Elon Musk, CEO of Tesla was recently quoted saying: “There will be fewer and fewer jobs a robot cannot do better.” In his impassioned speech he asked what meaning humans will have without jobs. This follows others including Stephen Hawking, Bill Gates and Mark Carney, Governor of the Bank of England, who have made comments on the dangers of robotics and AI “destroying jobs”.
Musk argued that if humans want to add value, they should embrace a “merger of biological intelligence and machine intelligence”. Although this might sound like a sci-fi movie in the works, Musk’s suggestions really do extend to the symbiosis of man and machine. What’s more, the sentiment of humans working together with artificial intelligence technology is an important issue for businesses and consumers. It’s as much an ethical and moral judgement to consider as much as purely an issue of scientific development.
We have seen many jobs in history taken away by technology - this is a fact, and unfortunately part of evolution. The critical moment is when machines themselves develop other machines that can do new things and learn to be autonomously creative. Recent news of AI beating humans in Poker and even the highly complex game of Go are certainly noteworthy, yet the path to complete machine based independence remains somewhat unclear. While we must progress carefully using effective safeguards and industry education, it’s time to take advantage of what the technology has to offer.
To date the focus of AI development has been on beating humans in logical intelligence, but not so much on emotional intelligence. This is especially clear, when it comes to communicating to people in a human and emotionally attentive way. In this regard AI has been of little use to date, yet the potential is there to have great impact in society in general, and businesses in particular.
When AI is applied and integrated intelligently within customer communication channels, it is capable of creating personalised and highly relevant dialogue between brand and consumer. It’s about using data to help understand how we as customers behave and react, and then using this insight to adapt and create a better experience.
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