FEATURE : STATE OF THE CIO
AI and chatbots
Artificial Intelligence ( AI ) is driving huge new benefits for businesses in many ways . The ability to automate customer service , offer real-time feedback to customers and user requests , are just some of the ways chatbots are helping businesses . The AI technology in chatbots has been improving greatly and has meant that customers are growing to accept – and in some cases prefer – the efficiency and effectiveness of automated chatbot support .
Investments in automation and AI will grow at a dizzying pace . In fact , IDC predicts that global spending on AI systems will rise from US $ 85.3 billion in 2021 to over US $ 204 billion in 2025 .
Robotic Process Automation ( RPA )
TAKING ON THIS NEW ROLE WILL DEMAND NEW SKILLS OF THE CIO ; COMPLEMENTING TECHNICAL AND LEADERSHIP SKILLS WITH COMMUNICATION AND RELATIONSHIP QUALITIES .
Robotic Process Automation ( RPA ) is a way of speeding up repetitive tasks so that employees can focus on value-added activities , avoiding the mundane elements of their role . It can be deployed through a cloud service , or in some cases applications include RPA tools that can be exploited saving huge amounts of time with little investment .
Examples of how RPA can be used include optimising the performance of back-office activities such as the creation of sales orders , address book records and employee master records . It can also help improve the accuracy of data through automated error checking and gives companies the opportunity to seamlessly integrate multiple systems and processes with ease and flexibility . RPA can improve data quality , productivity and job satisfaction .
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