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CX Tech

What Is Artificial Intelligence?

SmarterCX Team
February 22, 2018

2 minute read

Adapted insights from a CXOTalk episode with Michael Krigsman and Dr. Michael Chui

Artificial intelligence (AI) has become part of the daily vocabulary of a customer experience professional. But exactly what is artificial intelligence? Michael Krigsman, Industry Analyst, CXOTalk recently interviewed Dr. Michael Chui, Partner, McKinsey & Company on the topic of “AI Research” for the popular CXOTalk show. Here are 10 takeaways from Dr. Chui and his research in AI.

  1. Generally speaking, the definition of artificial intelligence is the use of machines to do cognitive work such as problem solving, pattern matching, and creating new patterns.

  2. However, intelligence isn’t just about the brain, but about the physical intelligence of the body and understanding and responding appropriately to human emotion — which are more difficult for a machine to replicate.

    What is artificial intelligence - insight 1

  3. Automation is a term commonly used to describe executing tasks that involve a less-sophisticated level of intelligence.

  4. Cognitive computing can be considered another name for artificial intelligence.

  5. Machine learning is a subset of artificial intelligence which refers to training a machine or computer as opposed to simply programming it. Deep learning is often synonymous with machine learning.

    What is artificial intelligence - insight 2

  6. Artificial intelligence has the potential to revolutionize nearly all aspects of business, across sectors and functions.

  7. Currently only a small percentage of organizations have deployed artificial intelligence at scale, but that’s quickly changing.

  8. There’s a high correlation between organizations that are further along in their digital journey and those that show readiness for artificial intelligence.

    What is artificial intelligence - insight 3

  9. Two categories identified as having huge potential to be improved with artificial intelligence include consumer-facing technologies like sales, marketing, and CX as well as operations management.

  10. Will there still be a need for human labor? Yes. Artificial intelligence may not cause a mass unemployment problem, but perhaps a mass “redeployment” problem, i.e.: retraining and empowering workers for a shift in roles.

View the full interview with Michael Krigsman and Dr. Michael Chui below.

SmarterCX Team
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