Points of View

Focus on making cognitive assistants understand human behavior, not mimic humans


Programming a cognitive assistant (CA) to mimic human responses will frequently result in unhappy customers/employees or broken transactions. Remember, any interactive digital tool is centered on human-centric interactions to achieve a successful transaction of information or purchase, and the user expects an experience that leads to meeting their needs.  This means smart CAs must learn from making the desired behaviors occur, not simply mimicking text to appear “intelligent”.  Like RPA technology is only finding growth through having human attendance to prefect solutions, CA tech is no different.  Modern AI solutions are dependent on learning business and human logic on a continual human-in-the-loop evolution basis, that get refined over time.


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