Candice Arnold - 16 April 2019
A recent Forbes Insights survey confirmed that there is strong C-Suite interest in artificial intelligence, with eighty percent of CEOs and eighty-five percent of IT leaders pointing to AI as a core component of their digital transformation efforts. While the technology is sometimes—and mistakenly—associated with job loss, AI’s true power actually lies in its ability to augment human decision-making.As PwC put it in their “2018 AI Predictions” report, “…it’s the established process between [humans and AI] that is the real key to success. This unparalleled combination will become the new normal in the workforce of the future.” With that in mind, let’s take a look at how AI is reengineering decision-making in some key sectors and allowing companies to operate more intelligently.
- Customer service: The customer support industry is perhaps one of the most obvious examples of how AI can be deployed to handle repetitive, time-intensive tasks. When the issue is too complex for a machine, however, or if human involvement is required for another reason, the interaction can be seamlessly transferred to a live customer service agent. As the PwC report alluded to, it’s the ability for machine and man to work together that makes for a successful implementation of AI in the support sector. Case in point, Salesforce’s recent State of Service report found that eighty percent of customer service decision makers believe AI is most effective when deployed with—rather than in place of—humans.
- Cybersecurity: Cybersecurity is another sector rife with AI implementations, with the technology being considered for activities ranging from threat detection to fraud mitigation to endpoint security. A 2018 Gartner report found that AI was the most frequently mentioned cybersecurity technology CISOs are reviewing, and respondents in the Forbes Insights survey pointed to threat detection and remediation as top use cases, followed by identity management and video surveillance solutions tied to AI.
- AI in testing: Number three on Gartner’s recently released Top 10 Strategic Technology Trends for the year was AI-driven development, with the firm giving a nod to automated testing as a key use case of this technology. The customer experience is the holy grail of the digital economy, necessitating that companies forget about testing code and focus instead on testing the overall customer experience. Incorporating AI into the test automation strategy is essential to doing this successfully, as it enables companies to test every permutation of a site to ensure it always delivers an experience that delights its end users. Intelligent test automation also continuously tests site performance—a task that would simply be too burdensome and time intensive for human testers alone.
Sixty-seven percent of the execs surveyed by PwC say AI will help humans and machines work together to operate more effectively using both artificial and human intelligence. As such, regardless of the industry in which you operate, now is the time to invest in AI-driven solutions in order to reap the greatest benefits as the technology matures—and as human workers grow more accustomed to collaborating with their machine counterparts.
Learn more about AI in testing and how it can give your company the AI advantage.