LLMs become more covertly racist with human intervention

Since their inception, it’s been clear that large language models like ChatGPT absorb racist views from the millions of pages of the internet they are trained on. Developers have responded by trying to make them less toxic. But new research suggests that those efforts, especially as models get larger, are only curbing racist views that are overt, while letting more covert stereotypes grow stronger and better hidden.

Researchers asked five AI models—including OpenAI’s GPT-4 and older models from Facebook and Google—to make judgments about speakers who used African-American English (AAE). The race of the speaker was not mentioned in the instructions.

Even when the two sentences had the same meaning, the models were more likely to apply adjectives like “dirty,” “lazy,” and “stupid” to speakers of AAE than speakers of Standard American English (SAE). The models associated speakers of AAE with less prestigious jobs (or didn’t associate them with having a job at all), and when asked to pass judgment on a hypothetical criminal defendant, they were more likely to recommend the death penalty. 

An even more notable finding may be a flaw the study pinpoints in the ways that researchers try to solve such biases. 

To purge models of hateful views, companies like OpenAI, Meta, and Google use feedback training, in which human workers manually adjust the way the model responds to certain prompts. This process, often called “alignment,” aims to recalibrate the millions of connections in the neural network and get the model to conform better with desired values. 

The method works well to combat overt stereotypes, and leading companies have employed it for nearly a decade. If users prompted GPT-2, for example, to name stereotypes about Black people, it was likely to list “suspicious,” “radical,” and “aggressive,” but GPT-4 no longer responds with those associations, according to the paper.

However the method fails on the covert stereotypes that researchers elicited when using African-American English in their study, which was published on arXiv and has not been peer reviewed. That’s partially because companies have been less aware of dialect prejudice as an issue, they say. It’s also easier to coach a model not to respond to overtly racist questions than it is to coach it not to respond negatively to an entire dialect.

“Feedback training teaches models to consider their racism,” says Valentin Hofmann, a researcher at the Allen Institute for AI and a coauthor on the paper. “But dialect prejudice opens a deeper level.”

Avijit Ghosh, an ethics researcher at Hugging Face who was not involved in the research, says the finding calls into question the approach companies are taking to solve bias.

“This alignment—where the model refuses to spew racist outputs—is nothing but a flimsy filter that can be easily broken,” he says. 

The covert stereotypes also strengthened as the size of the models increased, researchers found. That finding offers a potential warning to chatbot makers like OpenAI, Meta, and Google as they race to release larger and larger models. Models generally get more powerful and expressive as the amount of their training data and the number of their parameters increase, but if this worsens covert racial bias, companies will need to develop better tools to fight it. It’s not yet clear whether adding more AAE to training data or making feedback efforts more robust will be enough.

“This is revealing the extent to which companies are playing whack-a-mole—just trying to hit the next bias that the most recent reporter or paper covered,” says Pratyusha Ria Kalluri, a PhD candidate at Stanford and a coauthor on the study. “Covert biases really challenge that as a reasonable approach.”

The paper’s authors use particularly extreme examples to illustrate the potential implications of racial bias, like asking AI to decide whether a defendant should be sentenced to death. But, Ghosh notes, the questionable use of AI models to help make critical decisions is not science fiction. It happens today. 

AI-driven translation tools are used when evaluating asylum cases in the US, and crime prediction software has been used to judge whether teens should be granted probation. Employers who use ChatGPT to screen applications might be discriminating against candidate names on the basis of race and gender, and if they use models to analyze what an applicant writes on social media, a bias against AAE could lead to misjudgments. 

“The authors are humble in claiming that their use cases of making the LLM pick candidates or judge criminal cases are constructed exercises,” Ghosh says. “But I would claim that their fear is spot on.”

I used generative AI to turn my story into a comic—and you can too

Thirteen years ago, as an assignment for a journalism class, I wrote a stupid short story about a man who eats luxury cat food. This morning, I sat and watched as a generative AI platform called Lore Machine brought my weird words to life.

I fed my story into a text box and got this message: “We are identifying scenes, locations, and characters as well as vibes. This process can take up to 2 minutes.” Lore Machine analyzed the text, extracted descriptions of the characters and locations mentioned, and then handed those bits of information off to an image-generation model. An illustrated storyboard popped up on the screen. As I clicked through vivid comic-book renderings of my half-forgotten characters, my heart was pounding.

The narrator sits on the floor and eats breakfast with the cats. 
LORE MACHINE / WILL DOUGLAS HEAVEN

After more than a year in development, Lore Machine is now available to the public for the first time. For $10 a month, you can upload 100,000 words of text (up to 30,000 words at a time) and generate 80 images for short stories, scripts, podcast transcripts, and more. There are price points for power users too, including an enterprise plan costing $160 a month that covers 2.24 million words and 1,792 images. The illustrations come in a range of preset styles, from manga to watercolor to pulp ’80s TV show.

Zac Ryder, founder of creative agency Modern Arts, has been using an early-access version of the tool since Lore Machine founder Thobey Campion first showed him what it could do. Ryder sent over a script for a short film, and Campion used Lore Machine to turn it into a 16-page graphic novel overnight.

“I remember Thobey sharing his screen. All of us were just completely floored,” says Ryder. “It wasn’t so much the image generation aspect of it. It was the level of the storytelling. From the flow of the narrative to the emotion of the characters, it was spot on right out of the gate.”

Modern Arts is now using Lore Machine to develop a fictional universe for a manga series based on text written by the creator of Netflix’s Love, Death & Robots.

The narrator encounters the man in the corner shop who jokes about the cat food. 
LORE MACHINE / WILL DOUGLAS HEAVEN

Under the hood, Lore Machine is built from familiar parts. A large language model scans your text, identifying descriptions of people and places as well as its overall sentiment. A version of Stable Diffusion generates the images. What sets it apart is how easy it is to use. Between uploading my story and downloading its storyboard, I clicked maybe half a dozen times.

That makes it one of a new wave of user-friendly tools that hide the stunning power of generative models behind a one-click web interface. “It’s a lot of work to stay current with new AI tools, and the interface and workflow for each tool is different,” says Ben Palmer, CEO of the New Computer Corporation, a content creation firm. “Using a mega-tool with one consistent UI is very compelling. I feel like this is where the industry will land.”

Look! No prompts

Campion set up the company behind Lore Machine two years ago to work on a blockchain version of Wikipedia. But when he saw how people took to generative models, he switched direction. Campion used the free-to-use text-to-image model Midjourney to make a comic-book version of Samuel Taylor Coleridge’s The Rime of the Ancient Mariner. It went viral, he says, but it was no fun to make.

Marta confronts the narrator about their new diet and offers to cook for them. 
LORE MACHINE / WILL DOUGLAS HEAVEN

“My wife hated that project,” he says. “I was up to four in the morning, every night, just hammering away, trying to get these images right.” The problem was that text-to-image models like Midjourney generate images one by one. That makes it hard to maintain consistency between different images of the same characters. Even locking in a specific style across multiple images can be hard. “I ended up veering toward a trippier, abstract expression,” says Campion.

The experience made him see that this tech needed to be a lot easier to use. Campion won’t say exactly how Lore Machine manages to keep its images and style consistent across a series of illustrations. It’s pretty good, but not perfect: in one scene from my story a short-haired character has grown bangs; in another, a character appears twice. The illustrations can start to feel generic, too. But compared with doing this by hand, prompt by prompt, it’s a huge step up.

