[USER=8222]@BillPlayford[/USER], for certain one of the smartest guys that I know, introduced me to the term "augmented intelligence." Augmented intelligence is the combination of human and artificial, it is the hybrid superpowers.
I think it is appropriate to look at a "deadend" as a great place for AI to pass the baton to a human. I like the football analogy. AI runs the playbook from the kickoff return to the redzone. A redzone offense has plenty of nuance due to the shortened field and the increase in the stakes, so the coach makes the calls.
This is still a people business; people need to be involved, the questions become when and why. Allowing AI to do the heavy lifting, repetitive tasks like tedious follow up, the low skill required tasks like confirming appts or phone numbers, the monotonous tasks like the chasing of leads from sources like ICO that show a diminishing return on efforts and rarely get our best and most consistent effort, chasing declined services and next service appointments in fixed, etc., all of those tasks are perfect for an AI assistant that doesn't get emotional or take a no personally, doesn't have a bad day, doesn't need a day off, doesn't prejudge a lead... Deploying AI to do those tasks where AI outperforms the human then frees up the human to do the tasks where a human touch is necessary.
You are absolutely correct Joe, our people are more productive and more efficient with an AI assistant with domain specific NLP training. The data is compelling. I'd be happy to share a few of the case studies we've collected if that is of interest.
Full disclosure... Impel offers these services today. Last week we received a capital investment of $104M to continue to build and iterate on our current technology. My opinion, but the "early adopter" wave is already beginning to crest. Real conversational AI will be mainstream in our business, and soon.
