Nuance IQ: Spring '19

The human-AI interaction

Hello, world

Welcome to Nuance Innovation Quarterly (also known as Nuance IQ), the new home of AI innovations from Nuance and beyond. Each quarter, we’ll be bringing you expert takes on the hottest AI topics, tales from the innovation frontlines, and inspirational stories from bold organizations taking conversational AI to the next level.

In this edition, we look at the human-AI interaction, asking how humans can teach AI—and learn from it—so that both can support each other to perform better. We hope you enjoy it, and if there are any topics you think we should cover in future editions, let us know at cxexperts@nuance.com.

One more thing before you get started: Don’t forget to subscribe to our magazine, Nuance Innovation Quarterly, to get even more insights into the future of conversational AI.

Forrester Research, a leading independent research firm, named Nuance a leader in Conversational AI for Customer Service.

Forrester states we have the strongest current offering in driving “mission‑critical, enterprise‑grade Conversational AI." Our technology was evaluated against 13 companies and the ranking was based on a diverse set of criteria, including AI, omnichannel, voice and speech, agent augmentation, human and AI blending, vertical specialization, security and authentication, vision, road map, and market approach.
Read the press release.

Feature article

Why humans and AI must learn together

Tell people you work in artificial intelligence, and it’s likely they’ll look at you like you’ve just said you work for Skynet and you’re busy arranging the downfall of humankind. People are afraid of AI. Perhaps they’re not afraid of being wiped out by murderous robots, but they’re certainly afraid of being replaced by machines.

And on the other side of the coin, there are the big tech firms who’ll tell anyone who’ll listen that it’s all true—machines really can do anything we can do. (They’re wrong, by the way.)

Both these attitudes are based on a common misconception. While AI tech is good, and getting better all the time, there’s plenty it’s just not that good at and won’t be any time soon. The fact is, AI has a lot to learn from humans, but it can also teach us things we could never have learned on our own.

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