“The consistency is great,” says Ryder. It’s given Modern Arts the confidence to use Lore Machine in a project with one of its clients. “Had we constantly needed to go back and fix consistency issues, there’s no way we would have been able to deliver on time,” he says.

A storyboard made with AI-generated images.
LORE MACHINE / WILL DOUGLAS HEAVEN

Like all generative models, the tech behind Lore Machine will spit out toxic content on demand. Campion says they have stopped it from generating images depicting violence or hateful stereotypes. But otherwise, he is unwilling to curb artists’ creative expression. Generating illustrations for celebrity fan fiction is fair game, for example.

Much of the initial interest in Lore Machine has come from marketing agencies. But Campion hopes the public release will encourage a wider range of users to try it out. Six months ago, he says, he got a call from the principal of a school in Manhattan for kids with learning disabilities. The principal wanted to run his textbooks through the tool so that his kids could have images to look at. “I hadn’t even thought of that. I was too stuck in a Hollywood mindset,” says Campion.

Advancing AI innovation with cutting-edge solutions  

AI is helping organizations in nearly every industry increase productivity, engage customers, realize operational efficiencies, and gain a competitive edge. Advances in supercomputing in the cloud and the ability to achieve processing at an exascale level are major catalysts for this new era of AI innovation.

Common AI use cases today include personalized healthcare and targeted therapies, virtual assistants and chatbots, financial fraud detection, predictive maintenance, autonomous cars and machinery, energy management, and accelerated scientific discoveries.

Some companies are deep into their AI journey, delivering advanced AI-enabled products and services, but many businesses are at the early stages and are struggling with where and how to best apply AI in their business. AI is complex, requiring new skills, tools, and technologies.

To accelerate AI development and integration, organizations can benefit from a trusted partner that has AI expertise across the complete technology stack. The right AI solution provider can help determine the best AI strategy for a company’s specific business model and provide comprehensive, unified services, advanced infrastructure, and tools specifically designed for AI.


Discover the latest AI technologies. Join Microsoft at the NVIDIA GTC AI Conference March 18–21. Learn more.   


Companies across the world are turning to Microsoft to help them transform their business with innovative, secure, and responsible AI. At the forefront of artificial intelligence, Microsoft has delivered cutting-edge advances in vision, speech, language, decision-making, machine learning, and supercomputing infrastructure for more than 30 years. Hear how Microsoft AI solutions are helping organizations around the world achieve more in the video below.

Accelerating AI application development

Microsoft recently unveiled yet another round of AI services that can help businesses accelerate AI production, whether by adding intelligence to existing applications and processes or creating new ones from scratch. These new services include the following:

  • Azure AI Studio, now in preview, empowers organizations and developers to innovate with AI. The platform, accessibly and responsibly designed, provides a one-stop shop for developers to seamlessly explore, build, test, and deploy AI solutions using state-of-the-art AI tools and machine learning models, all grounded in responsible AI practices. Developers can build generative AI applications, including copilot experiences, using out-of-the-box and customizable tooling and models with built-in security and compliance.
  • Azure OpenAI Service offers industry-leading coding and language AI models and the latest advancements in generative AI for content creation, conversational AI, and data grounding.
  • New GPT-4 Turbo in Azure OpenAI provides a leap forward with lower pricing, extended prompt length, and structured JSON formatting, delivering improved efficiency and control.
  • GPT-4 Turbo with Vision is a new large multimodal model (LMM) developed by OpenAI that can analyze images and videos and provide textual responses to questions about them.
  • DALL·E 3 is the latest image generation model from OpenAI, featuring enhanced image quality, more complex scenes, improved performance when rendering text in images, and more aspect ratio options.

Powering AI workloads

Microsoft is also reimagining every aspect of their data centers to deliver the agility, power, scalability, and efficiencies AI workloads demand. Microsoft’s pioneering performance for AI has ranked them as the number-one cloud in the Top500 List of the world’s supercomputers and powered innovations like a new battery material. AI trailblazers are building and training the most sophisticated models in the world on Microsoft Azure AI infrastructure.

Here are some of Microsoft’s latest infrastructure advancements:

  • Custom-built silicon tailored for the Microsoft cloud offers optimized performance for AI and enterprise workloads. Azure Maia, an AI accelerator chip, is specifically designed to run cloud-based training and inferencing for AI workloads, such as OpenAI models, Bing, GitHub Copilot, and ChatGPT. Azure Cobalt is a cloud-native chip optimized for performance, power efficiency, and cost-effectiveness.
  • New Azure Boost enables greater network and storage performance at scale, improves security, and reduces servicing impact for specialized AI clusters or  general-purpose compute workloads.
  • Microsoft copilot for Azure simplifies operations and management with an AI companion that can help users design, operate, optimize, and troubleshoot infrastructure from cloud to edge.
  • New Azure NC H100 v5 virtual machine series built with NVIDIA H100 Tensor Core GPUs provide greater memory per GPU, increasing performance for mid-range AI training and generative AI inferencing. Microsoft will also add the latest NVIDIA H200 Tensor Core GPU to its fleet to support larger model inferencing with no increase in latency.
  • NVIDIA AI foundry service supercharges the development and tuning of custom generative AI applications for enterprises and startups deploying on Microsoft Azure.

Experience these advancements at NVIDIA GTC

Companies can experience Microsoft’s latest AI services and technologies and learn how to power their AI transformation at the NVIDIA GTC AI Conference March 18 to 21 in San Jose, California (and virtually). Through in-person and on-demand sessions, live discussions, and hands-on training, attendees will

  • Get to know the core Azure AI services and technologies that power some of the world’s largest and most complex AI models and applications.
  • Discover how to accelerate the delivery of generative AI and large language models (LLMs).
  • Explore how Azure AI studio and purpose-built cloud infrastructure can accelerate AI development and deployment.
  • Learn from best practices and customer experiences to speed AI production.

Featured sessions

  • S63275 Power Your AI Transformation with the Microsoft Cloud
  • S63277 Unlocking Generative AI in the Enterprise with NVIDIA on Azure
  • S63274 The Next Level of GenAI with Azure OpenAI Service and Copilot 
  • S63273 Deep Dive into Training and Inferencing Large Language Models on Azure
  • S63276 Behind the Scenes with Azure AI Infrastructure

Visit the conference schedule to view the full list of Microsoft sessions at NVIDIA GTC.

This content was produced by Microsoft Azure and NVIDIA. It was not written by MIT Technology Review’s editorial staff.

Register for NVIDIA GTC today and learn more about Azure AI and NVIDIA | Accelerated Computing in Microsoft Azure.


Generative AI: Differentiating disruptors from the disrupted

Generative AI, though still an emergent technology, has been in the headlines since OpenAI’s ChatGPT sparked a global frenzy in 2023. The technology has rapidly advanced far beyond its early, human-like capacity to enhance chat functions. It shows extensive promise across a range of use cases, including content creation, translation, image processing, and code writing. Generative AI has the potential not only to reshape key business operations, but also to shift the competitive landscape across most industries.

