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Do Customers Actually Want Businesses to Use Artificial Intelligence?

Updated on February 23, 2018
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AI is coming, whether we are ready for it or not. I write about how RPA, Machine Learning & Artificial Intelligence can be a force for good.

Andy Kelly, Unsplash.com
Andy Kelly, Unsplash.com | Source

The number of news reports highlighting the potential risks and pitfalls of Artificial Intelligence would have businesses believe that the average person is wary of AI, but it turns out that the answer is more nuanced than that. As Artificial Intelligence moves forward, customers are learning more about the role it will play in their lives in the personal and professional field. Many of the earlier assumptions are being proven wrong, and some are still under debate.

Most people have one apprehension when it comes to AI – they are afraid of humans losing their jobs to RPA and intelligent machines en masse. It turns out that for most people, this is not a significant concern. There are countless tasks that computers can do with greater accuracy and efficiency than a human. The majority of these items, such as large-scale data entry are not tasks that humans are particularly keen on in the first place.

According to a 2016 Harvard Business Review report, most customers have a favorable view of utilizing AI in businesses. However, HBR states that the positive outlook depends largely on their past encounters with artificial intelligence and companies ability to implement AI in a way that provides real benefits to the consumer.

Quality Control – most customers have fallen victim to the human margin of error. People get tired, they make mistakes and overlook important details. Once customers understand that AI removes a large percentage of a margin of error, they tend to be in favor of adopting machine learning software and technology. Many companies already use machine learning software that enhances the customer experience and provides greater the peace of mind.

Repetition, not Competition – customers look favorably on intelligent automation when they know that it is the ideal tool for performing repetitive tasks that most people do not or physically cannot do efficiently. This clears up any misconception of AI as a replacement for all roles. The HBR states that while there will be some replacement of human functions, it is not enough to scare customers away – especially when they understand the nature of machine learning and its place in the workflow.

Improving Human Lives - according to another Harvard Business Review report, artificial intelligence is now being utilized to enhance cancer treatment and scientific research. Businesses are tapping into the power of cognitive technology and machine learning software to fight disease and solve global problems. While the fields are still in infancy, customers and people everywhere look favorably on initiatives that seek to combat these issues and eradicate them from the earth.

While the headlines make it sound like AI is not a welcome concept for customers, it turns out opinions cannot be oversimplified. They are assessing the pros and cons of AI in their lives, and appear to be leaning towards the use of AI. As long as companies efficiently communicate the benefits and apply the technology where it can make an impact, consumers will continue to look at artificial intelligence as a positive development.

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