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AI: Your new digital spokesperson
Think of Spotify where AI curates content based on your listening habits, or OCBC’s Emma, an AI-powered chatbot that gives customized home and renovation loan advice.
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We are at the beginning of the next wave of industrial revolution. This time, it is driven by Artificial Intelligence (AI). (Shutterstock/File)
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f you visit Singapore’s Nanyang Technological University, you’ll find that the receptionist, Nadine, is likely to remember you by name. If you have a minute to spare, she may even remind you of when you last met and what you spoke about.
The long-haired, human-like social robot who comes with her own personality, moods and emotions, has been welcoming visitors since last year. And if her creators have their way, Nadine will be in homes of the future, playing games with the young and caring for the elderly.
In Indonesia, Telkomsel’s Veronika came back as a virtual assistant that is present 7x24 hours. This service makes it easy for customers to interact directly through social chat platform using LINE, Facebook Messenger and Telegram. As part of Telkomsel’s mobile digital lifestyle experience, it was made possible using artificial intelligence, customer analytics and human interaction to generate a self-service that provides a better, faster and more precise customer experience.
Artificial intelligence (AI) has come of age and it is making user interfaces simpler and smarter. Thanks to technologies from natural language processing and computer vision to machine and deep learning, AI is taking on increasingly sophisticated roles. Think of Spotify where AI curates content based on your listening habits, or OCBC’s Emma, an AI-powered chatbot that gives customized home and renovation loan advice.
These developments represent opportunities for businesses to improve customer experience, grow revenue, and free up employees’ time to address more complex queries and issues. OCBC is a case in point — in just three months following its January launch, Emma handled 20,000 enquiries and helped secure US$7.25 million in new loans.
We predict that in five years, more than half of a company’s customers will select its services based on its AI rather than its traditional brand. In other words, AI is about to become your company’s digital spokesperson.
As AI capabilities mature, more people will interact directly with it. Businesses that use AI to create value for their customers will become more competitive and relevant as the number of people using AI in their daily lives increases.
