About Shifting Gears - Ideas that Accelerate

Investor, Entrepreneur, Neurosurgeon; Co-founder and General Partner of JAZZ Venture Partners

Improving Performance of the Enterprise Workforce Using Artificial Intelligence to Augment Human Capabilities

Congrats to the Augment team! Augment is applying cutting-edge human-in-the-loop machine learning AI technology to improve human performance. Augment combines a deep knowledge of cognitive processes and how humans interact with AI to unlock the capabilities of the workforce to provide faster and better services. Augment’s technology makes enterprises more competitive while enhancing the customer experience.

See article from NASDAQ’s Marketwired:

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Augment Launches AI Platform for Fortune 500 Brands

AI Innovation Leader Raises $5 Million Series A Funding to Revolutionize Customer Interactions

SAN FRANCISCO (Marketwired – September 14, 2017)

Augment, a leader in customer experience-driven artificial intelligence (AI), emerged from stealth today with the launch of its industry-first customer experience AI platform. Unlike first generation chatbot providers that attempt to remove humans from customer interactions, Augment’s “human-in-the-loop” approach allows brand representatives to deliver superior customer experience through live chat applications — backed by powerful machine learning and a training set of over 100 million interactions. With a founding team of data science and enterprise veterans coming out of parent company Silicon Valley Software Group, the company has raised the first round of Series A funding of $5 million from Silicon Valley Data Capital and JAZZ Venture Partners.

Augment’s customer experience AI technology is designed to streamline the customer journey and maximize support teams’ performance using modern short messaging tools such as live chat. With unique applications of AI algorithms, Augment utilizes existing product and customer data across the enterprise to surface the most relevant suggestions in real time. Augment’s data sets are optimized based on responses made by people, and continuously learns based on every customer interaction. Armed with the best-suggested responses based on a specific customer situation, call center agents are able to engage in better conversations, address customer issues and, ultimately, convert more interactions into revenue.

“Enterprises spend over $500B globally on customer support, but their processes are so inefficient with call center agents often ‘flying blind’ without access to rich customer and product data,” said Jim McLean, Founder of Silicon Valley Data Capital. “The call center industry is ripe and overdue for disruption. Augment’s automated approach to the customer experience process and their world-class team of AI experts and enterprise veterans is the perfect combination to lead this industry transformation.”

“Early AI applications for CRM have been challenged by industry expectations. Augment presents a new vision for deep learning that we share and which we feel will benefit our brand,” said Jamie Young, Senior Director of Customer Experience for Dyson. “Augment’s human-in-the-loop AI platform fits our needs to boost the productivity of our agents while improving the overall customer experience.”

Best of Both Worlds: AI and Humans
To enhance the overall customer journey, Augment’s innovative technical team of data scientists from Carnegie Mellon University and MIT ingested more than 100 million interactions to parse, categorize and train the Augment customer experience AI platform. The platform’s patent pending, data-driven approach improves agent performance, while increasing overall customer and employee satisfaction. In addition to Dyson, current clients include Fortune 500 brands in the telecommunications, consumer electronics, retail and airline industries.

Augment AI Benefits:

Better customer conversations: Augment AI presents a natural conversational flow that is not based on “canned” responses; augments the presence of the human agent and allows them to choose or modify the best answers

Cost savings through agent efficiencies: Lowers engagement time with better accuracy and consistency of responses

Converts more customer interactions into revenue events: Suggested responses resolve issues and present new opportunities for customer engagement

Ability to scale: Automated and efficiently scales on increased volume

Reduces customer support agent ramp-up and training time and turnover and improves team satisfaction — agents learn from the best answers within the organization

Augment AI technology increases service throughput by more than 30 percent and increases agent efficiency through offloading repetitive inquiries to AI-powered tools and suggests the best responses and product recommendations.

“We designed Augment with a focus on enhancing rather than replacing the agent workforce,” said Matt Swanson, CEO of Augment. “Contrary to most chatbot technologies that result in garbled or confusing responses, our platform offers enterprise executives the ultimate Turing Test — their customers are unaware that their conversation is powered by AI.”

Pricing and Availability
The Augment customer experience AI platform, Chat Helper and Product Helper are available for deployment.

