Wednesday, August 12, 2020

AI to Combat Corona Virus by Dr. Jassim Haji

Artificial Intelligence (AI), Chatbots, Face Recognition and other technologies are proving to be our best hope of fighting Corona Virus and future outbreaks. Let us shed light on two main technologies which were proven to be vital in the recent weeks:

AI in Call Centres

Customer service centers are experiencing an unprecedented uptick in overall call volume. Airlines, Banks and credit card companies, including Capital One, are seeing longer-than-average hold times, with some customers reporting disconnections. Some companies warned their customers to expect “longer than usual” wait times as a result of precautionary health measures that have the company operating with a limited team.

As customer representatives are increasingly ordered to work from home in Manila, some companies are turning to AI to bridge the resulting gaps in service. The solutions aren’t perfect — there’s always going to be a need for human teams, even where chatbots are deployed  but COVID-19 has accelerated the need for AI-powered contact center messaging.

On the one hand, injecting more AI and automation into customer service is business as usual. Even before the pandemic, autonomous agents were on the way to becoming the rule rather than the exception, partly because consumers prefer it that way. According to research published last year, 25% of people prefer to have their queries handled by a chatbot or other self-service alternative. And Salesforce says roughly 69% of consumers choose chatbots for quick communication with brands.

But AI isn’t likely to replace human agents entirely — as recent developments have shown, it’s far from a perfect science. Twitter and YouTube said recently that as they increase their reliance on AI moderation, content might be flagged or taken down by mistake, and Facebook’s decision to more widely deploy its content-moderating AI almost immediately resulted in the blocking of legitimate posts and links.

Google’s AI call center management solution that launched in general availability last November. It offers virtual AI-powered agents that automate basic customer interactions, but it also provides seamless handoffs to human agents through real-time call transcription. Additionally, its Agent Assist feature furnishes live agents with support during calls, including the aforementioned transcriptions, as well as customer intent identification and recommended articles and workflows.

Facial Recognition

The COVID-19 has also inspired facial recognition developers to integrate their tech with thermal imaging. This type of scanning is being used to sense whether people might have elevated temperatures, which might indicate whether they’ve been infected with the corona virus and help verify their identity.

What’s more, facial recognition sellers are also using coronavirus to push the idea that touch-free biometric systems are safer than, say, using a key or a fingerprint to enter a building. This concept isn’t necessarily incorrect, as stated it may be possible that the coronavirus could be spread by contact with infected surfaces, like a fingerprint scanner.

Dr. Jassim Haji

by Dr. Jassim Haji

MOST READ

Cendrawasih Dance at Bahrain Summer Festival

Named after a rare species of beautiful birds-of-paradise, Cendrawasih, this Balinese dance is a relatively new dance with choreography inspired by classical dance routines....

Before buying a used car, Check its history via Bahrain.bh

Buying a used car can sometimes be an overwhelming experience especially when you will spend your money not being sure of the car issues...

HM King receives HH Shaikh Nasser; hails RHF’s humanitarian efforts in Lebanon

His Majesty King Hamad bin Isa Al Khalifa, the Honorary President of the Royal Humanitarian Foundation (RHF), received at Al-Safriya Palace, HM the King’s...

SCH Chief visits COVID-19 Clinical Trial Centre

Supreme Council For Health (SCH) President, Head of the National Taskforce for Combating COVID-19, Lieutenant-General Dr. Shaikh Mohammed bin Abdulla Al-Khalifa has initiated phase...

RHF Chief: first consignment contains medical supplies and respiratory ventilators

The first relief aid consignment which was dispatched to the brotherly Lebanese followed directives from His Majesty King Hamad bin Isa Al-Khalifa, said Royal...

Private training institutions to re-open on September 3

Private training institutions are set to re-open on September 3, after several months of suspension, as part of the kingdom’s measures to combat the...

Bahrain Handball Association holds virtual session

The Bahrain Handball Association (BHA) organised a webinar which focused on local competitions for the current season. Heads and representatives of member clubs also took...

Southern Governorate unveils new website

The Southern Governorate has gone hi-tech, unveiling its new-look electronic website. Southern Governor His Highness Shaikh Khalifa bin Ali bin Khalifa Al-Khalifa patronised the launch...

Bahrain to Host AFC Cup West Zone Match in October

The Asian Football Confederation (AFC) has announced Bahrain as hosts of the 2020 AFC Cup West Zone matches in Groups A. AFC has also confirmed...

Health Minister opens multi-storey car park at SMC

Minister of Health, Faeqa bint Said Al-Saleh, inaugurated the multi-storey car park at the Salmaniya Medical Complex (SMC). The state-of-the-art parking facility was developed by...

Zain Bahrain hosts the 4th edition of ‘Zainnovate’ in partnership with Alkeri and Oqal Angels Network

Zain Bahrain, a leading telecommunications provider in the Kingdom virtually hosted the 4th edition of ‘Zainnovate’ in partnership with Alkeri Partners, a Bahrain based...

Voluntary Work Award to be dedicated to Bahraini frontliners

His Highness Shaikh Isa bin Ali Al Khalifa, Chairman of Bahrain Basketball Association and Honorary President of Good Word Society, said that the Voluntary...

Khosh Solutions: Winner of INJAZ Bahrain-University Best Social Impact Award

INJAZ Bahrain has recently conducted the 12th edition of Young Entrepreneurs Competition that witnessed student entrepreneurs from around the Kingdom competing to obtain the...

HRH Premier orders to address labour accommodation at residential neighbourhoods

His Royal Highness Prime Minister Prince Khalifa bin Salman Al Khalifa has instructed the Works, Municipalities Affairs and Urban Planning Ministry to coordinate with...

Bahrain participates in IPU Webinar on COVID-19 and Climate Change

Bahrain’s efforts to combat the novel coronavirus (COVID-19) were highlighted during a webinar held under the theme: “Webinar for Parliamentarians: COVID-19 and Climate Change”. A...