The Human Touch: Educators Teach the Nuances of Artificial Intelligence

Artificial intelligence is coming to the business school classroom. What can students learn from the machines?
The Human Touch: Educators Teach the Nuances of Artificial Intelligence

BIG DATA. ARTIFICIAL INTELLIGENCE. MACHINE LEARNING. Cognitive computing. They’re terms that are tossed around in business schools today almost as often as words like finance and marketing—and if they’re not quite foundational topics in business schools, they soon will be.

Big data, of course, refers to any massive amount of information that can be gathered, sorted, and analyzed to help managers make smarter decisions. The other terms refer to ways that computers are learning from and adapting to human behavior to make data even more useful.

According to James Pang, a visiting associate professor at the National University of Singapore’s School of Computing and Business School, there are four fundamental technologies in big data analytics: artificial intelligence; machine learning; information management; and massively parallel processing, in which multiple processors work on different parts of a program while communicating through an interface. He adds, “Because of recent developments in these fundamental technologies, we are able to deal with big data through the four V’s—that is, volume, velocity, variety, and veracity. This allows us to derive business insights from massive data sets.”

Until recently, many analytics programs were housed in colleges of engineering and computing, but more and more business schools are either collaborating with those colleges or creating analytics programs of their own. That’s because it’s important not just to analyze the data, but to use it to drive business decisions.

“Data specialists need to be great at managing data, but they also need to understand business issues,” says Cheri Speier-Pero, professor of information systems at Michigan State University’s Broad College of Business in Lansing. “Ultimately, their decisions will affect a company’s marketing strategies and financial outcomes, so they need to be effective in creating and making sense of statistical models.”

For business schools, two questions arise, says Speier-Pero. “How do we prepare our students? And how do we create interesting and cutting-edge knowledge by applying these techniques to our research?”

NUS and MSU are among a growing number of schools that have taken those questions seriously. They’ve both launched partnerships with IBM and other software companies to give their students a head start on using the computing tools that will be so essential in the workplace. (See quick descriptions of their programs in "Two Approaches to Teaching Analytics" in the sidebar at the end of this article.) And running those programs has given these two educators insights into what the marketplace needs—and what the future holds.

STUDENT PREP

To prepare students to work effectively in the big-data future, one of the first keys is to familiarize them with cutting-edge tools. That’s why schools find it essential to partner with big players like IBM and SAS, which can provide access to the most current technology and give instruction on how to use it. Most schools also follow a multidisciplinary approach that often combines business, computer science, and engineering. But Pang and Speier-Pero both emphasize that schools must do more than teach students about technology.

Pang believes the first step is to train students to embrace the future with open minds; the second step is to encourage their ability to learn quickly, because the world is changing at unprecedented speed. “The third step is to make sure our students understand the fundamentals of business,” he adds. Thus, students must learn how to identify and understand “pain points” in business, he says, because these represent chances for innovation. Students also must master essential soft skills such as leadership and communication.

Speier-Pero believes it will be just as important for students to know how to learn on their own. “While tech companies and employers have gotten better at providing training on an as-needed basis, they don’t hand-hold students through the process,” she says. “We tell students they will never be given sufficient training in a given software, so it will always be partly up to them to figure out the software. At the university level, we need to instill in our students this approach to learning so they will be more successful in the workplace.”

MACHINES OF THE FUTURE

Students need this kind of preparation, say Pang and Speier-Pero, because companies already are employing AI techniques to learn human behavior in fields such as banking and finance. To help her students understand how AI is working in the real world, Speier-Pero begins with a topic most of them understand: credit card fraud. One way to avoid fraud is to put chips in the cards, she says—but another is to learn a specific cardholder’s shopping behavior and identify aberrations, and that’s something machines can help humans do.

“I use my mother as an example,” she says. “Every year, she goes on a shopping binge that is different from her traditional way of shopping. At first when those binges would occur, the company would call the house to see if my mom was the one using the card. Now the company has realized that behavior is normal for my mother, even if it’s infrequent, and built it into her profile, so the binges no longer trigger warnings of fraud. To me, that’s a cool example of artificial intelligence because the machine is looking uniquely at a single shopper and learning her behavior.”

But many other industries potentially can be transformed by artificial intelligence. While Pang warns that it’s difficult to make predictions in the rapidly changing world of technology, he looks for AI to have a great impact in four key areas in the next three to five years:

Personal digital assistants. Smartphone assistants such as Apple’s Siri and the Google NOW app will learn more and more about our behaviors. “Assistants will provide us with more personalized services, such as recommending movies and products, and will arrange our daily schedules,” says Pang.

Transportation. “Autonomous transportation, or driverless cars, soon will be commonplace,” says Pang. “For most people, they will be the first experience with physically embodied AI systems, and they will strongly influence the public’s perception of AI. Many companies—including Google, Uber, Tesla, and Baidu—already are making significant progress in this area. The world’s first driverless taxi already is operating in Singapore, and Uber also has started its first driverless taxi service in Pittsburgh.”

Healthcare. “AI has already started to make an impact in this industry,” says Pang. “For example, the IBM Watson Oncology Advisor now provides oncology treatment advice to doctors at several hospitals in North America and Asia. The journey of AI in healthcare will not be fast or smooth, but healthcare will be one of the most impactful AI applications in our daily lives.”

Home/service robots. “These already have entered our lives as intelligent vacuum cleaners and servers at restaurants, but we’re going to see more of these,” Pang predicts.
He notes that it’s hard to forecast ten to 15 years out, but in that timeframe he expects AI also to make an impact in areas such as public safety and security, employment and the workplace, education, and entertainment. All of these are fields that will be seeking business graduates trained in the power of analytics.

HUMAN TOUCH

Some observers shudder when they see these lists of industries that are being taken over by tech, fearing that machines will displace even more people from their jobs, but both Pang and Speier-Pero have more optimistic views of the digital future.

“I don’t think AI machines are threats to humankind. I think they will have profound positive impacts on our society and economy,” says Pang.

Speier-Pero agrees. “I really believe machine learning is making people more valuable,” she says. “In fact, their higher-level skills might be more critical than ever. The machine environment can perform the analysis faster than the human can, but the human can understand nuances better.”

The challenge remains educating students to work with machines so they can leverage both artificial and human intelligence. For most people who are intrigued by AI, says Speier-Pero, the real obstacle is that technology is being applied to such complex problems.

“These problems are very costly from an organizational standpoint, so they’re worth looking at, but there’s tremendous learning required,” she says. “To me, there are interesting ways that machines can learn to better understand human behavior that will allow us to improve financial results for companies or experiences for customers—ways that don’t require a high level of sophistication. My guess is that, once some of those approaches have proved successful for companies, they’ll start thinking about more sophisticated uses for AI.”

And that’s when business graduates need to be ready to combine their business acumen with their technical savvy to lead their companies to success.