User Review( votes)
ERP 2020-ERP solutions have come a long way since the term was first coined by Gartner in 1990. New innovations in collecting and analyzing data, along with the need to streamline operations to stay competitive, have raised the bar on ERP performance.
In 2020, I believe that by leveraging AI and IoT technologies, ERP systems will become smarter, faster, leaner and better equipped to keep pace with the rapid rate of business change.
Smarter ERP Leveraging AI and IoT
New technologies that were previously buzzwords will become more operational this year. ERP systems will utilize smart sensors to track items and trigger messages so customers will know their packages’ exact locations during each step of their journeys and not just when they arrive at their final destinations. For example, according to the Wall Street Journal, UPS recently announced “plans to launch a service for healthcare customers that uses sensors and data analytics to track medical packages’ exact location in near-real time.” I believe we’ll see more companies begin to use smart sensors in a similar fashion in 2020.
I also believe customers will also receive real-time alerts regarding the status of their customer service requests, including if replacement parts are in inventory, when the necessary parts and materials are ordered, and when technicians will arrive to make the final repairs.
AI will also be used more extensively to improve customer service. Virtual digital assistants will scan previous customer service records to route the call to the most appropriate agent and then provide recommended responses based on successful responses to similar requests. Gartner predicts (via TechNative) that in the next few years, 40% of organizations will deploy virtual assistants.