Slides of Keynote Talk at Fifth Australasian Symposium on Service Research and Innovation, February 2016.

1. © 2015 IBM Corporation
Hamid R. Motahari-Nezhad
IBM Almaden Research Center
San Jose, CA
The Future of Services and BPM: The Journey to Cogs
and Cognitive BPM
Keynote at
ASSRI Symposium – Sydney 19 February 2016

2. © 2013 IBM Corporation
COGNITIVE
The Future of Computing is …..
2

3. © 2013 IBM Corporation
Cognitive is emerging as a new computing paradigm
Tabulating
Systems Era
Programmable Systems Era
Cognitive
Systems Era

4. © 2013 IBM Corporation
Cognitive Era
4
Discovery & Recommendation
Probabilistic
Big Data
Natural Language as the Interface
Intelligent Options

5. © 2013 IBM Corporation
Understands
natural language
and human
communication
Adapts and learns
from user
selections and
responses
Generates and
evaluates
evidence-based
hypothesis
Cognitive System
1
2
3 Cognitive Systems do actively
discover, learn and act
A Cognitive System offers computational capabilities typically based on Natural Language Processing (NLP),
Machine Learning (ML), and reasoning chains, on large amount of data, which provides cognition powers that
augment and scale human expertise
Watson

6. © 2013 IBM Corporation
Towards Computing-At-Scale as the Shared Characteristic of Recent Advances
6
Scalable Computing over
MassiveCommodity Hardware
Building Stronger
Super Computers
Cloud Computing
Crowd Computing
Advanced individual
algorithms
Mass computing applied to AI Complex array of algorithms applied to make
sense of data, and offer cognitive assistance
Big
Data
Individual
MLAlgorithm
Cognitive Computing

7. © 2013 IBM Corporation
The Future of Work is Cognitive
7
The Evolution of Collaboration Technology In the Enterprise
The Rise of
Intelligent
Personal
Assistant

8. © 2013 IBM Corporation
Intelligent Assistance and Related Technology – App Landscape
8
IPSoft’s
Amelia

9. © 2013 IBM Corporation
We have seen just the tip of the iceberg…
9
Gartner Technology
Hype Cycle - 2015

10. © 2013 IBM Corporation
Mega Trends in the Enterprise
§ Messaging Apps are becoming de facto communication mechanisms with the enterprise
– Slack, Confide, TigerText, Eko, Red e App
– Could be the new interface with interacting with Apps, in short term
10
Credit:
James
Martin/CNET
§ The End of Apps (Web Browsing), as we Know It
– Interaction via natural language - In/out (Chat Bots, towards Cognitive Assistants)
– Notifications on Mobile, which is an asynchronous outputs
Bot Platform
§ Dark Data: "the information assets organizations collect, process and store
during regular business activities, but generally fail to use for other
purposes.“, Gartner
– Unstructured data – “dark data” – accounts for 80% of all data generated
today, and
– By 2020, the amount of dark data is expected to grow to over 93%.

11. © 2013 IBM Corporation
FROM SERVICES TO COGS, AND TO COGNITIVE
BPM
What these transformations mean for Service
Computing and BPM?
11

12. © 2013 IBM Corporation
Service Computing: From API to CCL
§ The End of using API for Programming Business Logic
– APIs will be used to initiate Cogs (Intelligent Bots)
– The Business Transaction to be performed in Conversations with Cogs
§ Cogs representing Providers/Consumers,spanning over a spectrum:
– From Cogs taking over the interface of existing Apps
– To Cogs codifying and understanding the business logic and engaging in
conversations to transact
§ Cog Conversation Language (CCL)
– CCL should provide support for defining a rich natural language conversations for a
Cog to deliver business functionalities to the users (other Cogs, and Humans)
• The Language to Program Cogs
• An initial example is Watson Dialog Services Template Language
12
Source: blog.cloudsecurityalliance.org

13. © 2013 IBM Corporation
The notion of Service/People Composition to be Re-Defined
§ In current Hybrid composition/mashup (People,
Services) methods:
– Services are represented with API calls
– People are integrated with Human Tasks (GUI
is the interaction paradigm)
– Composition methods are finding deterministic
models of interactions, defined apriori
§ We are moving towards dynamic composition of
cogs and human in which
– Cogs are participating in NL conversations
– Human are approached through messaging
and natural language
– Composition are performed dynamically during
the conversation,require non-deterministic
models, defined in online and on-demand
model
13
Weather
Cog
Health
Agent
Personality
Insight Cog.
Provider
Cogs
Travel Cog 1
Travel Cog 2
Planning a Vacation
Trip
Considering preferences,
experience, conditions, cost,
Availability, etc.
Mediated and facilitated by Cogs
Human-Cog interaction
Cog-Cog interaction
Natural Language
Natural Language, CCL,
(ACL, KQML, etc.)?
ACL: Agent Communication Language, KQML, etc.

