Pascal Bornet, AI expert and author of “Intelligent Automation”, believes that when adapting and incorporating artificial intelligence (AI) especially generative AI into their daily workflows and lives, people need to build three key skills.
“Critical thinking is one such skill. There is one thing we can do that technology can’t — which is question what is given back to us. Critical thinking is something we need more than ever when we are given information that may or may not be true. We have to be able to criticise, to question,” said Pascal.
“The second skill is building relationships. Computers will never be able to do it better than us, because we have the empathy to know what another human is expecting.
“The third is creativity – real creativity, which is about creating new components. It’s what we do with our minds, but it also involves our personalities, our background, our specific traits that make us unique. We create novelty, and artificial intelligence can’t do that.”
He shared his insights with Smita Hasim, Chief Product Officer at Zoom, during the recent online Work Transformation Summit organised by Zoom Video Communications (Zoom).
During his opening address, Ricky Kapur, Head of APAC at Zoom (pic above), noted that generative AI was going to be the new frontier in the future of work.
“Here at Zoom, we see incredible opportunities for AI to transform our everyday experiences and open up new possibilities for how we live and work,” said Ricky.
“For example, through Zoom IQ, our next-generation AI smart companion that helps you increase your impact throughout your workday, meeting attendees based in different countries speaking different languages can use real-time transcription and translation functions for greater ease of communication and collaboration.
“We’ve also evolved a smart recording functionality to make summarising Zoom meetings more frictionless for our users. Your meetings are automatically summarised, and key information such as chapters, recording highlights, and action items are quickly accessible.”
The Work Transformation Summit also featured a panel of experts moderated by Mahesh Ram, Head of Contact Centre Digital Experience at Zoom, and comprising Robin Gareiss, CEO and Principal Analyst at Metrigy; J.P. Gownder, Vice President and Principal Analyst at Forrester, and Nancy Radermaker, an international keynote speaker.
Rademaker believed that AI is key when it comes to making the customer experience more personalised, through the use of targeted marketing campaigns, for example.
“This can be done based on patterns and trends that are discovered by analysing customer data using AI algorithms to create personalised product recommendations, or marketing messages, emails, and social media posts, all tailored to the customer’s preferences and interests.
“The other thing is about automating repetitive tasks for the people providing the customer experience – creating slide decks on the fly based on product specs, using the best photos on your individual computer, it could also be helping you to quickly analyse spreadsheet data in natural language. Customer retention is another area whereby analysing patterns and predicting high risk of churn, and then coming up with personalised recommendations, can help.”
Ram’s experience had been that when it came to the contact centre and customer service in general, AI can help take the wisdom of the crowd of the enterprise’s best agents and make it easy for every agent in the enterprise to have ready access to that information.
“Everybody’s experience is better – the company’s experience, the agents’ experience. and the end users’ experience. That’s a good summation of exactly what the potential is when done well.”
