides context and intelligence that’s woven throughout all collaboration experiences and involves AI-driven capabilities like virtual assistants and meeting attendee intelligence.

Virtual Assistants and Attendee Intelligence


Today most benefit from using Siri, Alexa, or Google’s virtual assistant to accomplish tasks such as calling or texting a friend, setting a reminder, or adding an item to a ‘to do’ list. Most have these virtual assistants on their phone, computer and in their home and know the value they bring. Not surprisingly, 87% of business professionals see direct value from including a meeting virtual assistance into their meeting collaboration tools. Even more professionals (89%), want their meeting tool to be smart, proactively providing information to meeting participants based the context of the meeting subject and attendees.

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Attendees? Sure. When meeting with someone new, many professionals attempt to research more about them to become more knowledgeable and to make the meeting more effective. In fact, 81% stated that meeting effectiveness increases with attendee background information. For most business professionals this is often a quick check on LinkedIn. However, 66% shared that information on LinkedIn is insufficient for their needs. This leads to more time searching for information or just being less prepared for the meeting. Proactively providing thorough attendee and company information within a cognitive collaboration solution would be a boon to meeting hosts and attendees.

Intelligent Action Taking


Most meetings involve reviewing or referencing documents, discussing past action items and establishing new ones. 93% of participants believe that having current action items easily visible for all meeting participants, as well as instant access to relevant documents, would increase meeting effectiveness. This is something a cognitive solution could provide, along with tracking and displaying current action items and their progress.

The solution could also manage access to all relevant documents from within the solution, making it simple to share or find key documents as necessary. The research finds that 90% of business professionals indicated action item completion would increase with automated tracking and status reminders, and an intelligent meeting assistant could be asked to create and assign new action items, find a document, or start a quick collaboration session.

The Move to Cognitive Collaboration


Many workers find comfort in the tools they use every day: they know how a tool works and how to get things done. The time to learn and adopt to a new tool can be disruptive but 88% of participants are willing to switch tools to adopt a new solution with capabilities that a cognitive collaboration meeting solution could provide. The reality is their current tool is not meeting their expectations and frustrating them. In fact, nearly 9 out of 10 respondents stated they want to use cognitive collaboration solutions as soon as possible. With the potential benefits of a cognitive solution with an intelligent meeting assistant, it’s time for a change.

Monday 17 June 2019

Bringing Reality to the Cognitive Contact Center

Artificial Intelligence, Cloud Analytics, and Collaboration Create Cognitive Experiences in the Contact Center


Every interaction between your contact center agents and your customers is a reflection of your brand – positive, negative, or neutral. According to a study by PwC, in the U.S. one bad experience alone will drive 32% of your customers away – even if they love your brand. That figure increases in Latin America to 49%.

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We all want our customers to love our brand. So how do we avoid those bad experiences? How do we establish customer relationships and then grow and nurture them to make the next situation a better one – a more proactive, thoughtful, intelligent, and authentic one.

Our answer is by creating cognitive customer and agent experiences. This week at Cisco Live, my team and I will be spending time with our customers and partners demonstrating our solutions, discussing our vision, and sharing our ideas on what it means to have a cognitive and collaborative contact center.

Making it Cognitive


Cognition is what allows us to function as humans. Through cognition we’re able to better understand each other along with all the complexities of communication, evaluate and make judgments, reason our way through problems, and formulate appreciation. Our vision at Cisco is to change the world’s customer and agent experiences – and bringing cognition to those experiences is one of the best ways in which we can help you do that.

Empowering Your Agents


Three weeks ago I shared my view on the myths surrounding artificial intelligence’s role in the contact center. One misconception about AI is that it will replace people or eliminate jobs altogether. AI will likely have a greater role in augmenting, vs. replacing live agent assistance.

Your agents are the front line of your business and their daily interactions with your customers are essential to building meaningful and healthy long-term relationships. As with any relationship, your agents must demonstrate interest, understanding and empathy every time they interact with customers. They’re under pressure to turn potentially bad customer experiences into great ones. So investing in your agents makes good business sense. Companies are spending 1 trillion dollars worldwide a year, trying to understand and shape the journeys of their customers. However, what’s astounding is that companies spend 1000 times less on understanding their employees. Enabling artificial intelligence to work hand-in-hand with your agents is the best combination to helping them succeed.

