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ARE MIDDLE EAST ENTERPRISES PREPARED FOR THE FUTURE?

Deloitte releases 2020 tech trends report

 

Deloitte’s 11th annual report on technology trends captures the intersection of digital technologies, human experiences, and increasingly sophisticated analytics and artificial intelligence technologies in the modern enterprise. The report explores digital twins, the new role technology architects play in business outcomes, and affective computing-driven “human experience platforms” that are redefining the way humans and machines interact.

During the current COVID-19 crisis, organizations have been turning more and more to technology to enhance business resilience and continue to operate. As organizations are forced to utilize remote working where possible or take pause, many are also realizing the benefits of this way of working as an option post COVID-19, to improve efficiencies and become more agile.  While currently dominated by communication technologies, building resilience will also require us to closely examine, and build on, trends such as ethical technology and trust, human experience platforms and architecture, and the macro forces of digital experience, cloud and risk.

“The most successful businesses today are combining cutting-edge technologies like machine learning and IoT with disruptive IT architecture and supercharged talent to create entirely new ways of working – and they already see the benefits,” said Bhavesh Morar, Lead Partner for Enterprise Technology and Performance, Deloitte Middle East. “And with enterprises needing to adapt and respond quickly to ongoing technology disruption, Deloitte expects to see more IT and finance leaders working together to develop new flexible approaches for funding innovation.”

 

The Deloitte report’s five trends of focus for 2020 include:

  • Digital Twins – Bridging the physical and digital:Digital twin technology allows businesses to create increasingly sophisticated virtual models to optimize processes, products, and services, enterprises will integrate IoT, machine learning, advanced computing infrastructure, and more to unlock entirely new business models.
  • Architecture Awakens:Systems architecture will become a strategic priority as enterprises redefine the architect role to be more nimble, responsive, and collaborative. Architects will work across the business and work creatively with non-technical project teams – forming a competitive differentiator in the digital economy.
  • Ethical Technology and Trust:Enterprises in every geography are realizing that their embrace of technology is an opportunity to gain – or lose – trust, and with it, customers’ business and brand loyalty. CIOs will emphasize ethical tech in the coming years – and create processes to help solve ethical dilemmas related to disruptive technologies.
  • Human Experience Platforms:To address the lack of connection humans often experience with daily digital interactions, a growing number of enterprises are injecting emotional intelligence into their systems. These include AI capabilities such as machine learning and voice and facial recognition, which can better detect and appropriately respond to human emotions. The net result is emotionally intelligent human experiences that leverage connections between people, systems, data, and products.
  • Finance and the Future of IT: As enterprises become more agile, financial operations will need to support new modes of working. That means CIOs and CFOs will need to explore how a new, flexible approach to enterprise finance¾across budgeting, contracting, capital planning, and more¾can redefine the future of tech innovation.

“Enterprises in the Middle East are no longer satisfied with being regional leaders – now the ambition is to go global and lead globally. There is a growing interest in looking beyond what’s new to what’s next. At present, many enterprises are looking to strengthen their structures, capabilities, and processes required to harness technology macro forces and innovate effectively in the face of exponential change,” concluded Morar.

 

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BANKIA TRANSFORMS THE CUSTOMER AND EMPLOYEE EXPERIENCE WITH BIANKA BY IPSOFT

Developed with cognitive artificial intelligence, IPsoft’s conversational agent can carry out transactional tasks, perform different roles in customer service and assist branch employees

 

IPsoft, one of the largest independent leaders in enterprise artificial intelligence (AI), today announced that Bankia has launched its industry-leading conversational agent, Amelia® (known as Bianka), to serve customers in call centers and in the Bankia mobile app. Bianka will also help employees resolve their customers’ day-to-day requests.

Bankia, the fourth largest bank in Spain, continues to make progress in its digital transformation process using the most advanced technology in the market. Recognizing the potential of artificial intelligence and cognitive agents to improve customer relationships – both digitally and at bank branches – Bankia has chosen Amelia by IPsoft as the backbone of Bianka. Amelia is the most advanced technology in the market. She is the result of more than 20 years of research and development and has been repeatedly chosen as the industry leader by independent analyst firms, including Everest GroupForrester and Ovum.

Her cutting-edge artificial intelligence and natural language understanding are capable of recognizing customers’ contextual changes, intention and emotional state. This enables Bianka to hold human-like conversations and execute tasks independently.

Additionally, its advanced Machine Learning capabilities also mean that she constantly evolves over time to accumulate knowledge and improve the user experience.

