Business Considerations Before Implementing AI Technology Solutions CompTIA

Automation is another excellent benefit of AI technology because it can complete tasks in a fraction of the time that usually takes humans. Another option is using automation software to make decisions that humans would traditionally make. Predictive analytics and automation are just two out of many different ways companies can use AI in their business.

Businesses are turning to AI to a greater degree to improve and perfect their operations. According to the Forbes Advisor survey, businesses are using AI across a wide range of areas. The most popular applications include customer service, with 56% of respondents using AI for this purpose, and cybersecurity and fraud management, adopted by 51% of businesses. A company’s data architecture must be scalable and able to support the influx of data that AI initiatives bring with it.

What should organizations do differently to strengthen their approach to AI transformation?

User experience plays a critical role in simplifying the management of AI model life cycles. Begin by researching use cases and white papers available in the public domain. These documents often mention the types of tools and platforms that have been used to deliver the end results. Explore your current internal IT vendors to see if they have

offerings for AI solutions within their portfolio (often, it’s easier to extend your footprint with an incumbent solution vendor vs. introducing a new vendor).

Survey results indicate that businesses are adopting AI for a variety of applications such as customer service, customer relationship management (CRM) and cybersecurity. They are also focusing on improving customer experience through personalized services, instant messaging and tailored advertising. Additionally, AI is enhancing internal business processes such as data aggregation, process automation and SEO tasks. Depending on the use case and data available, it may take multiple iterations to achieve the levels of accuracy desired to deploy AI models in production. However, that should not deter companies from deploying AI models in an incremental manner. Error analysis, user feedback incorporation, continuous learning/training should be integral parts of AI model lifecycle management.

Bring overall AI capabilities to maturity

There are many open source AI platforms and vendor products that are built on these platforms. Consumers, regulators, business owners, and investors may all seek to understand the process by which an organization’s AI engine makes decisions, especially if those decisions can impact the quality of human lives. Black box architectures often do not allow for this, requiring developers to give proper forethought to explainability.

This can help businesses identify potential risks and opportunities—for example, identifying customers who are likely to churn, which allows companies to take proactive measures to retain these customers. According to Intel’s classification, companies with all five AI building blocks in place have reached foundational and operational artificial intelligence readiness. These enterprises can carry on with the AI implementation plan — and they are more likely to succeed if they have strong data governance and cybersecurity strategies and follow DevOps and Agile delivery best practices. In other cases (think AI-based medical imaging solutions), there might not be enough data for machine learning models to identify malignant tumors in CT scans with great precision. Data preparation for training AI takes the most amount of time in any AI solution development.

Four Ways To Empower Businesses Through AI

This can account for up to 80% of the time spent from start to deploy to production. Data in companies tends to be available

in organization silos, with many privacy and governance controls. Some data maybe subject to legal and regulatory controls how to implement ai in your business such as GDPR or HIPAA compliance. Having a solid strategy and plan for collecting, organizing, analyzing, governing and leveraging

data must be a top priority. Nearly 80% of the AI projects typically don’t scale beyond a PoC or lab environment.

Going back to the question of payback on artificial intelligence investments, it’s key to distinguish between hard and soft ROI. To start using AI in business, pinpoint the problems you’re looking to solve with artificial intelligence, tying your initiatives to tangible outcomes. AI engineers could train algorithms to detect cats in Instagram posts by feeding them annotated images of our feline friends. Elon Musk, the billionaire founder of the neurotechnology company Neuralink, has said the first human received an implant from the brain-chip startup and is recovering well. “While many data leaders feel they need to be doing something with AI, they also face an intrinsic level of resistance built-in before they can even start doing anything.”

Improving Your Conversational Customer Engagement Strategy

It can be integrated across various platforms allowing you to support your customer across multiple communication channels. How people shop and search for information has shifted communication to online messaging. To be successful, brands need to provide round-the-clock and multi-channel customer support.

Use leading indicators as your guiding light to zero in on where and how you can provide your customers with the most value. The relationship begins before the point of sale and continues afterward. In order to see results, it’s important to meet customers where they prefer to talk or get their information. Collaborate with your customers in a video call from the same platform.

Customer engagement trends to look out for in 2024

Traditional banks must now recognize and address these challenges to remain relevant and competitive. Your website is often the first point of contact that prospects have with your brand. Fail to make an impression, and your visitors will bounce before you get a chance to start a conversation.

