ARTIFICIAL INTELLIGENCE – (AI)
ARTIFICIAL INTELLIGENCE WILL BE ONE OF THE MOST DISSEMINATED TECHNOLOGIES IN THE WORLD
DINAMO NETWORKS IS ALSO PREPARING WITH NEW DIGITAL IDENTITY SAFETY SOLUTIONS FOR THE ARTIFICIAL INTELLIGENCE UNIVERSE. AND SOON WE WILL HAVE MORE NEWS FOR YOUR COMPANY.
IA technology will raise the standard of care of companies towards their clients
According to studies released by leading market consultants, Artificial Intelligence will be one of the most widespread technologies in the world by 2020. If by 2016, the term “IA” was not among the 100 most wanted on the Gartner site, it is now among the top seven . The consultancy estimates that in the next two years, Artificial Intelligence will be one of five investment priorities for more than 30% of CIOs. For Tractica, the market for AI products and services will grow to $ 36 billion by 2025 in various industries, with the goal of improving operations, reducing costs and engaging customers.
Currently, we can monitor the use of technology with the call centers of banks, telephone operators and retailers, among others, who have decided to focus on more intuitive interfaces and increasingly secure transactions. With the use of algorithms with cognitive ability, it became easier to follow the client’s journey and to know in depth his profile and what he really looks for from the company from which he contracted the services.
Manufacturers rely on Artificial Intelligence to enable their autonomous car designs, mainly in decision making from the data received from motion sensors, with speed and intelligence to send responses and take action in real time. The intelligent processing of captured data from transactions and events of multiple systems will also aid in the prevention, identification and combat of possible cyber attacks.
With this entire scenario, we believe that the AI will raise the standard of service of the companies with their clients, so that they obtain the information they want, with much less effort. The consumer, more connected and demanding, wants quick answers and immediate solution of their problems.
Artificial Intelligence can support all areas of the contact center to transform so that they have a complete view of the client, with the analysis of data. Today, call centers are a great reservoir of information generated by recordings, agent notes, and customer satisfaction surveys.
In contact centers, AI can replace the URA procedure by intelligent virtual agents; select the professionals that can best meet a specific customer profile with the help of Machine Learning and suggest, in real time, the next steps that the customer must follow to finish their question more efficiently and agile. All this is possible by delving deeply into previously untapped data, applying sophisticated algorithms to improve business operations across the organization.
By comparison, the Artificial Intelligence can be seen as a toolbox full of tools to be used throughout the organization, not just the contact center. To make the “toolbox” something useful is to rely on the data as input to be processed and shaped and ultimately generate the knowledge to move the decisions. Imagine what your organization can do with this extremely focused and detailed information. If you’re not already working on a robust Big Data and AI program, know your competitors are.
Artificial Intelligence will certainly play a critical role in the future of contact centers and business operations worldwide. The possibilities are huge and intriguing. The earlier you understand the benefits this technology can bring to your business, the better you will act in this rapidly evolving scenario to ensure more competitiveness and exponential growth.
SOURCE: * Ingrid Imanishi is NICE’s Advanced Solutions Manager
