The Rise of Planet of the Apps – The Diminishing Era of Human and Business Interactions
Isn’t it true? Our daily lives today revolve around using apps to complete tasks in minutes that otherwise would have taken hours if not days. For example, I lost my debit card three days ago and when I access my bank app, it took (yes, literally) two minutes for me to order a new debit card with expedited delivery through their chat bot service. Even airlines are pushing you to use their apps when you need to reschedule a flight and of course I learned how to use them real fast. Why? I was done rebooking the next flight in 5 minutes when 30+ people were still standing in line while on the phone waiting for an agent to assist them.
In a very near future, our interaction with apps will be replaced with embedded bots that will communicate on our behalf. If you think two minutes to order a debit card and five minutes to rebook a flight was fast, soon it will take seconds. All you have to do is provide simple instruction for AI natural language process such as “Order me a debit card from bank XXX with expedited shipping to my home the next day”.
Don’t believe me? Gartner predicts a staggering 2.9 trillion in new revenue and new business as the result of AI adoptions. How much are software companies investing in developing ML and AI? A whopping 46 billion dollars by 2020 (https://www.forbes.com/sites/louiscolumbus/2018/02/18/roundup-of-machine-learning-forecasts-and-market-estimates-2018/#1de8d6022225).
As companies look to transform into digital businesses, it is inevitable that having ML / AI capabilities as part of your postmodern ERP strategy could decide the winners and losers. After all, at the end of the day, it is all about creating business value where customer experience rules and expedited goods and services will reign. The winners will be able to deliver them all.
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