Five do’s and don’ts CSPs should know about going cloud-native

As communication service providers (CSPs) continue to focus on capitalizing on the promise of 5G, I’ve been having more conversations with operators and network equipment providers on why and how it may make sense to adopt cloud-native approaches. More specifically, we often discuss best practices around accelerating the time to value of 5G and simplifying the deployment and management of networks as well as the applications deployed on top of them. In fact, Gartner predicts that by 2025, cloud-native platforms will serve as the foundation for more than 95% of new digital initiatives, which is up from less than 40% in 2021. Both Ankur Jain, Head of Engineering for Google Cloud for Telecommunications, and I recently sat down with telecommunications industry experts, including Jitin Bhandari, CTO of Cloud and Network Services at Nokia and Dr. Lester Thomas, Head of New Technologies and Innovation at Vodafone, to discuss how CSPs can best take advantage of cloud-native. If you are on the path to “cloudify” your networks for 5G and beyond, here’s your chance to learn from some folks who have done it and are doing it now. We summarize five key takeaways from my conversations with these experts. Do: Leverage cloud-native approaches to simplify networks5G promises value creation for CSPs and enterprises, but first we must think about simplifying those networks. As Jitin Bhandari from Nokia puts it in his conversation with Google’s Ankur Jain, “Over the last two decades…we’ve built layers of complexity in our telco networks. You see these waves of 2G, 3G, and now we’re building 5G – they are still reminiscent of fixed networks.” Moving to a cloud-native approach could help CSPs break that cycle and simplify telecommunications networks; how the networks are constructed and how they are operated. The good news is that leading with a cloud-native approach is how Google has always built our services and networks, and is a key reason operators and partners like Nokia are collaborating with us to drive value in the 5G era.Don’t: Just take legacy operational processes with you to the cloudThere is absolutely a world of difference between migrating to the cloud and adopting a cloud-native approach. According to Dr. Thomas from Vodafone, “When you think about migrating existing systems and applications to the cloud, the tendency is to take your operational processes with [you]. You can almost question what real business benefit does that give you?” On the other hand, moving to a cloud service, consumption-based model and leveraging cloud-native solutions like Kubernetes, microservices, and open APIs forces one to rethink how applications are built and decouples one from the legacy operations that, in the past, hindered speed of innovation. Another takeaway from Dr. Thomas is that “our cloud-native approach is typically coupled with agile delivery methods, DevOps so you can take reliability engineering as the way in which you operate and [be] much more focused on data and open APIs.”Do: Recognize that operators will continue to own and control their networksWhenever I chat with our CSP customers on whether the cloud and Google Cloud specifically is carrier-grade and telco-ready, the topic of security, privacy, and control often comes up. First, I think it’s important to make it clear that operators will continue to control, own and manage their networks as well as the data running on those networks. You can think of Google Cloud as supplying the enabling technologies. Second, protecting the trust and security of Google Cloud is a key priority for us. As such, we publish and adhere to a set of trust principles that govern our approach to security. In addition, by working with Google Cloud, CSPs can take advantage of the same secure-by-design infrastructure and investments that Google makes to ensure the nine applications and services we offer, each supporting over 1 billion users around the world, run quickly, reliably and securely.Do: Build scale and simplicity into your data platform to unlock a whole world of use casesWhile we are on the subject of control, Dr. Thomas also shared some key insights from an operator’s point of view on building scale and simplicity into one’s data platform. “Getting the data governance right is a critical part,” said Dr. Thomas. “We have all these different use cases that we use the data to drive business insights and value. The underlying data for it is in a common database. So as we do each use case, we will bring in new data into our data ocean, but they’ll be standardized and normalized.” In addition to data consolidation and normalization, it is essential to set standards for data quality, ownership, lifecycle management, interoperability and exchange. With that established, you can really focus on delivering that business value with 5G, IoT, and even network optimization use cases, most of which are data and analytics driven. For example, Dr. Thomas talked about using data and automation to help detect network anomalies, and that’s only the beginning. “The anomaly detection use case that we’ve done so far is about analyzing the root cause of what’s going on in the network. We see that as the very first part of an autonomous network.”Don’t: Fall into the habit of architecting separate infrastructure for virtualized and containerized workloadsThough many software vendors are well on the way to migrating to cloud-native containerized workloads, virtualized workloads still exist and will continue to exist for some time. At the same time, the status quo of deploying separate infrastructure for virtualized and containerized workloads creates unnecessary complexity, limits scale, creates unmanageable silos, and is, quite frankly, unsustainable. The solution is to have a single set of managed infrastructure with Kubernetes running on top and the ability to seamlessly place and orchestrate CNFs, VNFs and even edge applications. Google Distributed Cloudwas built with the necessary capabilities to enable this CNF and VM coexistence so that infrastructure silos can become a thing of the past.We are learning a lot from our friends in the telecommunications industry as more operators consider taking a more modern approach to building, operating, and maintaining future generations of networks and services. At Google Cloud, we understand that these are tasks not to be done alone nor in siloes. They will be done in partnership across the ecosystem, where we bring our strength in cloud-native, data, and AI/ML solutions combined with the telecommunications-specific expertise and technologies provided by our partners. Catch all the conversations with our experts in our Cloudification of Telecom Networks video series.Related ArticleIntroducing Google Distributed Cloud—in your data center, at the edge, and in the cloudGoogle Distributed Cloud runs Anthos on dedicated hardware at the edge or hosted in your data center, enabling a new class of low-latency…Read Article
Quelle: Google Cloud Platform

Raising the bar in Security Operations: Google Acquires Siemplify

At Google Cloud, we are committed to advancing invisible security and democratizing security operations for every organization. Today, we’re proud to share the next step in this journey with the acquisition of Siemplify, a leading security orchestration, automation and response (SOAR) provider. Siemplify shares our vision in this space, and will join Google Cloud’s security team to help companies better manage their threat response.In a time when cyberattacks are rapidly growing in both frequency and sophistication, there’s never been a better time to bring these two companies together. We both share the belief that security analysts need to be able to solve more incidents with greater complexity while requiring less effort and less specialized knowledge. With Siemplify, we will change the rules on how organizations hunt, detect, and respond to threats.Providing a proven SOAR capability unified with Chronicle’s innovative approach to security analytics is an important step forward in our vision. Building an intuitive, efficient security operations workflow around planet-scale security telemetry will further realize Google Cloud’s vision of a modern threat management stack that empowers customers to go beyond typical security event and information management (SIEM) and extended detection and response (XDR) tooling, enabling better detection and response at the speed and scale of modern environments. “We’re excited to join Google Cloud and build on the success we’ve had in the market helping companies address growing security threats,” said Amos Stern, CEO at Siemplify. “Together with Chronicle’s rich security analytics and threat intelligence, we can truly help security professionals transform the security operations center to defend against today’s threats.”The Siemplify platform is an intuitive workbench that enables security teams to both manage risk better and reduce the cost of addressing threats. Siemplify allows Security Operation Center analysts to manage their operations from end-to-end, respond to cyber threats with speed and precision, and get smarter with every analyst interaction. The technology also helps improve SOC performance by reducing caseloads, raising analyst productivity, and creating better visibility across workflows.We plan to invest in SOAR capabilities with Siemplify’s cloud services as our foundation and the team’s talent leading the way. Our intention is to integrate Siemplify’s capabilities into Chronicle in ways that help enterprises modernize and automate their security operations. We’re looking forward to welcoming the Siemplify team to Google Cloud and working with them to help security operations teams accomplish so much more in defense of their organizations. You can read Siemplify CEO Amos Stern’s blog for more on this exciting news.
Quelle: Google Cloud Platform

