Director of Marketing
US: +1 212 708 5521
UK: +44 (0) 7917 678 709
Director of Analyst Relations
US: +1 212 708 5518
The Importance of Customer Experience, Data Access, and Business Priorities: Reflections from the AI Summit
AI can be applied in every type of business -- from a virtual bar that can personalize drinks to NASA’s search for life on Jupiter’s Europa moon -- and we are only just starting on the AI journey. However, before AI’s impact is fully realized, there are several ethical considerations and challenges to overcome. These were the primary messages throughout the sold-out AI Summit, hosted on December 5–6 in New York City, attracting hundreds of business leaders from a diverse range of industries, more than 120 speakers, and cutting-edge AI technology demonstrations. IPsoft presented on AI’s impact on customer satisfaction IPsoft’s..
Aphrodite Brinsmead, Senior Analyst Relations Manager, IPsoftDecember 7, 2017
AI can be applied in every type of business -- from a virtual bar that can personalize drinks to NASA’s search for life on Jupiter’s Europa moon -- and we are only just starting on the AI journey. However, before AI’s impact is fully realized, there are several ethical considerations and challenges to overcome. These were the primary messages throughout the sold-out AI Summit, hosted on December 5–6 in New York City, attracting hundreds of business leaders from a diverse range of industries, more than 120 speakers, and cutting-edge AI technology demonstrations.
Don’t Fear the Future: Embrace AI by Managing Change and Employee Expectations
While the effect of artificial intelligence (AI) has yet to be fully realized in the corporate world, it’s clear that cognitive machines are steadily creeping into..
Aphrodite Brinsmead, Senior Analyst Relations Manager, IPsoftDecember 15, 2017
While the effect of artificial intelligence (AI) has yet to be fully realized in the corporate world, it’s clear that cognitive machines are steadily creeping into consumers’ lives. Alexa, Google Home and Siri are becoming more commonplace each year, smart devices track our physical behavior or sleep patterns and marketing engines analyze our digital data to serve up personalized product and service advertisements. Businesses meanwhile are by no means standing still and AI has already entered the workplace for customer service, knowledge sharing, process improvement and IT service desk automation. But as the prevalence of AI increases in the workplace, there has been all kinds of predictions about how digital employees will ultimately replace humans. Whether you personally believe that this technology has no place in the workforce or whether you are willing to embrace a Blade-Runner-style future -- where undetectable human-like androids walk among us -- you will eventually be pulled into the debate. The most pressing question for employees is whether a robot is going to steal their jobs. Organizations investing in digital labor tools must address employee concerns about job stability sooner rather than later. To appease anxiety, businesses should do whatever they can to prioritize employee engagement and ensure that staff remain driven and productive. They need to provide clear communication around new systems and the benefits of AI. Employees should be prepared to adapt and work together with this new technology. IPsoft recommends four best practices for minimizing employee disruption as businesses implement new solutions:
‘Mind the Gap’: Using Cognitive Agents to Scale Conversations, Not Only Insights, in Healthcare
Here is the data, there are the insights…but where are the people? There are potentially invaluable benefits to health and well-being in the accelerating ability to..
David Champeaux, Cognitive Director, Healthcare Solutions, IPsoftDecember 8, 2017
Here is the data, there are the insights…but where are the people? There are potentially invaluable benefits to health and well-being in the accelerating ability to generate valuable new insights from the wealth of new data and advanced analytics capabilities available today. Industry investment in more data and analytics is clearly there; for example, the 2017 Global Health Care Outlook report from Deloitte cited research that hospital expenditures on analytics are anticipated to reach USD $18.7 billion by 2020, up from USD $5.8 billion in 2015. These insights can drive changes in the existing practices of consumers and carers in healthcare, as well as drive the design and delivery of new healthcare products and services. However, these insights will not fully translate into outcomes unless we also address their translation into actions by the right people throughout the healthcare and social care ecosystem. To translate into an outcome, an insight requires an action to be undertaken by an agent, and in healthcare there are significant resource and capability gaps which we need to simultaneously address to capitalize on these new insights.
