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AI & The Future of Work

By Paula Bernier July 16, 2018

The pace of business is accelerating. New market entrants are challenging businesses in new ways, and companies like Amazon have conditioned customers to expect more from the organizations with which they do business.

That means businesses need to be smarter about how they leverage their resources, cater to their customers, and reach out to their prospects. They need to:

  • Provide workers with the tools they need to be as productive as possible;
  • Bring employees and partners together to communicate and collaborate to create winning strategies, and to provide the best possible solutions on time and within budget; and
  • Deliver more consistent and personalized customer experiences across their customer service, marketing, and sales efforts.

This is The Future of Work.

The Future of Work is a new event from TMC that explore how artificial intelligence, machine learning, and natural language processing can improve business communications, collaboration, contact center and customer service, and marketing and sales experiences and initiatives.

This event will take place Jan. 30 through Feb. 1 at the Greater Fort Lauderdale/Broward County Convention Center in Fort Lauderdale, Florida.

We’re accepting session and speaker suggestions for The Future of Work through July 31. To submit your ideas, please visit this link.

Amazon has led to way in providing customers with personalized experiences and quick service. That has conditioned customers to expect more from businesses.

Telsey Advisory Group expects Amazon to account for nearly 10 percent of total retail sales by 2020. The company’s customer-centric approach and use of advanced technology platforms have transformed what was once just an online bookseller into a giant, multifaceted business – both online and in the physical world.

Now other businesses are working to figure out how they, too, can use advanced technology platforms – including AI and ML – to attract new customers, keep and grow existing ones, and drive efficiency.

As Amazon taught us, advanced technologies like AI and ML can help businesses deliver more personalized customer experiences in the form of purchase suggestions and targeted marketing messages.

Many organizations are already using marketing automation platforms and available solutions in this realm continue to gain sophistication.

The AI-empowered marketer can do personalization at scale, ensuring they deliver the content that will best resonate with each customer and prospect. AI can help marketers better understand, segment and create personas for, build content for, and deliver messaging to people in an optimized way.

AI also can help businesses grow their sales, leveraging sales acceleration and automation platforms to help track customers and prospects, and to serve up the best content at the right time.

In contact center and customer service scenarios, AI-based solutions can quickly and automatically match up customers with the best possible agents or other resources to meet their needs. That way, customer support operations can use their resources more wisely, and their customers have better experiences.

AI-powered chatbots can allow organizations to address customer inquiries at all hours and without human intervention. Such automated assistants can also serve up customer service personnel with the information they need to provide faster and more personalized answers.

Natural language processing now allows businesses to automatically understand and respond to inquiries that customers express in their own words. There are so many other great opportunities to leverage the value of AI, ML, and NLP for customer service, too.

Artificial intelligence can also greatly improve business communications, collaboration, and conferencing within an organization – or between the employees and partners.

For example, AI can enable conferencing equipment to track conversations. That way, cameras and microphones can focus on and optimize audio for the current speaker. AI-powered solutions can capture and transcribe meeting conversations. That allows meeting participants, and anyone who missed the meeting, to easily review and search meeting content. AI can also recognize individual employees based on their preferences and requirements, and use those details to automatically initiate calls, and adjust conference room lighting and system volume and other settings.

Of course, that’s just a small sampling of what’s possible with AI related to business communications, customer service, marketing, and sales.

For more information on The Future of Work, visit www.futureofworkexpo.com. To learn about exhibit, speaking, sponsorship and branding, and other opportunities at The Future of Work, contact Dave Rodriguez at 203-852-6800 x146 or drodriguez@tmcnet.com.


Edited by Erik Linask

Executive Editor, TMC

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