Remaking the Modern Enterprise CIO with Conversational AI
CIOs are now able to start fulfilling their true promise, from a previous focus that was necessarily more on keeping networks running, data backed up, and managing infrastructure in support of other executives’ needs. Today, however, the CIO is a corporate leader tasked with leading digital transformation initiatives, overseeing cybersecurity strategies, and advancing innovation, as a strategic function of the modern enterprise.
Approximately 40% of CIOs consider their job is vital to their organization’s ability to thrive in the digital economy, leading many to become more actively engaged in strategies that streamline IT operations and improve end user experiences to create additional value for the business. As the role is freed up from simply keeping the technological lights on, toward orchestrating a number of mission-critical business functions, CIOs now have time and budget to do more than plugging operational holes with point solutions and figuring out how to coordinate them afterward.
In the era of lightning-fast and constant change, enterprise CIOs must empower their organizations to engage with wider audiences around the world and around the clock if they want to remain relevant and competitive. Brands must personalize every customer interaction, predict what customers will want in the future, and take decisive action to proactively address those demands.
Transformative technology solutions like conversational artificial intelligence (CAI) can help CIOs and their teams solve bigger challenges faster, make smarter business decisions more confidently, and deliver an exceptional customer experience that drives revenue and sustainable growth. And instead of individual bots or chat tools CIOs now look to adopt a more systemic, platform-oriented approach that unifies their operations, data, and people to create a scalable, efficient, and reliable revenue-generation engine.
CIO as a revenue leader
For the most part, automation has helped resolve many of the CIO’s traditional responsibilities.
With essential IT operations such as rolling out new software or restarting servers whose connections were lost, in good (automated) hands, CIOs are now free to sponsor and deliver other, more strategic technologies for the organization.
In particular, the increasing intertwining of marketing and technology has created a new opportunity for CIOs to flex their technology know-how and strategic planning skills. As chief marketing officers (CMOs) or other revenue-focused executives become increasingly dependent on tech, CIOs must step in to bridge the gap between departmental needs and the realities of scaling enterprise IT infrastructure.
That is, the CIO plays a pivotal role in translating the business’s plans into a roadmap and coordinating the technologies to put those plans into action. Already, the average enterprise uses more than 90 cloud marketing apps and a host of single use case chat solutions as part of a customer-first business strategy aimed at delighting customers and creating personalized experiences every time they touch the brand. But research suggests that marketers – relatively new to the tech game — also are unsure of what technologies provide the biggest value, as more than 80% have replaced at least one marketing technology in the past year.
That level of turnover underscores the importance of leveraging a CIO’s technology know-how and business acumen to alleviate redundant purchases, streamline processes and workflows, and create a clear and sustainable business roadmap that can address a range of business objectives.
More importantly, it highlights the need for CIOs in digitally-enabled enterprises to move beyond short-term fixes for specific pain points and toward solutions that can be repurposed across various functions and uses in their organization. That amount of orchestration and planning is a primary reason that more than one-third of enterprises have adopted some form of Artificial Intelligence, a 250% increase in just four years, to help bridge operational gaps and gain at least a small competitive advantage.
Conversational AI: the great enabler
Despite the rapid adoption of AI in the enterprise, most organizations still struggle with extracting maximum value from customer-facing technology due to its general complexity and their limited AI-ready talent.
Each tool they purchase — a chatbot here, an AI-powered analytics tool there — needs to be reconfigured anytime a new use case or data source arises, continuing many of the issues that have plagued the enterprise for years, such as:
- Poor data quality. Nearly 40% of IT leaders feel the inability to identify and aggregate usable and relevant data from across the organization is one of their greatest (and gravest) challenges to properly leveraging AI technologies.
- Lack of AI-ready skill in house. More than half of digital enterprises believe they lack the necessary skills in-house to master AI. Across industries, the AI skills gap continues to grow and costs billions of dollars in re-skilling initiatives to try and recoup missed opportunities.
- Difficulty proving value. Often, enterprise leaders implement the technology and then look for problems it can solve, rather than starting with business needs. It’s difficult to quantify or assign a dollar value to technologies purchased for one specific, narrow purpose.
- Security and Compliance. Government and industry regulation change at warp speed, challenging CIOs and IT teams to responsibly manage data per changing regulations like GDPR, HIPAA, and others. Adding AI technologies to the environment adds another layer of complexity to standardizing data governance.
In contrast, a new generation of conversational AI solutions — apps and automated communications tools that and create personalized customer experiences at scale — is changing the way enterprise CIOs view and deploy AI.
Today’s customers expect engaging, personalized interactions and immediate responses to their questions, no matter the device or communications channel they choose. With low-quality chatbots and other AI-powered point products, meeting each of those demands is a pipe dream because the tools still require extensive configuration and time-consuming integrations just to satisfy one or two very specific use cases.
On the other hand, conversational AI platforms empower enterprise teams to leverage a single code base to quickly develop humanlike customer engagement tools once, and effortlessly deploy them across the enterprise on demand. Each natural language-enabled app can be used to interact with global audiences for a variety of uses and then be easily trained using conversational data to suit the demands of uses as they arise.
Changing the conversation with Teneo
Just as conversational AI is changing the way CIOs and their counterparts view AI in the enterprise, Artificial Solutions is changing the way the industry views conversational AI. The award-winning Teneo platform is flexible, adaptable, and scales with the demands of any business. That’s why it’s the solution of choice for large corporations, enterprises and integrators who recognize the value and opportunity that conversational language capabilities bring to their business.
Teneo supports more than 35, languages covering 7 global language families, in addition to different dialects and variations for each language. The system’s robust natural language processing (NLP) and natural language understanding (NLU) capabilities normalizes misspellings and abbreviations in each language, making it an ideal solution for virtually any customer interaction across service, sales, or support functions.
Using Teneo’s Interaction Engine, the system listens to and interprets what customers are asking and applies sophisticated linguistic algorithms and advanced reasoning rules to reliably deliver the right response — including suggested purchases, solution responses, account updates and more — to a customer’s inquiry at the right time. And when combined with Teneo’s extensive data aggregation and analytics tools, CIOs and their staff can securely transform massive amounts of raw, unstructured data and instantly classify them into a highly visual representation of the key issues and questions being asked to uncover customer trends for personalized experiences and new product/service development — all in real time.
The CIO’s role in an enterprise in the Digital Age is light years beyond what anyone could have predicted even a decade ago. The modern CIO is no longer just a supporting actor, but rather an active leader and visionary for the business. With the right tools, insights, and support, today’s strategically-minded CIO is a capable revenue generator and stabilizing force amid a constantly evolving competitive landscape.
Integrating platforms like Teneo, with its easy integration to third-party BI tools and other solutions to help businesses monitor their operations, as well as optimize and improve their Teneo conversational AI applications, CIOs are at the forefront creating a fully conversational AI-powered enterprise.
Contact us today to learn more about how conversational AI can help improve your company’s responsiveness, agility, and customer satisfaction to drive sustainable business growth.