THE AGE OF LEARNING COMPUTERS
The biggest boom in modern technology has come in the past few years in the form of learning – more specifically, machine learning. Machine learning describes the concept of an application or piece of software that can learn from data or user input. It’s currently being used in a variety of ways – from helping judges sort through hundreds of trial documents and similar cases to determine fair sentencing to determining the top tech trends this year.
One of the most popular applications for this technology is for boosting internal company insights. IBM’s Watson has several available modules that can capture and analyze customer insights or monitor and provide real-time feedback on supply chain activity. Psycray can provide integrated business systems that utilize speech to text technology, so as soon as your customer’s call, the call is recorded in your CRM. From there, we can analyze the content of those calls to give detailed and unique insight to help you best maintain relations with that client.
While this is happening, your shipping & receiving department can see an always up-to-date dashboard of current incoming and outbound shipments, as well as a log of delays and notices of shipments that are out of compliance. This data can then be sent to your CRM in the form of notes, so your departments are constantly in the loop without ever picking up the phone or sending an email.
In IBM’s tech trends prediction for 2017, one of the largest growing facets of artificial intelligence and machine learning are chat bots. While the bots of the 90’s were limited to a few pre-programmed phrases and were sure to irritate the user – they’ve undergone significant evolution. Intelligent bots have become a staple in team chat, as office assistants, as well as standing in as tier 1 customer service to help guide your customers with high level questions.
Machine Learning isn’t only for logistics and customer analysis, however. Marketers have begun using machine learning to collect social media insights to improve their messaging. A previously unthinkable task – is now commonplace, Watson and similar services can search social media for pairs of words (think: Christmas + Starbucks) to see if there is an overall negative or positive reaction to these words. Using this methodology, companies can steer away from hot button topics and appeal to their demographic without sending countless surveys and counting on people to get involved.