AI: Revolution or Just Fashion?
Reflections on the intelligent application of AI after a master class with John Atkinson-Abutridy: AI isn't a magic solution; sometimes, an Excel is all you need. Find out when to use it and when not to.
Today, together with Diego, we were fortunate to attend a master class by John Atkinson-Abutridy at the Universidad del Bío-Bío. I am not exaggerating when I say that this man is a living encyclopedia of AI in Chile. With 27 years of experience, he created the first master's degree in AI and directed the first artificial intelligence laboratory in the country. But what really struck me was his critical view of the use (and abuse) of this technology.
John reminded us of something that we at woku take very seriously: AI is not a magic wand. It's not here to solve all problems, much less to be applied madly just because “it's the trend”. It's as if we believe that a chatbot will save a bad customer experience... Spoiler: it won't work if the customer has been waiting for a product that doesn't arrive for three weeks or if the service has more bugs than an application from the 90s. First you have to fix the basics.connected.
Before the chatbot, let's fix the important thing
John's reflection was direct: before implementing AI as if it were the last Coca-Cola in the desert, companies must solve the root problems. What's the point of having an AI system that responds in two seconds if the product that reaches the customer is wrong or if the service is regular?
This applies to all those times when we see companies jumping headlong into implementing AI without thinking carefully about the real problem. It's like wanting to add 2 + 2 with a quantum computer because it's “the most pro of the moment” when, in reality, with a good Excel you have more than enough. Mind you, there's nothing wrong with Excel, John made it clear to us: sometimes less is more!
AI isn't a fad (But it's not the solution to everything either)
At woku, we believe in the intelligent use of artificial intelligence. We use AI to make sense of data and help companies better understand their customers, yes. But always with one's foot on the ground. AI can be a powerful tool, but it doesn't work if it's used for the simple sake of “being fashionable”. And after listening to John, it became even clearer to me that success in the customer experience doesn't always depend on an algorithm, but on something as basic as delivering on what promised.
Final Reflection and My Prize*
This class was not only inspiring, but also a good shakeup of reality. Listening to John reminded me that at woku we live in a constant process of learning and adaptation. Because, if one thing became clear today, it's that change isn't just an option; it's a constant. Customers and their needs evolve as fast as technology itself, and the economy, well... that's a roller coaster ride!
So today I came out not only inspired, but also with a tangible reminder: Large Language Models, the book I won in a raffle on LinkedIn (believe it or not, it was my lucky day). For me, this book will be more than a source of knowledge; it will be a reminder that in the world of AI, the best practice is to use it wisely... and to know when not to use it. Because, at the end of the day, a powerful tool only has value if it's applied in the right context.