14. © 2013 IBM Corporation
The App Composition (Mashup) is already moving away from explicit API calls
§ Implicit Data Sharing with the notion of Central Shared Context on
Mobile Platforms
– Events
– Notifications
– Metadata descriptions
§ Google Now on Tap (implicit integration)
– Central Shared Context
§ Apple Proactive
14

15. © 2013 IBM Corporation
Historical and Future Perspectives on BPM
15
Databases
BackendSystems
Layer
Self-Generating Integration
SAP using
java
API
Web
Service
API
Excel using
com
API
MSMQ using
com or java
API
Databases using
jdbc
API
Business
Rules
Layer
Production
Business Level
Objects
Business Level Objects
Inv oices
Business Lev el
Obj ects
AFE’s
Business Level
Objects
Anything
Business Level
Objects
Process
Layer
Any Process
General Workflow System and UserInteractionsCalculation
Interface
Layer
Web
Service
Presentation Presentation
XML
API
BackendSystems
Layer
Self-Generating Integration
SAP using
java
API
SAP using
java
API
Web
Service
API
Web
Service
API
Excel using
com
API
Excel using
com
API
MSMQ using
com or java
API
MSMQ using
com or java
API
Databases using
jdbc
API
Databases using
jdbc
API
Business
Rules
Layer
Production
Business Level
Objects
Business Level Objects
Inv oices
Business Lev el
Obj ects
AFE’s
Business Level
Objects
Anything
Business Level
Objects
Process
Layer
Any Process
General Workflow System and UserInteractionsCalculation
Interface
Layer
Web
Service
PresentationPresentation PresentationPresentation
XML
API
XML
API
BPMS
TQM
General Workflow
BPR
BPM
time
ERP
WFM
EAI
‘85 ‘90 ‘95 ‘05‘00‘98
IT Innovations
Management Concepts
DatabasesDatabases
BackendSystems
Layer
Self-Generating Integration
SAP using
java
API
Web
Service
API
Excel using
com
API
MSMQ using
com or java
API
Databases using
jdbc
API
Business
Rules
Layer
Production
Business Level
Objects
Business Level Objects
Inv oices
Business Lev el
Obj ects
AFE’s
Business Level
Objects
Anything
Business Level
Objects
Process
Layer
Any Process
General Workflow System and UserInteractionsCalculation
Interface
Layer
Web
Service
Presentation Presentation
XML
API
BackendSystems
Layer
Self-Generating Integration
SAP using
java
API
SAP using
java
API
Web
Service
API
Web
Service
API
Excel using
com
API
Excel using
com
API
MSMQ using
com or java
API
MSMQ using
com or java
API
Databases using
jdbc
API
Databases using
jdbc
API
Business
Rules
Layer
Production
Business Level
Objects
Business Level Objects
Inv oices
Business Lev el
Obj ects
AFE’s
Business Level
Objects
Anything
Business Level
Objects
Process
Layer
Any Process
General Workflow System and UserInteractionsCalculation
Interface
Layer
Web
Service
PresentationPresentation PresentationPresentation
XML
API
XML
API
BPMS
BackendSystems
Layer
Self-Generating Integration
SAP using
java
API
Web
Service
API
Excel using
com
API
MSMQ using
com or java
API
Databases using
jdbc
API
Business
Rules
Layer
Production
Business Level
Objects
Business Level Objects
Inv oices
Business Lev el
Obj ects
AFE’s
Business Level
Objects
Anything
Business Level
Objects
Process
Layer
Any Process
General Workflow System and UserInteractionsCalculation
Interface
Layer
Web
Service
Presentation Presentation
XML
API
BackendSystems
Layer
Self-Generating Integration
SAP using
java
API
SAP using
java
API
Web
Service
API
Web
Service
API
Excel using
com
API
Excel using
com
API
MSMQ using
com or java
API
MSMQ using
com or java
API
Databases using
jdbc
API
Databases using
jdbc
API
Business
Rules
Layer
Production
Business Level
Objects
Business Level Objects
Inv oices
Business Lev el
Obj ects
AFE’s
Business Level
Objects
Anything
Business Level
Objects
Process
Layer
Any Process
General Workflow System and UserInteractionsCalculation
Interface
Layer
Web
Service
PresentationPresentation PresentationPresentation
XML
API
XML
API
BPMS
TQMTQM
General Workflow
BPRGeneral Workflow
BPR
BPMBPMBPM
time
ERPERP
WFMWFM
EAIEAI
‘85 ‘90 ‘95 ‘05‘00‘98
IT Innovations
Management Concepts
Ref: Ravesteyn, 2007
‘16
Social BPM
iBPMS: Business
Process Analytics
‘2021
The Future of BPM is also Cognitive
Dark Data
Cognitive BPM
Cognitive
Analytics
Cognitive
Processes
Interact
LearnEnact
Cognitive
Capabilities

16. © 2013 IBM Corporation
Dark Data: digital footprint of people, systems, apps and IoT devices
§ Handling and managing work (processes) involves interaction among employees, systems and devices
§ Interactions are happing over email, chat, messaging apps, and
§ There are descriptions of processes, procedures, policies, laws, rules, regulations, plans, external entities such as
customers, partners and government agenies, surrounding world, news, social networks, etc.
§ The need for activities over interactions of people, systems, and IoT devices to be coordinate
16
Citizens
Assistant
Business
Employees/
agents
Plans
Rules
Policies
Regulations
TemplatesInstructions/
Procedures
ApplicationsSchedules
Communications such as
email, chat, social media,
etc.
Organization
Dark Data: Unstructured Linked Information
IoT Devices and Sensors

