凯捷（Capgemini）：2020以客户为中心的人工智能艺术-组织如何在客户体验中释放AI的全部潜力（英文版）（48页）.pdf

1、The art of customer-centric artificialintelligence How organizations can unleash the full potential of AI in the customer experience Introduction As the COVID-19 crisis grips the world, the impact of AI on the customer experience is accelerating. As customers seek contactless or non-touch interfaces

2、, numerous sectors have stepped up their digital and AI game: Consumer products and retail has seen the use of AI-powered delivery robots to get groceries and medicines to people subject to shelter-in-place orders.1 In automotive, dealerships and OEMs have moved to digitize showrooms offering a full

3、y digital customer experience powered by augmented reality and AI.2 In the public sector, AI is a driving force in health and safety, from using augmented reality glasses to check the temperature of hundreds of people in a matter of minutes,3 or recognizing whether commuters on public transport are

4、wearing face masks or not.4 These innovations reflect how much progress has been made in AI as a technology over recent years. In late 2018, for example, Nvidia demonstrated that a class of AI algorithms “Generative Adversarial Networks” had not only become better at generating realistic human faces

5、, but that similar algorithms had also improved at discerning real images from any fake, AI-generated ones.6 In November 2019, Google made its contact center AI technology open and freely available.7 In natural language understanding, Google Translate now translates more than 100 languages into Engl

6、ish, with accuracy of translation improving remarkably across all languages in the last four years.8 AI capabilities have been evolving, but COVID-19 has accelerated adoption of these tools and made intelligent machines part of our new normal lives, both now and in the future. As our research shows: