As the AI revolution quickly accelerates, its impact has been felt across multiple industries, including financial services. It’s a new world, and businesses are wondering how to navigate this technology. Bank leaders are considering the big question, “How will AI transform banking?” For employees, augmented intelligence — which aims to support human tasks with AI-powered tools and assistance primarily on mobile devices — is a good place to start.
Although AI in banking may still seem like it’s in its infancy, this technology can improve the working lives of bank employees and the valued clients they serve. Here’s how banks can use augmented intelligence to advance their operations and help employees deliver a higher standard of customer care.
Mobile AI enhances bank employee productivity
Banks and branches are already leveraging mobile devices, including phones and tablets, to enable hybrid work, boost employee engagement, improve productivity, reduce costs and improve talent acquisition and retention. These businesses are in an ideal position to empower an AI-forward banking workforce that propels an ideal creative and collaborative environment. In doing so, they can unlock powerful competitive advantages.
With dynamic mobile AI in their pocket, employees can leverage their unique talents and expertise far faster and more efficiently. A bank employee can use AI features on their mobile device to summarize or organize notes from an important client meeting. With quick access to the most relevant insights, they can knock out action items in rapid fire from anywhere — whether at a branch, working from home or en route to a client meeting.
Bank and branch employees often have to sift through a large amount of complex information as part of their daily responsibilities. AI features, such as Circle to Search with Google on Samsung Galaxy S24 Series devices, for example, let users search for information about what they see on their screen — including images, videos, or text — using a simple gesture with their finger. Bank employees can use this feature to retrieve product information for a customer quickly, conduct research before an important client meeting or answer customers’ questions about financial terms. With assisted intelligence on their mobile browsers, employees can give customers precisely the support they need, even when complex and unexpected questions come up.
AI in banking streamlines client communication
According to an IDC infographic sponsored by Samsung, Bridging the Digital–Human Gap in Banking, the second most important challenge facing banks is effective communication and collaboration among branch employees.1 AI in banking can help employees efficiently communicate with clients, allowing them to service a larger number of clients without compromising the quality of service they provide. For example, AI-enhanced features, such as Chat Assist and Live Translate, can help bank or branch employees adjust the tone of an important business email, helping ensure it is professionally worded and received as intended.
With the global nature of banking, AI can even help banking employees communicate more effectively in a foreign language. AI-powered chat translation features can recognize a foreign language in a text or chat app and translate it instantly. From there, the employee can type out a response in their preferred language and have it immediately translated into the recipient’s language.
Similarly, AI-enabled call assist features can translate a voice call in real time, so everyone involved can participate. Or, if someone arrives at the branch and no one speaks their language, live translate features can transcribe the conversation for everyone in person. With the language barrier removed thanks to AI, branch employees can focus on delivering the best possible customer care.
Security concerns about AI in banking
As finance and banking professionals consider how AI will transform banking, they raise important regulatory and security concerns, particularly the complex nature of algorithms, employees’ lack of experience with these technologies, and what this might mean for the industry regarding issues like credit risk management and regulatory compliance. It’s essential for banks to use advanced mobile AI tools from trusted brands that offer support and protect sensitive financial data from falling into the wrong hands, helping maintain regulatory compliance.
The AI impact
Mobile AI is a new technology, but it is already making a positive impact. Bank employees can use these intelligent tools to accelerate their work, communicate more effectively and deliver satisfying service — all while staying secure. Banks that take advantage of these powerful AI capabilities can boost productivity, improve employee engagement, set new customer experience standards, and stand out from the competition.
Learn more about the financial services industry and how Samsung solutions can help transform your business.
1IDC Infographic, sponsored by Samsung, Bridging the Digital–Human Gap in Banking, #US52023624, May 2024.
With the rise of technology, today’s customers are knowledgeable, tech-savvy and have high expectations for personalized, seamless experiences. They are becoming empowered consumers, making the retail landscape more competitive than ever as retailers fight to keep up with expectations.
Customers today demand convenience, speed and personalization across their omnichannel interactions. Empowered customers expect more than transactions from retailers; they require meaningful, value-adding engagements. In fact, 70% of consumers expect retailers to offer the same level of personal service across physical stores, online and mobile devices. Retailers meeting these expectations will be rewarded: Personalized experiences increase the odds of shoppers buying from a company by 80%.
Retailers need to improve retail customer experience (CX) to attract and retain customers. By embracing mobile tech for retail, associates can have authentic, knowledgeable engagements with customers and leave a lasting positive impression.
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Common CX pain points and how mobile tech for retail solves them
Historically, customers shopping in stores have faced frustrations such as out-of-stock items, difficulty finding assistance and long lines for checking out. These pain points leave a negative impression on customers, but mobile tech for retail can help solve many common CX pain points, including:
Inventory management: It’s difficult to answer customers’ inventory questions and keep shelves well-stocked without real-time inventory data on hand. With mobile devices, retail associates can quickly help customers find what they need. For example, Galaxy XCover6 Pro can integrate seamlessly with inventory management systems, and its rugged design and long battery life are built for a demanding work environment.
Customer assistance: Retail associates need to be able to focus on the customer, not the technology. Wearables like the latest Galaxy Buds3 and Galaxy Watch7 enable employees to communicate seamlessly without having to hold a mobile device. Improved communication means that workers can help customers faster, providing better service.
Checkout experiences:Mobile point-of-sale (mPOS) systems reduce wait times and allow for quicker, more efficient transactions. Galaxy S24 Series offers flexible devices that can be turned into barcode scanners, enabling employees to assist more customers and reduce wait times.
