You still need humans, even if you have AutoML and AI

In the last decade, artificial intelligence (AI) has gone a long way. As never before, machines can communicate with people. Some are even intelligent enough to respond and adjust to the discussion flow in real-time.

Those of us who work in sectors such as the AI used to serve our customers witness this progress in technology close up. In recent years I have seen the growth of voice-based and text-based Conversational AI apps, from simple chatbots to more powerful, contextual, and smart virtual assistants. The next stage has been automated customer service.

I also recognize, though, that AI is still far from autonomous.