Speaking with the CEO: Eric Kiehn
As founder of Stuart-based C&W Technologies since 1985, Eric Kiehn has witnessed massive leaps in the capabilities of computing over the decades. Holding multiple certifications in various technological disciplines, his background in computer programming, computer services and operations management has helped countless business owners develop solutions to streamline the functions of their companies.
From 11:30 a.m. to 1 p.m. Oct. 1, he’ll hold an informative session on Artificial Intelligence at Sandhill Cove, 1500 SW Capri Street, Palm City.
Already well acquainted with this fast-evolving technology, Eric is eager to help equip others with the familiarity and knowledge needed to put it to work on their behalf.
Highly engaged in the community and serving on numerous boards and committees, Eric also represents the Economic Council of Martin County on the Business Development Board.
A self-admitted geek who loves empowering others by demystifying technology and creating solutions for their businesses, Eric spoke with us about AI, including its growth rate, the fears it engenders and the possibilities it presents.
What inspired you to put on this event?
Mainly we wanted to make sure that small businesses, mid-sized businesses and individuals in general are aware of what is coming down the pike when it comes to AI and how important it is going to be for everyone in business to figure out how to use it and just become more aware of what it is. People hear all the buzz words, but many are still eager to learn more about what it does.
As an IT expert with a lot of experience in the field, you’ve probably been familiar with AI for a while now.
We started using it two years ago. The Fortue 500 guys were using it earlier. When Microsoft opened the floodgates last January by making it widely available, that made it more practical for small businesses to begin leveraging AI. We knew it was going to be a big thing, but it has really exploded since then. Now, it’s tremendously more effective and useful than it was.
Considering technology’s rapid pace of development—especially this technology—how do you make sure that the insights you’re sharing remain relevant?
Good question. With so many things happening every day, it’s tough to keep up with the AI revolution—especially if you don’t interact with it regularly. For us, it’s a matter of always updating what we learn and what we present. That spectrum of understanding is broad. Some people don’t know what AI can do for them. Others, even if they don’t really know it well but they are using it some, they’re steadily becoming more advanced. For those with that level of knowledge, we offer new and useful information that we’ve learned.
Can you give us some ways in which AI can benefit small businesses?
There are so many different ways that AI can be used. Look at AI as that extra hand in your office or business, like a professional assistant. It’s better at taking in calls and handling information. It can gather information quickly and efficiently.
Can you please expound on that?
Sure. So, we work with a number of restaurants and AI can help when people call to make reservations, ask what the special is that night or even what’s on the menu. That service offloads the staff to be more available to interact with guests. AI can take care of 90 percent of why people call a restaurant. Then that 10 percent that it can’t process can be handed off to a good old reliable human who can.
What are some other ways businesses can utilize AI?
It’s also able to provide good, solid insights into how your business is running or even what your competition is doing. People are using it to develop marketing campaigns. It can do an excellent job there. Or, you can use AI for your marketing and then take it to a professional to finish it off, saving tons of time.
There are quite a few fears and speculations about the directions AI might go. Are those fears warranted?
I think the fears are somewhat overblown. But that’s not to say there isn’t some cause for concern if not used appropriately. The level of AI hacking has gone up dramatically—and it’s getting more sophisticated. That’s a concern that has to be dealt with. As to the concern that it’s going to replace everyone’s jobs—that’s not going to be realized to the extent that people have fears about. AI is an assistant, and you still need a human to manage it. It can make some mistakes—some real doozies. So, you still need humans involved. There will be some changes. There will be some job shifts. But if you see it as an assistant, that can help tremendously.
When you see the positive, and all that can be done with it, and how you can implement it yourself, you lose some of that fear and see how AI can assist you and make your life better—then you won’t be worried that it can dominate everything you do. It may be involved with everything you do, but it doesn’t have to dominate.
It does sound like the hacking component poses a true threat, since it’s so convincing in seeming human when answering calls and taking reservations, it could no doubt come off even more so during a scam.
That’s one of the more difficult pieces. I saw AI reproduce a person’s voice that was on stage that mimicked them perfectly. You have to be more careful when something doesn’t sound too plausible. If it does sound plausible but you’re not sure, you need to verify it some other way.
That’s always good advice.
Yes. That’s something we need to do anyway.
Learn more about how the Business Development Board of Martin County supports local businesses at www.BDBMC.org
