Article | June 10, 2019

The Future of Field Service is An AI-Human Hybrid

Source: Aquant
U.S. CEOs See Greater Willingness To Use Artificial Intelligence: KPMG Survey

Artificial intelligence is a hot topic in the service space. Automated assistance, through AI applications like chatbots and interactive voice technology, is on the rise. The growing sophistication of AI technologies is helping service professionals across many industries deliver better customer experiences, with greater efficiency and at less cost.

As AI projects gain traction, many service professionals worry that companies will replace them with machines to cut costs. Grim statistics fuel the fear. According to Fortune, 48% of human workers will eventually be replaced by robotics and software automation. Yet some service pros express skepticism that machines can make their skill sets redundant. Can a robot really replicate their hard-won knowledge?

Even the Smartest Machines Won’t Win Every Time

In reality, even the most sophisticated AI can’t replace the nuances of human experience. Take the example of AlphaGo, a computer program developed by Google DeepMind that learned to play the complex board game Go through thousands of hours playing against itself. AlphaGo has been lauded by many as one of the most advanced real-life uses of AI ever developed.

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