Salesforce survey shows IT interest in generative AI tempered with technical, ethical concerns

avatar
by Samuel Pordengerg Mar 6, 2023 News
Salesforce survey shows IT interest in generative AI tempered with technical, ethical concerns

Information technology professionals are warming up to the idea of incorporating generative artificial intelligence into their solutions, but there are some issues that need to be worked out.

More than a third of IT leaders think generative artificial intelligence will be a priority for business in the next 18 months, according to a new survey.

There are many types of content that can be created withrative artificial intelligence. It makes it possible for computers to create new information from the underlying data. It has been popularized recently byexamples such as the art-produced AI DALL-E, which creates artwork from text descriptions given by users, and the artificial intelligence-based chat bot called ChatGPT, which can hold conversations, write songs, answer research questions and more.

According to the survey, more than half of IT professionals believe that generative artificial intelligence would be a game-changing technology for their businesses and would help them better serve customers by taking advantage of data, better serve customers by providing new services and help employees by automation.

Clara Shih, chief executive of Service Cloud at Salesforce, said thatrative artificial intelligence represents a step change in how organizations will analyze data, automate processes and empower sales, service, marketing and commerce professionals to grow customer relationships.

Obstacles to the implementation of generative artificial intelligence hamper enthusiasm for some because of security concerns and ethical issues seen in the wild. generative artificial intelligence is still in its infancy and has been through some growth pains.

A third of those surveyed think the technology is overblown and that it may bring with it additional problems that need to be figured out before it can be fully integrated into their technology stacks. Two-thirds of those surveyed said they don't think they're prepared to implement the technology just yet, given that it could open up new security concerns.

Almost two-thirds of the people in the survey agreed that most generative artificial intelligence outputs could be biased. Prominent examples include the erratic behavior of Microsoft Corp.'s Bing search engine, as well as the fact that Bard made a factual error during its reveal demo

Almost all of the IT professionals surveyed said that their businesses need to address the problems that will arise in the implementation of generative artificial intelligence. Only 30% of the respondents think ethical use guidelines should be in place for generative artificial intelligence.

81% said that they would use public and private sources to reduce bad information from being used for responses, and 83% said that they would work with other businesses to improve the ethical use of the technology.

Whether generating a tailored sales email or customer support chat response, an ethics-first approach grounded in trusted data and human-in-the-loop workflows is what will allow enterprises to safely and ethically use generative artificial intelligence.

Image: Pixabay