About Augment Solutions Inc.
Augment is a leader in customer experience-driven artificial intelligence (AI). Augment AI uniquely empowers your employees to deliver a superior customer experience by surfacing the best information and answers across the enterprise in real time. Augmented agents deliver improved brand experience through messaging and live chat applications preferred by consumers and then convert more of these interactions into customer delight and revenue. Augment AI powers Fortune 500 brands around the world. For more information please see www.augmenthq.com or follow us on Twitter, LinkedIn and Facebook.

About JAZZ Venture Partners
JAZZ Venture Partners invests in companies developing experiential technology that improves human performance. At the intersection of neuroscience and digital consumer platforms, such as virtual and augmented reality, and AI, these companies are impacting health, mind-body wellness, peak mental and physical acuity, accelerated learning and training, sports, and entertainment. For more information, please visit www.jazzvp.com.

 

Improving Human Performance with Neuroscience-based Software for Talent Management

Congrats to the Pymetrics team! Pymetrics is combining neuroscience and artificial intelligence to enhance human performance by revolutioninzing talent management. Pymetrics’ human capital assessment technology identifies the best fit between employees and enterprises. US companies spent $125 billion on talent acquisition in 2015. Pymetrics improves the recruiting process by reducing time and cost while increasing hire yield and diversity. Pymetrics is an exemplar of the way in which neuroscience technology will continue to impact broad sectors of the global economy in novel ways over the next decade.

Here is the article from VentureBeat:

pymetrics

Frida Polli, Co-Founder and CEO of Pymetrics

Pymetrics raises $8 million for job-matching with AI and neuroscience games

SAN FRANCISCO (Bérénice Magistretti @bmagistretti – 

Pymetrics, which uses artificial intelligence and neuroscience games to match people with the best job, announced today the close of an $8 million round. JAZZ Venture Partners led the investment, with participation from new investor Workday Ventures and returning investors Khosla Ventures, Randstad Innovation Fund, and BBG Ventures.

The New York City-based startup bets on cognitive and emotional functions rather than academic pedigrees, assessing candidates through a set of neuroscience games. These include virtual money transactions, keyboard clicks, and more — the candidate must complete at least 12 games in order to receive a complete assessment.

Pymetric’s AI then analyzes the results to compare the candidate’s profile with the profile of a company’s top performers.

“We collect dense behavioral data from successful professionals in various roles and use machine learning to build models of which traits separate the successful professionals from the general population,” wrote Pymetrics cofounder and CEO Frida Polli, in an email to VentureBeat.

The service is free for job seekers. Companies are charged to build custom algorithms that source and select potential talent through the platform. They also pay a yearly tier-based subscription fee to use the service.
According to Pymetrics, more than 50 companies around the world currently use the platform, including Unilever and Accenture. On the job seeker side, there are more than 500,000 users.

When asked about the question of bias in certain AI algorithms, Polli replied, “We exclude any demographic data from our algorithms, and we employ statistical tools to remove any residual bias in models.”

The chief executive views incumbent legacy platforms like CEB-SHL and IBM Kenexa as competitors. But other startups are also addressing AI-driven job matching, including Leap.ai, Teamable, Beamery, and Mya Systems.
In addition to the $8 million investment, Pymetrics also received a grant from The Rockefeller Foundation (the amount was undisclosed). Pymetrics will use this money to help underemployed youth match with jobs that would have otherwise not been obvious from their past experience.

The capital raised today will be used to grow the team of 45 employees across offices in New York City, San Francisco, London, and Singapore.

Founded in 2013, Pymetrics has raised a total of $17 million to date.

Unlocking Human Potential with Brain Technology

The topic of brain-computer interfaces and human intelligence augmentation has been in the news a lot lately. I think this is for a good reason. Elon Musk and other notable individuals have come to recognize that enhancing brain function is critical to humanity’s progress. To me, nothing is more important than unlocking the full potential of all people and maximizing the capabilities of our brains.

Having spent a long time working on brain implant technologies, I have learned that there are many ways to leverage technology to improve brain function. While Elon and others are focused primarily on invasive approaches, many of the most promising and nearest term opportunities do not require implants into the body. We are seeing, for example, that experiential technologies can have a profound impact on health, mind-body wellness, accelerated learning and training, and cognitive performance. 

There is an entire ecosystem of exciting new companies forming a robust “human performance” industry that leverages the convergence of neuroscience and technology. We formed JAZZ Venture Partners to invest in entrepreneurs who are pioneering this new industry. We featured many of these technologies at our recent JAZZ Venture Partners XTech 2107 Conference.

