single screen is a legitimate game-changer. In many instances, customers can literally have multi-turn conversations with their data via conversational AI with ChatGPT-like prompts and functionality.” Presenting the functionality that Pennell mentions is another aspect that needs improving. A great example of this is Tobi, the character that Vodafone customers interacted with whenever they had a problem, and more could be on the way according to Joshua Kaiser, CEO of Tovie AI. “One of the things I can see growing is the digital avatars market. Joined together by existing technologies like voice and NLP, businesses will be able to start having digital concierges mimicking human beings and that aspect will bring in more humanlike communication. “As more businesses start to have digital humans or concierges they will become a huge part of the brand itself. As a result, businesses will need to develop a “digital avatar communication strategy” at a certain point to ensure it’s consistent with other parts of the brand. We can definitely say that brand communication will become more AI-assisted, but it also means that the need for a human element, for empathy and personalisation, will only become more pronounced.” Bakker agreed, but added “it is possible for a brand’s communications to be entirely run through AI solutions today, but it is unlikely to happen anytime soon. “Although AI has made significant progress in understanding and responding to human language, there are still limitations to its capabilities. Human agents are still needed to handle complex queries and emotional interactions that require empathy and creativity. In the meantime, AI can be used to improve human interactions, making them more efficient and personal.”
that we can predict the future,” said Nate Sanders, CEO of Artifact. “In the near future, there will be a single unified analytical record for everything the customer says and does. “Right now we have all the independent pieces of information about the customer: attributes, voice, and behaviour. We know who the customer is, and what they’re saying, and what they’re doing, and that’s a huge leap from the days of simply storing information in a CRM. “Before we only had data. Now we have insight but we’re missing the synthesis of the different pieces, so we’re still not getting the full picture. “We aren’t seeing how different customers are moving through the multitude of customer journeys and experiencing them through the entirety of the customer relationship – and how that journey can impact the business in a holistic way. “Understanding the entire customer experience is the key to being able to make cross-functional business decisions across everything from marketing to product to supply chain. Knowing who the customer is, what they’re saying and what they’re doing and being able to predict the future with that information, that’s the near future of AI for all businesses.” All (A)In As AI becomes more pervasive and reaches more faculties, the question becomes how much control we are willing to put in the hands of the robots. Speaking to Pennell, it’s clear that there are still areas where automation can improve his working life, however he says there will always be a human at the helm. “On a personal note, when a coworker gives me an instant message asking if I’m free, it would be great if AI could suggest the coworker check my calendar or pick the first available spot that works for both of us, instead of letting that message go through to me. “Jokes aside, the future of AI can be challenging to predict, however, I’m confident that it is here to stay and will continue to improve a majority of corporate functions. “There will always be a need for human oversight, but advancements in AI-enabled analytics that provide immediate access to insights from multiple data sources on a
Nate Sanders CEO
www.artifact.io
As AI becomes more pervasive and reaches more faculties, the question becomes how much control we are willing to put in the hands of the robots.
ucadvanced.com
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