We are no longer in the dreamland of sci-fi when it comes to artificial intelligence; the technology has finally turned real. In fact, without conscious awareness, humans are slowly becoming depended on the technology that it will be hard to live without AI in few years to come.
Research claims that by mid-January 2018, 39 million plus Americans owned at least one smart speaker, something that highlights how common citizens interact with AI-based gadgets, more than initially anticipated.
Amazon’s Alexa, Apple HomePod, and Google’s Assistant speakers are literary our assistants, as they can now do amazing tasks, from answering common questions, shop on our behalf -to giving commends on what beverages seem best for us.
The Journey to True AI
As it is with any other technology, artificial intelligence is still evolving, and the goal is to attain fully self-driven intelligent machines that will use their brains without human influence at any point in their existence -after being trained.
Now, that raises the question, “what exactly should true AI be made of?” The answer to that can be described by the below 3 requirements of a fully functional AI system:
- Like the brain, true AI should think, and be able to learn on its own
- It needs to adapt to its environment based on experience and varying factors
- Its results should not be predictable based on data or fixed techniques.
With these points as the cutline to true machine intelligence then it means Alexa, Siri and Cortana can be termed as AI at the infancy level. And they still have a long way to go, because ideally, these depend on algorithms built to execute specific tasks, even if they exhibit the autonomous characteristic in many occasions, like laughing unexpectedly.
As in, we can classify grown-up forms of AI, or General AI as the type of manmade intelligence that would be able to replicate, evolve, and exceed human intelligence. Nonetheless, the “baby AI” as it is now, is still extremely impactful in today’s society.
AI in Business and Society Today
The capability of this technology to redefine workplaces is unquestionable. Research has confirmed that enterprises which have AI in customer support record higher level of interactivity and sales.
However, there are limitations to that at some point and without human as standby assistant; the opportunity in hosting potential customers might be wasted. This in many cases becomes the problem of IT Service Management (ITSM) teams to solve.
AI’s Ability to Transform ITSM
The adoption of AI should as well come in – to ease the work of ITSM teams such that they should not only be working as the background support. The teams need to seek where and how to delegate simple tasks to machine intelligence so they can pursue complex activities.
This means creating much powerful chatbot software which would deal with all customer inquiries through more advanced conversations and natural language recognition. As in, we need to go from the current position of pattern-based agent-human conversations to a point where AI will interpret people’s feelings and master human behaviors -by understanding their daily concerns.
An AI-Automated Front Line
So far, we cannot say that we are happy with the current automated ITSM processes because limitations like human error: i.e. wrong ticking or incorrect information on an online form can render the technology pointless.
That is, with the old style self-service portals, companies can hardly divert their human ITSM from handling phone conversation or replying to email inquiries. However, with AI-powered chatbots into automated ITSM solutions, companies can be sure of improved end-user experience.
When it comes to operational efficiency, an AI-enabled ITSM solution can be joined to other systems on the network to boost effectiveness, accurate service delivery, and speed. For instance, ITSM AI can predict and automatically create a request, close it, or update of situations without human intervention.
All Knowing AI
Ideally, ITSM solutions driven by AI can advance further than relying on specific answers put in the system. The technology can grow to be able to dig into the internet and find more trusted answers, from credible websites.
Although we expect AI to immensely improve in the next coming few years, human remains key in delivering better IT services. But, that still doesn’t mean an AI-powered ITSM is far, AI is rapidly evolving and it is possible that humans will come to depend on it in all aspects when it comes to matters IT.