Artificially intelligent, naturally efficient?!

AI — our daily companion

Every day, clever voice assistants read our wishes off our lips, web shops suggest suitable products for us thanks to sophisticated algorithms, maneuver our cars independently into the smallest parking spaces and answer our inquiries on various websites from courteous chatbots answered. The almost indicative series of such examples impressively shows that artificial intelligence (AI) has long since become an integral part of our everyday lives. However, we usually associate the popular buzzword with complex machines or human-like robots and overlook the fact that AI is also in small applications and tools. That means we use a variety of AI-based applications and services without even being aware of it.

This raises the question of what exactly is behind the trending topic of artificial intelligence and what opportunities or risks arise as a result of this. In any case, despite the current hype, the topic is not new. Experts have been discussing AI for more than 60 years. And in the science fiction genre, relevant visions of the future go back even further. However, no significant progress has been made in this area for a long time — primarily due to technical restrictions. In the recent past, however, the computing power of our computers has increased significantly. Not least because of this, a decisive step has been taken in the development of AI and corresponding applications in recent years.

The human brain as a role model

Everyone is talking about artificial intelligence — once again — and the route seems clear: AI will change our everyday lives, our working world and society. But not all contemporaries welcome this development. Diffuse ideas of what AI can and cannot do, or whether it is more of an opportunity or a threat, lead to uncertainties and ethical concerns. First of all, it is necessary to clarify the question of how artificial intelligence is defined in the first place.

To date, there is no generally valid definition. In the broadest sense, AI is the automation of intelligent behavior and machine learning. AI should enable machines to process tasks that require human-like intelligence to solve. The basic idea is therefore to imitate how the human brain works.

Basically, it is possible to distinguish between “strong” and “weak” AI. “Weak” AI is what — as in the examples mentioned above — we often encounter in everyday life in a supportive way. It is limited to a clearly defined area of application, such as the recognition and processing of speech. “Strong” AI, on the other hand, has intellectual abilities that are at least equal to the human brain. Your conclusions should not be limited to one area, but should be transferable to any number of other areas. To date, it has not been possible to develop a “strong” AI based on this understanding.

AI — but how?

The majority of the (“weak”) artificially intelligent systems, assistants and tools that we use every day are based on the principle of machine learning. The aim of this extremely successful branch of AI is to identify relationships and patterns through the intelligent linking or statistical evaluation of data in order to derive conclusions or make forecasts. For this, the learning machine requires a sufficiently large database. In addition, it must be able to process this data by programming special algorithms. Human action is therefore necessary before the machine can develop its artificial intelligence. Machine learning has prevailed particularly in application scenarios in which huge amounts of data are to be statistically evaluated and searched for patterns. For example, AI-based assistants, spam filters, language translations, weather forecasts, autonomous driving systems, medical diagnostics and investment advice work according to this principle.

So-called deep learning is in turn a sub-area or a further development of machine learning and could become the basis of “strong” AI in the future. It is based on artificial neural networks whose structure and function are based on the neurons of the human brain. Thanks to a large information base and the structure of neural networks, a system based on deep learning should be able to link learned content with new content independently and in the long term across departments. In this way, new learning processes would be constantly initiated. The aim is for the machine not simply to learn, but to learn to learn. The more meaningful data such systems process, the more reliable they become. Ideally, the “learning effect” therefore leads to continuous self-optimization.

Are machines becoming a threat?

Traditional machine learning requires human intervention to classify conclusions as “right” or “wrong” and make appropriate adjustments. Deep learning algorithms, on the other hand, should take over this work step themselves without further ado. In contrast to traditional machine learning, it is difficult to understand how deep learning systems achieve their results. Their higher precision in pattern recognition is therefore at the expense of methodological transparency. There is a risk that deep learning systems will draw the wrong conclusions without identifying or fixing their own mistakes.

At least since the Hollywood classic “Terminator” (1984) showed in apocalyptic images what could happen if machines were given too much power, many contemporaries are likely to approach the topic of AI with a certain skepticism. In the film, the machines of a technology company become independent and have nothing less in mind than to take over the world. In reality, however, such a threat scenario seems hardly conceivable. Although machines should be able to perform tasks through AI that require human-like intelligence, this does not mean that they develop their own consciousness. It is also disputed whether machines will ever be able to develop something such as intuition or spontaneous creativity. A decisive limit would therefore remain.

How can AI be used sensibly?

Based on the examples mentioned above, a few practical fields of application for artificial intelligence have already been outlined. The spread of AI-based applications has an impact on numerous areas of life. While private users are probably particularly pleased with gadgets that make everyday life easier for them, doctors can make more reliable diagnoses with the help of AI and politicians receive comprehensive analyses of complex relationships in the blink of an eye. Comprehensive statistics and volumes of data can be evaluated in a very short time. For example, AI could be used for more precise forecasts of economic indicators, such as gross domestic product, unemployment figures, or inflation rates. In addition, intelligent algorithms use microtargeting to enable targeted communication with specific groups of voters.

Companies can also benefit from the targeted use of AI. Although AI-based technologies have only been used sporadically in industry so far, according to recent studies, they are expected to become massively important in the coming years. Customer dialogue is already showing the benefits of implementing AI for companies. For example, by intelligently routing processes in Contact Center ensures a fair distribution of the workload. Or through chatbots, which currently represent one of the largest areas of application of AI in companies and — as well as language portals — result in a significant improvement in the range of services offered with manageable investments. However, it should be noted that processes are well thought out and customers are not frightened by immature applications. It is therefore advisable to implement AI solutions in collaboration with experienced experts, such as a specialized service provider.

The concern that humans will be replaced by a bot as part of automating the customer dialogue can be quickly dispelled. In customer dialogue, the technology aims to provide employees in the service sector with the best possible support. By taking on time-consuming routine work, for example, bots can focus on value-adding work. This is how she unfolds artificial intelligence In customer service, their full effect is only achieved through the combination of cutting-edge technology and human skills. Instead of opposing each other, the path to the future is through the cooperation of man and machine.