Application of Artificial Intelligence In Marketing, Medicine & Finance: Analyzing the Key Messages Of Mwc — 2024 In Barcelona

The Mobile World Congress (MWC) is the world's largest mobile industry trade show organized by the Global System for Mobile Communications Association (GSMA). It is an event where industry leaders showcase the latest products and inventions in mobile and wireless communications.

At MWC, held February 26-29, 2024, participants presented revolutionary smartphones and laptops, discussed developments in 5G, 6G, voice, and SMS. One of the key topics was the problem of using artificial intelligence (AI) in various business sectors.

The organizers of the congress devoted a separate session to AI issues, which took place on February 29. There were many representatives of healthcare, finance, technology, and marketing.

Chatbots: Finding a Balance Between Customer Satisfaction & Company Security

The theme of the panel discussion was "Responsible Artificial Intelligence in Communications with Customers". Its main idea was the need to set boundaries for artificial intelligence-based chatbots that allow to maintain user trust and guarantee company security.

The inclusion of this problem in the agenda was due to the mistakes made by chatbots in interactive conversation and SMS distribution in their attempts to please the customer at any cost.

The issue was actualized after a high-profile event that occurred in mid-February 2024 in Canada. The court ordered Air Canada to compensate a passenger 812 dollars after a chatbot provided him with false information about the cost of the ticket and a discount for the flight.

Other similar situations were also discussed. In particular, about the logistics company DPD, which had to shut down its chatbot in the UK because a disgruntled customer made the AI write a poem about the low quality of service.

Also mentioned during the discussion was a Californian who managed to get a chatbot at a dealership to sell him a $60,000 Chevy Tahoe 2024 SUV worth $60,000 for just a dollar.

Without centralized control over training, operation of artificial intelligence, and the content of SMS messaging created on its basis, there is a risk that chatbots will increasingly issue statements that aren't in line with the company's values. And in the field of healthcare, false information can lead to a catastrophe with irreversible consequences.

That's why the MWC session on Al was focused on developing strategies to prevent such mishaps.

How Chatbots Are Used In Various Service Areas

The panel discussion "Responsive Artificial Intelligence in Customer Communications" highlighted promising uses of Al and chatbots:

• In healthcare, Al-based voice systems are being used to triage patients in emergency departments.

To optimize emergency medical service calls, it is planned to introduce voice bots that can recognize foreign languages and redirect the patient to a specialist who can help him.

Artificial intelligence software capable of diagnosing respiratory diseases, neurological disorders, mental disorders, and delayed speech development by voice is being developed.

• In finance and insurance, AI-based chatbots can be used to perform banking transactions. Many institutions use artificial intelligence to ensure customer security through voice recognition during authorization.

There are plans to create programs that can identify fraudsters by the nature and speed of conversation during a phone call, the length of pauses, the timbre of the voice and other features of behavior.

• In marketing, Al can be used to accelerate market and target audience analysis, create advertising creatives and personalized SMS distribution. This will allow teams to spend more time on testing projects in practice, and businesses — to reduce financial costs for preparation and implementation of marketing campaigns.

Ready to launch SMS mailing to your customer base, create your own chatbot in Viber, or WhatsApp? Contact the Decision Telecom team by phone or online for detailed information about services and prices.