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3 Interesting Ways Companies Are Leveraging AI in 2021

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Brooke Lynch

Contact center news, customer experience, CX trends, call center challenges, AI and automation

AI has become a mainstay in customers’ lives, whether they realize it or not. Every time they ask Alexa to put on their favorite playlist or scroll through their recommended watches on Netflix, they are utilizing some form of Artificial Intelligence.

Companies continue to innovate by implementing new forms of AI to personalize and streamline the customer experience. We’ve become so used to these advanced technologies, it has become second nature to simply expect this heightened level of convenience and capability. 

However, because we may not recognize the fact that these popular services are in fact powered by AI, it’s helpful to look at new examples of technology working to reinvent the customer experience. Additionally, although some forms of AI are currently being scrutinized with proposed regulation in Europe, there are many other use cases that are simply aimed at modernizing current technology to simplify and upgrade the overall experience.

With companies continually leveraging new models of AI to compete and innovate, here are a few interesting recent use cases:


AI-Powered Google Maps

Google recently announced its plans to implement over 100 AI-powered improvements to its popular Maps application. 

Some highlights include Indoor Live View, adding on to the original real-world view feature guiding users through some of the largest cities. With Indoor Live View, customers can access these helpful visual cues inside popular shopping centers, airports, or transit stations. This feature is focused on assisting customers during hectic moments, like finding a ticket window or baggage claim, simplifying the most complex and confusing indoor spaces.

Additionally, with the rise of conveniences like curbside pickup and delivery services, Google is also implementing new features to its business profiles — including information on delivery windows, order minimums, and even notifications for the best time to leave to pick up an order.

These upgrades are a direct reflection of innovation stemming from real-world needs. Since the pandemic began, we’ve seen so many leading companies work to provide solutions for these unprecedented and isolating circumstances. By upgrading current technology to support a contactless experience, companies are providing a thoughtful approach that keeps customers engaged in the virtual world.


Sony Upgrades AI In The Gaming Space

Another interesting assistive technology could be on the way in the gaming world. Sony recently filed a patent application outlining an artificial intelligence that observes users’ gaming habits and strategies to form individual profiles of their playstyle. Once complete, the technology works to simulate human gameplay during their most difficult or critical moments. 

While this may seem counterintuitive, as most of the fun of gaming revolves around physically playing the game, struggles and all — the technology aims to relieve instances of agonizing frustration like being unable to complete a level or becoming stuck indefinitely. 

This use case represents a more obvious form of artificial intelligence because the technology is actively performing a task for the user. But it illustrates another example of assistive technology focused on making the experience more convenient and effortless for the individual. It’s this form of AI that we’re likely to see more of, as customers align their standards around the most innovative and engaging technology. Additionally, because individuals are still expected to spend more time at home even after restrictions are lifted, we will continue to see investments in the home entertainment sector.


AI Makes Clinical Trials More Inclusive

Moving to modern uses of AI in healthcare, a new model called Trial Pathfinder was recently developed by Stanford researchers in an attempt to alleviate difficult clinical trial approval processes — which can currently take up to 10 years and billions of dollars to authorize. 

By expediting patient recruitment, one of the greatest factors extending current timelines, Trial Pathfinder uses real-world data to help design future clinical trials. The technology is working to increase enrollment eligibility to support greater inclusivity and representation. By partnering with electronic health record provider Flatiron, the technology was able to reduce current exclusions based on strict but potentially unnecessary criteria. 

Researchers were ultimately able to double the number of eligible patients on average while lowering the trial hazard risk, which correlates with patient survival. By promoting more relaxed criteria, trials will no longer be limited by enrollment difficulties and expedite access to critical treatments.

This technology, while not necessarily customer-facing, has the potential to impact individuals seeking life-changing treatments and expedite testing during periods of urgency. We now understand the importance of technology that can streamline critical processes after this past year, so implementing AI that can support increased inclusivity and expedited timelines is necessary to mitigate future risk.