Apigee 2021: A year of innovations

Apigee is committed to continually innovating new capabilities and solutions for our customers, and 2021 saw new product launches, partnerships, and best practices for managing your expanding range of business-critical use cases. Here are some of our favorite stories from 2021. Spotting the trends in APIsOur State of API Economy 2021 Report surveyed over 700 IT leaders globally and identified five key API trends that emerged post-COVID. SaaS and hybrid cloud-based API deployments are increasing with half of all respondents reporting increases in these areas, and AI- and ML-powered API management is also gaining traction, with usage growing 230% year-over-year among Apigee customers. Business metrics like Net Promoter Score (NPS) and speed-to-market are API users’ preferred way to measure success, and API ecosystems are increasingly innovation drivers, with high-maturity organizations much more likely to focus on building a developer ecosystem or B2B partner ecosystem around their API. Finally, API security and governance is more important than ever, as research showed that increased investment in security and governance was a high priority. Check out the blog to explore these five trends in more detail.Launching new capabilities with Apigee XWe announced Apigee X, our next-generation platform that brings the powerful scale of Google technologies to Apigee API Management and allows enterprises to power API programs for enhanced scale, security, and automation. Apigee X customers can harness the capabilities of Cloud CDN to maximize the availability and performance of APIs across the globe, deploying across more than two dozen Google Cloud regions and enhancing caching at over 100 locations. Apigee X customers can apply solutions like Cloud Armor web application firewall for enhanced API security and Cloud Identity and Access Management (IAM) for authenticating and authorizing access to the Apigee platform. Apigee X also enhances automation by applying Google Cloud’s AI and ML capabilities to historical API metadata to detect anomalies, predict traffic, and ensure compliance. To read more about these features, check out our blogs on Apigee X and Cloud Armor, Apigee X and Cloud CDN, and Apigee X and AI. Making new connections with Apigee IntegrationApigee brought our successful API-first approach to integration this year with the release of Apigee Integration. This silo-busting solution lets customers connect existing data and applications, and surface them as easily accessible APIs. Apigee Integration brings together the best of API management and integration into one unified platform so IT teams can scale their operations, improve developer productivity, and increase the speed to market. The platform comes with built-in connectors to Salesforce, Cloud SQL (MySQL, PostgreSQL), Cloud Pub/Sub and BigQuery, with connectors for additional third-party applications and databases on their way. Advanced integration patterns also serve our customers with even more use cases. Check out our launch blog and our Next session video for more details. Managing GraphQL APIs with ApigeeThe exponential rise in digital services adoption among enterprises now generates petabytes of data every minute. You can harness the power of this data with query languages like GraphQL, accessing the data your app needs with one single request. The growing popularity of GraphQL APIs and their business-critical use cases mean it’s important to manage them with full life cycle capabilities, much like you manage your REST APIs. Last year we compared REST and GraphQL and introduced best practices for managing GraphQL APIs. You can also read our blog announcing Apigee’s support for the management of GraphQL APIs, and our partnership with StepZen to deliver these capabilities. To dive deeper into building GraphQL APIs, check out our Next session video. Looking back at the year’s top stories2021 was the year of the customer, and we published the following stories to show how API management helps enterprises modernize their applications, build digital ecosystems, and generate value for their customers and their own organizations:Telco:Leveraging APIs to create value for telco ecosystems How the MTN Group is expanding its business with APIsRetail:Conversational AI with Apigee API Management for enhancing customer experiencesSeven-Eleven Japan uses Google Cloud to serve up real-time data for fast business decisionsFinancial services:Arab Bank: Accelerating application innovation with Anthos and ApigeeMilitary Bank: Turns to Apigee to manage its API strategy and deliver digital transformationEnergy: How Veolia’s API-first approach is powering sustainable resource managementGRTgaz: Calling on Apigee to help internal and external partners access intelligence securelyThat’s a wrap for 2021! We hope you have a safe and happy holiday season, and we can’t wait to see what the new year brings for us. Stay tuned in 2022 for product launch announcements, partnerships, tips, and stories of how organizations like yours are innovating with Apigee.Related ArticleGoogle named a leader in the 2021 Gartner® Magic Quadrant® for Full Life Cycle API ManagementWe’re excited to share that Gartner has recognized Google Cloud’s Apigee as a Leader in the 2021 Magic Quadrant for Full Life Cycle API M…Read Article
Quelle: Google Cloud Platform

