Gartner defines augmented intelligence as a human-centred partnership model of people and artificial intelligence (AI) working together to enhance cognitive performance. This includes learning, decision making and new experiences.
“Augmented intelligence is all about people taking advantage of AI,” said Svetlana Sicular, research vice president at Gartner. “As AI technology evolves, the combined human and AI capabilities that augmented intelligence allows will deliver the greatest benefits to enterprises.”
The analyst group forecasts that by 2021, AI augmentation will create $2.9 trillion of business value and 6.2 billion hours of worker productivity globally, said Gartner.
Enhancing customer experience
Customer experience is the primary source of AI-derived business value, according to the Gartner AI business value forecast. Augmented intelligence reduces mistakes while delivering customer convenience and personalization at scale, democratizing what was previously available to the select few.
Sicular said the goal is to be more efficient with automation while complementing it with a human touch and common sense to manage the risks of decision automation.
“The excitement about AI tools, services and algorithms miss a crucial point: The goal of AI should be to empower humans to be better, smarter and happier, not to create a ‘machine world’ for its own sake,” she added.
“Augmented intelligence is a design approach to winning with AI, and it assists machines and people alike to perform at their best,” concluded Sicular.