AI Augmentation: To Enhance Customer Experience

Teja Boncheruvu, CIOReviewindia Team | Wednesday, 07 August 2019, 13:49 IST

Artificial Intelligence

Today, AI is being perceived by people only in relation to the precise effect it shows on their lives and on the society as a whole. Artificial Intelligence is not just about automating monotonous business processes or replacing of the people, rather, it can augment a person to perform the task more efficiently and accurately paying new ways to improve man-machine collaboration.

Gartner says that surpassing all other types of AI models, AI Augmentation will create $2.9 trillion of business value and 6.2 billion hours of worker productivity globally in 2021. The global research and advisory firm defines Augmented Intelligence, an alternative conceptualization of AI that includes learning, decision making as a human-centered partnership model of people and AI working together to enhance cognitive performance.

“The goal of AI should be to empower humans to be better, smarter and happier, not to create a ‘machine world’ for its own sake. Augmented intelligence is a design approach to winning with AI, and it assists machines and people alike to perform at their best,” said Svetlana Sicular, research vice president at Gartner. “Augmented intelligence is all about people taking advantage of AI. As Artificial Intelligence evolves, the combined human and AI capabilities that augmented intelligence allows will deliver the greatest benefits to enterprises,” she adds.   

AI Augmentation to Drive AI-derived Business Value

According to the Gartner AI business value forecast, customer experience is the primary source of AI-derived business value. The report says that Augmented Intelligence reduces mistakes while delivering customer convenience and personalization at scale, helping to democratize things which were previously available to the selected elites. It predicts that decision support/augmentation will account for 44% of the global AI-derived business value by 2030. Enhancing the customer experience AI Augmentation, an essential combination of AI and human capabilities contributes to net growth of Artificial Intelligence market.