Siri, I need an uber ride; soon my fitbit flashes the uber’s ETA. As I go through the motion of closing down the house by performing tasks with simple hand gestures and about to reach the door, a drone brings me the keys to the house. I step outside to find a driverless car waiting to take me to my friend’s house. Soon after my arrival, we decide to watch a movie, and put on the virtual reality headsets to scroll for a good movie. In the midst of watching the movie an email message pops up from my boss; I push it aside. When I get home, I am reminded by Siri that a message awaits; to my surprise the computer is turned on expecting my credentials to log-in.
Device – Human – App Conversations: The super convergence in the technology sector driven by increased networking, miniaturization, and high performance/low costs processors and sensors have enabled the digitally augmented lifestyle. The network of objects produce information which is processed in the cloud using Big Data and consecutive methods of artificial intelligence and deep learning, which then integrates new characteristics and services into our surroundings, thus creating an environment of ubiquitous intelligence. This setting coupled with spatial aesthetics will not only function to suffice daily utilitarian requirements, but will be intelligent to learn and evolve among themselves to an extent that these will anticipate needs or desires and recommend next steps or act on behalf of users. Eventually, we will see this intelligent digital mesh, shift from request-driven to event-driven model. For example, home appliances will be ordering replenishments according to consumption pattern of user, or visual triggers will be reminding a user of certain things by studying habitual associations. This will be tomorrow’s value addition to the consumers and new business models. Any service will not be limited to one step, and will continue to conjoin subsequent relative services, to create a long lasting experience until the user is done with all the requirements. Therefore, conversations will not be one-directional, but multi-directional between devices, apps and humans creating a mesh, interactions will then go beyond tactile and voice triggers. Collectively all components like touchless interfaces, hybridization of products and services, context development, event-driven assistance and integration fluidity are just stepping stones to the ultra-level connected reality.
To sustain the dynamics of this ecosystem and make all brands act as one, requires changes to the technologies and tools used to design, develop and deliver these experiences. We are talking about an integrated solution architecture that will support such level of omni-relevance across all channels available, and will have a robust application program interface (API) that can be utilized by other business systems. This will enable users to have an optimized solution that will be continuously experienced and will be relevant to the context of different situations of the users as they shift across different channels.
Digital Enterprise Transformation: Businesses must build platforms that can act as enablers and support the connected ubiquitous services. Integrating complementary technology capabilities and components, this platform will be an interoperable set of services that can provide seamless experiences. This intelligent platforms will act as a technology anchor model to guide technology vision and deliver experiences.
Five major digital technology platform types to enable the new capabilities and business models of digital business:
- Information System Platform — Core system that works like an ERP process which, controls back office jobs, supports middleware tasks, and has development and deployment capabilities to deliver solutions. Also, it can work as a dashboard that displays functioning, streamlining and real time information monitor.
- Customer Experience Platform — Should be omnichannel supportive and omnirelevant to customer’s requirements, queries, etc. The platform should act like a giant screen where customer enquiries get displayed regardless of channels, and their problems can be solved and communicated accordingly.
- Analytics and Intelligence Platform — This is a very crucial part of the ubiquitous experience, as this platform manages and analyses data to decide or discover actions, and recommend or take the actions that fulfills the ubiquitous experiences of the users. This functions to understand and learn from the customer data and pass the information to all the other platforms.
- IoT Platform — Connects hardware components, sends and retrieves information, controls and optimizes them accordingly. Serves also as a monitor to verify operations of the componentry and helps in analysis through data supply to analytics system. Furthermore, this is connected to core technology system, to be operated as required.
- Business Ecosystem Platform — Functions as a bridge between all the internal platforms and external platforms of separate business ecosystems, enterprise platforms, markets and communities. All the API management, multi-directional data flow, and security blanket will be taken care.
Ubiquitous experience is an evolutionary theme that dissolves the barrier of physical and virtual worlds. Embedding technology in core of business models, digital systems and concert of intelligent faculties is the key to achieve it. But we should be careful, not to depend too much on technology, or let machines take over the conscious intellect and physical labor, which constitutes the very soul of being human. Technology is meant to be an enabler and not a manipulator.
CONNECTED REALITY 2025: White Paper by Z_punkt GmbH – The Foresight Company