Mobile retail technology has evolved to better meet customer needs, and it’s more powerful and versatile than ever. From smartphones to wearables, these devices are transforming how retail workers engage with customers, manage inventory, and streamline operations.
How technology solutions for CX create better experiences
Not only are consumers more likely to abandon a brand after a negative customer experience, but, according to Deloitte, they’re also 140% more likely to return after a positive one. To create a memorable CX in retail, technology solutions for CX need to do more than solve pain points. They must elevate the overall experience. Here are a few ways retailers are leveraging mobile tech to improve customers’ shopping experiences:
Support customer education: With mobile devices in hand, associates can provide customers with detailed product information, tutorials and reviews, increasing customers’ knowledge and confidence in their purchases. In fact, helping a customer realize something new about their needs or their own goals makes them 1.73 times more likely to buy.
Extend the experience: If a retailer is going to create a memorable experience, the customer journey must extend beyond the time of purchase. Technology solutions for CX allow retailers to stay connected with customers through personalized follow-up messages, loyalty programs and exclusive offers.
Prioritize value over volume: Modern consumers want more than a transaction; they want retailers to provide a meaningful experience. Mobile technology enables retailers to offer personalized recommendations and tailored promotions, making customers feel valued and understood.
Mobile retail technology pitfalls
Here are some pitfalls retailers face when adopting retail solutions and how to avoid them.
Relying too much on technology
Too often, organizations’ operational efficiency and automation strategy drive transformations while their CX strategy takes a back seat, which makes it too easy to lose sight of the customer. For technology to truly enhance CX, it should not replace human interaction. Striking a balance between technology and sales associates’ personal touch is crucial.
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Retailers should start with a human-first approach and use technology to enable assistive selling, which is the future of retail. By equipping retail associates with Samsung devices, including Galaxy S24 Series, Galaxy XCover6 Pro, and Samsung wearables, retailers significantly enhance their ability to deliver knowledgeable and customer-centric interactions, supporting mobile-enabled assistive selling.
Overcomplicating retail associates’ lives
Technology should empower retail associates to better serve customers and strengthen connections. Unfortunately, some devices are bulky and heavy, making it hard for associates to carry them around and leaving them either without a device or stuck at a station. Devices can also require significant training, requiring additional time to get up and running and putting a mental burden on retail associates.
Mobile and wearable technology from Samsung, like Galaxy S24 Series, Galaxy XCover6 Pro, Galaxy Buds3 and Galaxy Watch7, are slimmer, lighter and more user-friendly. With these devices, associates can move freely around the store, equipped with all the information they need right at their fingertips. This seamless integration of mobility and accessibility ensures that retail associates can provide knowledgeable, personalized and uninterrupted service, keeping the customer at the forefront of every interaction.
Introducing security risks
While mobile technology offers numerous opportunities to improve retail customer experience, it also introduces potential security risks that retailers must address. To maintain trust and comply with regulatory requirements, retailers need robust security to protect sensitive customer data.
Samsung Galaxy phones and several other Samsung devices, including tablets and smartwatches, come equipped with Samsung Knox, a defense-grade security platform that provides end-to-end encryption. Knox ensures that all sensitive data, whether stored on the device or in transit, is protected from unauthorized access. Galaxy S24 Series and Galaxy XCover6 Pro also offer biometric security features like facial recognition and fingerprint scanning.
Crafting memorable CX with mobile tech for retail
If a retailer is going to improve retail customer experiences, its goal needs to be more than just keeping up with trends. Technology solutions for CX can garner the greatest results when they are used to create engaging, informative and efficient experiences that stand out in the competitive retail landscape. After such an experience, 44% of consumers say they will likely become repeat buyers.
If you’re not currently an Android or Galaxy user, make sure to try Galaxy for Work on your current device today. And explore howSamsung’s retail mobile technologyprovides the tools needed to deliver the meaningful experiences today’s consumers expect.
You’re likely already familiar with popular Google tools like Gmail, Google Meet and Google Drive. Your team might even already be using them for communication and collaboration. While the free versions of these apps offer great functionality, Google Workspace takes it to the next level for your business.
So, what is Google Workspace?
It’s a complete suite of cloud-based productivity and collaboration tools that brings together everything you need to get work done efficiently, including Gmail, Google Docs, Google Meet and more. Google Workspace provides enhanced security, streamlined collaboration, and advanced business features, enabling your teams to work faster, smarter, and more efficiently.
Why should your small business upgrade?
Google Workspace empowers your organization with greater control and capabilities to secure data, collaborate seamlessly and leverage powerful tools. It supports digital transformation and enables flexible work arrangements, which is essential in today’s dynamic business environment.
Here are 10 reasons to consider making the switch:
1. Beyond basic email: @yourcompany.com
With Google Workspace, you get the Gmail you know and love designed for business, with admin controls and no ads. It’s also branded with your organization’s domain name, which helps build customer trust by giving everyone in the company a professional email address at your domain.
For employees, it’s the same user experience they’re already accustomed to from consumer Gmail, so they can easily switch back and forth between their personal and work accounts. For employers, it’s a premium enterprise-grade email they can control and secure without needing to maintain an email server, and they can easily add or remove users as the business scales.
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In addition, each user can have multiple accounts so that the same person can receive the same email at jane.doe@yourcompany, sales@yourcompany and info@yourcompany. This kind of consistency is a great way to build customer trust.
2. Individual and team drives: Streamlined storage and collaboration
In Google Workspace, each user has a personal Drive to store their files and notes. Additionally, teams can create Team Drives for shared documents and resources, ensuring everyone has the necessary access.