A cloud built for developers — 2021 year in review

2021 was a seminal year for software developers. Every company accelerated their digital and online efforts, while simultaneously moving to remote development. Innovation by driving developer productivity was top of mind for nearly every IT executive we spoke to. Many asked us about Alphabet’s long track record of innovation. From Google search to Waymo’s driverless cars,  is there a secret to developing the next big thing? The answer is simple: 10X thinking. Look for solutions that help customers drive 10X improvements, through a series of smaller increments that compound to a large impact over time. At Google Cloud, we follow a similar philosophy to help our customers become innovative technology companies. In recent times, we’ve worked closely with partners, customers, and developers on services that help unlock 10X improvements in developer productivity. Six years ago, we introduced a managed Kubernetes service, Google Kubernetes Engine (GKE). This year, we added GKE Autopilot, which revolutionized Kubernetes management by eliminating all node management operations. Likewise, our Cloud Run serverless platform was the first service of its kind, allowing developers to go beyond running small bits of code and run full applications in a serverless environment. From September 2020 to September 2021, Cloud Run deployments more than quadrupled. More recently, we co-founded the Open Source Security Foundation and began working on secure continuous Integration and delivery (CI/CD) services a year or so ahead of the cybersecurity threats that made it to headlines. Here are the top developer challenges that customers asked us to solve in 2021: Driving distributed developer productivitySecuring the software supply chainSimplifying running of cloud-native applications Read on for more insights. Driving distributed developer productivityA critical prerequisite for innovation is time. Investments in developer productivity free developers to work on the important things. Traditionally, developers have spent hours downloading and installing tools to their local environments, updating them with the latest versions, or dependencies. Cloud Shell Editor is a full remote development environment with a growing set of built in security capabilities. It comes with developer tools pre-installed, including MySql, Kubernetes, Docker, minikube, Skaffold, etc. Developers just needed a web browser and internet connection to be productive. Developers now have access to tutorials right from Cloud Shell Editor, and can try code samples directly in our documentation. Additionally, with support for buildpacks, developers can create container images directly from source code, without knowing anything about docker or containers. Securing the software supply chainSoftware supply chain vulnerabilities had far reaching consequences in 2021, with events such as SolarWinds, Mimecast/Microsoft Exchange, and Log4jaffecting businesses, daily life, and entire governments. President Biden even issued an executive order to strengthen software supply-chain security standards.Solving the software supply chain problem requires players across industries to work together. This is why we co-founded theOpen Source Security Foundation (Open SSF). We also proposed SLSA, an industry-wide framework for maintaining the integrity of software artifacts throughout the software supply chain. Open source, with its complex dependency trees, continues to remain a prime target for exploitation. In fact, an estimated 84% of commercial code bases have at least one open source vulnerability. Today, developers can use our tools such as Allstar GitHub App, open source security score cards and Open Source Insights to implement security best practices, determine a risk score for open source projects, and visualize a project’s deep dependencies. And several of these same  kinds of open-source innovations are available out of the box to Google Cloud customers. Here are a few examples: Detailed recommendations to help mitigate the Apache Log4j vulnerability. The Java scanning feature of Google Cloud On-Demand Scanning, which can be quite handy for developers to identify Linux-based container images that use an impacted version of Log4j. On-Demand Scanning can be used with no charge until December 31, 2021. Cloud Build, our serverless CI/CD service, offers SLSA Level 1 compliance by default. This verifiable build provenance lets you trace a binary to the source code to prevent tampering and prove that the code you’re running is the code you think you’re running. Cloud Build’s new build integrity feature improves on this by automatically generating digital signatures, which can be validated before deployment by Binary Authorization. Simplifying running cloud-native applicationsInnovation is rarely a straight road, there are many wrong turns along the way. Developers need a cost effective runtime, a way to run experiments and fail forward fast. That’s why GKE Autopilot takes GKE, the most mature Kubernetes service on the market and further simplifies Kubernetes operations by providing a managed control and data plane, an optimized configuration out-of-the-box, automated scalability, health checks and repairs, and pay-for-use pricing. “With GKE Autopilot, we can do more with our business. We can continue developing and upgrading our products, rather than focusing on fine-tuning infrastructure.”—Jun Sakata, Software Engineer, Site Reliability, Ubie Simpler still is no cluster all. Cloud Run provides developers the freedom to run services from code or container images with no cluster or VM to manage. At the same time, it provides a hypervisor grade secure sandbox environment and several built in DevOps capabilities such as, multi-versioned deployments, gradual rollouts and rollbacks, GitHub and Cloud Build integrations. This is ideal for web and mobile application development. In 2021, with additions like higher per-instance concurrency, new CPU allocation controls, and support for standard Docker images, the benefits of serverless can now be expanded to a wider range of workloads, including legacy ones. Additionally, with newer cost controls along with billing flexibility like committed use contracts and features like always-on CPU, it’s possible to run more steady-state pattern workloads cost effectively in a serverless environment.  Best of all, thanks to improvements like these, organizations using Cloud Run have reported reduction in developer recruiting costs by 40%. Cloud Run is also the first platform to provide developers the option to optimize their carbon footprint.  With the news self-service Region Picker you can choose the data center region with the lowest gross carbon cost on which to run your Cloud Run workloads. Further, with just one click, Google Cloud Carbon Footprintgives you access to the energy-related emissions data for external carbon disclosures. “With Cloud Run, we only need half the people to manage our systems as compared to before” Google Cloud Platform Architect, Cosmetics “Cloud Run is one of the easiest services on Google Cloud Platform you can deploy to. It’s just super simple.” CTO,Healthcare SaaSIf you want to give Cloud Run and associated Cloud Functions a try, check out the Easy as Pie Serverless Hackathon, which offers  over $20,000 USD in cash prizes.2022: More to come  2021 brought simplification and greater attention to developer productivity. It is essential that developers continue to operate at even higher levels of the stack, without worrying about infrastructure, security, compliance and integrations. This is the Northstar for 2022. In 2022, look for Google Cloud to co-innovate with our ISV partners, developers, and SecOps team to bring you the 10X innovation you need from the cloud that is built for developers.
Quelle: Google Cloud Platform

