Milton Keynes - 29th November 2017 - 'Machine learning' and 'artificial intelligence' have been important terms in 2017, and eventually these technologies will have a significant impact on the way enterprises do business and communicate. But what benefits will they really bring to communication, and how can businesses start preparing now so they can reap the benefits more quickly when it arrives?
Many businesses are already automating some of their interactions. For example, customer service centres are increasingly supported by chat bots and automated assistants that can help direct calls or answer basic enquiries. Machine learning and AI add to this by eventually making automated customer communications infinitely more intelligent and useful. The holy grail is fully autonomous customer service, based on real-life data, where machines can comprehend interactions and provide intelligent responses, as well as understand intonation and sentiment direct from voice recordings. Escalation of an interaction would only happen because of value, or lack of progress, enabling businesses to save more highly skilled customer service agents for tasks that require human logic, intuition, and empathy - where they can really add value.
The future is bright, although the path ahead may appear tricky to navigate. There is, however, a clear development path to achieving fully automated customer service, and businesses can start planning now to put in place the practices and processes that will allow them to maximise the benefit from machine learning when the technology is enterprise-ready.
Read the full story at V3 to discover four practical steps to help make the most out of machine learning in a communications context.