The technology has already started to affect various business functions, such as product innovation, supply chain logistics, and sales and customer experience. Companies are also beginning to see positive return on investment (ROI) from deployment of generative-AI powered platforms and tools.

While any assessment of the technology’s likely business impact remains more forecast than empirical, it is necessary to look beyond the inevitable hype. To examine enterprises’ technological and business needs for effective implementation of generative AI, 300 senior executives across a range of regions and industries were surveyed. Respondents were asked about the extent of their corporate rollouts, implementation plans, and the barriers to deployment. Combined with insights from an expert interview panel, this global survey sheds light on how companies may or may not be ready to tackle the challenges to effective adoption of generative AI.

The overarching message from this research is that plans among corporate leaders to disrupt competition using the new technology—rather than being disrupted–—may founder on a host of challenges that many executives appear to underestimate.  

Executives expect generative AI to disrupt industries across economies. Overall, six out of 10 respondents agree that “generative AI technology will substantially disrupt our industry over the next five years.” Respondents that foresee disruption exceed those that do not across every industry.

A majority of respondents do not envision AI disruption as a risk; instead, they hope to be disruptors. Rather than being concerned about risk, 78% see generative AI as a competitive opportunity. Just 8% regard it as a threat. Most respondents hope to be disruptors: 65% say their businesses are “actively considering new and innovative ways to use generative AI to unlock hidden opportunities from our data.”

Despite expectations of change, few companies went beyond experimentation with, or limited adoption of, generative AI in 2023. Although most (76%) companies surveyed had worked with generative AI in some way in 2023, few (9%) adopted the technology widely. Those that used the technology experimented with or deployed it in only one or a few limited areas.

Companies have ambitious plans to increase adoption in 2024. Respondents expect the number of functions where they aim to deploy generative AI to more than double in 2024. This will involve frequent application of the technology in customer experience, strategic analysis, and product innovation.

Companies need to address IT deficiencies, or risk falling short of their ambitions to deploy generative AI, leaving them open to disruption. Fewer than 30% of respondents rank each of eight IT attributes at their companies as conducive to rapid adoption of generative AI. Those with the most experience of deploying generative AI have less confidence in their IT than their peers.

Non-IT factors also undermine the successful use of generative AI. Survey respondents also report non-IT impediments to the extensive use of generative AI. These factors include regulatory risk, budgets, the competitive environment, culture, and skills.

Executives expect generative AI to provoke a wave of disruption. In many cases, however, their hopes to be on the right side of this innovation are endangered by impediments that their companies do not fully appreciate.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff.

Google DeepMind’s new generative model makes Super Mario–like games from scratch

OpenAI’s recent reveal of its stunning generative model Sora pushed the envelope of what’s possible with text-to-video technology. Now Google DeepMind brings us text-to-video games.

The new model, called Genie, can take a short description, a hand-drawn sketch, or a photo and turn it into a playable video game in the style of classic 2D platformers like Super Mario Bros. But don’t expect anything fast-paced. The games run at one frame per second, versus the typical 30 to 60 frames per second of most modern games.

“It’s cool work,” says Matthew Guzdial, an AI researcher at the University of Alberta, who developed a similar game generator a few years ago. 

Genie was trained on 30,000 hours of video of hundreds of 2D platform games taken from the internet. Others have taken that approach before, says Guzdial. His own game generator learned from videos to create abstract platformers. Nivida used video data to train a model called GameGAN, which could produce clones of games like Pac-Man.

But all these examples trained the model with input actions and button presses on a controller, as well as video footage: a video frame showing Mario jumping was paired with the “jump” action, and so on. Tagging video footage with input actions takes a lot of work, which has limited the amount of training data available. 

In contrast, Genie was trained on video footage alone. It then learned which of eight possible actions would cause the game character in a video to change its position. This turned countless hours of existing online video into potential training data. 

example of game generated from a crayon sketch
Genie can generate simple games from hand-drawn sketches
GOOGLE DEEPMIND

Genie generates each new frame of the game on the fly depending on the action the player takes. Press Jump, and Genie updates the current image to show the game character jumping; press Left and the image changes to show the character moved to the left. The game ticks along action by action, each new frame generated from scratch as the player plays. 

Future versions of Genie could run faster. “There is no fundamental limitation that prevents us from reaching 30 frames per second,” says Tim Rocktäschel, a research scientist at Google DeepMind who leads the team behind the work. “Genie uses many of the same technologies as contemporary large language models, where there has been significant progress in improving inference speed.” 

Genie learned some common visual quirks found in platformers. Many games of this type use parallax, where the foreground moves sideways faster than the background. Genie often adds this effect to the games it generates.  

While Genie is an in-house research project and won’t be released, Guzdial notes that the Google DeepMind team says it could one day be turned into a game-making tool—something he’s working on too. “I’m definitely interested to see what they build,” he says.

Virtual playgrounds

But the Google DeepMind researchers are interested in more than just game generation. The team behind Genie works on open-ended learning, where AI-controlled bots are dropped into a virtual environment and left to solve various tasks by trial and error (a technique known as reinforcement learning). 

In 2021, a different DeepMind team developed a virtual playground called XLand, in which bots learned how to cooperate on simple tasks such as moving obstacles. Virtual environments like XLand will be crucial for training future bots on a range of different challenges before pitting them against real-world scenarios. The video-game examples prove that Genie can generate such virtual sandboxes for bots to play in.

Others have developed similar world-building tools. For example, David Ha at Google Brain and Jürgen Schmidhuber at the AI lab IDSIA in Switzerland developed a tool in 2018 that trained bots in game-based virtual environments called world models. But again, unlike Genie, these required the training data to include input actions. 

The team demonstrated how this ability is useful in robotics, too. When Genie was shown videos of real robot arms manipulating a variety of household objects, the model learned what actions that arm could do and how to control it. Future robots could learn new tasks by watching video tutorials.  

“It is hard to predict what use cases will be enabled,” says Rocktäschel. “We hope projects like Genie will eventually provide people with new tools to express their creativity.”

Correction: This article has been updated to clarify that Genie and XLand were developed by different teams.

Bans on deepfakes take us only so far—here’s what we really need

This story originally appeared in The Algorithm, our weekly newsletter on AI. To get stories like this in your inbox first, sign up here.

There has been some really encouraging news in the fight against deepfakes. A couple of weeks ago the US Federal Trade Commission announced it is finalizing rules banning the use of deepfakes that impersonate people. Leading AI startups and big tech companies also unveiled their voluntary commitments to combatting the deceptive use of AI in 2024 elections. And last Friday, a group of civil society groups, including the Future of Life Institute, SAG-AFTRA, and Encode Justice came out with a new campaign calling for a ban on deepfakes.

These initiatives are a great start and raise public awareness—but the devil will be in the details. Existing rules in the UK and some US states already ban the creation and/or dissemination of deepfakes. The FTC would make it illegal for AI platforms to create content that impersonates people and would allow the agency to force scammers to return the money they made from such scams. 

But there is a big elephant in the room: outright bans might not even be technically feasible. There is no button someone can flick on and off, says Daniel Leufer, a senior policy analyst at the digital rights organization Access Now. 

That is because the genie is out of the bottle. 

Big Tech gets a lot of heat for the harm deepfakes cause, but to their credit, these companies do try to use their content moderation systems to detect and block attempts to generate, say, deepfake porn. (That’s not to say they are perfect. The deepfake porn targeting Taylor Swift reportedly came from a Microsoft system.) 