Google Cloud Data Analytics 2021: The year in review

As I look back on 2021 I’m proud to see a fast growing number of companies use our data platform to unlock new insights, build new business models and help improve their employees’ and their customers’ experience.Data itself is just inactive information, useless without activation. The true power of data comes when it’s being used to build intelligent applications, help people make better decisions, increase automation and ultimately change how value is being created.This year, tens of thousands of  customers unlocked their data advantage with Google Cloud’s unified data platform. From breaking down data silos, building internet-scale applications, building smart processes with AI, building data meshes that span beyond their enterprise and turn data into an asset.These customers all used Google Cloud’s unified data platform to remove barriers across data silos, accelerate existing analytic investments, and achieve business outcomes faster. I’m truly honored to share some of the most important moments from our partners, customers, and practitioners this year. Thank you for your trust and commitment and for choosing Google Cloud as your innovation partner — to break down silos and turn data into value.One retailer using these solutions is Carrefour, one of the largest grocery retailers in France. Carrefour needed to ensure it had the right products, in front of the right shoppers, at the right store location. With Google Cloud, Carrefour developed an assortment recommendation tool that helped the chain support a more personalized selection at the store level, giving store directors the autonomy to influence inventory needs. The tool also gives Carrefour headquarters visibility into the merchandising decisions by each of their franchise stores.Enabling the real-time enterprise In 2021, more customers looked to shift to real-time data processing and insights with Google Cloud so that they could make decisions at the speed of their business and deliver excellent customer experiences. For example, Twitter’s data platform ingests trillions of events, processes hundreds of petabytes of data, and runs tens of thousands of jobs on over a dozen clusters every day. With this expanded partnership, Twitter is adopting Google’s Data Cloud including BigQuery, Dataflow, Cloud Bigtable and machine learning (ML) tools. These tools not only power the company’s rapidly growing data ecosystem to enable faster data-informed decisions, but also to enable deeper ML-driven product innovation.Another great example is the story of Verizon Media, who switched to the Google Cloud from another provider to ingest 200TB Daily, store 100PB in BigQuery, stream 300MB per second and achieve a 90+% productivity improvement by combining Looker, BigQuery and the rest of our Data Platform.Finally, another great journey is that of ATB Financial who migrated its extensive SAP backbone that supports its 800,000+ customers to Google Cloud, and built a system on BigQuery for real-time data acquisition, enrichment, and AI assisted and self-service analyticsGoing BIG with healthcare and life sciencesHCA Healthcare is using BigQuery to analyze data from its 32 million annual encounters and identify opportunities to improve clinical care. I was particularly pleased about our partnership and how  Sam Hazen, the company’s CEO explained that “Next-generation care demands data science-informed decision support and how he described our partnership and shared passion for ”innovation and continual improvement as foundational to our efforts.”Moderna relies on data to respond to the disproportionate impact the pandemic has had on minority groups, utilizing insights from Looker to increase diversity in their COVID-19 vaccine trials to improve representation. “Looker has a depth to it — it’s not just a visualization that you look at. People can go deeper as they learn more,” Dave Johnson, VP of Informatics, Data Science, and AI at Moderna.We were also incredibly honored to work with the National Cancer Institute’s in order to support breast cancer research with fast and secure data sharing.  Combining our AI Platform and BigQuery to work with large and heterogeneous data, the team was able to successfully demonstrate that “researchers can inexpensively analyze large amounts of data, and do so faster than ever before.”Increasing enterprise agilityNiantic Labs built a globally scalable game for millions of users on Google Cloud. In this video, they share their experience scaling with Google Kubernetes Engine (GKE) and Spanner, and describe how their data science team works with BigQuery, Dataflow, and Pub/Sub for their data analytics needs.Finally, Telefónica partnered with Google Cloud to foster Spain’s digital transformation and advance 5G mobile edge computing. As part of this partnership, Google Cloud will launch a new cloud region in Spain to assist the country in economic recovery amidst the COVID-19 crisis. Telefónica will also use Google Cloud services to boost its own digital capabilities—in areas such as machine learning, artificial intelligence (AI), data analytics, and application development—to continue to provide new services and tools to its global customer base. 2021 Data Cloud momentum, thanks to all our customersSome of my favorite customer stories of this year describe how our customers inspired and pushed us to take our products and offerings to new heights. For me, this was most apparent at our inaugural Data Cloud Summit in late May, where we were able to unveil to our customers the latest product and feature announcements of everything having to do with data. We launched Dataplex, allowing customers and users to centrally manage, monitor, and govern data across data lakes, warehouses, and marts – all from one single viewpoint. We also announced Datastream, our serverless change data capture (CDC) and replication service, as well as Analytics Hub, a fully-managed service built on BigQuery that allows our customers to create safe and governable data sharing ecosystems. We’ve made migrations to Cloud SQL easier and faster with the Database Migration Service. More than 85% of all migrations are underway in under an hour, with the majority of customers migrating their databases from other clouds. At Google Cloud Next ‘21, we also had devoted space to share our product improvements and iterations back to our customers. Amidst many announcements, I was most proud to speak about Spark on Google Cloud, the world’s first autoscaling and serverless Spark service for the Google Cloud data platform, BigQuery Omni, our cross-cloud analytics solution, Google Earth Engine on Google Cloud, a launch that brings together Google Earth Engine’s 50+ petabyte catalog of satellite imagery and geospatial datasets for planetary-scale analysis, and Spanner PostgreSQL interface, which allows enterprises to take advantage of Spanner’s unmatched global scale, 99.999% availability, and strong consistency using skills and tools from the popular PostgreSQL ecosystem. We also held the sixth edition of JOIN, Looker’s annual user conference which included 3 days of live educational content with over 15 customers and partners participating spanning 5 keynotes, 33 breakouts, 12 how-to’s, 27 Data Circles of Success, and our popular Hackathon. Content focused on activating users with data experiences, composable analytics, and our unifiedsemantic model. All sessions from JOIN are now available on-demand.Tapping into the data ecosystemOne of our customers’ most recurring themes was an interest in expanding their data aperture and tapping into the data ecosystem around them. We addressed this feedback in three main ways. First, we activated an ecosystem for collective intelligence on BigQuery. Now, more than 3,000 organizations shared more than 250 petabytes of data and Google Cloud shared more than 150 public datasets that can be used across a myriad of use cases.Second, We also leaned into this spirit of knowledge sharing by packaging over 30 architecture design patterns which include code, data models, and industry best practices. We’ve also increased industry domain expertise in areas such as retail, financial services, healthcare, and gaming and are continuing to develop industry white papers such as this one – How to develop Global Multiplayer Games using Cloud Spanner to reduce the time to value for customers.Third, we continue to support an open ecosystem of data partners including; Neo4j, Databricks, MongoDB, Informatica, Tableau, and C3.ai giving customers the flexibility of choice to build their data clouds without being locked into a single approach.  Going further than we imagined, togetherWe are incredibly grateful to our customers for choosing Google Cloud to write their data story, and we can’t wait to see what you do next. Learn more about how organizations are building their data clouds with Google Cloud solutions.Related ArticleTurn data into value with a unified and open data cloudAt Google Cloud Next we announced Google Earth Engine with Bigquery, Spark on Google Cloud and Vertex AI WorkbenchRead Article
Quelle: Google Cloud Platform

