60 VIEWPOINT Boosting customer engagement AI improves frontline worker efficiency, customer satisfaction and operational decision-making Businesses are leveraging artificial intelligence to streamline internal processes, optimise decision-making and enhance customer interactions. However, the scope of AI extends far beyond these applications. At Zebra Technologies, we envision a future where AI not only aids in task completion but also anticipates workers’ needs and acts as a real-time translator, eliminating language barriers in global operations. The greatest potential of AI lies in improving productivity and efficiency for frontline workers while reducing their cognitive load. One of the key benefits is that AI and machine learning tools can provide data-informed and intelligent task suggestions. This allows employees to tailor their service to individual customer needs, fostering greater satisfaction and loyalty. Meanwhile, tools such as Microsoft Teams and AI-powered chatbots streamline communication and engagement, enabling quicker and more effective interactions between employees and customers. Despite varying industry priorities, organisations are experiencing common challenges, such as labour shortages, the need for real-time data delivery to frontline teams, and the need to improve worker efficiency. At Zebra, we are leveraging Microsoft technologies, including Copilot, and partnering with Qualcomm to address these challenges and power AI solutions for our customers. We have numerous success stories that demonstrate the impact of our AI-based solutions. For example, pharmacy store chains Walgreens in the USA and Boots in the UK are using AI technology and predictive data science to enhance demand planning, inventory allocation and overall customer satisfaction. In addition, Bimbo Bakeries USA has reduced its forecast errors by up to 30 per cent and maintained over 80 per cent prediction accuracy for more than five years using our AI-powered demand forecasting and planning solution. Nevertheless, deploying generative AI solutions for frontline workers presents several challenges. Businesses need to thoroughly understand the problems they aim to solve and define key performance indicators for their projects. They should also consider the costs associated with running AI on large servers and explore on-device or far-edge solutions to improve customer experience, reduce costs, and protect privacy and security. Organisations that adopt and implement AI solutions, while addressing key challenges and considerations, will gain a competitive edge in the rapidly evolving digital landscape. Stuart Hubbard is senior director of AI and advanced development at Zebra Technologies STUART HUBBARD: ZEBRA TECHNOLOGIES “The greatest potential of AI lies in improving productivity and efficiency for frontline workers”
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