One of the hottest topics in business these days is artificial intelligence. One can hardly pick up a business publication of any sort and not trip over an algorithm. AI is being used to do everything from writing articles to running chatbots to protecting against fraud. There is one problem with AI, though, and that’s our topic today.
You’ve probably encountered something that’s the product of AI. A fair number of game summaries one finds in the sports pages (physical or digital) are, in fact, written by machines. Same with many company summaries in the financial section. The main problem with these pieces is that they’re great at populating a template with all the facts and not so great at figuring out the “why.” You might also have used an online chat function to get some customer service support. More often then not, that’s AI at work as well. But that’s not the business problem I want to discuss.
The problem with most of the AI solutions I read about is that they’re all geared toward helping a business but they’re not focused at all on helping the customer. If you’ve ever wandered into an AI-driven customer support phone line you know what I mean. Get outside of what the algorithm can handle and your blood pressure is sure to soar. While the bot on the other end knows all about you if you’re able to identify yourself in the way the AI is designed (frequent shopper number, etc.), if you don’t know what phone number was used to create the account or you’re a frequent shopper without a frequent shopper ID (some folks don’t live being tracked, you know), it’s hard to get support. Humans are still better at solving many non-standard requests.
I get that sharing all your data – what you read, what you watch, where you go, what you eat, etc. – can help a company give you better recommendations. The problem is that many of the companies use that as a pretext to sell you products you might not really need. Can any of us really know how the data was used to create a recommendation? When a fitness app tells us we’re having sleep issues because our data says so and says we need to buy a new mattress, can we trust that or is it an affiliate deal that brings the fitness app a commission? Maybe we just ought not to have that nightcap instead if we want to sleep better?
I think the use of AI in some areas is fantastic. Fraud protection, for example. It’s easy for AI to spot something that’s out of place in your credit card use and send you an alert. That’s customer-centric. Using a bot to cut costs while providing a lesser experience isn’t and that’s my issue with much of the AI work that’s going on now. What’s your take?
This Foodie Friday we’re contemplating the field of endeavor known as copycat recipes. If you read any food sites, at some point you come across recipes which attempt to replicate some of the more popular dishes from chain restaurants. Yes, you too can have unlimited Red Lobster Cheddar Bay biscuits and Chick-Fil-A sandwiches at the same time!
There are books of these recipes and I’ll admit to having tried a couple over the years. While I’ve come close to duplicating a few dishes I’ve enjoyed in restaurants, the results were not exactly the same. One wouldn’t expect that though. I’m not using the same ingredients (the bacon I buy may not be what McDonald’s uses) nor do I have a commercial convection oven or deep fryer. Still, they were enjoyable enough and in a couple of cases, the experience inspired me to create my own variation that I liked even better.
I think these recipes can be fun for some but they miss a fundamental point. Making Girl Scout Samoas at home, besides being incredibly time-consuming, doesn’t support the Girl Scouts. When I want a “hot now” Krispy Kreme, I don’t want to wait a few hours for my homemade versions to rise and fry. What makes some of these dishes so good, in part, is that you don’t have to cook them. They’re risk-free, they’re ready when you want them, they’re always available, and they’re consistent. And of course, that’s the point today.
It’s quite possible that someone will try to copy what it is you’re doing if you’re doing it well. In the case of recipes, the cook can’t turn to the copyright law to protect the dish. Recipes aren’t subject to copyright. Mp3 players had been around for several years before Apple “copied” the recipe and improved it. One could argue that Apple was the victim when Microsoft “copied” the graphical interface that became Windows from Apple, who had “copied” it from Xerox. Sure, you can file a patent to protect you but that immediately makes how you’re doing what you’re doing available to anyone. They can then produce a variant on what you’re doing. Each of the folks in my examples made the recipe their own. That’s the point. You protect your secret recipe in either of two ways and the law has little to do with either.
The first is never to make the product public so no one has a chance to duplicate what you’ve got. Obviously, that’s not a great solution. The other way is to make sure that you produce the end-result to a consistently high standard which is risk-free for the customer, and that you provide that customer with an unrivaled level of support and service. That’s why copycat recipes will never be as good as what you get when you dine out. You copy?