Ntaus Phau Ntawv: Vim li cas peb yuav tsum kho cov neeg hlau ntawm tag kis zoo li cov cuab yeej

Tsis txhob swayed los ntawm dulcet dial-tones ntawm tag kis's AIs thiab lawv cov nkauj siren ntawm singularity. Txawm hais tias kev txawj ntse zoo npaum li cas thiab Androids tuaj yeem los saib thiab ua zoo li tib neeg, lawv yuav tsis muaj tseeb be tib neeg, sib cav Paul Leonardi, Duca Tsev Neeg Xib Fwb ntawm Kev Tswj Xyuas Tshuab ntawm University of California Santa Barbara, thiab Tsedal Neeley, Naylor Fitzhugh xibfwb ntawm Kev Tswj Lag Luam ntawm Harvard Business School, hauv lawv phau ntawv tshiab Lub Tswv Yim Digital: Dab tsi Nws Yuav Tsum Tau Ua Kom Zoo Nyob Hauv Hnub Nyoog Cov Ntaub Ntawv, Algorithms, thiab AI - thiab yog li ntawd yuav tsum tsis txhob raug kho zoo li tib neeg. Cov khub sib cav nyob rau hauv nqe lus hauv qab no tias ua li ntawd, qhov no cuam tshuam kev cuam tshuam nrog kev siv thev naus laus zis thiab cuam tshuam nws txoj kev loj hlob ntxiv.

Luam tawm los ntawm kev tso cai ntawm Harvard Kev Tshawb Fawb Kev Lag Luam Xov Xwm. Tshaj tawm los ntawm LUB SIJ HAWM DIGITAL: Yuav Ua Li Cas Thiaj Ua Tau Zoo Hauv Hnub Nyoog Ntawm Cov Ntaub Ntawv, Algorithms, thiab AI los ntawm Paul Leonardi thiab Tsedal Neeley. Copyright 2022 Harvard Business School Publishing Corporation. Txhua txoj cai.

Kho AI zoo li lub tshuab, txawm tias nws zoo li ua zoo li tib neeg

Peb tau accustomed to interacting a computer in a visual way: nyees khawm, dropdown lists, sliders, thiab lwm yam nta tso cai rau peb muab lub computer commands. Txawm li cas los xij, kev nce qib hauv AI tau hloov peb cov kev sib cuam tshuam nrog cov cuab yeej digital mus rau ntau qhov kev xav thiab kev sib cuam tshuam ntawm tib neeg. Dab tsi yog hu ua kev sib tham sib tham (UI) ua rau tib neeg muaj peev xwm ua tau nrog cov cuab yeej digital los ntawm kev sau ntawv lossis hais lus uas yog ntau txoj hauv kev uas peb cuam tshuam nrog lwm tus neeg, xws li Burt Swanson "kev sib tham" nrog Amy tus pab. Thaum koj hais, "Hav Siri," "nyob zoo Alexa," thiab "OK Google," uas yog kev sib tham UI. Kev loj hlob ntawm cov cuab yeej tswj los ntawm kev sib tham UIs yog staggering. Txhua zaus koj hu rau tus lej 800 thiab raug nug kom sau koj lub npe, teb "Yog," lossis hais plaub tus lej kawg ntawm koj tus lej social security koj cuam tshuam nrog AI uas siv kev sib tham UI. Kev sib tham bots tau dhau los ua ib feem vim tias lawv ua rau kev lag luam zoo, thiab ib feem vim tias lawv tso cai rau peb nkag mus rau cov kev pabcuam tau zoo thiab yooj yim dua.

Piv txwv li, yog tias koj tau booked tsheb ciav hlau mus los ntawm Amtrak, tej zaum koj twb tau cuam tshuam nrog AI chatbot. Nws lub npe yog Julie, thiab nws teb ntau dua 5 lab cov lus nug txhua xyoo los ntawm ntau dua 30 lab tus neeg caij tsheb. Koj tuaj yeem book rail mus ncig nrog Julie tsuas yog hais tias koj yuav mus qhov twg thiab thaum twg. Julie tuaj yeem sau cov ntawv ua ntej ntawm Amtrak lub sijhawm teem sijhawm thiab muab kev taw qhia los ntawm cov txheej txheem booking. Amtrak tau pom 800 feem pua ​​​​rov qab los ntawm lawv cov peev hauv Julie. Amtrak txuag ntau dua $ 1 lab hauv cov nqi pabcuam cov neeg siv khoom txhua xyoo los ntawm kev siv Julie mus rau qib qis, cov lus nug uas xav tau. Bookings tau nce los ntawm 25 feem pua, thiab booking ua tiav los ntawm Julie tsim 30 feem pua ​​​​cov nyiaj tau los ntau tshaj li booking ua los ntawm lub website, vim Julie yog zoo ntawm upselling cov neeg muas zaub!

