The Need for Data Provenance with AI
Microsoft is heavily investing in AI services, referred to as "Copilot," which can be seen in demo versions of products like Dynamics 365 Customer Service. Copilot can summarize cases, suggest email topics and content, and allow for plain English inquiries of the knowledge base via a chatbot. However, Microsoft admits that Copilot still requires human verification to ensure accuracy. Without data provenance, users may have to review entire cases to ensure the summaries are correct, which defeats the purpose of time-saving. Additionally, Copilot's action suggestions can be inaccurate and misleading, potentially angering customers or reinforcing unnecessary actions. Transparency and clear data provenance are essential for users to verify the accuracy of Copilot's summaries and recommendations.
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