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Prompt Activities 1
- Advice with ChatGPT 1
- Advice with ChatGPT 2
- Advice with ChatGPT 3
- Interview with ChatGPT 1
- Interview with ChatGPT 2
- Interview with ChatGPT 3
- Keith's Activity 1
- Keith's Activity 2
- Shopping Activity 1
- Shopping Activity 2
- Shopping Activity 3
- Customer Satisfaction Survey
- Article Analysis 1
- Article Analysis 2
- Email Correction
Discuss the importance of time management for maintaining a well-organized and efficient household. Provide practical tips and strategies for effective time management in daily chores and responsibilities.
Explain the benefits of a healthy diet and regular exercise for maintaining physical and mental well-being. Offer specific tips and recommendations for individuals looking to improve their overall health through diet and exercise.
Discuss effective strategies for achieving a healthy work-life balance in a demanding professional environment. Provide practical tips and recommendations for managing stress, settling boundaries, and maintaining overall well-being while pursuing a successful career.
Imagine you are in an interview for your dream job. The interviewer asks, ‘Tell me about a time when you faced a significant challenge in a team project or at work. How did you approach it, and what was the outcome?’
As an interviewer, list me 10 most common questions in an interview in a Sales Department.
As an interviewer, list me 5 most common questions in an interview as a <input your role here>.
It’s my first time to Europe, and I would like to visit Italy, Austria, Switzerland, parts of Germany and France. Help me draft a suitable easy pace 14 days itinerary.
I have a friend who is currently depressed about a breakoff, I am not good with words, what should I do to help? Can you give me some tips how to console? Also help me draft a message of encouragement.
I need to buy a new pair of walking shoes. I am looking for something comfortable and stylish. I am willing to spend up to S$150. Can you help me find some options based in Singapore?
I’m looking for a new laptop for school. I need something that is powerful to run several applications so that school work can be done in a more efficient way. It has to be lightweight as well as I may be require to travel overseas for exchange programme. However I’m also on a budget. Can you help me find some options?
I am looking for a new gift for a friend, staying in Chicago. She loves to bake, so I am thinking of getting her something that she can use for her baking needs. Can you help me find some options which I can purchase online and send it over to Chicago?
Customer Satisfaction Survey
|Question||Very Satisfied||Satisfied||Neutral||Unsatisfied||Very Unsatisfied|
|Quality of Food||25%||45%||20%||5%||5%|
|Speed of Service||10%||30%||35%||20%||5%|
- Summarize the article to 10 main pointers
- Find out who is the author of this article?
- Who is traveling with the author?
- Provide a little summary background of the author
- Check what are the author’s values in life
There are two articles, check the following tasks.
– Summarize both articles into 20 main points (each article 10 points)
From both articles, find out the following and answer the following questions.
– Find out how many team members are there in Travel Inspiration 360
– Find out who are Keith Yuen’s brothers
– Provide a summary background of the author
– Provide a summary of author’s values
Both articles here:
Wilson sent an email to Ryan, however there are some typo errors within this email. Draft out an apology email to respond back to Ryan with an appropriate email.
I hope this letter fines you well. I’m writing to update you on the latest developments at my restaurant. We recently added Vegetarian mock meat to our menu and it has been a huge hit with our customers. We have also started using finer ingredients in all our dishes, including a delicious peer compost that we serve with our signature dessert. Lastly, we have begun using tongues to serve our food instead of traditional serving utensils. I’m excited to see what the future holds for my restaurant.
Prompt Activities 2
Create a multimedia campaign to raise awareness about the impact of climate change on your local community. Your campaign should target a specific audience (eg. Students/Local Businesses/Residents) and utilize a variety of media formats such as posters, social media posts and short videos…
Develop an online safety and cybersecurity awareness campaign that targets a specific audience (students/peers) using ChatGPT as a tool for communication. Your campaign should include a series of interactive ChatGPT-based chatbots or chat interfaces that educate users on key online safety practices and provide guidance on how to protect themselves in the digital world.
Create a comprehensive water-saving campaign targeted at your local community. This campaign should educate people about the importance of water conversation and provide practical tips on reducing water consumption in daily life. Utilize various media, including posters, presentations and social media content.
You have just joined a company that is different from your background working experience.
Your boss gave your a task to work on a proposal to provide the best idea based on the task given by your boss.
You have decided to get AI’s help to suggest ideas and ways to make your task solvable as soon as possible.
