Chatbots have a shady history of not delivering on the promises made by their creators. This is especially true in the IT service management (ITSM) and multilingual natural language processing (NLP) arenas, where service desks have been inundated with complaints – yep, about the support chatbots. Chatbots must often be specifically developed with constraint and logic processes supported by natural language processing (NLP) and machine learning only to get the English language subtlety right and how businesses communicate. If that seems like a science experiment, it is, and the test subjects are IT users. Chatbots were contributing to already overcrowded trouble-ticket queues due to their complexity. Moveworks’ revelation this week that its platform would handle French, Italian, German, Spanish, and Portuguese knocked down this multilingual NLP barrier. The startup believes that its approach to scaling languages in a corporate environment — which involves no scripting or pre-integration work — is the way of the future for conversational AI in the workplace. Furthermore, the platform extends beyond translation to grasp support issues in any language by utilising custom natural language understanding (NLU) models that have been taught to recognise industry jargon. Moveworks uses techniques like cross-lingual information retrieval, which ranks all accessible replies according to their relevancy, to resolve requests from beginning to end. Flowchart depicting how Moveworks adapts responses to the user’s preferred language, in this case English, Portuguese, or German. Above: Moveworks uses context to show each employee the most relevant answer in their preferred language. At scale, multilingual NLP When it came to developing its AI platform, Moveworks chose a different strategy than its competitors. It was created to improve workflows and remove the hurdles that prevent businesses from automating many typical support issues. The multilingual NLP package includes a number of machine-learning models coordinated around the nuance and meaning of words in an enterprise environment, and it is based on an intelligence engine that acts as the cornerstone of the conversational AI platform. That is laborious, difficult, and difficult to perform consistently, which is why no one else has done it using an AI platform yet. You can rest assured that many businesses are attempting to do so. Amazon, Amelia, Cognigy, Google, IBM, Kore.ai, Microsoft, Nuance, Pypestream, ServisBot, and Uniphore are among the companies that have created chatbots for production, according to Gartner’s Hype Cycle for Natural Language Technologies, 2021. Others are most likely working on this capability as well. The amount of setup and training required for traditional chatbots is one element contributing to their shaky track record; it’s yet another new system that service desk IT staffs must build and personnel must master. Moveworks’ technique, on the other hand, learns each company’s terminology on the fly and takes into account an employee’s location, department, and preferred language without requiring any setup or training. Moveworks trains their machine-learning models with 250 million difficulties. The Moveworks AI platform, among other things, uses this technology to adjust to language preferences in real time and assure realistic back-and-forth communication, even when requests involve various languages, according to the business. Furthermore, Moveworks uses machine learning to determine when to adapt and switch languages in order to provide users with a solution as rapidly as feasible. The outcome, according to the corporation, is a real-time answer in their native language to each employee, via any communication channel, at any time. A schematic illustrating the Moveworks bot adjusting to a French-speaking Canadian user named Jeanne’s expressed and implied needs. Above: Machine learning is used by the Moveworks Intelligence Engine to discover the underlying structure of employee assistance issues across many languages. Results from the real world The adoption rates, interactions, and cost reductions delivered to enterprise accounts are the real tests of any conversational AI technology. Moveworks has successfully established a strategy that allows businesses to track the contributions of their platforms – a critical criterion for becoming a part of a company’s continuous workflows. Broadcom, DocuSign, and Western Digital are among the company’s top customers. “As a worldwide organisation, we need to provide the same level of assistance to every individual at Albemarle to enable them to reach their full potential, regardless of which languages they speak,” said Patrick Thompson, CIO of Albemarle, a global specialty-chemicals manufacturer. “By having a natural discussion with the bot, Moveworks provides our employees with 24/7 help in their own language.” They may now obtain help right immediately without us having to set up local service