With artificial intelligence (AI) and machine learning (ML), businesses will become more adaptive, real-time, predictive and cognitive—moving away from manual, process-centric approaches to completely automated, data-driven ones that will set the stage for prescriptive and predictive analytics, and a future of autonomous capabilities that will add value to services, interactions, collaborations and relationships.
Whether in personal, work or B2C and B2B environments, the predictive capabilities triggered by advances in AI and ML will mean more personalized and value-driven approaches to everything we do. Netflix is experimenting with AI-powered algorithms for personalized movie trailers; automotive companies are thinking about the ways in which cars can transcend transportation and become full-blown IoT devices that entertain, inform and connect people to other devices and collective intelligence; health care providers are improving not only patient outcomes but enhancing the work-life balance of healthcare professionals using AI; airlines are transforming the passenger experience and revolutionizing the detection of anomalies in aircraft.
The goals are to remove friction, to automate, personalize, secure, and add value. To succeed, businesses will need to more effectively capture "context" so that a person’s real intentions and preferences are actually reflected in the digital channels and options presented to them. As that happens, businesses will have to provide better interfaces for customers to dynamically change and control their preferences about interactions, devices, channels of engagement and relationships with third parties, as well as what information that can and cannot be shared at certain times, in certain places. These will change as people evolve and become more comfortable or less comfortable with certain technologies, interactions and third-party relationships.
For an enterprise to be truly AI-centric, every aspect of the business will require communications in order to enable a better customer experience; accelerate digital business; and improve networks and security.