| | January 20188CIOReviewROLE OF IOT IN THE DIGITAL WORLDBy Tony Black, President, Otis Service and Marcus Galafassi, Vice President, IT and CIO, OtisNearly 165 years ago, Elisha Otis created the world's first safe elevator and founded a company with one goal in mind--to move people safely to their upward destination. Today as a part of United Technologies, we are bolstering our legacy with the latest in technology to introduce a completely new digital service ecosystem. This innovative system connects our teams and customers to each other, providing the information they want and expect in today's digital age. Let me offer a potentially real-world scenario: You're to give an important presentation at an office building thirty minutes away. You leave early, but traffic causes you to arrive with just five minutes to spare. You grab the first available elevator, begin your ascent . . . and then the elevator stalls. Under this scenario, you'd be late. But Otis is harnessing the power of IoT to do everything we can to provide a consistently smooth, on-time arrival. Through predictive elevator dashboards, machine-learning, equipment health mapping, and mobile apps, we're using IoT to keep our elevators and escalators moving and to deliver a more seamless customer experience in the process.Connecting Moving people is at the center of future thinking. But we must embrace the next generation of digital tools to sustain and advance our industry leadership. How do we get there? We learned, tested and then we iterated by listening to customers and our own employees. We talked to customers, creating journey maps, and pain point analyses. We also talked to those closest to our customers--our 31,000 service technicians--in focus groups and ride-along sessions to grasp the full extent of the challenges they were encountering in keeping some 2 billion people on the move every day.Then we stepped up with one of the largest investments Otis has ever made in digital and engineering.A key component of that investment is IoT30 years ago, Otis was one of the first to use Remote Elevator Monitoring to address maintenance issues. Today, we're applying cloud-based technologies, data science, AI, and machine learning to that 30 plus years of remote monitoring to create a smarter elevator experience. The equipment data we receive today helps us to actually predict when an elevator or escalator will need attention. Say an elevator door remains open too long. That elevator's control unit will alert us, and then we'll feed that alert into a cloud-based data warehouse. Machine learning will help us determine what caused the door to remain open, and if it was a routine incident, such as apartment residents Tony Black
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