Exploring ways to describe how AI can play a role in a People Centred Economy
The management of data, personalisation and how AI plays its part in this, is an inevitable challenge often posed by clients. During conversations I have referred to the above diagram to help pose points of discussion.
Part 1 in the diagram is designed to highlight the role of the ‘business’ and how it must focus on creating experiences that are made up of 4 key factors:
Consistent, reliable and personal – the experience is structured and transparent capitalising on personal data
Broad and intelligent help – the experience understands holistic needs, goals and desires and inspires the customer
Timely & synchronised – the experience is omni-channel making it convenient and efficient for the customer
Flexible and adaptive – products, services and solutions change as and when customer needs change
Businesses can do this by capitalising on the data that customers provide directly (explicit) and data that is obtained through relevant secondary sources (supplementary). Using AI to manage that data can help a business be more efficient, reactive and proactive in delivering personalised experiences to individual customers.
There is however an interesting shift on the horizon. Using a VUI such as Amazon’s Alexa turns the experience into a conversation. That conversation is delivered by one voice and becomes a far more mono-dimensional experience than one that involves firing up multiple apps on a smartphone over the course of the day. We are all aware that Alexa uses AI to deliver a better experience for the end user