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The customer experience is more virtual than ever. Find out ways your AI strategy can maintain a sense of connection.

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The customer experience is more virtual than ever. Find out ways your AI strategy can maintain a sense of connection.

Insider Studios AI adoption was surging going into the COVID-19 crisis. Now, it’s unclear if all those innovation plans will remain on track.Companies who can should try to maintain their AI momentum, particularly in the area of customer experience, says John Roese, chief technology officer, Dell Technologies. Dell Technologies will sponsor a free virtual panel…

The customer experience is more virtual than ever. Find out ways your AI strategy can maintain a sense of connection.

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Insider Studios


  • AI adoption was surging going into the COVID-19 crisis. Now, it’s unclear if all those innovation plans will remain on track.
  • Companies who can should try to maintain their AI momentum, particularly in the area of customer experience, says John Roese, chief technology officer, Dell Technologies.
  • Dell Technologies will sponsor a free virtual panel discussion, “The Real-Time Evolution of AI — Servicing Customers in an Accelerated World,” on Thursday, July 9, 2020. Register here. 

Going into 2020, business adoption of AI systems appeared to be on a fast track. The chatbot market alone was projected to grow from $2.6 billion in 2019 to $9.4 billion by 2020, according to Business Insider Intelligence.

Then, COVID-19 struck, creating not only a public-health crisis but widespread business retrenchment. Historically, business innovation tends to slow during economic uncertainty, which raises the question: Will businesses maintain their AI-adoption momentum?

Register for “The Real-Time Evolution of AI” here.

John Roese, chief technology officer for Dell Technologies, believes the companies that have resources to maintain their AI strategies this year should — particularly those that rely on AI applications to enhance customer experience.

“Throughout the past three months, all of us have confronted what it means to connect virtually rather than face-to-face — both in business and in our personal lives,” Roese says. “That’s just a taste of what customers have been experiencing for years, for better or worse, as more and more touchpoints with brands become automated.

“When deployed well, natural language processing and machine learning can maintain continuity and even personal connection in the customer experience, while elsewhere in the organization teams may be busy responding to a disruption,” Roese said.

This continued need for AI will be the focus of the first in a series of virtual conversations sponsored by Dell Technologies beginning Thursday, July 9, 2020. The new series, “The Technologies Keeping Humanity in Business,” will examine the rapid transformations that 2020 in particular is requiring from society, from both the digital and the human perspective.

Click here to register for the first of the free, 40-minute events. “The Real-Time Evolution of AI Servicing Customers in an Accelerated World” will be held at 2 p.m. EST on July 9.

Roese will be joined on the panel by Doug Schmitt, President, Dell Technologies Services and Michael Shepherd, Distinguished Engineer, AI Research, also of the Dell Technologies Services team. Technology journalist JP Mangalindan will moderate. In addition to AI’s capabilities for meeting heightened customer expectations, the panel will address shifting perceptions in the developer community away from AI as “artificial” intelligence and toward a sense the technology offers intelligence that is “augmented” by machine learning and human-influenced sensibilities.

Future installments in “The Technologies Keeping Humanity in Business” event series will cover the role of autonomy in healthcare delivery and the support needed to create a resilient workforce.

For more stories about the way emerging technologies are shaping the ways we work and live, go here.

This post was created by Insider Studios with Dell Technologies.

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