Experience, AI, and the Digital Divide (PDF)

Many digital experiences amplify existing inequalities, creating a new layer of the digital divide beyond access to computers and the internet. This white-paper addresses new ways to tackle the digital divide using AI / ML to create more equitable online experiences that are sensitive to individual needs.

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Forrester has documented that
even by 2017, 95% of consumers use three or more self-service channels in a single customer service interaction.

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The solution to the users' ongoing complexity with digital ecosystems will come from automating the experience of users across organizations in the same way as the supply chain was simplified through automation. Creation of self-directed digital experiences will ultimately include AI and ML platforms that generate design, front-end development, and data to drive personalization of digital experience—not only within but across organizations.

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