Artificial Intelligence (CONT’D FROM PAGE 1)
can create robust feelings of loyalty. “Over reliance on AI can lead to a missing out of human intuition,” said Delaney. Third, no matter how “smart” the output from a chatbot program, it remains true that an experienced human being can develop an affinity with customers that can only be achieved through years of productive interactions. “Someone who has operated as a plant manager for 20 years will have vastly more knowledge and customer savvy than an AI program that has been trained on three or four years of data,” said Piyush Tripathi, lead engineer at Square. “Businesses need to balance what is produced by the machine with what is produced by the human.” Finally, managers must constantly address AI activity in light of the company’s current posture with employees and the public. Do the initiatives created by AI align with company values? “While AI is objective in its analysis and conclusions, it is not aware of how to assess values and why they are important,” said Tripathi. “A project plan may be perfect in the eyes of a robot, but a human can look at it and instantly know it’s not going to be acceptable to the employees or the public.” Improving Performance So where can an investment in AI return the most bang for the buck? Here are some areas of business operations for which chatbot programs seem especially suited: Automated Design - “Manufacturers will be able to
Managers must keep their eyes open for sever- al potential problems. The first is accuracy. Given the impressive size of AI’s resources, humans are apt to place too much trust in its output. In fact, AI often pro- duces many factual errors which technologists call “hal- lucinations.” Experts warn that everything generated by the new technology must be validated by a human. Unchecked errors, of course, can damage any company’s reputation.
BCN(US)202209(QS1025)(o)(出血5mm).pdf 1 2022/8/30 下午 02:02:46 But a second problem is a lack of empathy that is all too evident in much of the output that emanates from AI pro- grams. Customers and employees can be irritated when AI disrupts the personal, one-on-one human interactions that
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July 31, 2023
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