Chatbots are increasingly popular in the suite of automation solutions. For example, at a leading Fortune 500 audit and advisory firm, we have implemented a multi-lingual chatbot-driven service desk automation solution, integrated with enterprise collaboration platforms for employees distributed globally.
Similarly, at a Fortune 100 global transportation and logistics company, we are implementing a consumer-focused chatbot to address the most frequent queries related to aspects like tracking shipment status and container location. This helps improve productivity of customer help desks and improve customer experience.
Advanced data analytics at scale: With enterprise data already on the cloud or moving rapidly towards it, data integration and crunching is now possible at scale and AI is playing a big role in next wave of advanced data analytics.
AI-based insights, advanced reporting and dynamic visualization are among the chief benefits to be had with real-time analytics. For example, at a leading medical devices company, we have used our proprietary AI-based report rationalization solution to analyze thousands of enterprise reports and recommend an optimized reporting solution on the cloud. This has reduced the volume of redundant reports and maintenance costs for the company. Most importantly, our solution helped develop a reporting stack with which our client gets far better insights into their business.
Triggers for the shifts
Why are those shifts described above occurring? The pandemic has brought on new “cost pressures,” and the implications of work-from-home for automating processes, as companies grow anxious to retain their market shares.
With the sudden shift to work-from-home for employees and customers, businesses face the need to connect and collaborate on a real-time basis and in a virtual mode.
One of our clients in the education services industry has for decades conducted standardized testing for K-12 and college-level courses in ‘in-person’ environments at its test centers, schools and accredited third party locations. With the COVID-19 situation, in-person testing is not feasible or is severely restricted. The company now has to provide the same tests in an online environment and make sure the that its test results have the same trust and integrity. This has forced it to rapidly accelerate its digital transformation efforts and roll out virtual tests at scale for millions of students.
Another big driver for the shifts underway is the commoditization and availability of at-scale technologies. That includes high internet speed, cloud infrastructure at scale and on demand, billions of connected devices, low-cost compute power and cheap data storage, to name a few.
- Digital transformation is now more urgent than ever before. Organizations now don’t have a choice of either/or.
- Technology is driving differentiation in marketplace across industries. Organizations that are far ahead in digital transformation are winning. Technology is now a center-stage agenda item in board rooms.
Customers are increasingly doing transactions in an ultra-connected world. Rolling out connected solutions for them is the only way for businesses to survive and grow.