MIT Sloan Management Review Article on Rethink AI Objectives

Using AI to create humanlike computers is a shortsighted goal.

When customers feel like no one is listening, they may be right. Or, they may be unknowingly talking to a machine. Last week, Google announced Duplex, an artificial intelligence (AI) assistant that can handle customer service requests, such as booking an appointment or providing basic information. We’ve had automated phone attendants for years, but the new buzz is that customers can’t tell that this automated attendant isn’t human.