4th October 2023
Artificial Intelligence (AI) is the easiest way to scale up handling large amounts of complex historical data, fast.
AI uses computers and machines to copy clever human brain behaviour to make predictions, solve problems, speed up response times and increase efficiency.
And there are many different types and uses for AI. From speech and image recognition, to automatic translation systems, self-driving cars and many more. One type of AI is machine learning (ML).
Computers learn from data and improve with experience – instead of being explicitly programmed to do so. You use mathematical algorithms to find patterns and correlations in large data sets to make the best decisions and predictions based on that analysis.
And your organisation stands to benefit from:
The answer is yes! An AI/ML model is a complex set of algorithms or neural networks that you or I would struggle to understand, which reflect the behaviour of a human brain. You train your model using historical data to replicate a decision that an expert would make when provided with the same information.
There are many widely available ML models to solve complex data issues available on the Internet. Once trained, use the model to ‘reason’ over data that it hasn’t seen before to deliver a prediction – resulting in smarter decision making.
The prediction generated can then be returned to an application, process flow or third-party system through an API interface to determine the next step in the process.
This is now being turned on its head. The technology is more widely available and much easier to use. The power of AI is being given to business users to understand and solve data problems addressing many more organisational needs.
People can build and train their machine learning models using their own data to predict future outcomes and act on them. Ideally, all directly from within your applications and process flows.
You can use AI and ML wherever additional insights into your data are required to deliver better outcomes and generate value out of your data.
Whether it’s predicting the likelihood of a customer or patient missing an appointment to maximise appointment attendance, to identifying those struggling to pay council tax or those that might fall into rent arrears so you can offer support earlier.
You can use AI to predict the impact of promotions and pricing, or demand in the contact centre, or to identify fraudulent insurance claims. Or, you could use AI to reduce customer or employee churn and predict those people that are likely to leave. The use cases are endless!
Our Liberty platform is infused with business-ready AI – putting safe and simple-to-use capabilities in your hands. So you can accelerate workflows and energise engagement. Use AI to deliver immediate benefits across your whole organisation and create an AI strategy that gives you the edge.
To find out more about our flavour of artificial intelligence and see how high impact AI can benefit your organisation, contact us for a demo today.
Customer care is at an inflection point: demands are higher and resources are limited. According to a McKinsey survey, organisations’ existing capacities are being challenged by higher call volumes and more complex and challenging enquiries. Employers are also struggling to retain customer care agents, who are being poached by competitors or feeling dissatisfied in their work.
Many organisations, having adopted advanced technologies like automation RPA, low-code and AI, can fall into the trap of using these technologies in isolation, failing to adequately connect them and use them interactively. This obstructs the key benefits of intelligent automation…
We often discuss the advantages of intelligent automation and artificial intelligence and the possibilities that open up when processes are digitised and automated through the use of new software applications and automation technologies. In those existing tools, artificial intelligence (AI) is already playing an important role. Whether it’s providing computer vision to help a bot ‘read’ a screen or natural language processing to understand the contents of an email, AI provides valuable utility and the uses for it are growing all the time.
The benefits of process automation contact centres are huge and they can transform how businesses interact with customers.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
Learn about our flavour of AI and more about our machine learning solution.