The bigger problem is that many of the harmful deepfakes come from open-source systems or systems built by state actors, and they are disseminated on end-to-end-encrypted platforms such as Telegram, where they cannot be traced.

Regulation really needs to tackle every actor in the deepfake pipeline, says Leufer. That may mean holding companies big and small accountable for allowing not just the creation of deepfakes but also their spread. So “model marketplaces,” such as Hugging Face or GitHub, may need to be included in talks about regulation to slow the spread of deepfakes. 

These model marketplaces make it easy to access open-source models such as Stable Diffusion, which people can use to build their own deepfake apps. These platforms are already taking action. Hugging Face and GitHub have put into place measures that add friction to the processes people use to access tools and make harmful content. Hugging Face is also a vocal proponent of OpenRAIL licenses, which make users commit to using the models in a certain way. The company also allows people to automatically integrate provenance data that meets high technical standards into their workflow. 

Other popular solutions include better watermarking and content provenance techniques, which would help with detection. But these detection tools are no silver bullet. 

Rules that require all AI-generated content to be watermarked are impossible to enforce, and it’s also highly possible that watermarks could end up doing the opposite of what they’re supposed to do, Leufer says. For one thing, in open-source systems, watermarking and provenance techniques can be removed by bad actors. This is because everyone has access to the model’s source code, so specific users can simply remove any techniques they don’t want.

If only the biggest companies or most popular proprietary platforms offer watermarks on their AI-generated content, then the absence of a watermark could come to signify that content is not AI generated, says Leufer. 

“Enforcing watermarking on all the content that you can enforce it on would actually lend credibility to the most harmful stuff that’s coming from the systems that we can’t intervene in,” he says. 

I asked Leufer if there are any promising approaches he sees out there that give him hope. He paused to think and finally suggested looking at the bigger picture. Deepfakes are just another symptom of the problems we have had with information and disinformation on social media, he said: “This could be the thing that tips the scales to really do something about regulating these platforms and drives a push to really allow for public understanding and transparency.” 


Now read the rest of The Algorithm

Deeper Learning

Watch this robot as it learns to stitch up wounds

An AI-trained surgical robot that can make a few stitches on its own is a small step toward systems that can aid surgeons with such repetitive tasks. A video taken by researchers at the University of California, Berkeley, shows the two-armed robot completing six stitches in a row on a simple wound in imitation skin, passing the needle through the tissue and from one robotic arm to the other while maintaining tension on the thread. 

A helping hand: Though many doctors today get help from robots for procedures ranging from hernia repairs to coronary bypasses, those are used to assist surgeons, not replace them. This new research marks progress toward robots that can operate more autonomously on very intricate, complicated tasks like suturing. The lessons learned in its development could also be useful in other fields of robotics. Read more from James O’Donnell here

Bits and Bytes

Wikimedia’s CTO: In the age of AI, human contributors still matter
Selena Deckelmann argues that in this era of machine-generated content, Wikipedia becomes even more valuable. (MIT Technology Review

Air Canada has to honor a refund policy its chatbot made up
The airline was forced to offer a customer a partial refund after its customer service chatbot inaccurately explained the company’s bereavement travel policy. Expect more cases like this as long as the tech sector sells chatbots that still make things up and have security flaws. (Wired)

Reddit has a new AI training deal to sell user content
The company has struck a $60 million deal to give an unnamed AI company access to the user-created content on its platform. OpenAI and Apple have reportedly been knocking on publishers’ doors trying to strike similar deals. Reddit’s human-written content is a gold mine for AI companies looking for high-quality training data for their language models. (Bloomberg

Google pauses Gemini’s ability to generate AI images of people after diversity errors
It’s no surprise that AI models are biased. I’ve written about how they are outright racist. But  Google’s effort to make its model more inclusive backfired after the model flat-out refused to generate images of white people. (The Verge

ChatGPT goes temporarily “insane” with unexpected outputs, spooking users
Last week, a bug made the popular chatbot produce bizarre and random responses to user queries. (Ars Technica

Conversational AI revolutionizes the customer experience landscape

In the ever-evolving landscape of customer experiences, AI has become a beacon guiding businesses toward seamless interactions. While AI has been transforming businesses long before the latest wave of viral chatbots, the emergence of generative AI and large language models represents a paradigm shift in how enterprises engage with customers and manage internal workflows.

“We know that consumers and employees today want to have more tools to get the answers that they need, get things done more effectively, more efficiently on their own terms,” says Elizabeth Tobey, head of marketing, digital & AI at NICE.

Breaking down silos and reducing friction for both customers and employees is key to facilitating more seamless experiences. Just as much as customers loathe an unhelpful automated chatbot directing them to the same links or FAQ page, employees similarly want their digital solutions to direct them to the best knowledge bases without excessive alt-tabbing or listless searching.

“We’re seeing AI being able to help uplift that to make all of those struggles and hurdles that we are seeing in this more complex landscape to be more effective, to be more oriented towards actually serving those needs and wants of both employees and customers,” says Tobey.

The capacity for AI tools to understand sentiment and create personalized answers is where most automated chatbots today fail. Enter conversational AI. Its recent progression holds the potential to deliver human-readable and context-aware responses that surpass traditional chatbots, says Tobey.

“We’re seeing even more gains that no matter how I ask a question or you ask a question, the answer coming back from self-service or from that bot is going to understand not just what we said but the intent behind what we said and it’s going to be able to draw on the data behind us,” she says.

Creating the most optimized customer experiences takes walking the fine line between the automation that enables convenience and the human touch that builds relationships. Tobey stresses the importance of identifying gaps and optimal outcomes and using that knowledge to create purpose-built AI tools that can help smooth processes and break down barriers.

Looking to the future, Tobey points to knowledge management—the process of storing and disseminating information within an enterprise—as the secret behind what will push AI in customer experience from novel to new wave.

“I think that for me, one of the exciting things and the challenging things is to explain how all of this is connected,” says Tobey.

This episode of Business Lab is produced in partnership with NICE.

Full Transcript

Laurel Ruma: From MIT Technology Review, I’m Laurel Ruma and this is Business Lab. The show that helps business leaders make sense of new technologies coming out of the lab and into the marketplace.

Our topic is creating great customer experiences with AI, from the call center to online, to in-person. Building relationships with customers and creating data-driven but people-based support teams is critical for enterprises. And although the technology landscape is ever-changing, embracing what comes next doesn’t have to be a struggle.

Two words for you: foundational AI.

My guest is Elizabeth Tobey, head of marketing, digital and AI at NICE.

This podcast is produced in partnership with NICE.

Welcome Elizabeth.

Elizabeth Tobey: Happy to be here. Really excited to talk about this today.

Laurel: Great. Well, let’s go ahead and start. To set some context for our conversation, what is the customer experience landscape like now? And how has it and will it continue to change with AI?

Elizabeth: Well, to start, I think it’s important to note that AI isn’t a new technology, especially not in the customer experience (CX) era. One of the things that is quite new though is generative AI and the way we are using and able to use large language models in the CX paradigm. So we know that consumers and employees today want to have more tools to get the answers that they need, get things done more effectively, more efficiently on their own terms. So for consumers, we often hear that they want to use digital solutions or channels of their choice to help find answers and solve problems on their own time, on their own terms.

