Artificial Intelligence

Artificial Intelligence (AI) and Machine Learning (ML) are fast becoming important pillars of many organisations’ digital transformation strategies.

The increasing use of chat-bots, recommendation engines and tools for predicting and preventing cyber-attacks are typical examples of AI and ML's impact on the market.

The largest driver behind AI within business is the possibility of multitasking. AI can handle routine, easy tasks and queries, allowing employees to focus on more important and pressing areas of the business, department, or role.

As organisations start to use AI for multitasking, they will become more efficient and move ahead of the competition. Those who do not adapt risk being left behind.

Here are our 3 top areas where we found that organisations are starting to invest in AI:

1. Customer Service

Automating customer service can result in faster response times for the customer and lower costs for the organisation. Chat is now becoming popular for customer service requests, especially in generations Z and Y, so it can be an obvious place to start. With chat, you can also integrate AI to semi-automate requests.

For example, you may greet the customer initially via automation, and after information gathering, pass to a live representative for the solution and then perhaps automate the solution chat to the customer.

2. Information Technology and Data Security

AI and ML can be used to help mitigate external threats by providing solutions to complicated threats that can change and adapt over time. As crime migrates more online and customers are taking notice of where their data is stored; IT and Data Security are becoming ever more important.

3. Business Management and Finance

Using your internal data, AI can recommend (and implement, if necessary) business decisions based on parameters you set. This could include scheduling customer meeting priorities based on account performance or providing financial predictions based on analytics and behaviours. Many tools and add-ons to existing business and finance packages allow for these efficiency savings.