谷歌&amp畢馬威：2020智慧數碼城市報告-全城 AI（135頁）.pdf

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1、SmarterDigital CityForewordResearch BackgroundKey FindingsThe Importance of AI for Hong KongThe View from Hong Kong ResidentsThe View from Hong Kong BusinessesA Closer Look by SectorRecommendationsReference Smarter Finance Smarter Technology & Innovation Smarter Travel & Logistics Smarter Retail0306

2、10182237581061250201ForewordWho could have predicted the dramatic turn of events that have unfolded over the course of 2020? When I sat down to write last years foreword, for our third and final Smarter Digital City whitepaper, I anticipated continued improvement of Hong Kongs digital economy, and a

3、 relative acceleration of digital transformation across the city. However, the team and I did not anticipate that technology would become such a lifeline for millions, and that digital would rise to the top of the priority list for almost every business across the globe, including those here in Hong

4、 Kong.COVID-19 has affected every element of business, from financial markets to supply chains to customer demand, rapidly accelerating the adoption of digital solutions through necessity rather than strategy. When the pandemic has passed what legacy will rapid technology adoption leave for Hong Kon

5、g? For certain, we have proven that studying and working from home is a viable alternative to classrooms and offices. However, as schools and businesses slowly resume normal daily operations over the coming weeks and months, new online habits have emerged that business and government agencies will n

6、eed to adapt to. A sustained digital transformation should mean more than just equipping your employees to work from home. It should mean adapting to new consumer mindsets, and customers who now want to be assured that your products and services are clean and contactless, convenient and connected.Th

7、is timely new report, AI for Everyone, commissioned by Google and conducted by KPMG, outlines how realising the benefits of AI among Hong Kongers and Hong Kong businesses will assist the citys recovery post COVID-19. Artificial intelligence (AI) is already embedded in many business productivity tool

8、s (such as video conferencing, smart assistants and chatbots) and digital marketing platforms (such as Search, YouTube and Analytics), which have been widely adopted by enterprises in Hong Kong.0405AI can help businesses to mitigate risks, improve efficiency, enhance products and services, and deliv

9、er experiences that align with changing customer requirements. However, Small-Medium Businesses (SMBs) still need support on the journey to digitalisation. This theme is echoed in this years research which shows that SMBs are in particular need of help in visualising the benefits of AI.This research

10、 report sets a new benchmark to help understand AI adoption, barriers and benefits across four key sectors - Finance, Retail, Travel & Logistics and Technology & Innovation. We have examined the current level of understanding and adoption of AI, identified barriers to adoption, and uncovered future

11、opportunities to accelerate AI development in Hong Kong post-COVID-19. Interestingly, our report concludes that both Hong Kong businesses and Hong Kongers are optimistic about the potential of AI to help people and improve lives. Why? Well, youll just have to read on to find out more.Once again I ne

12、ed to thank a small army of people who have made this whitepaper possible. One hundred pages does not do justice to the hard (socially-distant) work of our research team from KPMG and Google, nor to the significant contributions of key business and government stakeholders and opinion leaders. To eve

13、ryone involved, a sincere thank you for everything that you have contributed to AI for Everyone.We look forward to working with you to bring AI to life for your organisation.Sincerely,Leonie ValentineManaging Director, Sales & Operations, Google Hong KongResearchBackground02From 2017 through 2019, G

14、oogle Hong Kongs annual Smarter Digital City1 research explored themes and provided recommendations relating to the question: “How can Hong Kong become a Smarter Digital City?”In the Smarter Digital City program the topic of artificial intelligence (AI) and machine learning came to the fore. Over th

15、e course of three years, we observed a significant increase in the number of larger businesses in Hong Kong interested in applying AI and machine learning, as well as a sizeable proportion of Hong Kong residents keen to learn more about AI and machine-learning technologies.As we enter a new decade,

16、AI remains top of mind for policymakers, businesses and individuals, with COVID-19 accelerating everyones adoption of digitalisation. Now more than ever, the practical usefulness of technology and innovation is apparent. AI provides new ways of approaching problems and meaningfully improves many fac