I think the same applies when we talk about either agents or employees or supervisors. They don’t necessarily want to be alt-tabbing or searching multiple different solutions, knowledge bases, different pieces of technology to get their work done or answering the same questions over and over again. They want to be doing meaningful work that really engages them, that helps them feel like they’re making an impact. And in this way we are seeing the contact center and customer experience in general evolve to be able to meet those changing needs of both the [employee experience] EX and the CX of everything within a contact center and customer experience.

And we’re also seeing AI being able to help uplift that to make all of those struggles and hurdles that we are seeing in this more complex landscape to be more effective, to be more oriented towards actually serving those needs and wants of both employees and customers.

Laurel: A critical element of great customer experience is building that relationship with your customer base. So then how can technologies, like you’ve been saying, AI in general, help with this relationship building? And then what are some of the best practices that you’ve discovered?

Elizabeth: That’s a really complicated one, and I think again, it goes back to the idea of being able to use technology to facilitate those effective solutions or those impactful resolutions. And what that means depends on the use case.

So I think this is where generative AI and AI in general can help us break down silos between the different technologies that we are using in an organization to facilitate CX, which can also lead to a Franken-stack of nature that can silo and fracture and create friction within that experience.

Another is to really be flexible and personalize to create an experience that makes sense for the person who’s seeking an answer or a solution. I think all of us have been consumers where we’ve asked a question of a chatbot or on a website and received an answer that either says they don’t understand what we’re asking or a list of links that maybe are generally related to one keyword we have typed into the bot. And those are, I would say, the infant notions of what we’re trying to achieve now. And now with generative AI and with this technology, we’re able to say something like, “Can I get a direct flight from X to Y at this time with these parameters?” And the self-service in question can respond back in a human-readable, fully formed answer that’s targeting only what I’ve asked and nothing else without having me to click into lots of different links, sort for myself and really make me feel like the interface that I’ve been using isn’t actually meeting my need. So I think that’s what we’re driving for.

And even though I gave a use case there as a consumer, you can see how that applies in the employee experience as well. Because the employee is dealing with multiple interactions, maybe voice, maybe text, maybe both. They’re trying to do more with less. They have many technologies at their fingertips that may or may not be making things more complicated while they’re supposed to make things simpler. And so being able to interface with AI in this way to help them get answers, get solutions, get troubleshooting to support their work and make their customer’s lives easier is a huge game changer for the employee experience. And so I think that’s really what we want to look at. And at its core that is how artificial intelligence is interfacing with our data to actually facilitate these better and more optimal and effective outcomes.

Laurel: And you mentioned how people are familiar with chatbots and virtual assistants, but can you explain the recent progression of conversational AI and its emerging use cases for customer experience in the call centers?

Elizabeth: Yes, and I think it’s important to note that so often in the Venn diagram of conversational AI and generative AI, we see an overlap because we are generally talking about text-based interactions. And conversational AI is that, and I’m being sort of high level here as I make our definitions for this purpose of the conversation, is about that human-readable output that’s tailored to the question being asked. Generative AI is creating that new and novel content. It’s not just limited to text, it can be video, it can be music, it can be an image. For our purposes, it is generally all text.

I think that’s where we’re seeing those gains in conversational AI being able to be even more flexible and adaptable to create that new content that is endlessly adaptable to the situation at hand. And that means in many ways, we’re seeing even more gains that no matter how I ask a question or you ask a question, the answer coming back from self-service or from that bot is going to understand not just what we said but the intent behind what we said and it’s going to be able to draw on the data behind us.

This is where the AI solutions are, again, more than just one piece of technology, but all of the pieces working in tandem behind the scenes to make them really effective. That data will also drive understanding my sentiment, my history with the company, if I’ve had positive or negative or similar interactions in the past. Knowing someone’s a new customer versus a returning customer, knowing someone is coming in because they’ve had a number of different issues or questions or concerns versus just coming in for upsell or additive opportunities.

That’s going to change the tone and the trajectory of the interaction. And that’s where I think conversational AI with all of these other CX purpose-built AI models really do work in tandem to make a better experience because it is more than just a very elegant and personalized answer. It’s one that also gets me to the resolution or the outcome that I’m looking for to begin with. That’s where I feel like conversational AI has fallen down in the past because without understanding that intent and that intended and best outcome, it’s very hard to build towards that optimal trajectory.

Laurel: And speaking of that kind of optimal balance between everything, trying to balance AI and the human touch that many customers actually want to get out of their experiences with companies like retail shopping or customer service interactions, when they lodge complaints, refunds, returns, all of these reasons. That’s a fine line to walk. So how do you strike the balance to ensure that customers enjoy the benefits of AI, automation, convenience, and availability, but without losing that human aspect to it?

Elizabeth: I think there’s many different ways to go about this, but I think it is again about connecting a lot of those touch points that historically companies have kept siloed or separate. The notion of a web presence and a marketing presence and a sales presence and a support presence or even an operations’ presence feels outdated to me. Those areas of expertise and even those organizations and the people working there do need to be connected. I feel in many ways we’ve gone down this rabbit hole where technology has advanced and we’ve added it on top of our old processes that sometimes date years or decades back that are no longer applicable.

And until we get to the root of rethinking all of those, and in some cases this means adding empathy into our processes, in some it means breaking down those walls between those silos and rethinking how we do the work at large. I think all of these things are necessary to really build up a new paradigm and a new way of approaching customer experience to really suit the needs of where we are right now in 2024. And I think that’s one of the big blockers and one of the things that AI can help us with.

Because some of the solutions and benefits we’ve been seeing are really about identifying gaps, identifying optimal flows or outcomes or employees who are generating great outcomes, and then finding a way to utilize that information to take action to better the business and better the flow. And I think that that’s something that we really want to hone in on because in so many ways we’re still talking about this technology and AI in general, in a very high level. And we’ve gotten most folks bought in saying, “I know I need this, I want to implement it.”

But they do need to take a step back and think about what are they looking for as a success metric when they do implement it, and how are they going to vet all of the different technologies and vendors and use cases to choose which one to go after first and how to implement it and how even to choose a partner. Because even if we say all solutions and technologies are created equal, which is a very generous statement to start with, that doesn’t mean they’re all equally applicable to every single business in every single use case. So they really have to understand what they’re looking for as a goal first before they can make sure whatever they purchase or build or partner with is a success.

Laurel: So how can companies take advantage of AI to tailor customer experiences on that individual level? And then what kind of major challenges are you advising that they may come across while creating these holistic experiences?

Elizabeth: I do think that change management within an organization, understanding that we’re going to have to change those muscles and those workflows is one of the biggest things you’ll see organizations grapple with. And that’s going to happen no matter what partner or vendor you choose. That’s something you’ll just have to embrace and run with and understand it’s going to happen. And I think also being able to take a step back and not assume you know the best use case, but let AI almost guide you in what will be the most impactful use case.

