Other parts of this series:
In my last posts, I outlined how artificial intelligence (AI) is taking on ever more sophisticated and prominent roles, and is about to become the face of a brand. In this final post, I will wrap up the series with some conclusions and predictions based on our Technology Vision 2017 survey of 5,400 business and IT executives.
What were once dumb machines are becoming smarter and smarter—enough for people to communicate with them on a human level. By collaborating with companies, and other systems on their behalf, artificial intelligence makes everything it touches smarter—and by learning as it goes, it continues to accelerate its own usability.
For businesses to capitalize on AI-powered and enhanced interactions, the conversation should start inside the organization. Leaders should begin with existing channels and make them smarter. From that point, they need to ask fundamental questions about interactions with customers and employees, and consider them in a new light.
Current interfaces are based on user interface (UI) design with a universal limiting factor—a screen. It will be important to train the UI team to take advantage of AI technology, and re-think interfaces without screen limitations. From experimenting with existing channels, companies can develop an approach to multidimensional conversations.
It’s time for the C-suite to fundamentally re-examine how people interact not just with technology, but also with their business. That approach will prove critical as AI takes on the primary role of interacting with both your customers and employees. AI can be a key point of distinction for your business versus competitors, and so should be considered a core competency demanding of C-level investment and strategy.
Much more than just another technology tool to help increase efficiency or generate value, AI is no longer about how your company does things—it’s who you are.
In our Technology Vision 2017, we make the following predictions with regard to AI1:
- In five years, more than half of your customers will select your services based on your AI instead of your traditional brand.
- In seven years, most interfaces will not have a screen and will be integrated into daily tasks.
- In 10 years, digital assistants will be so pervasive they’ll keep employees productive 24/7/365, operating in the background for workplace interactions, like creating video summaries right after an important meeting.
For more information on this and other trends, take a look at our Technology Vision 2017 page.
- “Technology Vision 2017: Technology for People – The Era of the Intelligent Enterprise,” Accenture, 2017. Access at: https://www.accenture.com/t20170321T032507__w__/us-en/_acnmedia/Accenture/next-gen-4/tech-vision-2017/pdf/Accenture-TV17-Full.pdf?la=en