For low-stakes use cases, it would be prudent to have a model-switching approach that doesn’t break the bank. “For a low-hanging fruit use case with varying volume, like a customer support data center, during heavy load times you could switch to the more capable model, then optimize that on evenings and weekends,” Wolfe said.
ServiceNow Chief Digital Information Officer Kellie Romack, who’s worked in IT for 25 years, said companies need to understand how their AI is built. “You can’t have AI built in such a way that you don’t have human beings understanding how it was built…, how to debug, back up, and retrace,” she said.
Romack has also long resisted ripping out one vendor’s platform to replace it with another. “I say, ‘Let’s talk about the technology you already have…, now let’s see the best of breed,’” she said.
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