Jump to content
Please note: You can easily log in to MPN using your Facebook account!

AI: The Solution to Customer Support?


Recommended Posts

Just read an interesting article about how Vanderbilt is applying AI to diagnose extremely rare genetic disorders. Apparently, their database reached a sort of tipping point where there's enough info for AI to scrutinize it, recognize patterns, and produce a diagnosis that doctors can then pursue.

 

It occurred to me that this could happen eventually with music software - when people fill out their system specs in support tickets, they're helping to build a database of "I have this gear, and I have these problems." It's possible that AI would learn to recognize patterns, and be able to tell you exactly what's wrong, and the steps to mitigate it. Here's hoping!

Link to comment
Share on other sites

  • Replies 4
  • Created
  • Last Reply

Top Posters In This Topic

Top Posters In This Topic

It will be interesting to see how JCAHO responds. JCAHO is a leading medical accreditation organization and has been staunchly fighting computerized treatment plans for years and years. They think everything should be personalized, individualized, and from a real person. As a sometimes medical client I appreciate their idealized philosophy to medical treatment. As a former CIO in a large medical facility I recognized that a computer generated treatment plan was better than what 95 percent of those clinical individuals were willing or had time to put out.

This post edited for speling.

My Sweetwater Gear Exchange Page

Link to comment
Share on other sites

It will be interesting to see how JCAHO responds. JCAHO is a leading medical accreditation organization and has been staunchly fighting computerized treatment plans for years and years. They think everything should be personalized, individualized, and from a real person. As a sometimes medical client I appreciate their idealized philosophy to medical treatment. As a former CIO in a large medical facility I recognized that a computer generated treatment plan was better than what 95 percent of those clinical individuals were willing or had time to put out.

 

FWIW what Vanderbilt seems to be doing doesn't really involve a treatment plan. It's more about for when a doctor says "I have absolutely no idea what's causing this," and the AI can say "well it seems very similar to the following incidences that were logged in 2015 during an outbreak in Jakarta, and two incidences in Colorado and one in Florida in 2019." At that point, it goes to the humans to figure out what to do next.

 

In context of the thread, it would be like AI saying "This problem is often noticed in computers using nVidia graphics card driver version 8.1.001.3 from 2019." At that point, it would be on you to re-install the new driver.

Link to comment
Share on other sites

A very good utilization for the technology. Doctors don't want to get involved in diagnosing anything anymore. With the right natural language set it should uncover many cases of things that would otherwise be missed.

 

It's going to be bad news for radiologists, though. They'll still need to be around for vetting results, but again it will catch things most will overlook. And now that they're using it to tear into molecular biology we should see some revolutionary drugs within a year or so; which will create a problem in drugs curing things specialists make a lot of money on now. Without a doubt a cure for all cancers will be possible in a few years, but the industry will try to bury it. And once it finds an even easier editing process than CRISPR will be on the brink of effectively changing the human race, full-Gattacca style.

Guitar Lessons in Augusta Georgia: www.chipmcdonald.com

Eccentric blog: https://chipmcdonaldblog.blogspot.com/

 

/ "big ass windbag" - Bruce Swedien

Link to comment
Share on other sites

For years, many tech help lines have been staffed by people with little or no training other than to read a computer screen, ask a question, and match the answer to a list on their screen for the next question. AI can certainly do this much, if not more.

 

I'd still prefer a real human on the other end of the line though, as long as the human knows what he/she is doing. While on the subject I dislike the robots that say, "Press one if _________, press two is _________, press three if _________, and so on, when the problem I am calling about is not one of the choices and there is no easy option to get a human on the phone.

 

But that's another rant :D

 

As a self-employed businessman, my philosophy is "all businesses are in the customer service business", so anything that can make customer service easier and better for the customer is a good thing for the business. Second on my list is "if the customer is calling with a legitimate problem with my product, try to do something extra to make the customer actually glad he/she had the problem."

 

Insights and incites by Notes

Bob "Notes" Norton

Owner, Norton Music http://www.nortonmusic.com

Style and Fake disks for Band-in-a-Box

The Sophisticats http://www.s-cats.com >^. .^< >^. .^<

Link to comment
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Unfortunately, your content contains terms that we do not allow. Please edit your content to remove the highlighted words below.
Reply to this topic...

×   Pasted as rich text.   Restore formatting

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

×
×
  • Create New...