You and your team members have decided to hold a quick meeting together to discuss on this matter and work together with AI.
|Group 1||Group 2||Group 3||Group 4|
|Prompt||Create a marketing campaign for a new line of fitness equipment.||Develop a product launch strategy for a new line of eco-friendly household cleaning products.||Create a menu for a new restaurant opening at Sentosa Cove.||Create a promotional advertisement for a new shop opening selling EV vehicles|
|Context||The current trend is in wearable technology and the growing popularity of hybrid fitness classes.||There is a growing interest in cleaning products that use smart technology.||Customers are increasingly interested in plant-based and vegan food options, either as a dietary preference or as a choice to reduce their carbon footprint.||There is a demand in sustainability in Singapore; caring for environment and lesser maintenance.|
|Cost||Get AI to generate a breakdown of an estimated cost with a Budget (in actual figure)|
|Script||Get AI to generate a script base on the campaign so as to be able to launch if effectively|
|1. Product/Technology? 2. Cost to launch this campaign. 3. Script for a video|
Create a 10-slide PowerPoint presentation on ‘The Impact of Renewable Energy on the Environment.’ Each slide should include a brief title, relevant visuals, and key bullet points. Focus on the environmental benefits of renewable energy sources such as solar, wind and hydropower. Provide statistics and examples where possible. Ensure a clean and professional design throughout the presentation.
Create a 10-slide PowerPoint presentation on ‘Promoting Workplace Safety: Best Practices and Importance.’ Each slide should contain a clear title, relevant visuals, and key bullet points. Focus on essential safety practices, regulations and their significance in the workplace. Provide examples of real-life workplace incidents and their prevention. Ensure that presentation is informative and encourages a culture of safety.
Prompt Activities 3
We are going to do a roleplay for a job interview. You are the interviewer, and I’ll be the interviewee.
Imagine you are interviewing me for the position of [job position] at [company]. Please ask me job interview questions related to the role – ask each question one by one and wait for my response before asking the next question. You can also ask follow-up questions based on my response.
After the roleplay, provide feedback on all my responses and suggest areas for improvement when I say “Feedback”. You shall start the job interview by asking me to do a self-introduction.
Task 1: Create a marketing campaign for a new line of fitness equipment.
Context: The current trend is in wearable technology and the growing popularity of virtual fitness classes.
Task 2: Develop a product launch strategy for a new line of eco-friendly household cleaning products.
Context: There is a growing interest in cleaning products that use smart technology.
Task 3: Create a menu for a new restaurant opening at Sentosa Cove
Context: Customers are increasingly interested in plant-based and vegan food options, either as a dietary preference or to support businesses that are environmentally responsible.
Subject: Complaint about poor service during my stay at Good Service Hotel
I am writing to express my disappointment with the poor service I received during my recent stay at the Good Service Hotel. I stayed at your hotel from March 1st to March 5th and unfortunately, my experience was marred by the poor service provided by one of your staff, Alice.
Throughout my stay, Alice was consistently unhelpful and unfriendly. On the first day, I asked her for directions to a nearby restaurant and she seemed annoyed and unwilling to provide assistance. On another occasion, I requested a late check-out and she rudely informed me that it was not possible, despite the fact that I had seen other guests being granted late check-outs.
Furthermore, during my stay, my room was not cleaned properly and my requests for additional towels and toiletries were not attended to in a timely manner. I had to follow up multiple times with Alice to get these requests fulfilled.
As a customer who has paid for quality service, I am extremely disappointed with the poor service provided by Alice during my stay at your hotel. I believe that a hotel of your reputation should have staff who are friendly, helpful, and attentive to the needs of guests.
I would like to request that you take appropriate action to ensure that such poor service is not provided to other guests in the future. I hope to receive a response from you soon regarding the steps that you will be taking to address this matter.
Subject: Request for clarification on website blacklisting
Dear Google Team,
I am writing to you in a state of distress and confusion as my website has been blacklisted by Google. I am a web developer and have been running my website for several years now. I have always taken great care to ensure that my website is secure and free from any malicious content.
However, I was shocked to discover that my website has been classified as a spam site and has been blacklisted by Google. This has had a devastating impact on my business as my website is my primary source of income. I have lost a significant amount of traffic and revenue since my website was blacklisted.
I am writing to you to request clarification on why my website has been blacklisted and what steps I can take to rectify the situation. I have gone through all the content on my website and have not found anything that could be considered spam or malicious. I have also run several security checks and scans on my website, and they have all come back clean.
