Across all industries, digitalization is rapidly taking place. Today’s digital enterprises relentlessly seek ways to further progress their digital capabilities to prepare and make way for the future. With the help of data that fuels and drives marketplaces, companies and businesses strive to turn their visions of digitalization strategies into reality. To be able to do this, digital tools and technologies are implemented, with artificial intelligence (AI) becoming an utmost priority for most organizations.

The term “artificial intelligence,” according to the ever-reliable Merriam Webster, was used for the first time in 1956. Fast forward to 2022, and we are seeing how AI has evolved—from navigating the ups and downs, to continuously addressing challenges to create efficiency, accuracy, and flexibility almost six decades later.

The Advancement of AI in Media and Entertainment Ecosystem

AI’s potential in the media and entertainment industry is exponential because data coming from streaming, digital entertainment, and social media can truly aid in getting important customer insights. We’ve seen how AI in media and entertainment has been extremely helpful when it comes to simplifying a process’ complexity, driving innovation, and automating repetitive tasks.

Policing the content coming from social media can be taxing, and this is where using AI shines. As social media platforms generate massive volumes of new content, there is a great need for content moderation to ensure that trust and safety guidelines are strictly being followed. Applying AI technologies such as Computer Vision and Natural Language Processing (NLP) can keep a brand’s reputation intact, as these AI algorithms—working closely together and assisting human moderators—can help prevent huge losses that may arise from negative publicity, fraud, or fake news.

Furthermore, the rise of digital entertainment options is often accompanied by the pressure on entertainment providers to create more engaging content to gain more viewers. Specifically for the media industry, the ability of AI to gather metadata from tagged scenes taken from video streaming can be beneficial, as it helps set the tone for media outlets to predict what films or TV shows are working and what needs to be shelved. AI-based Intelligent Virtual Assistants (IVA) can be deployed to help capture and analyze audience preferences, leading to personalized recommendations and “discoveries” that allow viewers to explore new content. The results? Enhanced engagement, higher chances of attaining customer loyalty, and easier process that allows viewers to discover new content based on their viewing habits and preferences.

Finally, one of the most valuable benefits of AI in the industry is its ability to enhance the customer experience. Conversational AI technologies such as IVA, automated speech recognition, and chatbots can be used to assist human agents, ensuring efficiency, speed, and accuracy for customers requiring assistance. AI can automate simple and repetitive tasks, as the more complex queries are directed to human agents who are trained to provide specific resolutions and details. With this, customer satisfaction as a result of highly efficient customer service is attainable.

Utilizing the capabilities of AI in media and entertainment landscape can be beneficial to your business. Learn more about Teleperformance’s AI operations tailored for the media and entertainment industry.