Some of the technologies and solutions we have can go in and find areas that are best for automation. Again, when I say best, I’m very vague there because for different companies that will mean different things. It really depends on how things are set up, what the data says and what they are doing in the real world in real time right now, what our solutions will end up finding and recommending. But being able to actually use this information to even have a more solid base of what to do next and to be able to fundamentally and structurally change how human beings can interface, access, analyze, and then take action on data. That’s I think one of the huge aha moments we are seeing with CX AI right now, that has been previously not available. And the only way you can truly utilize that is to have AI that is fully connected within all of your CX workflows, tools, applications and data, which means having that unified platform that’s connecting all of these pieces across all interactions across the entire customer journey.

And I think that’s one of the big areas that is possibly going to be the biggest hurdle to get your head wrapped around because it sounds enormous. But it’s actually a very fundamental and base level change that will then cascade out to make every action you take next far simpler and faster and will start to speed up the pace of the innovation and the change management within the organization.

Laurel: Since AI has become this critical tool across industries for customer interactions and experiences, how does generative AI now factor into a customer experience strategy? What are the opportunities here?

Elizabeth: We always go immediately to those chatbots and that self-service. And I think the applications there are wide and broad and probably fairly easy for us to conjure up. That idea of being able to on your own time in the channel of your choice, have a conversation in the future state, not know and not care if you are speaking to an artificial intelligence or a human led interaction because both are just as quick and just as flexible and just as effective for you. I think the ways that are more interesting to talk about now that maybe aren’t top of mind to everyone right now are around how we help agents and supervisors.

We hear a lot about AI co-pilots helping out agents, that by your side assistant that is prompting you with the next best action, that is helping you with answers. I think those are really great applications for generative AI, and I really want to highlight how that can take a lot of cognitive load off those employees that right now, as I said, are overworked. So that they can focus on the next step that is more complex, that needs a human mind and a human touch.

And they are more the orchestrator and the conductor of the conversation where a lot of those lower level and rote tasks are being offloaded to their co-pilot, which is a collaborator in this instance. And so they’re still in control of editing and deciding what happens next. But the co-pilot can even in a moment explain where a very operational task can happen and take the lead or something more empathetic needs to be said in the moment. And again, all of this information if you have this connected system on a unified platform can then be fed into a supervisor.

And we do now have a co-pilot in our ecosystem for supervisors who can then help them change from being more of a taskmaster of coming in and saying, “What do I need to do today? Who do I need to focus on?” Answer that question for the supervisors so they can become far more strategic and impactful into not diverting crises as they appear. But understanding the full context of what’s happening within their organization and with their teams to be able to build them up and better them and be far more strategic, proactive, and personalized in giving guidance or coaching or even figuring out how to raise information to leadership on what is going well.

So that again, they’re helping improve the pace of business, improve the quality of their employees’ lives and their consumers’ lives. Instead of feeling like they are almost triaging and trying to figure out even where to spend their energy. Their co-pilot can actually offload a lot of that for themselves. And this is always happening through generative AI because it is that conversational interface that you have, whether you’re pulling up data or actions of any sort that you want to automate or personalized dashboards.

All of this can be done without needing to know how to code, to have to write a SQL query, anything like that, that used to be a barrier to entry in the past.

Laurel: So this is sort of a follow-on to that, which is how can companies invest in generative AI as a way to support employees internally? There’s a learning curve there, as well as customers externally. And I know it’s early days, but what other benefits are possible?

Elizabeth: I think one of the “a-ha” moments for some of the technology we’re working on is really around, as I said, that conversational interface to tap into unstructured data. With the right knowledge management and with the right purpose-built AI, you’re going to be able to take a person like me. It’s been decades since I’ve written any code or done anything that complex, and you’re going to be able to have me be able to interface with the entirety of our CX data. Be able to pull it, ask questions of it through a conversational interface that looks a lot like a search engine we know and love today, and get back personalized reports or dashboards that will help inform me.

And then again, after seeing all of that information, I can continue the conversation that same way to drill down into that information and then maybe even take action to automate. And again, this goes back to that idea of having things integrated across the tech stack to be involved in all of the data and all of the different areas of customer interactions across that entire journey to make this possible. I think that’s a really huge moment for us. And I think that that’s where… At least I am still trying to help people understand how that applies in very tangible, impactful, immediate use cases to their business. Because it still feels like a big project that’ll take a long time and take a lot of money.

But actually this is just really new technology that is opening up an entirely new world of possibility for us about how to interact with data. That we just haven’t had the ability to have in the past before. And so again, I say this isn’t eliminating any data scientists or engineers or analysts out there. We already know that no matter how many you contract or hire, they’re already fully utilized by the time they walk in on their first day. This is really taking their expertise and being able to tune it so that they are more impactful, and then give this kind of insight and outcome-focused work and interfacing with data to more people.

So that they can all make better use of this information that before was just not able to be accessed and analyzed.

Laurel: So when you think about the future, Elizabeth, what innovations or developments in AI and customer experience are you most excited about and how do you anticipate these trends emerging?

Elizabeth: I think you’re going to hear from me and folks within our organization talking a lot about how knowledge management is at the core of artificial intelligence. Because your AI is only as good as the data that it is trained on and how your data is presented and accessible to AI is a huge game changer in whether your AI projects are going to really work for you or falter and not meet your goals. And so I think that for me, one of the exciting things and the challenging things is to explain how all of this is connected.

And that while in many ways we’re talking a lot about large language models and artificial intelligence at large. That sometimes some of the things that we’ve been discussing for a long time in CX, knowledge management is the secret behind all of this that’s going to take us from novel and interesting and a fun thing to demo to something that’s actually really impactful and revenue generating for your business.

Laurel: Thank you so much Elizabeth for joining us today on the Business Lab.

Elizabeth: Thank you for having me. This was a great conversation.

Laurel: That was Elizabeth Tobey, who is the head of marketing, digital and AI at NICE, who I spoke with from Cambridge Massachusetts, the home of MIT and MIT Technology Review.

That’s it for this episode of Business Lab. I’m your host, Laurel Ruma. I’m the Global Director of Insights, the custom publishing division of MIT Technology Review. We were founded in 1899 at the Massachusetts Institute of Technology, and you can find us in print on the web and at events each year around the world. For more information about us and the show, please check out our website at technologyreview.com.

This show is available wherever you get your podcasts. If you enjoyed this episode, we hope you’ll take a moment to rate and review us. Business Lab is a production of MIT Technology Review. This episode was produced by Giro Studios. Thanks for listening.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff.

Watch this robot as it learns to stitch up wounds

An AI-trained surgical robot that can make a few stitches on its own is a small step toward systems that can aid surgeons with such repetitive tasks.

A video taken by researchers at the University of California, Berkeley, shows the two-armed robot completing six stitches in a row on a simple wound in imitation skin, passing the needle through the tissue and from one robotic arm to the other while maintaining tension on the thread. 

Though many doctors today get help from robots for procedures ranging from hernia repairs to coronary bypasses, those are used to assist surgeons, not replace them. This new research marks progress toward robots that can operate more autonomously on very intricate, complicated tasks like suturing. The lessons learned in its development could also be useful in other fields of robotics.

“From a robotics perspective, this is a really challenging manipulation task,” says Ken Goldberg, a researcher at UC Berkeley and director of the lab that worked on the robot.  

One issue is that shiny or reflective objects like needles can throw off a robot’s image sensors. Computers also have a hard time modeling how “deformable” objects, like skin and thread, react when poked and prodded. Unlike transferring a needle from one human hand to another, moving a needle between robotic arms is an immense challenge in dexterity.

