Artificial Intelligence


In a world where businesses compete on customer experience, practice applications of AI will set companies apart and lead to proactive, intelligent, and thoughtful relationships with their customers.”
Mikhail Naumov, DigitalGenius
AI will have an enormous influence on the way we live our lives. From enabling hyper-personalization to saving huge amounts of time on routine tasks, these new tools will fundamentally shift the way we interact with technology in our day-to-day lives.

Industry leaders must be cognizant of the ways the technology is implemented so that consumers from all ends of the spectrum can benefit. This means optimizing data storage and transfers at the backend to create fluid experiences.

Main contrasted projections on the future of Artificial Intelligence in Consumer Experience are:
1. Smarter together. More room to be human
With the emergence of new technologies, the future of work and the future of society are becoming more and more intertwined. We are living in exciting times where digital assistants schedule meetings and chatbots work alongside humans. So we need to figure out how to leverage both human and artificial intelligence.
From a human evolution perspective, AI can help each of us augment our capabilities and skills, better understand our full potential, discover ourselves and each other better. All for a better society.”
AI is now part of human life. From business applications to everyday situations, sometimes we are almost unaware that many of us interact with AI every day, and it’s predicted that AI and machine learning will impact on all areas of our daily lives by 2025, with huge implications for industries ranging from transportation and logistics to healthcare, home maintenance, and customer services. Some bold indicators of this trend are:

  • Automates Away Routine Tasks in Prominent Industries
  • Brains and Technology Partner for Creativity
  • AI Augments the Human Creative Process Through Targeted Automation

For example: With autonomous vehicles, it’s easy to imagine a future where consumers do not spend time physically driving a car or scheduling a pick up. These actions will be automated based on behavioral patterns and work routines, leaving time and space for “higher order thinking.” Car manufacturers and ride sharing companies are challenged to reinvent the space within the vehicle based on how users will want to spend their time, when attention at the wheel is no longer required. Will users want to be entertained, do work, sleep, or socialize? Businesses within the autonomous vehicle space will need to rethink the transportation experience according to how users want to spend this time.
2. Data Openness. The Everywhere Intelligence
AI applications are only as strong as the depth and quality of the data behind them. Increasingly, institutions are recognizing that their development will be bolstered when they make their datasets available and usable by other organizations.
The industry and the community need to work together to establish standards surrounded by frameworks. The lack of interoperability is slowing the industry down.
Shared data will enable platforms to communicate easily with one another, allowing user preferences to translate across devices and applications. As predictive analytic technology becomes more complex, companies will be able to create ideal products for each consumer before consumers can even request them.

Companies that set their infrastructure up for secure interoperability will be able to meet consumer demand for intuitive interfaces and applications more quickly.

Some strong Use Cases of Data Openness are:

  • New Platforms Address the Need for AI Integration for Consumer Challenges
  • Corporations Partner to Share Data and Create AI Applications
  • Security Issues are Addressed in a Shared Data Environment
3. Connectivity Fuels the Adventure
As consumers demand for immersive interactions increase, newer technologies such as augmented and virtual reality, haptic feedback for sensory experiences, and algorithmic storytelling will require stronger underlying network and infrastructure.
AI techniques are critical to the performance of both tomorrow’s networks and application-facing, contextual end user experiences. As many applications require real-time interaction with the network, it’s the combination of network intelligence and low latency network performance that form the cornerstone of the network next.
Diomedes Kastanis, Ericsson
Major impacts on connectivity networks will be:

  1. Allowing for accurate traffic and pattern analysis to troubleshoot problems as they occur.
  2. Allowing a constant state of connectivity that’s optimized for any experience across any set of devices.
  3. Pulling disparate information from multiple channels to simplify and quickly contextualize what users need.

As customers are increasingly using messaging as a simple channel through which to efficiently access information, entertainment, and amplify every day interactions, Messaging as a Platform (MaaP), has emerged as a leading platform for AI innovation. MaaP will accelerate the development of conversational commerce and intelligent assistants through messaging.

The resulting state of robust connectivity will allow brands to make use of real-time user data to produce more relevant experiences both on devices and between devices. Imagine a world where:

  • Media platforms instantaneously update contextual user preferences across devices without having to ask for user input at any point.
  • Voice-enabled devices pick up cues quickly and execute seamlessly on the optimized connection network.
  • Televisions predict what you want to watch before you even turn them on.

Unequivocal Use Cases of connectivity potential are:
  • The Government Calls for Optimization to Overcome Network Scarcity
  • AI Solutions Manage and Troubleshoot Connectivity Networks
  • New Hardware Allows Devices to be in Constant Conversation
4. From One Click to Zero Clicks
Brands will act as “personal concierges” for a consumer’s needs, knowing what they want and how and when they want it before the consumer has to say anything at all.

Though there’s already an industry-agnostic mantra on making business decisions with consumer needs as the primary driver, today’s understanding of the consumer is nowhere near what it will be when AI becomes mainstream. Brands will create experiences that naturally integrate with each consumer’s day-to-day lives powered by data analysis at both individual and aggregate consumer levels.

Everything from shopping to driving will draw from user behavior to become highly pertinent and personalized to the end consumer. Intelligent prediction and optimization will allow the consumer to feel that each branded product or experience is made just for them.
What a brand wants to create is that happy moment when you just “click” with the consumer. That’s the best experience a brand can have.
Andy Mauro, Automat
Powerful Use Cases of this trend are:

  • Retailers Models for “Anticipatory Shipping”
  • Brand Interactions Incorporate Emotional Intelligence at Scale
  • E-Commerce Becomes 100% User Experience Focused
Human Uniqueness: When Ideas have Sex
One thing we know for sure: There are some unique human qualities such as creativity, collective exchange of ideas or goods, judgement and empathy that have pushed mankind evolution, and that also have the potential to boost AI, when working together.

British author Matt Ridley argues powerfully in his book The Rational Optimist : Through history, the engine of human progress and prosperity has been, and is, the mating of ideas. The sophistication of the modern world, says Ridley, lies not in individual intelligence or imagination; it is a collective enterprise. “Prosperity comes from everybody working for everybody else.”

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