So here we are in Jan 2015. After nearly 10 years this is prime time for intelligent digital experiences, integrating artificial intelligence and digital platforms to deliver transformational results..
Personalized digital experiences add a huge amount of value. But as digital and especially mobile are being targeted at more and more complex interactions customers are demanding more help. Enter artificial intelligence driven intelligent experiences.
Intelligent Virtual Agents (IVA’s) are being applied to automating chat, email and social media interactions. Increasingly customers will not be able to tell whether they are “talking” to a computer or a person.
The next wave is intelligent digital experiences. Embedding these virtual agents in digital interactions to coach customers based on their historic customer information, what else they have typed into fields and even what others of similar profiles are doing.
The artificial intelligence platforms are improving every day. People feel more and more comfortable interacting with computers by text or even voice (thank you Siri and Cortana). The work being done by leading movie animation studios and the online and console gaming companies makes it increasingly hard to tell whether a person on a screen is real or computer generated.
Industry thought leaders are already piloting these “robo-advisor” technologies. It takes a year to figure out how it works for you. So while 2015 will be the “year of proof” the following two years will see widespread adoption and the competitive disadvantage of companies who have not yet started down this journey.
Customers will be able to personalize gender, language, cultural origin, personality type and many other attributes that will cause customer experience expectations to soar.
My forecast is that 3 years from now we will see these intelligent experiences attacking high- value white collar professionals like medical advisors, insurance advisors, investment advisors and even provide real world like personal shoppers online.
The business case is clear. How many $100,000 professionals do you need to eliminate to pay this bill. The best of the best will be safe but 80% of people are performing at near average (ok math whizzes I know that doesn’t compute but you get the point).
The innovators are working now, if you aren’t don’t worry, you still have time in 2016 to recover. Then pack up shop because they will be coming for you,
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