Information and Communication Technology

Information and Communication Technology

Information and communication technology influences many workplaces, which involve the use of computers to process data. Computers and software are used to manage information through management information services. Managing information includes storing data, protecting, transmission, and successful retrieval of information. Information technology contributes to service design to improve the services of an organization and the interaction between the service provider and its clients. Information technology includes the system of engagement technologies, such as the internet of things and real-time interaction management and systems of insight technologies. Also, Artificial Intelligence and supporting technologies, such as security automation and analytics, contribute to service design and the interaction between service providers and the customers.

First, the Internet of Things (IoT) comprises of devices connected to the internet that can communicate with each other to transfer and process data. By connecting these devices with automated systems, information is gathered, analyzed, and action is created. IoT allows devices to communicate across different networks by bringing them together and develop more interconnection through the sharing of data (Ranger, 2018). Smart devices and home products use and share data through the internet to connect to complete a given task.  Different objects are connected through the use of computer chips, sensors, and wireless networks that enable them to communicate data without human interaction. The Internet of Things was discussed since the 1980s but was never practical because computer chips were too large, and there was no effective communication between devices. The use of RFID tags, chips that can communicate wirelessly, and later IPv6, which provide IP addresses for every device, scaled up the technology.

Additionally, the cost of using sensors and internet connection continues decreasing, and in the future, it is possible to connect almost many devices to the internet. Application of IoT is practical in devices that include utility appliances, such as refrigerators, washers and dryers, coffee machines, slow cookers, smart security systems, smart locks, and smart doorbells, web cameras, building animation devices, and biometrics scanners (Ranger, 2018). IoT aims at better service delivery to the customers of all commodities in a company through the use of smart devices. All IoT solutions begin with service design, where the focus is made on the user needs and how they understand and perceive the whole system of connected devices and services. Safety is put first in the usage and making of all Internet of Things devices by understanding all possible errors that can occur and considering data security privacy.

Real-time interaction management (RTIM) is a marketing technology that conveys contextually relevant experiences, value, and assistance at the appropriate time to a customer through designated customer touchpoints. The RTIM system performs a series of activities first by recognizing customers and planning the delivery of content through channels and understands current contexts using detailed customer history (Copulsky, Richardson & Simone, 2017). This system then determines the appropriate action or information through analytics and trading principles; for example, what the customer is interested in should be available in the stock and finally captures the interaction data for statics and future improvement of services.

RTIM has become a digital marketing strategy where a full view of the customer and sending the right message at the right moment is crucial for any business. The technology behind the RTIM is a real-time decision engine, which is assisted by predictive technology and machine automation to provide the best offer to its customers. RTIM systems in use include Pegasystems, Teradata, and marketing platforms, such as Salesforce (Copulsky, Richardson & Simone 2017). Marketing organizations have incorporated the Real-Time Interaction Management technology to expand their service design strategies through inbound and outbound channels to deliver regular, direct, and effective customer conversations and relationships. Serving customers in the best way forms a fundamental approach to marketing in any business entity, therefore, incorporating RTIM technology in operations results in better client satisfaction. Businesses that employ technology improves the decision process and simplify contextualizing, identifying, and performing the trade to many customers.

Furthermore, Artificial intelligence (AI), where statistical patterns and data are programmed in machines to enable them to think like humans and to mimic their actions, has become a fast-growing technology and research field. The approach that renders technologies to think and act like humans have agreed that AI machines think humanly, reason, act, and act rationally (Strong, 2016). Recently, AI technology focuses on algorithms enabled by constraints that support models, which combine thinking, perception, and action. Artificial intelligence is categorized into Narrow AI, which involves machines that perform a single task and are a simulation of human intelligence, and Artificial General Intelligence in which machines are more like human beings and can solve any practical problem.

