In this excellent introduction written by Allan Frank, are presented the main concepts underlying the emergence of AI & Machine Learning solutions for the improvement of customer knowledge and experience. Allan Frank offers a clear and comprehensive synthesis to answer the questions many professionals are asking about the scope and possibilities of these technologies:
- What is AI?
- Why is AI suddenly relevant?
- What are the most relevant use cases?
- What does AI mean for my industry?
- How can I deploy AI in my organization?
- How do these technologies fit into my overall digital strategy?
- What new skills and technologies do we need to develop?
- What are the associated costs? Can I afford it?
He first identifies the 3 main factors of the emergence of AI & ML solutions:
- Data availability bigger than ever (Big Data)
- Cheaper and faster equipment
- Better algorithms
The Big Data generated as a byproduct of our increasingly interconnected existence is a vital resource in AI development. Businesses are not only able to collect, analyze, and filter specific information at an amazing speed – but also recognize patterns that drive decisionmaking policies based on this analysis. Thus, AI provides the missing link – intelligence – that helps businesses further their goals.
He then presents the key concepts of Machine Learning and the specificities of Deep Learning and details two particularly adapted use cases: Computer Vision and Natural Language Processing (NLP).
He finally distinguishes 3 major functional areas of application of AI & amp; ML technologies :
- Human – machines interactions
- Automation of business processes
- Optimization of analytical capabilities (BI)
AI such as Machine Learning and Deep Learning, NLP, and Computer Vision – all point to a future in which our platforms and systems are smart enough to learn from human interactions and data. These tools will intuitively assist with our requests, anticipate our needs, take care of mundane and forgotten tasks and remind us of important ones. AI can connect the various nodes of our lives (home, work, travel) into one experience that moves seamlessly with us from house to car to office and back again. Today our smartphones channel the magic; tomorrow a new generation of devices will be the conduits. And by then, AI will be the fuel that powers everything digital.
Source : “Re-imagining Customer Engagement with AI”, Allan Franck, July 2018
