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The Future of Collaboration is Cognitive

Author: Irwin Lazar, VP & Service Director

Cognitive collaboration, defined as the application of artificial intelligence to business knowledge and workflows, is poised to transform collaboration and customer engagement by bringing cognitive learning and information sharing to all facets of interactions. Cognitive-powered applications and services offer the opportunity to transform customer engagement by applying predictive and real-time analytics to optimize routing of inbound customer interactions to the ideal agent. They bring context to live interactions, enabling meeting participants to see in real-time information about each other to improve participant engagement. And, they offer the opportunity to transform interactions between humans,
applications, and devices; enabling analytical insights into historical and real-time data that provide actionable information capable of improving physical and virtual interactions and workspaces.

To take advantage of cognitive collaboration’s ability to deliver measurable business value and competitive advantage, IT leaders should:

  • Evaluate cognitive technologies for their applicability in the workplace and to
    improve customer engagements
  • Determine use cases for potential pilot deployments
  • Evaluate current and planned vendor capabilities
  • Develop a means to quantify the benefits of cognitive collaboration to their specific business functions, looking for opportunities to increase revenue, decrease cost, or create identifiable process improvements
  • Plan to quickly adopt cognitive capabilities to achieve competitive advantage

Table of Contents
  • Executive Summary
  • Challenges in Modern Collaboration
  • AI to the Rescue!
  • The Many Benefits of Cognitive Collaboration
    • More Effective Meetings
    • Improved Workplace Efficiency
    • Improved Customer Interactions
  • Measuring the Value of Cognitive Collaboration
    • Cost Savings
    • Revenue Enhancements
    • Productivity Improvements
  • Evaluating Cognitive Collaboration in Your Organization
  • Conclusions and Recommendations

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