From sci-fi prophecy to everyday business tool – five sector voices assess the current state of AI.
Aviral Verma, Lead Threat Intelligence Analyst, Securin
We are on course towards Artificial General Intelligence, or AGI, where AI goes beyond imitation and can exhibit human-like cognitive abilities and reasoning. AI that can grasp the nuances of language, context and even emotions. I understand the side of caution, the fear of AI replacing humans.
But I envision this evolution to enhance human-AI symbiotic relationships, where its true potential lies in complementing our strengths and weaknesses.
Humanity is a race of creators, inventors, thinkers and tinkerers; AGI can help us be even better at all those things and act as a powerful amplifier for human ingenuity.
The tech industry is on the edge of something truly exciting, and I am optimistic about the advancements individuals and organizations can achieve with AI.
To build confidence in AI, we should focus more on Explainable AI (X-AI). By clarifying AI’s decision-making processes, X-AI can alleviate the natural skepticism people have about the ‘black box’ nature of AI. This transparency not only builds trust but also lays a solid foundation for future advancements.
With X-AI, we can move beyond the limitations of a black box’ approach and foster informed, collaborative progress for all parties involved.
Kathryn Grayson Nanz, Senior Developer Advocate, Progress
It’s incredibly exciting to see Gen AI develop so quickly and make incredible leaps forward. But it’s also a responsibility to build safely with a fast-moving technology.
It’s easier than ever before to take advantage of AI to enhance our websites and applications, but part of doing so responsibly is being aware of the inherent risk – and doing whatever we can to mitigate it. Keep an eye on legal updates and be ready to potentially make changes in order to comply with new regulations.
Build trust with your users by sharing information freely and removing the black box feeling as much as possible. Make sure you’re listening to what users want and implementing AI features that enhance – rather than diminish – their experience. And establish checkpoints and reviews to ensure the human touch hasn’t been removed from the equation, entirely.
Roger Brulotte, CEO, Leaseweb Canada
In an age where data readiness is crucial for organizations; the rapid adoption of AI and ML highlights the need of cloud computing services. Canada stands as a pioneer in this technological wave, with its industries using AI to drive economic growth.
Montreal is quickly establishing itself as an AI hub with organizations like Scale AI and Mila – Quebec Artificial Intelligence Institute.
Companies working with AI models need to manage extensive data sets, requiring robust and flexible solutions to manage complex tasks, training large datasets and neural network navigation. While the fundamental architecture of AI may remain constant, scaling the components up and down is essential depending on the model’s state.
As the data-driven landscape keeps evolving, organizations must select data and hosting providers who can keep up with the times and adjust as needed, especially as Canada implements its spending plan to bolster AI on a national level.
Dave Hoekstra, Product Evangelist, Calabrio
AI is not a novel creation, but a product of decades of inquiry and invention. Recent AI breakthroughs have opened up exciting opportunities in education and innovation, providing powerful tools to analyze data and act on insights like never before.
From early chatbots to advanced voicebots, contact center customers have interacted with AI technology. But the latest innovations in AI helps companies make sense of the data customers provide, like reviews, surveys or calls.
Modern models can offer human and virtual agents ongoing feedback on customer interactions to improve them. Workstation copilots can also work with agents and help them find answers. While a helpful human touch will always be required in the contact center, these AI enhancements are becoming more and more essential for agents to perform their jobs effectively and to create a positive customer experience.
While the contact center is poised for significant improvements with AI, there are still important questions remaining: How do we make sure AI tools are impartial, transparent and accountable? How do we maintain a human-focused and cooperative method of customer service? These are some of the challenges we are addressing as we work towards a more advanced, AI-driven future in the contact center.
Cris Grossmann, CEO and founder, Beekeeper
The adoption of AI-powered tools by frontline businesses can provide managerial visibility, which is crucial for a more connected frontline workforce.
Automated features like real-time evaluation of employee sentiment allow companies to proactively address concerns and prevent employee burnout.
Utilizing AI to gauge employee sentiment not only improves retention and engagement but also unlocks new levels of operational efficiency that traditional methods cannot achieve.
No matter how many advancements in technology we make, AI will never be able to replace frontline workers. But it does have the power to enhance the experience of both frontline workers and managers through smart, people-first strategies.
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