Phase2_SamTowne.docx - AI as Complement to Cloud CRM 1 AI...

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AI as Complement to Cloud CRM 1 AI as Complement to Cloud CRM: Intelligent Virtual Assistant, Chatbot, Speech Analytics Phase 2 Sam Towne
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AI as Complement to Cloud CRM 2 Contents Introduction ...................................................................................................................................... 3 Problem Statement ........................................................................................................................... 4 Feasibility Study .............................................................................................................................. 4 Project Plan .................................................................................................................................... 12 Conclusion ..................................................................................................................................... 14
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AI as Complement to Cloud CRM 3 Introduction Phase two of the Synectic IVA project will provide a literature review of current artificial intelligence design practices and a framework for comparing the old and new system. The development of Artificial Intelligence (AI) is complex. The challenge is that some of the larger and best-known AI projects, like Siri, Amazon Alexa, and Google are proprietary and are not publishing their design strategies. This is for good reason, because there is no true AI leader and there is much competition. Many AI design strategies lean on existing cloud computing and computer system frameworks but also add their own twist to the that is specific to artificial intelligence. For instance, Soumya’s 2018 article outlines an architecture that is designed to build empathy and consciousness into the intelligent machine but also relies heavily on traditional frameworks (Banerjee 208). Balke De Vos and Padget use traditional frameworks for the development of the core AI design, but then recommend the use of intelligent agents for the testing portion of the AI to speed up the product development (Balke, De Vos, Padget 2013). It seems that many designs involve both institutional frameworks such as ETSI, ISO, and AI focused models for system comparison. Phase 2 of the IVA project will compare the new and old systems using the following ETSI standards from Cloud Standards Coordination Phase 2 (SR 003) and Cybersecurity (TR 103): 1. Cloud Computing Standards and Open Source; Optimizing the Relationship between standards and Open Source in Cloud Computing (SR 003 382) 2. Interoperability and Security in Cloud Computing (SR 003 391) 3. Cloud Computing Standards Maturity Assessment; A New Snapshot of Cloud Computing Standards (SR 003 392) 4. Identification of User Needs (SR 003 381)
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AI as Complement to Cloud CRM 4 5. Cyber Security; Design Requirements Ecosystem (TR 103 369) The rest of this paper is ordered as follows. A literature review relating to artificial intelligence and IVA design strategy will be performed. Then a system analysis and design of the old and new systems will be performed. Literature Review One of the challenges of designing an artificial intelligence system is that “human behavior is complex and difficult to formalize mathematically” (Helbing and Balietti 2011). This complexity in human behavior makes it hard to develop an intelligent virtual assistant that is appropriately accommodating for the large varieties of requests that can be presented. “Human behavior is characterized by stochasticity. Logic (programming) approaches tend to not account for this, but rather focus on proving “ideal” conditions and agent behavior” (Balke, De Vos, Padget, p. 381, 2013). If ideal conditions are not met they recommend having a recovery method that the AI can use to get back on track. There must be a system for planning for random events
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