*By Marcela Vairo
Around the world, the pace of digital transformation is accelerating rapidly. In some areas, such as e-commerce, organizations have experienced the equivalent of 10 years of growth in less than one. In fact, almost half of companies (41%) in Brazil accelerated the implementation of Artificial Intelligence (AI) in the last year, according to the recent Global AI Adoption Index from IBM as organizations turned to virtual assistants to manage increasing call volumes and other similar avenues of automation. According to the same survey, 80% of companies worldwide said they had plans to release some form of automation software within the next 12 months.
In 2022, as adverse factors like the pandemic and supply chain crisis continue, we will see a variety of new uses and innovations in AI emerge as technology advances to address challenges such as gaining consumer trust in AI. artificial intelligence and cutting-edge technological applications to tackle problems associated with climate change. In the race for more competitiveness, greater efficiency and new revenue streams, we predict five top AI trends for 2022.
Customer service will use AI to become more personal
Virtual assistants have become a critical tool for organizations and governments during the pandemic. Not only were they a key avenue for disseminating information, but we also started to see the integration of automation that allowed virtual assistants to complete workflows and tasks such as scheduling vaccinations. In 2022, consumers will see more personalized and fully realized interactions with their favorite retailers and service providers, as AI has a greater impact on the customer service journey. One reason for the personalization explosion? Better access to data and more comprehensively, providing more and more personalization in service.
PHOTO ARTICLE MARCELA VAIRO – IBM
LEGEND – In 2022, as adverse factors like the pandemic and supply chain crisis continue, we will see a variety of new uses and innovations in AI emerge.
AI will create a reliable and sustainable future
Consumers, regulators and shareholders are putting increasing pressure on companies to realize tangible sustainability gains. As these pressures are expected to continue to grow in 2022, artificial intelligence will play a key role in helping companies achieve sustainability metrics through greater measurement, data collection and carbon accounting, as well as improved predictability and greater supply chain resilience. Companies will also turn their attention to mitigating supply chain disruptions by investing in AI-powered automation to make systems faster and more efficient. Thanks to data generated by sensors, RFIS tags, actuators, GPS and more, the inventory will count itself, containers will detect their contents and pallets will “warn” if they are in the wrong place.
Better harnessing the potential of 5G with AI
5G connectivity has enormous potential to improve industries from streaming and communications, to robotics and advanced manufacturing. Today, the complexity of telecommunications networks and the speed of change have made infrastructure management and control extremely complex. To advance the rollout of 5G connectivity worldwide, communications service providers (CSPs) are turning to AI-powered automation and network orchestration to improve their control and management, delivering faster customer experiences. Innovations such as network slicing, allow organizations to configure service levels for each device according to its network usage. AI has the potential to enable rapid network changes that optimize performance and reliability through the application of Machine Learning, helping CSPs to deliver the potential of 5G.
Companies will reduce costs by applying AI to solve IT problems before they happen
As stewards of the digital infrastructure, in 2021 CIOs have been tasked with enabling the workforce remotely, dealing with new types of security issues as a result of this change, and making sense of the data explosion generated by modern applications, monitoring solutions, and usage each time. increasing number of digital channels. These conditions have intensified interest in the application of artificial intelligence to better predict IT problems, giving rise to an area called AIOps. In 2022, AIOps will enable IT teams to diagnose issues quickly and securely, freeing them to focus on delivering more value to the business. AIOps will also enable IT teams to identify patterns in data, anticipating industry issues before they happen.
Continuous focus on security
For Artificial Intelligence to continue to advance in these areas, organizations need to earn consumer trust. The battle for that trust takes place on multiple fronts, from the ability to make understandable and explainable AI decisions, to assuring consumers the comfort that their personal data is being protected from cyberattacks. As companies and governments continue to invest in cybersecurity, Artificial Intelligence will play an even more crucial role in helping to identify and respond to cyber threats more efficiently as they move towards an “zero trust” approach, seeking to further reduce the risks.
These trends have enormous potential to improve people's lives through access to improved and more reliable goods, services and information. To learn more about how AI is transforming industries from retail to financial services, click on here.
* Marcela Vairo, Director of Data, AI Apps and Automation at IBM Brazil
Notice: The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies
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