IPsoft CEO Chetan Dube recently was interviewed by futurist and best-selling author Jacob Morgan on a recent episode of his podcast, “The Future of Work.” It was a lengthy, in-depth conversation about technology, automation and the relationship of humans to digital systems.
“The average IQ of the smartest chatbot currently in the market — a VPA [virtual personal assistant] — was found to be 47.2. That’s the IQ of less than a six-year-old,” Chetan explained. “The challenge that most CEOs and CIOs face today is how are they going to deliver good customer experience and good customer service from a five-year-old’s IQ? That is a challenge and that’s where our motivation has been — to deliver a solution and an agent that it of comparable intellect to human agents.”
Chetan detailed how IPsoft is meeting this and other challenges with our industry-leading cognitive agent Amelia, and how she combines advanced functionality with scaled automation for real business benefit. While he commented that true AI is “very rare,” he said that it “has come of age. It can deliver not just the equivalent – but in some cases [exceed] – the human experience because of its ability to assimilate knowledge and mimic human intelligence.” He also pointed out that Telefonica, the largest telco in Latin America, has used Amelia to handle over 2.2 million calls last month itself with an intent recognition success of 87.2% — and serving more than 610 sessions concurrently. Now that is true digital revolution.”
The conversation also touched on technological breakthroughs that will transform not just business, but the world at large in relatively short order. “It’s not a discussion if true Artificial Intelligence will start to rival human intellect. The only thing that is of discussion nowadays is when,” Chetan said. “Is it going to be in, as you mentioned, the Kurzweil, the singularity [predicted to take place] in 2030-35? Or is it going to be as we maintain by 2025 when you will pass someone in the hallway and won’t be able to tell if it’s a human or an android?”
Click here to listen to the entire podcast.