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How Artificial Intelligence Can Make The Difference For Customer Service

Scaremongering articles about artificial intelligence (AI) are easy to find, generating fear about job-losses in many sectors, particularly in customer-service. The reality however, may be more exciting than frightening, with the technology freeing customer-service agents from drudgery and boosting the role they play in the consumer journey. There certainly is no alternative to AI-adoption unless as a business you are happy to lose out to competitors. Today’s consumers are more demanding than ever and they will head elsewhere if you cannot give them fast responses and quick, effective solutions to their problems. So it is important to be on top of what is fast becoming an essential technology. Increase Staff-Efficiency By Using AI For Repetitive Tasks Recent advances in AI and natural lang...

Intelligent Apps Are Driving A Smarter Enterprise

Recent years have seen many of us warmly welcome into our homes the likes of Siri, Alexa, and Cortana. While these virtual personal assistants might feel like part of our family, the uptake of such technology and other Artificial Intelligence-infused smart apps has been somewhat slower in the workplace. But things are about to change. Rapidly expanding beyond the smartphone and home environment, this technology looks set to disrupt our working environment too. As a result of the strength of opportunity presented by the reach of this technology, Gartner has projected that by 2021, 40% of all new enterprise applications implemented by service providers will include AI technology. But to what end? Gartner envisages AI enterprise applications playing a transformative role in business efficienc...

What Do The Mars Rover And Identity Governance Have In Common?

The day has finally arrived. The advancement of technologies promised to us in books and movies about the future has become reality…sort of. In some instances, this reality looks like science fiction come to life and in others it is becoming a new topic to teach in business schools. The promises of artificial intelligence have been around for decades. Over the last few years, these advances have been directed at new industries and applications that weren’t even considered 20 years ago. Recently, an article was released on the application of artificial intelligence (AI) technology in the Mars rover Curiosity. In the article, they highlight the time savings and efficiency gains that scientists have experienced by utilising a machine learning program installed on the spacecraft. The story exp...

Software Failures: The Trillion-Dollar Opportunity

Software failures have been plaguing global organisations recently with the likes of the health sector, aviation and even the US Government’s prison service falling foul to major IT issues. In 2016 alone, software failures caused a loss of $1.1 trillion to businesses and with no sign of the problem abating, it is time for business leaders to pay attention to the main reasons behind IT system failures or risk financial loss and reputational damage. The most prevalent reasons behind software failures include: Cyberattacks Human error Legacy IT Power surges Software bugs Poorly tested software updates High volume of network traffic Recognising The Enemy As organisation’s IT systems increase in complexity, it is essential that quality assurance is prioritised above all else. Cybercriminals bro...

Communications Coming Full Circle: Are We Moving Back Into A Voice-First World?

With the wave of personal assistants, such as Siri, Cortana and Google Assistant, and new startups leveraging AI and analytics to build personal companions, it’s becoming clear we are moving toward a new voice-controlled relationship with technology. As we have already seen in the consumer market, it is all but a given that these voice-activation systems will eventually make it into the enterprise environment, as the potential benefits of these systems could be tremendous in simplifying and automating activities. Although it may be a long time before we see the full likenesses of “HAL” from “2001: A Space Odyssey”, the technology is already here that can improve the ways businesses operate. Lights, Camera, Action! Think how much easier it would be for a physician to just say “System: updat...

AI And Machine Learning: Predicting The Path To Success

Organisations face an array of challenges when attempting to manage and deliver optimal service whilst ensuring business efficiency. Artificial intelligence (AI) and machine learning can be utilised by businesses globally to finally wrangle the unwieldly and unpredictable, from traffic to weather. Let’s explore… Disruptions & Cancellations On sunny days, service appointments are around 30-40% more likely to be cancelled (and rescheduled) than on a day with ‘typical’ European weather. Weather, when it comes to field service, is a huge natural disruptor for job allocation, impacting both service levels and costs. So, with small weather changes affecting service operations around the UK, how can service providers automatically rearrange their workplan when a sunny day occurs and can...