Cloud CISO Perspectives: December 2021

This is our last Cloud CISO Perspectives of 2021. It’s been an eventful year for the cybersecurity industry, both good and bad, and I welcome the opportunities and challenges we will continue to address together in 2022. In this final post, I’ll share the latest updates from the Google Cybersecurity Action Team, new reports from Google’s security research teams and more information on Google Cloud’s Log4j impact and assessment.Update on Log4j vulnerabilityGoogle Cloud continues to actively follow the evolving security vulnerabilities in the open-source Apache “Log4j” utility and we are providing regular updates to our security advisory page. Responding to these vulnerabilities can be especially stressful, even more so when reaching the end of the year. We encourage everyone using vulnerable versions of Log4j, in any environment, to upgrade as soon as possible and according to guidance published by Apache, found here. As the entire industry works through its response to Log4j, the Google Cybersecurity Action Team also continues to publish and update recommended actions for mitigating exposure to the Log4j vulnerabilities. The state of open source software securityWhat recent events have taught us and will continue to teach us into 2022 is that we owe our thanks to the volunteers and maintainers of open source software. More than ever, we need continued industry investment and commitment to support them.For years, Google has been focused on addressing this challenge. Our open source security team helped found the Open Source Security Foundation (OpenSSF). Over the past year, we have doubled down on our investments in open source software security; from tools to frameworks to funding maintainers of open source software projects to focus on security. This past August, we committed $10 billion to advancing cybersecurity for organizations and governments globally where a major part of that commitment is focused on securing the open source software ecosystem, including $100 million in investments to third-party organizations like Linux Foundation and OpenSSF. One of the primary challenges facing defenders at this very moment is simply getting a handle on where Log4j dependencies exist within their organization’s codebases. Our Supply-chain Levels for Software Assurance (SLSA) project, which we open sourced in partnership with the OpenSSF, is an end-to-end framework to manage supply chain integrity and security, and its implementation would greatly aid organizations in this kind of situation. Last week, Google’s Open Source Insights team published an analysis on the impact of the Apache Log4j vulnerability where they pulled together a list of 500 affected packages with some of the highest transitive usage and encouraged maintainers or users helping with the patching effort to maximize impact and unblock more of the community. Improvements such as these could qualify for financial rewards from the Secure Open Source Rewards program. You can explore your package dependencies and their vulnerabilities by using Open Source Insights. We all can do our part to support this critical function of our software ecosystem, and I look forward to seeing how organizations, governments and individuals work together to make improvements in the coming year. Google Cybersecurity Action Team Highlights Below I’ll recap the latest updates, new services and resources across our Google Cybersecurity Action Team, Google Cloud Security product teams and Google security research efforts since our last post. SecurityQ4 Cloud Security Talks Recap: We hosted our final Google Cloud Security Talks event of 2021 where our security teams focused on zero trust and covered everything from Google’s history with BeyondCorp to our strategic thinking when it comes to applying zero trust principles to production environments. We also shared product updates across the portfolio and talked about how zero trust fits into our invisible security vision. Check out the recap in this blog post and watch the sessions virtually on-demand.Autonomic Security Operations: Our Autonomic Security Operations solution continues to resonate with organizations and security professionals widely as teams look for more ways to modernize their security operations. Dr. Anton Chuvakin and Iman Ghanizada from the Google Cybersecurity Action Team recently published a whitepaper on how organizations can work towards a 10x transformation of their SOC. Their first blog post in a series of many looks at what security teams can learn from Site Reliability Engineering (SRE) principles and philosophies to begin their journey towards modernizing the SOC. ComplianceSoftware-Defined Community Cloud: Our Google Cloud compliance team outlined a new concept for how the industry can address challenges within legacy community cloud implementations. Our Assured Workloads product implements a novel approach to help customers meet compliance and sovereignty requirements through a software-defined community cloud. A software-defined community cloud is designed to deliver the benefits of a community cloud in a more modern architecture. Google Cloud’s approach provides security and compliance assurances without the strict physical infrastructure constraints of legacy approaches.Continuous Compliance: Following the Google Cybersecurity Action Team’s launch of the Risk and Compliance as Code solution, our customer engineering teams shared some timelycase studies on how Google Cloud customers are reaching continuous compliance, encompassing real-time attestation and notification. The key learning: the more familiar control owners become with our GCP capabilities, the more confident they feel to automate their controls.Shared FateSecured Data Warehouse blueprint: Google Cloud customers can jump start the migration and analysis of sensitive business data by using the new Google Cloud Secured Data Warehouse blueprint. This opinionated guidance consists of both documentation and deployable Terraform assets.  It is built around BigQuery and incorporates Cloud DLP, Cloud Storage, PubSub, Dataflow, Data Catalog, and CMEK to implement security best practices across data ingestion, storage, processing, classification, encryption, logging, monitoring and governance. Security Foundations Blueprint v2.5: And we’re excited to announce the next version of our Security Foundations Blueprint. New content provides further control for data residency and also supports Assured Workloads for enhanced native platform guardrails.  We review the guide and corresponding blueprints regularly as we continue to update best practices to include new product capabilities. Controls and ProductsNetwork-based Cloud threat detection with Cloud IDS: We announced the general availability of our Cloud IDS solution that helps enterprises detect network-based threats and helps organizations meet compliance standards that call for the use of an intrusion detection system. With the general availability, Cloud IDS now has the following enhancements: service availability in all regions, detection signatures automatically updated daily and new compliance support for customers’ HIPAA compliance requirements and ISO27001 certification.New zero trust features in BeyondCorp Enterprise: The BCE team released the Policy Troubleshooter feature in general availability. The tool provides support for administrators to triage blocked access events and easily unblock users within an organization, which is an essential tool for admins as employees continue to work remotely or in hybrid and need ways to access corporate resources and information securely. Keyless Authentication from GitHub Actions: Following GitHub’s introduction of OIDC tokens into GitHub Actions Workflows, you can now authenticate from GitHub Actions to Google Cloud using Workload Identity Federation, removing the need to export a long-lived JSON service account key.  New functionality like this is a part of Google Cloud’s ongoing efforts to make security invisible and our platform secure-by-default. Learn more in the blog post. Threat Intelligence Combating cyber crime at scale: In December, Google took action to disrupt Glupteba, a sophisticated botnet targeting Windows machines. This was also the first lawsuit against a blockchain enabled botnet, where the attackers protected itself using blockchain technology. Google’s Threat Analysis Group took steps to detect and track Glupteba’s malicious activity over time and we launched litigation which we believe will set a precedent and help deter future activity. The details in TAG’s analysis and our litigation demonstrate that crime on the internet is sophisticated, and at Google, we feel a responsibility as part of this ecosystem to play a part in disrupting this activity to help everyone on the Internet be safer.iMessage zero-click exploit: In a recent blog post, Google’s Project Zero researchers show for the first time how an in-the-wild zero-click iMessage exploit works and how it is used by NSO. Must-listen podcasts Earlier this month, the Google Cloud Security podcast hit a major milestone: 46 episodes in its first year! Check out this post to see the top themes from our podcast throughout 2021, including episodes on zero trust security, cloud threat detection, how to make cloud migrations more secure and data security in the cloud. This wraps up the year for Cloud CISO Perspectives in 2021! We’ll be back in 2022 with continued updates from our Google Cybersecurity Action Team and more. If you’d like to have this Cloud CISO Perspectives post delivered every month to your inbox, click here to sign-up.Related ArticleCloud CISO Perspectives: November 2021Google Cloud CISO Phil Venables shares his thoughts on the latest security updates from the Google Cybersecurity Action Team.Read Article
Quelle: Google Cloud Platform