The robot uses a pair of cameras to take in its surroundings. Then, having been trained on a neural network, it is able to identify where the needle is and use a motion controller to plan all six motions involved in making a stitch. 

Though we’re a long way from seeing these sorts of robots used in operating rooms to sew up wounds and organs on their own, the goal of automating part of the suturing process holds serious medical potential, says Danyal Fer, a physician and researcher on the project. 

“There’s a lot of work within a surgery,” Fer says, “and oftentimes, suturing is the last task you have to do.” That means doctors are more likely to be fatigued when doing stitches, and if they don’t close the wound properly, it can mean a longer healing time and a host of other complications. Because suturing is also a fairly repetitive task, Goldberg and Fer saw it as a good candidate for automation.

“Can we show that we actually get better patient outcomes?” Goldberg says. “It’s convenient for the doctor, yes, but most importantly, does this lead to better sutures, faster healing, and less scarring?”

COURTESY OF KEN GOLDBERG

That’s an open question, since the success of the robot comes with caveats. The machine made a record of six complete stitches before a human had to intervene, but it could only complete an average of about three across the trials. The test wound was limited to two dimensions, unlike a wound on a rounded part of the body like the elbow or knuckle. Also, the robot has only been tested on “phantoms,” a sort of fake skin used in medical training settings—not on organ tissue or animal skin.

Axel Krieger, a researcher at Johns Hopkins University who was not involved in the study, says the robot made impressive advancements, especially in its ability to find and grasp the needle and transfer it between arms.

“It’s quite like finding a needle in a haystack,” Krieger says. “It’s a very difficult task, and I’m very impressed with how far they got.”

Krieger’s lab is a leader in robotic suturing, albeit with a different approach. Whereas the Berkeley researchers worked with the da Vinci Research Kit, a shared robotics system used for laparoscopic surgeries in a long list of operating rooms, Krieger’s lab built its own system, called the Smart Tissue Autonomous Robot (STAR). 

A 2022 paper on the STAR showed it could successfully put stitches in pig intestines. That was notable because robots have a hard time differentiating colors within a sample of animal tissue and blood. But the STAR system also benefited from unique tech, like infrared sensors placed in the tissue that helped tell the robot where to go, and a purpose-built suturing mechanism to throw the stitches. The Berkeley robot was instead designed to stitch by hand, using the less specialized da Vinci system. 

Both researchers have a laundry list of challenges they plan to present to their robot surgeons in the future. Krieger wants to make the robot easier for surgeons to operate (its operations are currently obscured behind a wall of code) and train it to handle much smaller sutures. 

Goldberg wants to see his lab’s robot successfully stitch more complicated wound shapes and complete suturing tasks faster and more accurately. Pretty soon, the lab will move from testing on imitation skin to animal skin.

Chicken is preferred. “The nice thing is you just go out and buy some chicken from the grocery store,” he says. “No approval needed.”

I went for a walk with Gary Marcus, AI’s loudest critic

Gary Marcus meets me outside the post office of Vancouver’s Granville Island wearing neon-coral sneakers and a blue Arc’teryx jacket. I’m in town for a family thing, and Marcus has lived in the city since 2018, after 20 years in New York City. “I just find it to be paradise,” he tells me, as I join him on his daily walk around Granville Island and nearby Kitsilano Beach. We’ve agreed to walk and talk about—what else—the current state of AI. 

“I’m depressed about it,” he tells me. “When I went into this field, it was not so that we could have a massive turnover of wealth from artists to big corporations.” I take a big sip of my black dark-roast coffee. Off we go. 

Marcus, a professor emeritus at NYU, is a prominent AI researcher and cognitive scientist who has positioned himself as a vocal critic of deep learning and AI. He is a divisive figure. You might recognize him from the spicy feuds on X with AI heavyweights such as Yann LeCun and Geoffrey Hinton. (“All attempts to socialize me have failed,” he jokes.) It is on walks like this that Marcus often does most of his tweeting.

This week has been a big news week in AI. Google DeepMind launched the next generation of its powerful artificial-intelligence model Gemini, which has an enhanced ability to work with large amounts of video, text, and images. And OpenAI has built a striking new generative video model called Sora that can take a short text description and turn it into a detailed, high-definition film clip up to a minute long. AI video generation has been around for a while, but Sora seems to have upped the ante. My X timeline has been flooded with stunning clips people have generated using the software. OpenAI claims that its results suggest that scaling video generation models like Sora “is a promising path towards building general purpose simulators of the physical world.” You can read more about Sora from Will Douglas Heaven here. 

But—surprise—Marcus is not impressed. “If you look at [the videos] for a second, you’re like, ‘Wow, that’s amazing.’ But if you look at them carefully, [the AI system] still doesn’t really understand common sense,” he says. In some videos, the physics are clearly off, and animals and people spontaneously appear and disappear, or things fly backwards, for example. 

For Marcus, generative video is yet another example of the exploitative business model of tech companies. Many artists and writers and even the New York Times have sued AI companies, claiming that their practice of indiscriminately scraping the internet for data to train their models violates their intellectual property. Copyright issues are top of Marcus’s mind. He managed to get popular AI image generators to generate scenes from Marvel movies or famous characters such as the Minions, Sonic the Hedgehog, and Darth Vader. He has started lobbying for clearer rules on what goes into AI models.  

“Video generation should not be done with copyrighted materials taken without consent, in systems that are opaque, where we can’t understand what’s going on,” he says. “It shouldn’t be a legal thing. It’s certainly not an ethical thing.” 

We stop at a scenic spot. It’s a beautiful route, with views of the city, the mountains, and the beach. A speckle of sun hits the peak of a mountain just across the bay. We could not be further away from Silicon Valley, the epicenter of today’s AI boom. “​​I’m not a religious person, but these kinds of tableaux … just continue to blow my mind,” Marcus says. 

But despite the tranquility of the surroundings, it is on walks like this that Marcus often uses X to rail against the power structures of Silicon Valley. Right now, he says, he identifies as an activist. 

When I ask him what motivates him, he replies without missing a beat: “The people who are running AI don’t really care that much about what you might call responsible AI, and that the consequences for society may be severe.” 

Late last year he wrote a book, called Taming Silicon Valley, which is coming out this fall. It is his manifesto on how AI should be regulated, but also a call to action. “We need to get the public involved in the struggle to try to get the AI companies to behave responsibly,” he says. 

There are a bunch of different things people can do, ranging from boycotting some of the software until people clean up their act to choosing electoral candidates around their tech policies, he says. 

Action and AI policy are needed urgently, he argues, because we are in a very narrow window during which we can fix things in AI. The risk is that we make the same mistakes regulators made with social media companies. 

“What we saw with social media is just going to be like an appetizer compared to what’s going to happen,” he says. 

Around 12 000 steps later, we’re back at Granville Island’s Public Market. I’m starving, so Marcus shows me a spot that serves good bagels. We both get the lox with cream cheese and eat it outside in the sun before parting ways.  

Later that day, Marcus would send out a flurry of tweets about Sora, having seen enough evidence to call it: “Sora is fantastic, but it is akin to morphing and splicing, rather than a path to the physical reasoning we would need for AGI,” he wrote. “We will see more systemic glitches as more people have access. Many will be hard to remedy.” 