desks in each place.” Multilingual support is also being deployed by LinkedIn, Palo Alto Networks, Slack, Hearst, Autodesk, Broadcom, and other Moveworks customers. Albemarle is one of the first customers to receive support. The following are some other customer outcomes: Palo Alto Networks: More than 90% of employees use Moveworks, and Sheldon, the company’s Moveworks bot, has 122,000 daily interactions. DocuSign: Moveworks is used by 89 percent of its employees. Hearo, the company’s bot, manages the workload of eight full-time help desk agents, freeing them up to work on high-impact projects. “Moveworks delivers the automation we need to focus on the hard projects that matter,” said Saran Mandair, the company’s VP of worldwide IT. Unity: 91% of its employees are satisfied with Moveworks, and Unity has a 92 percent adoption rate. Ninja Unicorn, the company’s bot, enabled CIO Brian Hoyt to expand assistance to 45 offices across the world while “maintaining the same quality and speed without adding people.” Verisk’s Moveworks bot, Vic, has a 96 percent adoption rate. “Moveworks has meant so much more than cost savings,” stated David Lewis, AVP of computer services. The bot has absolutely transformed our employees’ experience; it is without a doubt the best business choice I’ve ever made.” “Despite the growing proliferation of CUI uses, Gartner research indicates that the two most mature and prevalent use cases are chatbots for customer support (phone, mobile, and a variety of online platforms) and call centres,” according to Gartner Research senior director analyst Annette Jump in a whitepaper titled “Emerging Technologies: Top Use Cases for
Virtru, a well-known name in data encryption and privacy, has released an external zero-trust key-management solution designed specifically for Google Cloud Platform administrators (GCPs). Virtru’s cloud-based software secures data as it travels over email and file-sharing platforms, such as SaaS solutions, cloud environments, and a variety of file ecosystems. It is intended to make a process that is generally arduous and time-consuming for security administrators easier. Next, Virtru allows administrators to handle encryption keys independently from data. This allows them to prevent data breaches, restrict unwanted access, and ensure that no third parties, including Google and Virtru, have access to the data without disrupting data stores. Users can also choose how their encryption keys are stored: on-premises, in a private cloud, fully hosted, or as optional HSM integrations. The benefits of keeping encryption keys distinct from data are numerous. Enterprises can safely manage their encryption keys independently of their data across Google Workspaces, GCPs, and other cloud apps with the help of an external key management solution. The technology protects data in data lakes, databases, and other different containers that traverse through Google’s cloud computing and AI capabilities. Virtru provides a unified global framework and policy language for all data travelling across the Google ecosystem, regardless of where the data source is generated. Users, devices, and systems all have the potential to produce it. According to John Ackerly, cofounder and CEO of Virtru, this solution addresses a pervasive problem of security in “leveraging big-data cloud computing.” Google’s portfolio has zero-trust security. Because of the solution’s zero-trust data standard, Google users can now optimise the GCP by extending data sovereignty from collaboration suites to cloud applications as needed. “Virtru is currently the only Google partner delivering data security to the full Google portfolio, including key management and supporting legislation like ITAR in the United States and Schrems II in the European Union,” Ackerly stated in a press release. Virtru has long been a Google partner for data protection and Google-recommended encryption key management, but the new solution now covers Gmail, Google Drive, Google Docs, Sheets, and Slides as well. To create these solutions, Virtru uses the open Trusted Data Format (TDF), a well-known encryption technology that is also employed by the US National Security Agency. Developers will like the solution’s interoperability with Google Cloud Platform’s Kubernetes Engine, Secret Engine, Compute Engine, BigQuery, Dataflow, Cloud SQL, and Pub/Sub services. Enterprise applications like as Salesforce, Zendesk, and Looker are also compatible with Virtru’s Data Protection Gateway, which works in conjunction with Google Cloud EKM. According to the company, their solution secures over 7,000 customers and improves collaboration capabilities for a network of over 260,000 domains. The quantity of emails and files protected by Virtru’s technology exceeds 2 million per day on a daily basis. Companies and institutions that use Virtru’s services include Next Insurance, DNA Worldwide, the state of Maryland, and Brown University, an Ivy League university.
