Even as the press is filled with stories of artificial intelligence and cognitive technologies, the market isn’t entirely sure what to make of these advances. As with any emerging technology, the question arises of whether it’s all hype or if it’s truly transformative.
At the 2107 Sohn Conference, Social Capital CEO and founder Chamath Palihapitiya declared, “Watson is a joke, just to be completely honest.” Of course, this quote got a lot of play. But another quote from the same interview is actually more revealing about why so many cognitive computing initiatives eventually circle the drain — and why they take so many resources with them.
My last post on cognitive computing was a backgrounder, and it stated the importance of search to any cognitive computing initiative. So, how does cognitive computing powered by search lead to digital transformation? In fact, just what is digital transformation?
When IBM Watson burst on the scene a few years ago by famously winning Jeopardy! people swooned. Here was a machine that seemed to live up to the promise of a science fiction future. IBM purported to show us all an artificial intelligence (AI) that could understand human language, sift through massive amounts of data, and provide answers to questions.
When you think about customer support, you tend to think about cost savings for the company. But how often do you think about customer experience?
For too many companies, a focus on customer experience ends when the customer is won. The reality is, it’s only the beginning. If the experience you deliver your customers is poor, they will leave you. And it’s easier than ever for an unhappy customer to move to the next company.
What exactly is cognitive computing? Well, if you ask 10 academics or scientists, you’re likely to get 10 different answers. Look it up on Wikipedia. You’ll see that in the academic and scientific community, there is no agreed upon definition. It’s just marketing jargon. Ouch.
On the commercial side though, we may not have a precise definition for cognitive computing, but we’re very aware of its potential to help our businesses.