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INTEllIGENT COMPUTING | COVER STORY

cross-sell, upsell, retention, loyalty management, risk mit-
igation, fraud detection, campaign management, inven-
tory management etc.)

IMMErSIvE MUlTI-MOdal USEr ExPErIENCES
The future of immersive experiences would involve
combining the physical world and an interactive, three-
dimensional virtual world. This is achieved by integrating
synthetic information into the real environment. Rather
than immersing a person completely into a completely
synthetic world, technologies need to embed synthetic
supplements into the real environment. The need is for
technologies which blurs the line between what’s real
and what’s computer-generated by enhancing what we
This can be coupled with other techniques such as social see, hear and feel. Augmented Reality has the potential
data analytics from mining the customer’s social profile, to enable natural interactions and immersive user
voice analytics of the customer and cognitive intelligence experiences by blending physical and virtual worlds.
based user profiling and modeling based insights. Cogni- Immersive user experiences are predicted to grow expo-
tive Intelligence can enable insurance companies in ana- nentially with increasing focus on location-based search,
lysing contact centre as well as chat data interactions in search, games, lifestyle and healthcare, education and
real time to predict propensity for fraud based on voice, reference; multimedia and entertainment; social network-
video and text analysis and correlating the same with oth- ing, and enterprise applications. Other drivers include the
er similar fraudulent customer behaviors. The long term
objective in such scenarios is to build machine learning
based intelligent systems which learn on an ongoing ba-
sis based on historical pattern based analysis of billions
of user and machine data points and predicts events.
AI driven multi-structured analytics is going to impact
various facets of enterprise value chain. These could be
the search and advertising algorithms, friends, movies
and books recommendation algorithms, driving patterns
recommendation, money lending related credit recom-
mendations of peer to peer lending platforms, predicting
journey times to frequently visited locations etc. Predictive
intelligence, combined with context awareness, semantic
technology, voice analytics, and personalization of user
needs anticipates user behaviour by drawing upon phone
usage, user data, and historical behaviour. The power of
prediction gets enhanced as more partners such as ho- widespread adoption of mobiles and the increasing trend
tels, car rentals, airlines, banks and retailers share user towards the adoption of wearables and sensors which
data. Given below are some key enterprise trends from makes the availability of mobile devices with camera,
leveraging Artificial Intelligence driven Multi-structured GPS, digital compass, tilt sensors and mobile broadband
analytics: connectivity. Since immersive technologies intersperses
l Generate insights from multi-structured and mul- the real and virtual worlds, it presents new challenges in
timedia datasets, digital footprints of customer interac- the ways of conventional user interaction design meth-
tions and customer intelligence across multiple channels, ods. Going beyond the technological complexity of build-
touch points as well as social networks ing immersive systems, there is the larger challenge of
l Leverage predictive analytics for better planning, involving various system stakeholders during the system
forecasting and decision support (for decisions such as design process.

| A CyberMedia Publication www.dqindia.com January, 2018 | 13