Originally posted June 12, 2017
Artificial intelligence seems to be popping up everywhere, and it has the potential to change nearly everything we know about data and the customer experience. However, it also brings up new issues regarding ethics and privacy.
One of the keys to keeping AI ethical is for it to be transparent, says Rob High, vice president and chief technology officer of IBM Watson. When customers interact with a chatbot, for example, they need to know they are communicating with a machine and not an actual human. AI, like most other technology tools, is most effective when it is used to extend the natural capabilities of humans instead of replacing them. That means that AI and humans are best when they work together and can trust each other.
Chatbots are one of the most commonly used forms of AI. Although they can be used successfully in many ways, there is still a lot of room for growth. As they currently stand, chatbots mostly perform basic actions like turning on lights, providing directions, and answering simple questions that a person asks directly. However, in the future, chatbots should and will be able to go deeper to find the root of the problem. For example, a person asking a chatbot what her bank balance is might be asking the question because she wants to invest money or make a big purchase—a futuristic chatbot could find the real reason she is asking and turn it into a more developed conversation. In order to do that, chatbots will need to ask more questions and drill deeper, and humans need to feel comfortable providing their information to machines.
The article is here.