Your Own Personal Assistant? It All Adds Up!
If you’re a highly paid CEO of a large multinational, then you probably already have a personal assistant taking care of your life, so you won’t need to read any further. If you’re not—and let’s face it you almost certainly aren’t—then imagine what life would be like if you did have such a personal assistant, your very own Jarvis.
For those who haven’ seen the Iron Man movies—also highly unlikely—Jarvis is Tony Stark’s artificial intelligence personal assistant. Jarvis takes over Tony’s life; there is really nothing Iron Man can do if Jarvis is down. Soon though we might all get the feeling of having a Jarvis of our own—and that’s because of companies wanting to achieve higher customer satisfaction (CSAT) scores.
Enterprises today are realizing that unless they are able to offer a singular, consistent experience to customers in this digital world regardless of modality of engagement—branch, voice, video, chat, SM or whatever—achieving a higher CSAT will always be a struggle. Today, most of these modalities (let alone all the new virtual reality gadgets and future ones) are still owned by different groups within the business, which have different strategies and technologies—and therefore deliver different experiences for the same person.
The fundamental problem is that all data—every person’s individual data—is siloed, and does not collate to help to drive a consistent profile of customers irrespective of how they choose to transact. That problem is being amplified by the minute as technology reaches an inflection point. There are already more connected devices than there are people on earth; by 2020 this will have tripled. And every single device coming online is generating additional data: some of it basic such as temperature or humidity levels, or more complex like stress levels of the human body. We are drowning in data lakes that require crunching, segmenting, and depositing in multiple lakes where we can apply logic. Hence the role of Business Intelligence: BI.
As these data lakes grow, business intelligence gives us the tools we need to design a unique data sculpture, for each and every one of us and our customers. Your data sculpture is made of bits and bytes that define who you are, your preferences, buying habits and patterns and every other aspect of you (or your customer), defined and redefined in real time—a dynamic DNA. From that data sculpture, companies will be able to understand everything about you—right down to when you are most likely to leave the lights on. And hence Data Analytics.
As we build data lakes that place you in your unique data structure, and apply analytics that predict what you will be doing next, we can now begin to build algorithms that predict patterns and outcomes, and take autonomous decisions on your behalf, just like Jarvis. With these algorithms, Jarvis, your new virtual assistant, will know when you are hungry, purchase the outfit you will wear for your upcoming gala dinner (you don’t need to approve that), and tell you to skip coffee at the end of the evening because the last time you drank coffee late, you had a sleepless night.
Your virtual assistant is only one of many outcomes of algorithms that we will soon be able to build to predict patterns and trends, and use in machine learning and autonomous decisions for devices from cars to robots and beyond.
How does this apply to CSAT scores? Artificial intelligence is starting to seed in pockets of our work and life environments. Before you get to your next promotion, you are likely to have a Jarvis of your own, whether you like it or not. Now look at it from your bank, hospital, school or retailer’s perspective: unless they have a Jarvis for you, their CSAT is not going upward anytime soon.
It took more than a century for scientists to confirm Einstein’s theory of relativity—but then, he was a genius. I’m certainly not claiming that status, but here is my theory: the inevitable outcome of combining Artificial Intelligence with Business Intelligence is an exponential record in your CSAT. Hence BI + AI = CX2™.