不久前，人工智慧還被視為大公司的奢侈品。這是一項很有前景的技術，但對於中小型企業 (SMB) 來說卻遙不可及。
然而，那些日子已經一去不復返了。如今，中小企業主可以使用許多廉價且有時免費的工具。從聊天機器人到管理現金流或保護線上商店免受駭客攻擊的軟體，人工智慧可以為尋求自動化客戶服務、簡化營運和增強客戶體驗以推動成長的企業主帶來改變。
多倫多 TD 企業創新高級經理 Jeff Chan 領導的團隊致力於探索新興技術（如生成式人工智慧）在滿足未來客戶需求方面可能發揮的作用。生成式人工智慧（Generative AI）是人工智慧的一個子領域，為 OpenAI 聊天機器人 ChatGPT 提供支持，它描述了可用於創建新內容的演算法，包括音訊、程式碼、圖像、文字、模擬和視訊。
道明銀行被Evident AI Index列為人工智慧準備度領先的銀行之一。該指數目前涵蓋北美和歐洲最大的 23 家銀行。每家銀行都根據從數百萬個公開數據點中提取的 142 個單獨指標進行評估。
Jeff 表示，對於許多中小企業主來說，人工智慧的好處已經是顯而易見的，並將隨著時間的推移而不斷改善。
「如今中小型企業已經使用一定程度的自動化和自動化決策來幫助他們管理庫存、跟進客戶以及改進他們的研發實踐等事情，」他說。
“由於生成式人工智慧的爆炸式增長，我相信我們目前操作、思考和分析數據的方式將會發生改變，而我們認為還需要幾年的時間。”
當然，傑夫很快指出，生成式人工智慧仍處於早期階段，小企業主需要意識到使用新興技術存在相關風險。在實施任何新的人工智慧系統（包括生成式人工智慧）之前，中小型企業所有者必須結合自己的用例來評估這些風險以及管理第三方人工智慧系統使用的條款。
如果了解風險，中小企業主可能會從以下三個領域受益於將人工智慧融入其業務：
大規模提供人性化的客戶服務
傑夫表示，自動回覆等工具已成為客戶服務體驗的主要內容。其中一種常見技術是互動式語音回應 (IVR)，它允許電話使用者使用語音或電話鍵盤與電腦操作的電話系統進行互動。
自動化的目的是透過確定優先順序、管理、回應和解決客戶詢問來釋放時間，從而幫助改善客戶體驗。現今的聊天機器人能夠解決的問題有限。
傑夫表示，這是因為訓練這些聊天機器人理解人類或自然語言非常困難。但由生成式 AI 驅動的聊天機器人（例如 OpenAI 的 ChatGPT）能夠理解對話語言。
傑夫說：「擁有這種能力可以釋放新的機會，以更人性化的方式幫助解決客戶服務問題，而不是通過按鈕」。
「人工智慧解決的可能性越大，你給人類服務團隊的時間就越多，可以專注於複雜的問題，而這些問題將受益於更多的人類參與」。
傑夫說，隨著人工智慧的不斷改進，客戶與任何數位產品的互動將開始聽起來和感覺越來越像人類，這就是你想要創造更個人化體驗的目標。
來自現有數據的新見解和客戶體驗
由於人工智慧可以快速處理大量訊息，因此它可以梳理組織的數據來識別模式並建立可能被忽視的聯繫。傑夫說，許多小企業主可能沒有意識到他們已經在使用人工智慧來優化他們的業務。他說：「人工智慧驅動的解決方案不再是財力雄厚的公司的專利，」。
「現在，有非常經濟高效的解決方案，可以讓小型企業比以往任何時候都能夠利用數據做更多的事情。下一代人工智慧應該是負擔得起的，讓企業家有更多的方式來找到那些可以幫助他們發現網路的洞察力。
同時，希望確保為客戶提供高度個人化體驗的中小型企業所有者可以使用人工智慧根據客戶的偏好和行為來幫助改善他們的訊息傳遞。
然而，傑夫說，小企業主在實施人工智慧技術時需要考慮一些關鍵的考慮因素，包括了解任何建議技術的限制和假設。
中小企業所有者還應評估管理任何第三方人工智慧技術使用的條款，包括資料影響、隱私風險和智慧財產權影響等。
例如，微軟在其網站上建議其 Azure 開放人工智慧模型的用戶「仔細考慮廣泛的聊天機器人場景」。「換句話說，如果你打算使用人工智慧進行客戶服務，請專注於簡單的場景，例如退款或檢查包裹狀態，」傑夫說。
將聊天機器人的使用限制在狹窄的領域可能有助於降低產生意外或不良反應的風險，但每種技術和用例都必須單獨評估。
詐欺偵測和網路安全
網路威脅和詐欺仍然是各種規模企業的一大威脅。據 TransUnion 稱，美國的數位詐欺企圖比疫情前的水平猛增了 122%。美國聯邦貿易委員會數據顯示，2022年消費者報告因詐欺損失近88億美元，比前一年增加了30%以上。
企業越來越依賴人工智慧來幫助保護他們及其客戶免受詐騙。傑夫指出，人工智慧驅動的安全性可以即時標記可疑活動和異常模式，然後提醒員工和中小企業主採取行動。
作為最後的想法，傑夫強調，雖然人工智慧本身可以是一項有用的技術，但它仍然需要人類幹預才能真正有效，並有助於降低與仍處於萌芽狀態的技術相關的一些風險。傑夫說：「在我看來，沒有什麼可以 100% 自動化，」。
「在某些時候，人類需要介入，」他說。僅數位化是不夠的。僅靠人類是不夠的。我相信數位與人類的混合體驗將帶來最佳的客戶體驗。
本文參考摘錄 How Small and Medium Sized Businesses Can Benefit from Artificial Intelligence Tools
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