4 AI trends for 2024

The start of a new year always brings with it personal resolutions, plans and objectives. It's not that different for companies, who must also state their business objectives for the next 12 months. Setting business goals is crucial for the sustainable success of a company and without a doubt strategic planning for this year should focus on the adoption of innovative technologies, with AI trends for 2024 being a central point.

Integrate emerging technological trends, Like the Artificial Intelligence, in the 2024 strategy it is not only essential to stay ahead in a competitive environment, it will also allow companies improve efficiency, reduce costs and many more benefits specific to each industry. Next, we'll explore four AI trends that are expected to have a significant impact on business in 2024.

Trend 1: Advanced Virtual Assistants

It is expected that virtual assistants, which began to become popular with the wave of Conversational AI In 2023, not only do they continue to grow in terms of user adoption, but they also acquire advanced capabilities such as natural voice communication, proactive conversations, communicating with other bots and more.

Los VAs (Virtual Assistants) are different from traditional chatbots, typically limited to predefined answers and lacking understanding of multiple intentions, in that they have the ability to understand intent from a single expression. They can even understand answers for which they have not been explicitly programmed by using the Natural Language Processing (NLP).

Los conversational bots, Like the developed by InConcert, take advantage of Machine Learning and Deep Learning to intelligently expand the understanding of VA vocabulary and colloquial language, which translates into more precise and accurate answers. In addition, they can also provide personalized answers based on a segmentation or other given information. These intelligent virtual assistants are often adapted to specific roles or use cases, such as marketing, customer service and sales and integrated with CRM systems that update in real time as the conversation develops.

Trend 2: AI-Augmented Workforce

The integration of the Artificial Intelligence in the work environment has been key to optimizing processes, increasing productivity and revenues during 2023, but in 2024 we will be able to observe more strongly how it generates new jobs and “increases” existing ones.

The AI-augmented workforce refers to updating and strengthening workers' skills using this technology. This will allow employees to perform more complex and strategic tasks, while AI is responsible for repetitive and routine tasks

This does not mean that workers are replaced by machines, but rather that will work together to achieve greater efficiency and results. For example, AI can analyze large amounts of data in record time compared to human capacity, allowing reports to be generated in seconds. This frees up time for employees to focus on more important and value-added tasks or on strengthening other knowledge such as certifications, product knowledge or soft skills.

In addition, the implementation of AI in the workplace is already creating new employment opportunities in roles related to this technology such as “Agents specialized in AI” or “Manager of AI communication channels”.

Trend 3: Multimodal AI

Until now, traditional Artificial Intelligence models have focused on processing data in a single modality, that is, only text, only image or video, and so on. Un multimodal AI model will allow a tool to be trained to discover, correlate and communicate between different types of information modalities or formats, which will allow you to have a better understanding and deliver richer and more complex results.

Take as an example the difference in human experience between a voice call and a video call. Having an image and audio gives us more information about our interlocutor: we can analyze their facial expressions and that, in combination with the tone of voice, lead us to conclude that they are calm, happy or focused. The same is true with a multimodal AI model, by being able to integrate different types of information, more accurate and complete results can be obtained.

This trend is particularly relevant for the customer service, since a multimodal bot will not only be able to communicate with a person by text, but it can also do so by voicing if the customer wants to change channels, analyze their feelings and summarize the conversation for human agents.‍‍

‍Trend 4: Hyper-Personalized CX by AI

Before the AI era, it was already possible to connect CRM's with automation tools and customize some communications, such as email campaigns, at a certain level. With this technology, we have evolved from including the real names of customers in texts, to including due dates for payment or renewal of memberships.

The latest of the AI trends for 2024 is the hyperpersonalization of the customer experience. It is taking what automation allowed us to go one step further. AI takes advantage of all the information available to create deeply personalized interactions at every touchpoint of the customer journey. This means that customers can receive recommendations, answers and offers specifically designed for them in real time, based on their real interests, behaviors and preferences.

The data-driven approach to AI-driven hyperpersonalization puts the customer at the center of marketing, sales and customer service. By reducing the noise of irrelevant information, increases engagement, relevance of messages and the effectiveness of interactions. This improves your experience and can lead to greater customer retention and brand loyalty.‍‍

These are just a few AI trends for 2024, but as last year showed us, the growth of this technology is exponential and its evolution is constant, so we can expect great news in the near future.

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