“Make the world a better place.” That’s the stereotypical catch phrase fans of “Silicon Valley” tend to hear from the various tech startups pitching their products on the show.
But it’s more than a catch phrase. For some tech innovators, it’s a vital mindset. In order to rise above the hype of artificial intelligence, they must first determine what problem their innovation is going to solve. How will it make the world a better place (or at least the world of their target market)?
There is a lot of hype about AI these days. From tech companies touting all the great things AI innovations can do to dooms-dayers stirring up fears about AI taking over the world. The truth of the matter is, AI innovations are only as real as the problem they’re trying to solve, and many companies have yet to get on board with exactly how to implement new technology into their processes. In the customer engagement world, chatbots and voice technology are the big AI vehicles in which, to be effective and valuable, AI needs to somehow eliminate friction and solve a problem.
Nuance’s head of product innovation, voice technology and AI, Tom Hebner, has a lot to say about where AI is headed and how organizations can take full advantage of it. He even hints toward the “make the world a better place” mantra. “AI should make lives easier, whether it be interacting with banks and airlines, improving the quality of communication when folks go to the doctor or making the lives of doctors easier by taking a lot of the manual work they have to do out of their hands and doing it automatically.”
In two recent articles on Mediaplanet, Tom lays it all out in practical terms of what happens when AI is integrated into the contact center. He talks about the complexity of the human language when developing voice technology, the importance of biometrics and data, and the prerequisite for the business to know what problem they’re solving for.
These two articles can also be found in a special insert on AI for Business, in the San Francisco Chronicle. Take a look at them both and absorb the infectious energy that Tom exudes as he passionately talks about making a difference in the world through innovation.
And to hear and see Tom Hebner’s expert insights and passion about what AI can do for the enterprise, watch this Ask the Expert Series installment.