I'm here with Yazdi, senior vice president for Global Business Services at Walmart.
Yazdi, how are you doing today?
I'm doing fine thank you very much.
So you've just come off stage a fireside chat with the publisher of Forbes
it working talk about how do you get a conversation one I think it went well we
were really focusing on how do we use artificial intelligence in the back
office so stuff where you use AI beyond our PA just it's not only about our PA
beyond our PA into supervised machine learning natural language processing in
running accounts payable accounts receivable doing the general ledger
compensation benefits stuff like that not the sexy stuff but this is the
boring stuff so how do how do you think it's changing the way people do the
boring stuff I think it is changing a lot because initially even if you could
automate in the back office you are only automating what you could
prescribe rules for and NRT a really changed that now with my supervised
machine learning you can even automate what the experts do which is judgment
based so you going beyond rules into judgment and that is what is really
transforming the space so why is this important to you know organization like
Walmart oh it is very important to an organization like Walmart because for
Walmart to compete it has to really invest in the consumer experience so it
has to make sure that the consumer can shop wherever they want to so it has to
create omni-channel it has to create the last smile and to
invest in that they have to extract cost out of the back office so it's not only
about the cost but a back office with a I can even create value for the company
can reduce cycle time so there's a lot of things that Walmart can do and
Walmart is the biggest company in the world it has two and a half million
employees and it's got a you know sales of half a trillion dollars and it's got
a lot of course and if we can harness those costs with AI and invest in the
consumer experience Walmart could be unbeatable so do you see the you know
this kind of back-office transformations you see it as part of a wider way of
competing with e-commerce or what was the challenge there with the
leading retailer of e-commerce yes so so does that really come down to select
supply chains or just driving efficiencies to the point where you can
actually still deliver like a you know how does this affect the the retail
experience on the front end my job is not the retail experience my job is to
create value in the back office so that you can invest in the retail experience
so um you know retail has been like the whole sector has kind of been
transformed the last 20 years why do you think time you know why do you think
people should really be prioritizing technology do you think the back office
is probably the most important or what do you see there the real like power
lying at the minute so most big companies what they did was they use the
back office for wage arbitrage so send a book to India and Costa Rica and then
forget about it and now even beyond wage arbitrage you can get a lot more value
with artificial intelligence so people are waking up to that so what advice
would you give to two other enterprises that are trying to get started with you
know transforming their back office it a lot of a lot of advice here I've been in
this area now for 20 years and I have made a lot of mistakes I think the most
important advice is don't automate activities think of how you can automate
so that you don't even have the work in the first place so for example in the
shared service you the most effort goes in exception handling so instead of
automating how you manage exceptions automate in a way that you don't have
exceptions in the first place that's that's really the bigger said why
the second biggest advice is there's this mad rush to automate right now and
folks have to take a step back to realize what if the automation fails
because what I see is a lot of folks automating and then not creating a
business continuity plan or a disaster recovery if the automation fails and
I've seen it's stuff where you put something in and are three months later
there's an outage the folks have left and people don't know how to do the work
manually so these are the two pieces of advice I'd give
folks if they're embarking on AI in the back office so you know raising the
point of that that cultural challenge of kind of sustaining you know those skill
sets in an organization how do you how do you scale you know with this how do
you make it something be sustainable no I think I think it is a journey I don't
think there's an end game yeah I think I think you've got to really keep abreast
of what's happening experiment a lot have a portfolio system that allows you
to fail quickly and shut off projects before it goes too far so that it's it's
an innovation mindset it's it's no longer that shared service automation
follows the usual sa PE portfolio it's more a innovation portfolio it's it's a
completely different ballgame so you know obviously AI summits today and
tomorrow lots of different companies here what have you really been taking
away from the event today I think what a ridiculous there is still a lot of
learning to be done I think people are at very different stages there's no
framework it's it's a young field and half the times people are are eager to
learn and when they hear things are happening in other companies they like
hey I should be why am i left behind but I don't think that people have reached
the stage where they're really able to deliver it's it's it's there's a lot of
proof-of-concept going on there's a lot of piloting going on so I think folks
should realize that it's it's not that everyone's been left behind so I think
there's a feeling out there where everyone's like hey you should be doing
this too is there anything you've seen that that you'd like to take away in
terms of implementing you know there's lots people here going we need to do
this we need to do that is there anything you've seen like you think I've
need that yeah I I've definitely seen a few things which are good I think I'm
staying ahead of what's what's in the future because the two areas that really
impact me is natural language processing and supervised machine learning so I'm
really focus on that area but I've got to sort of keep my eyes and ears open
for what's next and is that relevant to the shared
service area because a lot of computer vision a lot of cool stuff is more in
the medical field it's more in consumer behavior it's more in retail execution
not in back-office so but it's it's it's a very interesting young subject I just
love it it's very exciting so on the on the concept you know on the point about
the future and what's next what do you think is next what kind of your would
you like to see happen in the field in the next year or so no I think the
democratization of AI there in I subscribe to few api's and the guardians
are done for me and I mix and match I I think that needs to accelerate I think
it's it's a great thing that we're embarking on that it's that I am glad
that Facebook Amazon Apple Netflix and Google did not sort of keep the stuff to
themselves and they shared it and that's the reason of the reasons why it has
really blown up I think that should continue and I think there should be
possibly next year there should be a session where they really start off with
the basics of AI for I think some of the participants I think it's needed like
such a large show well ya see previous day half a day like come for three hours
we we will talk to you as if you're a 7 year almost never heard of the I and you
got to really explain what it is start from the very basics I think that would
be good yeah well yeah the baby stage hey Wow yeah see talk show to me today
it's been really enlightening
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