I would appreciate it if you could provide me with more information on why my website has been blacklisted and what I can do to remove the spam classification. I am willing to take any necessary steps to ensure that my website is secure and free from any malicious content.
I hope to hear from you soon and look forward to resolving this issue as soon as possible.
Subject: Reservation Confirmation and Travel Recommendations
Dear Good Service Hotel,
I am writing to confirm my reservation at your hotel for my upcoming trip to Japan. I am very excited to be visiting your beautiful country and am looking forward to staying at your hotel.
I have booked a room for two people from May 1st to May 5th under the name of John Smith. Could you please confirm my reservation and let me know if there is any additional information that you need from me?
Additionally, I would like to ask for your recommendations on places to visit and things to do during my stay in Japan. I am interested in experiencing the local culture and trying new foods. I would also appreciate any advice on the best ways to get around the city and any local customs that I should be aware of.
Thank you in advance for your help and recommendations. I am looking forward to my stay at your hotel and my visit to Japan.
Employee Satisfaction Survey
|Question||Strongly Agree||Agree||Neutral||Disagree||Strongly Disagree|
|I enjoy my work||40%||40%||10%||5%||5%|
|I feel appreciated by my supervisor||20%||40%||15%||10%||15%|
|I have opportunities for professional growth||30%||40%||10%||10%||10%|
|I feel valued as a team member||35%||35%||15%||5%||10%|
|I am satisfied with my compensation||10%||25%||20%||30%||15%|
Average Customer Service Ratings and Customer Comments
|Week||Average Rating||Customer Comments|
|1||4.2||Prompt responses, friendly staff.|
|2||4.0||Slight delays in resolving issues.|
|3||4.5||Excellent service, quick solutions.|
|4||4.3||Helpful and knowledgeable agents.|
|5||3.8||Some issues took longer to address.|
|6||4.1||Efficient, but not very friendly.|
|7||4.4||Professional and effective support.|
Website and Social Media Traffic
Summarise the website into 10 main points, each point give me a header format. I’m using this to convert into slides so make it precise. https://travelinspiration360.com/about-keith-yuen/
- Passion for Travel
- Advocate of solo travel, inspired by his father. Enjoys capturing travel photographs enriched with quotes.
- Global Travel Experience
- Traveled to over 100 countries. Influencer, content producer, and YouTube vlogger with international collaborations.
- Family Values
- Deeply values his supportive family, considering them as a core influence in his life.
- Faith and Spirituality
- Guided by spiritual cultivation, respects all cultures and religions, and actively participates in social services.
- Cherishing Friendships
- Prioritizes friendships, maintaining close bonds and regular meetups with lifelong friends.
- Freedom to Travel
- Started traveling at 19, inspired by the idea of transcending man-made borders.
- Financial and Career Shift
- Transitioned from a government job to pursue travel content production, collaborating with global entities and media.
- Health and Fitness
- Emphasizes the importance of physical and mental well-being through regular exercise and fitness activities.
- Vegetarianism and Animal Welfare
- Advocates for vegetarianism and animal rights, practicing a diet that respects all forms of life.
- Foresight and Advocacy
- Committed to highlighting global issues such as women’s empowerment, racism, human rights, and environmental challenges.
VR and AR adoption will increase with Apple entering the market
NFTs will continue to be a key innovation in Blockchain technology
Web3 will move from proof-of-concept to alpha
Language models will change online content
Generative AI will drive the metaverse
Blockchains will become more sustainable, except for Bitcoin
Digital illiteracy will be a rising concern
Cybersecurity threats will cause trillions in damages
RPA will make organisations more humane
Sustainable technology will be a priority for brands
Blockchain is a digitized, decentralized, public ledger of all cryptocurrency transactions¹. It is a constantly growing chain of blocks (the most recent transactions) that are recorded and added to the chain in chronological order¹. Each block contains a cryptographic hash of the previous block, a timestamp, and transaction data¹. The cryptographic hash ensures that once a block is added to the blockchain, it cannot be altered without changing all subsequent blocks¹. This makes blockchain technology secure and tamper-proof⁴.
Blockchain technology has the potential to disrupt and revolutionize the way we conduct business, make commercial transactions, enforce legal contracts, and even enact government policy². Its impact on today’s world can be likened to the advent of the Internet back in the 1990s².
