The Future of AI: How Companies are Embracing Artificial Intelligence
Over the past seven years, Problem Solutions, a software company founded by Mike Hruska, has been at the forefront of AI research to enhance company performance and empower human capital. Problem Solutions develops advanced and proprietary AI applications for both the federal government and the private sector, with a focus on fine-tuning AI capabilities beyond what is generally available in public, open-source AI platforms like ChatGPT.
ChatGPT, a pre-trained AI model, provides users with a wealth of information up to September 2021 but is limited in its ability to respond to real-time queries. However, developers can purchase access to ChatGPT and further customize it by incorporating real-time information such as weather forecasts.
Fine-Tuning AI Behavior
Developers can train AI models to exhibit specific behaviors and attitudes, resembling famous personalities such as Mr. T, Samuel L. Jackson, David Goggins, or a Marine Corps instructor. Problem Solutions’ Mr.GPT is one such example—an AI bot specifically designed to provide users with harsh yet motivational advice to help them achieve their goals.
While Problem Solutions showcases Mr.GPT as a public example of their work, their actual projects involve even more advanced AI technologies, including meta-humans and holographic simulations that closely mimic real-life interactions.
The Power of Agile High-Performance Teams
Despite competition from tech giants, Hruska remains confident in his company’s ability to foster innovation. Problem Solutions operates with small, agile teams of just two or three individuals, enabling them to develop AI solutions in a matter of days or weeks compared to the months it takes for larger teams.
Hruska’s collaboration with various authors to create AI models capable of understanding and writing books in a specific style exemplifies the limitless potential of AI. He emphasizes that AI is no longer just a technological challenge but primarily an engineering one.
Meta-Humans: A Call Center Revolution
With the rapid advancements in AI, Hruska envisions a future where “meta-humans” replace human workers in call centers within the next three to five years. Meta-humans are AI systems designed to mirror human behavior and communication styles, offering a personalized and empathetic customer experience.
However, not all companies are ready to fully embrace AI. Chris Caldwell, president and CEO of Concentrix, the world’s second-largest provider of customer experience solutions, notes that while AI generates interest among clients, there is still hesitance due to concerns about security and the ability to achieve predictable results.
Concentrix serves over a thousand companies, including 130 Fortune Global 500 organizations, with customer experience-related tasks. Caldwell highlights that these enterprise brands prioritize maintaining their reputation and are cautious about any AI implementation that may not align with their values or social consciousness.
While Concentrix has automated 10% of its contract volume through AI machine learning, Caldwell explains that the infrastructure requirements for extensive generative AI implementation can be cost-prohibitive compared to utilizing offshore workers aided by machine learning algorithms.
Instead, the focus of AI adoption for many companies like Concentrix revolves around leveraging AI to enhance staff productivity and efficiency while delivering faster results.
Human Touch in Customer Service
Despite AI advancements, individuals working in customer service like Josh Cragle, who has nine years of experience in the field, believe that the human element will remain crucial. Cragle, who currently handles health insurance customer service, expresses optimism that AI will not fully replace human interactions, particularly in industries where personal and empathetic communication is essential.
As long as sectors like health insurance continue to exist, Cragle believes that human interaction will remain vital in ensuring satisfactory customer experiences. The convenience and efficiency of AI are valuable, but the human touch cannot be replicated entirely by AI systems.
Editor Notes
As AI continues to shape various industries and transform the way we work, companies like Problem Solutions and Concentrix are at the forefront of AI adoption, leveraging its capabilities to enhance performance, customer experiences, and overall business outcomes. While AI presents immense possibilities, it is crucial to strike a balance between automation and the human touch to meet evolving customer expectations and maintain brand values.
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