As the excitement surrounding artificial intelligence and machine learning continues to ramp up, companies have begun looking to the technology to improve a variety of internal operations and how they interact with customers. However, even the most competent AI has limits. Certain concepts are, at this time, distinctly human, and that means having the right people in your organization is just as critical as ever. Further, an AI is only as strong as the programmer behind the technology, meaning human intelligence will always play a role even when these solutions are put in place.
Typically, an AI is designed to handle tasks that require a significant amount of repetition, such as those some workers would even classify as tedious. By allowing such work to be managed by intelligent applications, your workforce can dedicate themselves to tasks that actually require human intelligence to complete. Overall, this approach can increase productivity and efficiency while also improving the bottom line.
For example, the use of automated ordering systems and chatbots are often based on the principles above, giving customers the support they need without employees having to be directly involved. AI is also highly valuable in the data analytics field as these systems are better equipped to identify patterns in large datasets than their human counterparts. However, there does come a point where the limits of these technologies are reached, and that’s where people come back into the equation.
When Human Intelligence Trumps AI
An AI can only go as far as the programming allows. That means there will come a point when the technology won’t have access to the data it needs to move beyond a specific limit and human intervention will be required.
Further, even the most well-programmed AI won’t be 100 percent accurate in its outputs, especially in areas where correlation does not mean causation. This means employees are still critical for vetting what an AI produces, ensuring that conclusions aren’t drawn based on faulty assumptions on the part of the system.
In cases where AIs interact with customers, it is important to understand that a program isn’t capable of understanding all of the nuances of human emotion and interaction. For example, a system cannot exhibit true empathy or possess compassionate understanding. When interacting with customers, both of these shortcomings can be problematic, so having the option to fail over to a person is critical.
The Bottom Line
While AI is undoubtedly changing how business is conducted and even how people manage their personal lives, the technology as it stands can’t fully replicate the human-to-human experience. They can only function within the limits of their programming and, while those borders are sure to expand with time, that means human intelligence is still a vital part of any solution, including those using AI.
If you are interested in locating IT professionals to help bring AI into your workplace through their unique experience and intelligence, The Armada Group can connect you with some of the best and brightest working in the field. Contact us to see how our expertise can help you find your ideal candidate.