Artificial intelligence (AI) is making headlines around the world, and here in New Mexico it’s transforming the way many businesses operate.
AI-generated content is appearing in customer service responses, online chats, emails, blogs, social media posts and countless places you wouldn’t expect. In fact, chatbots like ChatGPT are producing such human-sounding content, you’ve possibly already interacted with artificial intelligence without even realizing it.
So how does that make you feel? Do you think differently about a business if it uses an AI chatbot to answer your queries? Would you still want to read this article if you knew it was written by a robot (it wasn’t!)
All this is causing a dilemma for business owners, who love the efficiency and innovation that AI brings, but still want to maintain a human relationship with their customers.
Local IT expert Paul Quintana of Zia Networks is on the front line of thinking about the changes that AI is bringing to businesses in our area.
He believes that, used right, the technology could be a game-changer in many areas of our lives: “AI has amazing potential to enhance the customer experience while at the same time increasing efficiency and productivity. But there are bound to be concerns about its impact – on jobs, on privacy, and in the way we feel about the companies we buy from and do business with.”
He continues: “Companies using AI have a responsibility to be open about how they are using it and to ensure that it is being used ethically and legally. I’m committed to helping New Mexican businesses make the best use of this incredible technology, but to do it responsibly and effectively.
“AI is no replacement for human interaction. But by automating repetitive, time-consuming tasks, businesses can free up their staff to focus on those things that only a human can do best. That’s a massive opportunity for creativity, innovation and efficiency to develop alongside each other.”
But Paul is also clear that businesses using AI have to prioritize privacy and security: “If you’re using AI, customers need to be reassured that their personal data is being used for legitimate reasons and is protected from unauthorized access or misuse. The moment your customers lose trust is the moment things will start to go wrong.”