K
Kathleen Martin
Guest
The past decade saw artificial intelligence (AI) advance by leaps and bounds. From the birth of Alexa to its application in vaccine development, AI has radically altered our personal and professional lives. Now, it’s seemingly everywhere — including in travel apps, streaming services, parking garages and delivery robots.
AI’s range of use cases is a testament to its widespread value, but the technology does not magically work “out of the box.” It still needs humans to learn, to stay relevant and to serve as a backup when needed — no matter the use case. In fact, I believe there will always be a place for both human and machine intelligence in successful AI deployment because what comes naturally to people, like interpersonal skills and judgment, is difficult for machines — while analyzing mountains of data at scale is nearly impossible for people.
Today, many companies leverage some combination of the two. There’s a fine line to walk between leaning on the technology too much and not enough, but getting it right can pay dividends. In a 2018 PwC study, 82% of top-performing companies reported paying close attention to the human experience with digital and tech. As brands across industries aim to do the same, here are four strategies for blending artificial and human intelligence to unlock the full potential of both:
Recognize that AI doesn’t work all on its own.
AI has gotten really good at transcribing speech, diagnosing diseases and fielding frequently asked questions — but it can’t do everything. This can be a tough pill for companies to swallow. Why can’t technology that has seen billions of dollars in investment stand on its own? Because that’s not the real goal of today’s AI.
AI can be one piece of the puzzle but should never be mistaken for the only piece. Take the current state of autonomous vehicles as an example; some still interpret a cloud of dust as a solid object and may stop to accommodate it. We could hone and perfect this technology for 20 more years and still not account for every unexpected obstacle, weather pattern or driver behavior on the road. We have to recognize how AI fits into the broader picture to unlock its value — it’s not a perfect panacea, but it can be part of a solution.
Don’t be afraid to challenge conventional thinking about the need for humans in certain roles.
I believe humans will always play a vital role in AI deployments and training, but companies can’t always afford, scale or even find human workers. Today, efficiency and convenience are top priorities for customers, according to the aforementioned PwC report. In customer service, for instance, I've found that people want fast and easy answers — and often don’t care whether they speak with a person to get them. In a recent survey my company conducted, two-thirds of consumers reported that they are comfortable speaking with an AI-powered customer service solution if they can speak normally and get their problem resolved quickly.
In fact, I think businesses often underestimate how comfortable people are with AI. The same survey found that 76% of people are comfortable with hospitals using AI-powered disinfectant robots, and 66% are comfortable seeing a robot at the grocery store for functions like cleaning up spills or restocking shelves.
There’s a role for AI and a role for humans, but both seem to be evolving.
Continue reading: https://www.forbes.com/sites/forbescommunicationscouncil/2021/08/26/better-together-striking-the-balance-between-artificial-and-human-intelligence/?sh=2ac31f733ab2
AI’s range of use cases is a testament to its widespread value, but the technology does not magically work “out of the box.” It still needs humans to learn, to stay relevant and to serve as a backup when needed — no matter the use case. In fact, I believe there will always be a place for both human and machine intelligence in successful AI deployment because what comes naturally to people, like interpersonal skills and judgment, is difficult for machines — while analyzing mountains of data at scale is nearly impossible for people.
Today, many companies leverage some combination of the two. There’s a fine line to walk between leaning on the technology too much and not enough, but getting it right can pay dividends. In a 2018 PwC study, 82% of top-performing companies reported paying close attention to the human experience with digital and tech. As brands across industries aim to do the same, here are four strategies for blending artificial and human intelligence to unlock the full potential of both:
Recognize that AI doesn’t work all on its own.
AI has gotten really good at transcribing speech, diagnosing diseases and fielding frequently asked questions — but it can’t do everything. This can be a tough pill for companies to swallow. Why can’t technology that has seen billions of dollars in investment stand on its own? Because that’s not the real goal of today’s AI.
AI can be one piece of the puzzle but should never be mistaken for the only piece. Take the current state of autonomous vehicles as an example; some still interpret a cloud of dust as a solid object and may stop to accommodate it. We could hone and perfect this technology for 20 more years and still not account for every unexpected obstacle, weather pattern or driver behavior on the road. We have to recognize how AI fits into the broader picture to unlock its value — it’s not a perfect panacea, but it can be part of a solution.
Don’t be afraid to challenge conventional thinking about the need for humans in certain roles.
I believe humans will always play a vital role in AI deployments and training, but companies can’t always afford, scale or even find human workers. Today, efficiency and convenience are top priorities for customers, according to the aforementioned PwC report. In customer service, for instance, I've found that people want fast and easy answers — and often don’t care whether they speak with a person to get them. In a recent survey my company conducted, two-thirds of consumers reported that they are comfortable speaking with an AI-powered customer service solution if they can speak normally and get their problem resolved quickly.
In fact, I think businesses often underestimate how comfortable people are with AI. The same survey found that 76% of people are comfortable with hospitals using AI-powered disinfectant robots, and 66% are comfortable seeing a robot at the grocery store for functions like cleaning up spills or restocking shelves.
There’s a role for AI and a role for humans, but both seem to be evolving.
Continue reading: https://www.forbes.com/sites/forbescommunicationscouncil/2021/08/26/better-together-striking-the-balance-between-artificial-and-human-intelligence/?sh=2ac31f733ab2
