On average, at least one-third of enterprise budgets are dedicated to IT operations, depending on the company. According to a survey of CIOs from Deloitte, many companies see IT investments as a proactive means “to deliver digital capabilities that help them better engage their customers, [while] also dealing with decades-old back-end infrastructure that needs to be aligned with and connected to these front-end digital technologies.”
Whether IT decision makers are interested in enhancing user experiences, limiting overhead costs, increasing productivity or integrating existing systems, advanced Artificial Intelligence (AI) systems are increasingly being tapped to reach these objectives and transform businesses. However, buyer beware: Many technology providers promise to deliver “AI,” but not all are designed or have the capabilities to realize high-level strategic goals that can materially impact the business, or deliver meaningful ROI.
In this post, we’ll explain the benefits of implementing advanced AI features and how they can assist your company.
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Machine Efficiency and Machine Learning
Machine-powered automation has its advantages over human intermediation for its ability to increase productivity by working 24/7 without any errors. These results can be achieved via “simple” digital automation solutions such as Robotic Process Automation (or RPA), but there are even greater benefits to be realized by adding a layer of cognitive AI to your IT operations.
To start, cognitive AI allows automation systems to expand their knowledge base to become even more valuable over time. IPsoft’s 1RPA, for example, uses Natural Language Understanding powered by cognitive AI to make sense of any unstructured text it encounters, meaning that non-programmers who may lack a full technical know-how can engage in the RPA-creation process (watch it in action here).
Similarly, the autonomic framework 1Desk is able to observe how human workers resolve common issues, translate those observations into an automated workflow and suggest new automations that can be added to its knowledgebase with the help of human IT staff.
In addition, cognitive AI is the basis for intuitive conversational UIs, which open up new levels of automation — and automation-fueled ROI.
Conversational AI benefits end-users by providing them with access to information and — when integrated with backend systems — on-demand resolutions. For maximum impact, an enhanced UX should always be factored into ROI considerations. By integrating a cognitive UX, internal employee-facing systems can be optimized to make an organization more efficient as a whole, while external customer-facing systems with an enhanced UX can contribute to improved brand reputation and better Net Promoter Scores.
With advanced AI features, many high-volume IT requests can be resolved end-to-end without any human intermediation (e.g., routine processes like password resets). For example, the Swiss hospitality school École Hôtelière de Lausanne (EHL) hired IPsoft’s digital colleague Amelia to take on high-volume tasks such as granting Wi-Fi access for guests and resolving routine account issues for students. Amelia is now assisting 300 users per month on average with the latter task and 500 users per month on the former. These advanced forms of automation benefit end-users through 24/7 access and rapid resolutions, but they can have secondary effects throughout the organization. Notably, resources previously allocated for addressing these high-volume user requests can be reinvested in other parts of the business; EHL support staff, for example, are focusing on other projects as Amelia handles more repeatable inquiries.
IT problems are business problems, just as IT success can lead to business success, as many businesses continue to transform through digital systems. When companies tap the power of intelligent and advanced AI, the impact can be significant, long-lasting and ROI-positive.