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Let’s take a look at a medical insurance company. Customers interact mostly through the company’s web portal. When the customer engages via chat, the chat interaction is handled by a Bot which is used to provide self-service and qualify the request. When the Bot recognizes a word or phrase indicating the need for a human agent, the Bot escalates the chat to a team of agents in a team collaboration workspace. The first agent to respond “yes” gets connected to the customer chat by the Bot. The agents don’t have any medical experience; they’re not doctors. But they have enough training and skill to handle first line questions. During the chat, AI is listening, and automatically displaying for the agent relevant articles and other pertinent information such as medical term definitions in real-time. However, during the chat, the agent needs expert advice from a medical professional. Without leaving their agent experience, the agent can easily find and reach a trained professional and collaborate about the customer request, while still chatting with the customer. The agent is able to answer the customer’s question on the first contact, and the customer leaves delighted from their experience.

This is a perfect example of agent augmentation – not replacement. Background intelligence is working hand-in-hand to augment the agent’s ability to serve their customer well. The Bot offloaded the initial simple task from the agent. Then the agent received AI assistance and human assistance in order to complete the engagement with the customer.

This powerful combination of AI, APIs, data analytics, contact center, and collaboration technology is the unique value Cisco brings to our customers.

A Compelling Portfolio


One more thing. I’m excited to announce that we’ll be joining the industry-recognized Webex family by renaming our cloud-based Customer Journey Platform solution to Webex Contact Center. Webex is our native cloud collaboration brand worldwide known for its reliability, scalability, security, and innovation – exactly the characteristics of our Webex Contact Center solution. This unique portfolio provides our customers a complete unified collaboration suite with calling, messaging, meetings, team collaboration, devices, and now contact center.

Wednesday 12 June 2019

Webex: Create Smarter and More Personalized Meeting Experiences

We unveiled some new, innovative features that automate and simplify steps in the meeting process, so you can make the most of your meeting time. We want to improve the meeting experience for everyone — from the host, to your attendees, and even IT. Our goal is to help make meetings smarter, more productive, and more personalized. Through Cognitive Collaboration, you can gain greater insights and build deeper connections for team collaboration.

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Get Profiles About Who You’re Meeting


One way we are making meeting smarter is with People Insights which helps you quickly learn about anyone in the meeting. We announced People Insights in March and it is generally available to customers this month for the desktop app, mobile app and web page. I like this feature because it saves me from having to spend hours doing Google searches and scouring the Web for other sources of information. It works by creating a rich, dynamic profile of everyone who joins your meeting and displays that information in the Webex Meetings participant panel. Meeting participants can edit the information that’s displayed about them through the settings page. Things like photos, bios, news articles, social links, and directory data (if you are in the same company) are aggregated and available for quick viewing.

Put a Name to Every Face in the Meeting


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Another way we are making your meeting smarter is with the use of facial recognition. When you use a Webex device for your meeting, the system scans the faces of anyone showing up on the video and is able to not only calculate also but identifies participants by name. It starts with a profile picture that meeting participants submit on the settings page. The Webex device then logs the picture and gives it an identifying number, which represents the participant. When you’re in a meeting, the system will scan the faces of meeting participants and use the same algorithm to calculate an identifying number for the participants. The information is encrypted and then matched against the numbers stored.

Never Miss an Action Item From the Meeting


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Transcription in Webex Meetings is another feature. I use it when I need to recap what was said in the meeting or follow up on critical action items. It works by using natural language processing to deliver high-quality transcripts of your Webex Meeting recording. When you record a Webex Meeting, a transcription is saved and will appear during recording playback. You can search for text in the transcript to verify what was said, and when. All I have to do is search the recording for keywords – like my name, for example – and I can quickly review any actions assigned to me or my team.

