Your paper should use the Capstone Project Template. As the project paper was started in earlier workshops, you should have already been using the template. You should have submitted a d
- Your paper should use the Capstone Project Template. As the project paper was started in earlier workshops, you should have already been using the template.
- You should have submitted a draft of your paper in Workshop Five for instructor feedback. Make any edits based on the feedback you received.
- The paper should be about 20 pages in length (double-spaced), and transitions between sections should be addressed. Any graphics or tables do not count toward page count.
- Make sure to use 7th edition APA where required. The paper should include credible references that are cited according to the 7th edition of APA. You may and should use research to develop your plans, but make sure to cite your sources. All written work should be your own.
- For questions on APA style, go to the OCLS APA Style Page.
- Please refer to the Capstone Project Guide for specifics on what the paper needs to contain.
Running head: 5.4 Assignment 1
5.4 Assignment 11
5.4 Assignment
Indiana Wesleyan University
Mandar Sathe
Date: 08/02/2022
Introduction
The paper is based on Conversational AI, an innovative technology that seeks to establish effective communication in a business organization by engaging different stakeholders. In this stage, detailed problem analysis is conducted by developing a comprehensive problem statement to demonstrate the problems associated with the implementation of the project and the proposed solutions. There is one primary problem and two secondary problems where the immediate problem focuses on the business problem that is to be addressed through the project implementation. The two secondary problems are the potential problems that are likely to be experienced in the performance of the Conversational AI. The two secondary problems are technology-related problems and ethics-related problems.
This artificial intelligence provides a platform for customers to post questions and receive personalized responses to improve customer service. Because of this project, customers can get answers to their questions about the company quickly and easily. This change will directly result in a reduction in customer service time and an improvement in customer satisfaction. Standard chatbots are limited in their abilities compared to conversational AI chatbots, which can provide answers to common questions and even engage in light conversation. On the other hand, conversational AI can be accessed and used via audio and video, as well as any combination of these three media, as opposed to static chatbots, which are typically located on a company's website and only provide textual interactions. As well as improving customer service through conversational AI, artificial intelligence has the potential to reduce various risks across multiple industries. Artificial intelligence can help businesses in a variety of ways. Artificial intelligence will profoundly impact our lives, both positively and negatively, even though we are still in the early stages of the revolution. This is the case regardless of how far along we are in the process. An estimated $15.7 trillion will be reaped by AI's financial impact on the global economy by 2030, according to the most recent estimates. Artificial intelligence is predicted to lose 40 percent of current jobs (Fotheringham & Wiles, 2022).
Problem statement
Business-related problem
Neglecting customers' needs and providing poor customer service results in customers defecting to the competition. It could be the worst mistake a company can make regarding customer service. According to Microsoft's 2018 State of Global Customer Service survey results, sixty-one percent of consumers have switched brands. Poor customer service is to blame for this. As a result, poor customer service results in a decrease in revenue and profits. According to the Serial Switchers report, businesses lose $75 billion annually because of subpar customer service. Companies that fail to provide excellent customer service risk losing current and future customers. A company's online reputation can suffer significantly if customers hear only bad things about it, leading them to shop elsewhere. According to the same NewVoiceMedia report, 20% of those polled would leave an online review after just one bad service experience. 20% of those polled on social media and 8% of those surveyed said they would tell their friends and coworkers not to use the company they were unhappy with. All areas of a company are affected by poor customer service. It can also lead to the departure of front-line workers. There is a high risk of burnout due to dealing with dissatisfied customers daily. There are additional costs for recruiting and training new employees because of the high turnover rate (Eitel-Porter, 2021).
