Augmented Intelligence for the Utility Industry
Fascinating. I’ve heard a lot in recent years about artificial intelligence, augmented reality, machine learning, and virtual reality, but the term augmented intelligence is a new one for me. So, when I saw this article from Utility Dive on the subject, I had to dive in deep.
What is Augmented Intelligence?
Augmented intelligence is the idea of utilizing technology to enable more efficient work processes and better decision-making. It differs from artificial intelligence, because augmented intelligence requires humans, not machines, to process information and make decisions.
How can Augmented Intelligence Help Utilities?
In the context of utility operations, augmented intelligence harnesses data and information in ways that enable more effective decision making. As an example, consider decisions surrounding capital expenditures. Utilizing augmentation would in theory allow decision makers to squeeze maximum value from upgrade and maintenance investments to get more bang for the buck.
Another example cited in the article is improving the efficacy of the damage assessment process. Rather than having crews make assessments based on their visual review of the damage, technology like drones, biobots and satellites could produce real-time images in a format that lends itself to more advanced analysis. This should improve decision-making effectiveness, as well as the speed with which decisions can be made and executed. Similar technologies can be utilized to improve vegetation management and processes around inspecting power lines.
A third example relates to customer service. Advanced call center technologies can be deployed to route calls more efficiently, and provide real-time information to reps to improve their ability to answer customer questions. Similarly, online customer service could be improved via the use of predictive analytics, intelligent chatbots, and virtual assistants.
As you can see, there are a plethora of use cases for augmented intelligence. That said, adopting these technologies can be a very slow process within the utility industry. But I’m confident that it will happen when it makes sense.
