If you are looking for an answer to the question What is Artificial Intelligence? and you only have a minute, then here's the definition the Association for the Advancement of Artificial Intelligence offers on its home page: "the scientific understanding of the mechanisms underlying thought and intelligent behavior and their embodiment in machines."
However, if you are fortunate enough to have more than a minute, then please get ready to embark upon an exciting journey exploring AI (but beware, it could last a lifetime) …
Sifting through this year's chat bot and AI predictions, it's clear that conversations have finally shifted from human versus computer, (so last century), to the exponential value of people plus machines. If researchers can be believed, a new breed of chat bots has emerged, smarter than ever, with stronger benefits for companies and their customers. Most noticeable was the cascading impact of AI. We can expect a bit of upheaval market-wide and across workforce practices, all the way down to some groundbreaking opportunities for software developers. Starting at the topmost view, IDC predicted the market for automated customer service agents will total $2.2 billion by next year.
As the curtain rise for 2019, do expect to see major changes in how organizations use Artificial Intelligence (AI) in the new year. AI has shown immense potential to make our lives much easier, a fact which does not stop in our homes, as businesses constantly come up with new ways to use AI to engage with customers, make processes easier and pull revenues to new highs. The effectiveness and popularity of AI-powered chatbots in recent years has catapulted an increased interest in how artificial intelligence is deployed to improve the results of ad campaigns. Forrester Research says that 2019 will see the rise of new digital workers with an increased competition for data professionals with AI skills. What is next in business for AI and how can it further boost the success of businesses in the new year, here is what to expect from Artificial Intelligence in 2019.
In fact, it's almost here as businesses enter either the implementation stage or begin seriously investigating it. The reason for all of this interest is twofold. Firstly, digital workforces have the ability to enable business operations teams to enhance, accelerate and customize key processes that deliver clear customer satisfaction and operational improvements. Secondly, global enterprises now have the chance to operate as smaller, faster and more agile companies while still maintaining their own advantages of scale and size. It is clear then that for business operations teams, this is great news as it allows them to focus on improving customer satisfaction and driving revenue.
"The robotic process automation (RPA) momentum started way before AI piqued the interest of enterprises," The Forrester analysts explain. "Until now, firms have been treating these set of technologies distinctly; i.e., RPA for automation, AI for intelligence. But to create breakthrough opportunities, we believe that an RPAplus-AI technology innovation chain will turbocharge your innovation efforts. Firms are already combining AI building block technologies such as ML and text analytics with RPA features to drive greater value for digital workers in four use cases: analytics that solves nagging platform issues; chatbots that boss around RPA bots; internet-of-things (IoT) events that trigger digital workers; and text analytics that lifts RPA's value."
It's difficult to make predictions, especially about the future, but we can be certain that "AI Washing" will continue to rise and flourish in 2019. That's what market research firm Forrester calls the hype and hooplah around Artificial Intelligence (AI), the latest set of technologies that is promising to "change the world." In its 2019 predictions, Forrester tries to temper the "irrational exuberance for AI adoption" with a dose of reality, looking forward by observing how companies automate their work today while experimenting with adding intelligence--artificial and human--to analyzing data and making decisions. Here's my summary of two Forrester reports published today, "Predictions 2019: Artificial Intelligence" and "Predictions 2019: Automation." It's the data, stupid: Most companies will find out that to realize their expectations from AI--exaggerated or not--they must invest in creating "an AI-worthy data environment."
There is a growing body of evidence to suggest that digital workplaces are not as "digital" as they might think or that organizations are introducing digital transformation strategies slower than was thought. Recent research from Gartner, for example, shows that many workers believe that the organizations where they work are not keeping up with their digital needs and are out of touch. It also showed that less than 50 percent of workers -- both IT and non-IT workers believe that CIOs know what technology workers want and need. It also showed that there was some difference between the level of awareness of technology problems between Europe and the U.S. Further research from Blue Bell, Pa.-based information management specialist Unisys showed that more than half (51 percent) of digital workers at "technology laggard" organizations expressed frustration with their employer, as compared to only six percent of workers at "technology leader" organizations. The Unisys survey is particularly telling in that it surveyed 12,000 workers in April 2018 across 12 countries to gauge the attitudes of today's digital workers on how the technology used in the workplace impacts their day-to-day lives.
What best describes the scope of your process automation program? Primary drivers for investment center around: - Improving operations (optimization and reducing process errors) - Enable workers to better serve customers Base: n105 manager level or above from operations groups, shared services, finance/accounting and other lines of business Source: A commissioned study conducted by Forrester Consulting on behalf of November 2017 Q14. What are the primary drivers for your investment in RPA? 68% 58% 43% 40% 34% 28% 15% 14% Improve the optimization of operations Reduce process errors Augment human intelligence to free up workers to focus on more strategic tasks To complete tasks for internal employees who can better support customers Lower costs by replacing humans performing low value tasks Reduce cycle time for revenue generation transactions Improve compliance with regulations / regulatory bodies according to the country the office is based Link RPA with chatbots and self-service support to raise customer self-service experiences 6. 6 2017 FORRESTER. RPA Definitions › Attended RPA is defined as: "Automation that interacts in real time with humans who initiate and control robot tasks, often embedding functions within apps., generally associated with front-office, agent-led activities." What are your organization's plans when it comes to digital workers for intelligence augmentation (IA)?
A new Forrester Research report, Predictions 2018: Automation Alters The Global Workforce, outlines 10 predictions about the impact of AI and automation on jobs, work processes and tasks, business success and failure, and software development, cybersecurity, and regulatory compliance. We will see a surge in white-collar automation, half a million new digital workers (bots) in the US, and a shift from manual to automated IT and data management. "Companies that master automation will dominate their industries," Forrester says. Here's my summary of what Forrester predicts will be the impact of automation in 2018: Automation will eliminate 9% of US jobs but will create 2% more. In 2018, 9% of US jobs will be lost to automation, partly offset by a 2% growth in jobs supporting the "automation economy."
I was recently interviewed at the Robotic Process Automation and Artificual Intelligence in Summit in December 2016 in London. Here's a discussion on how organizations worldwide are building their Digital Workforce. Organizations worldwide are building their Digital Workforce. The countdown has begun and we foresee 3 Million Digital Workers by 2020. We believe that Human workers, alongside the Digital bots, creates a hyper productive workforce and building a Digital Workforce is about talent augmentation, not talent replacement.