Team Drives streamline collaboration by providing automatic access to all team members. When employees leave the company, the Team Drive manager can easily revoke their access, maintaining data security.
Storage options
Google Workspace offers varying storage options across its different plans. Business Starter provides 30GB of storage per user, suitable for businesses with basic storage needs. For those requiring more space, Business Standard offers a generous 2TB per user, while Business Plus provides an even larger 5TB per user, accommodating organizations with extensive storage requirements.
3. Collaborate in real time
Collaboration can be challenging, even when everyone is in the office. But with workers increasingly divided between the office and various remote workplaces, it takes on an additional level of complication. Google Workspace makes it easy to be productive with its range of collaboration apps that are unique to the business edition or upgraded from the consumer edition.
With real-time co-editing in Google Workspace, teams can edit the same Doc, Sheet or Slide simultaneously, eliminating version control while teams are working in a remote setting or in a hybrid work environment. Changes happen instantly, so people can build on each other’s ideas and reach consensus more quickly with commenting and action items. If they still need to talk things out, team members can use shareable calendars that integrate seamlessly with Gmail, Drive, Contacts, Sites and Meet so they always know what’s next. They can also have a Google Meet video call — without time limits — or hammer out the details using Google Chat.
4. Integrate Google Workspace with CRM and other third-party apps
By integrating Google Workspace with CRM and other productivity apps, your team can work seamlessly across platforms, all from inside the Google Workspace app. Employees access work apps with a single sign-on, and they don’t waste time toggling back and forth, duplicating efforts (and data). Your company gets a productivity boost, and you don’t have to worry about data inconsistencies and human error.
For example, with CRM integration, salespeople and customer service reps can auto-log tasks, calls, meetings, and emails in Salesforce without leaving Gmail. They can also view contact and account insights from Salesforce in Google Workspace and easily pull CRM data into Google Sheets.
5. Manage it all from the Admin Console
The Google Workspace Admin Console lets you manage your data, users and apps from a single portal. Intuitive dashboards let you add and remove users and groups, customize the user experience, manage devices, create roles, assign permissions and configure security settings.
For example, you can block untrusted apps, enforce security keys or require two-step verification. If they log into Google Workspace or related apps from a new computer or mobile device, Google sends a text message with a verification code they have to enter before they can access company data. Google Workspace also comes with enhanced email scanning — checking for security threats — as well as security analytics and best practice recommendations to help protect your business.
6. Get enterprise-grade security with Endpoint Management
The Admin Console lets you control Google Workspace accounts; Endpoint Management lets you control which devices can access those accounts.
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With Google Workspace Endpoint Management, you can distribute apps on mobile devices quickly and at scale. You can also check usage, manage security settings and limit access on any endpoint device. If a device is lost or stolen, you can erase confidential data remotely by wiping the device or the account.
7. Preserve business data with Google Vault
Vault lets you preserve important data for as long as you need it, even from suspended accounts. You can set retention rules on certain Google Workspace apps to preserve user data — even from deleted documents and suspended accounts. This helps prevent data loss when employees leave the company and can help your legal team avoid potential problems.
Universal search makes it easy to find what you’re looking for in your data, and content can be exported to printable formats if needed. You can also use Vault to track user activity and see their searches, content views and exports.
8. Create websites with Google Sites
Need a website for your startup? Or perhaps you’re an established company and need a new interactive way to share information with your customers or remote teams.
With Sites, your team can work together to create engaging, high-quality websites — no programming experience necessary. They can easily pull content from Google Workspace apps and drag and drop it into grids or templates. They can also co-edit projects, add comments and manage access like they would in Docs.
9. Get AI-powered productivity and insights
Google Workspace leverages machine learning, natural language processing and other forms of AI to remove friction, automate simple tasks and equip your team with the data-based insights they need to make well-informed business decisions. For example, when employees book virtual meetings in Calendar, Google Assistant automatically finds a time and adds optimized rooms for each attendee. Smart Compose in Gmail can finish their sentences for them, while Nudge reminds them to respond to messages. Google Sheets is also integrated with BigQuery, so employees can manage, analyze and interpret large amounts of raw, real-time data with convenience. And now, with Gemini, you can take your organization even further and quickly craft messaging, evaluate large amounts of information, summarize documents or emails, and automate regular tasks with the power of generative AI. This gives marketers time to focus on higher-value strategic and creative workstreams.
Even better, businesses using the latest Samsung mobile devices like Galaxy Z Fold6 can really make the most out of Google Workspace. For example, it already offers Circle to Search with Google, a feature that makes it easy to look up any details about text and images on the screen. There’s also hands-free videoconferencing thanks to FlexMode, where you can sign into Google Meet live sharing and turn on your camera, making it an incredibly useful on-the-go productivity feature. If you happen to be on a call with customers or coworkers speaking in a language other than English, you can use Live Translate, a Galaxy AI1 feature that enables you to communicate clearly without a language barrier.
Companies that use Galaxy Z Fold6 can also get special offers to use Google Ads, which can help you discover and reach customers who are looking for the kind of products and services you offer online. This not only includes marketing on Google Search but via Gmail, YouTube and the Web.
10. Enable a consistent experience across devices
Google Workspace works on any internet browser, but Google Chrome offers the best experience. Users can set up a Google Chrome bookmark bar and synchronize Chrome across all the devices they use to access Google Workspace, so whether their employers are using a smartphone, tablet, or laptop, they can maintain access to an optimized desktop.
