Column Insight Plus OUT-DATED TECH EDUCATION GET READY FOR A COMPANY NEWS NOTIONS TO FALL POST-COVID-19 BRAVE NEW WORLD TOP JOBS 2 12 JULY 2020 | Issue 65 AI - intelligent customer service Covering the continent Daily news and analysis of Africa’s key ICT markets. www.itwebafrica.com First with IT news. Every day. www.itweb.co.za 326 Rivonia Boulevard, Rivonia, South Africa Tel: + 27 11 807 3294 Fax: + 27 11 807 2020 IN THIS ISSUE CREDITS Publisher JOVAN REGASEK
[email protected] Amid increasing uncertainty and economic turbulence arising from the COVID-19 pandemic, it’s reassuring to Editorial Director know that technology can – and does – play an important RANKA JOVANOVIC role in sustaining business operations.
[email protected] Specifically, artificial intelligence technology has come to the fore as companies look to offer better service and Editor experiences to customers. CHRIS TREDGER ITWeb’s recent AI & CX survey explores this in more
[email protected] depth. According to its findings, 46% of respondents have implemented or are experimenting with AI in customer Sub Editors service. But one in four are not using AI in any form SIMON FOULDS yet, and by far the biggest barrier to AI adoption is the HEIDI HURWITZ challenge of integrating it into existing processes. It’s no surprise that business continuity, customer Production Manager experience, security, business transformation and agility SINDISO KHUPE remain key discussion points.
[email protected] No-one really knows how long the current situation will continue and no-one can say for sure what the likely Designers outcome will be.