Ahead of SITS Netherlands, we sat down with Catholijn Jonker, professor of Artificial Intelligence, Hybrid Intelligence, and Explainable AI across TU Delft, VU Amsterdam, and Leiden University, to find out what she’ll be sharing on stage and what’s driving her thinking right now, from AI adoption to the future of the service desk.
You say AI often fails to deliver the ROI it promises. What’s the biggest reason you see for that gap?
If AI is used to automate work, then so does your competitor.
If AI cannot do the work reliably, it takes more time to find the mistakes and correct them, then to do the work yourself.
You cannot automate work that requires the implicit knowledge of your employees.
Hybrid Intelligence was built by researchers from 7 Dutch universities. What was it like bringing that many institutions together on one approach?
It is fantastic! We are now working closely together with so many researchers interested in Hybrid Intelligence and are making great steps forward! That collaboration is funded for ten years! Unbelievable, how rich that is!
You’ve had an extraordinary career, from a knighthood to the ACM/SIGAI Research Award. What achievement means the most to you personally?
Actually both mean the world to me. The knighthood I see as a recognition for trying to help, coach, train and inspire people that I meet at work. Things that I just do, without expecting anything in return, just a happy smile here and there. The research award is humbling as it is recognition from my peers for the research that I do, people that I hold in the highest regard.
What are you most looking forward to about speaking at SITS NL?
A chance to meet new people, also interested in what future we can create together, and what role AI can play in that future.
To be inspired by the reactions from the audience.
What’s one thing you hope people take away from your session?
That creating Hybrid Intelligence with people and AI will bring ROI and is inspiring.
What’s your best tip for someone visiting SITS NL for the first time?
Have an open mind, just soak up knowledge and information, and meet new friends and colleagues.
The SITS – Service Desk & IT Support Show Netherlands is taking place at Jaarbeurs Utrecht on 22 September. Secure your ticket here.