Google Cloud’s top AI blog posts from 2021

Artificial intelligence (AI) remained in the spotlight over the last year, as the gap continued to grow between organizations that merely possess data and those that can use data to leverage the power of AI to generate actionable insights or improve customer experiences. At Google Cloud, helping you turn AI investments into real-world results is one of our foremost goals—and we kept our foot on the gas in 2021, launching a variety of new solutions, research, and tutorials. But don’t fret if you might have missed anything along the way. Whether you’re a seasoned data scientist or someone looking to solve problems with AI for the first time, Google Cloud offers platforms, tools, and best practices for all levels of expertise—and to close out the year, we’ve collected some of our top 2021 AI blog posts to help you kick off 2022 on the right foot.  Vertex AI: one platform for all your ML toolsUnveiled in May, Vertex AI was one of our most significant AI announcements of the year. A managed machine learning (ML) platform, Vertex AI supports your data teams more quickly building, deploying and maintaining ML models. Compared to competing platforms, it requires almost 80% fewer lines of code to train a model, helping your organization to implement Machine Learning Operations(MLOps) across all levels of expertise. Whether you’re newly adopting Vertex AI in 2022 or have been using it for months, here are a variety of articles to help you take full advantage of its powerful feature: What is Vertex AI? Developer advocates share moreAI Simplified: Managing ML data sets with Vertex AIUse Vertex AI Pipelines to build an AutoML classification end-to-end workflowBuild a reinforcement learning recommendation application using Vertex AIVertex AI Matching Engine: Blazing fast and massively scalable nearest neighbor searchPyTorch on Google Cloud: How To train and tune PyTorch models on Vertex AIAnnouncing Vertex AI Pipelines general availabilityVertex AI NAS: higher accuracy and lower latency for complex ML modelsCoca-Cola Bottlers Japan collects insights from 700,000 vending machines with Vertex AIGoogle demonstrates leading performance in latest MLPerf BenchmarksCCAI: reimagining customer experiences with the power of AIGoogle Cloud’s Contact Center AI (CCAI) platforms make ML-powered language models more accessible and impactful by helping even companies with limited AI expertise to uncover insights in customer and partner interactions, and deploy virtual agents that can chat naturally with customers.CCAI is built specifically to help call centers deliver excellent customer service on demand, even when human agents are unavailable, and we added powerful new features throughout the year, including Speaker ID, whichlets customers authenticate themselves with just a few spoken words; Agent Assist, which provides human agents with continuous insight into customer intent during calls and chats; and CCAI Insights, which uses AI to mine raw contact center interactions for insights, regardless of whether the data originated with a virtual or human agent. To learn more about how customers are leveraging CCAI, don’t miss our post about HSBC’s use of Dialogflow, a part of CCAI, to ease the call burden on its policy experts. DocAI: unlocking the value in unstructured data Our Document AI (DocAI) platform eliminates the guesswork and manual labor involved with document processing, helping your teams to better understand the data captured in documents and to streamline workflows. So your business can move even faster from implementation to value, we’ve introduced use case-specific additions to the platform, including Lending DocAI, Procurement DocAI, and Contract DocAI. To dive into how our customers are putting DocAI solutions to work, be sure to check out these articles: How Mr. Cooper is using AI to increase speed and accuracy for mortgage processingGoing global: Workday uses Google Cloud AI to accelerate document processingIndustry solutions: smarter decision making, from retail to manufacturing Delivering the right information to customers in the right context is crucial, so we’re pleased to see the great results that retail customers like IKEA and Bazaarvoice have enjoyed with our Recommendations AI solutions, achieving 30% and 60% increases in click-through rates, respectively. We published several blogs in 2021 to help you do more with this solution, including: Recommendations AI data ingestionRecommendations AI modelingServing predictions & evaluating Recommendations AIHow to get better retail recommendations with Recommendations AIIn addition to our use case-oriented DocAI solutions and our Recommendations AI work with retailers, we’ve also been digging into other specific industries and challenges, highlighted by the following:Visual Inspection AI: a purpose-built solution for faster, more accurate quality controlNew research reveals what’s needed for AI acceleration in manufacturingTranslation: customer connections without language barriersTranslation is one of the fastest growing AI use cases, and we rolled out a wide range of feature updates to help you connect with customers, highlighted by the ability to translate business documents across more than 100 languages. If faster translation workflows are among your 2022 resolutions, don’t miss our post about best practices for translating websites with Translation API or our article about how the city of San Jose uses AI translation to ensure critical services reach the community. We’re just getting started: training and recognition At Google Cloud, we see AI continuing to impact business and continuing to become easier to implement and leverage—so the preceding 2021 are just the tip of the iceberg. We’re looking forward to helping your organization do even more with AI in 2022, but in the meantime, here is a collection of blogs highlighting some of our additional research, recommendations, and plaudits, as well as training resources to help you do more with AI, faster: Forrester names Google Cloud a leader in AI InfrastructureGartner names Google a leader in 2021 Magic Quadrant for Cloud AI Developer Services reportGoogle Cloud AI leaders share tips for getting started with AIWhy you need to explain machine learning modelsFree AI and machine learning training for fraud detection, chatbots, and moreGrow your ML skills with free offer from Coursera7 tips for trouble-free ML model trainingYour guide to all things AI & ML at Google Cloud NextRelated ArticleGoogle Cloud expands CCAI and DocAI solutions to accelerate time to valueGoogle Cloud deepens customer understanding with Contact Center AI Insights and transforms contract management with Contract DocAIRead Article
Quelle: Google Cloud Platform

Google Meet in 2021: A year of accelerated innovation

2021 has been a year of change for all of us as the pandemic continued to expedite technology’s role in keeping us connected through video. Google Meet played a significant role in enabling those connections, helping friends, families, and colleagues across the globe safely come together. As we saw in our recent global Economist Impact survey (October 2021), hybrid work has become a standard practice for many, underscoring the need for meaningful video meetings for the foreseeable future. Our survey also saw that, over the course of the pandemic, a lack of physical connection has led to feelings of disconnectedness. That’s why this year we’ve worked hard to enable ways for people to stay connected in a more human way—with a solution that’s flexible, immersive, inclusive, and secure by design. Here’s a look back at this year’s most requested and impactful Google Meet features that help address the challenges of hybrid work, learning, and life.Fueling the flexible future of workAs many of us worked from home and others made big moves across the country, we delivered greater flexibility to support work-from-anywhere. We introduced new features that help people easily join or host meetings from their device of choice.A new, intuitive interface allows participants to get started quickly, display up to 49 people at once, and hide self-view to reduce meeting fatigue. A standalone progressive web app and updated mobile apps allow you to join from your device, whether you’re working from your desktop or connecting from your phone on a walking meeting.Recently increased meeting sizes of up to 500 attendees for select Education, Business, and Enterprise plans helps ensure everyone has a spot in the meeting. Attendance reports that can keep track of attendees, whether for work, a class, or a new workshop you’re hosting.The new, intuitive interface lets you hide your video tile to reduce meeting fatigueMaking meetings more immersive As people returned to the office, many organizations needed to ensure an immersive meeting experience for in-person and remote attendees alike. To support this challenge, we invested in new Google Meet hardware and features that help bridge the gap.Companion mode, rolling out to users in January, allows you to join a meeting from a conference room on your personal device to actively participate in chats, polls, and Q&A, while leveraging in-room audio and video.New Google Meet Series One all-in-one video conferencing devices, Series One Desk 27 and Board 65, and Rally Bar and Rally Bar Mini room solutions from Logitech can turn almost any space into a video collaboration hub.Recently launched interoperability between Cisco Webex devices and Google Meet devices can broaden your calling network and create a cross-platform experience. Organizations can also get more from their Google Meet hardware, which can now be leveraged as digital signage displaysfor workplace announcements when not in use.Series One Desk 27 is a all-in-one touch-enabled video conferencing device for the office or home officeSupporting collaboration equityFor meetings to be more equitable and inclusive, we want to help everyone on the team feel seen and heard. Regardless of where you’re dialing in from, your level of experience with video meetings, or the language you speak, you can have the opportunity to engage and participate. New virtual backgrounds, automatic light adjustment, and noise reduction help keep the focus on people and ensure that participants can be seen and heard, whether they’re joining from the office, a coffee shop, or the kitchen table.Hand raising improvements with automatic lowering give participants the opportunity to share their perspectives, while breakout rooms can help facilitate deeper engagement in small group discussions.Polls and Q&Acan help keep the presentation going and on topic while helping to make sure the audience is engaged and questions are answered.Translated captions, rolling out soon, and live caption support for multiple spoken languages can help attendees who are deaf or hard of hearing, speak a different primary language, or are in a noisy location, better understand and participate in meetings.Translated captions can help ensure all attendees understand and participate in meetingsGreater control and protection for your conversationsAs more organizations adopt cloud-based meeting solutions, security remains top of mind for IT decision makers. To address this concern, we launched new security features and host controls on top of our trusted global infrastructure to help better protect your data and conversations.With client-side encryption for Google Meet, currently in beta, companies are able to manage encryption keys in-house to help fulfill data sovereignty and compliance requirements. Meeting hosts and co-hosts can now choose which attendees can share screens and send chats, as well as mute the room when others are speaking and end the call for everyone on the call.Organizations and individuals can record meetings with confidence and control view access with Google Drive for on-demand viewing.Meeting hosts can now reach a broader audience with live stream support for up to 100,000 viewers that can be shared with people in other trusted organizations.As I look back on 2021, I’m so proud of the innovations our team launched, and more importantly, our customers’ perseverance in adapting to the new realities of the workplace. They’re leveraging our solution along with new workplace practices to bridge the gap and make hybrid work feel more human. We’re excited to see all the ways (and places) people will use Meet to connect, create, and collaborate in 2022.
Quelle: Google Cloud Platform

