Arman Eshraghi, CEO and Founder of Qrvey, hosts a podcast, “SaaS Scaled.” Our latest episode featured Peter Voss, Founder/ CEO/ Chief Scientist, AGI Innovations & Aigo.ai, developers of the first and only “Chatbot with a Brain.” You can watch or listen to the podcast here and we’ve covered some highlights of their discussion below.
The 3 Waves of AI
The field of artificial intelligence has been around for about 60 years, but there’s a useful way to slice it up into different phases or eras. DARPA called this, “The 3 Waves of AI.”
- Rule-Based Expert Systems
What people were working on for the first 40 years or so is really rule-based, logic-based, expert systems written to solve problems. A good example of that would be IBM’s Deep Blue, which became the world chess champion in 1997.
- Statistical Systems
The second wave really hit us like a tsunami 10 years ago, which is all about big data statistical systems. That’s when companies like Google and Amazon figured out how they could use the massive amounts of data that they’ve accumulated and massive amounts of computing power to build useful AI systems.
Examples of that would be the advances made in autonomous driving, image recognition, language translation, and speech recognition. All of those areas have benefited tremendously by this statistical big data approach. The most recent variation that most people are familiar with is ChatGPT. It’s a variation called generative AI, but it’s still statistical AI using massive amounts of information to build models that can then do useful things.
- Cognitive AI
The third wave that will get us to human-level intelligence is cognitive AI, systems that are inherently geared to the requirements of human intelligence.
Statistical AI systems require hundreds or thousands of examples for them to work, so they can’t easily learn quickly. But cognitive AI works more like a human where it can learn very quickly, and it can learn incrementally and adjust its knowledge. You don’t need massive amounts of information.
And that’s really what we’ve been working on for the last 20 years, but the mainstream of AI, almost all of the work in AI is really on statistical big data approaches.
Achieving hyper-personalization while maintaining confidentiality & privacy
Our hyper-personalization approach is to totally isolate the information that you learn from each individual. The way we do that is, you can think of our brain having three layers.
- The inner layer is information that applies to everyone, every company, every person. That’s just common sense knowledge that you need to have, how to have a conversation, how to greet people.
- The middle layer is the information that’s specific to a company, so that would be their business rules, products, and it may include proprietary information. You want to keep that special for each company that is using it. That has to be trained on the company’s information, and typically there’s also integration to the backend system. So, there’ll be APIs that can also get the latest product information availability, order status, etc.
- The outer layer is unique for every single user that uses the system.
These three layers are integrated in practice as you’re having a conversation, but they are completely isolated so that what one customer tells you isn’t going to be known by any other customer. That is the way we can achieve hyper-personalization and still have a high level of confidentiality and privacy.
Predictions for the future
At the moment, there’s still a fair amount of human labor involved to understand the customer’s business rules, gather all of that information, train the system, and integrate it into their back end. In the future, we see the technology itself becoming more and more capable of understanding requirements. The chatbot technology will interview the customer and gather all the information, such as call center training material, and then configure itself to a large degree so that the implementation will be much quicker and less expensive.
A True Personal assistant
Now, on the individual consumer side, what we’re extremely excited about is the ability to offer a personal assistant, hopefully in the near future. Three different meanings of the word personal come into play here:
- You own it. It serves your purpose, your agenda. It’s not owned by some mega corporation, like Alexa or Siri. I mean, Siri probably won’t tell you about the latest Samsung phone, and Alexa probably won’t tell you about the specials at Walmart, and so on.
- Hyper-personalization. You’re not a demographic. You are an individual and it’ll learn as you use the system. It’ll learn your preferences, history, and likes, who you interact with, and it will do things for you, basically, that you don’t have to struggle with chatbots and websites and things.
Privacy. It will only share things that you tell it to share with whoever. So certain things you share with your spouse, other things you share with your coworkers, and some things you share with Amazon.