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AI Is All Around Us

IT seems it is virtually impossible to avoid hearing about Artificial Intelligence (AI). Ever since ChatGPT hit the market, AI has become a never ending source of news, articles, advertisements, and lots of gloom. Artificial intelligence isn’t exactly new–the term goes back to the mid-1950s. Artificial Intelligence is a broad term and encompasses a few different subsets of processes. Generally, it refers to machines or computers doing things that we consider a skill limited to human intelligence. What has caught the public eye is what is labeled “generative AI”. Generative AI (e.g ChatGPT) refers to the AI tools that can create content, music, images, code and voice. One of the reasons generative AI is so widespread in its applications is that it doesn’t require coding skills for a layperson to use it, instead the user can instruct the tool to create content by using natural language.

Questions about generative AI – The media has certainly been filled with concern about AI and has raised many questions about areas where we potentially interact with it. How do we know the content we are reading is accurate and can be trusted to have come from reliable sources that have been vetted for accuracy? Can it be used to create misleading information that could misdirect our understanding of social, political, cultural, legal and other issues that affect the well-being of society? Others worry it could displace whole sectors of human labor. These are heavy questions best left to another venue of discussion.

Where is the average person interacting with AI?

We interact with artificial intelligence everyday in places we probably never give much thought. Those recommendations for purchases that you see on every shopping website you visit? That is done by a form of AI known as machine learning. Your thermostat that turns the heat up and down by learning when you usually leave the house? The refrigerator that makes your shopping list? Those are both examples of machine learning as well.

If you use a Managed Service Provider or a Managed Security Services Provider, AI is a new line of higher quality defense against cybercrime that they may be using to protect you. One of the greatest risks a business faces is a breach of its data by cybercriminals: malware, ransomware, et.al. and the tricks being used keep increasing in sophistication. Ransomware is particularly insidious. It can seize your data and hold it hostage for a ransom of currency, crypto or traditional. Once attacked there are very few alternatives to submitting to the ransom request. AI can help MSPs respond faster to specific threats and concerns, and assist in diagnosis and troubleshooting. Also, as every SMB knows, 24/7 monitoring and support is a critical service that an MSP can provide far more efficiently than a company can do in-house. (This has to do with the benefits of economies of scale.) AI can improve 24/7 monitoring because AI can evaluate an enormous amount of data, far faster than humans, and likely identify problems before they affect your business.

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AI: Of any value to an SMB?

Artificial Intelligence (AI) has been all the media rage in the past year. Specifically, it isn’t AI in general, but a specific category of AI known as generative AI. This AI is capable of creating content, such as text, images, audio and similar data. Examples of generative AI tools can create content, music, image code, and voice. What this can include are documents that are used for marketing and other content on websites, as well as images, video, and audio. What made generative AI more widespread are the tools that use natural language to utilize them. It doesn;t necessarily require expertise in coding anymore. The generative AI tool that hit the news and has everyone curious about this development is ChatGPT. This allows any user to create conversations, answer text, and similar “written responses.” ChatGPT and similar tools are available to almost anyone.

Of course if you follow the news, there is much excitement about the potential of generative AI. It may be used to facilitate faster customer service, help attorneys evaluate large quantities of legal documents and propose new approaches to cases, medical professionals diagnose, and on and on. It also raises lots of concerns. How does one know that the content created by generative AI is accurate and can be trusted? Can it be used to create misleading information, such as deceptive statements that could alter someone’s understanding of a political, cultural or medical issue. And there are others who worry it could displace whole categories of human workers, but that question isn’t our worry here.

One place where you may benefit from the use of AI is via your Managed Service Provider. Many industries can benefit from the judicious use of AI; legal, medical, architects, etc. and the MSP world is no exception. In particular, AI may be another line of defense in cyber security. Clearly, one of the greatest risks any business faces is cybercrime. Malware, data breaches, ransomware–they all are a business-owner’s nightmare. Ransomware can hold your data hostage. Once attacked, there are very few alternatives to submitting to the ransom request unless you have solid, uncorrupted backups.

