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Artificial Intelligence: the good, the bad & the ugly

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Overview of artificial intelligence and its impact on consumers, customer experience and society as a whole.

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Artificial Intelligence: the good, the bad & the ugly

  1. 1. Thursday, 25th April 2019 A Wonderland Presentation
  2. 2. Artificial Intelligence Andrew Ng – “AI is the new electricity” AI THE GOOD THE BAD THE UGLY Source: Ng is chief scientist at Baidu Research
  3. 3. “A set of advanced technologies that enable machines to grasp and understand human intelligence, learn to imitate it, and act accordingly.“ Two forms: • Strong AI: AKA Artificial General Intelligence • Weak AI: AKA narrow AI Artificial intelligence A quick glossary
  4. 4. On the technical side there are three main drivers: Artificial Intelligence – drivers and spanners • Computing power (Cloud/Edge) • The continuous rise of big data • Progress in algorithms What’s slowing AI adoption? A lack of data and the talent to develop customised AI solutions
  5. 5. Of consumers think they’re already using AI platforms. 33% The real percentage of consumers using an AI powered device 77% Source: PEGA
  6. 6. Of consumers believe artificial intelligence will improve their lives in some way2 41% The increase in business productivity through AI technology 40% Source: Accenture Source: Strategy Analytics
  7. 7. AI: the good Improving people’s lives
  8. 8. Diabetes: Continuous Glucose Monitoring • Flash monitor: FreeStyle Libra • Constant Datastream: Dexcom G6 Cancer: drug discovery Operations: done by robots Routine tasks: scans, data entry Care: Endurance Speed of management, diagnosis, research and monitoring Healthcare
  9. 9. • Extensive note-taking is frustrating • Want to reduce administrative burden • Important to increase face-time with patient The problem: manually organizing electronic health records (EHR) How AI based conversational software can help hospitals and GPs 3M buys M*Modal to provide a solution and stave off the competition • Hospitals/GPs benefit from automating clinical documentation • M*Modal is a healthcare technology provider of cloud-based, conversational AI-powered systems • Assistant specialises in recognizing and transcribing medical speech. • Benefit: − Saves time: Records doctor/patient conversations − Accuracy: Adds pertinent information to patient medical records “Doctors piloting its service have reduced time spent on medical notes by 70%”
  10. 10. Making us safer and more efficient Comms: automatic spam filters, real-time translation Sport: computer vision referee, smart ticketing Media: automated journalism, eliminate fake news, remove bias Transport: ride-sharing apps, traffic analysis reducing travel times, self-driving vehicles Education: plagiarism checkers, virtual teachers, automated grading The list goes on … Other industry examples
  11. 11. AI: the bad
  12. 12. British consumers prefer dealing with humans over automated services for: • buying a product or service for the first time (77%) • chasing an order (73%) • querying a bill (85%) • changing account details (62%) • making a complaint (84%) ‘Chosen’ interaction e.g. smart home speaker preferred over ‘forced’ interaction e.g. Chatbot AI could put 30%* of existing jobs at risk by 2030 UK consumers are wary of the AI future; the UX requires rethinking *Source: PwC, jobs in the UK
  13. 13. AI: the ugly Where AI could go (or is going) terribly wrong
  14. 14. AI has a bit of an image problem • Autonomous weapons • Social manipulation • Invasion of privacy/social grading • Misalignment of goals • Discrimination
  15. 15. By 2020, all citizens (1.4bn) receive a personal score Behaviour-driven The ‘right’ behaviour means discounts and better interest rates The wrong behaviour have their movement and actions restricted The (scary) future China: Social credit surveillance system Some with low scores are already feeling the effects–nearly 11 million Chinese can no longer fly and four million are barred from trains. The program has started expanding nationwide as China’s network of surveillance cameras grows to an estimated 600 million cameras.
  16. 16. Thanks everyone! inge@thewonderland.co.uk @Dutch_Inky

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