Current Status of Global AI Adoption｜Case Studies in Six Industries
Communication Business Avenue has been helping some of the world’s largest companies to integrate call center systems and digital communication tools for the past 16 years. In this report, we’ll take a look at the current state of AI adoption in key global markets, before considering specific case studies of AI application. Find out how to make the most of AI tools that are indispensable for your company’s growth strategy.
Table of Contents
What is AI?
AI is understood as a broad concept that includes programs that operate in a manner similar to human thought processes, or information processing and technology that humans perceive as intelligent.
What is Machine Learning (ML)?
Machine learning is a type of computer science that allows computer programs to learn and improve all on their own. In the past, computers could only do what humans programmed them to do, but now with machine learning, they can behave like humans, gaining knowledge based on their past experiences.
For example, let’s say we want to create a program that can tell the difference between carrots and potatoes. First, we give it a labeled picture of each. The program will then look for patterns in the vegetables and start to ‘remember’ them. It can then use these ‘memories’ to look at unlabelled pictures of carrots and potatoes and determine which is which all on its own.
What is Deep Learning (DL: Deep Learning)?
For deep learning to work however, there needs to be a much higher volume of data with which to train the machine.
The Current State of AI Adoption
Advantages of AI
1. Streamlining of business operations
2. Increased productivity
3. Cost cutting
4. Sales improvement
5. Improvement of safety
6. Customer success
Disadvantages of AI
1. Introduction cost
2. Reduction in employment
3. Information leakage
4. Difficulty of risk management
AI Case Studies
Israel-based startup Finesse uses AI to predict future demand. In New Zealand, interactive AI digital humans are used to serve customers, and in the U.S., AI is being introduced to learn customer preferences regarding customer service.
Japan based e-commerce company ZOZO Inc. has increased its price accuracy rate by 150% by using AI to price used clothing. Nano Universe Co., Ltd. has introduced an AI chatbot “OK SKY” on its e-commerce site to make it easier for customers to use its e-commerce site even late at night.
Another example of the successful use of AI in the travel industry is the chatbot Rose, developed by the Cosmopolitan Hotel in Las Vegas. Rose has distinctive features including the ability to create an emotional connection with visitors, as well as delivering recommendations for restaurants and other local attractions.
Efforts to use AI as a teacher’s assistant or virtual teacher have begun in the United States. Jill Watson, a virtual teaching assistant introduced by the Georgia Institute of Technology has been trained on an extensive database and is capable of responding to a range of queries. Jill can assist students with queries regarding the program, formatting academic papers and introductory emails.
In the U.S., 78% of call centers are using AI or planning to introduce it within the next three years. AT&T one of the largest telecommunications providers in the world, has begun leveraging AI to handle all of its online customer interactions.