Humans have of late been collaborating with Artificial Intelligence to change customer experience across industries..
The link from HBR (click here for very interesting HBR paper) is good reading on how AI and humans are working together to improve the customer experience across industries as diverse as Mercedes automobile manufacturing, Gigster software development, HSBC bank credit card fraud detection, Roche cancer treatment, Unilever recruiting, GE equipment maintenance, Pfizer healthcare etc ... These are all cutting edge AI-human collaborative applications ..Over the weekend I will be speaking on this topic at an industry CEO conclave in Bangalore.
I am also contemplating to have an interesting discussion-cum-role play on the human-AI collaborative intelligence in the MBA sem 4 class in Alliance University this Friday morning, 30 Jan, may be for the first time in India or the world.. Thinking of having a role play in the class, to help students understand the practical impact of the concepts than just the drab theory, where student teams will take important and interesting examples of human-AI collaboration as role plays, given in the above article corresponding to the five elements of
1. flexibility
2. speed
3. scale
4. decision making and
5. personalisationThe role play will involve playing the instance of failure and successful resolution of the cases given in the paper with human-AI collaboration.
Why am I taking up this case of human-AI collaboration in the classroom ?
While discussion the subject of Business Process Reengineering, introduced to the world by Micheal Hammer from MIT, it is clearly understood how the process type approach advocated by Frederick Taylor, father of Modern Scientific Management, was considered inappropriate in comparison to the holistic approach by Micheal Hammer of Business Process Reengineering (BPR) where we look not at improving or eliminating individual processes, but how on the whole, radical thinking can reengineer the process altogether.
From the decades of the 60s to 2020, we find it is Information Technology or more specifically Information and Communication Technology (ICT) that has played an important role in the reengineering approach that provided better value to the customer. At the turn of the second decade of the twenty first century we find Artificial Intelligence is adding value to the human - IT integrated system.
For example, I am just listing three examples from Google / Gmail in our daily life where AI has been impacting our life in a very appreciative way.
Let's be well prepared so that we do not allow AI to dominate over us, instead all these applications remain within human control. Let us create better awareness on that front.
George..
While discussion the subject of Business Process Reengineering, introduced to the world by Micheal Hammer from MIT, it is clearly understood how the process type approach advocated by Frederick Taylor, father of Modern Scientific Management, was considered inappropriate in comparison to the holistic approach by Micheal Hammer of Business Process Reengineering (BPR) where we look not at improving or eliminating individual processes, but how on the whole, radical thinking can reengineer the process altogether.
From the decades of the 60s to 2020, we find it is Information Technology or more specifically Information and Communication Technology (ICT) that has played an important role in the reengineering approach that provided better value to the customer. At the turn of the second decade of the twenty first century we find Artificial Intelligence is adding value to the human - IT integrated system.
For example, I am just listing three examples from Google / Gmail in our daily life where AI has been impacting our life in a very appreciative way.
1. when we go on the road, AI mediated Google Maps on our smartphones tell us which route to take to avoid the rush, save time and fuel helping us reach our destination anywhere in the world on time and without much tension. More often than not, we reach our destination in the time span predicted by the app initially and in a clear mind. The intelligence displayed by the Google Maps app at times is remarkable.
2. When I need to search for a term on Google, it prefills my enquiries with a number of options on the search window helping me select the correct search terms to arrive at the results faster and easier.
3. When I hit the reply button to any Gmail email, the reply window flashes with three pre-filled reply text buttons which is most closely associated with the mail content. I just have to hit the most appropriate reply and then send it. The reply process that earlier used to take 5 minutes, is now over in a few seconds with help from AI mediated Gmail.All these developments are just the tip of the iceberg. In the coming days, months and years we will see lots more of such AI-mediated ICT applications flooding the market that is going to make our lives easier and comfortable.
Let's be well prepared so that we do not allow AI to dominate over us, instead all these applications remain within human control. Let us create better awareness on that front.
George..
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