Long before the breakthrough of artificial intelligence (AI) and robotic process automation (RPA), managing communication with clients was a rather simple task. Contacts were made telephonically, concerned users called the helpline about small issues and posted a letter whenever more details were necessary. No other touchpoints were employed. Another major difference compared to today was the extended period it took to solve the task. In former times, it was solely dependent on the company to decide the time span. This went on until the Internet pushed its way through. Thanks to digitization, the power has shifted and now the clients have their say! Consequently, customer service procedures were turned upside-down and had to be rethought.
Around the world, there are numerous jobs that require human beings, be it for creative or consulting tasks, or issues requiring intuition and contemplation. In these cases, AI software can only be helpful by diagnosing circumstances and supporting human labor. Experts are in agreement that cognitive software will influence modern digitization in a similar way to how steam engines impacted industrialization. According to the IDC, more than half of all company software applications will be equipped with artificial intelligence in the course of 2018.
As far as intellectuality and cognition are concerned, so-called ‘knowledge workers’ play key roles in modern enterprises. For knowledge workers, contributing to a successful business by forming and implementing their concepts is often considered a lifelong task. As analysts have predicted an increasing skills shortage for years to come, companies are trying their best to counteract any adverse effects. The ‘war for talent’ entails new ways of finding and keeping the necessary talent for company plans.
Despite rising digitization, numerous enterprises are experiencing increases in their expenses as well as inefficient processes. Some of the issues include manual data acquisition, permanent switches between different applications, media disruption and more. Robotic Process Automation (RPA) could be the solution to these complex problems if it is deployed in the right way.
Enterprises of all industries and sizes are facing fundamental challenges caused by the progressive digitalization throughout societies worldwide. After decades of inflexible work processes based on rigid rules and top-down structures, slowly but surely the public has dominated the market. Given their demands for individual quotations and immediate response, many business models have fallen into disuse. The future holds the solution in artificial intelligence (AI).
Senior managers in a range of industries agree that automated workflows are a high priority impacting internal and external communities of interest. Studies have shown senior managers are budgeting capital to make strategic investments in Robotic Process Automation (RPA). But what exactly does this mean?
Meet ITyX at the biggest trade show and conference for the Contact Center industry at the Mirage in Las Vegas from June 29th - 30th. We are presenting our innovative AI Omnichannel Contact Center, blending a scalable cloud based software for email, documents, social media, voice and chat, with our powerful artificial intelligence platform. What does that means for you? Cost Reduction, Call Deflection, CSAT Optimization or Process Automation are just a few examples. Step by at booth 1121 and find out more!
The advent of the Third Platform (Big Data, Social, Mobile, Cloud & Analytics) has generated predictions of increasing innovation, accelerated disruption and broad application adoption. Many of them have come true, but the years ahead are about more than just keeping astride of the growth of third platform technologies. Instead, businesses need to keep their survival in mind. The ability to stay competitive and prosper is not guaranteed by simply embracing the benefits of third platform technologies or even putting the consumer first. One thing is certain: information management is one of the must-haves for a digital transformation strategy.
Not long ago, Gartner Incorporated presented the top trends in technology among most organizations. The findings were released at a 5-day Gartner event in Orlando, FL where the leading minds in the industry met to discuss the year ahead. A strategic technology trend, by Gartner standards, is one that impacts the organization where it is utilized significantly. And by “significant impact”, they mean that the technology trend tends to unsettle the end-user and the business. These trends require significant capital investment, but they also expose businesses to the risk of being late adopters. In this way, the goals, objectives and missions of organizations need to be reconsidered.
At ITyX 2016 means Customer Service of the Future. Meet our experts from May 16 - 18 to find out more about how we are already crafting this future in our daily work. Besides the official launch of our innovative C2B Platform, we will show various use cases and best practices out of the omnichannel world, from AI based process automation up to self-learning customer services.