With every business investing in digital technologies, the question is, "How will leaders set themselves apart in the post-digital future?" Companies face a new level of expectations from consumers, employees and business partners. Digital-era technology, once a competitive advantage, is now expected from every business.
Accenture Technology Vision 2019 trends
In order to differentiate themselves, companies need to look for the next competitive edge by understanding the technology trends of the "post-digital" future and developing a clear strategy to stay ahead of them. These trends are outlined in the 2019 Accenture Technology Vision:
DARQ Power: Understanding the DNA of DARQ – New technologies are a catalyst for change, offering extraordinary new business capabilities. The next technologies every company will need to master are DARQ: distributed ledger technology (DLT), artificial intelligence (AI), extended reality (XR) and quantum computing. DARQ technologies will be the next source of differentiation and disruptive technology, sparking a step changing, letting businesses reimagine entire industries.
Get to Know Me: Unlock unique consumers and unique opportunities – Technology-driven interactions are creating an expanding technology-based identity for every consumer. This living foundation of knowledge is the key to understanding the next generation of consumers and delivering rich, individualized, experience-based relationships.
MyMarkets: Meet consumers’ needs at the speed of now – As we said at the start, being digital is not enough. The next big opportunity is capturing moments that matter. Technology is creating a world of intensely customized and on-demand experiences. As consumers’ lives become more and more personalized through technology, companies must reinvent their organizations to find and capture each opportunity as if it is an individual market—a momentary market.
Human+ Worker: Change the workplace or hinder the workforce – All this new technology is changing how people work and what they do. Workforces are becoming "human+;" each individual worker is empowered by their skill sets and knowledge plus a new, constantly growing set of capabilities made possible through technology. Companies must adapt their technology strategies to support new ways of working in the post-digital age.
Accenture and Google—through the Accenture Google Cloud Business Group (AGBG)—are at the forefront of each of these areas, which we’ll explore in more detail in this blog series.
Today, I’d like to highlight AGBG’s work with machine learning, one of the key components of DARQ.
Google Machine Learning: Cornerstone of DARQ Power
For years, Google has been building machine learning into many of its tools, from G Suite to the most advanced capabilities available on the Google Cloud Platform (GCP). In the post-digital era, Google continues to innovate with new capabilities, such as:
- Cloud AutoML – One of the most ambitious projects, which helps to take the data scientist out of machine learning. With the power of this service, business users can train high-level machine learning models, which are critical to an effective machine learning capability.
- Dialog Flow – A multi-platform, multi-device AI suite that helps to create conversational interfaces.
- AutoML Vision – An image-processing toolkit that trains high-quality, custom, machine learning models for image recognition, with minimum effort and machine learning expertise.
Accenture is focused on using these and other Google APIs and products, which we have combined to create a platform for our clients’ digital transformation. We are heavily focused on customer experience, which is key to our clients’ ongoing success.
For example, when a customer calls one large mobile carrier to switch phones, they are presented with the option to switch to an online, digital experience instead of waiting on the phone for their request to be handled. Accenture’s GCP-based, AI solution is on the call, reviewing the customer’s account history and related information in order to handle their request, and even offer alternative services and offers that might be of interest. Ideally, a customer does not need to speak to a service center agent. Instead, their needs can be handled in the "digital service center," with no human interaction required.
Thanks to GCP’s AI capabilities, our digital service center is able to:
- Prevent calls via proactive messaging, root cause and digital enhancements.
- Deflect calls (and therefore service truck rolls) to the digital service center.
- Expand self-service channels access through social and messaging services.
- Improve service representative effectiveness with agent assist tools.
Although it does reduce the average cost-to-serve, the real value of the digital service center is in its ability to help grow revenue. We have demonstrated that a digital experience can, in fact, upsell and cross-sell products and services.
In the remaining posts in this series, we will explore some of the other ways in which AGBG is helping organizations lead in the post-digital era. To view other Tech Vision 2019 trends with Google Cloud:
Learn how we are using AI to help our clients grow their businesses here.
Learn how we are helping to better understand the real-time "Market of One" here.