Businesses have embraced digital transformation to stay competitive – migrating to cloud computing, digitizing documents and workflows, and rethinking software acquisition and IT deployments. The goal is to liberate and democratize all enterprise assets to operate with the greatest possible agility, intelligence, and speed.

Despite progress with digital transformation and decades of focus on customer experience, both enterprise executives and employees describe an environment where access to knowledge and the ability to get things done is hindered. This may explain why despite enormous investment in digitalization our national productivity has stalled.

Real transformation requires drastic change – being bold and visionary while remaining grounded in the reality of current challenges and paying mind to logical progress. Unfortunately, many digital transformation projects seem to have exchanged a set of manual problems for a set of digital problems. Data remains siloed, there are more barriers and steps than ever before and in many organizations a kind of wild west atmosphere – using whatever solves a short term need with no regard for other considerations – prevails.  

The Key is AI Transformation.

It takes AI transformation to deliver on the ultimate goal of digital transformation – an information-powered organization reaping the economic benefits of a leader. In today’s market that requires delivering excellent customer and employee experiences. In the near future it means providing employees with augmented intelligence and a workforce that includes many autonomous “digital employees” working alongside people.

Considering all the places knowledge and functionality are spread across enterprises, only AI technologies can securely locate and deliver what each user needs with speed and accuracy. Once deployed, this removal of gates to business, insights and action creates an enormous competitive advantage.

When taking on AI projects, the focus is often on starting small – picking the “low-hanging fruit.” When thinking about AI Transformation, we need to ask the breathtakingly big questions.

AI transformation invites us to think critically about how we interact with
information. What are we trying to discover? How can we scale those efforts
across divisions and encourage collaboration? What could we do if we had almost
perfect operational and customer awareness?

Natural Language Processing is a cornerstone of AI transformation. The ability for machines to interact with humans through conversational dialog and to connect a request or command to the right information or action is in and of itself transformational. This isn’t about simple chatbots or predictive analytics or computer vision. It’s about fusing humans and data in ways that breathe new power and possibility into business.

At Pryon we are working with large enterprises taking a bold, long-term view of AI transformation. We are reinventing customer and employee access to enterprise assets and designing experiences that map to unmet current demands and emerging needs. We’ll be sharing our adventures in the future of the customer and employee experience here – including our thoughts about how AI must be conceived and deployed for real and sustainable transformation.