The world has Siri.
The world embraces Alexa.
Cars are driving themselves, sort of.
So, what’s next for artificial intelligence? What about chatbots and customer service?
One person that has a handle on the future of this industry is that of Tim Hayden.
Tim Hayden has had more than his fair share of experiences in artificial intelligence. As an avid investor in tech startups, and a trusted consultant for the leading brands in the country, Tim shows companies how to embrace technology and improve their brand.
Just a few brands Tim has helped include Dell, Bacardi, AMD, and ExxonMobil. As the founder of NION Interactive, GamePlan, and 44Doors, Tim works as a catalyst for change. Today, he sits down to share his insights on the future of artificial intelligence – including what companies and consumers can expect to see in the form of brand communication.
Artificial Intelligence Has Been Around for Decades
While only recently have consumers started to interact with AI and use AI in their homes, it is a form of technology that has been around for decades.
Tim highlights how applications like Siri, Google Now, Alexa, Cortana, and other similar applications use AI to generate answers and perform tasks for users.
Some exciting changes are coming for AI. A few of these technologies are already engaging in real world testing, while others are mere theories.
What Does the Future Hold for AI?
During his interview, Tim shared some of the emerging technologies and how they benefit consumers and brands alike.
Applications that Automate Customer Care Tasks
Big retailers with local and online stores find that simple tasks take up a majority of their human customer service representatives’ time. Companies like Victoria’s Secret, who have over 60,000 packages shipped daily, utilize artificial intelligence to manage those simple interactions. For example, if a customer wants to return an item that doesn’t fit, they can chat with a bot to facilitate the return and find a replacement item from that same catalog without waiting for a customer service representative to become available.
Geotagging for Location-Based Marketing
Another technology emerging is location-based marketing through geotagging. When companies program their chat bots or apps to recognize specific locations on smartphones, their Messenger or app bot can then pop up when a consumer is close to a retail location.
Time highlights the Apple Wallet. Consumers who have Apple Wallet co-op cards stored in their account will receive notifications about locations nearby for that particular retailer.
These chatbots are conversational, can share current sales, and even learn the products that the consumer likes to buy so that they can upsell those products when they are in proximity to the store.
It is a prime opportunity for local retailers to utilize passive traffic and increase conversions, too.
The Smart Refrigerator
The smart refrigerator is already a fixture in some modern homes. However, it is the start of smart appliances making life more convenient. For example, the current smart refrigerators tell homeowners what they have in their inventory, and some units already re-order when items are low or depleted.
Technology Eventually Replaces the Mundane Simple Tasks of Life
Tim predicts that one of the biggest changes artificial intelligence will bring is that it can replace the mundane, simple tasks that humans must do. From ordering a car to re-ordering groceries, machines can learn how to perform these tasks and replace the human element. However, he points out they are there for convenience.
Naturally, some forms of AI require human intervention – like self-driving vehicles.
Tim does predict that in the next five years, AI will be advanced enough to make life more convenient, including reordering and fulfilling orders to lighten the load of the average consumer or small business.
While technology will replace certain aspects, Tim warns small businesses and large brands from replacing customer service entirely with chatbots and AI. After all, consumers demand that human touch when they interact with a brand. Replacing all customer service representatives with chatbots would do more harm for a brand than good.
Instead, there must be a balance between the automation and the human element. Furthermore, Tim encourages every business to ask why they are implementing AI, and how it would affect their business model if they were to replace all human workers with AI completely.
As an innovator and fan of utilizing technology to benefit business, Tim is the leading expert to follow if you want to learn more about AI. Follow him on LinkedIn or Twitter @TheTimHayden or visit his website at Brand+Trust Partners to see their weekly blog updates, research, and insight.