In 2035, artificial intelligence-powered humanoid robots are a common sight. Robots saved Detective Del Spooner from a car accident, but they left a 12-year-old girl to die because her chances of survival were statistically lower than Detective Spooner's. For this reason, Detective Spooner hates robots. That gives some background information regarding the protagonist in Will Smith's film I, Robot. These humanoids eventually form a conspiracy to take over the entire planet.
Is this the future of artificial intelligence? Will the machine get so powerful that it begins to think more intelligently than humans? Take note that I stated capable, not powerful. Without a question, computers are more powerful in terms of providing us with solutions faster than human brainpower, but are they more capable? That is what people are concerned about.
No, artificial intelligence will not take over the world. I, Robot and other science fiction films fall within this category. However, advancements in technology such as ChatGPT and other Large Language models have reignited the argument. The capacity of AI tools to generate realistic-looking images, written content, and a variety of other applications has prompted fans to embrace the technology even more, while driving sceptics away.
Artificial Intelligence (AI) is a promising tool that companies can employ to help their customer service strategy in the field of customer care and support. It has the ability to recreate at scale the best aspects of excellent customer service, improving the customer experience. However, human input and involvement are still necessary.
Bogdan Maksak, Co-Founder of DigitalGenius, was interviewed by a local media outlet regarding AI and its impact on business. DigitalGenius is a pioneer in the "Human plus AI" movement, which holds that AI works best when combined with humans.
Maksak feels that today's AI in customer service is appropriate for narrowly targeted tasks such as assisting a customer in swiftly changing a billing address or updating credit card information. Today, the finest applications are for automating repetitive tickets and duties that might otherwise overburden a customer care worker.
Retail and ecommerce companies can employ Generative AI as a virtual assistant. A virtual assistant can answer queries as well as any human by combining AI with brand and domain knowledge, such as product descriptions, corporate policies, and shipping information.
The AI can also be used to perform tasks for the agent. Generative AI might assist in crafting the optimal response or present a range of responses from which the agent could choose. It can aid in translation by enabling agents to respond to requests in any language. Furthermore, other AI solutions can automate duties such as generating return labels, contacting warehouses, or updating information in systems, allowing the agent to focus on the client engagement.
Maksak sums it up this way: "AI can simply be a tool for the customer service reps, similar to how an accountant uses a calculator or a banker uses a spreadsheet." Can you imagine an accountant trying to perform complex tax calculations without the help of a calculator? That is how businesses should approach AI. It is a vital tool that, if it is not already, will be a "must have" technology rather than a "nice to have."
Whether we realise it or not, artificial intelligence has hit a tipping point and has fast infiltrated our daily lives. Maksak understands that artificial intelligence is here to stay and that what we are witnessing is only the beginning.
