Operations and technology must work hand in hand in order for organisations to gain better leverage and improve services.Singapore-headquartered Certis has combined operations and technology to great effect.
Citing Jewel Changi Airport, Chua Chwee Koh, Group Technology & Operation Chief of Certis highlighted that orchestrating the entire operations digitally is truly the best example of how we bring operations and technology together for a better customer experience.
Singapore-headquartered Certis has adopted artificial intelligence (AI) to managed the operation of various aspects of Singapore’s latest megamall, which opened earlier this year.
Spread over 135,700sqm, Jewel houses more than 280 retail and food and beverage outlets and is equipped with 5,000 sensors, 700 CCTV cameras and 12 different systems.
“AI plays a pivotal role to enable us to sense make data from the huge number of sensors, CCTV cameras, systems and devices – but ultimately, our humans on the ground are better informed to make decisions and provide that sparkling human touch to customers,” said Chua, who believes that exponential increase in computing power and lower cost of technology are driving AI adoption.
He was speaking to a gathering of more than 300 at NVIDIA AI Innovation Day held at Kent Ridge Guild House today (December 4).
Certis’ approach to handling such mega projects is called Security+, which aims to add unprecedented value to customers through synergies by combining the likes of security, facilities management and guest services.
It has built Mozart, a multi-service orchestration platform that integrates systems and provides a single pane of visibility across the large number of cameras and sensors.
“With Mozart, we only need two persons to orchestrate the entire operation at Jewel,” said Chua.
The results are impressive: 40 percent reduction in average time spent on case closure; 60 percent of average time spent on coordination response; and 62 percent improvement in incident management turnaround time.
Going forward, Certis will build up its GPU capabilities from 72 NVIDIA GPUs to 128 GPUs in 2020.
“Certis is a very good model of the way to harness technology,” said Dennis Ang, Director of Enterprise Business (Asean and ANZ) of NVIDIA.