The Data Analytics Tools That Businesses Can Use Now

Business analytics are a core component of digital transformation projects today. Yet advances in analytical technologies are at differing points along the continuum of market readiness for actual use. Big data, artificial intelligence and the Internet of Things are still largely unexplored areas for most companies. Therefore, it’s critical leaders understand the difference between mature trends that can be applied today and those that are still taking shape. One example is artificial intelligence, of which encompasses machine learning and deep learning. Both can theoretically be used to optimise processes as well as improve text, speech and image recognition, and data security. But not every company has the scale or business model to benefit from this high-level form of analytics. General...

Does AI Make You WannaCry?

Almost every day we see or hear about major cyber-security threats and software issues that have serious repercussions on the daily running of society. The recent WannaCry ransomware attack brought the NHS to its knees in May and rendered the digital capability of the NHS useless. Shortly after this, a system collapse, suggested to have been caused by human error, also brought British Airways to its knees and meant the company had to take the drastic action of cancelling all its flights for almost 24 hours. But, of course, we have been watching these types of catastrophic digital downfalls play out in movies and TV shows for years – computers malfunction, software goes rogue and hackers infiltrate the deepest realms of government, business and our private lives. Life Imitates Art Pro...

Why IoT, Big Data And AI Will Transform Your Business

To keep up with the competition, businesses must bring themselves up to date with modern technologies. Some however, are taking it a step further and using a number of technologies in tandem with others, to establish a stronger force. One example of this is the holy tech trinity – formed of the Internet of Things (IoT), Artificial Intelligence (AI) and Big Data – and it is quickly becoming the combination surpassing all others. Over the last decade, together they have made significant impact across a countless number of industries, empowering the exponential boom of insight, innovation and evolution framing modern business. Yet, it is startling to note that many businesses are only skimming the surface when it comes to understanding what this tech trinity can offer. This is par...

Should Marketers Fear Artificial Intelligence?

I remember reading a story recently about how the most advanced jets have outpaced the ability for a human pilot to operate them. A similar story is becoming apparent within the marketing industry, as the advancement of technology has evolved consumer expectations to a point where marketers are challenged to keep up the pace amidst all the complexity. As a result, there are three main drivers that are powering the adoption of artificial intelligence and machine learning in marketing: The complexity of the new marketing challenge: The number of channels, the sheer volume of data, the fragmentation of the tech stack, and the unpredictable nature of the buyer’s journey. The need to process all this in real time: to make decisions about offers, personalisation and context in milliseconds, lett...

Why AI Is Set To Disrupt The Recruitment Sector

The initial excitement caused by the potential of AI has been dampened in recent years by the fear that new technology could result in the loss of millions of jobs as the growth of robots, virtual assistants and automated processes will see humans become expendable. However, despite the expected mass unemployment, companies are actually turning to AI to help hire new staff with AI providing insights beyond CVs and professional experience and into candidates’ ‘lives’. IHG recently started using AI and predictive analytics to find similarities between top-performing staff and potential employees. Some companies are even using computer vision to analyse facial expressions in interviews to understand candidate in even more detail and see how they may fit in with teams in the organisation. AI w...

Machine To Machine: Where Will That Leave Us?

Why do we encourage our children to meet people from other cultures? People pay lip-service to the idea that travelling, or at least communicating, internationally can broaden the mind, and be an important part of any education. But in any large multicultural mix there is also a tendency for “birds of a feather to flock together”, as people gravitate to a group that “speaks their own language” – both in the literal sense but also in the sense of sharing similar cultural constructs and beliefs. People who resist information technology – for example, those who still prefer putting pen to paper – often object to the ridiculous abuse of language that computer communication forces on the user. For example: the portmanteau word “username” appears on-screen without any question mark, and we are e...