AI – customer engagement threat or opportunity?
When it comes to discussing AI, there’s an emerging divide between those who think of Artificial Intelligence as a first step towards an inevitable global robot takeover - and those that accept that AI is fundamental to the success of our next generation of customer engagement systems.
According to Business Insider, everyone’s ‘freaking out’ about AI stealing jobs, while – according to new research – 46% of UK respondents actually still have no idea what AI is all about. So clearly there’s still a lot of education to be done!
From Sabio’s perspective we’re seeing real momentum behind AI at the moment – particularly from vendors such as Avaya that has recently introduced it’s A.I.Connect initiative to build on technologies such as Avaya Oceana and Avaya Breeze with AI and Machine Learning.
Additionally, having just completed yet another major Virtual Assistant deployment – this time for one of the UK’s leading IT service partners – we’re convinced that AI-enabled solutions such as Intelligent Assistants and messaging all have a key role to play in helping organisations to redesign how they engage with customers.
So do you see AI as potentially threatening your carefully-designed customer journeys, or have you already started to identify how AI and machine learning can help you deliver brilliant customer experiences?
In this week’s SabioSense we look at how facial recognition is beginning to streamline customer identification, and feature a Chinese e-commerce firm that’s using an AI-powered fashion consultant to drive customers back into stores. We’re also reporting on a new RBS robo-advice service, and examining how airports are tracking the physical location of our mobile devices to help streamline our in-terminal journeys.
- Are we entering a world of ubiquitous automated indentification? – a useful overview from The Week investigating how facial recognition technology is increasingly creeping into our lives.
- Chinese AI fashion consultant blurs line between online and offline retail – An Alibaba AI-powered ‘fashion consultant’ has helped to give consumers an incentive to visit brick-and-mortar stores as part of the e-commerce giants initiative to digitise the offline retail world.
- RBS says new robo-advice service illustrates customer demand for digital services – In launching its new ‘robo-advice’ investment service, is RBS offering a genuine digital solution or is the bank simply looking to lower its cost to serve?
- Tracking passenger devices to streamline airport journeys – Some airports are now tracking our mobile devices via MAC addresses to trace passenger in-airport routes and optimise staffing to reduce the risk of choke points.
