Keep Pace with AI or Put Your Business in Jeopardy

Technology moves fast and, in the case of artificial intelligence (AI), the pace of innovation is mind boggling. It was eight years ago that IBM Watson first brought modern AI to the general public. The bot-like computer appeared on the knowledge-based American game show, “Jeopardy!” Watson demonstrated exceptional learning and problem-solving capabilities—when there were clearly defined rules. But human behaviors don’t follow rules, and business outcomes can change dramatically in modern contact centers. Hence, the ongoing advances in AI.

In the spirit of “Jeopardy!”, which gives answers and asks for the correct questions, let’s see how much you remember from those early days of AI.

The Power of Machine Learning and AI

 Answer: He said, “I, for one, welcome our new computer overlords.”

Question: Who was Ken Jennings?

In the final battle on “Jeopardy!” with Watson, the AI computer crushed super-champions Ken Jennings and Brad Rutta. Its machine-learning capabilities enabled its knowledge to grow as the game progressed. Watson far surpassed the speed of humans to recall facts—even brilliant humans like Jennings and Rutta. And yet, the eight-year-old version of Watson pales in comparison to today’s machine-learning technology.

Let AI Have Those Tedious Tasks

Answer: Launched in 2002, it autonomously vacuumed floors while navigating and avoiding obstacles.

Question: What is an iRobot Roomba?

As a domestic robot, the iRobot Roomba sparked fears of AI taking over our lives. In reality, the Roomba only relieves humans of a tedious task. A recent ManpowerGroup report suggests that the fear of “robots taking our jobs” might be overblown, with 87% of organizations planning to increase or maintain employee numbers after adopting automaton technologies.

Bots Do More Than Banter

Answer: These early chatbots were used exclusively to simulate typed conversations.

Question: Who are PARRY and ELIZA?

In 1973, PARRY and ELIZA were hooked up over ARPANET and had a bicoastal “conversation.” Here’s a sample from their exchange after PARRY told ELIZA that people get on his nerves:

ELIZA: Would you like to discuss your nerves?

PARRY: I guess so.

ELIZA: What does that suggest to you?

PARRY: What are you getting at?

ELIZA: What answer would please you most?

PARRY: It’s not a matter or like or dislike.

ELIZA: What else would you like to discuss?

PARRY: I am getting tired of answering the same questions over and over.

ELIZA: What resemblance do you see?

PARRY: Why do you need to know that?

ELIZA: What do you think?

PARRY: I don’t understand your motives.

ELIZA: Why don’t you understand my motives?

Imagine how quickly customers would disconnect from customer service if they had to chat with Parry or Eliza! Today’s bots are highly skilled in natural language understanding, which enables them to detect customer intent and use this information to enhance the customer journey.

The March of the Bots

Chat bots and voice bots are everywhere and they’re the most high-profile examples of AI. And that’s for good reason. They complement human agents by automating tedious tasks and assist agents with tips on how to resolve customer issues faster while providing supporting data. But there are many ways businesses fail with bot implementations—such as deploying them in silos or failing to take full advantage of their capabilities. It’s all lost opportunity.

Take the Next Step in Your AI Journey

Enterprise adoption of AI has grown 270% over the past four years. And while AI has been increasing in sophistication, it has also become easier to use and understand. You don’t need to be a “Jeopardy!” champion to take advantage of AI. But you do need to benchmark your knowledge of it.

Try our quick AI quiz and see what you really know about the technology. You might learn something new. At the end of the quiz, you can download our checklist, Top 10 Ways to Take Advantage of AI, to help jumpstart your AI strategy and plans.

Take the Genesys AI quiz and find out how much you really know.

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