By Mohamed Latib
Artificial intelligence (AI) delivers many truly amazing capabilities. Vendors are even showing the potential of AI-driven software to personalize customer experience in an organizationally aligned way, making automated adjustments to pricing, messaging, operations, and finance, all optimized for one sale.
If this sounds like science fiction, it is. I am combining a few technologies here, including customer relationship management and integrated enterprise resource planning platforms. These systems feed the current trend toward extreme personalization, also known as personalization to a level of one. But this is within the realm of near-term possibility.
Technology as advanced as this can sound like a panacea to companies that have struggled with cultural adaptiveness. It can sound like these systems can achieve, or will soon be able to achieve, similar outcomes, no matter your human resources.
We need to say such things out loud in order to really consider them. Hence the question driving this post: Will end-to-end, AI-driven software replace the need for human integration and collaboration? Or more practically, will AI bypass the need for human thought? Can we keep our silo mentalities and let AI do the talking for us?
Let’s first simplify this question by remembering some key facts about competition and technology. First, let’s look at chess, one of the oldest competitions in which AI has surpassed human ability. Deep Blue beat Garry Kasparov in 1997, more than 20 years ago. But less than 10 years later, the spotlight was taken back by centaurs: teams combining human and computer players.