By Hugh Khan, Chief Technology Officer, Intelligent Banking Solutions
If you’ve ever used Carmen, our AI digital concierge within the SAFIRE-IQ platform, you’ve likely noticed that she is helpful, but not all-knowing. That is entirely by design.
Disconnected Intelligence
Disconnected intelligence refers to the idea that artificial intelligence is not one singular, all-knowing entity. Instead, it consists of a network of smaller, purpose-driven components that operate independently within specific areas.
Carmen is not a single AI entity overseeing your entire organization. She is a collection of intelligent agents, each designed to handle a specific task within the platform. For example, the version of Carmen that helps filter a worklist is not the same as the one that assists with troubleshooting a data import.
Carmen functions as a network of secure, specialized tools that each serve a distinct purpose.
Built for Trust, Safety, and Scalability
There are several benefits to this decentralized approach.
– It promotes safety. Each version of Carmen is limited in scope, which reduces risk and prevents overreach.
– It builds trust. Users can be confident that Carmen operates only within her defined responsibilities.
– It supports scalability. We can continue to add new capabilities without creating a complicated or unwieldy system.
In practice, this means Carmen is available when needed and unobtrusive when not. She supports the user experience without overwhelming it.
Disembodied Intelligence
Carmen is what I would describe as disembodied intelligence. She is not a robot and does not perceive the world through human senses. That level of embodiment is a future possibility, but not our current reality.
Even so, Carmen has a meaningful impact today.
Right now, disembodied AI is helping real institutions solve complex challenges. It can interpret large amounts of data, surface valuable insights, and reduce the emotional burden often associated with collections and other difficult areas of banking.
This kind of support is significant, even without a physical presence.
Designing AI with Purpose and Boundaries
At Intelligent Banking Solutions, our goal is to make AI practical, responsible, and human-centered.
Carmen does not need a physical form to be effective. What she needs is a clear purpose, strong boundaries, and a secure environment in which to operate.
We have provided her with all of that.
And we are just getting started.
