All we have is time, the fourth dimension. Not nearly enough of it on any given day. So I try to spend it wisely (some of it earning dollars, which, in turn, I don’t seem to spend quite as wisely, which makes more cents than sense). This past week, that expenditure of time included participating in marathon sessions on generative artificial intelligence (AI) at the new Digital Data Design (D^3) Institute at Harvard’s inaugural Leading with AI conference in Boston. Also known as D cubed, the importance of democratizing AI is a focus of the institute which engages in leading edge research with incredible industry leaders.
The organizers started the day in our old-fashioned human ways, in person and on stage at the prestigious Klarman Hall. They informed us about the day ahead, but were quickly overtaken by their own on screen lifelike avatars. Even less video and audio sampling of the real person is needed (seconds) to generate a lifelike (or otherwise) avatar to take over. No longer does “caught on tape” mean as much.
The sessions were followed by the inaugural Cubies that evening (think Oscars or Emmy's, but for Generative AI creators, including Emmy award-winning Derek Ali from Enginears, AI is anyone’s game now). Gil Perry, CEO and Founder of D-ID, was a Cubie recipient. His company’s advances in NUI (natural user interface) are incredible. Instead of the “old” chatbot greeting you during your online use of a website, the business owner’s own lifelike avatar can greet and guide you. Or your avatar, could fill in when you get a video call but have not had time to do your hair, or maybe keep your eyes open if it is online classes. And, they never have to grow old or die (currently they are actually getting better with age as the technology develops).
Generative AI technology can revolutionize customer service, for instance. For the customer, no more endless telephone service pit requiring wasting your time listening to all your options, never getting one that seems relevant, and then hoping that dialling 0 (as if anything has a “dial” anymore) will get you a person and not just to the start of the queue again. Now, when you need an answer for your passport or CRA question, perhaps the Prime Minister themselves (why does spellcheck keep wanting to autocorrect my attempt to spell “Minister” to “Monster”?) will appear as an Avatar on screen to gently guide you to your answer, and cut out all those layers of non-responsive administration paid for by your taxes. Maybe their avatar can deal with yours.
Currently, customer service seems to be a main area of focus for many businesses. In my mind, for many businesses, that is where the people should stay until this technology gets much better. As I hate the automated twilight zone of chatbots and call line queues, we are focused behind the scenes on automating and applying AI to the “busy work” of ordering evidence or creating reports. I want humans in the loop, but completing the fulfilling part of the work and doing what we do best, dealing with other humans.
Don’t miss out on Central Alberta’s second annual leading edge technology conference at Westerner Park on May 15 and 16 – Smart MTX – where academia (including RDP) and industry gather at Western Canada’s premier platform to “explore ideas and opportunities that fuel smart manufacturing adoption and innovation”. AI is here to say, keep up if you also want your business to stick around.
Donna Purcell, K.C., (aka Lady Justice) is a Central Alberta lawyer and Chief Innovation Officer with Donna Purcell QC Law. If you have legal questions, contact dpurcell@dpqclaw.com.