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Rajeev: Positive. I believe lately none of those conversations might be full with out speaking about AI and gen AI. We began this early exploratory section early into the sport, particularly on this a part of the world. However for us, the bottom line is approaching this primarily based on the shopper’s ache factors and enterprise wants after which we work backward to determine what kind of AI is greatest appropriate or related to us. In Cathay, presently, we concentrate on three important kinds of AI. One is after all conversational AI. Basically, it’s a type of an inside and exterior chatbot. Our chatbot, we name it Vera, serves prospects immediately and may deal with about 50% of the inquiries efficiently. And nearly two weeks again, we upgraded the LLM with a brand new mannequin, the chatbot with a brand new mannequin, which is ready to be extra environment friendly and rather more responsive when it comes to the human work. In order that’s one a part of the AI that we closely invested on. Second is RPA, or robotic course of automation, particularly what you are seeing is in the course of the pandemic and post-Covid period, there may be restricted sources obtainable, particularly in Hong Kong and throughout our provide chain. So RPA or the robotic processes helps to automate mundane repetitive duties, which does not solely fill the useful resource hole, nevertheless it additionally immediately enhances the worker expertise. And to this point in Cathay, we now have a couple of hundred bots in manufacturing serving varied enterprise items, serving roughly 30,000 hours yearly of human exercise. So that is the second half. The third one is round ML and it is the gen AI. So like our digital group or the info science group has developed about 70-plus ML fashions in Cathay that turned the group knowledge into insights or actionable objects. These fashions assist us to make a greater choice. For instance, what meals to be loaded into the plane and particular routes, when it comes to what amount and what sort of product gives we promote to prospects, and together with the fare loading and the pricing of our passenger in addition to a cargo bay house. There’s a variety of exploration that’s being performed on this house as effectively. And a few examples I may relate is when you ever occur to return to Hong Kong, subsequent time on the airport, you possibly can hear the general public announcement system and that’s additionally AI-powered not too long ago. Up to now, our employees used to manually make these bulletins and now it has been moved away and has been moved into AI-powered voice know-how in order that we may very well be constant in our announcement. Megan: Oh, unbelievable. I am going to need to pay attention for it subsequent time I am at Hong Kong airport. And you have talked about this matter a few instances within the dialog. Look, after we’re speaking about cloud modernization, cybersecurity is usually a roadblock to agility, I assume, if it isn’t managed successfully. So may you additionally inform us in a little bit extra element how Cathay Pacific has built-in safety into its digital transformation journey, significantly with the adoption of growth safety operations practices that you’ve got talked about? Rajeev: Yeah, that is an attention-grabbing one. I take care of cybersecurity in addition to the infrastructure providers. With each of those vital capabilities round my hand, I have to be aware of each features, proper? Sure, it is an attention-grabbing one and it has modified over the time period, and I absolutely perceive why cybersecurity practices must be inflexible as a result of there may be a variety of compliance and it’s a extremely regulated perform, but when one thing goes fallacious, as a CISO we’re held accountable for these faults. I can perceive why the group is so inflexible of their practices. And I additionally perceive from a enterprise perspective it may very well be perceived as a highway blocker to agility. One of many key features that we now have performed in Cathay is we now have been following DevOps for fairly various years, and not too long ago, I believe within the final two years, we began implementing DevSecOps into our STLC [software testing life cycle]. And what it basically means is fairly than the core cybersecurity group being liable for most of the safety testing and people kinds of features, we need to shift left a few of these capabilities into the builders in order that the individuals who develop the code now are held accountable for the testing and the standard of the output. They usually’re additionally enabled when it comes to the cybersecurity course of. Proper? After all, after we began off this journey, there was an enormous resistance on the safety group itself as a result of they do not actually belief the builders attempting to do the testing or the testing outputs. However over a time period with the introduction of varied instruments and automation that’s put in place, that is now getting right into a matured stage whereby it’s now enabling the upfront groups to handle all of the features of safety, like risk modeling, code scanning, and the vulnerability testing. However on the finish, the safety groups can be nonetheless validating and act as a kind of a gatekeeper, however in a really gentle and inbuilt processes. And this manner we are able to be certain that our cloud functions are safe by design and by default they will ship them sooner and extra reliably to our prospects. And on this total course of, proper? Up to now, safety has been all the time perceived as an accountability of the cybersecurity group. And by enabling the builders of the safety features, now you may have a greater possession within the group on the subject of cybersecurity and it’s constructing a greater cybersecurity tradition inside the group. And that, to me, is a key as a result of from a safety facet, we all the time say that individuals are your first line of protection and sometimes they’re additionally the final line of protection. I am glad that by these processes we’re in a position to enhance that maturity within the group.
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