Companies are using AI to improve business processes, with survey respondents identifying increased emphasis on AI’s ability to support internal and external operations (42 and 31 percent, respectively). They are also using AI to enhance current products (44 percent) and improve decision-making (35 percent).
Artificial intelligence invariably conjures up visions of self-driving vehicles, obliging personal assistants, and intelligent robots. But AI’s effect on how companies operate is no less transformational than its impact on such products.
Enterprise cognitive computing — the use of AI to enhance business operations — involves embedding algorithms into applications that support organizational processes.1 ECC applications can automate repetitive, formulaic tasks and, in doing so, deliver orders-of-magnitude improvements in the speed of information analysis and in the reliability and accuracy of outputs. For example, ECC call center applications can answer customer calls within 5 seconds on a 24-7-365 basis, accurately address their issues on the first call 90% of the time, and transfer complex issues to employees, with less than half of the customers knowing that they are interacting with a machine.
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