One of the firms we represent is a totally technology-agnostic AI consultancy. They conceive, design and build customer and employee apps that use a variety of AI technologies. They simply pick the right set of AI tools for the job.
This consultancy was recently tasked, by a loyalty card operator, to prove that AI could quickly answer a customer’s queries without ever having to talk to a human or to scour through FAQs (which are loathed and often next to useless).
Their solution was to create a web-based chat bot. They used Watson to help recognise and understand the question and another product to drive the Q&A process that rapidly solves the customer’s query. And believe me, this is one clever bot! It can easily handle misspellings and accurately interpret questions that are phrased in multiple different ways – including street slang and jargon. I estimate that this tool could handle at least 25% of all customer queries – and that adds up to a massive cut in the number of calls that need to be routed through to a human.
So, how many days of effort did it take our AI consultancy to design and build this AI-driven chat bot? Well, you will probably be astonished to learn the answer: just five man days to design and build a tool that could potentially reduce call centre volumes by around 25%.
That’s why I am convinced AI has truly arrived. It is the ‘now’ technology. It’s simple to deploy (if you have the expertise). And that leaves just one question to answer: where, inside your enterprise, are you going to deploy AI?