Discover more essential apps to empower your growing business — and explore exclusive business pricing, financing and trade-in options, and other deals on everything from phones and tablets to monitors and memory.
1Galaxy AI features by Samsung will be provided for free until the end of 2025 on supported Samsung Galaxy devices.
Small businesses are more optimistic about their future than ever, but realizing their potential will likely mean juggling content creation with a slew of other priorities.
Economic challenges such as high inflation, for example, mean entrepreneurs have to make sure they have enough revenue coming in. A good team can help, but job vacancies can be difficult to fill when talented staff leave for another position elsewhere. This is on top of dealing with ongoing supply chain issues and juggling customer service issues.
As a result, small businesses need to be extra productive and efficient in everything they do, from capturing information about new customers to developing marketing materials that build brand awareness and affinity.
Samsung Galaxy Z Flip6 was designed with these small business needs in mind. It’s a foldable mobile device offering a compact design, flexible connectivity and convenience for professionals whose work takes them from the office to their home, customer sites, industry events and beyond.
When you break down what small business employees do throughout the day, a lot of it involves content capture. In other words, you and your team often need to take photos and videos to pitch customers and collaborate with coworkers on critical tasks. Here’s how the Galaxy Z Flip6 makes those processes easier and more streamlined than you might have thought possible:
1. Super-steady shots, without the tripod
Social media platforms like Facebook, Instagram and TikTok are great marketing platforms for small businesses that want to showcase their products and services. For instance, you might want to photograph your company’s presence at a festival or trade fair or film a clip highlighting your expert team’s customer-friendly service. But when a photo is blurry, or video footage is shaky, it’s not usable on social or anywhere else.
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Galaxy Z Flip6 FlexMode automatically adjusts the device’s user interface layout when folded halfway to create an L-shape. This lets you shoot images at the perfect angle, including long-exposure images, by standing it up on a surface rather than fiddling with a cumbersome tripod.
A wide lens could be ideal for taking a photo for your “About Us” page featuring your entire team, while the ultra-wide lens gives you a panoramic view to capture all the customers attending your product launch or other event.
2. Hands-free filming
Sometimes, the content capture you need to do for business purposes requires coming out from behind the camera and getting in on the action. Think about the opportunities to provide an on-demand demo or explainer video of your product for YouTube or interview one of your most loyal customers to create a testimonial clip for your website.
Traditionally, this has been difficult or impossible without a coworker nearby to help. Galaxy Z Flip6 provides another option thanks to FlexCam with Galaxy AI.* Whether you’re taking shots of team-building exercises or conference attendees, FlexCam can automatically keep everyone in frame and zoom in for an incredibly clear photo.
3. Clear picture-taking at any time of day
Portrait Zoom is a feature that lets you get the close-up you need to convey exactly what you want your audience to see, thanks to a 10x improvement in zoom power and quality based on multi-frame processing. When held in FlexMode, Galaxy Z Flip6 lets you easily control the cam with one hand and use Smooth Zoom control to easily capture product demos, site tours and more.
There’s also Hyperlapse, which can record at various frame rates if you want to walk through the key features of a product or service at a pace that makes it easy for your audience to take it all in. Finally, Night Mode and Night Hyperlapse can ensure your business photos and videos look great even when the lighting is less than ideal.
Using Galaxy Watch7, for example, you don’t even have to reach for your smartphone to push buttons when capturing content. Just make the right gestures, and the watch will control Galaxy Z Flip6 to zoom in for a better angle, crop your photos or perform other processes.
5. Work at the speed of business
Once you get used to taking pictures or videos on your smartphone, it becomes essential to your routine. Attending an industry event where the keynote speaker puts up a slide with details you want to discuss afterward? You’ll only have seconds to take a picture of it. Meeting with a client who outlines their key challenges and priorities on a whiteboard? You won’t want to waste much time snapping that, either.
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Galaxy Z Flip6 includes Quick Shot, which accelerates your ability to get the images you need by taking photos even when the phone is folded.
6. Carry a studio in your pocket
You shouldn’t have to wait until you get back to the office and connect to your PC to begin enhancing the content you’ve captured. Galaxy Z Flip6 can ensure you’re always ready for your preferred way of taking pictures and videos by using the Quick Settings panel. This is where you can select or change everything from the timer to the aspect ratio, motion photos and Super Steady settings.
Quick Viewing, meanwhile, allows you to check what you’ve just captured and select the best photos or video footage to use. This can save time and hassle if you must retake the photos with employees or customers.
Galaxy Z Flip6 also provides Photo Assist with Galaxy AI to process your content. This way, if you’re shooting at home or on the street, you can make the photos look more professional by switching the background or adjusting the lighting.
Content creation for small businesses doesn’t have to be difficult. With a Galaxy Z Flip6, you can reach new levels of creativity to help drive more leads, build your brand and achieve other critical business outcomes.
Sign up for a Samsung Business Account to get exclusive offers, including volume pricing discounts, onGalaxy Z Fold6 and Galaxy Z Flip6 today. If you’re not currently an Android or Galaxy user, make sure to try Galaxy for Work on your current device today.
*Galaxy AI features by Samsung will be provided for free until the end of 2025 on supported Samsung Galaxy devices.
Situational awareness is one of the greatest challenges facing incident commanders, whether they are in charge of police, fire rescue, emergency medical services (EMS) or a combination of these agencies at an emergency scene.
Knowing where personnel and equipment are at any given time is critical to making the best command choices throughout an event. Without this knowledge, incident commanders can’t deploy resources effectively. They also can’t stay ahead of emerging threats or protect first responders and the public from harm simply because command lacks a unified operational view of the unfolding scene.
