Powering customer journeys in the age of AI


Double exposure of Engineer or Technician man with business industrial tool icons, enguneer using tablet with industrial business concept. Industry 4.0 conceptAI is at the top of every executive’s to do list embarking on a digital transformation, however CIO’s are still trying to figure out how to maximize the full strength of artificial intelligence. Most companies don’t have a full understanding around the complexities of AI and therefore don’t have the right strategy in place to execute relevant and purposeful interactions with customers.

“So, how do businesses go about unlocking these information systems to make AI a reality? The answer is an API strategy. With the ability to securely share data across systems regardless of format or source, APIs become the nervous system of the enterprise. As a result of making appropriate API calls, applications that interact with AI models can now take actionable steps, based on the insights provided by the AI system — or the brain”

The key to building a successful AI-based platform is to invest in delivering consistent APIs that are easily discoverable and consumable by developers across the organization. Fortunately, with the emergence of API marketplaces, software developers don’t have to break a sweat to create everything from scratch. Instead, they can discover and reuse the work done by others internally and externally to accelerate development work.

Additionally, APIs help train the AI system by enabling access to the right information. APIs also provide the ability for AI systems to act across the entire customer journey by enabling a communication channel — the nervous system — with the broader application landscape. By calling appropriate APIs, developers can act on insights provided by the AI system. For example, Alexa or Siri cannot place an order for a customer directly in the back-end ERP system without a bridge. An API can serve as that bridge, as well as be reused for other application interactions to that ERP system down the road.

At their core, APIs are developed to play a specific role — unlocking data from legacy systems, composing data into processes or delivering an experience. By unlocking data that exists in siloed systems, businesses end up democratizing the availability of data across the enterprise. Developers can then choose information sources to train the AI models and connect the AI systems into the enterprise’s broader application network to take action.

Why it’s Hot?

If we can help our clients develop customer strategies in tandem with a strong data and API strategy then we’ll be able to deploy 1:1 interactions with customers like the example below.

“Businesses haven’t truly realized the full potential of AI systems at a strategic level, where they are building adaptive platforms that truly create differentiated value for their customers. Most organizations are leveraging AI to analyze large volumes of data and generate insights on customer engagement, though it’s not strategic enough. Strategic value can be realized when these AI systems are plugged into the enterprise’s wider application network to drive personalized, 1:1 customer journeys. With an API strategy in place, businesses can start to realize the full potential AI has to offer.”




Algorithms For Sale

Seattle-based start-up Algorithmia is a new marketplace for algorithms. The company wants to make it easier for computer researchers to monetize the algorithms they create and publish in academic papers and make them available to developers/businesses who want to take advantage of the new technology. The system and marketplace will make it easy for prospective buyers to select the algorithm they want and then easily implement it into their applications with the use of the Algorithmia API.

Why It’s Hot:

 The majority of software products and applications are made up of highly complex algorithmsThe most famous algorithm led to the development of the $400 billion dollar giant Google, which has changed the world forever. As more technologies emerge and grow, and data continues to be produced at a rapid pace, faster hardware will no longer be able to support the architecture for data analysis. It will then become critical that organizations, people, and products focus on data analysis packages comprised of algorithms versus the actual hardware they run on.


Google Opens Nest API To Control Home Devices

Nest Labs, recently acquired by Google and maker of internet connected thermostats and smoke detectors, has opened its software to third-party developers.  This will now allow outside developers to build applications around the Nest’s existing product line of “internet of things.”

Why It’s Hot:

Nest has established early partnerships with the likes of Jawbone, Whirlpool, Mercedes-Benz, IFTT, and Logitech.  All of these partners have released new Nest-compatible features that fully integrate with the Nest products.

According to the company, you can, for example, have your connected light bulbs flash red as a warning when your smoke detector senses smoke or carbon monoxide.  Or you can have your Mercedes communicate to your thermostat when you will be home so it can turn on the AC before you arrive.

“This API program is about more than just basic control,” Nest representative says. “It is more about customer experiences and making them better in the home.”

The program could provide the fabric needed to connect home devices in smarter ways.  The Nest API could become the “go to” operating system for an extremely broad range of devices.

The API will release to the public in early 2014.