Because of gaps in Google’s cybersecurity approach, banks, financial institutions, and larger businesses are hesitant to use the Google Cloud Platform (GCP), preferring instead to use Microsoft Azure and Amazon Web Services. It also doesn’t help that Google Cloud Platform has a reputation for being more focused on developers and their demands than on enterprise and commercial initiatives. However, Google now has a unique chance to broaden its customer base with new security services that aim to close many of those loopholes. Google officials overseeing the security business groups launched an ambitious new series of cybersecurity measures specifically for this reason during last week’s Google Cloud Next virtual conference. The launch of the Google Cybersecurity Action Team, new zero-trust solutions for Google Workspace, and the extension of Work Safer with CrowdStrike and Palo Alto Networks collaborations are among the most notable developments. However, the most important new announcements for businesses are on the BeyondCorp Enterprise platform. BeyondCorp Enterprise is Google’s zero-trust platform, which enables virtual workforces to access cloud and on-premises applications and work from anywhere without the use of a traditional remote-access VPN. BeyondCorp Enterprise for zero-trust security and Google’s Workspace collaboration platform are combined in Google’s Work Safer initiative. Workspace today has over 3 billion users and 4.8 billion installations of 5,300 public apps, making it a perfect platform for forming and scaling cybersecurity collaborations. Workspace also highlights the growing challenge that chief information security officers (CISOs) and chief information officers (CIOs) have in safeguarding the rapidly growing number of endpoints that now dominate their virtual-first IT infrastructures. Bringing order to the chaos of cybersecurity Google is aiming to persuade CISOs to trust Google for their entire security and public cloud tech stack with its newest wave of cybersecurity initiatives and product launches. Unfortunately, this does not reflect the reality of how many legacy systems CISOs have lifted and moved to the cloud for many businesses. New techniques to coping with how chaotic, lethal, and uncontrollable breaches and ransomware attacks have become were conspicuously absent from the many announcements. Work Safer, a programme that integrates Workspace with Google cybersecurity services and new integrations with CrowdStrike and Palo Alto Networks, is a step in the right direction, according to Google. According to a press release, the Google Cybersecurity Action Team will be “the world’s premier security consulting team with the primary objective of assisting the security and digital transformation of governments, key infrastructure, companies, and small businesses.” But let’s be honest: this is a professional services firm whose goal is to increase high-margin engagement in enterprise accounts. Small and mid-sized businesses, on the other hand, will be unable to afford engagements with the Cybersecurity Action Team, forcing them to rely on system integrators or their own IT employees. Why is it necessary for every cloud to be a trusted cloud? It’s a cloud-native world now, CISOs and CIOs tell VentureBeat, and that includes fixing security gaps in hybrid cloud deployments. Most enterprise tech stacks grew as a result of mergers and acquisitions, as well as a decade or more of cybersecurity tech purchases. In many situations, these are held together by specialised integration code written and maintained by third-party system integrators. Applications built on these tech stacks generate new digital-first revenue sources. This adds to the intricacy of the situation. In truth, every cloud must now be a trustworthy cloud. Google’s pronouncements on integration, security monitoring, and operations are necessary, but they are insufficient. Given their proven scalability in large companies, Google has always trailed behind the market when it comes to security monitoring by emphasising its own data loss prevention (DLP) APIs. To Google’s credit, it has formed a technology partnership with Cybereason, which will use Google’s cloud security analytics platform Chronicle to improve its extended detection and response (XDR) service and will use threat hunting and incident response logic to help security and IT teams identify and prevent attacks. Google now looks to have the components it lacked previously in order to provide its clients with a vastly improved assortment of security options. CISOs and CIOs will be especially interested in combining the BeyondCorp Enterprise Platform, Workspace, the Google cybersecurity suite, and new integrations with CrowdStrike and Palo Alto Networks to make work safer. Without a doubt, many people will demand a discount on BeyondCorp maintenance payments. While BeyondCorp is appealing to major businesses in general, it does not address the fast-paced arms race between bad actors and businesses. For desktop management, Google also includes Recapture and Chrome Enterprise, both of which are required by all enterprises in order to scale website protection and browser-level security across all devices. It’s all about defending against threat surfaces. In a cloud-native world, businesses must primarily safeguard threat points. Google has released a new client connector for its BeyondCorp Enterprise platform that can be customised to safeguard both Google-native and legacy applications, which are critical for older businesses. Non-web applications running in both Google Cloud and non-Google Cloud settings can now be accessed using the new connector, which allows authentication and context-aware access. BeyondCorp Enterprise will also include a policy troubleshooter that will allow administrators to diagnose access issues, triage events, and unblock users with greater freedom. Security officials spoke about embedding security into the DevOps process and developing zero trust supply chains to safeguard new executable code from being hacked throughout Google Cloud Next. To achieve that lofty aim for the company’s overall cybersecurity strategy, zero trust must be ingrained in every aspect of the development process, from design to deployment. Cloud Build is a serverless CI/CD platform for Google that supports builds, tests, and deployments. It is SLSA Level -1 compliant, with scripted builds and provenance support. In addition, Google introduced Cloud Build, a new build integrity capability that generates a verifiable build manifest automatically. A signed certificate defining the sources used in the build, the hashes of artefacts utilised, and other parameters are included in the manifest. Furthermore, binary authorization has been linked with Cloud Build