Utilizing AI for better customer experience and operational efficiency

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AI & Analytics automating manual tasks



Organisations in developing countries are conducting various experiments on how artificial intelligence (AI), machine learning, and advanced analytics can be used to improve the customer experience. But, right now, many companies are largely focused on leveraging these technologies to automate labour and thereby reduce operating costs. And, whether they realize it or not, that’s a risky approach. Essentially, AI is commonly and narrowly seen as a way to cut costs by automating manual and knowledge work. Cost-efficiency is a business imperative, now more than ever as radical digitization has allowed competitors to arise suddenly, unexpectedly, and disruptively. But too few companies are thinking about the new jobs they should be creating in customer-facing areas (marketing, sales, services, and so on)—jobs that AI and analytics cannot replace but should support. Whereas, the Robotic process automation can cut costs for financial services firms by up to 75 percent.



Having said that, AI and analytics are producing big improvements in quality and responsiveness by automating many manual tasks. About 40% of retailers are implementing some form of intelligent automation, according to a National Retail federation survey, and more than 80% plan to do so by 2021 by improving the customer experience in most industries and will require that humans not only stay involved but that they engage with customers in new ways. That’s where these new, intelligent technologies can be most useful: enhancing, not replacing, the human face the enterprise turns toward its customers. Going forward, Intelligent PCs will make work and play more seamless, intelligent and enjoyable. As people adapt to hybrid remote working models, technology will continue to evolve as well. AI will make PCs more seamless, customized and hassle free.


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