Analysis

AI trends: Digital’s third wave

Tech experts have spoken on Artificial Intelligence-driven technology trends for 2018

Artificial intelligence is predicted to transition from customer experiences to the workplace in 2018.

This year, organisations will begin applying the lessons learned from these customer-facing AI capabilities into back-end processes, using the technologies to streamline and automate.

Companies in 2017 have tapped into power of artificial intelligence and machine learning to transform the customer experience.

How else will AI impact the industry?

Wilson Raj, global director of customer intelligence for SAS, sees AI playing a major role in the coming year, necessitated by the growth of data size. He believes the mariage of data and technology will establish well-informed and efficient customer interactions that benefits both customers and businesses.

The Third Wave of Digital Evolution

Brian Byer, VP of Business Development at Blue Fountain Media said that most companies have already achieved digital transformation.

He argued we are moving into the third wave of the digital evolution. The third wave is based on systems of intelligence (Cloud, IoT, AI, VR, AR).

By incorporating AI and integrations with systems of record, a consumer can now interface with a chatbot. For example, change their phone plan without having to wait on hold to speak to a human being who may not have the same instant access to information.

AI Tames Cloud Complexity

Joe Kinsella,CTO and founder of CloudHealth stated 2018 will be the year where machine learning and AI plays an essential role in managing cloud complexity. The results will be reduced costs, higher security and improved performance.

AI ROI

An IDC report stated that by 2019, 40 percent of digital transformation initiatives will use AI services.

In 2018, customer services will be improved due to AI as it automates more monotonous tasks, enabling employees to spend their time on tasks that create the most value for business.

Talking to Our Smart Homes

People are growing increasingly comfortable speaking to their devices. Therefore, the launch of more affordable devices like Google Home Mini as well as Alexa will only serve to increase that comfort level.

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