In an increasingly competitive business environment, companies are constantly looking for new ways to differentiate themselves from the rest. Thanks to technological advances, one of the preferred strategies for doing so is the use of Artificial Intelligence (AI).
As you may already know, Artificial Intelligence is the set of characteristics developed from algorithms that certain machines and computer systems possess to simulate capabilities that are considered to be those of humans. An example of these capabilities would be self-learning or problem solving.
Although when hearing the name of this technology, many people think of security problems and risks. The truth is that if we make good use of it, we can obtain numerous advantages, such as improving our customer service or reducing costs by automating tasks. But… What are these uses? Read on because we will tell you about them below.
Types of Artificial Intelligence
Before we start talking about its use in companies, it is interesting to know what types there are, since depending on their classification, they will be better adapted to certain uses. Depending on the author, we can find different classifications of Artificial Intelligence, but the most common is the following:
- Reactive machines: they do not store any memory or experience. Whether it has made a mistake or a success, it does not save it and learn from it, but its behaviour remains the same. It simply, as its name suggests, reacts to the situations it is presented with. It is the most basic type of Artificial Intelligence. They are often used in assembly lines.
- Limited memory: these are systems that store information and data, performing a specific action based on what is stored. In these cases, they do not learn from past experiences either, although they go a step further than the previous one. They are often used in marketing campaigns.
- Theory of mind: they are able to understand that some people have emotions and thoughts. By following this logic, they are able to adapt to those behaviours and react to them. This is the most common. They are often used in customer service.
- Self-awareness: this is the most sophisticated type of Artificial Intelligence, but the one that remains to be developed, so it will not fit into any of the uses we will discuss below. In these cases, the machines are like a human. They are self-aware and learn from their own experience and from other individuals.
The different uses of Artificial Intelligence in companies
As we said at the beginning, companies are opting for the use of Artificial Intelligence in different areas. Here are some examples of where and how this tool is currently being used.
In production
- In the manufacture of products: where workers used to play the main role, machines can now do it in less time, especially when they are repetitive tasks. This helps employees to speed up work and be more productive, focusing on other tasks that require more attention.
- Logistics optimisation: Logistics operations (warehousing, transport and distribution) are greatly optimised with this technology. For example, by planning tasks to save time on tasks.
- Bottleneck analysis: this term refers to those phases of the production chain in which the process slows down and overall efficiency and productivity decrease. In these cases, Artificial Intelligence can be used to identify them and solve their problems quickly.
In decision-making
- Problem detection: problems, of course, not only occur in the production process, but also in any area of the company. With these tools, as with bottlenecks, we can detect them quickly and make decisions based on them.
- Data analysis: Artificial Intelligence is capable of collecting, storing and analysing data. This allows decisions to be made based on the extraction of accurate, clear and up-to-date information.
For marketing campaigns
- Behavioural analysis: we have all searched for a product on the Internet at some point and then found it in the advertisements on any website we visit. After all, the use of Artificial Intelligence in companies can help predict the behaviour of your consumers and analyse it to offer them a personalised advert for your product so that they opt for it and not for another.
- Tracking your digital marketing campaigns: related to the above, digital marketing can be monitored, allowing us to analyse the impact our current marketing campaign is having on consumers.
In customer service
- Virtual assistants: many companies incorporate chatbots on their websites. These assistants accompany the user and offer solutions if they have a problem or request information. This is a major step forward in customer service, as problems can be solved directly and quickly.
- As an integrated functionality in a virtual PBX or call center software: although it can have numerous uses, the most common is to be used to identify the reason for the call and give an automatic response if the system is trained to do so, or to provide information to the agents about what the person contacting the company is looking for. In this way, they will know in advance who they are talking to, if they have contacted another agent, average time of interaction with other customers… In this way, certain tasks are automated, saving time and facilitating the tasks of employees. In addition, it allows the incorporation of a distinctive element in customer relations.
As we have seen, the use of Artificial Intelligence in companies can be a tool and a support for our employees. Implementing these systems in the workplace, especially with regard to customer service, provides a unique opportunity for companies to differentiate themselves and adapt to new technological changes that are occurring in society. In Fonvirtual we offer you the solution that best suits your needs so that customer service is not a pending task in your company.
