Conversational AI business automation – Simplification and “being architect of a positive future”: these are the two trends on which the Capgemini Technovision 2020 report focuses.

Simplicity is meant to manage the volume of data coming from the variety of technological solutions available, but also to respond to customer needs, as simplicity actually means user experience.

Customers expect simple messages, instant actions, real-time feedback, zero friction and all technologies are required to comply with these needs, especially in terms of usability.

In recent times, the Covid 19 pandemic has highlighted the importance of being technologically prepared to respond to uncertainty and change.

The digital transformation process has undergone a surge in all sectors and the ability to leverage digital tools has become an imperative to survive from the crisis.

Innovation and technologies are the drivers for organizational competitiveness on the market and the pillars on which building a positive future.

TechnoVision examines 6 technological categories, where artificial intelligence and conversational AI are transversally applied.

Conversational AI business automation: il quadro di Capgemini Technovision 2020
Source: Technovision 2020

conversational ai business automation- AIOps

Algorithmic IT Operatios aim to collect and analyze data in real time coming from IT Operations, such as logfiles, IT operations management platforms, problem ticket data, connected devices, ‘wire’ network traffic data and event monitoring / alert systems, with the purpose to solve issues and improve performance.

Artificial intelligence, using machine learning and process automation, allows us to predict issues in real time, provide process feedback, anticipate any disturbing event and prescribe what needs to be done to achieve performance objectives, and eventually, have IT operations run and optimize itself in (semi) autonomous ways.

As defined in a previous Capgemini study, automationn can deliver:

–76% improved company profitability

–87% faster product and service delivery

–82% improved software development  

Furthermore, AIOps can automate routine, repeatable IT operations tasks, so that staff can focus on more strategic, value-adding activities.

Adding AI to business processes speeds

up decision-making and creates the

essential companion for symbiotic business


Capgemini Technovision 2020

bot is the new app

Conversational AI business automation – Virtual assistants use artificial intelligence to recognize and reproduce messages in natural language, through desktop or mobile applications or automotive and home automation services such as Alexa.

Through natural language interaction, bots simplify human-machine interaction.

According to Capgemini data, over the next 3 years 70% of consumers will interact with shops, banks and dealers through voice assistants.

Bots are particularly used in the Retail and Banking-Insurance sectors, followed by the Automotive sector. In the next 2 years, voice technology will grow by 15% for every key activity within the Customer Journey, thanks to the fact that voice assistants are becoming more and more intelligent, and likewise, they will be with us in the workplace with automation systems more and more sophisticated.

Artificial (but empathetic) intelligence

It is not just a matter of natural language: empathy and emotional intelligence are the additional aspects to be developed for an effective user experience.

Understanding how people react and the reasons behind their reactions can significantly increase the customer experience, contribute to effective communication and strengthen your corporate brand image, as well as business growth.

As reported by the Capgemini Research Institute, 74% of executives believe that emotional intelligence is a fundamental skill to be acquired in the next 5 years. The non-verbal components of communication are in fact the key to its effectiveness: vocal and facial expressions respectively contribute for 38% and 55% to the arrival of the message.

There are specifically 3 specific situations where emotional intelligence is required for successful results: the ability to manage anger and impatience, the management of frustration and disappointment, the management of surprise, happiness and gratitude.

Systems that integrate empathy features are already being developed: for example, Microsoft’s Cortana, Amazon Alexa, Google’s voice assistant and IBM, already integrate empathy features via API.

Few examples:

in the healthcare sector, Replika is a personal assistant that assist 2.5 millions of users that day and night interact with it, when they feel unwell or anxious;

Tabatha is a virtual assistant based on Facebook Messenger that supports people suffering from asthma in providing medical information support in an empatethic way;

in the retail sector, H&M has created a chatbot that acts as a sales assistant, taking into account users’ gender, mood and style preferences;

Contact Center solutions such as Odigo and Genesys detect emotions and moods depending on users’ tone of voice and writing;

in the automotive sector, AI systems aim to optimize the driving experience based on who is in the vehicle, his/her mood and how they are interacting with other passengers.

conversational ai business automation: where are we going?

From the precise review of the technological scenario made by Technovision, emerges a fundamental message: “Technology is no longer a prerequisite for change, but itself guides change in organizations and companies”.

“Digital transformation” is already an old concept: artificial intelligence is invading areas previously considered to be the indisputable domain of human beings; 5G redefines the very concept of connectivity; autonomous systems represent the last frontier of innovation and quantum computing could completely change the underlying computational model.

At the same time, organizations recognize that customers and employees have new expectations in terms of user experience, but also of environmental sustainability, governance and ethics.

Today, more than 4 billion people are online (52% of the world population) and Google, Youtube and Facebook are the 3 most visited sites in the world.

Today, more than ever, there is a need to rethink the purpose of technologies in terms of reliability, trust, transparency and security.

In particular, AI solutions must comply with the requirements of privacy, security, balance, “explainability” and ethics.

Consumers are much more open to products and services if they perceive respect for privacy and security, as well as, transparent mechanisms and no cognitive biases.

Similarly, regulations are increasingly looking at the concepts of “AI governance” and “AI explainability”, to guarantee ethical and compliance.

So, Technovision final message is “Not only make AI doing good, but doing AI for good”.


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