Momentum is building behind the efforts that JAZZ Venture Partners is spearheading: Some of the most prominent and influential individuals and institutions in the world have joined JAZZ as Limited Partners. These entities, leaders in technology and finance, control many hundreds of billions of dollars of capital. Some of JAZZ’s partners have made enormous strides in closing the gap between neuroscience and technology commercialization.

For example, Sandy Weill, former Chairman and CEO of Citigroup, has leveraged his financial genius to the benefit of brain science. He and his wife Joan recently catalyzed the creation of the largest neuroscience institute of its kind in the world, the UCSF Weill Institute for Neurosciences, with a philanthropic contribution of $185 million. Sandy serves as a Limited Partner and Senior Advisor to JAZZ Venture Partners.

Adam Gazzaley, UCSF Weill Institute Professor and JAZZ Venture Partners Co-founder and Chief Scientist, has lectured extensively on the subject of technology and neuroscience converging to improve human performance. Adam’s lab Neuroscape at the UCSF Weill Institute is an amazing hotbed of human performance science and innovation. Adam gave a great keynote at the Cognitive Neuroscience Society 2017 annual meeting that lays out his vision for the future of human performance and experiential technology. See the video below. Enjoy! 

 

Driving Human Performance

My partners and I at JAZZ Venture Partners believe that all human beings possess vast untapped potential. That includes everyone from Olympians and CrossFit champions to any individual trying to achieve a goal. We were excited to be involved in the $9 million Series A funding round for Halo Neuroscience, a company pioneering the use of neurostimulation to boost athletic performance, treat injuries, and even help rehabilitate stroke patients. It is always thrilling to see ideas that have fascinated the scientific community moving beyond research and getting to people that will see tangible lifestyle benefits from those innovations — which is exactly what Halo is working to do.

Our confidence in this technology and in Halo is based on the capabilities of Co-Founder and Chief Executive Dr. Daniel Chao, a serial entrepreneur and neuroscientist, and Chief Technology Officer and Co-Founder Dr. Brett Wingeier, a clinical scientist and biomedical engineer. This duo has created a training tool that can uplevel performance for a wide range of athletes. Chao and Wingeier previously spent more than a decade together at NeuroPace, where they developed the world’s first implanted, responsive neurostimulator for epilepsy treatment. After nearly 15 years of work, this device was unanimously approved by the FDA in 2013, which is a very challenging consensus to achieve.

The company’s first device, Halo Sport, doubles as a set of headphones which promote rapid gains in strength and motor skills for elite athletes. The headset delivers pulses of energy to the brain’s motor cortex (a technology known as transcranial direct current stimulation, or tDCS), optimizing connections between the brain and the muscles when paired with an intense workout. This non-invasive and non-pharmacologic approach to neurostimulation represents just the start of a brain training device market expected to rise to $8.79 billion by 2020, according to a report by Grand View Research.

We are at a unique point in history when it comes to the brain. Research and technology breakthroughs have made it possible to use what we know about brain plasticity and marry that with products that influence the electrical activity of the brain — unleashing its untapped potential. As a neurosurgeon and entrepreneur, I have experience helping many early stage companies thrive and become successful market leaders. JAZZ’s investment in Halo shows just how confident we are in Chao and Wingeier, their technology, and Halo’s ability to capitalize on demand from athletes for safe and effective neurotechnology.

But we are not the only ones excited by what Halo is doing. Three Major League Baseball and two National Basketball Association teams are using Halo Sport during spring training. The United States Ski & Snowboard Association (USSA) measured notable improvements after completing a Halo Sport program aimed at increasing agility and power of ski jumps, which are determining factors in competition. Compared with a control group, ski jumpers that used Halo Sport improved their propulsion force by 1.7x over the control group, and increased the smoothness of their jumps by 1.8x over control. Halo has also partnered with Invictus — one of the nation’s most well-regarded CrossFit training programs — to help prepare their athletes for the 2016 CrossFit Open.

These are impressive numbers, but based on my familiarity with the scientific literature on tDCS, the results are well within our expectations. The brain is powerful, and Halo is helping to tap that power.

I am also eagerly anticipating how this technology could one day help stroke victims. Halo is already conducting research into how to accelerate their rate of recovery at The Medical University of South Carolina.

