AI bots will power 85% of customer service interactions by 2020
I’m not going to start with the cliché that Robots are going to take over the world – well not yet – however the role of artificial intelligence has developed significantly from playing chess on MSN. We have seen this mainly in the consumer space so far with the launch of services like Siri and Alexa, however, this is only the beginning.
The role of artificial intelligence is changing significantly in the business world and is aiding digital transformation in many industries & verticals. From Manufacturing to Healthcare there is now a genuine need for ‘bots’ in the daily lives of employees. When I refer to bots, this is much more than holding a simple conversation, instead a sophisticated set of algorithms that with machine learning can understand and interpret the world around them. This is a great way of utilising big data in a productive way to solve real business scenarios. This is demonstrated by the likes of Uber using AI and Cognitive Services with Real Time ID Check to identify their driver’s identities to their customers to bring them peace of mind.
Bots can be utilised in many ways with organisations like SkyScanner recommending holiday destinations or StubHub helping you find concert tickets. However, these could be used as intuitive knowledge banks for customers on product information or diagnosing situations before the requirement for human intervention. The possibilities are endless as to what these technologies can achieve all harnessing the power of Microsoft Cloud.
Microsoft Azure and Dynamics 365 are backbone for these technologies providing the knowledge bank and compute power to run the bots. However, it goes much further than this with PowerBI and Cortana Analytics providing the business intelligence which makes AI a powerful tool in business.
I’m not saying bots will take over the world however they will play a big part in changing its future.
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