By Wayne Toms, CEO of Ghostdraft
Every day, people are talking about artificial intelligence (AI) and whether we can trust it. Some of the talk is just fear-mongering and speculation, but there are some real concerns.
But trust me, businesses and consumers have plenty of reasons to believe in AI’s ability to add significant value to their processes and lives. Let me tell you, customer communication management (CCM) with AI has changed the game completely. It’s giving businesses the ability to create personalized, accurate, and compliant customer communication at scale.
Now, there’s been a lot of noise about Sam Altman and OpenAI, with rumors about major AI breakthroughs and concerns about whether AI is getting too advanced, too fast. Some people think we’re getting closer to an advanced form of AI known as artificial general intelligence (AGI).
But the truth is, we don’t really know what’s going on with AGI. And even if AI starts to think like humans, there’s a big difference in how it processes information. AI doesn’t understand the meaning of concepts the same way people do. It tokenizes words into numbers from the get-go, so it doesn’t give words the same meaning humans do.
So what does this all mean for businesses trying to use AI to improve their processes and customer service? Well, Microsoft’s CTO, Kevin Scott, said the AI tools they’re using aren’t anywhere close to replacing human workers. They’re helpful, but they still have a long way to go.
Companies need to be careful about how they introduce AI. It needs to be done in a thoughtful way that considers the benefits and potential risks. Regulation will play a big part in this, and it looks like the EU is leading the charge on that front.
Speaking of regulation, EU lawmakers are working on a regulatory framework for AI that will require transparency from providers and maintain a list of AI models deemed to pose a systemic risk.
At GhostDraft, we’re using AI to quickly and accurately create documents that capture agreements with customers. Customer communication is absolutely crucial nowadays, and AI is helping us take it to the next level. It’s making communication more personalized, compliant, well-designed, and dynamic.
But even with all these benefits, AI has its limitations. It doesn’t understand context or nuance the way humans do, and there’s a risk of AI hallucinations—where it sees patterns in data that aren’t really there.
So, as businesses, we need to be thoughtful about how we use AI and give users control over their interactions with it. Transparency and clear communication about AI use are essential, and businesses need to be responsible in how they build and train AI models.
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