Artificial Intelligence & Machine Learning
Artificial intelligence (AI) is an area of computer science that emphasizes the creation of intelligent machines that work and react like humans. AI is moving beyond the simple and repetitive mimicking activity of RPA and into more advanced capability that will give computers the abilities of:
- Speech recognition
- Problem solving
This is set to change the world as we know it.
The rapid progress in computing power has followed Moore’s Law over the last 50 years, with power doubling every 2 years (see below).
But now, after five decades, chips are still getting better, but at a slower pace (number-crunching power is now doubling only every 2.5 years, says Intel). This does not mean progress in computing will suddenly stall, but the nature of that progress is changing. And the future of computing will be defined by improvements in three other areas, beyond raw hardware performance.
The first is software. AI systems and “deep learning” technology are modelled partly on the way the human brain works and shows that huge performance gains can be achieved through new algorithms that recognise and ‘learn’. Indeed, slowing progress in hardware and the continued drive for improvement will provide stronger incentives to develop cleverer software.
We are only at the early-stages of recognising the opportunity and benefits that can be driven through these technologies development, however progress is being made rapidly. CPT takes a hands-on role with this new technology as we experiment with Alexa skills, Machine Learning, Cognitive Computing and continue to build our network of partnerships with the world’s leading AI & ML players.
Artificial Intelligence and Machine Learning technologies are already here and can be used to enhance how your business operates now.
Chatbots & Virtual Assistants
The last decade has seen a dramatic improvement in the ability of bots that provide customer and staff assistance. They work by following an “if this – then that” format and can quickly be built to provide a viable channel to handle customer questions and interactions or can provide the same support service for knowledge management and queries for internal teams.
The leading Bots also include a level of analysis and limited AI that can assess which questions are more effective than others and where the Bots need to be improved.
CPT has firsthand experience in deploying bots in large call centres and for financial institutions to both streamline operations and provide an improved customer experience. We are in the process of assessing AU based partners to identify the technologies strengths and weaknesses so as to provide the best advice on latest developments for our clients.