By Paris Ediagbonya
The Insight SFI Research Centre for Data Analytics has launched a collaboration with US based technology and communications company Avaya in a research initiative which aims to develop and test new Artificial Intelligence (AI).
Insight SFI Research Centre specialises in research in data analytics to facilitate better decision making for the benefit of industry and society.
The development of this AI technology is aimed at improving communication with customers through AI, with increased levels of sophistication, for the purposes of improving customer experience solutions.
It will ultimately aid Avaya in implementing more intelligent and efficient AI capabilities in its communications and collaboration solutions, which will help measure the impact of their customer experience in order to improve general functionality.
Explaining the agenda and benefits of this research, Mike Conroy, Vice-President of Research and Development at Avaya, said; “Our plan in partnering with Insight, one of the largest dedicated Analytics & AI Research centres in Europe, is to develop next generation customer experience through better real-time insights and context powered by new AI methods.
“By partnering in this project with Insight at NUI Galway, we can help our customers and help them realise even greater levels of augmented AI experience across seamlessly blended automated and assisted customer engagement channels.”
The research programme will investigate the development and implementation of new types of machine learning AI, which functions include problem solving through learned experiences.
It is hoped that this next generation of AI will conduct more advanced automation and data mining (processing data into useful information) in contact centre applications.
Professor Mathieu d’Aquin, Site Director for Insight and Principal Investigator in this research, stated; “hundreds of millions of people around the world are consumers of ever-improving AI, developed in the hope of making their experiences better while simultaneously improving business efficiency. Essentially the research we will conduct and systems we will test, thanks to the partnership with Avaya, is all part of making those improvements.”
Embracing this new partnership, Professor Mark Ferguson, Science Foundation Ireland Director General and Chief Scientific Adviser to the Irish Government said;
“Insight SFI Research Centre for data analytics is part of the world-leading SFI Research Centre network which develops industry partnerships and promotes collaborative research with Irish academic institutions, stimulating valuable knowledge exchange.
This elevates Ireland’s international reputation for research excellence with impact while developing a competitive edge in emerging technologies with real-world business applications. We look forward to the opportunities that this collaboration will create.”