Either AI is Intelligence-smart or It’s Not

Authoring an original article on Artificial Intelligence seems a bit oxymoronic. But – it Is what we are all reading about. This is assuming we all read!

In fact, when thinking about this topic, I visited Chat GPT and requested an article about AI, and part of it is very enlightening.

“Today, AI permeates almost every aspect of our lives, from personalized recommendations on streaming platforms to predictive analytics in healthcare. Machine learning algorithms power virtual assistants like Siri and Alexa, enabling natural language understanding and speech recognition. Meanwhile, computer vision algorithms enable facial recognition systems, autonomous vehicles, and surveillance technologies.”

One significant impact is what is not mentioned in that paragraph.

The fact that AI also removes opportunities for critical thinking. AI will deliver exactly what you want to hear or see. Exactly. It picks up algorithms, for example on social media, and delivers precisely and only what you wish to believe. According to Simon Crawford Welch, PhD, author, and founder of the Critical Thought Lab (https://thecriticalthoughtlab.com/)

“As AI becomes a bigger part of our everyday lives, it’s super important to have people who can think critically about it. We need people who can question, analyze, and challenge what AI does. These critical thinkers help spot problems, suggest ethical guidelines, and make sure AI development stays aligned with our values. We don’t just need more tech whizzes who can build and program AI; we need folks who can ask tough questions about how AI works, it’s inherent biases (of which there are many) and how it affects society. Critical thinkers ensure AI stays transparent and accountable, and that it serves humanity’s best interests. Having a critical mindset is our best defense against the downsides of AI. Remember this one basic fact – AI will only be as ethical and effective as the critical minds that challenge and refine it.”

It also mentioned in very fine print at the very bottom, in an almost undistinguishable font; “ChatGPT can make mistakes. Check important info.”

Therein lies the rub – AI is being used in many forms of voice of the customer technologies to determine the sentiment behind comments. For example, conversational analysis, is speech – to text – to analysis technology that is used primarily in contact centers. Referred to as ‘unsolicited feedback,’ the simplest definition is it is designed to listen to every call, then analyze each contact using AI to help determine the sentiment of the call. You will recognize it by the disclaimer; “this phone call may be recorded and used for quality and training purposes,” which it is, and does. Very effective.

Then, there is the solicited feedback. The survey (i.e., CustomerCount by Mobius VP), the oldest and most tested, which as a part of its DNA should also include the text analytics AI component. Respondents are asked to “tell us why you gave us this score” inviting the respondent to add verbatim comments, which they do at a surprisingly high rate. Enough to provide sentiment analysis to make informed business decisions once filtered through the machine learning AI.

To be clear though, only one will work outside of the contact center, and only one will actually ask questions. Using both in a contact center IS a very smart use of $$. And, as in most of life, language can be a big diversion for AI.

Then we have good old Siri and Alexa, who not only analyze voice to text but also voice recognition technology. Both have given us the freedom to choose and act on our thoughts.

More? In 2011 IBM introduced Watson to the world on Jeopardy and it defeated two of contestants with the most wins in history. Three nights, two people, one machine and $1 million.

In 2011. So not a lot new here.

What is new is we now have the ability to create content through AI. We don’t have to think, we can take the easy way out and simply ask the topic question and lo and behold – we are smart.

But, beware, I also asked Chat GPT the question about accuracy. Its response is exactly what I am preaching, and the Critical Thought Lab contends.

“Please note that I am an AI language model, and my responses are generated based on patterns in the data on which I was trained. While I strive to provide accurate and helpful information, I can’t guarantee the accuracy or reliability of my responses. Therefore, it’s always a good idea to verify any important information with additional sources. Additionally, I don’t have access to personal data about individuals unless it has been shared with me in the course of our conversation. If you have any concerns about privacy or data security, please let me know, and I will do my best to address them”

As I write articles like this, and post my brilliance on social media, I get fact checked. A lot. Every time.

With AI, it is more important than ever to fact check everything you read. When we are warned, for example, of foreign interference in our elections – believe it.

The answer, Artificial Intelligence is only as smart at the person using it.