Why LMRs aren’t enough
First developed in the 1930s, land mobile radio (LMR) has come a long way in providing situational awareness for incident commanders. But even with post-9/11 improvements, like Project 25 (P25) radios that are compatible across manufacturer brands, LMRs cannot deliver everything that is possible with today’s mobile technology. Their reliance on dedicated transmission towers limits these radios’ coverage and channel capacity. The data throughput supported by digital LMR, compared to 5G smartphones and tablets, is also minuscule.
That’s not all: LMR-based communications systems are unable to track first responders’ field locations, leaving incident commanders in the dark as to their personnel’s positions and possible needs for assistance. Voice-based LMR communications can also become garbled and hard to understand, while ruggedized laptops running over LMR are not sufficiently mobile for individual officer carriage.
Computer-aided dispatch (CAD) systems that interconnect to LMR can’t share mapping data with officers over radios, nor can they transmit building floor plans, drone footage and other useful graphics. Nor can first responders shoot and share photos and videos using radios.
For these reasons and more, first responder agencies have been turning to secure mobile communications — such as rugged 5G-connected tablets and push-to-talk (PTT) capable smartphones — to vastly improve the scope, reach, and reliability of their situational awareness communications.
Why mobile makes sense
Mobile is a 21st-century technology that is constantly improving in capacity, speed and capability. Mobile offers access to a large range of communications enhancements through mobilized public safety apps.
It’s a ubiquitous, data-rich broadband platform that leverages all of the transmission, application and device functionality advances driven by billions of users. Most importantly, mobile is a technology that today’s first responders intimately understand. It’s an essential part of their daily lives — from home to work and everything in between.
Mobile for first responders
First responders require specialized vehicles and equipment that are more robust and rugged than what consumers use. The same is true for specialized smartphones, smartwatches and tablets that are making their way into public safety and federal applications. These devices are similarly hardened to meet military-grade standards for toughness and all-weather conditions, while the applications they run are laser-focused on enhancing situational awareness in complex emergency situations.
With these mobile devices, dispatch can track every first responder’s GPS location in real time and send help if their heartbeat, as measured by their smartwatch, gets dangerously high. Dispatch can also provide first responders with maps containing driving directions, alerts to obstructions and roadblocks, and drone and ground footage of the incident scene as they come in.
Are other units and agencies responding to the scene? Dispatch can provide the mobile-equipped first responder with mapped data on which vehicles are coming and how far away they are. Have the perpetrators been identified and located? Dispatch can mark this data on the first responder’s mobile maps. Has a first responder filmed a smartphone photo or video of something everyone else needs to know about? This information can be sent to dispatch and then transmitted to the rest of the response team immediately.
Mobile in action: The Corona Fire Department’s ATAK
California regularly experiences fast-moving, hard-to-contain and highly destructive wildfires. The Corona Fire Department (CFD) is one of the agencies fighting them. This is why the CFD has vastly improved their situational awareness by deploying the Android Team Awareness Kit (ATAK). Developed for the U.S. military to improve situational awareness for troops and their commanders, ATAK overlays data from multiple sources and unmanned aerial vehicle (UAV) video onto one 3D mobile map that personnel can view in the field and edit as they go.
The CFD’s ATAK-enabled firefighters now carry Samsung Galaxy smartphones, while their commanders use Galaxy tablets to fully utilize ATAK capabilities when overseeing an incident scene. ATAK boosts their situational awareness and reduces distracting radio chatter, while Samsung Knox encryption3 shields the CFD’s data from unauthorized eyes.
One tough tablet
First responders know how much wear and tear electronics can suffer at an incident scene, and why only the toughest of mobile devices endure. Samsung has been addressing the need for ruggedized devices for years, and its newest iterations, the Galaxy Tab Active5 and Galaxy XCover6 Pro, have the toughness and feature set that incident commanders and first responders need.
The Galaxy Tab Active5 is a ruggedized Android tablet that is MIL-STD-810H-tested2 and is IP68 dust and water-resistant. It has a long-lasting, replaceable battery and a responsive touchscreen even if the user is wearing gloves. The Tab Active5 also comes equipped with 1-year of Knox Suite1 — including defense-grade security, and remote and device management.
Both tablets also support the Samsung DeX mobile-powered computing platform, which is rapidly being adopted for in-vehicle use. By connecting to a keyboard and touchpad, the user instantly has access to a PC-like computing experience that can also support an external monitor.
PTT-capable smartphones
For first responders in the field, Samsung’s Galaxy XCover6 Pro provides rugged performance and is purpose-built for PTT communications.
Like the Tab Active5, it has been tested against MIL-STD-810H standards4 and meets the IP68 standard for resistance to water and dust5. It also features glove-friendly physical buttons that can be programmed for navigation, PTT or to send location information. A long-lasting, replaceable battery means the Galaxy XCover6 Pro can be shared by first responders across shifts. And yes — it’s secured by Samsung Knox as well.
Mobile technology can provide government agencies with unprecedented situational awareness and communications. Devices like the Galaxy Tab Active5 and XCover6 Pro combine advanced capabilities with a field-proven rugged form factor to empower incident commanders and first responders to protect the public like never before.
1Enterprise Edition devices are sold with one free year of the entire Knox Suite, following that first year, plans are sold based on MSRP or price end user paid, whichever is less. Total duration includes one year of standard limited warranty. Labor-only costs for mechanical and electrical breakdown are covered from date of purchase. Both parts and labor costs are covered after the manufacturer’s warranty expires through the plan term.
