PA’s Fred Johnsen, an automation expert, is quoted in an article in Ugebrevet Mandag Morgen about automation and artificial intelligence (AI). Fred refers to a PA benchmark of 20 of the most prominent AI suppliers, according to which, the financial sector, healthcare/life sciences and the public sector are the leading industries when it comes to process automation. Moreover, the benchmark shows automation solutions are becoming increasingly intelligent.
Fred says: “Advanced solutions from suppliers such as IBM and IPsoft are used by Royal Bank of Scotland, NatWest, Barclays and Swedish bank SEB to improve customer service processes. Another example is Enfield Municipality, North of London that uses IPsoft’s cognitive agent Amelia to improve user-friendliness in the community.”
AI-technologies’ ability to store the experience from human problem-solving is exactly what makes it so useful in call centres and also in the life science industry where AI helps predict, diagnose and cure serious diseases. According to Fred, the potential in AI is incomprehensible when it comes to the development of society and businesses and growth.
“The AI supplier market is becoming more complex with an increased number of suppliers and solutions. There are also a larger number of partnerships and large players who look to dominate the market,” says Fred who predicts a consolidation of the market.
“I expect to see an increasing number of large players in the coming years as a result of a forthcoming consolidation trend in the market. In a way, one can compare AI with the ERP wave we experienced some 20 years ago, where only a few dominate today’s market,” concludes Fred.