Page 8 - AeM_Jan_2018

RESEARCH, ANALYSIS & TRENDS

Data science is a jack-of-all-trades

Artificial intelligence (AI) has found its way into our living content and channel to address customers. These
rooms, as seen with Siri, Alexa, or Cortana, pointing out recommendations can then be used either for
that the demand for real-time data analysis tools will automated direct addressing of the customer via
heavily increase. Most IT applications will be chatbot, email, letter, etc. or for support and control of
supplemented by AI and self-learning, machine-learning internal company processes such as sales or campaign
(ML) -driven intelligent systems will gain the upper hand management. From styling advice, to booking flights, to
over the next three years. solving technical problems or routing to the right
customer advisor (customer routing), the use of
AI and machine learning becomes an chatbots and AI is almost limitless. For consumers, this
analyst's best friend and colleague will result in a new, unique customer experience, while
companies save time in the areas of customer service
Further assistance in creating complex analytics and resources and benefitting significantly of reduced
reliable predictions will be provided by the increasing response times.
use of machine learning methods and revolutionize the
digital marketing industry. Static reports, created through ‘Location of Things’ gives ‘CRM of
proactive analysis, are already out of date, so the trend Everything’ a kick-start
is moving from interactive dashboards to live
dashboards. At the same time, the self-learning AI will The Internet of Things (IoT) brings us a flood of new
take over more and more parts of the original exploitable data as well and keeps Big Data at the top
"craftsmanship’ of a data analyst ", whose job becomes of every company’s mind. The speed with which the
more efficient. number of IoT devices has grown and continues to
grow is breathtaking. According to a recent study by
While AI is increasingly digging its own way through Gartner, they have already surpassed the world's
structured and unstructured data to derive insights from population last year and are estimated to grow to 20
it, the data analyst has ultimately more time to ask the billion by 2020.
right questions, work on the right approach, and make
the data usable for the organization. In CRM, the These intelligent "things" will be increasingly connected
introduction of an AI will be mainly through the increased and use skills such as voice and image recognition, as
use and training of digital recommendation engines well as deep learning. Hence, expect operational,
(DRE), which convert the available data on customer analytical and collaborative CRM to be followed by
behavior into recommendations for the optimal timing, holistic CRM, the "CRM of Everything", which focuses
8 January 2018 - Trends and Predictions