It’s safe to say that AI has been on everyone’s lips throughout 2023. In fact, it has been so ubiquitous that Collins dictionary even named AI the word of the year in 2023. Yet, a burning question remains; What does the future hold for AI? 

To explore this, we invited Xiaopeng Li,  AI Lead at Microsoft, to share his insights at our annual event, Elevate ’23.

The impact of AI in the real world 

If you think artificial intelligence is something that only happens in sci-fi movies, think again. Whether you’re unlocking your phone using face recognition, relying on GPS for seamless navigation, or scrolling through personalised recommendations on Netflix, AI has seamlessly woven itself into your daily life.  

Importantly, AI doesn’t stop at a personal level; it extends its reach into the business landscape, unlocking new possibilities and opportunities for organisations across various industries. Here, businesses leverage AI technologies to enhance productivity, support employees, and monitor data and analytics. 

Xiaopeng emphasises AI’s significance, referencing a survey revealing that 75% of CEOs believe advanced generative artificial intelligence provides a competitive edge, highlighting its pivotal role as a key differentiator in the business world. 

AI is not a passing trend; it’s here to stay. Xiaopeng envisions its future in two key aspects: as a productivity booster and as an innovation accelerator.  

AI as a productivity booster 

Xiaopeng underscores how artificial intelligence can augment human productivity. The vision is clear: humans remain in the driver’s seat while AI serves as the co-pilot.  

Examples shared during the presentation showcase how AI co-pilots, such as Microsoft 365 copilot, can significantly enhance productivity for employees across various industries, from sales and finance to customer service. These co-pilots can automate numerous manual tasks, including summarising meetings, retrieving information and analysing data, working as not just time-savers but also efficiency enhancers. 

The potential of AI as a productivity booster extends beyond individual applications; it has the power to reshape how we work, collaborate, and make decisions across diverse industries.  

AI as an innovation accelerator  

Beyond boosting productivity, Xiaopeng emphasises how AI can act as an innovation accelerator, creating new possibilities tailored to specific industries or functions.  

Delving into the technicalities, he unveils the power of Large Language Models (LLMs). Unlike traditional machine learning models with narrow use cases, LLMs are trained on extensive data, with a sophisticated architecture resembling the human brain. This complexity allows for broader intelligence and more versatile applications.  

Leveraging LLMs empowers you to generate highly contextualised and personalised content tailored to your business needs – whether it’s for a marketing campaign, answering customer questions or creating visuals for social media.  

These generative AI technologies facilitate the rapid delivery of new features and innovations, making it a catalyst for faster progress and enhanced personalisation for organisations. 

Elevate your contact centre using AI 

The presentation also uncovered how specifically generative AI can support contact centres, including: 

• Virtual agents: AI enables 24/7 customer assistance through virtual agents, ensuring fast and accessible service.   

• Task automation: Empowering customer service agents, artificial intelligence automates tasks for enhanced productivity. 
• Conversation summaries: Artificial intelligence can summarise chat conversations between the agent and the customer, providing a better overview of each case.  
• AI transcription: For high-volume phone calls, traditional transcription methods fall short. Generative AI and large language models revolutionise this process, effortlessly condensing lengthy transcriptions into concise summaries.  
• Sentiment analysis: Large language models and generative AI technology empower businesses to delve deeper into data, analysing customer sentiments within transcriptions. Sentiment analysis offers valuable insights into the emotional tones, concerns, and preferences expressed during customer interactions.  

AI technologies, tailored to fit organisational needs, can revolutionise contact centres, significantly improving productivity, reducing costs, and creating an efficient environment for both employees and customers. 

So, whether you’re fascinated by the idea of AI as a co-pilot enhancing your daily tasks or as an innovation accelerator crafting bespoke solutions for your contact centre, the future of AI promises a more streamlined, productive, and innovation-focused landscape. 

Did you miss Xiaopeng’s session at Elevate ‘23? Watch the recording here.  

Ready to enhance your contact centre using AI technologies? Dive into Puzzel’s range of AI solutions or book a tailored demo!