Should Everyone Be Using AI
This was an interesting read because there is still existing disagreement amongst technologists about how much of a role AI will be playing in our lives in the future. As mentioned in the article, many businesses want to hop on the AI innovation train – whether this is because it serves actual meaningful business purpose or is rather a way to increase the companies valuation and gain clout is up for debate.
My Thoughts On This Scenario
I think that in this case there are obvious business benefits of deploying these technologies – largely reducing cost of labor, and potentially having the ability to provide faster, more widely-available services to its clients.
However, there are also obvious risks to such a big adoption: annoyance and friction when users first use the tool, a loss of human touch, an inability to pick up on nuanced human cues that can define whether a sale is made or not.
I think that both the pros and cons here should be considered with convincing arguments on both side. I think the way to move forward for leadership would be to slowly deploy and test these technologies on their users before launching it. This could include smaller integrations of the chatbot to help with more trivial tasks, and slowly increasing the domain in which the chatbot operates as they test that its interaction with humans is up to par with that of their current salesmen. Gathering these insights and using human-in-the-loop operations for these chatbots could ensure a smoother transition for clients, employees, and the company itself.
