Quantification has been one of modern technology’s most valuable contributions. Mass digital automation has resulted in a wealth of business data that can be transmitted and processed at the speed of electrons. Ascendant forms of artificial intelligence (AI) can tap into this data for real-time analysis and utilization, thus opening the door to intriguing opportunities for business. Companies around the world are using AI tools to integrate once-disparate business areas into unified platforms as a means to amplify efficiency and increase versatility.
Removing siloes within an organization (that is, building secure virtual highways between everything from HR to customer service to IT support to accounting) allows companies to dynamically scale to meet customer demand and react nimbly to changing circumstances. For example, if a bank system finds that over the past six months, rainy weekday evenings have resulted in increased customer service calls, it can allot resources accordingly. Or if a CFO decides to lower corporate card credit limits to control employee spending, she can quickly implement this new policy with limited intermediation.
It’s all in the name of quickly implementing practices and evolving services efficiently.
Centralized digital hubs such as IPsoft’s 1Desk can connect these parts and further streamline business practices by eliminating unnecessary intermediary steps (e.g. ordering a new company laptop doesn’t create a ticket for the IT desk; it processes the request and then informs the employee that it’s on the way). Not only can digital technologies integrate various resources into a unified system, they can integrate them intelligently. This means tapping cognitive agents to act as the “secret glue” to bring it all together.
Digital colleagues such as IPsoft’s Amelia, which work in concert with 1Desk’s autonomic backbone, allow end-users to engage in complex interactions using natural language. She enables users to “talk” to vast digital systems though a comfortable, familiar interface at any time of day (e.g. employees can ask “my company mobile is missing, how can I locate it?”).
As an interface, Amelia cuts down on overhead by fielding high-volume, low-level inquiries; but as a cognitive technology she can do much more. The same functionality that allows her to parse the intricacies of human language allow her find patterns in user interactions (e.g. if there is a spike in employees complaining about an email issue, she can alert IT support personnel). Amelia also enables companies to evolve their internal facing operations for employees.
Implementing comprehensive automation allows businesses to concentrate their resources on the most vital imperatives. According to an HfS Research study, the top two goals of investments in cognitive solutions from executives leading companies with mature integration were “reduced cost of business operations” (41%) and “improved customer satisfaction” (30%). The next highest responses all measured in the single digits. The top reply from execs at companies with low–integration maturity was also “reduced cost” (30%); however, the next two highest responses were “increased employee engagement” and “simplified business processes” (both 17%) – while these answers barely registered among the more mature enterprises.
This means that companies which have already implemented company-wide integrations are able to shift their attentions away from logistics toward cutting costs and improving services. To put it concisely: When automation handles the small stuff, decision makers can think big.
We live in an amazing era where technology allows us to completely redefine how we think about business. This redefinition includes the ability to unify different silos within an organization for greater efficiency and agility – both of which can have an impact on a company’s bottom line.
Join leaders from HfS Research and IPsoft for a free webinar, Embracing Cognitive AI to Transform Customer Engagement, on May 10 at 10 am ET by registering here.