Artificial Intelligence (AI) is currently used in modern businesses for a lot more than just gathering data to better program computers for various jobs. By leveling the playing field, AI contributes to the growth and innovation of organizations.

To move businesses to the next level, an overarching AI architecture is required. When paired with other advanced technologies like natural language processing (NLP), automation, machine learning (ML), and more, having a powerful AI architecture will continue to enable huge digital change across enterprises and business sectors.

According to firms across industries, customer experience is the cornerstone for corporate success and critical to staying ahead of the competition. By maximizing interactions between people and automated technology, AI has augmented not replaced human abilities to improve the way businesses connect with their customers. In order to unlock AI’s value for enriching customer experiences and enhancing communications, we need to investigate how AI can be integrated into existing business systems to create a future AI architecture.

Future-Proofing Operations Through Digitization

Businesses changed dramatically in the last year and a half, as the COVID-19 pandemic impacted the way we operate and interact online by allowing individuals to stay connected even when they are separated. This has led to a larger usage of digital approaches in a range of applications, including the use of artificial intelligence (AI) and automation, to ensure business continuity, improve outcomes, and design high-quality contactless experiences.

Businesses must now build a multi-layered AI architecture that blends industry expertise with cutting-edge technologies like natural language processing (NLP), robotic process automation (RPA), machine learning (ML), and advanced analytics. It can have a positive influence across numerous business activities, including sales and marketing, customer support, operations, finance, human resources, and more, when applied over a cloud-based architecture. So, now that the foundations of conversational automation and AI are in place, what comes next? How can we improve our contact and engagement with people and machines by further developing AI and realizing its full potential?

The next step toward smarter AI is to understand emotion and analyze visual data.

Integrating voice and facial emotions to grasp the complete context of human discussions will be the true future of AI. With the usage of AI across the entire business, businesses will experience a reduction in overall operational expenses, increased revenues, and improved efficiencies.

The Science Of Emotion And Technology

According to IDC Futurescapes, at least 65 percent of Forbes’ Global 2000 companies will use NLP, machine learning, and deep learning by 2022. These models will allow for use cases such as task automation and question answering in customer service, human resources, procurement, and other areas. By delivering automated, intelligent, and useful discussions with customers that create better business results, this powerful AI and video has the potential to usher in new waves of the transformation.

Businesses will be able to use video technology to analyze and better comprehend people’s facial expressions, emotions, and levels of engagement during meetings and when customers connect with businesses. Organizations will be able to make better-informed decisions based on the insights obtained from this data, which will help them enhance their operations. Most importantly, AI will aid in the advancement of better, more human communications via digital channels.

For example, a speaker at a virtual conference addressing a crowd of more than a hundred people will never truly know if every single person in the room is paying attention. Companies that use video AI, on the other hand, can identify and interpret facial expressions and eye movements to assess how attentive the audience is. All of this data may then be sent back to the speaker, allowing him or her to learn and improve on their presentation and public speaking skills both during and after the event. The data might also be used to determine the audience’s attitude toward the adoption of a given product or service.

The Potential For Transformation Is Limitless

Being able to “detect and act” on all elements of conversations – including visual, emotional, and engagement cues – is becoming increasingly vital in today’s digital-forward environment. Having a solid AI architecture that combines all aspects of a business will be a strategic differentiator that can help innovate and change entire industries for organizations looking for a competitive edge. As businesses become increasingly reliant on smart technologies to support and improve the quality of their interactions with customers, AI will continue to play a critical part in the future of customer experience.

While AI as an “all-thinking, all-knowing, context-switching” technology is still a work in progress, we are still a long way from it. By 2026, according to IDC, only 20% of AI will be closer to AGI. It is expected that artificial intelligence (AI) will be capable of using actual thought processes, human-like logic leaps, and the ability to combine information from multiple sources to arrive at a comprehensive response in five years.

Conclusion

In the future, AI architecture will enable fresh waves of the digital transformation by providing automated and intelligent conversational and collaboration tools. This will lead to better, more consistent communication between all departments within a company. 

So, if you wish to know more AI’s role in architecture, contact the ONPASSIVE team.