While the activity of data curation has historically been quite labor-intensive, now machine learning can identify probabilistic matches—data that is likely to be associated with the same person or company but that appears in slightly different formats—across databases. But it takes a lot of data and a lot of computation so for some problems formulations aren't available yet that would let us learn from the amount of data available, Kaelbling said. For example, neural networks are needed for perception as well as higher level and more abstract types of reasoning to decide, for example, what to make for dinner or to decide how to disperse supplies. The health insurer Anthem, for example, is taking on the development of cognitive technologies as part of a major modernization of its existing systems. All rights reserved. WhatsApp. "But on the research side … really exciting things are starting to happen to try to capture some steps to more general forms of intelligence [in] machines," he said. Given the scarcity of cognitive technology talent, most organizations should establish a pool of resources—perhaps in a centralized function such as IT or strategy—and make experts available to high-priority projects throughout the organization. The plan is to eventually allow customers to engage with the cognitive agent directly, rather than with the human customer-service agents. In the pharmaceutical industry, Pfizer is tackling the scaling problem by using IBM’s Watson to accelerate the laborious process of drug-discovery research in immuno-oncology, an emerging approach to cancer treatment that uses the body’s immune system to help fight cancer. It is useful for companies to look at AI through the lens of business capabilities rather than technologies. Facebook, for example, found that its Messenger chatbots couldn’t answer 70% of customer requests without human intervention. Rajeev Ronanki is a principal at Deloitte Consulting, where he leads the cognitive computing and health care innovation practices. But Hillion made the turn to industry a long time ago, driven by the desire to apply his knowledge to solve real-world problems. The great fear about cognitive technologies is that they will put masses of people out of work. In most of the projects we studied, the goal was not to reduce head count but to handle growing numbers of employee and customer interactions without adding staff. Twitter. The AEGIS, which is an AI-based Mars rover, is alread… provide insurers with more-accurate and detailed actuarial modeling. Through the application of AI, information-intensive domains such as marketing, health care, financial services, education, and professional services could become simultaneously more valuable and less expensive to society. On the basis of our research, we’ve developed a four-step framework for integrating AI technologies that can help companies achieve their objectives, whether the projects are moon shoots or business-process enhancements. To get the most out of AI, firms must understand which technologies perform what types of tasks, create a prioritized portfolio of projects based on business needs, and develop plans to scale up across the company. But with the right planning and development, cognitive technology could usher in a golden age of productivity, work satisfaction, and prosperity. The PAS approach has quickly gathered more than $80 billion in assets under management, costs are lower than those for purely human-based advising, and customer satisfaction is high. Kaelbling agreed, adding that it may be not just those two techniques but include others as well. Copyright © 2020 Harvard Business School Publishing. The group also uses graphical “heat maps” that indicate the organizational activities most amenable to AI interventions. (It’s also the least “smart” in the sense that these applications aren’t programmed to learn and improve, though developers are slowly adding more intelligence and learning capability.) He is the author of over a dozen management books, most recently Only Humans Need Apply: Winners and Losers in the Age of Smart Machines and The AI Advantage. Creating a Portfolio of Projects. If you can outsource a task, you can probably automate it. SEE: 9 super-smart problem solvers take on bias in AI, microplastics, and language lessons for chatbots (TechRepublic). You may ultimately want to turn customer interactions over to bots, for example, but for now it’s probably more feasible—and sensible—to automate your internal IT help desk as a step toward the ultimate goal.
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