If you make meaningful conversational engagement part of your brand DNA, you should ultimately see a positive correlation between your customer engagement metrics and your revenue growth. You want to make sure that your conversations conversational customer engagement are having an impact. This is where having an integrated customer communications solution can really pay dividends. Below, we’ll cover what metrics you can track to gauge your success and stay ahead of the curve in the future.

Give your customers a better way to communicate with you using REVE Chat’s

Sign up for a free 14-day trial today to see SimpleTexting in action. “Imagine if Coca-Cola had a profile on every person who has purchased Diet Coke over the last 30 years. Having their questions answered quickly and on through their preferred channel is a sure way to ensure they make a purchasing decision in your favor.

Research shows that customers prefer real-time communication that is proactive and personalized. The emergence of mobile technology played a significant role in reshaping the banking industry. In the last few years, banks have emphasized accelerating online activities through omnichannel integration and utilizing big data with Artificial Intelligence (AI) and Machine Learning (ML) models. This approach has enabled them to gain valuable insights and offer personalized services to customers. Customers increasingly demand digital platforms that offer a seamless and personalized customer experience.

How To Maximize The Power Of Generative AI In Sales And Marketing

While surveys frequently find that many workers worry that AI will replace them, technologists say AI agents won’t replace people but assume responsibility for mundane tasks. John Kucera, the senior vice president of product management at Salesforce, recommended that businesses be transparent about what work AI agents can handle and what will remain with workers. He added that businesses should be clear about what an AI agent actually is, saying that not all agentic systems are equal.

Beyond Hype: Practical Applications and Limits of Generative AI in Marketing

Central to these advancements are language transformers and generative adversarial networks (GANs). Newell will also use Adobe Firefly Custom Models that are trained on the marketer’s proprietary assets and ensure that content creation is on-brand. Using the models for its Paper Mate brand accelerated content production by 75% and shortened time-to-market — efficiencies the marketer hopes to replicate across its portfolio. For the first two years of the generative-AI boom — which kicked off after the debut of OpenAI’s ChatGPT in late 2022 — most businesses that adopted the technology scaled it to power chatbots and complete routine tasks like drafting meeting summaries. AI agents represent an evolution of generative-AI technology, built to complete tasks autonomously, though most are still monitored closely by workers. In a recent Deloitte survey of 2,773 business leaders, 26% of respondents said their organizations were exploring autonomous agents to a “large or very large extent.”

• Generative AI (gen AI) in marketing holds immense potential but comes with a series of challenges that businesses must address to harness its full capabilities.
• With Cyber Monday around the corner, both Adobe and Salesforce anticipate sustained online shopping growth, with Adobe predicting a 7% rise in online spending during Cyber Week compared to last year.
• In marketing and sales for example, AI adoption tripled from 20% last year to 62% at the current time.
• With many business leaders unsure where to start the digital transformation, there’s an opportunity for HR to lead by example – by embracing generative AI and digital transformation in general.

Content Creation And Automation

For sure, her marketing teams get reassurance and new ideas for SEO best practices through generative AI, but that doesn’t always mean the content will rank well. Given the right information, generative AI can improve processes and help build content—even generate revenue by giving users the ability to more effectively identify, reach and engage with prospects. Newell joins a list of other marketers betting on generative AI to boost content marketing, including others who are leveraging Adobe’s AI services this year.

• With their advanced language capabilities, generative AI chatbots can understand context as well as content – making them infinitely better than the basic chatbots of old.
• To succeed, practices must uphold data compliance, maintain human oversight and adopt flexible strategies as search behavior evolves.
• In 2025, local SEO and AI tools like ChatGPT are reshaping the landscape of healthcare marketing.
• HR teams will need to guide business leaders accordingly, striking a balance between the efficiency boosts that generative AI can provide and the human qualities that will still be essential for businesses.

Company Announcements

There are many parts of the business world where AI is going to have a huge impact, but sales and marketing is one of the big ones. Never have we seen a technology emerge with this much executive support, clearly defined business outcomes, and rapid adoption. Elisandra Singh, director, digital strategy at AIG Retirement Services, shared some real challenges of implementing AI in her marketing operations for her organization. Flores also discussed a balancing act between producing a high quantity of content and ensuring it meets quality standards that genuinely serve customer needs. When content truly meets customer needs and is perceived as being written by a real human, it tends to rank better, she said.

How companies are tailoring AI agents with employee feedback

Agents can quickly understand the nature of each customer’s request or issue, allowing them to get to a resolution faster. Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations. Her company is currently not utilizing AI extensively but is in the research phase.

