Power in numbers
In isolation, each of these four components of the DIGITALL stack has an important and sizable future. In tandem, they are set to be transformative.
Imagine a digital human, instantaneously customizable by ethnicity, age, aesthetic, language, gender — powered and voiced by scripting software (leveraging natural language processing to understand the spoken and written word) that can craft real-time responses and prompts — powered by RPA software that understands a process “journey” and guides a user (a customer, an employee, etc.) through a complex series of steps in an elegant and calming way — powered by a quantum computing engine operating at beyond-human-synapse speed.
This DIGITALL stack is a logical endpoint of technology trends that have been gestating for, in some cases, decades but which, due to their inherently overwhelming qualities, have been easy to overlook.
The combinatorial and transformative power of the DIGITALL stack can be illustrated by recalling any online or phone-based customer service interaction you’ve recently had. Did you come away from it satisfied, happy, your mood enhanced, your burden lifted? Of course not — you came away frustrated, irritated, annoyed at how long it took, how many times you had to repeat yourself, how you had to provide the same information again and again, how the agent didn’t seem to understand you, seemed to be following (badly) a script, sounded almost robotic …