Fortune 1000: Using AI, Machine Learning, and Big Data

Part
01
of two
Part
01

Fortune 1000: Using AI, Machine Learning, and Big Data (Part 1)

Amazon, AT&T, Verizon, and Comcast Cooperation are Fortune 1000 companies similar to Cognizant that use machine learning, AI, and big data. All these companies use big data, machine learning, and/or AI to enable them to work efficiently and improve in areas such as customer service, remaining agile, and running their internal operations better.

VERIZON COMMUNICATIONS

  • According to Forbes, Verizon uses machine learning and AI to predict events that might impact customers and then prevents them from occurring.
  • Verizon uses AI to predict increases in data traffic, according to an article on their website. The AI also identifies problems that may occur in the network and fixes the problems to ensure flawless service.
  • The company introduced its new AI "Digital Customer Experience" recently, according to a TechRepublic article. The platform allows businesses to integrate into Verizon's existing customer support and provides virtual assistance 24/7 through social media, email, text messages, and chat services.
  • According to the same TechRepublic article, Verizon's customer service provides a more personalized experience for customers. The four components the AI includes are: virtual agents, live agents, knowledge assist, and social engagement.

AMAZON

  • According to Amazon's website, Amazon's SageMaker is a service that they offer that equips developers and data scientists with the ability to build, train, and develop machine learning models at a faster rate than normal.
  • Amazon is using big data collected from customers to fine tune personalized recommendations for each customer, according to Bernard Marr & Co. The more information Amazon gathers about its customers, the more it is able to predict what customers might want to buy.
  • A Forbes article says that Amazon is using an AI management strategy called the Flywheel. The Flywheel's aim is to ensure that knowledge is spread throughout all the areas of the company, acting as a breeding ground for other AI innovation in the company.
  • The same Forbes article details that the Amazon Echo has been one of Amazon's most successful uses of machine learning and their AI bot Alexa. Alexa has also been integrated into Amazon Music, Prime Video, and other companies such as Capital One.

AT&T

  • AT&T is using big data to improve efficiency and customer experience, according to a Dataconomy article. AT&T developed a tower outage analyzer that enables them to have more information about the affected areas, and then prioritizes areas that have been affected more than others by outages.
  • The Dataconomy article says that AT&T is also using big data insights in motor vehicle repair and maintenance because of the large fleet of vehicles that they own. AT&T has developed a system that collects data using 80 different metrics to predict which vehicles will need maintenance before the cars die, describing the process as “moving from time interval maintenance to just-in-time maintenance.” It can predict when to replace car batteries before they die to avoid paying a jump-start bill, for example.
  • AT&T is using machine learning and AI in selecting the best location for their retail stores, according to a ZDNet article. AT&T is looking to add 1000 stores in 2019, including pop-ups, mobile stores, traditional stores, and authorized retailers, and are using cutting edge analytics to learn what type of store to place in which locations. The AI considers drive/walk time and the predicted growth in the communities to decide what kind of retail format to have in a specific location.
  • Another area in which AT&T is using machine learning is in improving its communications through what they call "software-defined network." It is a program that is capable of learning how to spot irregularities in the system and repair those technical issues autonomously, according to a HuffPost article.

COMCAST COOPERATION

  • According to a Center for Digital Democracy (CDD) article, Comcast is using Big Data to enable proactive monitoring and to decide what adverts to show during which programmes.
  • Comcast's Applied Artificial Intelligence (AI) group is working to create intelligent applications, according to the CDD article. They are using machine learning to build a virtual assistant that will interact with millions of customers in their language to find solutions to their needs.
  • According to the CDD article, Comcast is expanding more into data-driven marketing, using acquisitions like Strata and Choozle to help marketers target consumers through various platforms. Their NBCUniversal division is also targeting its viewers using things like data-based profiling.
  • According to a Fierce Video article, Comcast implemented a machine learning program that the company can use to accurately predict whether it needs to dispatch a technician to a customer’s home to fix connectivity problems or whether the issue can be fixed remotely.

Part
02
of two
Part
02

Fortune 1000: Using AI, Machine Learning, and Big Data (Part 2)

Fortune 1000 companies that are using artificial intelligence, machine learning, and big data include American Express, Netflix, Walmart, GE, and Coca-Cola.

1. American Express

  • American Express is using machine learning in two areas — detecting fraud and bringing merchants and customers closer together.
  • The bank heavily relies on machine learning algorithms for credit card fraud detection and prevention.
  • AmEx’s goal is to detect fraudulent transactions as quickly as possible to minimize loss. Hence, they employ a machine learning model that uses a variety of data sources, including card membership information, spending details, and merchant information to detect suspicious events and make a decision in milliseconds by comparing that event to a large dataset.
  • This has enabled American Express to detect more fraudulent transactions and save millions.

2. Netflix

  • Netflix has more than 100 million subscribers and with that comes a wealth of data they can analyze to improve the user experience.
  • The streaming company is using Big Data to decide which programs will be of interest to viewers and the recommendation system actually influences 80% of the content we watch on Netflix.
  • In 2009, the company offered a prize of $1 million to a group who came up with the best algorithm for predicting how customers would like a movie based on previous ratings. The algorithms helped Netflix to save $1 billion a year in value from customer retention.