Several different characteristics and practices can identify poor customer service, as listed below. One of the features is the ability to ignore service calls. One of the most common blunders in providing excellent customer service is ignoring service requests. 62% of companies did not respond to a customer service request, based on the Customer Service Benchmark Report. As a result, 90% of the respondents did not acknowledge or inform the customer that their email had been delivered. It's the second trait that doesn't resolve an issue. Another central pain point for consumers is not being able to resolve a service issue during the first contact or being unable to do so at all. 60% of those polled said they were forced into making more than one attempt at resolving a recent client query. One in ten customers reported that their issue had not been fixed in the Northridge Group State of Customer Service Experience report. Long service or wait times are the third characteristics. It's frustrating for customers to be put on hold and forced to wait for long periods when they need help. According to a recent Genesys State of Customer Experience study, nearly half of consumers are willing to wait on hold for between one and three minutes. In the three to five minutes range, 30% of people are willing to wait. Only 10% of people are willing to wait longer than five minutes. Developing AI to improve customer service aims to enhance employee knowledge as the fourth characteristic of poor service. Angry customers are fed up with incompetent customer service representatives. According to Microsoft, the most frustrating aspect of customer service is a representative's lack of knowledge.
An additional example is when customers are required to repeat themselves. Lack of manners and etiquette was identified as the fifth characteristic that needs to be addressed. Any interaction with a service representative who exhibits poor behavior, bad behavior, and an unfriendly attitude leads to churn and an unpleasant customer experience. In a New Voice Media report, 42 percent of consumers stop supporting brands because they are put off by rude or unhelpful staff, which is another worst customer service error (Fotheringham & Wiles, 2022).
Technology-related problems
The organization must understand its strengths and weaknesses as AI advances and technologies become more widely used in the business world. The lack of technical know-how prevents most organizations from adopting this niche domain. Only 6% of businesses are having a smooth time implementing AI technologies. A specialist must find the stumbling blocks in the enterprise's deployment process. AI/ML adoption tracking can be made more accessible with the help of well-trained human resources (Mahalakshmi et al., 2022).
The acquisition and storage of data are one of the most challenging aspects of AI. Sensor data is critical to the success of business AI systems. Sensor data is gathered in abundance to validate AI. Irrelevant and noisy datasets are difficult to store and analyze, making them an obstructive factor. AI is most effective when it has access to a large amount of high-quality data. Data increases the algorithm's strength and efficiency. The AI system performs poorly when it doesn't receive enough high-quality data.
There is a pressing need for Artificial Intelligence (AI) to be more stable and accurate because even small changes in data quality can enormously impact results and predictions. There may be a lack of data in some industries, such as those in the industrial sector, which may limit the use of AI.
There is a lot of responsibility that comes with the use of AI. A single person must bear hardware malfunctions at all times. A few years ago, it was relatively simple to determine whether a user, developer, or manufacturer was to blame for an incident. Now, it's much more difficult. High-end processors are required for AI, machine learning, and deep learning solutions, which need high computation speed. Most developers are put off by the amount of power these algorithms consume. Artificial intelligence's first stepping stones are machine learning and deep learning, which necessitate an ever-increasing number of cores and GPUs to function effectively. Deep learning frameworks can be implemented in a variety of fields, including asteroid tracking, healthcare delivery, tracking of celestial bodies, and many others. A supercomputer is needed to perform these calculations, and supercomputers are not cheap. Although Cloud Computing and parallel processing systems have made it easier for developers to work on AI systems, they have a cost. Data inflows and algorithm complexity are increasing rapidly, and everyone can't keep up. The cost and infrastructure requirements of these processors have stifled the widespread adoption of AI. In this case, a cloud computing environment and multiple processors running in parallel can provide a viable solution. Computation speed requirements will increase as the data available for processing grows exponentially. Next-generation computational infrastructure solutions must be developed (Mahalakshmi et al., 2022).
Ethics-related problems
Ethics and morality are major AI issues that have yet to be resolved. Because of the developers' efforts to perfect the AI bots' ability to mimic human speech, it's getting harder and harder to tell the difference between a machine and an actual customer service representative. For an AI algorithm to make predictions, it needs to be trained. The algorithm will use the data it has been trained on to make assumptions about what it sees. Because of this, it will ignore the accuracy of data, such as data that reflects racism or sexism, and the algorithm's predictions will reflect this rather than correct it. The deliberate use of artificial intelligence to cause harm to others has also been documented. In addition to deep fakes and facial recognition cameras, which are used to produce fake news and hoax stories, there are other examples. The use of an invisible universal noise filter, where the addition of a sticker next to a picture drastically alters the result, can fool machine learning models, on the other hand. You can fool machine learning models using this method. Although academics are rapidly producing powerful AI, there are still many challenges when AI is put into the real world. As artificial intelligence (AI) advances and our understanding of AI's fundamental workings decreases, this situation will become increasingly problematic.
