Technology, Media and Telecommunications Get Smarter

The Report

Technology, Media and Telecommunications Get Smarter, a report recently published by Deloitte, reveals emerging applications in the technology, media, and telecommunications industries. The report illustrates how cognitive computing could maximize business value for companies, explores company managers' perspectives on cognitive computing, analyzes the opportunities and challenges in adoption and provides a comprehensive reference for business managers who want to adopt cognitive computing technology. 

Viewpoints / key findings

Deloitte believes cognitive computing can deliver substantial business advantages in the following three areas:

Transforming how work gets done

• AI-based automation relieves humans of the need to do tedious and repetitive work while speeding production and guaranteeing error-free end products
• AI is allowing computers to deal with unstructured data, for instance companies' receivables operations which receive invoices in a variety of formats
• A robotic process automation system can increase control of the reporting function as well as allow it to close its books more quickly and cheaply

Transforming how decisions get made

• Cognitive insights allow companies to not only manage the torrent of information they collect every day from the field, including business reporting tools, supply chains, social media, IoT sensors and elsewhere, but also to use this information to generate real-time insights aimed at creating business value
• Cognitive insights can be used to mine data, looking for trends and patterns; this means cognitive insights are most obviously suited to tackling discrete issues, such as predicting a particular customer's likely behavior and anticipating their reaction
• Machine learning techniques can track the purchase order pipeline more accurately, sparing the expense of adding computing power when it is not needed, or being caught shorthanded when demand suddenly spikes

Transforming interactions

• With cognitive engagement technology, computers handle customer support functions traditionally routed to call centers, often but not always in text-based interactions. This allows companies to deliver uniform, high-quality customer support at scale
• Chatbots are a suite of increasingly sophisticated AI-based tools that, as far as users are concerned, can have all manner of appearances. Chatbot self-service features can assistant customers with requests and queries, interactive and animated help windows that uses natural language processing, among other technologies, can field questions and develop automated responses