Ib qho laj thawj rau Julie txoj kev vam meej yog Amtrak qhia meej rau cov neeg siv tias Julie yog tus neeg sawv cev AI, thiab lawv qhia koj tias vim li cas lawv tau txiav txim siab siv AI es tsis txuas koj ncaj qha nrog tib neeg. Qhov ntawd txhais tau hais tias tib neeg taw qhia rau nws ua lub tshuab, tsis yuam kev raws li tib neeg. Lawv tsis xav ntau dhau los ntawm nws, thiab lawv nyiam nug cov lus nug hauv txoj hauv kev uas yuav pab tau cov lus teb. Amtrak qhov kev txiav txim siab tuaj yeem ua suab tsis zoo, txij li ntau lub tuam txhab sim ua kom dhau lawv cov chatbots raws li cov neeg tiag tiag thiab nws yuav zoo li kev cuam tshuam nrog lub tshuab zoo li nws yog tib neeg yuav tsum tau ua kom tau qhov zoo tshaj plaws. Lub tswv yim digital xav tau a shift nyob rau hauv li cas peb xav txog peb txoj kev sib raug zoo rau cov tshuab. Txawm hais tias lawv dhau los ua neeg, peb yuav tsum xav txog lawv li tshuab - xav tau cov lus qhia meej thiab tsom mus rau cov haujlwm nqaim.

x.ai, lub tuam txhab uas tsim lub rooj sib tham teem sijhawm Amy, tso cai rau koj teem sijhawm lub rooj sib tham tom haujlwm, lossis caw ib tus phooj ywg rau koj cov menyuam ntaus pob ntaus pob los ntawm email rau Amy (lossis nws tus khub, Andrew) nrog koj qhov kev thov zoo li lawv yog nyob tus pab tus kheej. Txawm li cas los xij Dennis Mortensen, lub tuam txhab CEO, pom tias ntau dua 90 feem pua ​​​​ntawm cov lus nug uas lub tuam txhab pab pawg tau txais yog cuam tshuam nrog qhov tseeb tias tib neeg tab tom sim siv cov lus ntuj nrog cov bots thiab tawm tsam kom tau txais txiaj ntsig zoo.

Tej zaum yog vim li cas thiaj li teem sijhawm lub rooj sib tham yooj yim nrog tus neeg paub tshiab tau ua rau muaj kev ntxhov siab rau xibfwb Swanson, uas tau sim siv cov lus sib tham thiab cov rooj sib tham los ntawm kev sib tham tsis raug cai. Ntxiv nrog rau txoj kev nws tham, nws tau ua ntau qhov kev xav zoo kawg nkaus txog nws kev cuam tshuam nrog Amy. Nws xav tias Amy tuaj yeem nkag siab nws lub sijhawm teem sijhawm thiab tias "nws" yuav tuaj yeem paub qhov nws nyiam los ntawm cov ntsiab lus ntawm kev sib tham. Swanson tsis raug cai thiab tsis raug cai - tus bot tsis tau txais qhov ntawd. Nws tsis nkag siab tias thaum thov rau lwm tus neeg lub sijhawm, tshwj xeeb tshaj yog tias lawv ua rau koj txaus siab, nws tsis zoo rau kev nquag lossis dheev hloov lub rooj sib tham logistics. Nws hloov tawm tias nws nyuaj dua li peb xav kom cuam tshuam nrog cov neeg hlau ntse.

Cov kws tshawb fawb tau lees paub lub tswv yim tias kev kho cov tshuab zoo li tshuab ua haujlwm zoo dua li sim ua tib neeg nrog lawv. Stanford xibfwb Clifford Nass thiab Harvard Business School xibfwb Youngme Moon tau ua ntau txoj kev tshawb fawb uas tib neeg cuam tshuam nrog anthropomorphic computer interfaces. (Anthropomorphism, lossis muab tib neeg tus cwj pwm rau cov khoom tsis muaj tsiaj, yog qhov teeb meem loj hauv kev tshawb fawb AI.) Lawv pom tias tib neeg nyiam siv tib neeg cov kev sib raug zoo, siv poj niam txiv neej stereotypes rau computers thiab haiv neeg nrog cov neeg sawv cev hauv computer. Lawv qhov kev tshawb pom kuj tau qhia tias tib neeg pom kev coj tus cwj pwm tsis zoo xws li kev coj zoo thiab kev sib raug zoo rau hauv computer. Qhov tseem ceeb, tib neeg nyiam koom nrog cov cwj pwm no - kho cov neeg hlau thiab lwm cov neeg ua haujlwm txawj ntse zoo li lawv yog tib neeg - txawm tias lawv paub tias lawv cuam tshuam nrog cov khoos phis tawj, tsis yog tib neeg. Nws zoo nkaus li tias peb lub zog sib koom ua ke nrog kev sib raug zoo nrog tib neeg feem ntau nkag mus rau hauv peb qhov kev cuam tshuam nrog cov tshuab.

