Intelligent SME.tech Issue 20 - Page 29

intelligent

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RTIFICIAL INTELLIGENCE

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IS revolutionising business . However , due to the misconception that it is unaffordable and out of reach for SMEs , its use remains more concentrated in larger corporations . AI technology has become significantly more accessible and adaptable to a range of businesses – SMEs must capitalise on this transition towards affordability and invest in AI to boost their growth and provide safe , secure and successful customer interactions .
What does AI technology provide ?
In recent years , AI technology has rapidly evolved , providing benefits such as more efficient data processing , information for sales enablement , improved customer protection and increasingly comprehensive business security .
More efficient processing of data
When combined with advanced speech recognition technology , AI can provide far more comprehensive audio and video-based data processing . Previously viewed as challenging to manage , audio data has increased significantly in importance due to the accelerated digitisation prompted by the pandemic . Instead of relying on human resources to analyse audio data , a collaboration between systems – such as NLP ( Natural Language Processing ) and ASR ( Automatic Speech Recognition ) – can process this information , identifying specific speech and language features with increased speed and accuracy . When applied with Machine Learning , this collaborative approach can fuel other essential processes such as sales enablement strategies and anti-fraud measures .
Information for sales enablement
As previously mentioned , utilising AI in association with Speech AI technology can inform sales enablement strategy . Applying Speech AI to identify semantics ( for example , positive and negative responses from customers during customer service interactions ) allows businesses to determine which sales strategies are most compatible with their customer base . Sales strategies – especially those conducted over the phone – can then be tailored to match this information . Developing a more in-depth understanding

BY DETECTING CUSTOMER VULNERABILITY , BUSINESSES CAN ENSURE THAT CUSTOMERS ARE NOT TAKEN ADVANTAGE OF OR ENCOURAGED TO MAKE INAPPROPRIATE PURCHASES .
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