Applications in Marketing

Her marketing teams are starting to think about where generative AI can help those efforts. LAS VEGAS — Adobe’s spent a good chunk of its stage time here this week at the Adobe Summit at the Venetian touting its generative AI marketing innovations in its digital customer experience software stack. Learn more about Adobe’s differentiated approach to generative AI – including next-generation customer experiences enhanced by Adobe Sensei GenAI, and our creative co-pilot Adobe Firefly. Generative AI is one of the most transformative technologies that humans have ever had access to. And the impact of this new technology will be felt right across organizations – including, of course, in the HR function.

According to Gartner, 76 percent of HR leaders believe that if their organization does not adopt AI solutions, including generative AI, in the next 12–24 months, they will lag behind those companies that do. Modern organizations can use AI to take the huge volumes of data they have access to and turn that data into intelligence. In B2B marketing and selling, for example, companies use incredible depth and variety of data to reach the right customers with relevant messages at the ideal time in their buying journey.

This includes looking into AI tools for enhancing customer experience and engagement. The truth is, the days of Mad Men-style creative marketing and advertising campaigns are long gone. In 2025, local SEO and AI tools like ChatGPT are reshaping the landscape of healthcare marketing. Local SEO captures patient intent and builds community trust, while AI accelerates content creation, engagement and insights. To succeed, practices must uphold data compliance, maintain human oversight and adopt flexible strategies as search behavior evolves. Early adopters who master these technologies will stand out in the competitive, digital-first healthcare landscape and win the trust of patients searching for care in their local community.

A mere 37% of customers trust AI’s outputs to be as accurate as those of an employee. Brands are turning to generative AI to boost efficiency while improving customer engagement. Customers — wary of the technology risks — demand a thoughtful approach built on trust. Eighty percent of customers say it’s important for humans to validate AI’s outputs. Oracle’s announcements today weren’t limited to generative AI, as the company also unveiled a new Fusion Data Intelligence Platform within Oracle Fusion Cloud. According to SOCi CMO Monica Ho, most marketers get trapped in FOMO — fear of missing out.

Writer’s Habib emphasized that CMOs have the opportunity to become “true drivers of innovation” for the whole company, not just marketing. “They’re not just driving their teams forward, they’re driving their companies forward with AI at the core,” she said. Join leaders from Block, GSK, and SAP for an exclusive look at how autonomous agents are reshaping enterprise workflows – from real-time decision-making to end-to-end automation.

A McKinsey report recently found that 75% of the value that generative AI use cases could deliver falls across just four areas, including sales and marketing, customer operations, software engineering, and R&D. Generative AI now does this within Oracle Fusion Cloud CX in a number of ways, with assisted agent responses helping customer service reps to generate an instant response to service requests, based on the history of the client’s previous interactions. It also helps generate new knowledge base content with regard to emerging service issues, helping to create standard operating procedures for common problems. According to Rob Tarkoff, executive vice president and general manager of Oracle Cloud CX, customer service professionals can benefit from faster access to accurate information on each client or customer. “With the ability to summarize, author and recommend content, generative AI has the potential to significantly enhance customer service engagements,” he said. Oracle Fusion Cloud CX is a cloud-native platform that connects data across marketing, sales and service to improve customer satisfaction, and the first set of features announced by Oracle are expected to help with this in a number of ways.

5 Customer Service And Customer Experience Flaws That Are Losing You Customers

This futuristic Jetsonian approach, however, can be a magnet for mischief. Once you’ve saved resources by automating tasks and services, it’s tempting to pocket the savings and call it a day. But improving automated customer service is no excuse to offer lousy human-powered service. Instead, take the resources recouped through digitization and focus them on meaningful human interactions. Using the data you already have is important to see what you can evaluate and see how to improve your customer experience. The more you can customize the interactions and see where you can remove friction from the customer experience, the better the experience may be for both your customers and your employees.

The Disney Experience

An AI enabled customer experience program can analyze these conversations and pinpoint why customers are calling, what they need and what would streamline and elevate their experience. Belarmino, who has a Ph.D. in hospitality administration, remembers managing a call center for a reservations system, where her predecessor would monitor how much time agents spent on a call. But Belarmino recognized that time only told one part of a story. “The customers who don’t need to call won’t call,” she says, adding that many travelers will simply book online.

