Perhaps when future historians look back to our time, they will point to the 2011 television show of the popular U.S. TV quiz Jeopardy as the turning point in the dominance of the human species.
After a well-publicized three-night marathon, IBM’s Watson supercomputer defeated two champion, but human, players. It was a spectacular display of what IBM calls “cognitive computing.”
Now that same technology is coming to a bank near you. In fact, it is already here.
Watson is being used to manage risk and provide personalized guidance and investment options at financial institutions. ANZ Global Wealth in Australia is using Watson to observe the types of questions coming from both customers and financial advisors. DBS Bank in Singapore is applying Watson to its wealth management business to improve the advice and experience delivered to its customers. The Inland Revenue Authority of Singapore is using Watson to help answer users’ questions about taxation. And Spain’s CaixaBank is working with IBM to help teach Watson Spanish.
Finance is one of the areas that lends itself to cognitive computing, says Sridhar Iyengar, Distinguished Engineer at IBM Research and part of the Watson team, and a guest speaker at Sibos 2015.
“The real area for Watson and cognitive computing is to help accelerate and scale human expertise by including unstructured data into decision-making.” It is estimated that unstructured data — the contents of a report, a video clip, perhaps a tweet — accounts for more than 80% of the world’s data.
Watson analyzes high volumes of data and processes information more like a human than a computer — it understands natural language and can generate hypotheses. Those strengths can be put to work in banks; but where will that leave employees?
Sensitive to the worries, Iyengar is keen to stress that Watson takes very much a supporting, not a leading, role. “We see Watson more as a cognitive assistant, working with the human, to make the human more effective.”
Aim Is To Make Employees More Effective
“Imagine an expert financial advisor. If you take a look at a typical financial services firm they may have literally thousands. A very small percentage of them are really, really good — perhaps maybe the top five or 10%.
“They are there because of the years of experience, the knowledge they have accumulated, and the insights they have gained into decision making.
“Our goal with Watson is really to bring that capability to the other 80%-90% of the people who may not have had the benefit of the years of experience. We will find a way to scale their knowledge with this augmented intelligence so that they can serve the customers better.”
It is a view echoed by Pedro Gaspar, Head of Live Banking for Novabase, a Portuguese software development house. Its Wizzio financial advisor support tool is powered by Watson. Given the impact that the financial crisis has had on employment, is Wizzio just another way for banks to lay off staff?
Gaspar denies that is the motivation. “We were very concerned to make an inclusive solution. The aim is to enhance the work of a financial advisor — it is not about replacing him or her, it’s about bringing more value. We are helping people become more productive, and so more valuable to the bank.”