COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITYS DIGITAL

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS JUNE 2018 1 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 • Cognitive Automation • Case: Deakin University • Lessons for CA deployment 2 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 Cognitive Automation • Cognitive Automation (CA) is a software tool that analyzes unstructured data using inference-based algorithms to produce probabilistic outcomes • Numerous customer inquiries lend value to CA options • Growing field, generating management questions about value and deployment 3 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 Deakin University • Based in the state of Victoria, Australia • 53, 000 students • Four physical campuses in Melbourne, Geelong, Warrnambool, and Burwood, plus online • Early adopter of CA technology • Using IBM Watson 4 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 Deakin University e-Strategy • Five megatrends: Place, Pace, Face, Space and Trace, which corresponds to mobility, flexibility, personalization, collaboration and information • Deakin. Sync - cloud-based hub • one-stop personalized dashboard that aggregates essential student information • Desire to enhance the student experience 5 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 IBM Watson at Deakin • October 2014 Deakin University adopted Watson • First university to do so for student services • Goal: to provide students with a single source of accurate, current and relevant information available on any device • Improve the student experience by tailoring a student’s queries to his/her own student profile 6 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 3 Stages Prior to Release • Stage 1: collect questions that students might ask • Narrowed from 20, 000 to 2, 000 • Stage 2: answers to the questions were developed • Stage 3: answers loaded into Watson 7 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 Multiple Releases • 4 month original development to first release • Set up awareness and marketing to inform students • Continued development in releases 2 and 3 • Final release 2017 • 6000 questions • Watson answered over 55, 000 questions during the first 12 months 8 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 Figure 1: Student Access to Watson Through Deakin. Sync 9 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 Figure 4: Benefits From Cognitive Automation at Deakin 10 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 6 General Management Practices Central to the Delivery of Any Large-scale Technology Deployment 1. Strategy Drives Technology Investments 2. Manage Expectations about Returns on Investment 3. Manage Customers’ Expectations about the Tool’s Performance 4. Manage Employees’ Expectations about the Future of Work 5. Foresee Competitors’ Reactions 6. Continually Innovate Because Today’s “Cool” is Tomorrow’s “Yawn” 11 of 12

COGNITIVE AUTOMATION AS PART OF DEAKIN UNIVERSITY’S DIGITAL STRATEGY RENS SCHEEPERS, MARY C. LACITY, LESLIE P. WILLCOCKS, JUNE 2018 Distinctive Cognitive Automation Practices 1. 2. 3. 4. 5. 6. Establish a Reliable Ground Truth Treat CA Tools as Lifelong Learners Supervise the CA Tool’s New Learning Keep Subject Matter Experts Continually Engaged in Content Management Understand How Proprietary Algorithms Make Inferences Establish a Strong In-house Cognitive Automation Team 12 of 12