Some Thoughts On AI for Customer Service
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It was 1984 when I earned my BS in computer science from Oregon State University. My sponsoring professor Dr. Morán pitched me on the idea of going to Carnegie Mellon to get a PhD in artificial intelligence (AI).
I opted not to go. I was too anxious to get into the work world and start my career. But I’ve certainly kept my eye on AI ever since.
Those who are new to AI think it all started when IBM’s Watson won Jeopardy or when Amazon launched the Echo or when Apple launched Siri. More likely, modern-day AI started back in 1956 at a conference at Dartmouth College.
Fast forward a lifetime and AI is all around us. Facebook, Google, Intel and Microsoft all have significant investments in AI. Every day, several times a day, articles are being published in Techcrunch, Wired, WSJ, the NY Times and dozens of other publications about new investments, new technologies and features. Just this past week, at Dreamforce, Einstein announced AI for marketing, sales, and all forms of CRM. Yesterday’s Law Firm Leaders Conference: out of six presenting tech companies four are trying to apply AI to legal research and litigation processes. nVidia’s blog: the story of how graphics processors are powering next-generation AI and machine learning. It goes on and on.
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