(1) Blockchain Facts: What Is It, How It Works, and How It Can Be Used. https://www.investopedia.com/terms/b/blockchain.asp.
(2) What Is Blockchain Technology? How Does It Work? | Built In. https://builtin.com/blockchain.
(3) What is blockchain and how does it work? – Britannica. https://www.britannica.com/money/what-is-blockchain.
(4) How does blockchain work? | Stanford Online. https://online.stanford.edu/how-does-blockchain-work.
Web3 is a term used to describe the next generation of the internet, which is decentralized and built on blockchain technology⁷. It is a new way of building applications that are more secure, transparent, and open⁷. Web3 allows users to interact with decentralized applications (dApps) that are built on blockchain technology⁷. These dApps are not controlled by any central authority, but rather by a network of users who validate transactions and maintain the network⁷.
Web3 is important because it has the potential to revolutionize many industries such as finance, healthcare, and supply chain management⁷. It can enable new business models that were not possible before, such as peer-to-peer marketplaces and decentralized finance (DeFi) platforms⁷. Web3 also has the potential to provide greater privacy and security for users by removing the need for intermediaries⁷.
(1) What Is Web3? The Confusing Term, Explained – CNET. https://www.cnet.com/personal-finance/crypto/what-is-web3-the-confusing-term-explained/.
(2) What Is Web3? – Lifewire. https://www.lifewire.com/what-is-web3-5271876.
(3) What Is Web3? (+ How Does It Work?) | Coursera. https://www.coursera.org/articles/web-three.
(4) What is Web 3 & How Does Web3 Work? (Quick Web3 Guide). https://www.jetlearn.com/blog/how-does-web3-work-guide.
(5) What Is Web3? (+ How Does It Work?) | Coursera. https://www-china.coursera.org/articles/web-three.
(6) What Is Web3 and How Will it Work? | PCMag. https://www.pcmag.com/how-to/what-is-web3-and-how-will-it-work.
(7) What is web3? – The New York Times. https://www.nytimes.com/interactive/2022/03/18/technology/web3-definition-internet.html.
(8) Web3 – Wikipedia. https://en.wikipedia.org/wiki/Web3 Accessed 29/04/2023.
(9) What Is Web3 All About? An Easy Explanation With Examples – Forbes. https://www.forbes.com/sites/bernardmarr/2022/01/24/what-is-web3-all-about-an-easy-explanation-with-examples/.
5G is the fifth generation of wireless technology that enables faster data transfer rates and lower latency than its predecessor, 4G. It works by using higher frequency radio waves than 4G, which allows for more data to be transmitted at once. 5G is important because it has the potential to revolutionize many industries such as healthcare, transportation, and entertainment. It can enable remote surgeries, self-driving cars, and virtual reality experiences with minimal lag time.
(1) What is 5G Technology and How Does it Work? – TWI. https://www.twi-global.com/technical-knowledge/faqs/What-is-5G.
(2) What Is 5G? – How Does 5G Network Technology Work – Cisco. https://www.cisco.com/c/en/us/solutions/what-is-5g.html.
(3) 5G Network: How Does it Work? – TechSpective. https://techspective.net/2022/04/29/5g-network-how-does-it-work/.
(4) Benefits of 5G Technology: 5g Features and Advantages | Intel. https://www.intel.com/content/www/us/en/wireless-network/5g-benefits-features.html.
The Internet of Things (IoT) refers to a system of interrelated, internet-connected objects that are able to collect and transfer data over a wireless network without human intervention². IoT devices can be anything from a smartwatch, a car with built-in sensors, or even a refrigerator that can tell you when you’re running low on milk³.
IoT works by connecting devices to the internet, allowing them to communicate with each other and with other systems⁴. IoT devices use sensors to collect data, which is then sent to the cloud where it can be analyzed and used to make decisions⁵.
IoT is important because it has the potential to revolutionize many industries such as healthcare, transportation, and entertainment¹. It can enable remote surgeries, self-driving cars, and virtual reality experiences with minimal lag time⁵. IoT can also help businesses save money by improving efficiency and reducing waste³.
(1) What is IoT (Internet of Things) and How Does it Work? – Definition …. https://www.techtarget.com/iotagenda/definition/Internet-of-Things-IoT.
(2) How Does the Internet of Things Work? – IoT For All. https://www.iotforall.com/what-is-the-internet-of-things.
