People and technology: a winning combination

OPINION | The debate between technology and human capabilities is still unresolved. But in the era of artificial intelligence, analytics and the cloud, we see more opportunities to think about how humans and machines can team up rather than opposing forces.

Whether it’s diagnosing diseases, providing convenient customer service, understanding human preferences, or providing new insights for customers, human-machine interaction is evolving and more important than ever to make our lives easier and more convenient.

Technologies to improve customer experience

Gartner predicts that by 2025 context-aware analytics and artificial intelligence models will replace 60% of existing models built on traditional data. We will see new types of data, including unstructured data such as audio, video, and images, being used to give businesses a competitive edge, unlock more value, and develop new use cases to pave the way for a new customer-centric era.

This type of collaboration, where people rely on technology to create, think, and deliver, is important when the goal is to provide customers with personalized and up-to-date information that can help them make informed decisions about buying products or subscribing to services. The technology then builds trust and loyalty to the company. A specific example is an intelligent virtual agent or chatbot used by companies to provide personalized services and advice. Chatbots use artificial intelligence and scripted rules to ask questions, identify problems, and best solve customer queries.

As long as the person stays in the center

On paper, chatbots seem like a surefire way to create and deliver good customer service with less human resources, but a recent study by Ipsos for Avaya shows that based on their most recent interaction with a virtual agent, only a client in three would recommend this company to others. This is due to the fact that only 50% of respondents had a problem or problem solved thanks to the chatbot.

This is partly due to the historical difficulty of developing and marketing effective virtual agent solutions. Traditionally, deploying a virtual chatbot can take months as consumer preferences, business processes, or even basic company information change. In this context, relying solely on a chatbot is tantamount to not exploiting the potential of human-machine partnership.

The use of technology allows companies to save time on operational business, increase responsiveness and spend more time meeting customer expectations.

Win-win combination

These cutting-edge capabilities and technological potential put an end to the misconception that technology is crowding out jobs. This perception stems from the inability of companies to have an open discussion with their employees about the implementation of AI across all business functions. It is known that using technology for its intended purpose helps employees focus more on business innovation and value-added tasks, rather than wasting time on boring tasks. The company has a responsibility to show and explain to its employees how technology can improve their work so that they are satisfied.

In today’s experience economy and the data analytics needed to compete in it, human capabilities can be in short supply, and relying entirely on technology is the wrong approach. Businesses need automated and fast AI computing power as well as human ingenuity to solve complex problems. Therefore, today the emphasis should be on the introduction of technologies to improve the skills of employees to achieve a common goal.

Tribune François Racher, AVAYA Presales Director

<< Читайте также: Удивительные способы, которыми Nike использует Metaverse, Web3 и NFT>>>