Deeper Integrations and Interop with Your Collaboration Workflow Tools


At Cisco, we are always looking for ways to build bridges between Cisco and other collaboration solutions you may choose to use every day. That’s why we’ve upped the ante on interop too, by offering more integrated and intelligent experiences with 3rd party tools, from Microsoft, Google, Jira, and Zapier in this latest release.

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For example, we improved sharing content in Webex Meetings from within Microsoft Office apps. And starting Personal Meeting Room (PMR) and recording notifications within Microsoft Teams has never been easier. The Microsoft O365 add-on recognizes meetings scheduled from Exchange for automatically synching schedule changes.

We’ve also added improvements for G-Suite users in phase two of our integration work with Google. Important features like scheduling your PMR and ad-hoc meetings, as well as advanced settings like templates, alternate hosts, audio type, and call-in details are available in the add-ons framework. Check them out soon in the Webex meeting settings, inside the Google Calendar interface. In addition, we are now integrated with Google home devices so now you can ask, “Google, what’s my meeting schedule today” or “please play my recording.”

Improve User Management for IT


And we can’t forget IT, an important persona in improving workplace experiences. We’ve made some additional improvements to Webex to help IT manager and make the most of the Webex management experience.

We expanded global audio coverage so more people can dial into Cisco Webex Meetings seamlessly through the public switched telephone network (PSTN). Your users now have access to the broadest global PSTN coverage of any other web conferencing provider, covering nearly 200 countries across all audio plans. This global coverage expansion allows you and your meeting participants to join with PSTN audio from more countries than ever. This increase represents 11 new countries included in our base Webex Flex Meetings offer at no additional cost, and the remaining countries were added to our usage audio offer for additional toll and toll-free coverage.

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Last but not least, Webex Control Hub is a single pane of glass that give IT not just diagnostics, but also the ability to manage users and services. You can drill down on analytics at the individual participant level for detailed, continuous analytics on how an end user’s device is behaving or look at usage to determine whether or not certain services are
valuable or need further investment. In this management portal, you can also provision, administer, and manage Cisco Webex services and Webex Hybrid Services, such as Hybrid Call Service, Hybrid Calendar Service, Hybrid Directory Service, and Video Mesh.

These are just some of the ways we are improving the meeting’s experience.

Wednesday 2 January 2019

Cognitive Intelligence: Empowering Security Analysts, Defeating Polymorphic Malware

In psychology, the term “cognition” refers to a human function that is involved in gaining knowledge and intelligence. It helps describe how people process information and how the treatment of this information may lead to various decisions and actions. Individuals use cognition every day. Examples as simple as the formation of concepts, reasoning through logic, making judgments, problem-solving, and achieving goals all fall under the purview of this term.

In cybersecurity, applying the principles of cognition helps us turn individual observed threat events into actionable alerts full of rich investigative detail. This process improves over time through continuous learning. The goal is to boost discovery of novel or morphing threats and streamlining of the cybersecurity incident response. The work of the security operations teams can be vastly optimized by delivering prioritized actionable alerts with rich investigative context.

Enhancing Incident Response


Let’s take a moment to think of the tasks that a security team performs on a day-to-day basis:

◈ Looking through ever-increasing numbers of suspicious events coming from a myriad of security tools.
◈ Conducting initial assessments to determine whether each particular anomaly requires more investigation time or should be ignored.
◈ Triaging and assigning priorities.

All of these actions are based on the processes, technology, and knowledge of any particular security team. This initial decision-making process by itself is crucial. If a mistake is made, a valid security event could be ignored. Or, too much time could be spent to investigate what ends up being a false positive. These challenges, coupled with the limited resources that organizations typically have, as well as complexities associated with attack attribution, may be daunting.

That’s why security teams should embrace automation. At Cisco, we’re committed to helping organizations step up their game through the use of our Cognitive Intelligence. This technology allows correlating telemetry from various sources (Cisco and 3rdparty web proxy logs, Netflow telemetry, SHA256 hash values and file behaviors from AMP and Threat Grid) to produce accurate context-rich threat knowledge specific to a particular organization. This data, combined with the Global Risk Map of domains on the Internet, allows organizations to confidently identify variants of memory-resident malware, polymorphic malware with diversified binaries, and in general any innovative malware, that attempts to avoid detection by an in-line blocking engine.