(3) How does the internet of things work? IoT explained – Unit4. https://www.unit4.com/blog/how-iot-works-internet-things-explained.
(4) Internet of Things (IoT): What it is and why it matters | SAS. https://www.sas.com/en_us/insights/big-data/internet-of-things.html.
(5) Internet of Things Explained: Where Is It Used? | Edgica. https://www.edgica.com/iot-explained-where-is-it-used/.
(6) What is the Internet of Things? – World Economic Forum. https://www.weforum.org/agenda/2021/03/what-is-the-internet-of-things/.
Robotics Process Automation (RPA) is a software technology that makes it easy to build, deploy, and manage software robots that emulate humans actions interacting with digital systems and software². RPA is a type of automation that uses software robots to automate repetitive, rules-based tasks³. RPA bots can be programmed to perform tasks such as data entry, data extraction, and report generation⁴. RPA works by using software robots to interact with applications in the same way that humans do. The bots can be trained to recognize patterns in data and make decisions based on those patterns⁴. RPA is important because it can help organizations reduce costs, improve accuracy, and increase efficiency by automating repetitive tasks³.
(1) What is Robotic Process Automation (RPA)? | IBM. https://www.ibm.com/topics/rpa.
(2) PEX Guide: What is robotic process automation (RPA)?. https://www.processexcellencenetwork.com/rpa-artificial-intelligence/articles/a-guide-to-robotic-process-automation-rpa.
(3) How Does Robotic Process Automation Work? – Conectys. https://www.conectys.com/blog/posts/how-does-robotic-process-automation-work/.
(4) What is RPA? Robotic Process Automation | Automation Anywhere. https://www.automationanywhere.com/rpa/robotic-process-automation.
(5) Robotic process automation (RPA): How it works. https://enterprisersproject.com/article/2019/10/rpa-robotic-process-automation-how-it-works.
Big data analysis refers to the process of examining large and varied data sets — i.e., big data — to uncover hidden patterns, unknown correlations, market trends, customer preferences and other useful business information¹. Big data analysis can be performed using software tools that can query large data sets in real time and provide insights that can help businesses make better decisions².
The process of big data analysis typically involves several stages, including data acquisition, storage, cleaning, processing, analysis, visualization, and interpretation³. The first step is to collect and store large amounts of data from various sources such as social media platforms, websites, sensors, and other digital devices⁴. The next step is to clean and preprocess the data to remove any errors or inconsistencies⁴. After that, the data is processed using various techniques such as statistical analysis, machine learning algorithms, and natural language processing⁴. The results of this analysis are then visualized using charts, graphs, and other tools that help businesses understand the insights better⁴.
Big data analysis is important because it helps businesses make better decisions by providing them with insights that they would not have been able to uncover otherwise. It can help businesses identify new market opportunities, optimize their operations, improve customer satisfaction, reduce costs, and increase revenue. It can also help businesses gain a competitive advantage by providing them with real-time insights that they can use to make quick decisions.
(1) What Is Big Data Analytics? Definition, Benefits, and More. https://www.coursera.org/articles/big-data-analytics.
(2) What Is Big Data Analytics and Why Does It Matter? – LinkedIn. https://www.linkedin.com/pulse/what-big-data-analytics-why-does-matter-get-ahead-by-linkedin-news.
(3) Big Data Analytics: What it is and why it matters | SAS. https://www.sas.com/en_us/insights/analytics/big-data-analytics.html.
(4) Big Data Analytics: What It Is & How It Works | Tableau. https://www.tableau.com/learn/articles/big-data-analytics.
Artificial Intelligence (AI) refers to the simulation of human intelligence in machines that are programmed to think and learn like humans. It is a broad field of computer science that focuses on creating machines that can perform tasks that would typically require human intelligence, such as visual perception, speech recognition, decision-making, and language translation. AI works by using algorithms and statistical models to analyze data and identify patterns, which it then uses to make predictions or decisions. AI is important because it has the potential to revolutionize many industries such as healthcare, transportation, and entertainment by automating tasks, improving efficiency, and reducing costs.
(1) What is Artificial Intelligence? How Does AI Work? – LinkedIn. https://www.linkedin.com/pulse/what-artificial-intelligence-how-does-ai-work-juri-boro.
(2) What is AI? What does artificial intelligence do? – BBC Newsround. https://www.bbc.co.uk/newsround/49274918.