The top three insights we learned from data analytics customers in 2021

As you know, we’re obsessed about learning from customers. That’s why, we made it a point to sit down with a new Google Cloud customer every week this year to share with you their journey both to our unified data cloud platform and what they’ve learned from their experience along the way. What began as a simple exercise of routinely keeping up with our customers quickly evolved into a complete video series that I have the pleasure of hosting every Tuesday. This year you learned from companies of all sizes, all industries and across the globe.In this series, we learn that succeeding with data requires tough business decisions, a lot of creativity and a specific vision. Perhaps for the first time, this series, aptly titled “Data Journeys,” spotlights our community voices from the data space in a genuine, grassroots, and unfiltered way.We’ve learned so much from each customer guest and their company’s unique challenges, trials, and triumphs – all things that make up a great journey or adventure. So, as we put the wrappings on another eventful year, we’re thrilled to tie a bow around our 2021 customer “Data Journeys” and share the top 3 learnings from their journeys with you.Lesson 1: Customers migrating to the cloud aren’t simply looking for a provider that can successfully execute a lift-and-shift motion. Instead, they look to take advantage of their cloud migration as an opportunity to rethink, relearn, and rebuild. When they were reaching the end of their contract with a different data warehousing provider with a fixed compute model, Keybank, a regional financial institution with over 1,000 branches managing over $145 billion in assets, decided to migrate to the cloud. I was fortunate to speak with Mike Onders, EVP Chief Data Officer, Divisional CIO, and Head of Enterprise Architecture for Keybank who led the migration charge. According to Onders, he decided Google Cloud Platform was the right fit for the dynamic, security-sensitive nature of the banking company’s business because Google’s data suite provided an elastic, fast, and consistent environment for data. When selecting Google Cloud however, Keybank was clear they did not want to simply lift-and-shift their Teradata Warehouse, analytics users, and Hadoop Data Lake to Google and wipe their hands to call it a day. Instead, they saw the migration as an opportunity to reinvent old processes and traditional ways of doing banking. “We really spun up Python and Spark clusters to do some new fraud modeling, especially around smart holds and check deposits and how to use fraud algorithms to determine whether we should hold this money or release it to you when you deposit that check,” Onders said.We really spun up Python and Spark clusters to do some new fraud modeling, especially around smart holds and check deposits and how to use fraud algorithms to determine whether we should hold this money or release it to you when you deposit that check Mike Onders , EVP Chief Data Officer, Divisional CIO, and Head of Enterprise Architecture at KeybankIn addition to smart check hold modelings, Keybank has re-engineered how they conduct attrition modeling, next best offers/product recommendations, and credit risk predictions using Google Cloud’s intelligent data cloud platform. Now, they are eyeing even more new innovation, particularly around how to use data to drive customer satisfaction and differentiate their services from their competitors. .For more insights, watch Keybank’s episode on Data Journeys. Lesson 2: Customers are passionate about applying Google’s technology, from predictive analytics to AI and automation, to ‘data for good’ initiatives.TELUS is one of Canada’s largest telecommunications companies with over 9.5 million subscribers. The powerhouse manages geolocated data generated by talk and text signals, networks, and cellular towers across the country. For some perspective on the sheer amount of data they handle, TELUS analyzed over 1.2 petabytes of data last year and are expecting that number to grow more each year. In March of 2020 it became clear that COVID-19 was more than an outbreak and growing to be a global pandemic, and TELUS faced a choice to carry on business as usual or to serve their community at a larger scale. With Google Cloud by their side to support them, the choice was a no brainer.TELUS realized they could leverage their data residing within Google Cloud’s data cloud in a privacy-preserving manner to launch a data for good initiative and support all Canadians during a time of need. Within a matter of just 3 weeks using tools like BigQuery and Data Studio, TELUS launched a new platform that empowered the Canadian government to make better strategic decisions about how to combat COVID within its borders – all while keeping individual subscribers’ data private.For their efforts, TELUS earned a HPE-IAPP Privacy Innovation Award and helped the government contain and minimize the spread of the virus.After speaking with Michael Ames, Senior Director of Healthcare and Life Science at SADA, I realized their company was similarly focused on using data analytics technology for community good. SADA is a Google Cloud Premier Partner that offers consultation and implementation services. Ames’ day-to-day involves helping hospitals and healthcare providers migrate their data to the cloud. Hospitals and healthcare systems around the United States undoubtedly handle massive amounts of data from symptom records to patient history to insurance and payment records, and more. SADA realized that increasing the rate that the right treatment would be matched with the right person during their first visit would help hospitals run their business better, increase patient satisfaction and health, save both parties time and money, and therefore maximize profits that hospitals could reinvest in care for their community. But, after conducting a study with the journal Nature taking the top ten biggest drugs by revenue and analyzing how they affected patients to determine whether they achieved their intended purpose, Ames knew matching the right drug with the right patient was a major issue. Once SADA used data to create predictive models within Google’s intelligent data cloud stack, they were able to help doctors prescribe medications that better matched individual patient needs and health profiles, providing far more personalized medicine. Looking forward, SADA is excited to use a data-driven approach to improve other aspects of health care. “Take that idea of prescribing drugs and expand that to physical therapy treatments, behavioral therapy treatments, decisions we make about where and how people should live, whether we should build a park in a certain neighborhood, how the air quality is affecting health, and we start to get a sense of the need to bring data together in a way that will be… much more powerful in treating the health of people” Ames said.Take that idea of prescribing drugs and expand that to physical therapy treatments, behavioral therapy treatments, decisions we make about where and how people should live, whether we should build a park in a certain neighborhood, how the air quality is affecting health, and we start to get a sense of the need to bring data together in a way that will be… much more powerful in treating the health of people Michael Ames, Senior Director of Healthcare and Life Science at SADAFor more insights, watch TELUS’ episode and SADA’s episode on Data Journeys. Lesson 3: Customers choose Google Cloud to address today’s needs, but also because they are gearing up with technology that can solve their unknown problems of tomorrow. Delivery Hero is the largest food delivery network outside of China. The food delivery company operates in over 50 countries and processed over 663 million orders in just the first quarter of 2021.I was shocked to learn that millions of orders equal 174 data sets, 5,000 tables, and upwards of 7 million queries a month. Hence, it was my pleasure to speak with Matteo Fava, Delivery Hero’s Senior Director, Global Data Products and Analytics, and understand how they manage their immense data volume.A significant part of Delivery Hero’s data strategy involves making sure the right teams have access to the right data on the backend, and that their customers have a safe, efficient, and enjoyable experience of receiving their food on the frontend. In fact, that was the main reason why they partnered with Google Cloud in the first place: to ensure business would run as usual with no hiccoughs.  As Fava’s team gained deeper understanding into user behavior and delivery routes through Google Analytics and BigQuery, Delivery Hero discovered a puzzle they hadn’t previously anticipated of how to best deliver food in a consistent way despite significant cross-cultural differences between countries or even cities or neighborhoods within the same country. One such puzzle was how to optimize “horizontal” deliveries such as delivering to standard homes versus “vertical” deliveries such as delivering to apartment buildings while often keeping a 15 minute delivery promise to their customers. Delivery Hero ultimately used real-time insights into deliveries and predictive modeling to ensure their estimated time of food delivery took into account longer elevator wait time in populated cities like Hong Kong and the time it takes to enter and navigate condominium complexes in places like Dubai. Delivery Hero knew it was one thing to have an efficient new platform for managing data, but it’s another to trust that this platform can solve unexpected challenges that may not be apparent today. For more insights, watch Delivery Hero’s episode on Data Journeys. Wrapping it upWe can’t wait to explore new customer data journeys next year and continue to share insights with the  community. We hope you’ll follow the Data Journey series  by subscribing to the  playlist, and if you have a great suggestion for a guest (or want to be a guest yourself), please let us know!
Quelle: Google Cloud Platform