Although data can help solutions succeed, it is the ability to recognize and appreciate the human factors that play a role in problem-solving that sets outstanding solutions apart. Artificial intelligence has a long way to go before it can solve its most serious flaw. People frequently point to our inability to overcome obstacles like fear and a lack of willpower as sources of our downfall. But when human-centered design principles are applied, these elements can become the key to a better understanding of people and the foundational insights required to develop exceptional solutions for very human problems—human-centered design principles. Unlike human brains, AI is not designed to operate in a very different way. Even so, they have not yet figured out how to provide their customers with the right mix of pleasure and frustration. So you will be able to defeat the future rulers of artificial intelligence.
Potential and proposed solutions
A potential solution to the business-related problem
Hiring customer support workers may be prohibitively expensive if the company deals with requests outside regular business hours. Using conversational interfaces for customer service by small and medium-sized businesses could save them money on compensation and planning. Every day, seven days a week, chatbots and virtual assistants are available to assist customers. A virtual assistant can respond to a customer's question more quickly than a human assistant—efforts by the government agency. Conversational artificial intelligence (AI) can now handle some customer service issues without human intervention. Primary responsibilities may fall into this category, such as finding a company's store or reviewing the account's balance sheet. When artificial intelligence takes over, agents will have more time to deal with more complicated situations (Adam et al., 2021).
A potential solution to technology-related problems
Problems related to the development of conversational AI are addressed in this paper. When a user requests voice-activated help, the information sent must be appropriately organized and stored in a secure location. An organization's attention and strict security guidelines for voice assistants and chatbots are necessary for clients to believe that these channels are secure and safe. A conversational AI application must be designed with security in mind when conducting sensitive individual data analytics to ensure that all personal information is protected or censored depending on the channel used. This is especially critical when the application is responding to user queries. It is vital to protect the data that AI relies on for its predictions and decisions because it relies on data. Hackers can use the AI model to launch denial-of-service attacks, for example. The company should also use techniques like k-anonymity to protect sensitive information while maintaining the accuracy of the models if the data is stolen or manipulated. Private/Permissioned Blockchains can be used to solve the data security problem. An additional way to ensure the privacy of sensitive information is to use AI to anonymize the business records before using them to make machine learning predictions. Non-technical people have a hard time comprehending AI systems. It is difficult to pinpoint exactly why these systems do what they do because they learn from their experiences and apply that knowledge to their decisions. There is no easy way of predicting why a particular image classification model made a specific prediction. For example, image classification models can be taught to recognize specific patterns in images like faces, objects, and traffic signs. By utilizing techniques like Regularization and Bayesian Optimization, the company can resolve the "black box" problem by making the models more interpretable and accountable for the data they use and the decisions they make based on that data (Suominen et al., 2022).
Potential solutions to the ethics-related problem
There is also a discussion of the ethical implications of conversational AI. Very few people in the world can speak English, so it is difficult for a voice assistant to interact with people who do not speak English. How many people a voice assistant can persuade and how well it establishes trust in its capabilities is directly related to how well you can communicate with it in your native language. There are numerous linguistic and cultural differences worldwide, so it's essential to keep this in mind. To increase the number of people willing to test out more conversational AI applications, it is possible to make it easier and more standard for the general public to use. More people would be able to experiment with a broader range of applications. Very few people in the world can speak English, so it is difficult for a voice assistant to interact with people who do not speak English. How many people a voice assistant can persuade and how well it establishes trust in its capabilities is directly related to how well you can communicate with it in your native language. There are numerous linguistic and cultural differences worldwide, so it's essential to keep this in mind. To increase the number of people willing to test out more conversational AI applications, it is possible to make it easier and more standard for the general public to use. More people would be able to experiment with a broader range of applications. Teaching people who aren't familiar with new technology about its advantages may become more comfortable using it (Libai et al., 2020).
