Covering Disruptive Technology Powering Business in The Digital Age

Written by: Khairul Haqeem, Journalist, AOPG

Artificial intelligence (AI) is transforming the business landscape, enabling companies to enhance their customer service and streamline internal processes. As the use of AI becomes more prevalent, it is crucial to understand the impact it is having on the industry, and how developers and end-users can benefit. In this interview, we speak with Sara Faatz, Director of Technology Community Relations at Progress, who has over 20 years of experience in leading corporate and product marketing and community building for organisations targeting developers.

Revolutionising Customer Support

Sara believes that AI is crucial for letting consumers engage with brands on their own terms. Chatbots and conversational platforms, driven by AI, allow support staff to concentrate on more complex inquiries by handling routine ones automatically. In addition, businesses can use AI and machine learning (ML) to send tailored communications to consumers at every point in their path.

“The development of AI-powered chatbots and conversational platforms are now at the forefront of this transformative moment customer support finds itself in. Now, teams are automating responses for straightforward queries, freeing them to focus on those that require direct intervention,” she said.

These are definitely exciting times in the AI space, especially with the rise of chatbots and virtual assistants like ChatGPT. According to Sara, one of the changes we can expect to see from the continued development of AI technologies is improved productivity and capabilities from automated processes. She singled out app development as an example and shared IDC’s prediction that 70% of Asia Pacific-based digital services will be built through AI-driven coding by 2027.

She added, “It is highly possible that this trend will continue to gain traction and see IT staff focusing on the integration and management of AI systems. In any case, using AI as a support tool unshackles employees enterprise-wide, allowing them to focus on core and mission-critical activities.”

Besides that, there is also the creation of new job opportunities. Sara said that while AI could render certain roles redundant, it also has the potential to create new jobs. In fact, we are already witnessing new roles cropping up, such as ML engineers, data scientists and business intelligence (BI) developers. These positions can be filled through upskilling and reskilling. The good news is that the region’s businesses look set to take an empathetic approach to human-technology co-evolution, with IDC estimating that 55% of organisations will invest in AI-related skills training throughout 2023.

However, there are dangers and bad effects that can result from overusing AI in the developer experience (DX) process. As Sara points out, AI is only as good as the data its human workers give it, and this can lead to inappropriate service delivery or outright exclusion of some groups. In addition, businesses need to think about the ethical implications of their AI use and make sure their responses represent the company’s ethos and beliefs.

When Two Worlds Collide

Organisations may face challenges when attempting to integrate AI with their current tools. To guarantee that AI technologies are used to enhance rather than replace pre-existing systems, meticulous planning and implementation are required during the integration process. Making sure the AI system works with the rest of the company, including its legacy software, is a major problem.

Sara suggests combining AI with the Policy-as-Code approach to guarantee reliable and error-free results. To show data accurately and appropriately, guidelines must be established regarding transparency, metrics, and evaluation. This method aids businesses in keeping their data under wraps and guarantees that their AI solutions are open and responsible.

When AI is combined with other technologies, it can complement human ability rather than supplant it. By assisting them in determining which types of content have the highest conversion rates across all platforms, for instance, AI can greatly benefit the content creation and copywriting industries. Organisations can improve their efficacy, output, and precision by using AI technologies to supplement human expertise.

However, there are also potential difficulties when combining AI with pre-existing technologies. Making sure the AI system is in sync with the company’s long-term objectives is a major hurdle. To accomplish this, it is necessary to analyse the company’s data administration procedures and business operations in detail. In addition, businesses should check the safety of their AI systems to prevent leaks of private information.

AI in Action: Real-Life Stories

The substantial effect that AI can have on bettering the consumer journey and the developer experience is demonstrated by real-world instances. All of the improvements in speed, output, and accuracy that Sara mentioned are possible through the integration of AI with pre-existing technologies.

A prominent fertility clinic in Bulgaria has implemented an AI-powered chatbot system to handle common patient inquiries. This freed up support staff to concentrate on more complicated inquiries, which in turn increased customer happiness and reservations by 30%. The AI-driven assistant system took care of scheduling and confirmations, relieving pressure on support staff and making more time available for more individualised care for patients. Patients had a better overall experience at the reproductive clinic because of the clinic’s decision to automate answers to frequently asked questions.

By using AI to create high-performing, user-friendly online tools that can run in different browsers, a flash memory firm cut its product development time by 30%. Users could produce market forecast figures using AI-powered web controls, and then use business intelligence tools to generate reports or conduct what-if studies. Because of this, the business was able to shorten the time it took to bring goods to market, giving it a distinct advantage over its rivals.

These instances from the real world illustrate how the combination of AI and current technologies could enhance both the user experience and the productivity of software developers. AI has the potential to revolutionise the way businesses function and deliver value to their consumers, from boosting customer engagement to shortening the product creation cycle. Organisations can improve their output, speed, and accuracy by using AI in this manner, leading to a better experience for customers and programmers equally.

The Future of AI In the DX Sector Looks Bright

More research and development time will allow AI to provide compassionate answers, as claimed by Sara, which will lead to increased client loyalty. Advanced models will incorporate intricate statistics to take into account customer requirements, interaction types, and product options from rival companies. These data sets are indispensable for fostering a customer-centric experience that boosts a company’s prospects.

She goes on to say that “AI insights can help businesses develop products and services that are inclusive to both able-bodied and disabled customers.” Companies will be able to provide more accessible products and services if they can determine the most common challenges faced by customers and the most effective ways to address those challenges. This not only makes a good impression on potential customers, but an accessibility-first approach is also fundamental to good programming practises.

Since data is still the driving force behind AI advancements, Sara stresses the need to increase security and privacy protections. She references IDC forecasts that show independent SOCs, CaaS, and Confidential Computing will increase in popularity over the next few years. These tools have the potential to hasten security fixes, boost conformance with rules, and strengthen cyber defences.

With the potential for more empathetic and inclusive solutions, as well as improved security and protection measures, the future of AI in the DX sector is bright. While it’s great to focus on creativity and the needs of your customers, you should always keep safety and ethics in mind. Businesses will benefit from AI most if they adopt the technology’s use without sacrificing their commitment to principles and diversity.

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