Dan Miller, Senior Analyst at Opus Research, shares the role of AI and bots in the future of self-service, and examines how far is too far in terms of data privacy.
The session, entitled “Innovation Talk: The Robot Overlords Will Help You Now,” presented by Dan Miller along with Kyu-Jin Woo, Systems Architect at StubHub, and Jeremy Kembel, Director, Product Management at Oracle, is available for download.
Dan Miller: When you’re talking about the bots, which is such a sloppy term, most people are thinking AI, and then their brains immediately jump to general purpose AI and autonomy. And that’s when you think about the robot overlords.
But what’s happening in real life is that in the customer care setting, what we talk about is flipping AI into IA, or intelligent assistance. Some people call it intelligence augmentation. And it’s changed the nature of self-service almost totally.
That’s what I talked about here, is that self-service, which used to just be about deflecting calls, saving costs, and streamlining some processes, is now about people conserving themselves. It gets metaphysical, sort of.
I’m defining myself, I’m being imprecise about that, so maybe the bots step in and finish my sentences for me or recognize what I’m trying to say, even though I’m very inaccurate in how I say what I’m trying to do. And that’s sort of what we’re seeing, is that these overlords really are there to help.
There are some things to sort out about how much they know about you compared to how much you want them to know about you. We’re counseling companies and their vendors to build privacy in from the beginning, and to take consideration some of the things that comply with either regulations or just common sense about what you do with the information you know about.
Mark Fidelman: So you’re not worried about these overlords bots taking over and holding the company hostage when it comes to customer support?
Dan Miller: No. You know, Elon Musk is also in the car business, and part of the car business is about what some people call autonomous cars. But engineers who have worked for him and Google and the folks that are doing autonomous cars are saying, “We’re not building autonomous cars.” An autonomous car would be one that you jump in the back of and say, “Take me to the movies,” and it would say, “I don’t feel like doing that right now.” And that’s unlikely.
If these intelligences are not our assistants, that’s our mistake. There’s a very low probability that they take over.
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