2These devices passed military specification (MIL-STD-810H) testing against a subset of 21 specific environmental conditions, including temperature, dust, shock / vibration and low pressure / high altitude. Real world usage varies from the specific environmental conditions used in MIL-STD-810H testing. Samsung does not guarantee device performance in all extreme conditions.
4These devices passed military specification (MIL-STD-810H) testing against a subset of 21 specific environmental conditions, including temperature, dust, shock/vibration, and low pressure/high altitude. Real world usage varies from the specific environmental conditions used in MIL-STD-810G testing. Samsung does not guarantee device performance in all extreme conditions.
5Water resistant in up to 5 feet of water for up to 30 minutes. Rinse residue/dry after wet.
In today’s digitally transformed enterprise, mobile devices have become essential business tools, capable of supporting virtually every worker in their daily tasks. But for IT leaders, this has created a new challenge of managing and optimizing smartphones and tablets to efficiently serve such a diverse set of business roles.
To maximize productivity and ensure security, administrators need greater control over how devices operate, which apps are installed, and the networks they connect to. Samsung’s Knox Configure gives them that control.
Granular device configurations allow your IT team to ensure that corporate-liable devices like Galaxy Tab S9 won’t leak information or expose the company to security vulnerabilities. Whether you’re deploying a few dozen devices or a few thousand, Knox Configure can make the job easier.
What exactly does device configuration mean? With Knox Configure, it means being able to control and customize almost every aspect of the device, even without unboxing.
Seamless, out-of-the-box setup
Knox Configure gives you full control over the features your employees can and can’t access on their corporate-liable devices. You can set up each device according to the employee’s company role or security clearance. You can also provision content and apps, disable other preloaded apps employees don’t need and even rebrand your devices with a custom boot animation.
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Essentially, Knox Configure allows the mobility manager to create a gold master image that’s automatically applied to all end users’ devices. In the Knox Configure portal, admins can upload a list of deployed devices and assign them predefined profiles, tailoring the devices to various business needs. Rather than going through setup wizards or other complicated steps, employees get mobile devices automatically provisioned and configured as soon as they’re powered on and connected to a network. And IT managers don’t have to sink time into manually configuring each device one at a time. This can also be done after a device needs to go through a factory reset.
Advanced device provisioning
One of the most important settings on any mobile device is how it connects to the world. Connectivity is necessary for improving employees’ productivity, and there’s rarely a reason to disable this access for standard usage. However, when employees are accessing highly sensitive information, you may have to limit connectivity to ensure data security.
By using Knox Configure, you can control Wi-Fi, LTE and 5G connectivity, and even set up mobile network Access Point Name (APN) configurations. You can turn off GPS, Bluetooth and near-field communication (NFC) or enable Flight Mode. These are especially vital controls for specialist industry use cases or employees handling sensitive data.
However you configure your devices, Knox Configure prevents your employees from reversing these settings, even with a factory reset. You maintain stronger control over how data flows in and out of your network — and, more importantly, who can access it.
Building on these capabilities, the Knox Configure Dynamic edition makes it easy to keep corporate-liable devices on the latest settings so they’re always up to date.
Create purpose-built mobile appliances
Almost every feature on your mobile devices can be customized with Knox Configure according to your unique business needs. You can help minimize employee interference with device settings or eliminate interference for customer-facing devices. By setting up a Galaxy Tab S9 as a self-serve kiosk, for example, you can provide wayfinding information for hotel guests or have visitors check in when they arrive at an office. You can further customize the UX by modifying the standard UX and locking down the device to a single app, transforming mobile devices into tailor-made business tools.
You also limit potential security vulnerabilities by preventing certain features from being tampered with. If a configured device is lost or stolen, you can reset the device remotely and prevent data leaks by disallowing files from being copied to an SD card or USB storage.
For devices used in highly sensitive areas, you can use Knox Configure to disable the microphone, camera, or screen capture and limit recording capability. You can also limit communication by locking SMS and MMS message access.
Brand your configured devices
The employee experience can make all the difference in improving your business performance. You can add a personal touch to their mobile devices by using Knox Configure to create a fully company-branded experience from the moment an employee powers on their device.
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You can further personalize their devices by preinstalling specific business apps over the air or adding shortcuts, like an icon that goes straight to the company’s homepage. For customer-facing devices, a shortcut to customer support can help ensure a smooth transaction.
Flexibility for multiple users
When multiple people use enterprise smartphones and tablets, IT usually faces a number of issues around device configuration. But with Knox Shared Device, IT can let multiple users access the same device without sharing data. Individual settings, accounts, apps and policies are exclusively applied to a single user account. Data doesn’t pass between accounts and is cleared when a user logs out. Each user logs into the device with a separate account (with their Active Directory credentials) and only manages their files and apps.
Mobile devices have become ubiquitous and increasingly diverse, but they don’t have to be hard to manage. Knox Configure offers dynamic capabilities to meet your unique business needs, whether you pair it with a mobile device management (MDM) solution or not. With Knox Configure, you can enjoy the benefits of standardized, consistent and secure mobile devices — and plenty of room to innovate.
Pairing an MDM solution with Knox Configure can extend your management capabilities. Find out why your business should deploy MDM solutions. One such solution, Knox Manage, allows your IT team to manage devices from an intuitive cloud-based console.