Qhov teeb meem ntawm kev ua yuam kev hauv khoos phis tawj rau tib neeg yog sib xyaw ua ke thaum cuam tshuam nrog cov neeg ua haujlwm dag ntawm kev sib tham UIs. Ua piv txwv ib txoj kev tshawb fawb peb tau ua nrog ob lub tuam txhab uas siv AI pab uas muab cov lus teb rau cov lus nug ua lag luam niaj hnub. Ib tug siv anthropomorphized AI uas zoo li tib neeg. Lwm tus tsis yog.

Cov neeg ua haujlwm ntawm lub tuam txhab uas siv tus neeg sawv cev anthropomorphic niaj hnub tau npau taws ntawm tus neeg sawv cev thaum tus neeg sawv cev tsis rov qab cov lus teb muaj txiaj ntsig. Lawv ib txwm hais tej yam xws li, "Nws nqus!" los yog "Kuv xav kom nws ua tau zoo dua" thaum hais txog cov txiaj ntsig tau muab los ntawm lub tshuab. Qhov tseem ceeb tshaj plaws, lawv cov tswv yim los txhim kho kev sib raug zoo nrog lub tshuab mirrored cov tswv yim uas lawv yuav siv nrog lwm tus neeg hauv chaw ua haujlwm. Lawv yuav nug lawv cov lus nug kom zoo dua, lawv yuav rov hais dua rau hauv cov lus sib txawv, lossis lawv yuav sim siv sijhawm lawv cov lus nug rau thaum lawv xav tias tus neeg sawv cev yuav yog, ntawm ib tus neeg cov ntsiab lus, "tsis yog tibneeg hu tauj coob." Tsis muaj ib qho ntawm cov tswv yim no tau ua tiav tshwj xeeb.

Hauv qhov sib piv, cov neeg ua haujlwm ntawm lwm lub tuam txhab tau tshaj tawm kev txaus siab ntau dua rau lawv cov kev paub dhau los. Lawv tau ntaus hauv cov lus tshawb fawb zoo li nws yog lub khoos phis tawj thiab sau cov khoom kom ntxaws kom paub tseeb tias AI, uas tsis tuaj yeem "nyeem ntawm kab" thiab khaws cov nuance, yuav ua raws li lawv nyiam. Cov pab pawg thib ob niaj hnub hais txog qhov lawv xav tsis thoob thaum lawv cov lus nug raug xa rov qab nrog cov ntaub ntawv tseem ceeb lossis tseem ceeb thiab lawv tau hais txog cov teeb meem uas tshwm sim rau cov kab mob uas muaj lub computer.

Txog rau yav tom ntej, cov ntaub ntawv yog qhov tseeb: kho cov thev naus laus zis - txawm li cas los xij tib neeg zoo li lossis ntse lawv tshwm sim - zoo li cov thev naus laus zis yog qhov tseem ceeb rau kev vam meej thaum cuam tshuam nrog cov tshuab. Ib feem loj ntawm qhov teeb meem yog lawv teeb tsa cov kev cia siab rau cov neeg siv uas lawv yuav teb raws li tib neeg txoj kev, thiab lawv ua rau peb xav tias lawv tuaj yeem xav txog peb qhov kev xav, thaum lawv ua tsis tau. Kev sib cuam tshuam zoo nrog kev sib tham UI yuav tsum muaj lub tswv yim digital uas nkag siab tias peb tseem muaj qee txoj hauv kev kom tsis txhob muaj kev cuam tshuam zoo li tib neeg nrog kev siv thev naus laus zis. Kev lees paub tias tus neeg sawv cev AI tsis tuaj yeem lees paub qhov tseeb ntawm koj qhov kev xav tau txhais tau tias nws yog qhov tseem ceeb uas yuav tsum tau sau txhua kauj ruam ntawm cov txheej txheem thiab paub meej txog yam koj xav ua kom tiav.