Last week I spoke about AI at the Argyle Forum webinar and at the ConnectID Conference in Washington, DC. Technology is emerging and we need to find a way to integrate it. In order to get approval for AI initiatives from our CFOs and/or boards and to get AI adopted by our customers, it must meet a specific customer experience need or fill in a journey gap.
As Jessica Groopman summarizes, AI can be broken into 3 major streams: big data, vision and language. These streams come with various applications that have clear business cases that we can learn from.
AI Big Data Application
Ancestry uses big data to explore DNA and compare it to hundreds of thousands of records it already has in its database to provide customers with insight about your genetics origin. Even my genetics specialist suggested last week that my husband and I check our ancestry there. Information is power, and knowing more about who we are and where we come from is a big gap in our journeys as individuals. Ancestry utilizes big data and creates a product and a customer experience that makes sense to the end user. This is why their product is being adopted by customers.
AI Language Application
At Waverly Labs Andrew Ochoa and his team are using machine translation to break down language barriers around the world. With an ear piece and an app, users can travel anywhere in the world and hold a real-time conversation with locals without learning the language of the country they are visiting. That is real game changer in communications. Imagine finally having a real conversation with your waiter in a small French bed and breakfast and ordering the best local dish. Or speaking to your mother or father-in-law without having to learn the mother tongue of your spouse (although understanding each other better could deteriorate that in-law relationship :)). These real customer experience gaps drove 22K people to fund Waverly Labs on IndieGogo and helped Andrew Ochoa raise $4.5M.
AI Vision Application
Facial recognition is one of the most common applications of vision AI. Yesterday at the ConnectID Conference we saw a variety of trials that prove the use of facial recognition at the airport to enhance efficiency and security for the customer and his/her journey. Airlines and airports all over the world are working on refining the value proposition of these deployments with the seamless biometrically enabled journey as the end goal.
Last year we wrote about eBay and their big bet to make AI the center of their product design. E-Bay is building the ultimate personalization, making it possible to design an outfit that does not exist! We are all learning, but one thing is certain, chatbots are not the only application in AI and if you are a competitive customer experience professional, you better learn all the answers AI has to offer before you find yourself with a stupid chatbot in your contact center while your competitor used AI to reimagine the customer experience, embracing a technology that drives them straight into the future.
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