AI - A new perspective | Sarah Gratton | Engati CX

Dr Sarah-Jayne Gratton is a leading technology evangelist, specializing in emerging technologies and covering trends in artificial intelligence, machine learning, IoT, agritech, digital transformation, and mixed reality.

As a digital strategist and technology influencer, she has worked with brands across the world to build both their professional and social capital.

She has worked on influencer campaigns for Oracle, Siemens, Ericsson, Vodafone, and IBM and has even covered Wimbledon and the Tour de France from an underlying technology perspective. She has been listed as one of the top five 5G influencers on Twitter.

AI - A new perspective - A conversation with Sarah Gratton

AI - A new perspective

The following section will contain a summary of our interview with Sarah. But if you’d like to listen to the whole interview, our Spotify podcast is embedded below the summary.

Do you think the use of AI is still at its nascent stage and its usage will increase during and after this COVID crisis when every business will be forced into a digital transformation?

There are a few strings of thoughts when it comes to AI, according to Sarah. We have to remember that AI is not conscious intelligence. It’s a learnt form of machine intelligence.

The actual notion of AI as the public understands actually dates back to the 1920’s, when we had films like Metropolis showing robots. There was a great wave of fear in those days that technology was going to take away people’s livelihoods. There was also a huge change that occurred when people went to catch the train. Ticketing became an automated process, and doors started to open by itself because of robotic automation.

Today, we’re seeing another shift in how AI is transforming industry and business which has been amplified by COVID-19 across the world. It’s causing a shift in the way we think about work and connectivity on a personal level.

We have always had a relationship with technology. It’s an invisible part of our lives everyday because it’s everywhere. We don’t even think about it.

Now more than ever, there’s a digital shift in how people think. We find ourselves asking “How do we cope in the future with our economy?” So in situations like this, there has never been a more important time for technology to make its mark and to help us.

How will AI and Machine Learning help businesses capitalize on the opportunities that 5G technology will present to them?

The 5G promise has been talked about for a long time now. Lots of network operators are eager to make it work for them but there’s a lot to learn. It’s not something operators can do by themselves.

To really get the Return on Investment, there has to be collaboration. There has to be a 50-50 partnership to give operators the confidence to invest in 5G and to move forward and make the transition as seamless as possible.

A lot of organizations are eager to do it but they’re unsure of how to go about it. They need someone to clarify what’s needed and to hold their hand sometimes. Someone who can help them figure out what’s cost effective for them. Once that collaboration happens, it’ll open the door to so many opportunities.

It will happen, it’s happening slowly but it will happen.

Cognitive intelligent chatbots and automation will change the customer service scenario. Would you agree with that?

There definitely is a future to cognitive intelligence and automation. There’s some work to be done to make sure the technology is spot on in terms of interactions. But when it’s done right, it’s a great experience. It’s great for companies because of how cost-effective it is.

Additionally, it serves a valuable purpose especially when workforces are under pressure and when there are challenges in sectors such as HR. Especially now with remote workers during the COVID-19 crisis. Employees just want information and a tool that can help them in a virtual way. They need something that gives them reassurance- that tells them that they’re doing a great job or to provide advice.

All in all, it’s a great thing. There are a lot of positives. And it provides a great first point of contact. It’s a really useful tool.

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AI - A new perspective- A Spotify Podcast with Sarah Gratton

Engati CX

We hope this helps you understand a new perspective of AI. Engati CX will be back with a new expert in a new episode soon. Stay tuned.

Find Sarah Gratton

Reach out to Sarah on LinkedIn, Twitter and on her personal website to gain even more knowledge about AI and the future of 5G.

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