• According to Wallace, students in this concentration will gain skills in communication, marketing, project management, data analysis, customer journey mapping and customer experience strategy.
• In fact, research from Deloitte found that customer-centric companies are 60% more profitable than companies not focused on the customers.
• Meanwhile, based on a bar set by leaders across industries, consumers anticipate superior customer service across businesses — a phenomenon known as expectation transfer.
• In fact, a report from Microsoft on the global state of customer service indicated that 61% of customers have ceased to do business with a brand due to poor customer service.
• Every great customer service culture has a “default of yes,” an ethos where “the answer is yes, now what’s your question?
• Instead, take the resources recouped through digitization and focus them on meaningful human interactions.

How to Measure Customer Experience

Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today’s complex customer, organizational and technical landscapes. The curse of knowledge can also lead marketers to design overly complex offers and to create offers that solve problems that loom large for insiders in the industry but that customers aren’t even concerned about. More subtly, the curse of knowledge can lead to not really listening to customers who complain, because they feel that they’ve heard identical complaints before. So they jump to interrupt a customer before she’s done with her exposition, and end up misdiagnosing their problem and presenting a solution that may not be what the customer’s looking for at all. The customer, Ibby Piracha, was surprised one day when he arrived at Starbucks with a note from Payne explaining her efforts.

Employee engagement, in turn, is propelled by organizational leadership. If you want to deliver consistently great service and a sustainably great customer experience, your leadership focus needs to be different from what’s required to maintain production capacity in manufacturing. Let’s take a deeper dive into today’s available customer experience management tools. Two holistic measurements you can turn to are the customer satisfaction (CSAT) survey and the Net Promoter Score (NPS) survey, which do not evaluate one aspect of the customer’s journey, but the entire journey, said Crowley. “CX involves learning how to design, measure, and improve these experiences to meet customer needs and drive business success,” Wallace said. The best CX applies the same strategies typically used for acquisition, namely search-engine optimization — delivering the customized content the customer needs to solve their problem in real time.

• No matter where a customer decides to interact with a brand, they expect consistency in service and quality to ultimately develop trust and consider the brand reliable.
• In fact, according to a Forrester report, emotion is the most important driver behind customer experience.
• In terms of service/product provision, at its simplest it means flexibility such as letting a customer pick up at one location and make a return at another.
• We serve over 5 million of the world’s top customer experience practitioners.
• Personalization is a powerful tool for creating memorable customer experiences.
• Additionally, 73% of consumers say a differentiated experience is what inspires their loyalty.

The curse of knowledge isn’t just a problem when you’re lost on a rural road with a spotty GPS connection. The curse of knowledge is also a barrier to connecting with customers in the disciplines of customer service, sales, and the customer experience (CX). And it’s a major factor in why the user experience (UX) so often suffers from catastrophic mis-designs. AI can also match consumers to agents based on their unique needs.

Chatbot Technologies and Challenges IEEE Conference Publication

The participants represent disciplines such as computer science, information systems, human–computer interaction, communication studies, linguistics, psychology, marketing, and design. In the supporting learning chatbot challenges role (Learning), chatbots are used as an educational tool to teach content or skills. This can be achieved through a fixed integration into the curriculum, such as conversation tasks (L. K. Fryer et al., 2020).

Also relevant for the democratization of chatbots is also the relative lowering of thresholds that chatbots may introduce to interactive systems development and design. A number of current chatbot platforms are marketed under the promise of supporting chatbot design without need for coding skills [26]. Likewise, to involve domain experts in dialogue design, platforms may include dashboards for low-code updates of chatbot content and interaction design [66] or take up low-code approaches [89].

Are We There Yet? – A Systematic Literature Review on Chatbots in Education

As chatbots become more pervasive in the coming years, and communication with non-human agents increasingly become part of our daily routines, it becomes even more pressing to expand our knowledge on the antecedents, contents and consequences of human–machine communication. Moreover, as the field progresses, there is a growing need to consolidate the existing knowledge, updating and extending overarching theoretical frameworks and models. Work within a wide variety of disciplines can serve as an inspiration in that regard, such as the studies of Sundar [100] on the psychology of human–agent interaction and Guzman and Lewis [46] on human–machine communication. The proposed future research directions are based on the collaborative work conducted as part of the CONVERSATIONS workshops.

We differentiate two main chatbot types, depending on how users interact with them. Without defining these crucial first steps, businesses will struggle to measure the value their chatbot generates. Even if the bot fails to solve the customer’s problem, if it can make them smile, your brand can still walk away with the win. Human language may get chaotic and NLP has the capability to handle all the mess. Made up of various libraries, the NLP engine identifies and extracts entities, which are essential pieces of information provided by the user. The response sent back by the bot looks so natural, the way you expect from a real human being.

