The last few years have seen some amazing technological advancements. Artificial intelligence (AI) is becoming an important function as it is fast emerging with numerous benefits to global mobility.
What is artificial intelligence?
Artificial intelligence is a computer system built to perform tasks that would usually require human intelligence. Gartner, a leading research and advisory company, recently published top 10 strategic technology trends for 2019. It cited that in less than four years, 40% of new application development projects will have AI co-developers.
AI is not a new technology, Matt Crockett our Director of Finance and Technology, explains “it’s what can be done affordably with AI that has changed so much in the last five years, with the rise in computing power and big data.” The overwhelming amount of information available online, and the increase in computing power, make it possible for AI algorithms to enable predictive analytics and support smarter service provision.
The capabilities offered show the significant impact AI could have on global mobility. “Offering a more intelligent approach, AI can read emails and listen to conversations in real time – to hear tone of voice and inform the user about writer/speaker sentiment. So it could support the Mobility Advisor to be more empathetic and detect subtle characteristics,” explains Matt. Think along the lines of IBM Watson or Affectiva.
Is AI replacing the need for a human contact?
The idea that this technology is currently replacing the need for human contact involved in a relocation is unreasonable. We’re protecting the role for our Mobility Advisors – Patrick Kenning, our Intelligence Hub Director, explains – given the highly emotional journey many individuals and their families go through. “The emotional ups and downs are enormous, and well outweigh the rational steps involved in a typical relocation,” adds Patrick. AI is significant in its capabilities to enhance personalization, however as Patrick outlines there is still a human need. There is an expectation that the critical human competencies of managing uncertainty, counselling with empathy and managing expectations through the cycle will continue. Over the next couple of years this will continue to be the core task of our Mobility Advisors.
The competitive advantage can’t be ignored. As a cognitive technology, AI can go beyond the traditional and use intelligent systems to recognize, foresee and ease risks with relocating employees globally. This technology has the ability to understand complex information through targeted learning. Matt suggests, “I think we’re going to see a continued rise of self-service capability supported by infant AI/ML (Machine Learning) capability. Such as, chatbots and semi-automatic processing of expense receipts.” For example, logging on to social sites you are handing over your data to smarter customer relationship management systems. This means providers will be able to offer more tailored experiences without having to ask relocating employees too much. Patrick added that the benefits to global mobility are “leveraging the data and providing more targeted, personalized services and promoting critical competency learning tools tailored to the individual’s needs.” AI is proving a valuable source to enhance the global mobility experience.
We see our role to maintain the right balance between physical and digital. We continuously tweak and adapt our service delivery models as new tools and concepts present themselves. Whatever changes we embrace we always take in the ever-changing needs of our customers.
For further information on how Crown is utilizing AI, please contact Matt Crockett.