Automation and Artificial Intelligence Technology will step into higher adoption mode in 2020, says Forrester.

The research firm predicts three major tech predictions that company leaders need to keep in mind in the new decade.

Investment in Chatbots will increase: Forrester stated that four out of five Chatbot-based customer interactions should be tested out on employees first. Several enterprises have introduced conversational AI and Chatbots to reduce the costs of their customer service functions. However, Forrester believes companies should continue investing in chatbot technology as it is going to be “beneficial in the future.” The research firm suggests companies should not use Chatbots to “inflict on customers” and instead use them in employee-facing activities. Companies need to use AI to augment staff instead of replacing them.

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Increase anti-surveillance technology adoption: In 2020, data collection will lead to a 15% growth in the adoption of anti-surveillance technology. B2B company tech leaders will need to take a more cautious stance as customers will want to know why their data is being collected and what is it being used for, especially in the context of AI.

Forrester expects that a particular group of citizens will react to rising levels of data collection by both private and public sector companies by using anti-surveillance technology. It will be a measure from consumers to protect themselves against what they see as an invasion of their privacy.

Beware of Deep Fakes: Forrester expects that deep fakes will cost companies over 225 million Euros in 2020. They will be widespread and used to stir PR troubles for brands. Although deep fakes technology is reasonably recent, it is possible to subscribe to a website that creates them for less than $10 per month. More such sites are expected to surface in the coming year.

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The deep fake phenomenon is embarrassing for the company concerned. It also decreases trust for brands and makes it harder for legitimate companies to function. In 2020, companies will make a real effort to address the situation. The research firm advises tech leaders to make themselves familiar with free and low-cost deep fake tools to understand what they can do and how they could be misused.

Forrester concludes stating that an organization needs to add ‘deep fake-generated crises’ to incident response and crisis communication planning documents, to ensure they are prepared to tackle the issue.

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