McDonald’s has recently led the way with digital transformation by acquiring Dynamic Yield, an artificial intelligence startup that specializes in personalization and decision logic technology. This will enable personalizing the customer experience with digital drive-through menus that display food based on the time of day, restaurant traffic, weather, and trending menu items. The AI will also be able to recommend items based on previous orders.
McDonald’s is not the only company to wise up to AI. Intelligent automation is a new way of transforming businesses by improving customer experience and driving business outcomes.
By 2020, half of the internet searches will be made through voice. 85 percent of customer interactions will be handled without human assistance. Google Assistant is currently running on over a billion devices. The implementation of AI has grown by as much as 270 percent in the last four years.
Digital Process Automation (DPA) is the technology that can streamline and coordinate work processes throughout organizations and whole supply chains. It requires careful planning and orchestration for the digital workforce to be utilized in the most effective way. Risks can be presented by mainstreaming AI and disrupting the workflow, so transforming IT governance in DPA is essential.
In the past, businesses have implemented new technologies at a slower rate. It allowed more time to adapt to the changes. But in the current climate, more organizations are taking on multiple technologies to address various problems, in the hope of reaping the benefits.
Digitalspace is an example of a no-code application development platform. It can provide a structure from which to leverage the use of robotic process automation, as well as Google APIs that enable machine learning. This kind of intelligent automation allows for complex problems to be solved, while also bringing more technologies together. The potential is for a combination of powerful solutions, though some organizations may not be prepared for the impact that this kind of technology will bring.
Regardless of this, artificial intelligence is growing at an exponential rate. Global spending on AI systems is expected to exceed $35 billion in 2019. This is a 44 percent increase in the previous year and there are no signs of it slowing.
a lot of organizations transforming their customer service organization, or their sales capabilities with Alexa or Google. What we’re calling intelligent interactions.
Todd Lohr – Principal of Technology Enablement, KPMG
Todd Lohr predicts that the next two years will see technologies predicated on machine learning adopted on a larger scale and the ubiquity of machine learning in all aspects of a business. With a vast increase in AI and machine learning technologies in businesses, DPA will certainly hold an important place in taking things forward.