The 7 Myths of AI - By Robin Bordoli

For example, a new customer support ticket with email threads between a customer and a CSR arrive and the machine learning model would predict a categorization and tell you how confident it was about that particular prediction. The media coverage seems to imply that AI is only the domain of the technology elite – companies such as Amazon Apple, Facebook, Google, IBM, Microsoft, Salesforce, Tesla, Uber – who can afford to assemble large teams of machine learning experts and invest $100M. But if a business did this without thinking about how it would also get high quality, high volume customized training data from which the machine learning model could learn you would have a mismatch between expectations ("we have a great algorithm") to outcome ("our model is only 60% accurate"). So over time the model can handle an increasing percentage of the customer support ticket classification work and the business can greatly increase the volume of tickets it classifies.