The rise of artificial intelligence (AI) in our daily lives and in business raises questions from many. The primary concern is technology’s obvious advantages over humans in many areas, something that is a potential threat to the workforce we know today. The truth is that the workforce will be transformed as we know it, but not in the ways you may think. Rather than AI eliminating the human element in customer experience strategy, AI can also enhance it. The human-machine collaboration will be a key differentiator in determining future business success in the next decade to come. Read on to discover more about how humans and machines can work together, the benefits of collaboration, and how your company can nurture this relationship today to build a better business for tomorrow.
From “artificial intelligence” to “augmented intelligence”
For the last 60 years, artificial intelligence (AI) has evolved from a purely academic field into a powerful driver of social and economic change. AI is now the backbone of web search, apps, virtual reality, speech recognition, driverless vehicles, and more.The greatest misconception about AI today is that AI will replace human work altogether. AI is expected to do everything for us, even take away some of our jobs. While many jobs in manufacturing, logistics, and transportation will be replaced with AI, these industries will be disrupted to produce new roles that work alongside AI to do more complex jobs. This has pushed a shift in the conversation about the nature of artificial intelligence. What was known first as artificial intelligence is now more accurately called “augmented intelligence,” a human-centered partnership model of people and AI working together. Augmented intelligence is when AI extends human judgment instead of replacing it, leading to greater cognitive performance. Rather than the robots taking over, technologists have recognized the importance of the human touch in AI. As automation expands, so do advancements in human-centered design. This combination, along with the benefits of humanizing tech, is already changing the way industries conduct business.