3. Walmart

  • Walmart pharmacies are using Big Data to analyze simulations and understand how many prescriptions are filled in a day and determine the busiest times during each day or month.
  • Big data also helps Walmart schedule associates more efficiently and reduce the time and labor needed to fill perceptions.
  • Walmart is using predictive analytics to anticipate store demand and determine how many associates are needed to man registers. The data also reveals the best form of checkout at each store is traditional stations or self-checkout.
  • The company uses simulations to track the number of steps from the dock to the store. The result was more optimized routes to the shipping dock.
  • Walmart is also using Big Data to analyze customer preferences and shopping patterns in order to optimize how to stock shelves and display merchandise. Big data also provide insights into new items, discontinued products, and which brands to carry.
  • By analyzing shopper’s preferences, Walmart can develop a more consistent, tailored shopping experience.

4. GE

  • GE has installed sensors in machinery across every sector in which it operates in to reduce downtime and losses.
  • The data generated is analyzed to provide information on how the machinery is operating and to monitor the effect of minor changes such as operating temperatures or fuel levels on performance.
  • GE’s power turbines, aircraft engines, and hospital scanners are all constantly monitoring the conditions in which they operate. The 22,000 wind turbines are continually streaming operational data to the cloud where GE analysts can tweak the direction and pitch of the blades to ensure as much energy is being captured as possible.
  • Intelligent learning algorithms allow each individual turbine to adapt its behavior to mimic other nearby turbines that are operating more efficiently.

5. Coca-Cola

  • Coca-Cola has invested extensive resources into research and development in areas like artificial intelligence (AI) to make the most of the data it collects.
  • In 2017, the company revealed that the launch of new flavor Cherry Sprite was inspired by data collected from those self-service drinks fountains that let customers mix their own drinks.
  • The company is also capitalizing on artificial bots — the technology behind 'virtual assistants' like Siri and Alexa and developing AI assistants for vending machines. These will allow users to personalize their experience, for example, by asking the machine to mix their favorite blend exactly to their preference.
  • The AI also enables vending machines to behave differently in different scenarios. This includes being greeted by a lively, jolly vending machine in a busy shopping center and a more somber machine in a hospital waiting room.
  • The beverage giant is also using artificial intelligence to maximize the potential of social media with its 35 million Twitter followers and a whopping 105 million Facebook fans.
  • The company uses data to track how its products are represented across the various social media platforms. Using image-recognition technology (which is powered by AI), the company can tell when photographs of its drinks (or, indeed, those of its competitors) are posted online.
Sources
Sources

From Part 01
Quotes
  • "Now its predictive analytics algorithms monitor 3GB of data every second streaming from millions of network interfaces – from customers’ routers to an array of sensors gathering temperature and weather data, and software which “listens in” on operational data, such as billing records."
Quotes
  • "From predicting when we might experience an increase in data traffic to identifying potential problems in the network and fixing them before they happen, the goal is the same -- to deliver the best customer experience possible."
Quotes
  • "On Monday, Verizon announced its new artificial intelligence (AI)-based "Digital Customer Experience" offering for businesses to integrate in its existing customer support pipeline, providing virtual assistance 24/7 via social media, chat services, email, text message, or phone, with support experiences based on past interactions."
Quotes
  • "Verizon today launched a world-class suite of solutions that blends human and artificial intelligence to enhance the customer engagement experience. Digital Customer Experience (CX) is an end-to-end managed service that deploys automation into enterprise and business owner’s customer experience tools."
Quotes
  • "Amazon has thrived by adopting an “everything under one roof” model."
Quotes
  • "The company collects 30 billion data points an hour, and uses this data to work towards optimising efficiency and customer experience."
From Part 02
Quotes
  • "For its part, American Express has invested heavily in machine learning to more accurately identify card fraud. In an interview shortly before the end of his 40+ year tenure at American Express, Ash Gupta, President of Global Credit Risk & Information Management, identified two main benefits from this investment."
Quotes
  • "Data analytics, and specifically machine learning, is at the heart of American Express’s decision making. Two areas where this is evident are detecting fraud, and bringing merchants and customers closer together."
Quotes
  • "Big data helps Netflix decide which programs will be of interest to you and the recommendation system actually influences 80% of the content we watch on Netflix. The company even gave away a $1 million prize in 2009 to the group who came up with the best algorithm for predicting how customers would like a movie based on previous ratings. The algorithms help Netflix save $1 billion a year in value from customer retention."
Quotes
  • "Netflix uses data processing software and traditional business intelligence tools such as Hadoop and Teradata, as well as its own open-source solutions such as Lipstick and Genie, to gather, store, and process massive amounts of information. These platforms influence its decisions on what content to create and promote to viewers."
Quotes
  • "By analyzing simulations, the discount giant can understand how many prescriptions are filled in a day, and determine the busiest times during each day or month. Big data also helps Walmart schedule associates more efficiently, and reduce the time and labor needed to fill perceptions."
Quotes
  • "Although GE does work with external data (like meteorological, geopolitical and demographic data), they have invested heavily in the large-scale capture and analysis of internal data from their own machinery. Just one of their gas power station turbines generates around 500 gigabytes of data a day."
Quotes
  • "Coca-Cola has a solid data-driven strategy underpinning decisions right across the business, and it’s known to have invested extensive resources into research and development in areas like artificial intelligence (AI) to make the most of the data it collects."