What do we mean by artificial intelligence and machine learning? The term “artificial intelligence” (AI) refers to any means of representing humanlike logic or intuition in a system. AI’s use in business process applications began as a means to support human knowledge workers responsible for simple repetitive tasks, typically based on logical rules. AI has long been able to replace human agents in relatively low-risk job functions, enabling them to focus on solving new problems with creativity and using emotional intelligence to understand and better connect with other humans. The past few decades have seen a succession of brief vogues in which AI technology has been applied to a range of pragmatic business challenges, many of which resulted in disappointing outcomes, and led to disillusionment. The result: Business thought leaders in the industrialized world have had a love-hate relationship with artificial intelligence.
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