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Friday, March 29, 2024

Artificial intelligence, IoT and machine learning to dominate tech landscape

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MAJOR business collaboration and communications solutions provider Avaya recently pointed out that combining human and artificial intelligence (AI) can help enterprise-level organizations to achieve higher productivity.

In a recent online interview via Zoom with BusinessMirror, Avaya vice president for Asia Pacific and Japan Sami Ammous said the company is harnessing the full potential of AI in its operations such as developing better communication among its different units and clients. He also cited the use of AI for its Avaya Spaces, the company’s videoconferencing technology and collaboration tool. Through AI, Ammous said Spaces automatically identifies what is background noise and turns it down.

“We found that the combination of human and artificial intelligence is the best way to serve our customers and make employees more effective.

That is the direction we are seeing for AI, more technology to serve humans—giving agents suggestion, setting them up with the best time to call customers, finding trends in the calling pattern, and identifying the best way in assigning resources. With the example I mentioned around noise reduction plus the use of chatbots, these are all effective applications of AI,” Ammous.

As far as Internet of Things (IoT) is concerned, Ammous pointed out that connecting a device to the Internet will require companies to craft policies to ensure security protocols and measures are adequate to ensure that data and information are protected.

Ammous said connectivity has become more important during the pandemic period as a lot of people are working from home.

Since working from home has to do with connecting people to phone calls and cameras, he said users need to address the camera and the environment as well as the security of the network. He said Avaya has the tools to address these needs.

“For example, we have surveillance software that can run on cameras. The software is designed not to ensure that agents do their jobs. But let us say you are an agent or someone working from home and your wife passes by in the background, and you are dealing with some confidential information, the application can identify that someone is in the background within the screen. These are just some examples of how the combination of IoT and AI can help employees work from home,” he said.

Ammous said AI and machine learning (ML) will be on top of the innovation road map of Avaya.  Moreover, Avaya is currently working on voice chatbots powered by machine learning, making chatbots more accurate and adaptable.

“With the help of ML, voice chatbots can learn from the cycle. The more you use it, the better it is at identifying and responding to customer queries.

We are also building lots of partnerships with some of the more specialized players. We have a connector with Google and we have also done work with Alexa,” he said.

In another development, British high-end appliance manufacturer Dyson will roll out more cutting-edge technologies in its products for the local market.

Scott Maguire, Dyson’s chief operating officer, told reporters that Filipino consumers will see advances in the localization of its products such as artificial intelligence in sensors, aspects of machine learning in the products, and apps working in harmony with the machines “Our philosophy is not just to connect the products but really add value and life to the technology for users,” Maguire added.

He said the 600 Filipino engineers working in the Dyson plant in Alabang are currently working on new technologies and products as well, as more homes are going to deploy smart technologies for convenience and practicality.

Read full article on BusinessMirror

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