Today, we stand at the beginning of a transformation that will fundamentally change our economy and our society: the Fourth Industrial Revolution. It is the largest transformation in the history of industry. It is changing the way we do business.
With different types of technologies innovation like artificial intelligence, cloud computing, Internet of Things, the pace of the transformation is causing many organizations to understand how to get ahead and develop the strategies to be able to take advantage of the Fourth Industrial Revolution.
This is a great opportunity to be able to connect with the customers in a way that has never been done before. Social media engagement has increased the level of expectations of customers.
With mobile and social media engagement, today organizations want to deal with a personalized approach in real time manner and for many organizations, this is a real challenge. But these technologies will definitely make it easier to be able to meet that expectation. The Fourth Industrial Revolution provides opportunities for people that are very hard to think about today. These technologies bring with them the potential for new business models and as a result of this new business models, new opportunities with humans.
Technologies used to Secure Data
Data has become a significant element in any business and securing it is of paramount importance. “Our number one value as a company is trust because we recognize that customers are providing us with access to their most precious asset which is the information of their customers. Our role is to secure the data to be able to make sure that we respect the individual’s privacy and that we can make it available back to the organization as they need it. So trust is the most important thing in Salesforce and we go to very extreme measures to be able to make sure that the security of the customer’s information in Salesforce is paramount,” said Dan Bognar, Senior Vice President, Salesforce.
AI will Improve the Human Touch
Today what organizations are realizing is that they are actually seeing a significance amount of data which they have collected over the years but were not able to analyze and get insights from it.
“Organizations can apply machine learning and natural language processing in other AI technologies to understand the patterns inside the data. AI technology provides insight on what happened, why it happened, what will happen, without being a data scientist. We also use AI for image recognition to analyze images and determine the content of those images,” he said.
AI will actually improve the human touch because customers want a high touch personalized and real time experience. This can increase as these technologies become operative. The challenge for most organizations is how to provide this to every customer.
According to Dan, AI will impact the customer in two ways:
Firstly, it will provide inputs to the person engaging with the customer to make them more impactful and to help them make a more positive customer’s experience.
Secondly, if the customer interacts directly with the AI, then the customer will see human equipment experience but the customer won’t be able to distinguish if they dealing with the human being or are they dealing with the AI.
Therefore, customer’s expectations can be met without the organization having to apply human. AI will actually become more human in the future.
Salesforce offers Ignite in India
Ignite is a team of specialists that have very deep understanding into the design thinking and human centric designs. They work with companies to help co create with them and what the future of those companies will look like. Through engaging in the Ignite team in India, organizations can create a vision for them that would help them understand what steps they need to take to be able to take advantage of these innovations.