Top Artificial Intelligence Trends for 2020

Artificial intelligence, machine learning, neural networks or whatever other fancy terms industry is coming out with for what is defined as the sophisticated computer technology that is becoming widely utilized to understand and improve business and customer experiences. I assume you have heard of it before, but the way it is defined today is an area of computer science that emphasizes the creation of intelligent machines that work and react like humans.

Here are ten AI trends to be on the lookout for this year:

The need for Digital Intelligence

Digital IQ, as the measurement of how well an organization can understand its business processes and the content and data within them from a variety of critical perspectives, will play an increasingly important role in every digital transformation strategy as more enterprises come to the realization that they must have visibility into their operations.

Digital Intelligence solutions will help organizations increase this business-critical ability by optimizing automation initiatives and complementing platforms like RPA and BPM. In 2020, more organizations will adopt digital intelligence technologies into their overarching digital transformation initiatives, as enterprises realize that these solutions illuminate paths to improved customer experience, reduce operating costs and sharpen competitive advantage.

Digital workers will transform the office.

As I’ve talked about recently, the growing use of digital workers is happening across the globe. According to a new IDC research, the contribution of digital workers — such as software robots and AI — will grow by over 50% by 2022.


A digital worker for every human worker. Expect many digital robots to be taking up minimalist tasks in the office. Digital workers will be trained to carry out a business task just like any employee, only faster and without mistakes. All employees across the enterprise will have digital workers working alongside them in the future. This will become very normal in the workplace and you will surely be seeing more of these technologies in your workplace (keep reading to see why).

The proliferation of Process Intelligence.

If you haven’t heard it before, you will be sure to see it this year. Process Intelligence allows businesses to use the information contained within their systems to create a visual model of their processes, analyze them in real-time to identify outliers and bottlenecks, and predict future outcomes to facilitate decision-making of technology investments.

As more complex digital transformation technologies are deployed, the ability to monitor operations across every facet of the organization becomes increasingly important. Individual technology systems that govern very specific functions (CRM, ERP, CMS, EHR, etc.) only provide visibility into the processes that their platform controls. None of these standalone systems can provide insight in a holistic and in-depth manner.

To attain this visibility, organizations will need to leverage Process Intelligence technologies that provide a comprehensive, accurate, and real-time view of all processes — across departments, functions, personnel, and even different locations. In the coming years, more businesses will realize that Process Intelligence enables organizations to better understand and more effectively manage their processes end-to-end, and these technologies will subsequently become a standard in the enterprise.

AI not only for the consumer user but the enterprise too.

As consumers, we experience AI daily, often without knowing it’s being used. In the enterprise, expect that in 2020 process owners and those leading improvement initiatives for the customer experience will see a dramatic increase in their involvement and access to artificial intelligence tools.

Many businesses have spent millions of dollars on digital transformation projects that were never aligned with the needs of the business. Of course, they then still wonder why they failed. Ensuring digital success in the enterprise 2020 and beyond will only be possible by solving a business problem and, furthermore, ensuring it is solving the right problem. Don’t just have AI or RPA just to have it — align technology to the business.

AI will become much more easily consumable in the workplace. Business users will soon have access to internal marketplaces of robots and other easy-to-use automation tools available to people of all technical proficiencies. These new platforms will play a role in improving the way that employees get work done so that customer experiences are improved and processes are better than the competition.

AI will be monitoring and improving business processes.

But you won’t be able to improve what you do not understand and measure.

While simple task automation has been common practice in the workplace, hyper-automation (as mentioned in Top 10 Tech Trends for 2020), and intelligent, cognitive automation projects depend on the ability to integrate AI-enabled tools to reshape and redefine how business processes execute in real-time. RPA, by itself, is not intelligent; it is simple rules-based task automation.

Enabling cognitive automation will require new tools built for the task. AI enabled Process and Content Intelligence technologies will provide digital workers the skills and understanding necessary to deal with natural language, reasoning, and judgment, establishing context, providing data-driven insights.

RPA tools alone aren’t intelligent robots built with AI, therefore they require AI-powered solutions to achieve intelligence. The ability to monitor processes across the enterprise and trigger tools like RPA, capture or something else will be handled by tools that understand processes (See Process Intelligence section above) and the content that is the payload of the process.

Put simply, the role of RPA is to automate repetitive tasks that were previously handled by humans. The software is programmed to do repetitive tasks across applications and systems. The software is taught a workflow with multiple steps and applications.”– Antony Edwards, COO at Eggplant.

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