As technology continues to permeate most aspects of personal lives, professions, as well as business operations, a number of technological trends have emerged. These trends have gained traction, and the early adopters of the same have come to realize significant benefits. One of the key technological trends currently driving conversations in almost all industries and sectors is Artificial Intelligence (or AI).
Now, most of us have interacted with or used some form of AI at one time or another – from Safaricom’s Zuri chabot to address our customer queries; to Grammarly when we want to compose a more compelling letter or essay with good flow within the shortest possible time; to the various navigation platforms; or ChatGPT when we want to get swift and concise answers and responses to our more complex questions which can’t be adequately handled via a quick Google search.
Like any technological tool, both individual and organisations opt for the use of the various AI platforms to boost their efficiency and productivity, with the end result being overall convenience and peace of mind for the customer.
According to Zendesk CX Trends Report, 72 percent of business leaders say expanding their use of AI and bots across the customer experience is an important priority over the next 12 months.
AI can boost customer service agent productivity and efficiency with tools and automations that simplify workflows. Chatbots for business can handle simple requests, while automated processes eliminate time-consuming, repetitive tasks, thereby reducing the team’s workload and freeing the agents to address high-value tasks and complex customer issues.
“AI can even analyze a customer interaction and understand the customer’s sentiment and intent. This allows the bot to identify positive, negative, and neutral language so it can route tickets to an agent accurately if a handoff is necessary and reduce escalations due to sentiment detection. When routing to a human agent, the sentiment gets included in the conversation. This lets the agent know how to approach the interaction, preparing them to avoid an escalation or de-escalate an elevated situation,” states Zendesk in a blog post.
Like most technological disciplines, AI has its subsets, with each sub-discipline suited for different functions and scenarios. Among these is Generative AI, also referred to as GenAI, broadly defined as the type of AI technology that can produce various types of content – be it text, imagery, audio, and synthetic data. Generative AI creates new content based on what it’s learned from existing content (already fed into the system), or patterns.
In Generative AI, the process of learning using existing content is referred to as Training and leads to the creation of statistical model. When given a prompt, Generative AI uses this statistical model to predict what an expected response might be – thereby generating new content in the process.
Because of the benefits it presents to users in almost all industries and sectors, as well as the wide variety of scenarios where it’s applicable, a number of tech giants are currently developing and introducing their own Generative AI platforms after looking at the market potential, among them being Amazon Web Services (AWS).
And of course the market prospects for GenAI solutions is promising, with Statista projecting that the global is expected to rise significantly, from $14 billion in 2020 to nearly $900 billion in 2023. By 2032, that’s about a decade from now, Statista predicts that this figure will have risen to more than $1.3 trillion, driven majorly by the adoption of generative AI tools such as Bard by Google, ChatGPT by OpenAI, and Midjourney by Midjourney, Inc, in recent years.
Going back to AWS, which recently set up a new Development Centre in Nairobi, the firm has now announced the availability of Amazon Bedrock, the firm’s fully managed service that offers a suite of high-performing foundation models from leading AI companies, coupled with a broad set of capabilities to build generative AI applications, simplifying development while maintaining privacy and security
And with the integration of Amazon Titan Embeddings and Meta’s Llama 2 models, Amazon Bedrock gives customers even greater choice and flexibility to find the right models for each use case
New Amazon CodeWhisperer capability will deliver customized, generative AI-powered code suggestions that leverage an organization’s own internal codebase, increasing developer productivity
Generative BI dashboard-authoring capabilities in Amazon QuickSight make it faster and easier for business analysts to explore data and create compelling visuals simply by describing what they want in natural language
Already, major global brands including adidas, BMW Group, GoDaddy, Merck, NatWest Group, Persistent, the PGA TOUR, Takenaka Corporation, and Traeger Grills, among other customers, are applying generative AI innovations from AWS to transform their products and services, all in an effort to boost productivity and efficiency in their processes and operations.
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