The Impact of Cognitive apps on the Enterprise
I've been meaning to write about this for a couple of weeks, lucky for me it seems that the starts have finally aligned.
After encountering Watson's personality analytics service recently I started to dig deeper into how such a service can be utilized to provide a competitive advantage to enterprise users.
What stood out immediately was how such a service can be used within the sales/service CRM areas, using such a service it is possible to build a highly accurate profile of a client or a prospective client over time, in doing so a cognitive system can be used to assist the sales team(s) to communicate using the most effective
keywords during a communication.
Think sales Emails & proposals containing sentences and keywords which would resonate
with a client or a prospect, doing so would increase the chance that a sales opportunity would progress through the pipe-line to the next stage.For evidence on how important this is search for the acquisition of Relate-IQ by Salesforce recently
Now lets take this a step further, what if you had a number of cognitive services combined into an automated customer support system, one that could understand sentences written (or spoken) using natural language.
Such a system could also be capable of figuring out
how a person is feeling throughout the conversation (whether they're stressed, angry or happy) and respond appropriately.
Imagine an intelligent customer support system which can resolve support issues with a high level of satisfaction almost every time.
Said system could utilize the knowledge gained from all of its instances while interacting with customers to increase its knowledge and to provide a higher level of service.
IPSoft's Ammelia seems to work this way, wonder if there will be a Watson equivalent.Looking at some of the demo services available I can see such a system becoming a reality very soon
Taking this yet another step further, what if we were to introduce decision making through AI into the enterprise
(see Tradeoff analytics in the link below) , suddenly big data becomes extremely valuable, being able to look at all the data sources stored within an enterprise I can easily see an AI used to call the hard shots without being distracted by any factors which would otherwise affect the judgment of a human being.
The way I see it all of the above is just the tip of the iceberg when it comes to cognitive computing, with the introduction of new hardware (nueromorphic chips etc.)
So, when machines start to outperform people within the enterprise world, one wonders how long will it be before the larger enterprises start shedding jobs and resort to employing narrow AI agents and eventually AGI agents instead of people.
On one hand, productivity will soar, customer satisfaction will reach new heights. on the other hand, people will lose jobs and will have to find alternative means to make a living.
The near future will be very interesting for sure. #artificialintelligence #enterprise #cognitive #system #software