In the last decade, narrow AI has significant benefits to society and includes image recognition software, Google search, personal assistants such as Siri and Alexa, self-driving cars, and IBM’s Watson. To effect narrow intelligence, machine and deep learning are employed (Strong, 2016). Machine learning feeds data to a computer and uses statistical techniques to improve its tasks without programming. On the other hand, deep learning runs inputs through a neural-like architecture, which has several layers for data processing so the machine can learn and make real connections. Artificial intelligence applied in healthcare services is mostly IBM Watson, which makes faster and better diagnoses, provides decisions and integrates software, and medical and cognitive information. In business, AI is applied through robotic process automation, in education, it automates grading, and also runs autonomous vehicles in the car industry.  Furthermore, Cyborg technology, through artificial intelligence is meant to boost the natural human abilities of the body and the brain.

Service design will be rendered less useful in forming experiences that are consistent as the artificial intelligence tools will perform tasks better. For instance, medical centers will only focus on activities that will need human interactions, such as having medical checkups while every other function is left to the AI tools. Human interactions in such areas will reduce, therefore, new functions in each channel need to be created to involve the real human touch and influence.

Moreover, security automation and analytics technologies assisted security teams in automation in carrying out safety operations to reduce the human inability to stay alert for many hours. Security operation centers have centralized incident detection, response, and reporting through the use of automated techniques that effectively spot and remediate threats (Zhong et al., 2018). Not only has security threats become digitalized and physically diminished, but also they have revolved mostly around cybercrime.

Security automation and analytics technology aim at modernizing operations infrastructure to protect a company, its confidential data, and the organization’s environment. Automation plays a vital role before, during, and after an organization’s system failure. Most security systems have interfaces for detecting status and logs, which can be analyzed from relay information. Event data and the log’s information is collected into a separate system for analysis and the activation of automated feedback through the use of detection tools that send logs information to a database management system. Detection and response algorithms are then run on the database to point out essential data, which can be configured to set off analysis of the nature of the threat.

Besides, security analysis tools identify suspicious conditions, establish trends, conducts forensic investigations, and research for improving automation efforts. Industries require a cyber incident response and security event management to improve the organization of its infrastructure, workers, and production. In improving service design, increased automation and orchestration is adopted since skilled security professionals that can effectively handle cybersecurity threats are not enough (Zhong et al., 2018). Also, as organizations grow and expand their digital platform operations, they open more arenas for cyber-attacks, which also continue to increase in frequency, volume and complexity, therefore, organizations seek the security automation technology.

The recent case of the Microsoft Global Incident Response and Recovery team illustrates how complex cyber insecurity has gone, where threats started from endpoint infection via a phishing email to full domain control within a day. Also, the security events uncovered daily by security operations centers continue to rise, which has made humans almost unable to cope with them. Organizations have now embraced security automation to secure operations and boost their service design.

In conclusion, information technology continues to be used in service design in many institutions. The use of the Internet of Things and services and real-time interaction management has advanced the organization’s engagement channels to their customers. Also, Artificial Intelligence has become an insight technology tool for companies that require more than human investment in their operations. Finally, security automation and analytics have formed the necessary security procedure in many companies due to the increasing cyber threats. Confidential information, such as trade secrets and clients’ personal information in organizations, need the highest protection and security, which is only guaranteed through the use of automation and analytics technology.

References

Ranger, S. (2018). What is the IoT? Everything you need to know about the Internet of Things right now. ZDNet, January 19.

Copulsky, J., Richardson, S., & Simone, M. (2017). Marketing technologies, customer data, and analytics: enabling responsive customer journeys and scalable marketing processes. Applied Marketing Analytics, 3(2), 102-111.

Strong, A. I. (2016). Applications of artificial intelligence & associated technologies. Science [ETEBMS-2016], 5(6).

Zhong, C., Yen, J., Liu, P., & Erbacher, R. F. (2018). Learning from experts’ experience: toward automated cybersecurity data triage. IEEE Systems Journal, 13(1), 603-614.