No longer a thing of the future, artificial intelligence has interwoven itself in the fabric our lives. When we search Google and watch Netflix’s “suggestions,” AI-driven algorithms are humming along, digging through data for patterns, anticipating our desires and learning to understand our habits. The existence of AI in our natural discourse with machines has become commonplace (like when we speak to Siri or Alexa, for example). It is through the combination of IoT and artificial intelligence that we are teaching decision-making skills to our machines, empowering machines to act cognitively and assist us in both our personal lives and industry.
AI in retail, and particularly in customer support, is on the rise. Bots and digital assistants increasingly rely on natural language processing to identify problems and engage in automated conversations. AI uses algorithms to figure out the best way to route a question or a call, with the overall intention of shortening the wait time for customers, improving customer satisfaction, and ultimately securing customer loyalty.
In manufacturing, more and more industries build their equipment with sensors to monitor machines and their parts. Predictive analytics is AI at work establishing optimum speed and quality and necessary maintenance schedules.
Fleet management, warehouse administration, and logistics in supply chain management use AI to analyze massive amounts of data collected through the IoT. That information is then used to organize business practices and efficiencies.
We can’t forget the role of AI in cybersecurity, analyzing data to identify unusual activity and patterns that indicate a breach. This increasing sophistication allows security to go beyond firewalls and ineffective blacklists. Banks use this same technology to detect and identify suspicious activity and fraud.
In B2B technology, the Watson Assistant is an example of a machine that exists because of IoT and AI. By using the cloud, Watson helps businesses increase brand loyalty and transform customer experiences. An application of the Watson assistant is “Josie Pepper” a robot at the Munich Airport’s Terminal 2 which acts as an ambassador to assist passengers. It has a rich conversational back-end covering a range of topics, from weather information to small talk. And The Royal Bank of Scotland is piloting the Watson Assistant to act as a triage call center by responding to customer queries and directing customers to a human agent as required. As developers continue to explore intelligent technology, companies like Uber, Amazon, Tesla, Google and others, will continue to flourish and will continue to add value to our lives.
