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Work item:
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E.AIQ
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Subject/title:
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Artificial Intelligence Quotient (AI-Q) for indexing and rating AI algorithms used in conversational AI systems employed for customer service management, service optimization and management as part of service quality assessment methodologies
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Status:
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[Carried to next study period]
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Approval process:
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AAP
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Type of work item:
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Recommendation
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Version:
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New
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Equivalent number:
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-
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Timing:
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-
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Liaison:
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-
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Supporting members:
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India,
Orange
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Summary:
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Artificial Intelligence (AI) is advanced computing that enables a machine to interact with its environment in an intelligent way. With perpetual advancements in technologies pertaining to Neural Networks, Natural Language Processing, Facial Recognition and Sentiments and Gesture Analysis, AI is going to have potential uses of serving as front desk support for consumer interfaces. AI assisted applications / virtual assistants can be used as conversational AI for customer service management, public grievance management, service optimization and quality of service management and can add tremendous value in customer service relations, quality of service and overall quality of experiences.
AI systems will be used to better serve the human and their intelligence is mainly reflected in the process of serving. The higher the intelligence level is, the better service to the consumer will be offered by such system. Before putting such AI based systems in the network, if capabilities of AI algorithms are adjudged based on some predefined Key Performance Indicators (KPIs), it will help network managers in doing cost benefit analysis.
The proposed Recommendation defines these Key Performance Indicators (KPIs) serving as basis for an A-IQ (Artificial Intelligence Quotient), which can be used for indexing and rating AI algorithms for their capabilities in quality of service and quality of experience improvement, as part of service quality assessment methodologies.
This will be under mandate of SG12 for operational aspects of performance, QoS and QoE of such services and development of quality assessment methodologies, both subjective and objective.
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Comment:
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-
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Reference(s):
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Historic references:
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Contact(s):
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| ITU-T A.5 justification(s): |
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First registration in the WP:
2020-09-25 10:26:54
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Last update:
2021-11-03 15:44:45
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