(3) What is Artificial Intelligence (AI), and How Does It Work?. https://www.capterra.com/resources/how-does-ai-work/.
(4) What Is Artificial Intelligence (AI)? How Does AI Work? | Built In. https://builtin.com/artificial-intelligence.
(5) Artificial intelligence (AI) | Definition, Examples, Types …. https://www.britannica.com/technology/artificial-intelligence.
The STREET process is a framework for evaluating and piloting emerging technologies in a consistent and documented manner. STREET stands for Scope, Track, Rank, Evaluate, Evangelize, and Transfer. Each step involves different activities and deliverables to help you decide whether or not to proceed with a particular technology.
- Scope: This step provides business focus and context for emerging technology investments by identifying what organizational purposes should be served, such as supporting strategic goals, solving problems, or creating opportunities.
- Track: This step involves monitoring and researching emerging technologies that are relevant to your scope, using various sources such as publications, conferences, vendors, peers, etc.
- Rank: This step involves prioritizing and filtering the tracked technologies based on criteria such as potential impact, feasibility, alignment with scope, etc.
- Evaluate: This step involves conducting experiments or pilots to test the selected technologies in a controlled environment and measure their performance against predefined metrics.
- Evangelize: This step involves communicating and promoting the results and benefits of the evaluation to key stakeholders and decision-makers within your organization.
- Transfer: This step involves transferring or scaling up the successful technologies from the evaluation stage to mainstream adoption or production within your organization.
To apply STREET process to your organization, you need to follow these steps:
- Define your scope by identifying your strategic goals, problems, or opportunities that can be addressed by emerging technologies.
- Track relevant emerging technologies using various sources and methods such as scanning publications, attending conferences, consulting vendors, etc.
- Rank the tracked technologies based on criteria such as potential impact, feasibility, alignment with scope, etc.
- Evaluate the selected technologies by conducting experiments or pilots in a controlled environment and measuring their performance against predefined metrics.
- Evangelize the results and benefits of the evaluation to key stakeholders and decision-makers within your organization using effective communication strategies.
- Transfer or scale up the successful technologies from the evaluation stage to mainstream adoption or production within your organization using appropriate methods such as training, documentation, integration, etc.
You can find the latest updates on industry and technological trends from various sources such as:
Gain information on latest technologies that my organisation can possibly adopt
Leverage on grants such as the Enterprise Development Grant that are listed on the Business Grants Portal for digital transformation
Seek alignment to initiatives or better way of doing things adopted by the government through GovTech examples
Tap on IMDA’s many programmes to upgrade our employees and infrastructure through collaborations and partnerships
Find out best practices in tech adoption from examples and case studies shown on these websites
Smart Nation initiatives: https://www.smartnation.gov.sg/resources/resources-for-businesses
IMDA programmes: https://www.imda.gov.sg/for-industry
Business Grants Portal: https://www.businessgrants.gov.sg/
Some help that Govtech can give: https://www.tech.gov.sg/products-and-services/
Productivity Solutions Grant: This grant helps enterprises adopt pre-approved IT solutions and equipment that enhance productivity and competitiveness. It covers up to 80% of qualifying costs for eligible sectors such as retail, food, logistics, engineering, construction and landscaping.
Tech@SG Programme: This programme helps fast-growing companies establish their core teams in Singapore and more quickly capture business opportunities here and in the region. It facilitates the entry of global technology talent for eligible companies that have strong growth potential and innovative products or services.
Government Technology Agency: This agency leads Singapore’s digital transformation by building digital platforms, products and services for citizens and businesses. It also provides guidance, resources and tools for enterprises to adopt digital solutions that improve their operations and customer experience.
Artificial intelligence: This technology can analyze customer data and behavior patterns to provide customized recommendations, offers, or solutions. It can also anticipate customer needs and issues before they arise and initiate contact or action accordingly. It can also also assist customer service agents with relevant information, suggestions, or feedback to help them resolve customer queries faster and better.
Cloud computing: This technology enables customer service platforms to handle large volumes of data and traffic without compromising on performance or security. It also allows for easy integration of AI tools and services such as chatbots, voice assistants, sentiment analysis, etc.
Robotic process automation (RPA): This technology uses software robots or digital workers to automate repetitive and rule-based tasks such as data entry, verification, or processing. It can improve customer service efficiency, accuracy, and compliance.
