Adrian Swinscoe is a best-selling author, speaker and consultant on customer experience. He has just contributed an article to Forbes.com which argues that whilst Elon Musk and Mark Zuckerberg are in a war of words regarding the dangers of artificial intelligence (AI), there is a more micro level challenge facing firms that are using AI technology right now.

He supports an argument put forward by Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, during a keynote speech at Pegaworld that took place in June this year.

[Note: You can watch Rob’s keynote here and here is a link to a follow up discussion that Adrian conducted with Rob for a podcast.]

Check out Adrian's thoughts on why  companies need to make conscious choices about what type of AI technology they want to use (Transparent or Opaque), how they use it and when to use it.