Insurance customers value clarity and transparency, but many struggle to understand their options when selecting the right policy for their needs. When these essential elements of a good insurance customer experience are not in place, customers may become confused and frustrated, potentially abandoning their search for coverage or discontinuing the policy they already have. Here’s why insurance transparency matters and how to provide it.
Customers expect clarity and transparency in insurance
When customers request a quote for an insurance policy, they expect to receive clear and comprehensive guidance on what it covers, including any applicable fees. This way, they can make an informed decision on whether the policy is worth their investment. However, the challenges in transparency can prevent them from confidently reaching a conclusion.
According to an IDC infographic sponsored by Samsung, Shaping the Future of the Insurance Agent: From Order Taker to Caregiver,1 53% of U.S. consumers express confusion when comparing quotes and coverage options. This is especially true for marginalized groups, such as the less affluent or unemployed, who are sensitive to price fluctuations.
Fifty-one percent of customers report frustration due to the lack of clear information, particularly when it comes to understanding the terms and conditions and fine print covering the implications of various scenarios. This dissatisfaction is especially pronounced among Gen Zers, who expect the same transparency that tech giants and e-commerce platforms provide.
Unclear policies make it hard to earn and keep customers
When customers are unable to understand the value of their insurance policy, they may not move forward with a purchase. Even customers who have already taken out a policy may decide it’s not worth it in the end if they aren’t sure how it benefits them. In a challenging economy, customers may be especially incentivized to trim what they see as an unnecessary expense from their budget.
According to research from McKinsey, 40% of insurance customers who considered canceling their policy were doing so because they believed the policy wasn’t necessary or because they thought that it didn’t provide sufficient value. When this happens, insurers may lose out on valuable opportunities not just to earn new customers but also to keep the ones they’ve already won.
Tips for improving insurance transparency
Companies should shift more of their focus on improving the customer experience by overcoming these common barriers to attract and retain customers.
1. Keep customers’ goals in mind
They should begin by embracing their customers’ goal: to gain a clear and concise understanding of all product information. This way, the customers can understand the corresponding coverage, compare it to what is available in other products and decide how to proceed without wasting time trying to figure out what each policy includes.
2. Use clear and effective messaging
Insurance companies should also clearly communicate how their products align with the communities they serve. A great place to start is by creating clear and accessible messaging that effectively demonstrates how their policies meet their customers’ needs. This messaging could be tailored to specific demographics — for example, highlighting pricing transparency for Gen Z customers or accentuating the unique insurance requirements that members of the Silent Generation (aged 75 and older) have compared to their younger counterparts, as noted by the IDC infographic.
3. Offer personalized insights
When a customer reaches out to inquire about coverage options, insurers should provide them with the personalized insights they need to make an informed decision. Smart analytics can accelerate this process, providing the clarity and transparency needed for the customer to feel comfortable deciding. For example, technology solutions can help insurance agents pinpoint specific aspects of coverage that an individual customer needs, so they can quickly ascertain whether a particular product is right for them.
Build lasting customer relationships with transparency
Transparency in insurance isn’t optional anymore — not to today’s customers, especially those hailing from younger generations such as Gen Z. Transparency inspires trust and empowers customers to make informed decisions. Insurers can enable this essential transparency by creating clear messaging about how their products meet their customers’ needs and using smart technology to help agents quickly provide personalized service. By putting customers’ priorities at the center of the experience they provide, insurers can build lasting relationships that create value for everyone involved.
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1IDC Infographic, sponsored by Samsung, Shaping the Future of the Insurance Agent: From Order Taker to Caregiver, #US51998324, April 2024.
For workers lugging heavy laptop bags and businesses seeking to provide employees with flexible technology for working remotely, sleek and powerful tablets hold a lot of appeal. But for a tablet to be your go-to device for important parts of your workday, it has to tick many boxes.
Samsung’s Galaxy Tab S10+ and Tab S10 Ultra do just that, combining PC-like performance with smart multitasking features that make for a powerful productivity tool, whether you are on the go or at a desk connecting to a monitor.
Samsung has been refining its business-focused tablet line for some time. The original Galaxy Tab S, released in 2014, was its first foray into designing an Android tablet specifically for business multitasking. Over the years, it hasn’t stopped innovating, adding an advanced S Pen — which is included in the box at no additional cost — compatibility with Samsung DeX, and boosting storage, memory and battery life.
The Galaxy Tab S10+ includes a 12.4-inch anti-reflective display, while the Tab S10 Ultra boasts a 14.6-inch screen with a 16:10 wide ratio while retaining the thin, light form factor. Both come in moonstone gray and offer wide-angle, front-facing cameras and integrated video calling.
The Galaxy Tab S10 line also recognizes a business’s unique connectivity needs, with Wi-Fi 6E support available on Galaxy Tab S10+, Wi-Fi 7 on Tab S10 Ultra, as well as 5G support and a dual SIM that could be leveraged in organizations that use a private network.
Best of all, the Galaxy Tab S10 line now comes packed with incredible Galaxy AI* features that give tech trailblazers a creative studio with unique ways to create content while enjoying maximum productivity. And the included precise S Pen makes the Galaxy Tab S10 models the most optimized for AI-powered creation.
For a deeper dive, here are 10 reasons to replace your laptop with Samsung Galaxy Tab S10+ or Galaxy Tab S10 Ultra:
1. A large screen with optimized intelligence to show your products and ideas
With remote and hybrid work now the norm, having an effective work setup wherever you log in has never been more paramount. With a 14.6-inch display, larger than what’s available on most notebooks, Galaxy Tab S10 Ultra certainly meets that criteria, and anti-reflection ensures you don’t miss anything, even in sunny outdoor settings. Add in the Dynamic AMOLED 2X display that guarantees sharp contrast and color quality — including a Vision Booster that uses an intelligent outdoor algorithm to adjust the illumination — and you won’t miss a beat, even on the go.
