What do we do with all this data? Incorporate it into dynamic mobile apps

By Daniel Yellin

People are attached to their mobile devices. Some even have physical and cognitive withdrawal symptoms if you take them away – and it’s no surprise since these little devices know more information about us than our closest friends or even our spouse. Our mobile phones know our friends, our passwords, our travels, and our interests. And at work, mobile is becoming our go-to assistant. We aren’t at the end of mobile innovation just yet… we’re at the beginning, particularly for the enterprise with dynamic mobile apps.

The BYOD market is expected to be valued at more than $366 billion by as early as 2022. For perspective on that number, the industry was valued at $30 billion in 2014. This expected compound annual growth rate between now and 2022 is 15 percent. Which means all this device data presents both a great challenge and a great opportunity for individuals and companies.

So how can leaders use all this information in a way that really assists the individual and brings new efficiencies and revenue to the enterprise?

The digital “sense-and-respond” center

I would like to introduce the way I envision the digital enterprise of the future. I call it the “digital sense-and-respond center.” Information is continuously arriving into this center from smartphones, computers and IoT devices. From customers, employees and business partners. From business systems, such as Q1 sales predictions.

The digital enterprise needs to handle this flood of data in real-time, guiding employees, servicing customers, and providing leads to business partners.

With tens of thousands of pieces of information arriving every minute, this is not something that can be handled manually. The digital-sense-and-respond center uses AI and real-time data-bots to synthesize information, and help make real-time decisions.

Let me give you a specific example of how we implemented the digital “sense-and-respond” center. With Mercedes, we built the “Ask Mercedes” app.

In the app, a user can ask about how to use and where to find a feature in the car. Using artificial intelligence (AI), in this case Watson conversational speech services, we can help thousands of users simultaneously.

So what can you do today to turn your enterprise into a digital-sense-and-respond center?

Try taking this short digital test:

  1. Are you monitoring and analyzing data in real-time?
  2. Are you creating digital personalized conversations with each user?
  3. Are you building dynamic apps that change based upon context, segment or role?

Unless you answered “yes” to all of these, you need to consider investing in mobile more deeply to catch up.

How it can help you

AI can be used to automate the discovery of segments and analyze their behavior. Think about where this could help:

If you are a Telco, do you know how many users are using your service or app within minutes of launching it? Do you have a digital agent who can accurately answer customers’ questions about their plans?

If you are a bank, does your IT center receive alerts within seconds of a digital channel responding erratically? When a customer gives you feedback on their loan experience, can you customize the notification you send based upon their tone?

The era of static apps is dead. Dynamic mobile apps are here. These apps can change their focus and value by role, by location, by age and beyond. But to make this possible, companies need to consider their app launch service capabilities.

The notion of a digital sense-and-response center is a great way to bring together data, AI, mobile, IoT and Blockchain. It makes it possible to analyze data and react in real-time using dynamic mobile apps. It allows you to create the next level of customized digital experience for your customers, employees and partners.

Written By

Daniel Yellin

Vice President, IBM Mobile and IBM Distinguished Engineer

Dr. Daniel M. Yellin is responsible for IBM Mobile Foundation and Cloud Mobile Services. These offerings help enterprises on their digital transformation journey reach new customers and engage them in novel ways, all while streamlining internal business processes. Daniel is also responsible…

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