Business Transformation

The Latest

18 August 2021: While natural language processing AIs are becoming increasingly accurate in how they respond to questions, their ability to explain how they arrived at their answers has been limited. As The Doctor reveals, confronting a rogue AI in the Green Death, ‘Why?’ remains, perhaps, the hardest question for machine intelligence. IBM’s AI Horizons Network is developing a method to enable AIs to explain their reasoning with a common sense data set.1 

Why it’s Important.

Today, virtual service agents, both customer facing and internal IT held-desks, are effective and very efficient FAQs. They can identify a context from natural language and then provide answers to questions, as well as provide follow up answers based on the original context. However, they cannot provide details as to how they arrived at any given answer, which generally leads to a request for human manual intervention.

Specialists who develop conversation virtual service agents, work around these limitations by programmatically refining the answers AIs have available (i.e. curating the FAQ) to include reasons. E.g. “Your transaction has been declined because of XYZ.” 

IBMs work to allow AIs to report back on their reasons, may not only minimise the programming effort needed to develop virtual agents, but allow them to report decision-making in ways that organisations have not considered. 

While AI development will remain a niche activity for most Australian organisations, AI will increasingly find its way into enterprise SaaS products. Natural language AIs coupled with machine learning over knowledge assets held in core enterprise systems will see a rapid increase in the use of virtual agents, both for internal and external services. 

Who’s impacted

  • AI specialists
  • Service automation / customer experience teams
  • ICT strategy leads

What’s Next?

The rapid improvements in AI quality, coupled with their integration into most enterprise SaaS products, will make them ubiquitous for customer service delivery within the next 2-5 years.

Organisations need to start exploring the AI service agent capabilities already available in their SaaS products, and develop plans for how to leverage such capabilities. The goal should not be to deliver an ‘all-singing and dancing’ virtual agent experience, but rather to incrementally introduce capabilities over time, learning how clients and staff wish to interact, and continually leveraging advances in technology as they become available. 

Related IBRS Advisory

  1. Chatbots Part 1: Start creating capabilities with a super-low-cost experiment
  2. Preparing for the shift from digital to AI-enabled transformation
  3. BMC Adds AI to IT Operations
  4. Trends for 2021-2026: No new normal and preparing for the fourth-wave of ICT
  5. Software Agents Maturity Model
  6. Artificial intelligence Part 2: Deriving business principles



1. COMMONSENSEQA: A Question Answering Challenge Targeting Commonsense Knowledge, 2019 Association for Computational Linguistics

The Latest

28 March 2021: MaxContact, vendor of a Cloud-based call-centre solution, announced it is supporting integration of Teams clients. Similar vendors of call centre solutions have announced or are planning similar integration with Teams and/or Zoom. In effect, the most common video communications clients are becoming alternatives to voice calls, complete with all the management and metrics required by call centres. 

Why it’s Important

The pandemic has forced working from home, which has in turn positioned video calling as a common way to communicate. There is an expectation that video calling, be it on mobile devices, desktop computers or built into televisions, will become increasingly normalised in the coming decade. Clearly call centres will need to cater for clients who wish to place calls into the call centre using video calls.

But there is a difference between voice calls and video that few people are considering (beyond the obvious media).  That is, timing of video calls is generally negotiated via another media: instant messaging, calendaring, or meeting invites. In contrast, the timing for voice calls are far less mediated, especially when engaging with call centres for service, support or sales activities.

For reactive support and services, video calls between a call centre and a client will most likely be a negotiated engagement, either instigated via an email or web-based chat agent. Cold-calling and outward bound video calls is unlikely to be effective.

The above has significant implications for client service and support processes and call centre operations.

Who’s impacted

  • CIO
  • Development team leads
  • Business analysts

What’s Next?

The adoption of video calls by the masses is here to stay. Video calling is not a fad, but it will take time to mature. 

Having video support and services available as part of the call centre mix is likely to be an advantage, but only if its use makes sense in the context of the tasks and clients involved.  

Organisations should begin brainstorming the potential usage of video calls for serving. However, adding video calling to the call centre is less of a priority than consolidating a multi-channel strategy and, over time, an omnichannel strategy.  

Related IBRS Advisory

  1. Better Practice Special Report: Microsoft Teams Governance
  2. Evolve your multichannels before you try to omnichannel
  3. VENDORiQ: CommsChoice becomes Australia's first vendor of Contact Centre for Microsoft Teams Direct Routing

Australian businesses expecting the hassles of the COVID-19 pandemic to vanish in 2021 are in for a rude shock, according to business analyst firm IBRS, which as also released a new report on the future of the IT space. The firm's 'Future of Work' expert, and IBRS advisor, Dr. Joseph Sweeney said improvements in IT departments were required because customer organisations will remain threatened by sporadic coronavirus incidents for some time yet.

The IBRS report, titled Trends for 2021-2026: No new normal and preparing for the fourth-wave of ICT, outlines misconceptions businesses have regarding the timeline of the pandemic and that a new, fourth-wave of ICT architecture is emerging in response to the challenges that will linger after the vaccine rollout.

Full story.