AI in 2017: the next step for enterprises

Artificial Intelligence in 2017: the Next Step for Enterprises?

Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017.

At Avaya we’re also taking a step into the AI arena and are working on a SaaS self-learning chatbot that businesses can use with all types of social media platforms to improve the customer service they offer. Part of our Avaya Oceana™ solution, it will be capable of holding intelligent conversations with customers, answering their queries, and resolving customer service issues. It works by leveraging self-learning artificial intelligence technologies to model customer language and dialogue interactions. As such it’s able to predict customer preferences and resolve problems—almost before the customer knows they have one.

One stat that really caught my eye in the IP Expo survey was the rise in concern around AI—32% of respondents claimed they are worried about AI replacing human jobs overall, with 19% admitting that they are more concerned about their own jobs being overtaken by a robot than they were a year ago.

Personally, I think these fears are largely unfounded. Yes, the AI revolution may potentially result in the loss of some jobs. However, the increasing use of AI will give way to new jobs, and most certainly new industries. What is more, there is one aspect in which AI will undeniably prove useful—freeing up our precious time.

Don’t believe me? Well let’s look at the Avaya chatbot as an example. It provides automation and analysis of customer interactions, delivering efficient self-service. This functionality isn’t making agents redundant—quite the opposite: it’s making them more valuable. Chatbots are increasingly being used to take away the menial tasks from agents, allowing them to focus on the human element that is so crucial to driving customer satisfaction and enabling them to provide better and warmer collaboration with their customers.

Ultimately though, there is one key element that will never change regardless of technological advancements: the customer. I believe AI will support this continued focus on the customer because it will enable agents to spend more time assisting customers in the best possible way—the personal way.

If you’d like to find out more about the impact of AI on businesses, or hear more about our new chatbot, please visit our stand at IP Expo on the 5th and 6th of October at London ExCEL.

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