Technical Director of IBM
Currently it is more and more common for us to interact with solutions based on AI (Artificial Intelligence): from talking to a virtual assistant to solve a query or choosing the best route to avoid traffic congestion. For companies, AI is also a key technology to help them to create new offerings and even business models, and most importantly, to leverage data usage.
Some organizations are starting to think about using AI for a bit more transformation. The main area is undoubtedly the commercial one, where AI It serves as a tool for solving specific problems. such as cost efficiencies, enriching customer and employee experiences, increasing success rates, and optimizing supply chain performance, among others.
In Argentina, the adoption of AI continues to grow steadily. In 2022, 19% of companies have implemented it and 51% are exploring itaccording to IBM and Morning Consult’s Global AI Adoption Index 2022.
For AI to progress and be truly beneficial to organizations, companies need to focus on defining the best use cases and being accountable in managing data, as well as building AI systems that are explainable and transparent . Not all business challenges are right for AIdespite the exaggeration of promises that might lead us to think so.
Particularly in Argentina, the starting point of AI has been aimed at improving the experience of customers and employees. Artificial intelligence enables brands to offer greater access and reliable and innovative experiences, increasing customer loyalty and satisfaction. For example, the use of conversational AI in this area is growing rapidlylargely due to the capabilities of natural language processing and machine learning.
More and more insurance, financial services, and healthcare companies are evolving away from virtual assistants—anything related to care that was traditionally done through a call center—with the goal of streamlining care.
The use of AI is also present to support the work of HR professionals, facilitating access to information by employees or simplifying internal queries. By focusing on the human aspect, you improve the experience for collaborators and employees, freeing up valuable time for your professionals and reducing their operational load.
A global study by the IBM Institute for Business Value (IBV) on virtual agent technology found that 99% of organizations experienced increased customer satisfaction. It’s also the employee improving their experience: 20% is the average contribution to human agent satisfaction attributed to virtual agent technology.
Another interesting example of the use of artificial intelligence is Drumwave in Brazil, which is putting the consumer in control of their data through a virtual wallet, which allows individuals and businesses to decide how they want to give access to their data.
AI is also a catalyst for strengthening information security. As the volume and complexity of attacks grow, artificial intelligence technologies such as machine learning and natural language processing capture threat intelligence insights and deliver rapid insights to security professionals. This reduces response times.
Finally and much more recent is the use of artificial intelligence to understand how areas of systems consume resources from their platforms and how we can optimize them. This allows not only to better understand the use of technological resources, but also to predict behaviors that in the future will make it easier to understand consumption peaks, possible failures and be ready to face them.
But to ensure that AI has a positive impact and that we can realize its full potential, the organizations and even governments that want to use it have a fundamental responsibility to build trust in this technology, i.e. create reliable systems and ensure that the technology designed and used responsibly. Well, the purpose of AI is to augment human capabilities, not replace them.
Source: Clarin
