Covering Disruptive Technology Powering Business in The Digital Age

Attributed by Jasie Fon, Regional VP, Ping Identity

Jasie Fon, Regional VP, Ping Identity

Over SGD1 billion within five years to catalyse AI activities in Singapore; that’s how serious Singapore’s National AI Strategy 2.0 is about catapulting artificial intelligence (AI) development. This firm commitment should come as little surprise as Singapore was one of the first nations to launch a strategy specifically targeted at leveraging AI way back in 2019.

The decision to ensure continuity between these two policy goals should act as an example for enterprises on their own AI journeys. Rather than redesign their entire approach, decision-makers can instead take a more practical route and ask some questions about what AI offers in the context of the extant factors facing their organisation. How will AI deployments impact current tactics? Will it empower teams’ efficiency? Can organisations harness this potential to achieve their goals with less overhead? The answer, especially when it comes to product, customer success, and internal processes, is overwhelmingly, “yes”.

Fighting AI-powered cyber threats

The effects of AI start at the fundamentals of product development. ChatGPT and other similar generative AI tools are able to give teams a hand in documentation, website content, and marketing briefs. It’s little wonder that Forrester finds that 85% of marketing decision-makers in the Asia Pacific say they are either exploring generative AI use cases or actively deploying these tools in production pipelines.

However, AI also presents risks. Besides the ethical implications of deploying AI, organisations should reorient their strategy to account for the fact that these tools are being used by malicious actors to execute cyber attacks. Cybercriminals have access to the organisation’s digital infrastructure and can easily steal valuable intellectual property and data if they are able to breach centralised identity and access management (CIAM) systems.

Identity is the new frontier in this evolving paradigm that helps to distinguish between reputable users and dishonest individuals.  In addition to equipping employees to be cyber aware, organisations need to leverage the right AI-enabled cyber defence tools – particularly identity security, which is a key front in the war against fraudsters.

Organisations create a Zero Trust environment by combining Identity Threat Detection & Response (ITDR) with Decentralised (DCI) solutions. By doing so, businesses can assist users even more by continuously keeping an eye out for suspicious activity in the IT landscape. DCI enables users to control how their identity data is shared and overall improves security and privacy by reducing an organisation’s reliance on centralised data systems.

AI for tailored experiences

Despite the long-time existence of customer experience chatbots, they have not yet become prevalent due to concerns regarding data privacy, unhelpful results, and unnatural language. Chatbots have undergone some calibration recently, and they are now much improved at augmenting human-led customer support through more accurate and efficient answers.

With AI-driven chatbots, these customer experiences have been transformed from feeling like a dispassionate human replacement to something better and more responsible. Nevertheless, some customers still have reservations, so it’s crucial that AI supports human agents in the wider strategy rather than supplanting people.

Aside from chatbots, organisations should also focus on how AI enables more robust analytics. Streaming giants like Spotify, for instance, conceive of personalised omnichannel experiences for listeners by embedding subscriber’s data into algorithms. This, then, powers recommendations and also allows users to move their listening experiences seamlessly between multiple devices.

Offloading mundane tasks to AI

For the most part, AI shines behind closed doors for product and customer experience teams. These teams are deploying AI to accelerate processes and automate workflows to unlock productivity and raise efficiency. For teams in almost any business function, AI’s uses can range from generating images for a PowerPoint presentation to writing documentation and drafting content for a website.

Business leaders who are keen on employing process-focused AI can ask themselves questions such as what they are spending time on that AI can help to do, and how AI can help deliver a service or product more effectively. Mundane tasks can be simplified by integrating accessible tools from OpenAI, Google, and Microsoft.

Business Excellence through AI Integration

As with any new strategic initiative, scrutiny into the impacts is a key element in ultimate success. Specifically, in regard to AI, it is recommended that organisations thoroughly look into how AI can aid teams in researching data rather than spending time accumulating and summarising it.

Ultimately, a successful AI-driven customer experience rests on people. Central to this is establishing a robust security posture that protects identities across the organisation. That, then, arms businesses with the confidence to validate AI’s documentation, make evaluation of customer experience models more precise, and provide seamless experiences to customers at every touchpoint.

(0)(0)