AI can help MSPs respond faster to specific threats and concerns, and assist in diagnosis and troubleshooting. Also, as every SMB knows, 24/7 monitoring and support is a critical service that an MSP can provide far more efficiently than a company can do in-house. (This has to do with the benefits of economies of scale.) AI can improve 24/7 monitoring because AI can evaluate an enormous amount of data, far faster than humans, and likely identify problems before they become business effecting.

One way a small business can utilize AI? Marketing and sales. A lot of an SMB’s digital marketing tasks can be time-consuming and easily automated. Drip email campaigns, website visitor tracking, understanding where each customer exists in the sales funnel at any given moment, and other digital tools that increase customer engagement and drive sales are an excellent introduction to AI as a marketing tool. These tools both free up sales and marketing staff for other more complex tasks and improve customer engagement. These tools that can be easily deployed by SMBs are an excellent introduction to AI. Talk to a trusted MSP for guidance. You don’t have to go it alone.

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AI: Marketing and other sample uses- A quick introduction

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As you are likely very aware, Artificial Intelligence has become a real attention getter in the business world, as well as public media. One cannot be looking at the news everyday without coming across some article discussing AI. However, just because something is a fad, doesn’t mean that it is either new or something everyone needs. AI has been around for a long time. Anyone who has purchased something from a website is well aware of the “ others who bought “X”, have also been interested in …” feature. That feature has been around for decades. That feature is an example of AI. A simple but helpful understanding of AI is that it is able to attempt to find patterns and suggest predictions by sifting through enormous quantities of data. Quantities of data that would make seeing patterns an insurmountable human task.

Just to get a general understanding how AI is being used to meet organizational objectives, improve processes, marketing, recruiting, and even worker safety, let’s look at a few diverse examples.

Worker Safety: AI can sift through data to notice patterns of worker injury to identify safety problems in a manufacturing sector business. Simple aggregate statistics ( 5 injuries per day ) doesn’t help identify where the risks actually are, and certainly doesn’t identify key areas of risk) Where are things going wrong? Maybe patterns in time suggest worker fatigue. Maybe it identifies a certain activity that presents safety issues.

Demand Forecasting in Retail: Determining how much to stock of what item for a coming sales season can be as much an art as a quantifiable skill. As a result, companies can see real hits to the bottom line when they make a mistake. Just observing how much sold this month last year isn’t a sufficient predictor for the coming period. What about the weather? Bad economic news. Construction on a nearby road that is now finished this year. The endless factors that may influence buying decisions can be used to forecast demand more accurately.

Disease Screening in Healthcare: AI has the capacity to potentially use data to identify or eliminate certain diagnoses that an individual medical professional whose experience is necessarily finite, might be able to do. Like much else, there are ethical issues that can make AI a complex tool, but there is much potential.

Disease Tracking: The pandemic was practically an instructional video on the value of AI. Tools that could identify all of those who had likely contracted with someone who tested positive for Covid -19? That was AI at work.

Just in Time Inventory: Just in time inventory means that manufacturers avoid the costs associated with inventory that sit unused until needed. Identifying along a very long supply chain how inventory can be built and shipped to arrive just in time is no simple task. AI is a key component of that inventory model.

Customer Retention: Like other areas, you probably can collect more information about your customers than you can make sense of. So, why did they leave? You may have the answer, but it may actually be a calculus of many factors. AI can help identify all of the issues that may have led a customer to leave. Without AI, you may incorrectly attribute it to one single factor.

AI and Marketing: Why are marketers so interested?

AI has potential applications in the marketing end of any business, large or small. AI may offer you some new tools to more effectively market without expanding your present marketing resources. Marketers, in particular, may find AI useful in these three general categories-

Collecting Data about Prospective Customers– Even small businesses can collect a significant amount of data. AI can allow you to analyze that data. No matter how much data you collect, it is useless unless you can synthesize it, see patterns, etc. The human capacity to make sense of the massive amount of data we collect is limited.

Using Data to Market More Effectively– Even the most novice marketer knows that the more you know about each prospect the easier it will be to target them. The more you know their needs, the more you can explain how your product or service meets those needs. AI allows you to do more with the data you collect- to make sense of it so you can use it.

Generating the RIght Message– AI may be also able, to a certain degree, assist you in creating the messaging to reach your target. However, it is important to recognize that AI is not a silver bullet.

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