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CX to benefit most from AI Augmentation

Allan Tan by Allan Tan
August 13, 2019

Gartner defines augmented intelligence as a human-centred partnership model of people and artificial intelligence (AI) working together to enhance cognitive performance. This includes learning, decision making and new experiences.

“Augmented intelligence is all about people taking advantage of AI,” said Svetlana Sicular, research vice president at Gartner. “As AI technology evolves, the combined human and AI capabilities that augmented intelligence allows will deliver the greatest benefits to enterprises.”

The analyst group forecasts that by 2021, AI augmentation will create $2.9 trillion of business value and 6.2 billion hours of worker productivity globally, said Gartner.

Enhancing customer experience

Customer experience is the primary source of AI-derived business value, according to the Gartner AI business value forecast. Augmented intelligence reduces mistakes while delivering customer convenience and personalization at scale, democratizing what was previously available to the select few.

Sicular said the goal is to be more efficient with automation while complementing it with a human touch and common sense to manage the risks of decision automation.

“The excitement about AI tools, services and algorithms miss a crucial point: 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,” she added.

“Augmented intelligence is a design approach to winning with AI, and it assists machines and people alike to perform at their best,” concluded Sicular.

Related:  Cybersecurity cautions for 2020
Tags: augmented intelligenceCustomer experienceGartner
Allan Tan

Allan Tan

Allan is Group Editor-in-Chief for CXOCIETY writing for FutureIoT, FutureCIO and FutureCFO. He supports content marketing engagements for CXOCIETY clients, as well as moderates and speaks at events. He served as Group Editor-in-Chief for Questex Asia concurrent to the Regional Content and Strategy Director role. He was the Director of Technology Practice at Hilll+Knowlton in Hong Kong and Director of Client Services at EBA Communications. He also served as Marketing Director for Asia at Hitachi Data Systems and served as Country Sales Manager for HDS’ Philippine. Other sales roles include Encore Computer and First International Computer. He was a senior industry analyst at Dataquest (Gartner Group) covering IT Professional Services for Asia-Pacific. He moved to Hong Kong as a network specialist and later Head of IT at Imagineering/Tech Pacific. He holds a Bachelor of Science in Electronics and Communications Engineering degree and is a certified PICK programmer.

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