At JAZZ Venture Partners, we are actively investing in companies that are creating the fundamental building blocks of a future where we direct many of the experiences that make us who we are. We want to create powerful, new customized experiences that will impact the brain and shape us, just like “real” experiences. What this leads to is a notion that the brain is the next programmable platform. Just like programmers can code machines to determine their function and outputs, we can program the brain with the experiences that shape its development. Halo Sport is at the forefront of such efforts to to unlock athletes’ full potential. We are thrilled to be driving such change.

Virtual Reality is Neuroactive: An Experiental Technology for Programming Perception

The information age has created a pressing need for us to speed up and improve the accuracy of how we exchange information and process it into knowledge. How can we most efficiently impart knowledge to others? How can we accelerate learning? Experiential technologies such as virtual and augmented reality will help unlock our own potential and that of the population around us.

Perceptual awareness engenders knowledge creation

Is that loud boom and sudden flash an explosion — or just thunder and lightning nearby? The human brain and mind continuously process the intake from our surroundings. Data streams of light, sound, pressure, and vibration enter our sensorium and are immediately and often autonomously processed by the brain into perceptions. Perceptions then enable the transformation of that information into knowledge. And, in turn, knowledge expands our potential as human beings.

Perception is a key node in this system that we are able to proactively tap into in powerful new ways. Experiential technology such as virtual reality is the means of intervention.

Virtual reality imparts specific and potent information into the sensorium that the brain subsequently processes. Unlike the ephemeral or chance nature of many real world experiences, virtual information can be programmed and presented to the brain in carefully selected and reproducible ways to precisely impact perceptions.  These programmed perceptions can allow for new modalities for accelerated knowledge acquisition.

Perceptual shifts enabled by virtual reality can create empathy

Recent scientific studies have shown that virtual reality can create empathy by altering the perceptions that individuals have for others by changing their sex or race in virtual reality. Jeremy Bailenson at Stanford University is studying how virtual reality can generate empathy for individuals with disabilities in his Virtual Human Interaction Lab. His work and that of others have also studied how to foster empathy in a variety of scenarios, such as environmental issues. For example, empathy can be engendered for deforestation by having individuals experience cutting down trees in virtual reality and ocean pollution by virtually swimming as a fish through dirty water.

As we begin to think about the brain as a programmable platform, virtual reality is a useful and efficient development engine. Virtual reality is a neuroactive technology that allows us to selectively alter and enhance perception in rapid and profound ways. The careful development of virtual reality software that is informed by and infused with neuroscience can expand our capabilities for empathy and will have a transformative effect on society.

 

The Brain is the Next Programmable Platform: The Emerging Experiential Economy

Human beings are unique in our ability to create, share, and be transformed by experiences.  From the day we are born, our brains crave inputs. These experiential inputs shape us into who we are. From the first contact with our mothers’ eyes and smiles, to the day the electrical activity in our brains ceases, we become the sum total of every experience we have ever known.

Our experiences impact our brains in many ways. Years of cumulative experience in the form of formal education can enhance our capabilities and help us realize the potential of our developing minds. On the the other hand, a single horrifying experience, such as bearing witness to trauma, can alter the chemistry of our brains in radical, sudden, and deleterious ways, a phenomenon known as post-traumatic stress disorder (PTSD).

Most of the experiences that shape us as individuals in society have historically been delivered to us in characteristic and predictable ways: schools, communities, religious activities, families, relationships, work, illnesses, and entertainment.

The experiential economy

At an accelerating pace, however, our interactions with digital platforms such as internet-connected mobile phones and virtual reality are enabling us to create powerful new customized experiences that will impact the brain and shape us just like “real” experiences. The more that virtual experiences become indiscernible from other more traditional experiences, the more valuable they will become. As value accrues, we will be increasingly motivated to manufacture and monetize these experiences. We will as individuals and societies create, buy, sell, trade, hedge, and innovate these new experiences over time. This will form the basis for the experiential economy that we are now entering.

The information age brought us to where we are today. We are quickly careening from a scenario in which we are awash with information to one where the information technology begets novel ways to experience the world. The experience of life before the Internet is a different experience than it is for us after ubiquitous and instant access to the world’s information. While those in America with short term memories and continuous technology creep may be less certain of this, one only needs to ask a person in sub-Saharan Africa with a cell phone to confirm this fact.

In most Western societies, we now may be at the point for many where marginal increases in information flow are less impactful than the way that such information can be synthesized into new or improved experiences in life. The primary purpose of information is becoming more about how it is being crafted into new experiences to shape how we approach the world and who we become as people and societies.