17、ets of peoples lives, from helping mitigate the impact of natural disasters, to protecting habitats and improving healthcare.2 It also enables organisations to operate more efficiently while delivering better products and services to their customers. AI will help businesses of all kinds and sizes be

18、 more innovative and efficient. A successful embrace of AI is essential to ensure Hong Kong upholds its competitiveness and remains a magnet for industry, investment and talent.071 Google Hong Kongs Smarter Digital City research: Googles AI for Social Good: https:/ /ai.google/social-good/Artificial

19、intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems. AI has great potential to empower people for generations and serve the common good.08Recent research has revealed that Hong Kong lags behind other APAC economies in terms of AI readiness.3In

20、 2020, Google Hong Kong embarked on a new three-year program of longitudinal research delving specifically into the topic of AI development adoption in Hong Kong, building on three years of Smarter Digital City research. This whitepaper covers the first wave of this Smarter Digital City - AI for Eve

21、ryone program, which was conducted in May through June 2020. In the first year, this program aims to: Examine the current level of understanding and take-up of AI within both the resident population and Hong Kong businesses; Identify triggers for and barriers to AI deployment; and Uncover opportunit

22、ies and strategies to accelerate AI development in Hong Kong and contribute to its recovery post-COVID-19.To ensure a representative view of all stakeholder groups, interviews were conducted via different methodologies with a wide range of constituents in Hong Kong: businesses of all sizes and secto

23、rs, policymakers, and residents.Further details of the research methodologies and sample composition can be found in the Reference section.Throughout this whitepaper, “Index” scores are provided for residents and businesses. These refer to the Google Hong Kong AI Readiness Index, an overall benchmar

24、k for the maturity of AI adoption. The Index is based on five components:Know-how: familiarity with AI; attitudes towards and interest in training; nurturing AI expertise and talent (for businesses)Confidence: overall perceptions of AI and technology; attitudes towards governance and data privacy1.2

25、. 3 “Artificial Intelligence in Asia: Preparedness and Resilience” published by The Asia Business Council in 2017: www.asiabusinesscouncil.org/docs/AI_briefing.pdf - Hong Kong ranked seventh out of eight Asian markets in terms of AI preparedness.The index score ranges from 0 (least ready to adopt AI

26、) to 100 (most ready to adopt AI), and is reported in aggregate form and by segment, where meaningful differences between segments exist.For more details of how the AI Readiness Index is calculated, please visit the Reference section.09AI Readiness IndexResidentsPolicymakersSmall andMedium-SizedBusi

27、nessesCorporatesSet-up: current usage of device-based and cloud-based services; attitudes towards sharing data; organisational readiness (for businesses) Usage: openness to AI and recognition of its benefits; current and future adoption of AI technologiesSpending: expected future spending on AI-powe

28、red services (for residents); importance of AI talent to business success (for businesses)3.4.5. Know-howConfidenceSet-upSpendingUsage03Key Findings4 Google Hong Kongs Smarter Digital City research: the past year has taught us anything, it is that disruption can hit hard, force us to ask tough quest

29、ions and drastically alter how we do business and live our lives. COVID-19 laid bare the need to embrace digital innovation to adapt to commercial and personal headwinds, regardless of ones industry or livelihood.Hong Kongs progress on this transformation journey in recent years had gathered pace, a

30、s our Smarter Digital City4 research has documented. Now COVID-19 has heightened the sense of urgency in Hong Kong, affecting every resident and business, sparing nobody. Whats more, COVID-19 has spurred more residents to flock to online channels, prompting businesses to act quickly to meet new and

31、evolving demands. In short, the case for digital transformation in general and AI in particular has never been stronger. Residents View Optimistic about AI, but education is needed to accelerate adoptionCOVID-19 has sped up digitalisation and demand for AI adoption. The pandemic has highlighted the

32、critical role that AI-embedded products and services play in daily life, and made digitalisation an even more urgent necessity for the people and businesses of Hong Kong. Hong Kongers are optimistic about the potential of AI to help people and improve lives. The majority of Hong Kongers believe AI i

