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The Cognitive Computing platform is mirrored closely to how the brain works. It is based on how humans make decisions. The computer systems do not follow a specific pattern or fixed programming protocol. The computer intelligently identifies patterns thinking like a human brain. We can expect more cognitive computing platforms to bring about a new way of delivering services. We are starting to see that in healthcare for example. Memorial Sloan Kettering clinicians are partnering with IBM to train Watson Oncology to interpret cancer patients’ clinical information and identify individualised, evidence-based treatment options for its patients.
In the contact centre space, we are starting to see contact centres using various technologies to create efficiencies such as cloud computing, self-service applications, web based platforms and analytics. IVR technology has been used for years by contact centres around the world and when you add artificial intelligence to that equation, it changes the face of how the contact centre of the future will look like.
Last year IPsoft unveiled “Amelia” which is an AI contact centre agent. “Amelia” is designed to think like a human and can help answer complex customer queries. Whilst artificial intelligence solutions will gain in adoption, it is worth noting that the human element is still important as not all services can be taken over by AI. Intelligent Personal assistants are also making its way in the market with Facebook’s M and Baidu’s Duer. The battleground for Intelligent Personal assistants will increase with nearly every large technology company investing in developing an intelligent personal assistant platform. Other popular solutions in this space vying for a share in this market include Siri, Cortana and Google Now. These platforms will offer a wide range of services which include booking a taxi, ordering food, groceries and other online goods.
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