Loss of Productivity Due to IT Issues Costs UK Business up to £62.4bn Annually
Salary costs of £6.9bn are wasted due to IT issues and productivity hindrance; end-user frustration sees call for "Siri Simplicity" available from IT automation and..
November 29, 2017
AI Will Be Critical to Improve Enterprise Productivity
The UK government this week released its Industrial Strategy white paper detailing its plans to drive economic growth and increase productivity across the country...
John Madden, Senior Manager for Content, IPsoftDecember 1, 2017
The UK government this week released its Industrial Strategy white paper detailing its plans to drive economic growth and increase productivity across the country. Unsurprisingly, technology and specifically artificial intelligence play a major role in achieving those goals. In addition to pledging to raise technology R&D funding to 2.4% of GDP by 2027, the government proposes another round of investment in the Industrial Strategy Challenge Fund (£725m), with £33m earmarked for “immersive technologies such as virtual, augmented and mixed reality,” and £20m for next-generation services powered by AI and data analytics. According to the report, UK service sectors need to be primed to take advantage of these technologies. “Pioneer funding will help service industries to identify how the application of these technologies can transform their operations. This will help to set UK service industries at the forefront of developing and using innovation.” The white paper comes on the heels of a previously released report from the UK Department of Business, Energy & Industrial Strategy on the country’s potential to become a worldwide leader of AI development and innovation. The report made 18 specific recommendations -- including improving access to data, establishing of a UK AI Council, creating a national AI institute for the UK at the world-renowned Alan Turing Institute, and implementing new efforts to build-up AI skills nationwide – that if implemented could potentially add £630bn to the UK economy by 2035. Positioning the UK as a future center of AI innovation is a commendable national goal, especially the emphasis on educating, skilling and re-training the human workforce to work with and alongside AI and cognitive tech. The UK government rightly believes future investments must be plotted out in order to get ahead of current AI trends and surpass them. Meanwhile, there is also a great need for enterprises and corporations to take advantage of AI to address their own current productivity and growth issues, regardless of the moves made by the government. In this age of digital transformation when all aspects of business are being elevated through tech investment, AI will be critical to close productivity gaps, accelerate growth and remain competitive. Case in point: IPsoft released findings from a recent survey showing that IT failures are costing UK businesses an estimated £6.9bn in salary costs, the result of employees wasting time and productivity waiting for IT issues to be resolved. The survey also showed that IT issues impacting productivity equate to an estimated £62.4bn in revenue loss. The survey of 3,000 UK respondents clearly shows a direct correlation between lost employee time and negative business outcomes. For example, in the last 12 months, 58% of respondents had an IT issue that prevented them from providing service to a customer. Additionally, half of the respondents had an IT issue that caused them to miss a deadline, which presumably had an impact on internal projects or external activities. What’s more, the survey showed a desire among respondents to embrace AI-related technologies to make improvements. Respondents indicated they wanted a simpler way to resolve IT issues, with 66% stating they would use an intelligent agent (such as “Siri”) for such issues. Granted, the survey specifically addressed IT-related support queries, but we know from our conversations with customers that there is a growing desire to embrace automation and cognitive technologies to enhance and improve all kinds of enterprise services (finance, HR, administration etc.), and leverage virtual cognitive agents to improve customer experience. With Brexit negotiations pending and the UK entering uncertain economic waters, the UK government is wise to detail its view on how tech, innovation and AI will create and sustain economic success. CEOs and business executives need to take some of these ideas to heart as well, and investigate how AI can be embedded into their operations to weather any economic storm and accelerate growth. We expect many business leaders will be doing so in 2018 (if they haven’t already) as they review and prioritize internal productivity challenges and determine the best way forward with AI.