The “Humanization” of Artificial Intelligence Lies in Diversity

Felipe Santos (*)

artificial intelligence

At today’s largest innovation festival, South by Southwest (better known as SXSW), we had the opportunity to attend the session “Watch your language: the future of AI depends on it” by Richard Socher, chief scientist at Salesforce and an associate professor at Stanford University. In his presentation, the scientist claims that the way we relate to AI is still very shallow.

According to Socher, language is in transformation and artificial intelligence changes all the time. “AI technology needs to learn from the human being, so it is important that this knowledge is not realized from just one point of view. We need to invest in the diversity of programming teams working with artificial intelligence,” says the Salesforce chief scientist. According to him, it is necessary to think about a new AI model that interacts with data in a more intuitive way, using natural language.

What often happens is that AI solutions comprise the vocabulary, but not always the context, which ends up generating impersonal answers. In this sense, it is important that companies invest in NLP, which is a method of automated communication that looks like human behavior and all of its diversities.

Artificial Intelligence Enhances Customer-Brand Relationships

The discussion around NLP and artificial intelligence reiterates the potential for technology growth around the world as a way to enhance customer-brand relationships. Through programming, artificial intelligence attempts to simulate the human capacity for reason. Once integrated into the Internet of Things (IoT) and big data, this technology can manage data and commands to accumulate knowledge, similar to the human brain, and understand what each person needs.

Consultant Gartner predicts $2.9 trillion in new business-generation opportunities involving artificial intelligence by 2021, as well as the ability to recover 6.2 billion hours of worker productivity. AI’s solutions deliver efficiency gains by creating insights that personalize the customer experience and, as a result, generate more engagement, sales, and customer satisfaction.

Artificial intelligence is a reality that tends to grow significantly this year. To be more efficient, technology must reflect human behavior. So our tip is to pay attention to Richard Socher’s advice: “The diversity of IT teams impacts the quality of AI because it produces interfaces from various points of view.” Certainly, the diversity of knowledge will be the most assertive way to innovate and transform.

(*) Felipe Santos is a correspondent for Stefanini at SXSW

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