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Canada’s telecom sector harnessing AI to boost efficiency, but trust concerns linger

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Canada’s telecommunications sector is poised to ramp up its use of artificial intelligence to find ways to save costs, simplify customer experiences and increase revenues, industry watchers say.

The role of AI was a major theme at last month’s Canadian Telecom Summit in Toronto, where representatives from Canada’s major carriers, manufacturers and researchers converged for the annual three-day conference.

While responsible use of the technology remains an area of concern, attendees heard that telecom consumers as well as those who work in the sector are likely to increasingly encounter AI in the years to come.

Generative AI can help “transform” the sector at a time when companies are under immense financial pressure, said Hadi Skalli, managing director of data and AI for professional services firm Accenture. He said companies are facing challenges ranging from unfavourable regulatory decisions to increased customer expectations.

But he said Accenture’s research in global markets shows 46 per cent of all working hours in the sector can be either augmented or automated by generative AI. He said the company identified more than 90 use cases for telecom companies.

“AI is not new in the telco space, whether it’s in Canada or globally,” Skalli said.

“Telcos have been (using) AI for a long time … This is really about supercharging existing AI and adding gen AI on top of it.”

He said cost savings can be found by using AI to make customer service more efficient. For instance, a call centre backstopped by generative AI would be able to analyze phone calls in real time and coach agents on how to respond to customer questions or complaints much faster.

Skalli said that could also lead to opportunities to upsell customers thanks to a deeper understanding of their wants and needs.

“We’re starting to see various different telcos publish public facing chatbots to really help with customer experience in a way that traditional chatbots could never do,” he said.

“You felt like you were talking to a robot and I think none of us really want to do that.”

Companies such as Telus Corp. say they have already started integrating AI into their customer service operations.

Nazim Benhadid, chief technology officer for Telus, said a troubleshooting tool available for customers on the company’s website is now “completely gen AI.” It can read a problem outlined by the customer to assess their needs and determine how to resolve it.

Internally, he said Telus’ generative AI-powered IT service desk can perform similar tasks.

“We’ve seen through this that 50 per cent of the tickets are now closed automatically,” he said.

Benhadid said his company views the role of AI as being about “assistance,” noting it hopes to build on other developments in the telecom AI arena. That includes an announcement by Apple last month that it is launching Apple Intelligence, which is set to add generative AI features to its iPhone, iPad and Mac products.

“I think that’s going to kind of tell us a little bit about what people are ready for and where the value is,” he said.

Other uses for Telus include increasing sustainability — Benhadid said Telus has developed an AI framework that shuts down networks’ radio frequencies when their utilization is low to save energy consumption — and streamlining technicians’ workflow.

He said an assistant built for field workers that is integrated into Google Chat keeps them informed of their daily jobs, including driving directions, specific tasks they need to perform and instructions for how to do so.

But increased applications of AI have also raised concerns surrounding trust and privacy.

“There has to be a path that looks not only to leverage these technologies, but also to do so in the most responsible way possible,” said Sean Kennedy, who leads Nokia Bell Labs’ Artificial Intelligence Research Lab, at last month’s conference in Toronto.

Last September, the federal government launched a voluntary code of conduct for generative AI meant to quell anxiety over its proliferation and pace of development.

The code asks companies to agree to undertake several measures aimed at reducing the risks of AI, including screening data sets for potential biases and monitoring systems for potential harms. They also align with six key principles that include equity, transparency and human oversight.

“If we want to move from fear to opportunity, we need to build trust,” Industry Minister François-Philippe Champagne said in an interview during the summit.

Building that trust can take time, especially when AI disrupts the way tasks have long been conducted within the industry, said Piotr Wierzcholski, head of the telco OSS inventory subdivision at Comarch, a global IT company based in Poland.

Wierzcholski said at the conference that for engineers who have been building networks for decades, the introduction of new technology can be jarring.

“They’re building the network from scratch. They were here 20 years ago and when that level of automation is entering, they are feeling insecure,” he said.

“It’s part of the mindset change we need to all go through and that will not happen suddenly. That’s a process that needs to go step by step by going together with AI and learning how does it work.”

But Kennedy said there’s significant upside: generative AI has the potential to solve problems in the telecom sector better than humans can alone.

He said one of most practical uses is the development of industry-specific large language models. While many have grown familiar with LLM technology thanks to ChatGPT, he said that program falls short when it comes to understanding “the jargon that we use every day” in the telecom world.

Telecom-specific LLMs, on the other hand, are able to “take in specialized, focused knowledge and really synthesize these into answers that we think are meaningful,” according to Kennedy.

“Not only do they run more efficiently than humans and solve problems, but on top of that, they actually increase our ability to scale and build solutions more efficiently,” he said.

