3. Machine Learning & Artificial Intelligence
Artificial intelligence (AI) involves teaching a machine to learn so it can interpret incoming stimuli, then complete actions/make changes. A prime example is Siri for iOS (iPhone
) - it understands your words well enough, through speech recognition, to make an intelligent decision about whether to load a related image, webpage or app. Thoughtworks state this year "we will see businesses use machine intelligent insights to deliver more engaging experiences to customers, and provide better service."
Service improving AI is already out there in the form of intelligent apps. The revolutionary Inkwrx
platform lets customers complete business forms on a tablet with a stylus pen. The app uses handwriting recognition to
autofill the form with computer text, before the company employee sends the form back to the office within 10 minutes, rather than the average 3 day processing time, allowing their request to be completed immediately for dramatically improved customer service.