As the year, and indeed decade, draws to a close, it’s important to reflect on how technology has shaped the world around us. 2019 will undoubtedly go down in history as the year when artificial intelligence (AI) went mainstream. Almost every home in the US now has a smart device—whether a watch, smart speaker or digital assistant. Robots are delivering fast food around parts of California, and driverless cars are being tested in cities around the world.
The business world is not immune. Companies have been finding new and practical uses of AI within their business, from delivering operational insights and efficiencies to connecting employees to different resources. It also feels like 2019 was the year when the debate moved on from machines replacing humans in the workplace, to how companies can adopt a machine-first, human-optimized approach. No doubt this seismic shift towards automation, and adoption of AI is set to continue in 2020 and beyond.
We recently called on our industry experts from across SDL to think about how AI has changed their industries over the past year, and what they see as the big trends and predictions for 2020. Here we provide an overview of the top seven, looking specifically at how brands will use Artificial Intelligence (AI), Machine Translation (MT) and Content Management Systems over the coming year to power their content and customer engagement initiatives.
This past decade has seen an explosion of data and information. In fact, data was valued the most valuable resource by The Economist in 2017. However, there is still much data hiding in the shadows ready to be untapped and utilized—like social media content scattered across the globe in different languages. The term ‘dark data’ sounds ominous, but it's simply unstructured data that organizations have collected or stored, lying dormant and unprocessed within and outside their organization. As much as 90% of unstructured information is never analyzed, according to analyst firm IDC, largely because it’s in foreign languages, formats and channels. One tool that can help unlock this data is a Component Content Management System (CCMS), across any language or digital format. Recent developments within the CCMS market enable companies to manage the data within content at a granular level by adding the right metadata and classification information, such as taxonomy terms. This helps to identify words, sentences and trends across any content—across any language or digital format. A global electrical company was recently able to tap into its dark data by uncovering the information held by their CCMS. Tracing the paths of each element within their electrical products, they were able to make some shocking discoveries including finding pieces that had ended up in the wrong country, and even pieces that had not paid tax in the country in which they were distributed. By using CCMS along with other growing technologies such as IoT and AI, 2020 will be the year companies exploit dark data, in a way that adds value and insight to their businesses.
Forget clumsy headsets and nutty professors, 2020 is the year that VR goes mainstream. After all, what could produce a more personalized experience than one you are actually living? Consumer-facing businesses are already using Augmented Reality (AR) to perform a virtual shop assistant function, letting you use your computer webcam to remotely try on clothes and jewelry before you buy. Virtual Reality (VR) now allows customers to test drive cars without ever hitting the road or view a new house from the comfort of your current home. At the same time, companies bringing in new, untrained staff to plug looming skills gaps—on the horizon with the baby boomer generation reaching retirement age—will embrace VR as a way to overcome the skills shortages they face. All of this means that we spend more and more time functioning as our own digital twin, plugged into a self-controlled environment where we engage, learn and interact with friends, family and colleagues. Recent advances mean it’s now possible to translate and deliver content to any digital, or AR environment. 2020 will be the year when businesses start to adopt these new technologies, using their intelligent content in a way to drive more meaningful, virtual experiences with their customers around the world, while also using the technology to train young, upcoming talent.
Do any of these trends impact your business or industry? We’d love to hear your thoughts. Let us know on Twitter, LinkedIn or Facebook using #SDLPredictions.
Published on December 20, 2019 in SDL News and Views