Be part of something bigger, join the Chartered Institute for IT†
Moreover, this option is becoming available to more and more people and organizations. As computer processing power increases rapidly year on year, while data processing costs fall at the same time (the AI itself does not require as much time and energy to perform its data analysis), it becomes cheaper to run and therefore more accessible.
In a nutshell, reaching more people increases its potential and – as you can imagine – the prize for winning that particular race is mind-boggling…
Controversy is never far away
However, as with everything that has the potential to change the worldThe Foundational AI model has had no shortage of controversy.
This month (June 2022) it came into mainstream focus when a Google engineer – who was working on LaMDA, one of GTP-3’s cousins I talked about earlier – was Sent on leave for claiming the AI had become ‘conscious’†
Now I don’t believe we’re on the cusp of seeing a bot, or any AI for that matter, become a sentient “being” that can absorb its environment, have feelings, and be “alive”.
But the fact is this; we are now approaching the point where AI technology is so good that it will be impossible for a human to discern whether they are having a conversation with a bot or another living breathing human. The completion of the Turing test just got a step – or a few steps – closer…
For us at Sabio, fundamental AI is fascinating and has enormous potential to deliver value to the world of CX. Implementing this technology in a place where millions of conversations happen every day (digital messaging and contact centers) feels like a logical home for this technology.
Organizations can finally make use of the huge amounts of data from call recordings and chat conversations that have been collected over many years. That data can be used, for example, to train these new models to automatically generate answers to questions instead of interpreting customer intent and matching a predefined answer — which is usually how current implementations of conversation AI work.
This has the potential to scale AI to a whole new level, not only through speech or chatbots, but also to improve employee experiences. It could suggest how to respond to customer queries with the best possible answers, while at the same time eliminating/reducing the need to type on a keyboard, delivering huge productivity gains.
In my next blog on this topic I will go into more detail.
In the meantime, if you’re interested in continuing the AI conversation, join colleagues from Google Cloud and Twilio in our ‘Disrupt on the Road’ event – ‘The Future of AI in CX’ – at Google CSG in London on Thursday 7 July†
About Sabio Group
Sabio Group is a global digital customer experience (CX) transformation specialist with major offices in the UK (England and Scotland), Spain, France, the Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which includes ‘makepositive’, provides solutions and services that seamlessly combine digital and human interactions to support excellent customer experiences.
Using its own technology and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organizations optimize their customer journeys by making better decisions across their multiple contact channels.