Last week I had to change the date for an upcoming flight, so I called the airline. The digital assistant asked me; “Please say your confirmation code.” My confirmation code included the letter ‘S’. I had to repeat the code several times before I finally gave up. The machine just couldn’t figure out if I was saying H or F or S. I became frustrated and asked for a “representative” and then louder, “Representative” and even louder, “REPRESENTATIVE!!!!” I did this until I finally reached a real live person. I realized that I take for granted the number of times the machine understands me, so got frustrated when it didn’t.
I have started to expect more from Artificial Intelligence. I know that Artificial Intelligence can drive a car, suggest the next purchase, or vacuum my living room when I am not at home. I also know that it gradually does things better than humans. AI is more than a super-smart calculator. Just like human beings, Artificial Intelligence builds conceptual models of its environment to enable it to understand the world.
This got me thinking; how is our experience with Artificial Intelligence changing our expectations of it, not just in our personal lives, but also the responsibilities we have at work?
I asked my colleague, a User Experience expert and part of the CLAIRETM engine development team, Tim Alex, to help me to understand human expectations from Artificial Intelligence. Alex explains that there are three types of growing expectations from Artificial Intelligence experience:
- Know who I am
- Predict what I want
- Don’t make mistakes
… not much, huh?
Know Who I Am
When we log into our Amazon account, we expect to be remembered. Not just our purchase history, but also our browsing history, our interests, our general purchasing habits, what we like, what we didn’t like and more. Amazon knows who we are, and even what we feel at times. This is the emergence of the “Emotional Enterprise.” Companies understand the reciprocity between human emotions and human actions. The sum of human actions can indicate an emotional state and an emotional state can drive human actions. Coca-Cola, for example, is planning an Artificial Intelligence component that will reside in its vending machines, allowing the machine to adapt to a specific user or environment. This could mean lively and excitable experiences in shopping malls, and more somber, functional behavior in a hospital II.
Informatica’s data-centric security product, Secure@Source, uses CLAIRE for behavioral analytics to protect the movement of sensitive data inside the enterprise. CLAIRE uses UBA (User Behavior Analytics) to detect suspicious or unauthorized data access by continuously correlating, base-lining, analyzing and alerting on high risk conditions and potential anomalous behaviors that might threaten sensitive data.
Predict What I Want
We are accustomed to the excellent recommendations provided by Artificial Intelligence. I, especially enjoy the Netflix comedy movie recommendations and Amazon’s books. Sometimes we allow Artificial Intelligence to decide for us. Waze, for example, automatically chooses the best route home for us. This is the emergence of what user experience experts have named “the Emulated Colleague.” Siri, Cortana, and Alexa are all examples of natural virtual assistants at home. People are getting used to their presence and help, and would expect the same level of personal experience when they go to work.
CLAIRE is designed to be the Emulated Colleague for Data Management. Take for example on-boarding new types of data from IoT devices. Enterprises can deploy the CLAIRE Intelligent Discovery module to automatically detect file structures, extract meaningful information from the files and auto-generate a re-usable model-parser to be used on other similar data sets.
Don’t Make Mistakes
“Your frustration with the airline bot is to be expected.” Alex says to me, “We want the machine to understand us, but we don’t necessarily understand it. People, even Artificial Intelligence enthusiasts like you, sometimes act antagonistically towards it when their expectations are not met”
Hmmmm. Something to think about…
- Abraham Carmeli, (2003) “The relationship between emotional intelligence and work attitudes, behavior and outcomes: An examination among senior managers”, Journal of Managerial Psychology, Vol. 18 Issue: 8, pp.788-813
- Bernard Marr, (2017) “The Amazing Ways Coca Cola Uses Artificial Intelligence And Big Data To Drive Success” Forbes
Source: Informatica Perspectives