Enterprise Software applications will increasingly incorporate AI to guide users by providing them with real-time actionable information.
Such applications will generate enormous value assuming they are able to effectively inform users without becoming an overly-used crutch. Think of the benefit such applications may provide employees that lack customer-specific knowledge, process knowledge, domain expertise and/or general experience. This is not a novel concept. Many applications incorporate AI-powered decision support capability. However, we are in the early innings (probably the first inning), of AI’s evolution as it relates to Enterprise Software. AI-powered decision support applications leverage enterprise data, business rules, SLAs, customer transactions, patient medical records – any information relevant to the particular use case. This information is typically processed by a machine learning layer that optimizes and refines the output for user consumption, gaining efficiency with each successive use. 10 years from now we assume that every new Enterprise Software application will have some form of AI-powered decision support capability baked in. This is thanks to AI platform companies such as AWS, Azure and Google Cloud, each of which incorporates core AI services into its respective cloud platform. Application developers of course build their respective cloud applications on top of AWS, Azure and GCP benefitting from the platform company’s AI investment. Some examples of advanced decision support capability:
- Certain of Nuance’s Healthcare applications incorporate decision-support capability. These applications sit on top of Microsoft’s Azure platform and is the reason why MSFT was the natural acquirer of NUAN.
- We have written previously of SS&C’s Singularity platform which incorporates broadly-defined AI / Intelligent Process Automation (“IPA”), capability. SSNC continues to build out its IPA product and service portfolio having recently hired Gautam Moorjani to lead its new Intelligent Automation Solutions Group.
- Cogito guides customer service reps through phone calls in real-time leveraging AI to assist reps with call de-escalation and other potential call sticking points.