Path to the Intelligent Enterprise
Automation, Artificial Intelligence (AI) and human-machine interface technologies are manifesting themselves in various forms within the enterprise as well as in consumer space. Conversational Platforms, a new breed of tools, are emerging by combining the power of these tools & technologies.
Digital workforce or bot economy has been evolving under the Robotic Process Automation (RPA) umbrella from simple attended/assisted bots to autonomous bots, which is also called Cognitive/Intelligent Process Automation (CPA).
Artificial Intelligence has long history of over 6 decades, evolving from simple rule based intelligence to complex cognitive intelligence. While Business Intelligence, Data Science(Data Mining) are used primarily for decision-making, Cognitive Intelligence can be used for business operations as well.
For example, computer vision based vehicle damage assessment automates a part of claims management process, natural language processing(NLP) based customer support, automates help desk processes, and speech recognition enables transcription.
Like wise, human-machine interface has also been evolving over time, from hardware controls to digital menu-driven all the way to current conversational interfaces using text and voice commands. Currently, researchers are exploring brain machine interfaces, if they do succeed, in future we could see thought controlled machines as well.
Conversational Platforms leverage the latest developments in automation, AI, human-machine interface tools and technologies. They enable communication between the enterprise and its stakeholders in a conversational mode, as opposed to traditional transactional mode.
These Conversational Platforms can be used to develop conversational AI applications(Conversational Chatbots, Digital/Intelligent/Virtual Assistants), upgrade business processes with intelligent agents making them context aware and smart, and they can expand the channels of access beyond traditional website, mobile apps to social media channels such as facebook, WhatsApp, Telegram as well as collaboration platforms such as Cisco Webex Teams, and Messaging platforms such as Slack.
Conversational Platforms enable the:
- Communication between the enterprise and its consumers in natural language
- Access to enterprise systems through any of the popular social media channels available on cell phones of the users
- Enterprise systems to become context aware and intelligent, across business processes leading to Intelligent Enterprise
- Usage of unstructured data(text, images, videos, audio) for automating business processes smartly
- Embedding of machine learning algorithms within business processes
Typical Functions Supported by Conversational Platforms
- Frequently Asked Questions(FAQs)
- Product/Service Enquiries followed by purchase
- Technical Support
- Operational Support
- Self Service/Do it Yourself operations
Information Technology powered by ERP, CRM, SCM applications enabled global enterprise of yesterday. Enterprises could span their supply chains and customer base across the globe, by procuring raw material and manufacturing where the costs are lower, and selling where they get higher price.
Digital Revolution powered by cloud and mobile technologies enabled real time enterprise of today. They enabled 24x7 access to the enterprise from anywhere on the globe! This has improved customer convenience, thereby sales and extended sales window also enabled better profitability.
Artificial Intelligence powered by Big Data, NLP, Computer Vision, Speech Recognition will create Intelligent Enterprise of tomorrow.
As Artificial Intelligence tools penetrate into enterprise systems, enterprises can start emulating human behaviour of sensing, thinking, acting and learning cycle continuously. NLP, Computer Vision and Speech Recognition tools enable organisations to sense what is happening around them, Big data and Data Analytics tools enable analysis of the information gathered by senses and think about potential actions, and then automation tools enable suitable actions.
Conversational Platforms play a key role in developing applications leveraging all these tools in a well co-ordinated manner to create tomorrow’s Intelligent Enterprise.
Artificial Intelligence powered by Conversational Platforms enables Intelligent Enterprise:
- Context aware, Smarter and Intelligent processes
- User interface changes from GUI to Conversational
- New channels of access such as facebook, WhatsApp, Telegram, Slack etc.
- Hyper Automation and Business Agility
- Leverage Big Data, NLP, Computer Vision and Speech tools and technologies