SHARE



ABOUT THE AUTHOR


Andrew Bourne
Andrew Bourne is currently the Global Chief Technology Officer of Bolste, an all-in-one digital work hub built to unite teams...
Read Full Bio >>
SHARE



Andrew Bourne | August 08, 2017 |

 
   

The Enterprise and the AI Factor

The Enterprise and the AI Factor How artificial intelligence is changing the face of the digital workplace.

How artificial intelligence is changing the face of the digital workplace.

Let's get nostalgic for a minute. Ever watch "2001: A Space Odyssey"? How about "Star Trek"? Think back to some of the futuristic movies or TV shows you've watched and their interpretations of what artificial intelligence (AI) should be. Now take it a step further and apply those to today's work world. Is your mind going to walking, talking automatons, or perhaps more realistically, work computers that can communicate so naturally, you'd swear they were actually super humans?

The thing is, this isn't Hollywood. And especially in today's corporate world, AI is its own animal. In business, it's not usually about a talking robot maid like from "The Jetsons" (though I have no doubt that would be appreciated in many a tech startup). It's about collaborating as teams and, in the end, making companies better and faster, not to mention making resources less expensive.

When it comes to utilizing AI in a corporate context, the questions then become:

  1. How do we create better products and streamline processes to make stronger teams?
  2. How can we leverage this to increase revenue?

To start, let's look at the overall purpose of AI in the enterprise -- arguably, to enhance human interactions. Twenty years ago, promises around AI hit a wall, with the rudimentary databases of the time stifling AI's true potential. Flash forward to today, when we have unlimited, inexpensive storage that can process huge amounts of data in real-time, and AI use cases that were previously thought unattainable are now executable. In other words, workers are now able to use AI in increasingly more effective ways -- and the potential is limitless.

Take something as simple as a chat bot. A bot that previously only had the capacity to answer simple questions can now conquer much bigger feats at work. An AI-enabled bot is not only able to book executive travel, it also is able to utilize data to recommend hotels, flights, recognize previous combinations of efficient travel plans and help with scheduling. And when you add machine learning into the mix, the chat bot could improve these recommendations with time.

As another example, let's look at a consulting firm that's trying to leverage its knowledge base to identify customers and resolve problems faster. If information is captured about previous interactions (and the decisions surrounding them), an AI-based digital work environment can anticipate the needs of the consultants and recommend actions that lead to the most successful outcomes. This means the AI system will enable consultants to retain more customers, learn from their wins (and mistakes), and better identify the types of customers that have been most profitable historically.

The Digital Workplace
As AI continues to evolve, it's becoming more tangible, and current digital workplace models move in line with AI technology's progression.

This progression can already be seen in the emergence of digital work hubs -- comprehensive platforms meant to store data, boost collaboration, and increase team communication. These types of platforms allow businesses to prevent data silos and enable tools to seamlessly speak to each other, thereby setting the stage for AI in their own companies.

For example, let's imagine that a company has a huge project they're working on with a partnership in China. An employee could enter the project into their digital work hub and with AI being leveraged, he or she would get asked smart questions from the system like, "I see you've created a project like this before. Would you like to reuse that information to start your current project?" The technology could even go as far as alerting the creator that "Sherry in the Phoenix office speaks Mandarin. Would you like to add her to the project?" What's more, AI could go outside the work hub and scour the Web for articles, resources and best practices that could help create better outcomes.

With an ultimate goal of yielding faster and more reliable decisions, AI is leading the charge when it comes to modeling natural human behavior. This translates to a workplace that streamlines formerly cumbersome processes, supporting workers to figure out exactly where more value can be extracted. In short, workplaces that embrace digital hubs and AI technology are digitally fortifying how teams work together.

Artificial intelligence promotes a different way of thinking. It also demands a shift in management's approach to work and a culture shift among the employees using these AI-enabled digital work hubs. While it may not always be an easy change, the benefits of AI in the workplace can range from financial boosts to increased flexibility, ultimately allowing employees to focus on what they're passionate about, learn faster, and grow their talents like never before.





COMMENTS




August 8, 2018

Artificial intelligence (AI) is becoming a reality for your contact center. But to turn the promise of AI into practical reality, there are a couple of prerequisites: Moving to the cloud and integr

June 20, 2018

Your enterprise may have adopted SIP Trunks, but are you up to date on how the latest technology is driving evolution in approaches?

In this webinar, youll learn how the new generation of SI

June 6, 2018

The two largest strategic vendors-Cisco and Microsoft-have been busy making changes to their enterprise communications roadmaps, incorporating collaboration applications as fundamental components.

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.