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HP Labs and HP’s Bangalore Print R&D Center collaborate to build “AI muscle” for HP in India

By Simon Firth, HP Labs Correspondent — April 12, 2019

Dr. Niranjan Damera-Venkata, a Distinguished Technologist in HP’s Artificial Intelligence & Emerging Compute Lab and Head of AI research in India for HP Labs.

Photo by HP

Dr. Niranjan Damera-Venkata, a Distinguished Technologist in HP’s Artificial Intelligence & Emerging Compute Lab and Head of AI research in India for HP Labs.

For the past two years, HP Labs and HP’s Print R&D Center in Bangalore, India have been working together to build a new center of excellence in the fields of applied machine learning and artificial intelligence (AI). The group now houses nearly two dozen researchers and is already impacting multiple company initiatives in the area of service optimization.

“Machine learning and AI are proving to be of value for solving an ever wider range of problems, but expertise in these fields remains hard to come by,” notes Dr. Niranjan Damera-Venkata, a Distinguished Technologist in HP’s Artificial Intelligence & Emerging Compute Lab and Head of AI research in India for HP Labs. “So we need to be developing these skills internally in multiple locations across the world.”

This thinking inspired HP Labs’ leadership to ask Dr. Damera-Venkata, who was already based in Bangalore, to reach out to the company’s Print R&D Center, HP’s largest R&D group in India, to grow the company’s applied AI capability in the country.

They have done that through a collaboration that has encouraged existing Print R&D researchers to extend their areas of expertise, and by tapping Bangalore’s rich tech ecosystem through new hires, internships, and academic partnerships with top Indian universities. A collaboration with the Indian Institute of Science, for example, is focusing on building new approaches to predictive diagnostics for the industrial Internet of Things (IoT).

"We’re optimally located to source applied machine learning talent from the best technical universities in India but we're also keen to hone the machine learning and AI skills of our talented software engineers by having them tackle challenging, real world problems,” says Ashok Waran, Head of HP’s Print R&D Center, Bangalore. Where college AI courses typically have students working on cleaned-up data sets, Waran adds, “the data informing the problems we need to solve are complex and messy – and because of that our engineers are learning applied skills that they simply can’t acquire in any other kind of environment.”

 

“At present, our industry typically manages only reactive responses to service delivery challenges. Part of what we’re building here is the capacity to get ahead of problems before they happen." 

Dr. Niranjan Damera-Venkata, a Distinguished Technologist in HP’s Artificial Intelligence & Emerging Compute Lab and Head of AI research in India for HP Labs.

The new HP Labs/HP Print R&D team is organizing its research around solving hard challenges in the commercial application of AI for HP's worldwide printing and personal systems groups. Indeed, for Chandrakant Patel, HP’s Chief Engineer and Senior Fellow, the excitement stems from the company’s cyber physical portfolio that necessitates the application of AI at the intersection of data management and domain knowledge. “In that vein, the multi-disciplinary cadre of contributors in Bangalore - with engineering expertise in mechanical systems, circuits, power, firmware all the way to customer support – provides great amplification of the AI research in Bangalore”, says Chandrakant.

The main focus of the AI team at present is on initiatives targeting the optimization of service delivery. These include:

  • Using advanced natural language processing to speed contact center problem solving, helping call centers serve HP customers more effectively.
  • Applying AI to marketing and operations information to predict customer needs based on prior interest and usage patterns.
  • Developing machine learning-based solutions for industrial IoT in areas such as predicting (and therefore accommodating) device breakdowns before they happen.

These projects are already yielding tangible results. A new AI-based technique for predicting part failure is now deployed in HP Laser Jet printers, for example, and a pilot customer service solution is being tested in HP’s Bangalore customer call center.

“At present, our industry typically manages only reactive responses to service delivery challenges,” observes Dr. Damera-Venkata. “Part of what we’re building here is the capacity to get ahead of problems before they happen – a planned response is always going to be more effective than an unplanned one and it will also cost less.”

As AI grows in importance as a tool for solving problems across HP’s research portfolio, the challenges the company is tackling with AI helps HP remain an attractive place for ambitious researchers to work, suggests Dr. M Anthony Lewis, Vice President and Head of the Artificial Intelligence & Emerging Compute Lab at HP Labs. 

“We are delighted that this collaboration has let us grow some significant “AI muscle” in India over the last two years,” he says. "It demonstrates that India is a great place to build AI teams – and it offers an unrivaled opportunity for HP engineers to be mentored by HP Labs experts and work with our business units and academic partners to make a real difference for our customers. Additionally, I am pleased to have Dr. Damera-Venkata in this role.  He is a world class researcher, a compassionate mentor, and a visionary leader.”