HUGO BOSS

Rethinking the AI Hype

Since last year, I’ve been hearing from some tech companies that “AI is the new Oil”—a term which was previously touted with the data rush, which started a few years ago. After the ChatGPT boom, the stage lights moved to AI, reinforced by many tech companies working to sell their “new” AI-based or AI-powered software. Some of which are only algorithms based on advanced statistics.

Not to diminish the value of those programs—they do contribute to the development of new technologies—but in the same way we had to ask back when the data rush started, we must rethink: What do I want to achieve with AI? This question helps solve two problems. The first one deeply understands the problem I´m facing, and the second: Is AI the solution to my problem?

Likewise, companies want to have as much data as possible, for several reasons, including training their AI or understanding their customer base. But data is useless if you or your company doesn’t have a clear vision of what to do with the data or how to properly use it. This is the same with AI, even worse in some cases, especially when dealing with “controversial” applications like chatbots.

More than Automation

I think we all understand that chatbots are very efficient at filtering customer issues or needs, but they are far from efficient at solving those issues. I get that companies have different products, and some issues are easier to resolve than others. Companies like telecom have a huge range of problems a customer can have, and trying to get your issue solved can be a lot more frustrating than ever. But those companies love to spread the slogan “With our new innovative AI, your problems will be solved faster than ever”.

But the reality is: you will spend some time dealing with the chatbot, get frustrated, and try to contact a real representative of the company, now more upset than ever, if you can get to talk to someone. As shown by this article by Forbes showing that 80% of customers got frustrated by interaction with chatbots.

AI still lacks the most beautiful human sentiment: empathy

Empathy Still Matters

This example illustrates that we cannot fully replace our cold caller teams by AI, and forgetting that there are deep problems we first need to solve before fully embracing chatbots or generative AI in some process, going back to where we first started: what do I need AI for? Is it to give quick access to communication channels and help solve problems as fast as possible? To build a quick bridge between teams inside the company?

Or is it just to implement a tool that replaces as many people as possible, forgetting that AI still lacks the most beautiful human sentiment: “empathy”?

Start with Purpose

We can´t forget what makes us human and add this to all our creations. AI might be the new disruptive technology, but we need to discuss it and steer the AI to work with us, and not against us. This seems very clear to all of you reading this article, but don´t forget that no one wants to be behind in this race; everyone wants to win.

Regulation is a very difficult topic; companies working on developing AI don´t want to hear or just pretend to be making sure it´s all “controlled” and “regulated”. But the hard truth is, the most dangerous scenario is unregulated AI. We already have instances of security breaches like AI trying to replicate itself and then denying it, showing that the software is learning in areas where we have a long way to go as humans.

Shaping a Better Future

Utopic as it sounds, we need to start looking at AI not as a way of earning more money, but as a tool to help humanity move forward collectively. I acknowledge that developers in the big companies are doing their best, but we can´t let human greed overcome and take over—even if it means slowing down development—so we can have resources that can control AI and make sure regulatory companies are receiving visibility and enough funds to guarantee the AI will not be used as weapon against other countries or against us a collective. Regulation does not mean banning the development of AI, but making sure the technology shapes the future of humanity for the better.