Artificial Intelligence (AI):

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Artificial intelligence or AI is a subset of computer science where the agenda is to create smarter machines that can perform tasks or speak individually without any human interference. These machines inherit human-like intelligence and can perform all kinds of tasks. From self-driven cars to personal assistants like Alexa, everything is run on Artificial Intelligence.

Types of Artificial Intelligence

AI can be segmented into many categories based on its capabilities and functionality.

AI Type 1 is based on a capability which has three types:

  • Narrow AI
  • General AI
  • Strong AI

AI Type 2 is based on functionality which has four types:

  • Reactive Machines
  • Limited Memory
  • Theory of Mind
  • Self-Awareness

Why is Artificial Intelligence Important?

Artificial Intelligence is an integral part of innovation in our society. It provides organizations with data analytics, assists humans with day-to-day tasks and entertainment. Tech-innovation has progressed further than these. Now, AI can be used for forecasting workload, market trends, consumer behaviour, and more. However, in most contact centers AI usage is usually limited to performing tasks.

AI-driven tools and bots can ensure efficiency and error-free completion of their tasks. It can run through hundreds of documents or data in fraction of seconds and deliver results in a moment. These repetitive, mindless tasks are usually stressful, tedious and error-prone for humans. It is better to delegate it away to AI-based tools. These tools run of predefined algorithm that has learning capacity as it comes across newer information.

Advantages of Artificial Intelligence

Artificial intelligence can now process data, make predictions and do all those at the flick of a finger. There are many such advantages:

  • Error-free results
  • Consistent outcomes
  • Efficient returns on data-heavy tasks
  • Virtual Assistance
  • Self-aware bots

Disadvantages of Artificial Intelligence

AI is, however, a still-thriving industry and not very cost-efficient. Here are some disadvantages:

  1. Expensive
  2. Requires technical knowledge
  3. Lack of IT-Professionals who understand AI