A large aspect of where technology is heading today is predictable. This may be a generic overstatement to most people but, we must bear in mind that technological systems of all sorts like AI in telecom will have underlying meanings, urgencies, and tendencies.
These tendencies are derived from the very nature of physics, the chemistry of everything that drives us. Ultimately the very basic atoms and electrons that comprise recurring patterns. We can almost draw a parallel inspiration to earth’s gravity here. For example, imagine a landslide down a valley. The path that a single rock will take is completely unpredictable. The general direction of the landslide is inevitable, i.e. it is downwards. So, we can say that some of these underlying tendencies are predictable and most definitely inevitable. One such tendency that will drive today’s world to propel into the future making things smarter and smarter. The general direction here is ‘cognification’ of things or better known as Artificial Intelligence (AI).
Taking a step back, most people today are comfortable with the term that ‘Data is the new Oil’. Drawing down from the analogy above, Data is like the rock that rolls down the valley during a landslide. They are the building blocks that define a direction, a tendency, but the real value is created by the direction in which the world is moving and reinventing itself continuously i.e. Artificial intelligence. So, data is the new ‘Oil’ and for a fact, Artificial intelligence is the ‘Next revolution in mankind’s history’.
At a glance, the terms AI and Mankind don’t seem synonymous right? Think again. This can be bluntly stated because devoid of human benefit there is no purpose of AI. The synchronous harmony of the two is the goal of every industry and company to achieve their desired goals.
Taking the example of the Contact Center Industry, many argue that the introduction of Artificial intelligence will replace the role of agents. But the technology that AI brings only aids, such agents, to become more efficient and better at their respective roles and reduces overall costs and customer churn of an organization in the long run. This again has proved to be a double-edged sword.
Primitive chat-bots, IVR systems, and automatic email triggers are the most basic type of AI available in the industry to enhance customer experience today. More often the customers are left struggling with a unidirectional solution that automated systems provide due to their inability to adapt to ‘personalised’’ needs of each customer profile.
The tectonic plates of technology are shifting. By new innovative Artificial Intelligent solutions driven by the telecom industry, the synchronous harmony between the ‘Man and Machine’ can be achieved.
Some recent interesting developments amongst many, in the Telco industry, include:
All in all, we are only now beginning to grapple with the future potential of AI in telecom and various other industry paradigms. This will definitely lead us in the new ‘information society’ which is yet to be fully unravelled. The wheels have been set in motion, and AI is most definitely here to stay.