Products and services

The chatbot uses the data it collects to create a detailed referral, which it shares with the electronic record system the service uses. A human care professional can then access that referral and contact the patient within a couple of days to make an assessment and start treatment. Crucially, the report’s authors said that the higher numbers of patients being referred for help from the services did not increase waiting times or cause a reduction in the number of clinical assessments being performed. That’s because the detailed information the chatbot collected reduced the amount of time human clinicians needed to spend assessing patients, while improving the quality of the assessments and freeing up other resources. An AI chatbot helped increase the number of patients referred for mental-health services through England’s National Health Service (NHS), particularly among underrepresented groups who are less likely to seek help, new research has found. Administrators in healthcare industry can handle various facets of hospital operations by easily accessing vital patient information through Zoho’s platform.

Programmers program these chatbots to recognize and respond to emotions, thereby making them more empathetic and responsive. These digital assistants have a use in every industry vertical and understand human language. According to the leading sources, more than 50% of organizations will spend more on customized chatbot development rather than the traditional development of mobile applications by the year 2022. Considering all these, it is no real shocker that the global chatbot market has experienced a 24% annual growth rate and is expected to reach $1.25 billion by 2025.

Providing an Intuitive User Interface

However, there are some significant challenges when implementing AI chatbots in your business. In the beginning, chatbots may look like a huge investment, but in the long-run, they can help you save money. That’s because you don’t have to keep on hiring new people to handle customer service. AI chatbots are virtual robots, so they never run out of energy to communicate with your customers.

Hence, they can operate 24/7, follow your commands, and help you improve the customer experience. • were not mainly focused on learner-centered chatbots applications in schools or higher education institutions, which is according to the preliminary literature search the main application area within education. If you are an enterprise organization, you are probably on the up and up with GDPR. However, if you are not up-to-date on these regulations, you need to ensure that the data that you collect from the chatbot conversations are compliant, especially for users in Germany and most of Europe. As you develop your chatbot and data collection strategy, ensure that you are reviewing your collection practices with your legal or privacy team.

Appendix a aconcept map of chatbots in education

The best and most fulfilling customer service scenarios combine chatbots and humans for a well-rounded experience. There’s no shortage of uncommon inquiries, unique requests, and specific situations that your chatbots can’t handle. These inquiries can be easily handled by enlisting the help of humans to work in unison with bots. The ability to understand basic language and specific scenarios is a significant issue for bots. In fact, it’s going to be a key differentiator between the good, the bad and the downright useless. Bots that quickly identify a customer service issues and resolve the issue, are going to be far more useful than those that repeatedly ask qualifying questions.

These agents will likely be able to manage complex conversation scenarios with personalized responses. Voice-based assistants will become usable even in busy environments such as offices and public transport. The training of conversational agents will get easier, with some agents up and running in weeks, not months. Judging from these vectors of progress, conversational AI is likely to have a long life span. The future of chatbots is promising, with many industries adopting chatbot technology to improve customer experiences and streamline processes.

Challenge 5: Chatbot Security

These issues may in part be seen as due to the more general challenge of designing human-AI interaction [116]. There are indeed indications that these challenges are being mitigated, for example in the case of improvements in customer service chatbots [80] and in the uptake of social chatbots such as Replika [103]. However, the strengthening of chatbot user experiences remains a key research challenge. Current chatbots are enabled by a large range of technologies and services [97] at varied levels of sophistication. Dialogue management may be enabled through simple rule-based approaches, statistical data-driven systems, or neural generative end-to-end approaches [77], and many systems employ hybrid models [50].

Learning Analytics can be used both by students to reflect on their own learning progress and by teachers to continuously assess the students’ efforts and provide actionable feedback. Intelligent Tutoring Systems are defined as computerized learning environments that incorporate computational models (Graesser et al., 2001) and provide feedback based on learning progress. Educational technologies specifically focused on feedback for help-seekers, comparable to raising hands in the classroom, are Dialogue Systems and Pedagogical Conversational Agents (Lester et al., 1997). These technologies can simulate conversational partners and provide feedback through natural language (McLoughlin and Oliver, 1998). Programming these conversational bots is complex and needs tech teams to work on updating them constantly. The bots need to be capable of understanding user intent and helping users find and do what they want.

After refining the code set in the next iteration into a learning role, an assistance role, and a mentoring role, it was then possible to ensure the separation of the individual codes. Addressing chatbot development challenges can bring significant benefits for businesses, including improved customer satisfaction, increased efficiency, and cost savings. Chatbots that can effectively understand and respond to users’ needs can lead to a positive user experience, improved brand image, and increased customer loyalty.