 

Bankia customers will be served by Bianka in three areas:

  • Bankia Mobile Application – Once customers are logged into the mobile app, they can have a conversation with Bianka via chat or voice to request account information and complete transactions such as money transfers through Bizum.
  • Customer Service Center – Bianka will serve clients through the customer service center, where they can now ask open-ended questions when she asks, “How can I help you?” When interacting with Bianka, customers will always arrive at a resolution: from user identification to the execution of tasks, such as blocking a lost credit card and requesting a new one. Bianka will be able to resolve many customer requests quickly because she has access to the bank backend systems, allowing her to solve queries immediately. When the requests are more complex or require human intervention, Bianka will transfer the call directly to a human employee. As a result, human employees can focus on resolving more complex tasks that bring greater value to the client.
  • Support for branch employees – Bianka also provides guidance to branch employees on more complex inquiries, such as requests about insurances. Employees are no longer required to speak with another customer service agent when they run into a problem. They can instead interact with Bianka by chat, who offers timely and detailed information about the process while the human agent is serving a customer. This not only provides more help for employees when they need it, but also allows them to improve the customer experience with more immediate responses.

These services have been implemented for Bankia’s 12,000 branch employees since December 2019 with a resoundingly positive response.

 

Elena Sanz, Director of Bankia Channel Architecture; Gema González, Director of Conversational Agents; and Eva Valle, Director of Control of Operations, said:  “We are very satisfied with IPsoft’s support in Bianka’s launch, which is the bank’s response to the needs of our digital customers. At Bankia, we have been integrating artificial intelligence into many of our processes for several years with the goal of improving our clients’ experience and making their lives easier. Technology offers us the opportunity to create great products and services and additionally allows our human employees to get personalized advice for their clients in our branches or through remote channels. All of this makes our banking proposal unbeatable.”

 

Chetan Dube, IPsoft CEO, said: “Bankia has shown that it is truly at the forefront of the banking digital revolution and that it is committed to improving the experience of both customers and employees by using cutting-edge technology. Until now, as users, we have been continuously disappointed in the so-called digital service improvements that rely on frustrating and highly limited chats. However, by integrating true cognitive intelligence with the bank’s back-end services, Bankia has been able to offer a service that infinitely improves the experience of its customers and employees.”

 

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RISK AND INVESTMENT SPECIALIST, CARDANO, TAKES TO DOCUMENT AND EMAIL MANAGEMENT IN THE CLOUD WITH ASCERTUS AS IMPLEMENTATION PARTNER

Ascertus also providing document comparison tool, compareDocs 

 

Cardano, a privately-owned, purpose-built risk and investment specialist, has chosen Ascertus Limited as its implementation partner to deploy document and email management platform, iManage Cloud. Once implemented, iManage Cloud will securely centralise, store and structure over 10 years’ worth of documents in the firm’s corporate legal department, giving users including lawyers, the legal assistant and the compliance officer access to the content from anywhere and any device. The document comparison tool, compareDocs, will also be seamlessly integrated with the iManage solution. Ascertus provides tailored information and document lifecycle management solutions, on-premises and in the cloud, to professional services firms and corporate legal departments across the UK and Europe.

“In keeping with our business growth, including the assets under management, our legal team has expanded too, making document management essential for the legal department’s operation,” explains Miriam Lindsay, Senior Legal Counsel, Cardano. “Presently, we have a shared folder system for documents. Additionally, everyone uses their email inboxes to store information in a string of folders that potentially run into the 100s. It’s an inefficient way of keeping documents and requires a lot of time which could be better focused elsewhere.”

Cardano selected Ascertus as its implementation partner following recommendation. Ascertus is currently working closely with Cardano’s legal department to design and configure iManage Cloud so that the platform delivers efficiency and productivity gains to the users. For ease of information sharing, the folder structure in the iManage platform is being streamlined. Tags and metadata are being used to index content and facilitate search. The system will automatically assign numbers to documents in iManage Cloud for easy trackability.  iManage Cloud is being fully integrated with Microsoft Office 365, to enable users to save documents and emails directly from Outlook and Word into the document and email management platform. Users will have visibility of the documents and emails that have already been filed in the system, directly from their Outlook inboxes, saving them time and ensuring that there are no duplicate files residing in iManage Cloud.

“It’s clear to us that the Ascertus team has sound knowledge of iManage Cloud,” adds Lindsay. “They are working with us patiently and systematically to meet our system requirements. Their approach to working is very straightforward and professional – with a lot of emphasis on attention to detail.”

Ascertus is also providing Cardano with compareDocs, which seamlessly integrates with iManage Cloud. Users at Cardano will be able to compare any file type, review accept and reject changes in a live Word document and save it back to iManage Cloud.

“Due to the large volume of files that a corporate legal department has to deal with, the lack of document and email management capability can be hugely frustrating for lawyers,” comments Jon Wainwright, Sales and Marketing Director of Ascertus Limited. “Once deployed, iManage Cloud will deliver significant efficiency and productivity gains to the individuals as well as streamline the department’s operation to a large extent.”

 

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