Putting Emotion into AI for Real Business Value

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I’ve long thought of the term “artificial intelligence” (AI) as a little bit of imaginative marketing. Real intelligence, in my view, requires emotion. Data and algorithms alone don’t understand nuance, urgency or human judgment.

As we explore AI adoption in business, I find myself looking at previous technologies to see what we can learn from their successful adoption. One example that comes to mind is the auto industry.

Lessons from Collaborative AI and Robotics

The auto industry has been using robots in its manufacturing since the early 1960s. At first, they were used for repetitive work and in a caged environment for safety reasons. This restricted the tasks they could be used for. The efficiency achieved was limited because there were handoffs between automated tasks and human manual tasks.

By the late 90s, we began to see the emergence of the Cobot. This is a collaborative robot made to work alongside humans. This led to a new work environment where people and robots work in close harmony. The robot handled manually intensive and repetitive tasks, while humans focused on intricate detailing or audit activities.

Today, AI in business is succeeding in many circumstances AI. But like those early robots, stuck in their cages, its potential is limited by its lack of emotion. How can we achieve real business value of AI and move beyond the hype?

I believe we need to find areas where human emotion in AI can augment the value of machine learning in business. This will help us harmonise human insight with our new AI tools and ensure meaningful outcomes

How I Use AI Tools for IT Service Optimisation

At NSC Global, we are increasingly exploring how to use collaborative AI to augment our team rather than replace it. To me, AI for IT services is more than delivering a service description; it’s about understanding and responding to our clients’ needs.

Continuously removing waste and reimagining solutions are core to the service lifecycle. A Cobot-style relationship with AI helps us deliver this. The combination of our team, with their uniquely human perspective, and their AI tools enables us to deliver real business value of AI and be the right partner for our clients.