Data analytics: This technology uses data mining, machine learning, and artificial intelligence to analyze large amounts of customer data and generate insights, predictions, and recommendations. It can help customer service agents understand customer needs, preferences, behaviors, and sentiments better and provide personalized and proactive service.
Emotion analytics: This technology uses natural language processing, speech recognition, computer vision, and biometrics to detect and measure human emotions from voice, text, facial expressions, or physiological signals. It can help customer service agents empathize with customers, tailor their responses accordingly, and improve customer satisfaction and loyalty.
Cloud computing and storage: This technology enables you to store your data archives online in a secure, scalable, and cost-effective way. You can access your data anytime, anywhere, and from any device. You can also leverage cloud-based analytics tools to derive insights from your data.
Smart spaces: This technology refers to physical or digital environments that are enhanced by sensors, devices, software, or networks to enable more efficient, productive, or engaging experiences. For example, you can use smart spaces to optimize your office layout, monitor occupancy levels, automate lighting or temperature settings, or facilitate collaboration among employees.
Homomorphic encryption: This technology allows you to perform computations on encrypted data without decrypting it first. This means you can protect your data privacy while still benefiting from cloud-based services such as machine learning or artificial intelligence. You can also share your data with third parties without compromising its security.
Some of the drivers (motivations) and supporters (technologies) of the trend of adopting hybrid clouds and increasing automation of customer services and relations are:
Business agility: Hybrid clouds enable enterprises to leverage the best of both worlds: on-premises infrastructure for security, compliance, or performance reasons, and public clouds for scalability, flexibility, or innovation. This allows them to respond faster to changing customer needs, market conditions, or competitive pressures.
Customer experience: Increasing automation of customer services and relations can improve customer satisfaction, loyalty, and retention by providing faster, more accurate, more personalized, or more proactive service. It can also reduce costs, errors, or inefficiencies for enterprises by streamlining workflows, processes, or tasks.
Cloud-native technologies: These are technologies that are designed for or optimized for cloud environments such as containers, microservices, serverless computing, or orchestration tools. They enable enterprises to build applications that are portable across different cloud platforms and providers while ensuring high performance, reliability, and security.
Artificial intelligence: This is a broad term that encompasses various technologies that enable machines to perform tasks that normally require human intelligence such as natural language processing (NLP), computer vision (CV), machine learning (ML), or deep learning (DL). They enable enterprises to automate customer service functions such as chatbots, voice assistants, sentiment analysis etc.
An emerging trend in technological products and services is a pattern of change or innovation that has a significant impact on society, economy, or environment. Some examples of emerging trends in technology for 2023 are:
Artificial intelligence: This is a broad term that encompasses various technologies that enable machines to perform tasks that normally require human intelligence such as natural language processing (NLP), computer vision (CV), machine learning (ML), or deep learning (DL). AI is becoming more accessible, pervasive, and powerful across various domains and industries such as healthcare, education, finance, manufacturing, etc.
Blockchain: This is a distributed ledger technology that records transactions or data in a secure, transparent, and immutable way. Blockchain enables trustless peer-to-peer transactions without intermediaries or central authorities. Blockchain has applications beyond cryptocurrency such as supply chain management, digital identity, smart contracts, etc.
Computer vision: This is a branch of artificial intelligence that deals with enabling machines to see and understand visual information such as images or videos. Computer vision can be used for various purposes such as face recognition, object detection, medical diagnosis, autonomous driving etc.
Customer data platforms: These are software systems that collect, unify, and activate customer data from multiple sources such as websites, apps, social media etc. Customer data platforms enable personalized and targeted marketing campaigns based on customer behavior, preferences etc.
Cybersecurity mesh: This is an architectural approach that decentralizes cybersecurity controls and enables users to access any digital asset securely regardless of location. Cybersecurity mesh can enhance cyber resilience by providing dynamic protection for distributed systems.
Robotic Process Automation (RPA) is a technology that uses software robots or digital workers to automate repetitive and rule-based tasks. RPA can help organisations improve efficiency, accuracy, compliance and customer satisfaction.
To analyse the feasibility of RPA adoption by your organisation, you need to consider both the process feasibility and the technical feasibility of each potential use case. You also need to estimate the costs and benefits of implementing RPA for each use case.
Process feasibility refers to how suitable a process is for automation. You can use criteria such as frequency, volume, complexity, variability, standardisation and exception rate to evaluate the process feasibility1. Generally, processes that are high-frequency, high-volume, low-complexity, low-variability, highly-standardised and have few exceptions are more feasible for automation.