The brain is the next programmable platform

My partners and I at JAZZ Venture Partners are actively investing in companies that are the building the fundamental building blocks of this future world of the experiential economy. The amount of innovation in this sphere, and the pace of change, is staggering.

What this leads to is a notion that the brain is the next programmable platform. We are at a point as a species where we are beginning to program our brains with experiences to shape our development and essence, just like programmers can code machines to determine their function and outputs.

Of course there is good and evil in all human endeavors. But it is important to pause, take a deep breath, and realize that this transformation is a net positive: We are at the beginning of the largest saltatory leap in the evolution of our species. We will soon have the ability to unlock the full potential that exists in our brains — on demand.

Neurocompetitive advantage

So rather than worry that computers and robots are replacing us in certain activities, it is more productive to realize that we are now about to start programming our own brains to make us even smarter, more productive, and less susceptible to illness and age-related decline. We are entering into a phase of human existence that will be reflected historically as the era of the rise of the neurocompetitive advantage, as coined by my investment partner Zack Lynch.

This neurocompetitive advantage will be conferred to us as a species, as nation states, and as groups, corporations, and individuals. The arms race that is ensuing is the development of technology platforms such as virtual and augmented reality, neurosensing and neurosignaling, and deep learning and artificial intelligence algorithms. The fuel that powers these technologies as a neurocompetitive advantage in the experiential economy is neuroscience.

Our understanding of our brains enables us to juice these technologies to create broader, deeper, more interactive, and more realistic experiences that program the brain in adaptive and productive ways. This is the next step in our evolution as a species and as global societies.

Metaverse = Virtual Reality + Internet + Neuroscience

The next expansion of the human race is into the metaverse. Not long ago, the Internet launched us into cyberspace. Now virtual reality (VR) is enabling us to travel though it into the metaverse.

In the metaverse, human beings will increase their realm of discourse and interaction beyond our current perceptions of physical space and time. The metaverse, while seemingly virtual due to its entirely human and non-physical construct, will quickly become indiscernible in many ways from reality itself as we know it today.

As human beings, our personhood is defined by the cumulative collection of our memories and our present thoughts. Our experiences in the metaverse will soon become part of our expanded reality. As we process and store those experiences in our minds, many will become indistinguishable from other experiences. Our brains won’t know the difference.

The journey will shape us

When this convergence happens, individuals and society as a whole will be permanently shaped by the metaverse. The metaverse will influence our collective consciousness and become part of our living history as people and as a species. It will be as if we landed on a new planet and began a society there. We will bring vestiges of the old into a new uncharted territory for human experience.

There is also no doubt that a future society as it will exist in the metaverse will become an influential part of the story of the human race. Our experiences in the metaverse will shape the society that we currently know. The trajectory of the human race will be altered.

The crucial difference between our expansion into the metaverse and a colonization of a far-away planet is one of cycle time. We will be able to seamlessly transport ourselves in and out of the metaverse freely and in real time. For this reason, the pace of change and social evolution in the metaverse will be as quick as our brains can adapt – and will therefore influence our worldly existence nearly in real time.

Neuroscience will be our guide

The seamless connectivity of the Internet has already become a basic backdrop and enabling technology. Virtual reality (VR) technology is the fundamental transportation system that enables us to see and be present in the metaverse. But our ultimate experience of the metaverse will be the inputs and outputs of these travels and experiences as processed and perceived by our brains.

The human brain, from a learning and memory perspective, and an emotional one, will be incapable of discerning between certain experiences in the current universe and the future metaverse. It is therefore critical that we approach our exploration of the metaverse armed and informed by the apt and stabilizing introspection afforded by neuroscience.

We need to consider how new experiences in the metaverse will shape our brains and minds. If we intend to maximize human performance, we will need to consider how this new environment will accelerate learning, push our cognitive capabilities, and force new experiences of empathy. When both computer and neural processing co-exist in a simultaneous and unified way in the metaverse and life as we currently know it, the metaverse and “real life” will become one. This fused state will simply become our new universe.

Don’t fear, transcend

Much as been contemplated about singularity – and concerns have been raised about the potential dangers of where artificial intelligence will take us in the future and in the metaverse. I don’t fear it. I believe that our destiny as human beings is a continued expansion of our cognitive and empathic capabilities such that we discover heightened abilities to maximize who we are and what we can do for each other. Many people have sought, and some have achieved, this transcendence. Experiential neurotechnology will enable more of us to transform ourselves in this way: “Had we but world enough, and time…”