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) …
Convenient, fast and easy access to information has a positive net impact on employee experience and overall production. An employee who spends less time trying to find information feels more connected saves time and can focus on complex projects. Studies show that happier employees stay at a company longer, lowering HR-related costs in the long run- as recruiting and hiring qualified people is an expensive proposition. Satisfied employees also are more productive, create better work and provide a better service experience for their external customers and stakeholders -- which is always beneficial to a company's bottom line.
After her first husband committed suicide while completing his medical residency, Janae Sharp was frustrated at the "code of silence" she observed among physicians regarding physician burnout, believing it was detrimental to solving mental health issues among medical professionals. She wanted to make a difference by finding a way to use data and conversation to lead a cultural shift among physicians and providers. Janae founded her non-profit organization The Sharp Index in March 2018 in order to help increase awareness of and reduce physician suicide through increased use of data science and AI. It was Janae's assertion that by identifying and addressing problems in medical workflows, she could improve and even save lives. The program started with finding a bridge between technology and real-world applications in healthcare.
In light of International Women's Day celebrations this past weekend, we acknowledged the beauty, essence and power of women to achieve and thrive in the global ecosystem. Yet in our modern digital age, women continue to be neglected on multiple fronts, especially that of the new workforce. It is society's role to ensure that all females are given equal opportunities to grow in this new age workforce, and we must understand that all of us have a stake in this mission. Women are the key piece to the puzzle of realizing the highest maturity levels of digital enterprises, but unless we realize this, our progress in AI and technology will remain stagnant. In order to close the gender gap in science, technology, engineering and math (STEM), and to accelerate advances in artificial intelligence and the sciences, we must encourage and support women on all levels, from government to enterprise, and establish equal employment opportunities for all.
Speaking at the third annual Digital Workforce Summit in New York City, Gonzalo Gomez Cid, Global Contact Center Director at Telefónica, discussed his company's journey from IVR-based contact centers to AI-driven operations driven by digital labor. Telefónica is a Spanish multinational telecommunications company headquartered in Madrid. It has a presence in 15 countries across Europe and Latin America. In the telco space, it ranks seventh in revenues, sixth in market capitalization and fifth in number of subscribers. Gomez Cid told DWS attendees that Telefónica describes itself as a "company of platforms," including physical assets, networks and IT, and products and services.
"Mia" is the virtual assistant introduced by Australian digital bank Ubank in February 2019. These aren't the members of a new, all-female rock group, but names that several large banks have been giving to their automated digital assistants. So-called chatbots have become a useful cost-cutting tools for companies with large subscriber bases (think banks, insurance firms and mobile phone operators). As they replace human call-center workers, such bots will help save banks an estimated $7.3 billion in operational costs by 2023, Juniper Research predicts. But the proliferation of bots with female names raises questions about whether they might also perpetuate gender stereotypes, particularly around the notion of women in the role of assistants.
NHS Digital wanted to make it easier for users to research and access published NHS health data. To achieve that, the agency partnered with IPsoft to provide users with their own data concierge whom they call ViDA (or Virtual Digital Assistant). ViDA is an always-on conversational agent based on our industry-leading digital colleague, Amelia. Users simply tell ViDA what information they are attempting to locate using everyday language, and ViDA can take it from there. You can read more about the project in detail here from our Cognitive Project Lead for UK Healthcare, David King.
Global spending on Artificial Intelligence (AI) is expected to hit $35.8 billion this year, according to IDC. AI-fueled automation has the potential to greatly accelerate operational efficiency and enhance end user services. However, the degree to which these kinds of goals are achieved is very much dependent on the type of AI solution utilized by an enterprise. Modern AI systems boast advanced functionality that outshines those from just a few years ago. These features are often ready to go out-of-the-box and offer a healthy competitive advantage over other solutions.
The market is filled with automated UI solutions that claim to be enabling conversational Artificial Intelligence (AI) -- that is, AI that can interact with users through an interactive interface, one that "speaks" and reacts to human conversation in its many forms, and that can be used in a variety of business scenarios. Given the hype around the increased use of conversational assistants among consumers such as Alexa and Siri (which are not, it should be pointed out, analogous to conversational AI for business), it's understandable that enterprise decision makers might be confused, if not a bit overwhelmed, by what conversational AI could mean for their businesses, and which solution is the best for their purposes. If your company is seeking to automate human-like engagements at scale in order to make operations more efficient while maintaining and elevating customer experiences, we believe we can cut through the confusion easily. Allow us to explain why Amelia is the clear choice to enable conversational AI within your enterprise. Many digital solutions can claim to be "conversational."
AI have entered into a partnership to provide TOPdesk users with expanded IT support through cognitive Artificial Intelligence (AI) by using Amelia, IPsoft's industry-leading digital AI colleague, as a digital IT service desk employee. Amelia will automate routine IT service desk functions to deliver efficient and more timely support services to TOPdesk users, freeing up time for support employees to focus on more critical tasks. AI solution is offered as a service and integrated with TOPdesk's service management software, using Amelia's conversational interface -- in natural language -- as an interactive front-end for users. AI will support this partnership by working together with participating customers to seamlessly integrate Amelia's cognitive AI abilities with their existing TOPdesk deployments. "Amelia is rated as the most intelligent virtual agent by Everest Group and through her unique programming and algorithms, Amelia utilizes each of the human brain s eight core cognitive skills to deliver unparalleled capabilities, surpassing mere chatbots in every way. We look forward to being able to offer Amelia capabilities to TOPdesk users," said Ramon van Leeuwen, CCO at TOPdesk.
Note: This is a guest blog from Everest Group on how automation and cognitive technologies will impact the future of work. Enterprises are facing unprecedented disruption from multiple sources – political, economic and regulatory forces, as well as rapidly evolving technology and customer expectations. As enterprises try to keep pace with this dynamic environment, a key tool in their armory is transformation of operations/service delivery by leveraging technology. To this end, technology is impacting more aspects of service delivery and helping businesses improve efficiency and enhance customer experiences. New disruptive technologies, such as digital colleagues and Artificial Intelligence (AI), also alter paradigms for talent and workforce management substantially.