Going forward in exponential AI 🚀, I believe companies will have a binary strategic choice. Let me explain:
A new AI frontier is emerging — AI agents 🤖. As the fourth wave in the AI revolution, AI agents represent a significant leap in autonomy, capable of independently performing tasks and adapting to various environments. This shift from just assisting us to autonomously acting on our behalf is set to transform industries and everyday life.
For instance, a travel bot acting as a chatbot (like ChatGPT) might help a user find information about destinations, but an AI travel agent would go further, booking flights and hotels based on the user’s preferences ✈️🏨.
In customer support, AI agents are already making an impact. Klarna, a financial services company, uses AI-powered customer service assistants, which are reported to be handling tasks previously managed by 700 full-time employees.
This shift might allow us to dedicate time to areas where human interaction and empathy are still essential. However, only if we believe that the human added value will be appreciated and monetizable.
So therefore there are two options:
Option 1: 𝐅𝐮𝐥𝐥𝐲 𝐀𝐮𝐭𝐨𝐧𝐨𝐦𝐨𝐮𝐬 𝐎𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐬 🤖 These companies will think AI first and embrace AI-driven automation across all possible functions, with systems operating independently to make real-time decisions and drive growth without or with as little as possible human intervention. Even the management and CEO might be fully AI driven. Sounds dystopian, but purely from a scaling perspective, this is a plausible path to explore.
Option 2: 𝐇𝐮𝐦𝐚𝐧-𝐢𝐧-𝐭𝐡𝐞-𝐋𝐨𝐨𝐩 𝐎𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐬 🤝 These companies will prioritize collaboration between humans and AI, ensuring that ‘human shepherding’ will guide the technology. Here, AI augments human abilities, maybe automates back-end processes, and will provide data-driven recommendations that humans validate and act upon. The belief is that the customer, patient, or citizen will value the human (and prefer it over a machine) in the setup.
Both options can work, and each approach has its strengths, but the path chosen will shape not only operations but also culture, customer experience, and innovation potential.
The choice organizations make will depend on different factors:
- What is fitting our DNA as an organization? 🧬
- What will our segment of customers prefer and be willing to pay for? 💰
- How do we want to contribute to society? 🌍 (one is not per definition better than the other)
Starting from scratch vs. transforming an existing business will also define the choice, obviously. One thing is for sure, we should not be naive. One option might sound more ‘likable,’ but we also need to force ourselves to think about the most ‘likely’ scenario.
What do you think? Share your thoughts! 🤔
🎤 If you’re looking for a speaker on #AI at your organisation or event, don’t hesitate to contact me via www.dadovanpeteghem.com 👍
Comments