03 Exploring the Power of AI: Transforming Business Processes and Enhancing Customer Experience

Dear friends, 

Happy Friday! This week went fast for me. Hope you had a good week, and I am sure you are looking forward to the weekend 😊

Yesterday, I presented the business process automation use case. I shared an example of using NLP to enable customer service automation use cases - 02 Preparing for the AI Tsunami: Exploring AI Use Cases for Business Transformation

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Computer Vision AI to Detect Defects in Real-time

Let's look at another use case using the computer vision capabilities of AI. Computer vision is the ability to analyze images and videos in real-time. While the applications of this AI capability are numerous, one good example is using this ability in a manufacturing plant to detect defects during the assembly of products, be it a car, a computer, or even a pizza. Yes, I said pizza. Isn't that amazing? As you can see, what limits the application of AI is the creative ability of the human mind😊.

Collaborative AI: Augmenting Human Capabilities for Improved Business Results

Now that also brings up an interesting topic around the debate I see all over social media around AI replacing humans. While I can't say one way or the other, one positive thing about AI that we can talk about is the field called Collaborative AI.

Collaborative AI is about leveraging human capabilities like creativity and social skills and the speed, scale, and efficiency of intelligent machines like robots to enable new use cases like cobots, which are simply robots that work alongside humans at work. That's a growing field, and Harvard Business Review has found out during their research that the companies that have used AI to augment humans at work have reaped increased revenue compared to the businesses that have removed humans in place of AI. Something for businesses to think about. It would be helpful if companies proactively adopted AI to beat their competition and protect jobs simultaneously. 

Power of AI in Business Process Automation: Opportunities for Job Creation

Now, back to our business process automation use case, imagine the incredible number of opportunities a company will have to simply incorporate AI to automate their run-of-the-mill processes. Such is the power of AI! 

People can think of it as a threat or an opportunity. I belong to that side of the fence that sees this as an opportunity for humanity for more jobs. I will address that in my future articles. In fact, one of the reasons why I started this newsletter is to take people along with me on this exciting opportunity in front of us.

Unlocking Business Transformation through Process Optimization with AI

The next golden opportunity for business transformation is to optimize business processes. This is a much broader and more impactful use case. It involves analyzing business processes to identify improvement opportunities such as predicting demand, forecasting resource needs, improving employee productivity through better communications, etc.

One subtle difference between process automation and optimization is that while BPA is focused on automating individual tasks within a process to improve process efficiency, process optimization is focused on improving the overall workflow of the process to make it more efficient, effective, and streamlined.

Optimizing a process is much more involved and could involve reengineering a process, removing unnecessary steps, automating, simplifying, and so on. And it would involve detailed process mapping exercises, data analysis, role analysis, user mapping, systems mapping, etc. 

Enhancing Customer Experience with AI: Personalization, Chatbots, and More

AI can help improve customer experience through the following use cases; this is not an exhaustive list. We are going to find that the list of use cases for AI is quite vast, and it will take some time and effort to home in on the ones that matter!

• Personalization - Using predictive analytics to analyze past customer interactions, AI can better understand customers' needs and behavior and, therefore, recommend personalized offers and products, solutions to problems, etc.
• Better customer service through chatbots using NLP to answer queries 24/7, route to the right person, schedule appointments
• Targeted marketing campaigns by analyzing customer data to generate relevant messages and thus increase customer loyalty
• Using computer vision and speech recognition to recognize customers on the website, and contact centers and to tailor the experience accordingly
• Conduct sentiment analysis of reviews, complaints, and surveys to recommend solutions to problems.
• Use speech recognition to analyze phone calls and chat to identify areas of improvement as well as to train agents.

The First Step in Enterprise AI Transformation: Identifying Use Cases to Solve Business Problems

It really boils down to two things; first, we need to understand what AI can do, and then, as humans, we must look at all the processes that we have in our companies and use our creativity to imagine how we can apply AI to solve our business problems. 

I hope this article has got you thinking about how and why AI will play a significant role in your organization. In the playbook of an Enterprise AI transformation, this is the first important step you and your team will be involved in: identifying the use cases for AI to solve a business problem.

Thanks, my friends, and until next time, see you!

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Disclaimer: All opinions are my own. I am speaking for myself only and do not reflect the views of my employer.

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