“They’re starting to actually have insights that we would say are human.”

This report by The Canadian Press was first published July 1, 2024.

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STD epidemic slows as new syphilis and gonorrhea cases fall in US

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NEW YORK (AP) — The U.S. syphilis epidemic slowed dramatically last year, gonorrhea cases fell and chlamydia cases remained below prepandemic levels, according to federal data released Tuesday.

The numbers represented some good news about sexually transmitted diseases, which experienced some alarming increases in past years due to declining condom use, inadequate sex education, and reduced testing and treatment when the COVID-19 pandemic hit.

Last year, cases of the most infectious stages of syphilis fell 10% from the year before — the first substantial decline in more than two decades. Gonorrhea cases dropped 7%, marking a second straight year of decline and bringing the number below what it was in 2019.

“I’m encouraged, and it’s been a long time since I felt that way” about the nation’s epidemic of sexually transmitted infections, said the CDC’s Dr. Jonathan Mermin. “Something is working.”

More than 2.4 million cases of syphilis, gonorrhea and chlamydia were diagnosed and reported last year — 1.6 million cases of chlamydia, 600,000 of gonorrhea, and more than 209,000 of syphilis.

Syphilis is a particular concern. For centuries, it was a common but feared infection that could deform the body and end in death. New cases plummeted in the U.S. starting in the 1940s when infection-fighting antibiotics became widely available, and they trended down for a half century after that. By 2002, however, cases began rising again, with men who have sex with other men being disproportionately affected.

The new report found cases of syphilis in their early, most infectious stages dropped 13% among gay and bisexual men. It was the first such drop since the agency began reporting data for that group in the mid-2000s.

However, there was a 12% increase in the rate of cases of unknown- or later-stage syphilis — a reflection of people infected years ago.

Cases of syphilis in newborns, passed on from infected mothers, also rose. There were nearly 4,000 cases, including 279 stillbirths and infant deaths.

“This means pregnant women are not being tested often enough,” said Dr. Jeffrey Klausner, a professor of medicine at the University of Southern California.

What caused some of the STD trends to improve? Several experts say one contributor is the growing use of an antibiotic as a “morning-after pill.” Studies have shown that taking doxycycline within 72 hours of unprotected sex cuts the risk of developing syphilis, gonorrhea and chlamydia.

In June, the CDC started recommending doxycycline as a morning-after pill, specifically for gay and bisexual men and transgender women who recently had an STD diagnosis. But health departments and organizations in some cities had been giving the pills to people for a couple years.

Some experts believe that the 2022 mpox outbreak — which mainly hit gay and bisexual men — may have had a lingering effect on sexual behavior in 2023, or at least on people’s willingness to get tested when strange sores appeared.

Another factor may have been an increase in the number of health workers testing people for infections, doing contact tracing and connecting people to treatment. Congress gave $1.2 billion to expand the workforce over five years, including $600 million to states, cities and territories that get STD prevention funding from CDC.

Last year had the “most activity with that funding throughout the U.S.,” said David Harvey, executive director of the National Coalition of STD Directors.

However, Congress ended the funds early as a part of last year’s debt ceiling deal, cutting off $400 million. Some people already have lost their jobs, said a spokeswoman for Harvey’s organization.

Still, Harvey said he had reasons for optimism, including the growing use of doxycycline and a push for at-home STD test kits.

Also, there are reasons to think the next presidential administration could get behind STD prevention. In 2019, then-President Donald Trump announced a campaign to “eliminate” the U.S. HIV epidemic by 2030. (Federal health officials later clarified that the actual goal was a huge reduction in new infections — fewer than 3,000 a year.)

There were nearly 32,000 new HIV infections in 2022, the CDC estimates. But a boost in public health funding for HIV could also also help bring down other sexually transmitted infections, experts said.

“When the government puts in resources, puts in money, we see declines in STDs,” Klausner said.

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The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute’s Science and Educational Media Group. The AP is solely responsible for all content.

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World’s largest active volcano Mauna Loa showed telltale warning signs before erupting in 2022

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WASHINGTON (AP) — Scientists can’t know precisely when a volcano is about to erupt, but they can sometimes pick up telltale signs.

That happened two years ago with the world’s largest active volcano. About two months before Mauna Loa spewed rivers of glowing orange molten lava, geologists detected small earthquakes nearby and other signs, and they warned residents on Hawaii‘s Big Island.

Now a study of the volcano’s lava confirms their timeline for when the molten rock below was on the move.

“Volcanoes are tricky because we don’t get to watch directly what’s happening inside – we have to look for other signs,” said Erik Klemetti Gonzalez, a volcano expert at Denison University, who was not involved in the study.

