{"id":50941,"date":"2019-08-05T18:52:00","date_gmt":"2022-10-18T18:52:48","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=50941"},"modified":"2022-11-01T15:37:48","modified_gmt":"2022-11-01T22:37:48","slug":"debunking-ai-myths","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/debunking-ai-myths\/","title":{"rendered":"Debunking AI Myths"},"content":{"rendered":"\n

Artificial Intelligence has the power to transform customer engagement, while creating higher-value jobs and driving business innovation.<\/p>\n\n\n\n

Here\u2019s what we know about Artificial Intelligence (AI) out in the real world, today. <\/p>\n\n\n\n

Just 24% of service teams are using AI, but 56% of service decision makers say they\u2019re actively looking for new ways to introduce the technology.<\/p>\n\n\n\n

As a result, over the next 18 months the use of AI is projected to surge by 143%. <\/p>\n\n\n\n

At the same time, 51% of service agents say they want to be doing more challenging work, and 70% tell us the automation of routine tasks would allow them to focus on higher value work.<\/p>\n\n\n\n

They see smart automation\u2019s impact already in their personal lives and expect it in their work lives.<\/p>\n\n\n\n

And while some argue AI will cost people their jobs \u2013 as if staff are only capable of menial, repetitive work \u2013 leading businesses are using AI and other tech to enable their people to do more of the work they enjoy and to do it better<\/a>.<\/p>\n\n\n\n

Late last year, I spoke with Sinovation Ventures CEO Dr Kai-Fu Lee<\/a> about how AI is impacting our lives and the skills we need for the future of work, as well as the privacy concerns and regulatory changes around its use. <\/p>\n\n\n\n

\u201cAI is giving our society a wake-up call,\u201d he told me. \u201cCurrently, so much of our time is spent on busywork and repetitive work. That will largely be automated in the age of AI, so we can devote more of our professional and personal time to caring for other people. AI has the capability to basically eliminate those activities that we weren\u2019t meant to do as humans but got trapped into, dating back to the first Industrial Revolution.\u201d <\/p>\n\n\n\n

That capability is already being embraced by some businesses.\u00a0<\/p>\n\n\n\n

Target: Enabling humans to be superhuman<\/h2>\n\n\n\n

Target in the US has been re-imagining the roles of shop staff. Low-value tasks in retail include bringing stock out from store rooms, stacking shelves, counting and banking cash, and manning checkouts \u2013 they can be very competently handled by machines.<\/p>\n\n\n\n

However, as Dr Kai-Fu Lee mentioned, \u201cAI is about more than replacing each worker with a robot. It will involve the disruption and reshaping of whole industries.\u201d<\/p>\n\n\n\n

Dr Lee discussed retail as one area undergoing a revolution, with stores using their troves of customer data to personalise offerings and tailor experiences. <\/p>\n\n\n\n

\u201cThe online retailers have a big advantage here because they learn so much from how people browse their websites,\u201d he said. \u201cBut in the future, physical stores will deploy technologies such as sensors that allow them to gain a pretty strong profile of shoppers who come inside.\u201d<\/p>\n\n\n

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Future of retail, 10 years from now:

1. Personalized offerings #AI<\/a>

2. Significant automation, less job

3. No more checkout lines

4. Home delivery

5. Specialized stores

6. Mixed reality (AR\/VR)

7. 3D printing

8. e-commerce at 40-50% (only 10% today) pic.twitter.com\/BveNK1CPPD<\/a><\/p>

\u2014 Vala Afshar (@ValaAfshar) July 18, 2019<\/a><\/p><\/blockquote>\n\n