Gartner Research


Published: 31 January 2023



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  • 中国最近宣布大范围放松新冠疫情防控政策。在实施了三年的严格管控措施之后,个人和企业机构将需要根据自身情况应对新冠病毒带来的后续影响。

  • 许多客户,特别是年长者,希望尽可能减少面对面的接触。在疫情严格管控期间的临时性线上活动在未来会成为一种趋势。

  • 新冠病毒将对劳动密集型行业和有大量人际交往的行业产生长期影响。自动化和弹性生产线将成为优先发展目标。

  • 对AI应用的业务论证将需要进行重新评估,不会仅仅考虑短期投资回报率和成本。



  • 使用计算机视觉(CV)、自然语言处理(NLP)及其他自动化技术,包括智能文档处理(IDP)、机器人流程自动化(RPA)、机器人技术和超自动化,从而提高业务运营的自动化水平,减少整个业务流程中的物理触点。

  • 利用机器学习及其他分析技术实施预测分析,从而根据客户互动和人员聚集等业务运营场景,构建企业机构的预测能力。

  • 利用指示性分析能力,更合理地进行规划安排,从而平衡员工工作量,优化业务运营和客户服务,避免发生人员聚集的情况。

  • 收集AI用例,利用Gartner用例棱镜工具对其业务价值和可行性进行评估,与业务方合作进行AI项目的优先级排序。

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