Artificial intelligence (AI) and machine learning (ML) continue to be some of the key technologies that are the most disruptive and transformative for industries, including healthcare, banking, security and even eCommerce.
According to Sundar Pichai, CEO, Alphabet Inc, “the impact of AI would be even more significant than that of fire or electricity on the development of humans as a species. It may be an ambitious claim, but AI’s potential is very clear from the way it has been used to explore space, tackle climate change and develop cancer treatments.”
However, as AI and ML technologies progress and solutions are developed, there are concerns about if the current resources, with the hybrid work culture and lack of talent, will suffice to cater to the ever-changing customer needs.
We spoke to industry leaders and experts in the AI industry on the most pressing challenges facing organisations in 2022 and the possible solutions.
Raj Koneru, CEO and Founder, Kore.ai
Challenges:
Three key challenges – hybrid work culture has brought new employee experience challenges; customers expect an omnichannel presence and personalised responses, and multilingual or support in the local language.
How To Tackle:
Companies need to create a flexible and scalable infrastructure that helps them deliver more enhanced customer and employee experiences. They need to build capabilities that will help them scale in crises without increasing headcount to service the growing volumes of customer self-service, contact centre support needs, back-office requests, and the evolution into new digital experiences never imagined before. There’s an increased need for delivering excellent self-service features, omnichannel conversational offerings and bridging the gap between voice, conversational and digital channels while maintaining human touch for critical issues.
Antony Cousins, CEO, Factmata
Challenges:
Continuing growth and diversification in the number of social platforms consumers engage in online, making consistent and timely consumer insights more difficult. At the same time, the penalties for brands that fail to engage appropriately are increasing year on year.
How To Tackle:
More investment in online data analysis, including more advanced AI technologies, to crunch more data faster and more accurate results.
Rana Gujral, CEO, Behavioral Signals
Challenges:
The main challenge will be access to talent. Aside from this, the work environment has changed with the implementation of different work models, the constant appearance of new technologies, and constant changes in how we interact. This represents a challenge for leaders, who must ensure that the company’s work environment is balanced and flexible.
How To Tackle:
CEOs will need to focus on the essential elements such as flexibility, transparency, solidarity, decision, and conflict confrontation. These aspects will become a priority for the C-Suite. Companies need to use new technologies to attract talent and tools based on AI implemented in the selection processes. Lastly, companies need to promote work autonomy and focus on building independent teams that balance face-to-face and remote work to address the changing paradigm of work culture.
Pavlos Charonyktakis, CTO & Co-founder, JADBio
Challenges:
The shift due to the pandemic such as remote working, digital meetings, and management will remain in our lives. Society seems to resist various societal risks such as health. This situation will intensify the labour market globalisation, and hence hiring highly qualified people will be extremely difficult for most companies, especially startups.
How To Tackle:
Companies can only tackle the challenges by putting digital management at the epicentre of all company processes. Also, they need to devise plans for training less qualified or even entirely unqualified personnel, including additional training of existing staff to avoid job-hopping.
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