Re-imagining business through AI-RPA

According to Rahul Sharma, Managing Director—India & SAARC, LogMeIn, AI can help develop a consistent, efficient and transparent operational process offering uniform experiences within an enterprise and for external communications.

How have both the SaaS and cloud technologies changed over the years? Almost everyone is jumping on to the cloud. What are the benefits and dangers?

If data is the new oil, cloud computing is the rig, the refinery and the pipelines all put together to ensure the oil reaches us. Cloud technologies and Software-as-a-service (SaaS) have become the backbone for exchange across the world today. The benefit they provide in terms of remote management of voluminous data and ready software solutions for diverse, critical enterprise needs is unmissable. However, with great convenience comes a possibility of loss, and security is a critical concern, especially in the case of public clouds. The essential principle is sharing of resources to achieve economies of scale, and employing robust security mechanisms can help an individual or an enterprise achieve the best from these technologies without incurring possible risks.

How are technologies like AI and RPA changing remote support and contact centers?

Being limitless is an important objective for businesses today, and these technologies enable that to happen. Artificial Intelligence and Robotic Process Automation has completely reimagined the very being of humans, and business world is not exclusive to the effects of such a watershed transformation. In the case of remote support, the technologies have enabled professionals to work without constraints, by learning how individuals work best, and then developing those conditions to allow best work to happen. Through RPA for instance, mundane tasks can be taken care of to allow a remote resource’s time to be best utilized to identify more actionable insights. AI can help develop a consistent, efficient and transparent operational process offering uniform experiences within an enterprise and for external communications.

According to a study by Microsoft and IDC, 77% of business leaders in Asia Pacific believe AI will be instrumental in increasing competitiveness by three times by 2021. It is therefore anticipated that AI is likely to double innovation and employee productivity within companies over the next three years in India. This technology is changing the way we interact with our favourite brands and will play a critical role in the future of customer engagement. LogMeIn is therefore developing technology that accelerates our customer engagement vision and provides a natural path for us to leverage emerging technologies across our entire portfolio. We believe in the ability of AI to unlock the potential of the modern workforce and deliver solutions that will help our customers achieve the next generation of humanized and personalized customer service.

Can you tell us something about the online meeting and video conferencing market? What are the essential tools for that?

The global video conference market was pegged at a valuation of US$ 3.4 billion in 2017, and it has growing rapidly since. From being an added feature to being a necessity, online meeting and video conferencing capabilities are a must in enterprises today. Solutions that can make enterprise communication flexible and fluid and put time and space barriers on the backburner are in demand from enterprises across industries and countries. All-encompassing solutions, that can make any basic communication framework into a comprehensive collaboration centers, are in great demand.