Question

• Name three technology/automated advances that you appreciate as a customer or a service provider. Explain what business uses each advancement and how it is helpful as a customer or employee.

Answer 1

Solution:

There have been numerous technological advancements in the consumer spectrum since the last decade. The introduction of Artificial Intelligence and Machine Learning has given rise to many wide possibilities that can be leveraged to develop technological tools that help in facilitating the consumer journey or management of consumers from the customer service point of view.

The first technological advancement I would consider is the ability to do commerce online. Hence, E-commerce is the best technological advancement that I have observed. It changed the scope of the business and the way consumers preferred to shop. Hence, this technological advancement has changed the scope of the business as a whole and has taken many businesses online to tap into this lucrative market. The companies that use e-commerce are Amazon, Costco among many others.

The technological advancement that comes next is the use of artificial intelligence to automate repetitive tasks and focus on the areas of creating value. The artificial intelligence technology is widely used in customer service in terms of chatbots that help the customers solve their most basic queries. A chatbot is used by almost every other business that is operating online.

The third technological advancement we will consider is the internet of things. This has changed the way normal interaction happened between the things, that is components of the business process. With IOT one can design many solutions that will be beneficial for the consumers in many way. This technology has been widely used across in manufacturing industries to monitor various components and connect the things together using the internet and hence the name internet of things. The company that uses this technology is IBM, Samsung among others.

These technologies helps in facilitating the work of employees and help inengaging the consumers and thus increase the value business can create for their customers and employees together.