33、s a positive force for society, with only 2 percent of residents perceiving AI as a threat to people (such as through job loss). However this optimism does not yet translate into high levels of actual usage of AI services. The onus is on providers to improve residents awareness of AIs benefits. Conv

34、enience, efficiency and cost savings will all prove compelling, particularly as Hong Kongers seek to manage the impact of COVID-19 on their daily lives.Residents are keen to experience what AI can offer and excited about how it can improve their lives, but first need reassurance that their data will

35、 be protected. As residents become more knowledgeable about the benefits of AI and more trusting of organisations to protect their privacy, they will be more open to sharing their data.12Therefore, educating the public about AI must be a strategic priority. It presents an opportunity for Hong Kongs

36、AI ecosystem players to work together to increase residents AI knowledge. Businesses View See AIs potential and keen to invest, but their journey has just begunSince COVID-19 has profoundly altered the business landscape, companies of all shapes and sizes face an imperative to transform in order to

37、survive. Hong Kong businesses prize quality, efficiency and customer relationships: all areas in which AI can play an enormous role. However, while most businesses express optimism about AIs potential, actual deployment is in its relative infancy.Optimism about the future application of AI runs high

38、, based on a strong belief in its business potential. Even amid difficult economic conditions, businesses recognise the value of investing in AI.To date, businesses are mostly still in exploration mode, experimenting with different use cases. They have yet to roll out their AI processes at scale, wi

39、th most AI projects confined to specific teams rather than distributed across functions or the enterprise.Building expertise and nurturing talent are critically important to accelerating AI deployment. Businesses of all shapes and sizes will benefit from bringing in external expertise via partnershi

40、ps, and training staff in technical topics and how AI can be applied to the business to achieve demonstrable benefits.Furthermore, businesses in Hong Kong are generally slow to adopt cloud, and few are fully utilising their data potential. The technology and data infrastructure are notably lacking f

41、or some, particularly in the Travel & Logistics and Retail sectors.Corporates are further ahead than SMBs in AI adoption. Yet AI is as relevant and accessible to SMBs as it is to corporations. With many SMBs having been hard-hit by COVID-19, their adoption of digital technologies is especially impor

42、tant.13Finance and Technology & Innovation businesses are further along the AI journey, but there is ample room for development across all sectorsAn examination of businesses across different sectors reveals telling differences. Finance and Technology & Innovation businesses have better-developed in

43、frastructures for capturing data, although they are not yet set up to realise the full value of the data they collect. The Travel & Logistics and Retail sectors are further behind: transformation is needed for these businesses to progress on their AI journey. SMBs in these sectors in particular are

44、at the very start of embracing AI, yet these businesses have as much to gain as Corporates do.SmarterTechnology & InnovationSmarterTravel & LogisticsSmarterFinanceSmarterRetail14Strong on compliance and control, but must overcome fear of failure and embrace innovation Businesses in the Finance secto

45、r5 are technologically sophisticated and accustomed to operating in highly regulated environments. Finance businesses are the most AI-ready among the four featured sectors in this whitepaper, as they are already highly data-driven and have advanced technology infrastructures. There is vast room for

46、advancement within Finance businesses to harness the power of data to improve operations and deliver better customer experiences. Businesses in this sector understand the application of data and already spend extensively on automation to help with compliance and enhance customer interactions.Across

47、the enterprise, AI can be applied to data-heavy, volume-driven processes to improve speed and accuracy, bringing benefits to each business component: from customer retention in the front office, to risk and compliance management in the middle office, to workforce, capital and profitability managemen

48、t in the back office.Use cases in this sector largely target operational efficiency and regulatory compliance. Examples include machine learning and analytics for identifying financial crime, processing claims, and extracting information from unstructured documents to detect fraud.To accelerate adop

49、tion, this sector should continue to nurture a culture of innovation and agility through leadership, communication and by promoting initiatives such as hackathons.5 Types of organisations within the Finance sector include banks, insurers, asset management firms, private equity, payments providers an

50、d fintech.Smarter Finance6 The Technology & Innovation sector includes electronics and devices, telecommunications, software and hardware, game development and engineering as well as information technology services.15Agile, innovative and customer-centric, but yet to fully embrace the rigours of reg