December 21, 2017
Say “Hello” to your new co-worker, powered by AI
By: Venkatesh A. Rao

Have you met your company’s new digital spokesperson, powered by artificial Intelligence (AI)? The way people interact with technology is changing.  AI is moving out of the back office and taking a place, front and center, in employees’ and customers’ user experience, helping technology adapt to people and predict their needs.  

This is a key trend highlighted in the 2017 Accenture Technology Vision, AI enhances users’ experience with technology, improving adoption and data quality by working in collaboration with users. AI is making every interface both simple and smart—and setting a high bar for how future interactions will work. It will act as the face of a company’s digital brand and a key differentiator—and become a core competency demanding C-level investment and strategy.  


Tech Vision 2017 trend: AI is the new UI—Experience above all 

Google Cloud® has been at the forefront of this trend, using AI in features now common in everyday life:

  • Search ranking and speech recognition in Google Search

  • Smart reply and spam filtering in Gmail®

  • Text, graphic and speech translations in Translate

  • Face and object recognition in Photos

  • Street-view images and local search in Maps

  • Richer text ads and automated bidding in Ads

  • Google's voice-controlled virtual assistant


The data advantage

AI is only as good as the data that fuels it. This is especially true when AI is used to enrich experiences with highly contextualized insights that are driven by data sourced from several entities.

Accenture’s proven, global integration experience helps to merge and improve the quality of internal data sources, and enrich them with external, private and public sources. Google Cloud then makes it easy to ingest this data, train machine learning models, deploy and operationalize them with a unified toolset on its high-performance and reliable cloud platform.


Putting AI to work

The time has come to get strategic about using AI to improve how we experience technology.

According to our global Technology Vision 2017 survey of more than 5,400 IT and business executives, 79 percent agree that AI will help accelerate technology adoption throughout their organizations. In short, AI is poised to enable companies to transform the experience and improve outcomes for every critical customer interaction, across a wide range of industries and functional areas:  

  • AI-driven customer care: Transforming customer care operations at large communication companies through speech-and text-based digital assistants that are driven by highly contextualized machine learning models

  • Field worker mobile solution: Machine learning and self-service troubleshooting through augmented reality and virtual assistants

  • Sales worker mobile solution: Combining customer data with machine learning to provide recommendations that improve sales performance

  • Intelligent retail solutions: Reshaping many retail functions, such as the way the retail industry thinks about merchandise returns, through machine learning models that major retailers are using to uncover new and valuable insights into customer behavior and their business operations from returns.

AI is becoming a valuable co-worker, adapting technology to the needs of employees and customers. It will be a key point of distinction for your business versus competitors, and so must be added to business leaders’ strategic agenda. Not only will AI transform businesses and markets, it's becoming central to your digital brand—it’s who you are.


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This document is produced by consultants at Accenture as general guidance. It is not intended to provide specific advice on your circumstances. If you require advice or further details on any matters referred to, please contact your Accenture representative.


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