Unsurprisingly, a review into the UK’s Digital Strategy is set to formalise the government’s investment in cutting-edge technologies and aims to position the country as a pioneer in the field. There is certainly much fascination (and profit) surrounding AI across various sectors, however an anxiety remains over the future of AI and its impact on human jobs.
At the end of 2017 Gartner reported this troubling statistic: AI will create 2.3 million jobs by 2020 but eliminate 1.8 million. The polarising effect of the new technology is illustrated by a recent study on AI in France. There, the popular feeling towards AI is a mixture of curiosity, concern and excitement with 72% of individuals having an overall “positive” attitude towards the technology.
Inevitably, many businesses are now asking whether they should incorporate AI into their services.
AI has become a part of our everyday lives; whether we are compiling our shopping list with Amazon’s Alexa or quizzing a retail chatbot on delivery dates. The end user can experience more efficient and personalised services which in turn improves their overall relationship with the brand. Through machine intelligence businesses can develop richer customer insight; meeting and even exceeding the demands of consumers.
I believe that it is not a question of whether businesses should utilise AI, but how they use it.
AI has become the ultimate symbol of modernity in business. While many companies trialled AI in 2017 they also discovered that it is not a magic tool. Intelligent machines and robotics are building blocks which, integrated into processes and client pathways, allow businesses to boost productivity, performance and quality of service.
Improving customer service is a crucial objective for call and contact centres, which naturally makes them a key industry for employing AI services. In call centres, using intelligent conversational agents should inspire rather than create fear: the purpose of AI is not to replace employees but rather augment their capabilities. Adding intelligent voicebot services equips call agents with the means to better support customers and manage recurring requests.
Although there is still much concern surrounding AI and its long-term effects, it is nevertheless a technology which holds infinite possibilities. Ultimately, the key to capitalising on AI in business is incorporation: integrating these technologies into business processes to enrich human capacities. The result? Greater customer engagement, productivity and commercial impact.
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