Everybody’s talking about AI, but why would you use AI just for the sake of it?

It’s just another technology. Stay focused on your desired outcome, and then look to put AI on top of the great systems and processes you’ve already developed within your organisation.

For example, let’s take a delivery company. You can use AI’s powerful capabilities to predict when products are going to be in stock or out of stock, and even notify customers in advance when their delivery is going to be late.

You and I are really grateful as consumers for that little message that says our delivery will arrive in the next half an hour, tomorrow, or whenever it is.

Let’s take a healthcare company, for example. Why not use AI to analyse data from scans of many, many people to improve predictions and give doctors and consultants more opportunities to deliver excellent patient care and more accurate diagnoses?

There is such a thing as the service maturity model, which organisations can use to move up the maturity scale. Having delivered reactive service, they can now use AI to deliver proactive service, move into the world of predictive service, and then into what I call pre-emptive service.

When you can predict that there’s going to be a problem, you can do something about it before the problem arises. The customer doesn’t even need to know there might have been a problem in the first place.

So, use AI to deliver outstanding end-to-end service.