The phrase “artificial intelligence” might bring politicians to your mind’s eye, but today, we’re talking about the real thing. Maybe you own an Alexa (or five of them), but I’m guessing many of you don’t have one. As with most “new” technologies, you’ve probably seen a number of articles that seem bent on inspiring fear about artificial intelligence (AI). Some of them forecast that AI is going to put everyone out of work, take over your life and eventually try to chase down John Connor’s mom.
Even Elon Musk has noted that our (society’s) failure to manage AI could have a bad outcome. Certainly, there’s quite a range of meanings for that phrase. I’m not so worried about Arnold’s metal, computerized alter-ego as some seem to be. My concern in the short term is more about taking advantage artificial intelligence in your business. As with any other technology, there’s the threat of wasting time and money by using it simply because it exists.
AI is already part of your business
Before we consider whether or not artificial intelligence has a place in your business, it might be worthwhile to accept the fact that it’s probably already there. Naturally, there are the obvious things like Siri, the directions providing parts of Google Maps, Waze and similar. They may not “feel” like AI, however.
For decades, software has assessed credit scores & determined risk for insurance underwriters. While that might seem boring to some, the folks in those lines of work still appreciate their value to the quality & accuracy of underwriting. They’re an important factor in insurance company profitability. To me, that’s like the feature of table saws that detect the touch of skin to the blade and stop it in milliseconds to avoid injuring the operator. Cool, but not AI.
I remember seeing logs entering the then Plum Creek Columbia Falls mill a few years ago and being impressed at the laser-guided saws that assessed a log’s size and shape in an instant and then made initial cuts to maximize yield from that log. This sort of automation has been in place in large, highly-capital intensive manufacturing businesses for some time.
Small businesses have benefited from this sort of automation via CNC (computerized numerical control) driven routers and similar tools. While full-sized CNCs might be too expensive for smaller businesses, a Bozeman-based company makes reasonably-priced desktop-sized CNC.
Learning & problem solving
While all these things are cool, are they AI? The log sensing thing is the closest, but ultimately, the AI purist (there are always purists) might disagree.
Wikipedia describes artificial intelligence as:
when a machine mimics “cognitive” functions that humans associate with human minds, such as learning and problem solving.
Notice that “decision making” is not mentioned. All software makes decisions. A tool that can look at an apple and determine its variety (or its ripeness) based on a previously analyzed group of 10,000 apple images isn’t making decisions per se. It’s using AI based on the training it received by analyzing 10,000 apple photos. Every photo was associated with ripeness and species data.
When processing 10 million apples per year, production speed matters. If separating apples by ripeness and/or species is important to that process, then AI-enabled sorting equipment might be of use.
Software like Adobe Lightroom assesses & automatically “corrects” a photo’s color, contrast, color saturation, etc. Pro photographers who hit the “auto” button probably don’t accept the automated settings as their final choice, but the button still saves time.
Artificial intelligence & your business
Ask yourself this: “Does artificial intelligence have a place in my business and if so, where?”
If you’re the apple processor, it probably depends on the price tag.
Is there (perhaps mundane / routine) work / analysis that must be learned to become productive at your company? It’s possible a system could be trained to perform some or all of it. Like the time savings associated with automation, it might eventually free your team’s time to focus on work that you’d never cede to AI. It’s still early, but it’s worth investigating for the right kind of processes. The scary thing is the number of unknowns when you get started, but you’ll get past them like you have with other new things.
This can help improve customer support, but don’t confuse that with customer service. Empathetic, knowledgeable people belong there, not AI.