ChatGPT is the latest sensation to spark the “will-AI-replace-humans” debate. But here’s the thing: artificial intelligence (AI) has surrounded us for years, without our realizing it. Today, a vast majority of people use at least one AI-enabled device or service, such as a smart assistant, chatbot or tools like Alexa, all of which enable them in some way. Generative AI will also do the same.
The excitement around generative AI is because it goes beyond traditional AI’s data capabilities to create a variety of output, such as written content, images, and even software programs. But generative AI can only produce output based on the information it is fed. While AI is surprising us every day with new and rapidly developing capabilities, it’s safe to say at this point there are things like spontaneity, emotional intelligence, and intuition that are strictly human traits.
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What AI can do extremely well, however, is amplify human effort and intelligence.
There are several exciting use cases of this – for instance, generative AI can support customer service agents at a call center in resolving customer problems, providing information against queries, or promoting products. Together, they can resolve issues faster and more thoroughly than a chatbot or an agent with a standard script, working alone. Take the example of a wealth manager who is assisting a customer. A wealth manager’s ability to assist customers is limited to the person’s knowledge of the products. With AI assistance, the wealth manager can provide better quality advice and improve the chances of delivering the outcomes the customer is looking for.
With its massive algorithmic power and the vast knowledge contained in its training data set, generative AI can enhance the capability of every human worker by taking over routine tasks, brainstorming new ideas, writing first drafts, or providing quick answers to questions. In this combination, the role of the human being is to provide oversight and ensure accuracy and compliance. This is because generative AI can throw up an irrelevant, or even inaccurate, reply. So, someone has to do a fact check before using that information further.
Some generative AI tools are trained on information gathered from the internet, along with data, and they also ingest prejudice and bias. Unchecked, they could end up producing unworthy or offensive content. In using data and content belonging to third-parties, generative AI runs the risk of violating intellectual property rights. Worse, it can also be manipulated to produce fake content or spread misinformation. There needs to be human involvement to prevent adverse events and ensure the tool generates trustworthy and appropriate output.
These concerns notwithstanding, there is no doubt that generative AI can take human endeavors to new heights. Not just by saving time and cost by producing content, but by helping mankind solve some of the world’s biggest problems.
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