Network consulting and deployment engineer at Purple Magpie by day, but when the time comes – instructor of Extreme Networks certified courses. In the second part of our interview with Tomek Sroczynski, one of our Extreme Heroes, we talk about AI, automation, and… customer relations :)
Machine learning and AI – are companies ready for this? How is it going to influence employment, can the human factor really be eliminated? Is it really effective? Will machines be less reliable in the context of system support?
I hope that the acronym AI/ML will not be “spoilt” by the omnipresent hype and marketing, as it happened in the case of blockchain, IoT or previously SDN. The development of artificial intelligence systems, supported by machine learning, became justified together with the progressive, constant development of technology and computing power. Such a phenomenon may contribute to automation in areas that have been difficult to automate so far, especially because of the complexity of processes or the complexity of the mathematical models underlying some phenomenon in the IT world. We might even see machinery rebellion. ;) I’m very curious to see what applications will develop for these mechanisms in the future.
Can the human factor be eliminated completely?
It’s a matter of dispute. In my opinion, some professions will disappear even without AI/ML. For instance, salesman service in the era of self-service cash registers, automatic basket scanning systems and debiting the customer’s account. But even if this happens, professions related to creating, testing, operating and supporting these systems are going to appear. Even today, at the self-service cash registers mentioned before, there is human support available close at hand. In some areas, AI/ML can help people but it can’t replace them because of the value of interpersonal relationships and the importance of building them for the sustainable development of the human psyche. Advisers in the glasses shop can be a trivial example. There, the system, on the basis of input data, can give a hint to the assistant which frames to suggest to the customer based on face analysis or likes on social networks (“show me what you like, and I’ll tell you who you are”). Until social isolation becomes a civilisational pandemic, the customer is still going to feel treated better in such a store if a man comes to meet his needs and not a tablet with a handful of questions.
In the context of AI/ML development, what risks do you see in the human-machine relationship?
Potential disappearance of the ability to critical thinking and put two and two together. Children seem smart because they can instantly grasp how to use a tablet and they learn modern technologies like a shot, and at the same time it seems that they act like “processors”: a problem appears, I process it, there is a solution. Less creativity, less reflection, less empathy – fostered by the general accumulation of stimuli and information overload that each of us experiences today. Machines should not completely release us from thinking because an unused organ simply dies. I'm afraid that a middlebrow comedy “Idiocracy” might depict our future… And not in 500 years, as suggested by its plot. ;)
Do you often, as a consultant, “guide” the customer through the infrastructure of offered solutions? Or do you maybe show proactive attitude more often? In which situation do you feel better?
It depends on the interlocutor’s character. I happened to act in both ways. Of course, it’s most convenient when the client directly says what he needs and we give it to him. I happened to obtain a specific need from a customer to implement a function in his network, and then I developed a few possible directions of change for him that became the basis for further discussion and invaluable help in making the final decision. It’s possible but rather at the stage of ongoing co-operation. Rarely while acquiring new customers. Even if the customer tells us directly what he needs, it may turn out that he did not mention something or wasn’t aware of some aspect. I don’t feel to be a trader but I would try to use the developed model of questions and anchor points in such a situation to make it possible to start a conversation, encourage people to share their experiences and recognise the needs. Then, guiding the customer through the proposed solutions is accepted much better because the presentation refers to their own needs, their own words. We don't waste time for a three-hour demo “from cover to cover”, when the interlocutor is only interested in solving his problem with roaming or WLAN security. Such a personalised message also shows our greater commitment in the relationship.
You are a certified Extreme instructor. What is your nicest memory related to knowledge transfer? What situation do you remember as the most interesting one?
There have been a couple of such situations for several years of carrying out training. :) I once visited a training session of engineers from a country with an interesting history. Both history of development and great battles, and also history of delicacies with centuries-old recipes. I started the ball rolling about one of them “in between slides”. The guests offered to send me this delicacy to taste it. I was really surprised when a huge bag appeared in my room after a while, full of many other delicacies and sweets too. I enjoyed eating them with my family for a couple of weeks! I had to give as good as I got, of course… ;) At another training, there was this participant who had worked with computer networks for 35 years, so he had started even earlier than my parents met… A huge fan of the mechanism of policies on Extreme switches and the XMC/EAC/EAN trio. After one of the lunch breaks, I decided to do a short interview with him. I asked him a few questions about his opinion on certain aspects of network design. It would be a pity not to get inspired by his vast knowledge and experience!
Has anything ever surprised you?
For these few years of carrying out training, I have met engineers from several dozen companies and institutions. One time only, the participants could not use the RDPP protocol to get access to some training resources. What's more, they couldn't use AnyDesk or install TeamViewer either. E-mails with attachments got lost in the void and I also sent the links to Dropbox or Google Drive in vain – applications blocked. I had to sweat a lot so that they could get everything they needed and related to the training. What makes the case “unusual” is that they were network administrators and persons responsible for network monitoring (NOC). They didn't have admin rights in their own computers. All in all, I don't know which aspect was more unusual – a network administrator without administrator rights on his own company laptop, or that it was a case of only one company in tens… :D
Do you feel like a hero at work sometimes? :)
Customers and partners sometimes don’t spare nice words to me. Although I filter it inside so as not to let that go to my head too much, I do feel sometimes that I did a good job. Yet endorphins don’t work long because I soon start to analyse what can be done better. ;) I was also rewarded from an unexpected side, that is Extreme itself. Although Extreme Networks is the only producer I work with in training, implementation and consulting, I was surprised by my qualification to their ExtremeHero programme. I’m very pleased to be in the group of seasoned engineers with who we can exchange knowledge and experience on topics related to both portfolio of Extreme and the one generally associated with ICT networks. The programme motivates me to keep on developing and provides its active support through the opportunity to establish interesting relationships with other engineers from all over the region. I also used to be convinced that Senior Engineers, especially those from abroad, can only be addressed in the case of major projects and with permission of a higher instance – under no circumstances directly and independently! But when you are at an Extreme Hero meeting, everyone is in sight, you can talk to anyone and ask in more detail… You can’t deny either that “Extreme Hero” can add value when the customers want to be sure that they’re talking to an engineer who knows his stuff. ;)