By Neelesh Kripalani, Chief Technology Officer, Clover Infotech
Imagine a situation wherein an artificial intelligence system (a BOT) does not understand ‘context’. Human supervision or assistance becomes critical at such points to enable the BOT to get through and ensure that the end-user receives a satisfactory response.
This is where hybrid intelligence comes in. Hybrid intelligence combines the power of human intelligence and artificial intelligence (AI) to create outcomes that ensure a response with accurate understanding of the context.
While the computer can be trained to understand predictable queries or patterns and responses can be accurately programmed, it may be difficult for the machines (devoid of emotion) to understand context and modulate responses according to situation. It is also a factor of experience, which means the number of times the AI-powered system may
have gone through such instances and learnt from it.
A relatively new AI-enabled system too will take time to learn the nuances of context and become smart enough to give a response with apt understanding of context.
The third aspect here is scale. With the world going the digital way and technology becoming an integral part of each process and system, every AI-enabled system will be at a different stage of evolution.
Hence, most of the processes that an enterprise runs to make life better for its customers and its employees will run on hybrid intelligence. It combines the power of machine/ artificial intelligence (the ability to go about a job tirelessly and meticulously) and human intelligence (to use the power of IQ and emotional quotient) to ensure that a response is a well-thought one and not a trained reaction.
Why is Hybrid Intelligence important?
While we build very efficient AI-powered systems, the dynamic nature of input is something that an AI-based system can never be fully prepared for. It will help with scale, but there will always be an odd instance where it will need the human touch (literally). The human
brain has the capability to adapt and respond differently to the same input based on multiple internal and external factors. The high level of cognisance that they bring in their comprehension makes it invaluable and essentially helps to enhance the efficiency of AI.
Thus, the people-robot collaboration will be the way of the future as it will be one of the most efficient ways to bring accuracy and scale together. If that works, it can change the entire functioning of an enterprise, enhance operational efficiency, and accelerate business
growth.
The ‘Hybrid’ way ahead
There is no doubt that AI is here to stay, grow, and evolve. It will increasingly become smarter too. However, it will be great for enterprises to incorporate the ‘hybrid’ way into their AI roadmap today to reap rich dividends in the years to come.
It can enable employees to rid themselves of mundane, repetitive, and redundant tasks. They can supervise BOTs and get a more detached perspective to their work through analysis of data generated by the interaction of AI-powered BOTs with the end-users. This, in turn, will create a smarter employee base which relies on data and analysis for
decision making.
The ’Hybrid’ way will be the harbinger for a cultural shift to well-informed decisions backed by data. As the ‘Hybrid’ way of going about AI becomes more prominent, it can democratize the power of leveraging data and analytics to grow businesses and will create a level playing field for SMEs and proprietary firms to become as capable and efficient as their larger counterparts.
