At the 2018 AI Summit in New York City, we heard from a panel of executives representing multiple organizations across the AI ecosystem, including our own Mark Brayan, CEO of Appen. The panelists shared their perspectives on the usage of AI in different organizations, issues that need to be addressed, and what the future holds.
Perspectives on AI Applications
Clayton Ching, Global Head of Product Management at DRYiCE, discussed how his organization is deploying AI in IT Operations, where the goal is to move toward a self-learning platform that ultimately removes humans from the decision-making process. He admitted that this process will need time to evolve and gain wide acceptance in the company, as humans inherently do not trust machines to make business decisions. The organization will need to demonstrate incremental benefits over time to prove out the model and build employee trust.
Mohammed Ansari, Senior Vice President and General Manager of LG Silicon Valley Lab, described how AI is being used in both the B2C and B2B segments of its business to improve the user experience with LG products. AI is used to drive real-time learning about customer interactions so that user experiences can be improved to the point where they are what he called “immersive.” While AI technology is being used by LG to enhance these experiences, Ansari stressed the importance of human involvement in determining the right fit for each product by market.
Catherine Havasi, Chief Strategy Officer at Luminoso, discussed how we are really just scratching the surface when it comes to AI’s potential. “Immersive experiences” need to be supported by a different type of infrastructure, which is just starting to be explored. While low-hanging-fruit opportunities to apply AI have been implemented such as chatbots, we need to start addressing the “higher-hanging fruit” opportunities such as immersive customer experiences.
The panel offered important advice for organizations that are considering AI initiatives. Havasi stressed several important points that should be considered by any company planning to implement AI. First, identify the business problems that the organization wants to address with AI and establish how AI will solve them. Next, determine who owns the initiative. Havasi suggests that whoever owns the KPI for the business problem that the AI initiative is intended to solve should own the program. Further, to ensure that the AI initiative is properly deployed rather than becoming a “science fair project,” she recommends establishing a plan at the outset on how to operationalize it. Ask yourself, “Does our organization have the resources to support the initiative in production?” Finally, she stated that since AI relies so heavily on data, all organizations looking to deploy it need a solid data strategy.