Artificial intelligence and machine learning are stepping into the spotlight alongside things like cloud computing and the Internet of Things to play a leading role in digital transformation.
By 2019, 40% of global digital transformation projects will use AI services, IDC (News - Alert) estimates. And it believes that 75% of enterprise applications will use AI by 2021.
AI can change the way business works by automating certain aspects of call center and other customer service processes. It can predict what will happen next, so businesses can prepare for the future. It can prepare resources so, for example, meeting rooms are ready to certain individuals. And it can serve up recommendations to support things like marketing and maintenance efforts.
“Artificial intelligence is already transforming enterprises by increasing worker efficiency and productivity, delivering better customer experiences, and uncovering new revenue streams,” Forrester (News - Alert) notes in a November 2017 study commissioned by Genesys. “This transformation has extended to customer service, as companies increasingly leverage AI capabilities to interface directly with customers and handle a variety of simple, repetitive requests.”
Speaking of Genesys (News - Alert), the company in May introduced its Genesys Predictive Routing solution, which employs AI technology. “Through AI, Predictive Routing builds models from aggregated customer profiles based upon favored communication channel, product(s) purchased, past service requests, recent transaction activities, etc.,” the company explains. “This combines with employee profiles such as tenure, knowledge, skills, interaction history and business outcome data, to predict the optimal customer-employee match for the desired result.”
This is just one example of how AI is impacting the future of work.
AI and machine learning can also help businesses and communications services providers more efficiently manage, monitor, plan, and secure their networks. New AIOps solutions and adaptive and intent-based networks will allow for that.
By 2022, 40% of all large enterprises will combine big data and machine learning functionality to support and partially replace monitoring, service desk and automation processes and tasks, according to an August 2017 Gartner (News - Alert) study on AIOps. That’s up from 5% today.
TMC, the publisher of this article, will be staging a handful of events focused on the above-mentioned topics. The Adaptive & Intent-Based Expo, AIOps Expo, the Future of Work Expo, and The New Intelligence will take place Jan. 30-Feb. 1 in Fort Lauderdale.
Edited by Maurice Nagle