Google, IBM: Artificial Intelligence Will Help, Not Replace, You

Google and IBM: We want artificial intelligence to help you, not replace you

  • In an era of maturing artificial intelligence technology, what does the future of the corporation look like?
  • So they’re using Watson in their call center—not to replace the call center rep, but actually help the call center rep understand their products and their offerings and be able to serve that customer much better than he or she may have been able to.”
  • Leonie Valentine, managing director of sales and operations at Google Hong Kong, likened use of artificial intelligence to a “murmuration,” when a starling flock take flight “without any kind of preprogrammed system.”
  • The Google executive also defended artificial intelligence as a means of supplementing human workers.
  • ’” Valentine said that since “a lot of the technology has been put in place, we’ll actually finally get to the place that’s been Nirvana for the last 20 or 30 years in corporations, which is moving people to high-value tasks, which is actually taking the intelligence of the organization and forming that human intelligence, and where we need value-based judgments and real-time decision-making and a human touch, putting that back into the hands of the customer.”

Google’s Leonie Valentine and IBM’s Vanitha Narayanan say AI should be embraced by call center workers and others.

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Google, IBM: Artificial Intelligence Will Help, Not Replace, You | Fortune.com

Google, IBM: Artificial Intelligence Will Help, Not Replace, You