At Google Cloud Next 2024, Google invites service providers from large organizations such as IHG hotel group, Verizon, Bayer. These organizations are preparing to utilize generative AI in customer-facing applications, although they see great opportunities, they proceed with caution.
Kalyani Sekar, Chief Data Officer at Verizon, emphasizes the importance of starting with small-scale internal usage of generative AI within the organization before expanding to a larger group and eventually to external users. The key point of using generative AI may not be about what it can answer but ensuring it doesn’t provide incorrect responses, leaving humans to provide the answers instead.
Josh Weiss, Vice President of IHG hotel group, reveals their development of a generative AI application that directly recommends travel programs to customers. He acknowledges the limitations of generative AI, with IHG’s approach keeping critical data such as room prices on the original system. The generative AI merely guides customers on where to find specific information on the website, reducing the risk of chatbots providing incorrect pricing information to customers.
Guido Mathews, Vice President of Bayer Radiology, mentions Bayer’s platform creation to assist medical professionals in analyzing medical images, enhancing disease analysis efficiency. However, these systems still rely on medical professionals for decision-making.
TLDR: Google Cloud Next 2024 featured service providers like IHG, Verizon, Bayer exploring the cautious use of generative AI in customer applications, highlighting the need to start small, focus on accuracy, and human oversight in utilizing this technology.
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