Technical feasibility refers to how easy or difficult it is to automate a process using RPA tools. You can use criteria such as data input/output formats, system integration requirements, security constraints and scalability needs to evaluate the technical feasibility1. Generally, processes that have structured data inputs/outputs (such as Excel files), simple system integration (such as web services), low security risks (such as non-sensitive data) and high scalability potential (such as cloud-based solutions) are more feasible for automation.
Cost-benefit analysis refers to comparing the expected costs of implementing RPA with the expected benefits of doing so. Costs may include software licenses, hardware infrastructure, development time and resources, maintenance and support expenses etc. Benefits may include labour savings, error reduction, compliance improvement etc. You can use metrics such as return on investment (ROI), payback period or net present value (NPV) to measure the cost-benefit ratio of each use case.
Other evaluation methods that you can use to analyse the feasibility of RPA adoption by your organisation include:
SWOT analysis: This method helps you identify the strengths, weaknesses, opportunities and threats of RPA implementation for your organisation.
PESTLE analysis: This method helps you assess the political, economic, social, technological, legal and environmental factors that may affect your RPA adoption decision.
Agile automation: This method helps you test and validate your RPA use cases in short cycles using an iterative approach.
Emerging technologies such as cloud computing, artificial intelligence, data analytics and RPA can benefit organisation’s business process flows in various ways. Some of the benefits are:
Cloud computing: This technology enables organisations to access and store data and applications over the internet instead of on-premise servers. Cloud computing can benefit business process flows by providing scalability, flexibility, cost-efficiency, security and collaboration.
Artificial intelligence: This technology enables machines to perform tasks that normally require human intelligence, such as reasoning, learning, decision making and natural language processing. Artificial intelligence can benefit business process flows by enhancing accuracy, efficiency, innovation and customer satisfaction.
Data analytics: This technology enables organisations to collect, process and analyse large amounts of data to generate insights and value. Data analytics can benefit business process flows by improving performance measurement, risk management, customer segmentation and personalisation.
RPA: This technology enables organisations to automate repetitive and rule-based tasks using software robots or digital workers. RPA can benefit business process flows by reducing labour costs, errors, compliance issues and customer complaints.
By combining these technologies together, organisations can achieve intelligent automation (IA), which is an end-to-end solution that leverages RPA and AI to automate complex processes that require cognitive abilities3. IA can benefit business process flows by enabling digital transformation, process optimisation, business agility and competitive advantage.
Interdependencies within the organisation refer to the way different units or functions interact and rely on each other to achieve a common goal. Interdependencies can be classified into three types: pooled, sequential and reciprocal.
Pooled interdependence: This occurs when different units work independently but contribute to a shared output or outcome. For example, different departments in a university may offer different courses but share the same students and resources.
Sequential interdependence: This occurs when one unit produces an output that is required by another unit as an input. For example, a manufacturing process may involve a series of steps where each step depends on the previous one.
Reciprocal interdependence: This occurs when two or more units exchange inputs and outputs with each other. For example, a product development team may collaborate with a marketing team to design and promote a new product.
Interdependencies within the organisation affect the considerations for adoption of new technologies in various ways. Some of the considerations are:
Alignment: The new technology should align with the organisation’s vision, mission, values and goals. It should also support the interdependent relationships among different units and functions.
Compatibility: The new technology should be compatible with the existing systems, processes, policies and culture of the organisation. It should also minimise disruption and conflict among interdependent units and functions.
Coordination: The new technology should facilitate coordination and communication among interdependent units and functions. It should also enhance collaboration and integration across different levels and domains of the organisation.
Evaluation: The new technology should be evaluated based on its impact on interdependent units and functions. It should also be monitored and adjusted according to feedback from stakeholders.
According to an article by ITONICS, here are 10 factors to consider when evaluating an emerging technology for adoption
Security and privacy
Social and cultural
Cost-Benefit Analysis (CBA) is a framework for evaluating the adoption of emerging technologies in a consistent and documented manner.
The analysis has to include at least three alternative solutions that consider alternative ways of fulfilling the demanded project. The final value for comparison is represented as the Net Present Value (NPV).
The NPV is calculated by subtracting the total cost of investment from the total benefits of investment over a period of time. If the NPV is positive, then it means that the benefits outweigh the costs and it’s worth investing in that technology. If it’s negative, then it’s not worth investing in that technology.