2023 Informed: AI and machine learning predictions
1: Businesses will use AI to add value to customer experience
“Using artificial intelligence (AI) and machine learning (ML) tools to analyse customer data and preempt shopping behaviour will help retailers keep on top of evolving customer preferences and ensure that their campaigns are relevant and tailored.
“Secondly, in 2023, expect an increase in digital ad campaigns enhanced by two-way, intelligent dialogue and visual touch points. Lastly, more retailers should continue meaningful and accurate advertising while keeping in step with tightening privacy measures.
“Next year, retailers that leverage AI, ML and AR are set to benefit from predictable, reliable insights which are gold dust in these testing times. The intelligence generated from AI and ML based enhancements can feed into initiatives such as loyalty programmes, that massively benefit from personalisation, and ultimately help increase resilience and more effective marketing campaigns in the face of uncertainty.”
Kevin Mathers, MD, retail at Google
“In 2023, we will see an increase in Artificial Intelligence (AI) as businesses aim to surprise and delight customers with personalised value that distinguishes them from a crowded market. Customer service teams will look to an Amazon or Deliveroo-style approach to managing queries and disputes. Automated rules will help with routine queries to free up resources. Connected real-time data-led insights will help businesses to be proactive in improving the overall customer experience whilst empowering customers through personalisation.”
Tim Annis, UK managing director, Bluechain
“In 2023 we can expect to see a greater focus on quality of engagement: understanding the voice of the customer and dynamic assessments around sentiment, such as tone of voice on calls, emails, chat and text. Thanks to AI and a wealth of rich chat, SMS and WhatsApp messages showing the cadence of customer and agent conversations, (as opposed to stop/start email interactions), organisations will get smarter and more sophisticated feedback.”
Colin Crowley, CX advisor, Freshworks
2: AI apps to replace Google
“We will see a proliferation of apps built on top of AI-generated content (text and images) through tools like Dall.E and Stable Diffusion. It will be interesting to see the impact of open-sourcing stable diffusion on the AI community.
“I see ChatGPT replacing Google in many ways and OpenAI emerging as a big tech giant on top of this product. It will be interesting to explore its impact on education, healthcare, and personalised software. It will transform our society in many ways.”
Ali Chaudhry, chief technical advisor, Infini8AI
3: AI pair programmers will transform software engineering
“What’s exciting about the new AI pair programmers such as GitHub Copilot or TabNine is that we’re witnessing the invention of a new and fundamentally more expressive language. These new tools, trained on billions of lines of code, can use that learned context to auto-generate the code a developer is writing, thereby transforming their workload.
“We’ll see many more developers creating an entire application by writing a single line of natural-language English, and then watching the AI pair programmer complete the rest of the work. This technology offers developers one of the most profound advancements in software engineering in the last half-century.”
Adrien Treuille, head of Streamlit, Snowflake
4: Composite AI will add data value
“Composite AI is a new approach that generates deeper insights from any content and data by fusing different AI technologies. Knowledge graphs are much more symbolic, explicitly modelling domain knowledge and, when combined with the statistical approach of ML, create a compelling proposition. Composite AI expands the quality and scope of AI applications and, as a result, is more accurate, faster, transparent and understandable, and delivers better results to the user.
“It’s a major advance in the evolution of AI, and marrying content with context and intent allows organisations to get enormous value from the ever-increasing volume of enterprise data. Composite AI will be a major trend for businesses in 2023 and beyond.”
Dorian Selz, CEO, Squirro
5: AI to marry human perspective for improved accuracy
“As AI becomes more ubiquitous and used in more industries and situations, we’re likely to see a greater commitment to, and understanding of, ‘augmented intelligence’. A concept that Gartner defines as a design pattern for a human-centred partnership model of people and AI working together to enhance cognitive performance, including learning, decision making and new experiences.
“As we see more human intervention in AI, and use of larger data sets based on human experiences, we’ll see improved accuracy and personalisation of experiences. And where in some circumstances, this improved accuracy is nice to have from a user experience perspective, in others – such as healthcare – it is essential to get it right.”
6: Foundation models will become the bedrock of AI
“In 2023, we’ll see foundation models further transforming AI implementations, which will exacerbate the need for governance, compliance and testing. Foundation models are based on deep learning algorithms that have been trained with giant datasets made up of everything from images, words and even voices.
“This may dramatically accelerate AI adoption, but the need to ensure that the correct data is being used ethically and equitably increases as more data becomes available. Building in compliance and ongoing testing as part of the development process can help teams regularly assess whether the data is accurate or not and can even help to prevent bias. This is especially critical for AI use cases in banking, healthcare and other areas where faulty information can result in major problems.”
7: AI will infiltrate many industries
“AI is becoming more prevalent in many industries but expect to see AI playing a bigger role in frontline healthcare next year. This will be particularly true in the UK and Europe where there’s a shortage of doctors and general practitioners.
“During Covid chatbots were used to diagnose symptoms, and in the future we’ll see more instances of AI filtering patients through to the correct medical professionals, once the initial diagnosis has been identified.
“Travel is another area where we’ll see more adoption in the form of AI assistants. These automated assistants will help to create a more consistent travel experience. They will manage the entire process from arriving at the airport to boarding a flight, to booking a taxi upon arrival at your destination and checking you into your hotel. They will even provide you with information on where to visit and where to eat during your stay.”
Adonis Celestine, director of automation, Applause
“If previously AI was only seen as a way to automate mundane tasks, today companies are exploring creative opportunities of AI in art and even care homes (using AI to recognise the emotions of residents), and that will only continue expanding in the next year and beyond.”
Elena Davidson, CEO, Liberty Comms
8: AI to upskill existing business processes
“With businesses facing an economically challenging year, CIOs and IT leaders will be under pressure to do more with their existing talent and technology. The year will likely see increased investment in the data tools and technologies that automate manual processes, deliver efficiencies for all teams and empower individual users, such as data meshes and advanced data management platforms.
“This will require businesses to look inwards at their most valuable assets, which are the data and information they hold and operationalise day to day, as well as outwards to data sets that can be harnessed for innovating new products and services. To this end, we will likely see a continued hiring surge focused on the data science skills needed to derive value from data and deliver advanced automation and insights through AI-powered solutions.”
Matt Eustace, head of solutions engineering & data protection officer at Aiimi
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