Why Artificial Intelligence Will Completely Change Social Customer Service - Social Media Week

When you think artificial intelligence, stop thinking disastrous scenarios like i-Robot and start thinking better customer service. In the session, Practical Applications Of Artificial Intelligence In Social Customer Service, Mikhail Naumov, Chief Strategy Officer of DigitalGenius, shows how AI and humans can work together to provide better customer service. He first explained that there are multiple types of AI and that we need to be careful in both – alluding to the situation where a Microsoft AI chatbot was taught to be racist. One mode is artificial narrow intelligence, where a machine learns to surpass the level of expertise of a human in one specific thing – think an online chess game. Another mode is artificial general intelligence, which is one that can complete any function of a human being .