Upswelling ground and increased earthquake activity near the volcano resulted from magma rising from lower levels of Earth’s crust to fill chambers beneath the volcano, said Kendra Lynn, a research geologist at the Hawaiian Volcano Observatory and co-author of a new study in Nature Communications.

When pressure was high enough, the magma broke through brittle surface rock and became lava – and the eruption began in late November 2022. Later, researchers collected samples of volcanic rock for analysis.

The chemical makeup of certain crystals within the lava indicated that around 70 days before the eruption, large quantities of molten rock had moved from around 1.9 miles (3 kilometers) to 3 miles (5 kilometers) under the summit to a mile (2 kilometers) or less beneath, the study found. This matched the timeline the geologists had observed with other signs.

The last time Mauna Loa erupted was in 1984. Most of the U.S. volcanoes that scientists consider to be active are found in Hawaii, Alaska and the West Coast.

Worldwide, around 585 volcanoes are considered active.

Scientists can’t predict eruptions, but they can make a “forecast,” said Ben Andrews, who heads the global volcano program at the Smithsonian Institution and who was not involved in the study.

Andrews compared volcano forecasts to weather forecasts – informed “probabilities” that an event will occur. And better data about the past behavior of specific volcanos can help researchers finetune forecasts of future activity, experts say.

(asterisk)We can look for similar patterns in the future and expect that there’s a higher probability of conditions for an eruption happening,” said Klemetti Gonzalez.

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The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute’s Science and Educational Media Group. The AP is solely responsible for all content.

The Canadian Press. All rights reserved.

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Waymo’s robotaxis now open to anyone who wants a driverless ride in Los Angeles

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Waymo on Tuesday opened its robotaxi service to anyone who wants a ride around Los Angeles, marking another milestone in the evolution of self-driving car technology since the company began as a secret project at Google 15 years ago.

The expansion comes eight months after Waymo began offering rides in Los Angeles to a limited group of passengers chosen from a waiting list that had ballooned to more than 300,000 people. Now, anyone with the Waymo One smartphone app will be able to request a ride around an 80-square-mile (129-square-kilometer) territory spanning the second largest U.S. city.

After Waymo received approval from California regulators to charge for rides 15 months ago, the company initially chose to launch its operations in San Francisco before offering a limited service in Los Angeles.

Before deciding to compete against conventional ride-hailing pioneers Uber and Lyft in California, Waymo unleashed its robotaxis in Phoenix in 2020 and has been steadily extending the reach of its service in that Arizona city ever since.

Driverless rides are proving to be more than just a novelty. Waymo says it now transports more than 50,000 weekly passengers in its robotaxis, a volume of business numbers that helped the company recently raise $5.6 billion from its corporate parent Alphabet and a list of other investors that included venture capital firm Andreesen Horowitz and financial management firm T. Rowe Price.

“Our service has matured quickly and our riders are embracing the many benefits of fully autonomous driving,” Waymo co-CEO Tekedra Mawakana said in a blog post.

Despite its inroads, Waymo is still believed to be losing money. Although Alphabet doesn’t disclose Waymo’s financial results, the robotaxi is a major part of an “Other Bets” division that had suffered an operating loss of $3.3 billion through the first nine months of this year, down from a setback of $4.2 billion at the same time last year.

But Waymo has come a long way since Google began working on self-driving cars in 2009 as part of project “Chauffeur.” Since its 2016 spinoff from Google, Waymo has established itself as the clear leader in a robotaxi industry that’s getting more congested.

Electric auto pioneer Tesla is aiming to launch a rival “Cybercab” service by 2026, although its CEO Elon Musk said he hopes the company can get the required regulatory clearances to operate in Texas and California by next year.

Tesla’s projected timeline for competing against Waymo has been met with skepticism because Musk has made unfulfilled promises about the company’s self-driving car technology for nearly a decade.

Meanwhile, Waymo’s robotaxis have driven more than 20 million fully autonomous miles and provided more than 2 million rides to passengers without encountering a serious accident that resulted in its operations being sidelined.

That safety record is a stark contrast to one of its early rivals, Cruise, a robotaxi service owned by General Motors. Cruise’s California license was suspended last year after one of its driverless cars in San Francisco dragged a jaywalking pedestrian who had been struck by a different car driven by a human.

Cruise is now trying to rebound by joining forces with Uber to make some of its services available next year in U.S. cities that still haven’t been announced. But Waymo also has forged a similar alliance with Uber to dispatch its robotaxi in Atlanta and Austin, Texas next year.

Another robotaxi service, Amazon’s Zoox, is hoping to begin offering driverless rides to the general public in Las Vegas at some point next year before also launching in San Francisco.

The Canadian Press. All rights reserved.

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