17. © 2013 IBM Corporation
Spectrum of Work: Processes and Cognitive
17
Structured Processes
Unstructured Processes
Knowledge-based
Routine
Existing Technology
Dark Data: Mobile, Social, Communication (email, voice, video), Documents, Notes, Sensors
BPM
Engines
Workflow
Engines
Case
Management
Groupware
Knowledge-Intensive
Processes
Email, Chat, Messaging
Ad-hoc, unstructured
Processes
Cognitive in Process Management
Cognitive
Interface for
Process Engines
Cognitive Process
Discovery and
Learning
Cognitive
Process
Analytics
Cognitive Process
Automation and
Enactment

18. © 2013 IBM Corporation
Cognitive BPM Systems
§ A Cognitive BPM system is a cognitive system that provides cognitive support in all phases of a
process lifecycle over structured and unstructured information sources, and is able to
continuously discover, learn and proactively act to support achieving a desired outcome
– It offers cognitive interaction and analytics support over structured processes
– For unstructured processes, it offers intelligent and integrated process (model) definition,
reasoning and adaptation
• Process is not assumed apriori defined; but is discovered, learned and customized based
on accumulated knowledge and experience
–It continually learns to improve the process
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19. © 2013 IBM Corporation
Cognitive BPM Lifecycle
19
Cognitive
BPMS
Define
Enact
Monitor
Analyze
Next Steps, Adapt
Interact
Sense
Learn,
Discover
To
Traditional BPM
Cognitive BPM

20. © 2013 IBM Corporation
Towards Cognitive BPM: Example Scenarios
20
Example (1): Integrate IBM BPM with IBM
Watson
http://www.ibm.com/developerworks/bpm/library/techarticles/1501_mehra-bluemix/1501_mehra.html#N1009D
Email, Chat, and Calendaring apps are
the most used channels for doing work
in the enterprise
Addressing the work organization and
management for Knowledge workers:
monitoring communication channels (email,
chat), and:
- Capturing, prioritizing and organizing work
of a worker
- Identifying actionable statements
(requests, commitments, questions) and
track them over the course of
conversations
Example (2): eAssistant for
Knowledge Workers

21. © 2013 IBM Corporation21
Inbox - Verse Highlighting actionable statements Recommending fulfilment actions
IBM Insight 2015 – The session on “Given your collaboration tools a brain”

22. © 2013 IBM Corporation22
IBM Insight 2015 – The session on “Given your collaboration tools a brain”
Send File Action Archetype Send File Action Archetype Send File Action Archetype

23. © 2013 IBM Corporation23
IBM Insight 2015 – The session on “Given your collaboration tools a brain”
Invite/Calendar Action Archetype Automated Invite Parameters Extraction Calendar Entry Creation

24. © 2013 IBM Corporation
eAssistant App and APIs
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Watson (& BigInsight NLP) Apps and Services on BlueMix
CollaborationTools
Enterprise Repositories, Applications and Data Sources
Feeds
Repositories
Document
collections
…
eAssistant Apps
Personal
Knowledge
Graph Builder
Conversation Analytics,
Auto-Response,
Prioritization
Calendar and
Scheduling
Assistant
Context-aware
Information
Finder
To-do, Task
and Process
Assistant
Cognitive Work Assistant APIs
Semantic Role
Labeling
POS tagging
Dependency
Analysis
Co-reference
resolution
Named Entity
Recognition
Knowledge
Graph
Builder
Hamid R. Motahari Nezhad, Adaptive Learning of Actionable Statements, In Press.

25. © 2013 IBM Corporation
Cognitive BPM: Research Directions
§ Abstractions and models for Cognitive Processes
§ Cognitive process learning: knowledge acquisition methods from unstructured information (text,
image, etc.) and building actionable knowledge graphs
§ Cognitive Work Assistants
–Cognitive augmentation of workers in work environments, and in process management
§ Cognitive Process Management System
–Analytics on unstructured information to support process understanding
–Analytics to support process adaptation, customization and configuration
–Proactive process adaptation
§ Learning and teaching tasks and processes to cognitive agents
–Interactive learning where cognitive agents ask process questions
–Gradual learning through experience, and process improvement
25

26. © 2013 IBM Corporation
Summary
§ The Future of Computing is ….
§ The Future of Work is ….
§ The Future of Services is ….
§ The Future of BPM is ….
§ A huge, unprecedented opportunity for the research community to advance our understanding,methods and technology
underpinning these transformations and disruptions!
26
Cognitive
Cognitive Computing
Cognitive Assistance
Cognitive Services
Cognitive BPM

27. © 2013 IBM Corporation
QUESTIONS?
Thank You!
27
Hamid Motahari
motahari@us.ibm.com