Conclusion
With the help of artificial intelligence (AI), a customer's experience can be tailored to feel like it was made just for them. Predicting what customers might be interested in or when it's time to reorder can be done by analyzing previous purchases and behaviors, such as how often they shop. Currently, 99.9 percent of Fortune 1000 companies report actively investing in Big Data, and a further 91.9 percent say that the pace of investment is increasing. Thanks to AI and machine learning, the insights can now become much more data-driven. It is possible to use AI to help you discover trends, quickly identify problems, or uncover insights that can help you make improvements to the website or app interface. Keeping your customers is becoming easier as AI progresses at a rapid pace. Using machine learning algorithms, companies can now more effectively identify and prevent problems that could lead to churn. Artificial intelligence (AI) makes it possible to pinpoint and prioritize tasks based on actual data rather than hunches. For example, uninstall tracking features turn lost users into valuable insights that can help solve customer retention issues and craft effective strategies to regain them.
Reference
Adam, M., Wessel, M., & Benlian, A. (2021). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, 31(2), 427-445.
Eitel-Porter, R. (2021). Beyond the promise: implementing ethical AI. AI and Ethics, 1(1), 73-80.
Fotheringham, D., & Wiles, M. A. (2022). The effect of implementing chatbot customer service on stock returns: an event study analysis. Journal of the Academy of Marketing Science, 1-21.
Libai, B., Bart, Y., Gensler, S., Hofacker, C. F., Kaplan, A., Kötterheinrich, K., & Kroll, E. B. (2020). Brave new world? On AI and the management of customer relationships. Journal of Interactive Marketing, 51, 44-56.
Mahalakshmi, V., Kulkarni, N., Kumar, K. P., Kumar, K. S., Sree, D. N., & Durga, S. (2022). Implementing Artificial Intelligence and Machine Learning Technologies to create Competitive Intelligence in the financial services industry. Materials Today: Proceedings, 56, 2252-2255.
Suominen, O., Inkinen, J., & Lehtinen, M. (2022). Annie and Finto AI: developing and implementing automated subject indexing. Annie and Finto AI: Developing and Implementing Automated Subject Indexing, 265-282.
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Running head: 4.3 Report 1
4.3 Report 3
4.3 Report
Indiana Wesleyan University
Mandar Sathe
Date: 08/01/2022
CTM-504 Progress Report
Date of the Report: 08/01/2022
Student’s name: Mandar Sathe
Overview of the Project
The project is based on an innovative technology that focuses on improvement of customer service in an organization. The technology s conversational AI that seeks to establish communication with customers through engaging in an interactive session with the aim of establishing the most optimum condition to maintain with the organization.
Completed work
· I have assessed the purpose of the project and redefined the project scope. This is aimed at creating efficiency in the project and the ability to attain the project goals set at the beginning of the project.
· A thorough definition of project variables has been developed with all variables necessary for the project being well-detailed to ensure the project covers all the areas that it needs to seek for.
· A risk analysis has been conducted with the aim of establishing the prevailing risks to the project and ways in which the risks can be addressed.
· An appraisal has already been conducted on scholarly sources in relation to the project in determining possible strategies that can be applied in the organization to attain higher efficiency.
· The preliminary stages of project implementation have already been defined and developed with the aim of ensuring the project is implemented in the best possible way.
Work in progress
· I am working on the final stages of implementation approach that should be used in implementing the project and in ensuring the project objectives are met.
· I am developing effective strategies that can be used in maximizing output of the project such as customer experience when the AI project is implemented in an organization set up.
· I am developing a stakeholder analysis in determining how various stakeholders will be engaged in the research.
