Sorted By a Robot: The Future of Content Management Via AI

robot reading a document with pen and magnifying glass

If you’ve ever had to upkeep a CMS, you can know how mind-numbing inserting tags or updating files can be. Whether a salesperson forgot to mention that a lead has reached out to them or that a customer has requested to stop receiving emails, making sure the CMS represents real life can feel like digital housekeeping. Wouldn’t it be nice to hire someone whose sole job would be to make sure electronic content was properly maintained? Well, some people are acquiring this help…from robots. Artificial Intelligence (AI) is quickly jumping in, helping to make content management less of a headache. But how?

AI in Media Management

Most CMS programs are not smart enough to know the elements contained within an image or video, but this is changing. Thanks to upgrades in AI technology, content management systems are hitting the market that can make heads or tails of the content in certain forms of media. Though many systems are still on the level of being able to identify what is in an image or video, AI technologies are being developed that can identify specific individuals in media. Social media services such as Facebook have been developing face-recognition systems for years to help users organize their files. Other companies such as Google, Apple, or other media-centric companies have also been developing AI systems to take the mystery out of group pictures. While some fear ever being able to remain anonymous, most people welcome the technology if it means that their photo album can be organized by whoever is pictured.

AI for SEO

Once upon a time, Search Engine Optimization (SEO) was huge and mysterious industry. To the unlearned onlooker, it seemed like a few handfuls of search engine wizards possessed the secrets to help a website to rank higher on search engines results pages. In reality, SEO experts aren’t wizards at all, but rather were just people who took the time to see what search engines required in order to better understand a website or media. Why would this be necessary? Because most search engines had few ways of thoroughly understanding the intent of a particular website or the contents contained therein. SEO experts would (and still do) use code insertions and tags to fill in the blanks for search engines. Search engines would then reward the website for its help with higher rankings – at least, that’s the idea. (Yes, that is simplifying the process immensely, but that’s part of the story.) In recent years, however, SEO experts have had to broaden their area of expertise in order to stay employed. Why? Because search engines have grown significantly “smarter” thanks to AI technologies. Images can be mostly identified and categorized even without the use of tags or special coding. This by no means that SEO is dead, but rather that search engines are getting a little help from AI.

AI for Customer Service

If you’ve ever visited a company website looking for answers, there are few better things than a live chat service. Instead of scrolling through pages of content to find an answer or, heaven forbid, talking to a human on the phone, you can submit a question in a chatbox and get an answer in real-time. These live chat support features have exploded in popularity in recent years. In order to keep up with the demand for live chat customer services without employing dedicated live chat representatives, the “chatbot” has surfaced. While not a human, many AI-driven chatbot systems can typically provide requested answers or at least point someone in the right direction. Similar to a “press 3 for customer service” menu on a customer service phone call instead of being routed through a human agent, these chatbot options are quickly becoming customer service gatekeepers online. While some may complain that it’s still not the same as getting help from a living, breathing human, AI is advancing so quickly that many of these complainers may have already been helped by a chatbot and not realized that it wasn’t a human.

Even though it seems like AI could potentially take the jobs of file clerks and customer service representatives in the future, most AI roles at present are more about freeing up these employees from time-intensive, mind-numbing tasks. The future of AI in electronic content management could mean a lot less time doing the parts of your job that you hate and more time to do what you enjoy.