For decades, has been depicted as a sinister force in science fiction. Think of HAL-9000, the main antagonist in Arthur C. Clarke’s Space Odyssey series.
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But while applications of and are indeed sophisticated and carry the potential to be dangerous, my own view is that over the course of this decade, the most frequent encounters people are going to have with these neural technologies will seem both ordinary and positive. But there is one important area of algorithmic use that will require real work.
First the benign uses. I am thinking here of areas in which prototypes already exist:
Conversational Commerce. This refers to voice-driven sales activity in which the natural voice is the customer’s, interacting with an
Home Technical Support. Today, seeking help with a home appliance issue typically begins with a call to the OEM’s Customer Service desk or local service center. The customer describes their problem, a technician is dispatched to the home, and the problem is addressed on site. Depending on the issue, it can take days to resolve. Within the next few years, however, when that initial call is placed, it will be answered by a 24/7 bot. You will be directed to use your cell phone and point its camera toward the model number identification tag, the control settings, the installation details, and the problem. You will be asked a series of questions to narrow the diagnosis and identify replacement parts. You will then be shown a tutorial video, enhanced by augmented reality, enabling you to do much of the servicing yourself. Should that fail, your call would be directed to a human technician whose advice would also be absorbed by the
Autonomous Vehicles. Fully autonomous cars and trucks are already in the pipeline, but human intervention for their safe operation is still a necessity. By the end of this decade, that will no longer be the case. Responding appropriately to problematic roadway situations—particularly those involving construction, road hazards, hand signals, and reckless drivers—will have been learned and quickly implemented by self-driving cars and trucks. That will free commuters to do other things while underway, alleviate commercial driver shortages, and change the landscape of product delivery. Their on-demand capabilities are also likely to affect patterns of private vehicle ownership.
Institutional Decision Making. The most challenging applications of
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