,
Running head: Outline 1
Outline 5
Outline
Indiana Wesleyan University
Mandar Sathe
07/22/2022
Technology issues. It covers the various technical problems that are associated with real-world concerns. In each listed topic, an extensive discussion is raised to determine how it impacts real-world infrastructure.
· Remote internet speed and connections
· Deep fake content
· Poor user experience
· Data mix-up as a result of AI implementation.
· Too much automation
Potential solutions. This section covers the different approaches to address the listed problems relating to real-world technology issues. Also, the expected outcome is provided in the discussion. The solutions developed in the discussion include:
· Investment in new technologies such as 5G to boost internet speed.
· Developing policies and laws to protect users from fake content.
· Use of customer feedback in making necessary changes concerning poor customer experience.
· Implementation of more effective pop-out blockers to prevent data mix-ups.
· Sticking up on a single business model and ensuring it is well developed.
I am designing a solution. This involves evaluating the prevailing problems and the action plan that must be adopted and implemented to offer a long-term solution.
Communication strategies. In ensuring the conversation AI adopted is effective enough in attaining the desired outcome, there is a need to identify the stakeholders involved and how the stakeholders can be engaged in the activity. The following strategies are applied to ensure communication efficiency across the stakeholders.
· We are focusing on the issue instead of the person addressing the listed technology issues.
· It is enhancing a flexible plan that accommodates the changes in the technology industry.
· I am focusing on being authentic and genuine rather than manipulative in attaining the desired outcome.
Reference
Banupriya, S., & Kottilingam, K. (2021, May). An analysis of privacy issues and solutions in public blockchain (bitcoin). In 2021 2nd international conference for emerging technology (INCET) (pp. 1-7). IEEE.
Chauhan, B. K., & Patel, D. B. (2022). A Systematic Review of Blockchain Technology to Find Current Scalability Issues and Solutions. In Proceedings of Second Doctoral Symposium on Computational Intelligence (pp. 15-29). Springer, Singapore.
Freiman, V., & Tassell, J. L. (2018). Leveraging mathematics creativity by using technology: Questions, issues, solutions, and innovative paths. In Creativity and Technology in Mathematics Education (pp. 3-29). Springer, Cham.
Kamble, A., & Bhutad, S. (2018, January). Survey on Internet of Things (IoT) security issues & solutions. In 2018 2nd International Conference on Inventive Systems and Control (ICISC) (pp. 307-312). IEEE.
Lobo, E. H., Frølich, A., Rasmussen, L. J., Livingston, P. M., Grundy, J., Abdelrazek, M., & Kensing, F. (2021). Understanding the methodological issues and solutions in the research design of stroke caregiving technology. Frontiers in public health, 9, 647249.
Malhi, M. S., Iqbal, U., Nabi, M. M., & Malhi, M. A. I. (2020). E-learning based on cloud computing for educational institution: Security issues and solutions. International Journal of Electronics and Information Engineering, 12(4), 162-169.
Rekha, S., Thirupathi, L., Renikunta, S., & Gangula, R. (2021). Study of security issues and solutions in Internet of Things (IoT). Materials Today: Proceedings.
Sharma, R., Gourisaria, M. K., & Patra, S. S. (2021). Cloud Computing—Security, Issues, and Solutions. In Communication Software and Networks (pp. 687-700). Springer, Singapore.
Tank, D., Aggarwal, A., & Chaubey, N. (2019). Virtualization vulnerabilities, security issues, and solutions: a critical study and comparison. International Journal of Information Technology, 1-16.
Yan, Y., Zheng, Y., Sun, H., & Duan, J. A. (2021). Review of Issues and Solutions in High-Power Semiconductor Laser Packaging Technology. Frontiers in Physics, 9, 669591.
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CITM-504 Weekly Progress Report
Date of the Report: 20/7/2022
Student Name: Mandar Sathe
Overview of capstone project
The project is based on conversational AI. This type of AI focuses on enhancing customer services by creating a platform where customers can make inquiries and have timely and personalized responses. With this project, the customers will access company information and have their questions answered thoroughly over a short period of time. In turn, the overall service time will reduce, and there will be a maximization of customer experience in how they engage with the customers.
