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Intelligence
How to Identify and Implement Applications for AI in Your Organization
Andrew Burgess
Palgrave Macmillan © 2017
181 pages
[@] getab.li/34606
Book:
Rating Take-Aways
8
9 Applicability • Artificial intelligence (AI) offers many practical applications for business.
• The heart of AI is “machine learning”: A machine does the conceptual work humans
Leadership & Management used to do.
Strategy
Sales & Marketing
• AI can’t do everything. Pair it with humans and with other technologies.
Finance • Apply AI to improve customer service and to speed up backroom processing.
Human Resources
IT, Production & Logistics • Organizations implementing AI should review their needs and develop an AI strategy
that aligns with their larger goals and focus.
Career & Self-Development
Small Business • Firms attempting to implement AI may encounter several challenges, including poor
Economics & Politics data and excess hype.
Industries
• Several aspects of AI are improving rapidly, but optimization carries the greatest
Global Business possibilities for the future.
Concepts & Trends
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This document is restricted to the personal use of Leslie Dhanaraj (leslie.dhanaraj@sap.com) 1 of 5
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Relevance
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What You Will Learn
In this summary, you will learn:r1) What artificial intelligence (AI) is and can become; and 2) How AI can benefit
businesses.
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Recommendation
This overview of artificial intelligence (AI) by disruptive technology expert Andrew Burgess demystifies
AI and explains a lot of its specialized vocabulary. Aptly named an “executive guide,” it is exceptionally
clear and will be useful to anyone who wants a handle on AI. The introduction addresses business issues
and the book’s framework offers a useful bridge to the more dense, more technical tomes on the market.
Most businesspeople can learn all they need from Burgess, though his style can be somewhat intrusive. He
loves abbreviations and some of the interviews seem like filler – but he delivers clear explanations of things that
need explaining. getAbstract recommends Burgess’s breakdown of the past, present and likely future of AI to anyone
interested in how technology is changing business as well as to investors, executives, entrepreneurs and students.
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Summary
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A Real Look at Artificial Intelligence
Artificial intelligence (AI) applies computer systems to tasks that once required human
intelligence. A long-standing debate within the AI community asks if AI should augment the
human mind or replace the work it does. Either way, AI and automation will fundamentally
reshape the workforce.
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“Artificial intelligence
is being used in AI can develop its abilities through supervised or unsupervised learning. In supervised
businesses today to learning, which is more common, people train AI systems using data and guide the system
augment, improve and
change the way that through making distinctions – like between pictures that show dogs and pictures that
they work.” don’t. In unsupervised learning, systems start with data that mean nothing to them and
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identify patterns on their own.
AI isn’t a hypothetical development that might appear sometime in the future. Businesses
utilize AI today, and it transforms how they work. Many consumers experience AI today in
the form of virtual helpers like Siri or Alexis.
An “AI Framework”
AI has eight core capabilities. In this framework, four capabilities focus on capturing
information and four focus on figuring out “what is happening.” The capabilities in the
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“The biggest barrier
first set are: “speech and recognition, image recognition, search” and “clustering.” Image
to AI achieving recognition involves tagging images and making distinctions among them. When machines
escape velocity…is capture information, they convert unstructured data (big data) to structured data. This
the overinflation of
expectations.” requires speedy processors and a lot of training. Certain capabilities make AI immediately
getabstract useful. For example, speech recognition lets people give machines direct commands.
Associated Technologies
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Practitioners can use AI alone or with other technologies. Cloud computing uses
“The reason machine multiple remote servers linked via network. These servers store data. Cloud computing
learning is called
machine learning is,
gives AI access to large, public data sets. Analysts then use cloud computing
rather obviously, that to process the data. Technicians use AI with robotic process automation (RPA),
it is the machine, or which employs technology to replace a series of human actions. RPA performs transactional
computer, that does the
learning.” work much more cheaply than people can, especially repetitive processes – like reading
getabstract similar documents – and rules-based processes – like answering IT service requests.
Robotics uses AI. Autonomous vehicles depend on AI to sort the information their sensors
gather. Some firms use service robots to greet people. AI also comes into play in the Internet
AI’s primary challenge is dealing with poor data. With AI, accuracy isn’t as important
as in traditional computing. “Data fidelity” matters more. Biased or inappropriate data can
disrupt AI performance. Users can improve data by crowdsourcing or “cleansing” it to
getabstract remove inaccuracies. AI also must cope with its own “bias and naïveté.” AI systems don’t
“Creating your first AI understand social norms and may learn incorrect or inappropriate behavior. They need
build, however small, is
a key milestone for any training via human intervention so they don’t find correlations that lack meaning.
AI program.”
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Choosing the “wrong technology” is also a risk. However, AI uses specialized applications
that do just one thing and do it well. If a business assembles an AI system out of
multiple components, it should be able to replace any single component to improve overall
system function. As businesses adopt AI, they could become overly dependent on it. This
overdependence can be practical (can users tell if answers are correct?) or philosophical
(will humans forget how to think if the machines think for them?). There’s also a risk
of “malicious acts.” For example, if a bank implements voice recognition as part of its
security system for account holders, an AI system could mimic those voices to gain access
to the accounts. Some users have directed AI to “socially engineer people’s behaviors.” For
getabstract example, bots can post messages on social media to redirect political conversations.
“Sometimes AI simply
isn’t up to the job.
Sometimes you will AI’s Future
need to pull humans Image recognition will continue to improve – with better image tagging and facial
into the loop to help
complete the process.”
recognition. The use of voice recognition use will expand more into business-to-
getabstract business interactions. Improvements in microphone technology and algorithms for speech
recognition will make real-time voice transcription more accurate and efficient. Search
software will improve. NLU will gain capability, especially in real time. The lack of
“properly labeled, high-quality data sets” will continue to be a constraint. As proper
data become more available and AI improves – through reinforcement learning – at using
unlabeled data, optimization will continue to develop.
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About the Author
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Management consultant, author and speaker Andrew Burgess is an expert on disruptive technology. The Global
Sourcing Association chose him as the 2017 Automation Champion of the World. A former CTO, he advises
companies on AI and co-authored of The Rise of Legal Services Outsourcing.