Reaching more customers with Contact Center AI: 2021 Wrap-up

2021 has been a high-stakes year for call centers, with many organizations forced to rapidly scale up their call center operations in response to ongoing pandemic disruptions. We’re proud that 2021 has also been an amazing year for Google Cloud’s Contact Center AI (CCAI), which has helped our customers adapt and thrive, despite the challenging conditions. Beginning in January, we launched Dialogflow CX in GA. Agent Assist preview was released in May. Most recently, CCAI Insights GA was announced at Google Cloud NEXT in October. During NEXT, we shared lots of great content on how you can use CCAI to improve your customer experience with these breakout sessions:Using CCAI Insights to Better Understand Your Customers Customer Impact with Conversational AI Drive Results by Transforming the Customer Experience with AI-Powered Business MessagesBut don’t just take our word for it. We also got a chance to hear how some companies are using CCAI to better reach their own customers, including The Home Depot, TELUS, and Love Holidays. We partnered with CDW to discuss  transforming the contact center with AI and with Quantiphi on how to migrate from Dialogflow EX to CX. Our integration with Looker Block also makes CCAI Insights even more powerful by visualizing contact center metrics. Over the summer, we hosted aDialogflow CX competition with more than 1,100 participants. Just last month, we showed how we’ve enabled businesses to use AI in their interactions using Google Business Messages. Looking to the future, we talked about the future in our article,“Reimagining your Customer Experience with Conversational AI.”  Amwell,  a U.S.-based telehealth company that is launching CCAI, including the recently launched CCAI Insights, is among the enterprises harnessing AI to transform its call centers. “With Contact Center AI, we aim to digitize our support for improved operational efficiency and elevated analytics capabilities, while enhancing the customer experience for patients, providers, and staff,” says Paul Johnson, SVP Client Services at Amwell. “Contact Center AI Insights will allow Amwell to better understand why our platform users are reaching out to support and how they feel about the overall experience – valuable insights for our support organization.”As we recap the momentum of CCAI for 2021, it’s also a good time to review exactly how CCAI works.What is CCAI?As the volume of customer calls increases, it’s becoming even more important to make the most of human agents’ time to lower costs and improve customer experiences. CCAI enables you to do just that: it frees human agents to concentrate on more complex calls by providing them with real-time information to better handle those calls. Single source of intelligence: Contact Center AI provides a consistent, high-quality conversational experience across all channels and platforms, both human and virtual. Because the “brains” of CCAI are centralized in the cloud, you can apply consistent intelligence across every application in the customer journey. Ability to go off-script: Huge cost savings can be realized by having a virtual agent handle voice calls. This is easier said than done, however,  because conversations rarely are completely linear; instead, they meander from topic to topic, which is difficult to handle programmatically in a fixed-path Interactive Voice Response (IVR) system.   Contact Center AI has the ability to go “off script” — to let callers go down tangents or side paths to the main conversation, while still tracking towards the main objective of the call.  With CCAI, your virtual agents can answer complex questions and complete complicated tasks, including allowing for unexpected stops and starts, unusual word choices, or implied meanings.  Developers can define supplemental questions, and CCAI can easily retain the context, answer the supplemental question, and come back to the main flow.Versatile fulfillment: CCAI has the ability to handle multiple use cases for the customer with the same virtual agent, which enables you to fully automate routine tasks and deflect calls.  The same virtual agent can take a payment, update information like a phone number, give a customer information on their balance, and process information for other tasks, all within the same conversational flow.How does CCAI work?CCAI has three key components:Conversation Core: This is the central AI brain that underpins CCAI and its ability to understand, talk, and interact.  It enables and orchestrates high-quality conversational experiences at scale making it possible for customers to have  conversations with a virtual agent that are as good as conversations with a human agent.Understand – Speech-to-text speech recognition understands what customers are saying regardless of how they phrase things, what vocabulary they use, what accent they have, and so on. Talk – Text-to-speech enables virtual agents to respond to customers in a natural, human-like manner that pushes the conversation along, rather than frustrate them.Interact – Dialogflow identifies customer intent and determines the appropriate next step. You can build conversational flows in a point-and-click interface, and generate automated ML models for human-like conversational experiences.Virtual agents with Dialogflow: This component automates interactions with customers, using natural conversation to identify and address their issues. Virtual agents enable customers to get immediate help anytime, day or night. Agent Assist: This component brings AI to human agents to increase the quality of their work, while decreasing their average handling time.  Agent Assist shares initial context and provides real-time, turn-by-turn guidance to coach agents through business processes, as well as full call transcriptions that agents can edit and file quickly. CCAI Insights: CCAI Insights aids your contact center management team in making better data driven decisions for their business by breaking down conversations using natural language processing and machine learning. Having this information allows your business to reduce manual analysis and focus on decision making like which conversations need your attention, where to deploy virtual agent automation to have the biggest impact and how to address your customer needs.  How does CCAI create experiences for agents and customers? When a user initiates a chat or voice call and the contact center provider connects them with CCAI, a virtual agent engages with the user, understands their intent, and fulfills the request by connecting to the backend. If necessary, the call can be handed off to a human agent, who sees the transcript of the interaction with the virtual agent, gets feedback from the knowledge base to respond to queries in real time, and receives a summary of the call at the end. Insights help you understand what happened during the virtual agent and live agent sessions. The result is improved customer experiences and CSAT scores, lower agent handling times, and more time for human agents to spend on more complicated customer issues.And there you have it: a quick overview of CCAI and its progress in 2021. For more details, check out the documentation or our CCAI solutions page.For more #GCPSketchnote, follow the GitHub repo. For similar cloud content follow me on Twitter @pvergadia and keep an eye out on thecloudgirl.dev.Related ArticleGoogle Cloud expands CCAI and DocAI solutions to accelerate time to valueGoogle Cloud deepens customer understanding with Contact Center AI Insights and transforms contract management with Contract DocAIRead Article
Quelle: Google Cloud Platform