Sharon Mandell, CIO Juniper Networks
Artificial intelligence (AI) is one of the most discussed topics amongst CIOs. Specifically, how to get its rollout right and understand the issues with its implementation such as the biases, governance, integration and security.
Tremendous pressure now sits on CIOs and other technology leaders to act quickly in implementing this new technology. Businesses that do not could be at a competitive disadvantage by not acting quickly enough. As a result, there’s a struggle to navigate the fears of missing out and messing up with AI integration.
Is AI Accurate?
A dilemma facing IT teams is understanding AI’s accuracy. Many doubts and concerns surround the data used to source AI material – thus, calling its accuracy into question. With new generative AI and large language model (LLM) tools coming to market over the last year, the wider industry has rushed to catch up. In turn, this has impacted how AI is generally perceived, largely due to the negative focus on AI hallucinations and data biases used to train LLMs.
A recent study by Wakefield Research(https://wakefieldresearch.com/) – a leading global polling, insights, and research provider – found that 99 percent of participants felt “some, most or all” AI data outputs were impacted by bias. Additionally, 87 percent questioned if it is even possible to know whether AI outputs are accurate.
The truth is that biased outcomes are inevitable if AI is fed previously discarded or outdated data. Therefore, it is crucial to differentiate between various types of issues to assess the likelihood of bias. Training LLMs requires the assessment of how data is used, how the AI is tested and who is using the model. Techniques such as retrieval augmented generation (RAG) can be used to train AI and ensure accuracy.
Putting Trust in AI
Another challenge observed in the wider world of AI is the blind trust employees have in the technology. It is beneficial to see some acceptance and trust of new technology by employees and team members. However, debatably, this degree of blind trust can be a more serious business concern than any possible hallucinations or biases.
To mitigate this, up-to-date employee training on the different areas of concerns about AI is critical. From the Wakefield Research report, 84 percent of participants felt their employers should increase AI training. Business leaders should prioritise the education of these employees, helping them to make informed decisions when using AI in high- and low-stakes circumstances.
Considering New Policies
Considering the fast evolution of AI and its capabilities, understandably, IT professionals feel pressured to deploy AI quickly. In fact, 87 percent of respondents claimed they felt rushed to implement AI and 74 percent felt their company’s policies could not keep up with the potential risks and benefits. At the same time, legal and company policies are often seen as stumbling blocks to rapid deployment.
To maximise return on investment, AI policies should be seen as a positive progression, not a regression. Some companies, for example, have policies addressing what data employees can or cannot share with third parties. Depending on circumstances, it is also possible to restate policies to apply to external generative AI solutions. However, be aware of software purchase policies and addendums for further reviews of all solutions embedded with AI.
Disrupting the Workforce
Like any game-changing technology, AI will inevitably change how the workforce currently functions. However, this change will bring new jobs and skills to the workforce too. This is reflected in 85 percent of respondents believing AI will be somewhat impactful in creating future advancement opportunities.
It is important that individuals prioritise skills related to tasks which cannot be accomplished by statistics, as AI is largely generated by statistics. The capacity to enhance both personal and collective effectiveness through AI tools will be highly valued. Those who remain engaged and continually refine their skills will find themselves with abundant opportunities.
AI Going Forward
Although the idea of AI has existed for several decades, the technology has only truly entered the mainstream in recent years. Within the last few months especially, AI has transitioned from something of science fiction to a fundamental business necessity.
Moving further into 2024, organisations that do not have the technology in place will risk falling behind. However, implementation must be done in a measured and sensible way. Ultimately, it is vital that stakeholders fully understand how to utilise AI effectively to drive business operations, processes and employee wellbeing, without jeopardising client relationships.