Work completed
· I have conducted an extensive study on the current technology industry and the impact of AI on different aspects of life.
· An extensive definition of the project and the components of the project.
· Research on the technology issues that affect real-world technology and AI.
· Possible and alternative solutions to problems affecting AI and real-world technology.
· Develop an action plan that addresses technology issues and determines the expected outcome.
· The expected impact of developing a conversational AI in business is enhancing customer service.
Work in progress
· I am working on developing an adequate project scope that outlines the range of activities to be carried out in implementing the project.
· I define the project variables that will form the foundation for an effective project evaluation process.
· I am researching risks associated with such projects. This involves relying on past scholarly sources to collect as much data as possible.
· I am working on defining the implementation approach used in completing the project and the resources needed to attain the project's desired outcome.
,
CITM-504 Weekly Progress Report
Date of Report: July 18, 2022
Mandar Sathe
Student Name:
Overview of Current Progress:
My current capstone project work mainly focuses on artificial intelligence, which has become one of the most used and well-known technologies in the world. Over the past few years, the world has experienced numerous innovations and advancements that have become crucial in different industries. Artificial intelligence involves making computers or software think intelligently, similar to human beings. Artificial intelligence is generally accomplished by studying different patterns of the brain in human beings by analyzing the cognitive process.
Work Completed:
· I have finished looking at the various types of artificial intelligence like reactive machines.
· I learned that reactive machines are the most basic forms of artificial intelligence systems and have the capability to create memories or use past experiences to inform current decisions.
· Other types of artificial intelligence that I have learned are self-awareness, theory of mind and limited memory.
· Limited memory comprises machines that can look into past information and add it to their memory.
· The theory of mind can understand emotions and thoughts and interact socially.
· Self-aware machines have been considered the future generation of the new artificial intelligence technologies.
Work in Process:
Currently, I am looking at how artificial intelligence works and some of the ways it can be implemented. I am trying to study how artificial intelligence technologies are merged with intelligent and iterative processing algorithms. I am also researching the various ways an artificial intelligence system carries out tests and data processing and measures its performance.
Important insights
Some of the insights from my coursework that have been important in developing my project include the ability of artificial intelligence to recognize emotions, how it can replace the human workforce and the capability of recognizing people by their voice.
Key takeaways
Based on the several benefits of artificial intelligence, I would use artificial intelligence to improve workflows, and efficiency, make informed decisions and reduce human error rates.
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2
Project Phase 1
Mandar Sathe
Indiana Wesleyan University
07/15/2022
Conversational AI helps improve customer service, and artificial intelligence may reduce various hazards in several sectors. These are just some of the ways that artificial intelligence can benefit businesses. Even though we are just at the beginning of the AI revolution, it is clear that artificial intelligence will significantly impact our lives, both favorably and poorly. This is the case regardless of how far along we are in the process. It is estimated that the financial impact of AI on the global economy will reach $15.7 trillion by the year 2030. It is also anticipated that 40 percent of jobs will be lost due to artificial intelligence.
At the same time, global venture capital investment in AI is growing to greater than $27 billion in 2018 (Wirtz, 2019). These estimations of AI's potential are based on a comprehensive understanding of the nature and scope of the technology. Despite the fast progress in artificial intelligence (AI), the area itself is still a long way from reaching its full potential. All too frequently, artificial intelligence demonstrates prejudice. Since it is educated using partial data and built by prejudiced individuals, biased artificial intelligence (AI) is a severe problem that is difficult to overcome. As a consequence, several AI cases have gone rogue, such as face recognition algorithms that cannot recognize persons with a dark complexion or Google translating gender prejudice (the Turkish language is gender-neutral, but Google swaps the gender of pronouns when translating).
People have also witnessed several incidents of artificial intelligence being intentionally exploited to inflict harm to others. These examples include deep fakes, which are used to produce fake news and hoaxes, and facial recognition cameras, which invade individuals' privacy. On the other hand, m
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