The use of Artificial Intelligence (AI) in modern enterprises now involves much more than gathering data to better program computers for various tasks. It is changing the playing field, making AI a crucial component to help businesses grow and innovate.
Incorporating an overarching AI architecture is crucial to take businesses to the next level. Having a robust AI architecture will continue to fuel massive digital transformation within companies and Business sectors, especially when combined with other advanced technologies like natural language processing (NLP), automation, machine learning (ML) and more.
Organizations across industries know that customer experience is the foundation for Business success and critical to staying ahead of the competition. By optimizing conversations between people and automated systems, AI has augmented – not replaced – human capabilities to enhance the way businesses interact with their customers. To unleash AI’s true value for enriching customer experience and enhancing conversations, we must consider how this technology can be infused into existing business systems to build an AI architecture of the future.
Businesses have rapidly changed in the last year and a half, as the COVID-19 pandemic universally pushed the way we operate and communicate virtually by helping people stay connected while apart. This has prompted increased adoption of digital strategies, including the use of AI and automation, across a range of applications in a bid to ensure business continuity, deliver better outcomes and curate high-quality contactless experiences.
The next phase for businesses is to build a multi-layered AI architecture that integrates industry knowledge with cutting-edge technologies such as NLP, robotic process automation (RPA), ML and advanced analytics. When deployed across a cloud-based infrastructure, it can have a positive impact across multiple business functions including sales and marketing, customer service, operations, finance, human resources and more. With the foundational elements of conversational automation and AI in place, what comes next? How can we further develop AI and raise its potential to make our engagement and interactions with both people and machines even better?
Understanding emotion and interpreting video data is the next step towards smarter AI. The real future of AI will be integrating speech and facial expressions to understand the entire context of human conversations. When this happens, businesses will see an overall reduction in operational costs, increased revenues and improved efficiencies with the use of AI across the entire business.
International Data Corporation’s (IDC) Futurescapes predicts that, by 2022, at least 65% of Forbes’ Global 2000 companies will use NLP, ML and deep learning.
