This is not a problem, as everyone goes at their own pace and it is up to us to want to understand this technological change. If you are feeling a bit lost, now is a good time to start and discover how AI can be a tool to improve our lives and enhance what we already do. The key is to stop asking ‘What will AI do for me?’ and start asking ‘How can I make AI improve my day-to-day life, my work and my productivity?’. That change in mindset is the first step to integrating AI effectively and making it an ally in our life and work.
Breaking down the levels of AI
The evolution of AI has been classified into levels to better understand its capabilities and applications. Here is a brief description of each of these levels:
Level 1 – Chatbots
At this initial level we find chatbots, tools that respond to specific queries with programmed responses. Their conversational capacity is limited, as they follow predefined rules. A typical example would be a customer service chatbot that answers questions about shop hours or products, following a fixed script and providing direct answers.
Level 2 – Reasoners
At this level, AI goes a step further and can provide answers to more complex questions, helping to solve problems in a practical way. Although some experts insist that AI ‘does not reason’ in the human sense, its ability to analyse data and provide solutions to real problems is very close to this concept. These reasoners can help find quick and accurate answers to problems we face every day
Level 3 – Agents
Agents are more advanced systems that, thanks to prior human training, have the ability to make autonomous decisions and perform complex tasks more independently. Although they act proactively, it is essential to remember that these agents were previously trained by humans to achieve this level of autonomy and precision. They can anticipate user needs and provide solutions before a problem arises.
Chatbots, assistants or agents
We often hear terms such as chatbots, assistants or agents and it can be confusing to differentiate between them, as their concepts are used interchangeably. However, each has a different scope and purpose.
For example, a chatbot is usually a basic tool that responds to specific questions with scripted answers, like an automated menu on a website. An assistant is more advanced and can interact in a more conversational way, helping with tasks such as scheduling appointments or recalling information. Finally, an agent is more sophisticated and autonomous, able to understand more complex contexts and make decisions, such as handling transactions or solving multifaceted problems.
Here is a practical example to help you better understand the difference in their functionalities and their impact. Imagine a customer facing problems with a cancelled flight:
- Chatbot: The customer asks ‘What time does my flight leave?’ and the chatbot replies, ‘Your flight has been cancelled. Please contact customer service for more details’.
- Virtual assistant: The customer says to the assistant, ‘My flight was cancelled, what can I do?’ The assistant understands the situation and offers options such as finding an alternative flight or cancelling the booking for a refund.
- Intelligent agent: The customer receives a proactive notification before having to ask: ‘We have detected that your flight has been cancelled. We have already found the best options to rebook you. You can choose between these alternatives or request a direct refund’.
The difference between these levels lies in the responsiveness and the way they anticipate the user’s needs. However, it is important to remember that all of this capability comes from prior training and design by humans.
Conclusion
As we can see, AI continues to advance and there is already talk of a possible level 5, where it could be able to perform even more complex tasks. But this does not mean that AI is entirely self-sufficient; and here the challenge we face is to continue to educate ourselves to have our own critical thinking and to be able to discern when and how we can improve and leverage its value as AI progresses through its different levels.
Humans do not need ‘levels’ like AI, but it is key that we develop our ability to learn, question and be critical. Understanding how AI can help us, whether as chatbots, assistants or agents, will allow us to make the most of its potential and improve processes in our day-to-day lives. It is about seeing AI as a tool that, when used well, will make us more productive and effective in our work, with us always being responsible for guiding its use and evolution in an ethical and responsible way.