As a result of automation like this, less time needs to be spent on detailed threat investigations to confirm the presence of a breach, identify the scope and begin triage. And that will in turn dramatically help mitigate the shortage of skilled security personnel by increasing the effectiveness of each analyst.

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Example of a Confirmed Threat Campaign

In a sense, Cognitive Intelligence algorithms mimic the threat hunting process for observed suspicious events. It identifies combinations of features that are indicative of malware activity, in a similar fashion that an incident responder would do, starting with relatively strong indicators from one dataset and pivoting through the other datasets at its disposal. The pivot point may lead to more evidence, such as behavioral anomalies that help reinforce the infection hypothesis. Alternatively, the breach presumption may fade away and can either be terminated very quickly or re-started when new data becomes available. These algorithms are similar to incident response playbooks used by Cisco CSIRT and other incident response teams, but operate on a much larger scale.

What’s New in 2018: Probabilistic Threat Propagation


One of the example algorithms that we call Probabilistic Threat Propagation (PTP) is designed to scale up the number of retrospectively convicted malware samples (threat actor weapon), as well as the number of malicious domains (threat actor infrastructure) across the Cisco AMP, Threat Grid, and Cognitive knowledge bases.

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Probabilistic Threat Propagation in a Nutshell

PTP algorithm monitors network communications from individual hashes to hosts on the Internet and constructs a graph based on the observed connections. The goal is to accurately identify polymorphic malware families and yet unknown malicious domains, based on the partial knowledge of some of the already convicted hashes and domains. The key here is that malware authors often reuse the same command-and-control (C2) infrastructure. Hence the C2 domains often remain the same across polymorphic malware variants. At the same time, these domains are usually not accessed for benign purposes.

For example, if an unknown file connects to a confirmed malicious domain, there’s a certain probability that this sample is malicious. Likewise, if a malicious file establishes a connection to an unknown domain, there’s a probability for this domain to be harmful. To confirm such assumptions, Cisco leverages statistical data surrounding the domain to determine how frequently it’s accessed, by which files and so on.

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Graph built by Probabilistic Threat Propagation Algorithm

The capability that we have introduced helps security analysts track and detect new versions of malware, including polymorphic and memory-resident malware, given the fact that C2 infrastructure remains intact. Similarly, this method is capable of tracking migrations of attacker’s C2 infrastructure, given the knowledge of malicious binaries which belong to the same malicious family. Cognitive Intelligence helps leverage specific telemetry from a stack of security products (file hashes from AMP, file behaviours from Threat Grid, anomalous traffic statistics and threat campaigns from Cognitive). That allows Cisco to model threat actor behaviors across both the endpoint and the network to be able to better protect its customers.

Probabilistic Threat Propagation algorithm also provides additional sensitivity to file-less malware (that doesn’t have file footprint on the disk of the system) and process injections. Such infections can be detected when a legitimate process or a business application starts communicating with domains associated with C2 infrastructure, that other malicious binaries predominantly contacted.

The beauty of this capability is that it runs offline in the Cisco cloud infrastructure, and therefore does not require any additional computational resources from customers’ endpoints or infrastructure. It simply works to provide better protection and the increased count of retrospective detections for novel variants of known malware.

Measuring Results


This blog entry wouldn’t be complete if we didn’t speak about the initial results, that just this single algorithm delivers. From a single malicious binary, Probabilistic Threat Propagation algorithm is able to identify tens if not hundreds of additional binaries that are a part of the same threat family and that also get convicted as a part of this analysis. Similarly, with this new mechanism of tackling polymorphism, we will generally be able to identify tens of additional infected hosts affected by a polymorphic variant of a particular threat. That is especially rewarding when it comes to measuring the positive impact on Cisco customers.

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Scaling threat detection efficacy with Probabilistic Threat Propagation

Cisco AMP for Endpoints and other AMP-enabled integrations (AMP for Email Security, AMP for WSA, AMP for Networks, AMP for Umbrella) leverage AMP cloud intelligence to provide improved threat detection capabilities boosted by the PTP algorithm.