{"id":19426,"date":"2018-06-05T05:00:00","date_gmt":"2018-06-05T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=19426"},"modified":"2020-09-18T00:36:30","modified_gmt":"2020-09-18T00:36:30","slug":"salesforce-chief-scientist-richard-socher-sees-ai-shaking-up-the-service-industry","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chief-scientist-richard-socher-sees-ai-shaking-up-the-service-industry\/","title":{"rendered":"Salesforce Chief Scientist Richard Socher Sees AI Shaking Up the Service Industry"},"content":{"rendered":"<div class=\"wp-block-image__wrapper\"><figure class=\"wp-block-image size-large prevent-download\">\n\t<a href=\"https:\/\/www.cnbc.com\/video\/2018\/06\/04\/customer-service-bots-are-going-to-become-more-common-scientist.html\">\n\t\t<a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"19427-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"820\" height=\"531\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-19427\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg 820w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=300&amp;h=194 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=768&amp;h=497 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=264&amp;h=171 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=500&amp;h=324 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=678&amp;h=439 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=150&amp;h=97 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=298&amp;h=193 298w\" sizes=\"auto, (max-width: 820px) 100vw, 820px\" \/><\/a>\n\t<\/a>\n\t\n<\/figure><div id=\"19427-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1><figure class=\"wp-block-image size-large prevent-download\">\n\t<a href=\"https:\/\/www.cnbc.com\/video\/2018\/06\/04\/customer-service-bots-are-going-to-become-more-common-scientist.html\">\n\t\t<img loading=\"lazy\" decoding=\"async\" width=\"820\" height=\"531\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-19427\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg 820w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=300&amp;h=194 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=768&amp;h=497 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=264&amp;h=171 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=500&amp;h=324 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=678&amp;h=439 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=150&amp;h=97 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/richard.jpg?w=298&amp;h=193 298w\" sizes=\"auto, (max-width: 820px) 100vw, 820px\" \/>\n\t<\/a>\n\t\n<\/figure><\/div><\/div><\/div>\n<p>\u201cIn the next five years or so, if you pick up a phone to call a service center, it\u2019s likely you\u2019ll have an algorithm answer your simple kinds of questions, and only if you have a really complex service case might a human still have to deal with you,\u201d said Salesforce Chief Scientist Richard Socher, in a CNBC appearance. The segment is available to watch<a href=\"https:\/\/www.cnbc.com\/video\/2018\/06\/04\/customer-service-bots-are-going-to-become-more-common-scientist.html\"> here<\/a>.<\/p><p>Socher drives artificial intelligence research at Salesforce, focusing on natural language processing, computer vision, machine learning and more. He said that AI will have a profound impact on the service industry, with natural language processing leading the trend.<\/p><p>\u201cIn the end we are all customers of a lot of different companies and the way we interact with companies is through natural language,\u201d he said. \u201cBut at the same time, natural language is connected to thought, so it\u2019s both a very interesting academic research discipline as well as extremely useful for businesses, especially in service use cases.\u201d<\/p><p>Socher said he disagrees with those who suggest that AI could do more harm than good. \u201cWhat some folks, like Elon Musk, are worried about, is this existential threat that AI might pose, and that is really unfounded because we don\u2019t have a credible research path right now toward artificial general intelligence that will set its own goals,\u201d he said. \u201cBut what we do need to worry about are the biases we may have in our training datasets that might amplify sexist or racist kinds of biases that people had when they generate the training data.\u201d<\/p><p>Socher suggested that regulations will be needed as AI directly touches human lives. \u201cWe need to have some kind regulation for specific domains. If AI touches medicine you have a reference from the FDA to prove whether you should use algorithms to classify a certain kind of disease or analyze x-rays. If they are applied to transportation, you have the transportation authority to see if certain self driving cars are save enough to drive on the road,\u201d he said.<\/p><p>Last month,<a href=\"https:\/\/www.forbes.com\/sites\/bernardmarr\/2018\/05\/18\/how-artificial-intelligence-is-making-chatbots-better-for-businesses\/#5ab4571a4e72\"> speaking with Forbes<\/a>, Socher noted that natural language processing will become ever more important across a variety of scenarios. \u201cNatural language processing is going to be incredibly important for business \u2013 it is going to fundamentally change how we provide services, how we understand sales processes and how we do marketing. Particularly on social media, you need natural language processing to understand the sentiment around your marketing messages and how people perceive your brand.\u201d<\/p>","protected":false},"excerpt":{"rendered":"<p>\u201cIn the next five years or so, if you pick up a phone to call a service center, it\u2019s likely you\u2019ll have an algorithm answer your simple kinds of questions, and only if you have a really complex service case might a human still have to deal with you,\u201d said Salesforce Chief Scientist Richard Socher, [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1735],"sf_theme":[1916],"sf_topic":[1737,1763],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[2055],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-19426","post","type-post","status-publish","format-standard","hentry","category-uncategorized","sf_content_type-news-highlights","sf_theme-artificial-intelligence","sf_topic-artificial-intelligence","sf_topic-innovation","sf_multimedia_asset-video","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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