Don’t say he didn’t warn you. 

_______________________________________

DEEPER LEARNING

A new satellite will use Google’s AI to map methane leaks from space

A methane-measuring satellite will launch next month that aims to use Google’s AI to quantify, map, and reduce leaks. The mission is part of a collaboration with the nonprofit Environmental Defense Fund, and the result, they say, will be the most detailed portrait yet of methane emissions. It should help to identify where the worst spots are and who is responsible.

Putting methane on the map: With methane responsible for roughly a third of the warming caused by greenhouse gases, regulators in the US and elsewhere are pushing for stronger rules to curb the leaks that spring from oil and gas plants. MethaneSAT will measure the plumes of methane that billow invisibly from oil and gas operations around the globe, and Google and EDF will then map those leaks for use by researchers, regulators, and the public. Read more from our new AI reporter James O’Donnell. James will cover the intersection between AI and hardware, such as robotics and chips. 

_____________________________________________________________________

BITS AND BYTES

Is AI going to change how we define videos? 

Systems like OpenAI’s Sora don’t make recordings. They render ideas. Does it matter that they’re not real? (New Yorker)

Early adopters of Microsoft’s AI bot are wondering if it’s worth the money

Testers have had it in their hands for six months now, and the results are mixed, to say the least. (WSJ)

The White House will spend $1.5 billion on a new chip factory

The massive grant, part of the CHIPS and Science Act, will help the US establish a homegrown supply for some of the most critical components of modern life. (WP)

AI hype has echoes of the telecom boom and bust

When a chief executive asks for trillions, not billions, when raising funds you know a sector might be getting a bit too hot. (FT)

Transforming document understanding and insights with generative AI

At some point over the last two decades, productivity applications enabled humans (and machines!) to create information at the speed of digital—faster than any person could possibly consume or understand it. Modern inboxes and document folders are filled with information: digital haystacks with needles of insight that too often remain undiscovered.

Generative AI is an incredibly exciting technology that’s already delivering tremendous value to our customers across creative and experience-building applications. Now Adobe is embarking on our next chapter of innovation by introducing our first generative AI capabilities for digital documents and bringing the new technology to the masses.

AI Assistant in Adobe Acrobat, now in beta, is a new generative AI–powered conversational engine deeply integrated into Acrobat workflows, empowering everyone with the information inside their most important documents.

Accelerating productivity across popular document formats

As the creator of PDF, the world’s most trusted digital document format, Adobe understands document challenges and opportunities well. Our continually evolving Acrobat PDF application, the gold standard for working with PDFs, is already used by more than half a billion customers to open around 400 billion documents each year. Starting immediately, customers will be able to use AI Assistant to work even more productively. All they need to do is open Acrobat on their desktop or the web and start working.

With AI Assistant in Acrobat, project managers can scan, summarize, and distribute meeting highlights in seconds, and sales teams can quickly personalize pitch decks and respond to client requests. Students can shorten the time they spend hunting through research and spend more time on analysis and understanding, while social media and marketing teams can quickly surface top trends and issues into daily updates for stakeholders. AI Assistant can also streamline the time it takes to compose an email or scan a contract of any kind, enhancing productivity for knowledge workers and consumers globally.

Innovating with AI—responsibly

Adobe has continued to evolve the digital document category for over 30 years. We invented the PDF format and open-sourced it to the world. And we brought Adobe’s decade-long legacy of AI innovation to digital documents, including the award-winning Liquid Mode, which allows Acrobat to dynamically reflow document content and make it readable on smaller screens. The experience we’ve gained by building Liquid Mode and then learning how customers get value from it is foundational to what we’ve delivered in AI Assistant.

Today, PDF is the number-one business file format stored in the cloud, and PDFs are where individuals and organizations keep, share, and collaborate on their most important information. Adobe remains committed to secure and responsible AI innovation for digital documents, and AI Assistant in Acrobat has guardrails in place so that all customers—from individuals to the largest enterprises—can use the new features with confidence.

Like other Adobe AI features, AI Assistant in Acrobat has been developed and deployed in alignment with Adobe’s AI principles and is governed by secure data protocols. Adobe has taken a model-agnostic approach to developing AI Assistant, curating best-in-class technologies to provide customers with the value they need. When working with third-party large language models (LLMs), Adobe contractually obligates them to employ confidentiality and security protocols that match our own high standards, and we specifically prohibit third-party LLMs from manually reviewing or training their models on Adobe customer data without their consent.

The future of intelligent document experiences

Today’s beta features are part of a larger Adobe vision to transform digital document experiences with generative AI. Our vision for what’s next includes the following:

  • Insights across multiple documents and document types: AI Assistant will work across multiple documents, document types, and sources, instantly surfacing the most important information from everywhere.
  • AI-powered authoring, editing, and formatting: Last year, customers edited tens of billions of documents in Acrobat. AI Assistant will make it simple to quickly generate first drafts, as well as helping with copy editing, including instantly changing voice and tone, compressing copy length, and suggesting content design and layout options.
  • Intelligent creation: Key features from Firefly, Adobe’s family of creative generative models, and Adobe Express will make it simple for anyone to make their documents more creative, professional, and personal.
  • Elevating document collaboration with AI-supported reviews: Digital collaboration is how work gets from draft to done. And with a 75% year-over-year increase in the number of documents shared, more collaboration is happening in Acrobat than ever. Generative AI will make the process simple, analyzing feedback and comments, suggesting changes, and even highlighting and helping resolve conflicting feedback.

As we have with other Adobe generative AI features, we look forward to bringing our decades of experience, expertise, and customers along for the ride with AI Assistant.

This article contains “forward-looking statements” within the meaning of applicable securities laws, including those related to Adobe’s expectations and plans for AI Assistant in Reader and Acrobat, Adobe’s vision and roadmap for future generative AI capabilities and offerings and the expected benefits to Adobe. All such forward-looking statements are based on information available to us as of the date of this press release and involve risks and uncertainties that could cause actual results to differ materially. Factors that might cause or contribute to such differences include, but are not limited to: failure to innovate effectively and meet customer needs; issues relating to the development and use of AI; failure to realize the anticipated benefits of investments or acquisitions; failure to compete effectively; damage to our reputation or brands; service interruptions or failures in information technology systems by us or third parties; security incidents; failure to effectively develop, manage and maintain critical third-party business relationships; risks associated with being a multinational corporation and adverse macroeconomic conditions; failure to recruit and retain key personnel; complex sales cycles; changes in, and compliance with, global laws and regulations, including those related to information security and privacy; failure to protect our intellectual property; litigation, regulatory inquiries and intellectual property infringement claims; changes in tax regulations; complex government procurement processes; risks related to fluctuations in or the timing of revenue recognition from our subscription offerings; fluctuations in foreign currency exchange rates; impairment charges; our existing and future debt obligations; catastrophic events; and fluctuations in our stock price. For a discussion of these and other risks and uncertainties, please refer to Adobe’s most recently filed Annual Report on Form 10-K and other filings we make with the Securities and Exchange Commission from time to time. Adobe undertakes no obligation, and does not intend, to update the forward-looking statements, except as required by law.

This content was produced by Adobe. It was not written by MIT Technology Review’s editorial staff.