Laptops might be the primary office companion for some, but tablets offer a new world of features for those looking to tackle productivity outside the office. Samsung Galaxy Tab S10+ and Tab S10 Ultra’s large screen means you can see the results of translation, summary, and search at a glance. This allows you to replace your laptop with a tablet, so you can enjoy a lightweight, portable solution with the processing power to move you through your day.
2. Greater productivity with customizable multi-window layouts and Circle to Search with Google
Many of us spend our workdays juggling tasks like responding to email messages, entering data into business applications and managing key performance indicators on a web-based dashboard. This becomes harder when you have to jump in and out of each application constantly.
The Galaxy Tab S10 lineup goes beyond the fixed layouts of earlier generations with diverse multi-window layouts. This makes it easy to participate in a video call while taking notes or show product images to a customer with a payment application for when they’re ready to take the next step. You can adjust the height and width of each layout to create the ultimate personalized workspace.
You can avoid toggling in and out of applications and a search engine by using Circle to Search with Google. It’s an AI-based feature that lets you simply draw around a word, image, or object on the screen and immediately get more details or answers to common questions through Google, with results displayed on a side panel. If you find something in a foreign language, you can overlay translation on any screen.
As you check out content online, Browsing Assist can help you make sense of what’s on the pages by creating precise summaries.
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Of course, multitasking isn’t just about doing more than one thing at a time but working accurately and precisely. This is where Drag and Split comes in, allowing you to show the current page of an app and then new content in a split view. Making quick visual checks like this can help keep your projects moving forward. Galaxy Tab S10 models also include an enhanced document scanning capability to digitize all your documents and reports.
3. Processor power to handle the most demanding business applications
If your Galaxy Tab S10+ or Tab S10 Ultra is going to replace your laptop, it needs powerful internals to match.
The Mediatek 6989 is faster than its predecessors, providing the performance necessary to run bandwidth-intensive apps in real time. Galaxy Tab S10 Ultra comes in three configurations and the Tab S10+ in two configurations, which can be extended to 1.5TB with an external microSD card:
Galaxy Tab S10 Ultra
16 GB + 1 TB
12 GB + 512 GB
12 GB + 256 GB
Galaxy Tab S10+
12 GB + 512 GB
12 GB + 256 GB
Galaxy Tab S10 Series also comes with built-in enterprise-grade security and management through Samsung Knox, offering a range of multi-layered encryption options to guard data at rest and protect data in transit.
4. PC-like productivity via Samsung DeX
You don’t need to forfeit the experience of a full desktop when you use a tablet. Samsung DeX allows you to use your tablet like a traditional PC — with access to multiple windows, drag-and-drop functionality and more.
Either connect any Galaxy Tab S10 to a monitor using a USB-C cable or wirelessly cast to any Miracast-enabled TV. DeX also makes working with virtual desktop infrastructure (VDI) applications more intuitive than ever, connecting to your virtual desktop PC from practically anywhere.
DeX also supports app window transparency as a normal mode and provides both a portrait or landscape mode.
5. Digital note-taking and drawing to transform paper processes
Here’s something you can’t do on a traditional laptop: Draw, write and take notes, all with an included S Pen. Sketching ideas and annotating PDFs is a breeze in the updated Samsung Notes app. No matter what apps or tools you use, the latest Samsung Notes can assist with any note-taking task. For example, you could upload a PDF, some text or a recording of your voice. Samsung Notes can transcribe, translate and check the spelling automatically.
Samsung’s smart stylus stores and charges directly on the back of Galaxy Tab S10+ and Tab S10 Ultra, so you never lose it. You can even use the S Pen to navigate presentations with an in-air mouse. An optional S Pen Pro2 delivers even greater performance with a 60-degree tilt, pressure sensitivity and the choice of tips specifically designed for writing or drawing.
Features like Note Assist with Galaxy AI, meanwhile, can help boost your productivity by organizing everything you jot down with your S Pen and summarizing it, so it’s easy to find the key details. It can even convert your notes from one language to another.
6. Speedy connectivity wherever your workday takes you
The rise of hybrid work models means you might be doing your job at home as much as the office. Galaxy Tab S10+ and S10 Ultra ensure you can stay connected with Wi-Fi 6E and Wi-Fi 7 respectively for a reliable mobile experience.
For those who need flexible connectivity for productivity anywhere, Galaxy Tab S10+ offers faster and more secure Wi-Fi 6 and 5G.
Strong connectivity is critical when you’re working independently or communicating and collaborating with others. The Galaxy Tab S10 models also enhance those areas with Galaxy AI features like Chat Assist, which can tailor your messages to sound more professional or casual, depending on your recipient.
Then there’s Live Translate, which can translate your speech in real time, whether you’re talking to an international client or chatting in person with someone more comfortable speaking in a language other than English.
7. Keyboard usability that lets you tap into AI
A touchscreen is great for being productive on the go, but what happens when you want to sit down and edit a document, a video or put together a slideshow?
The Galaxy Tab S10 Ultra’s 2-in-1 Book Cover Keyboard provides the same keyboard functions as a PC with a full-size, backlit keyboard, which has convenient shortcuts for DeX and your favorite apps. AI hotkeys on the Samsung keyboard add even greater functionality. You can make a short press to enter a prompt like “Book a flight to New York” or make a long press to have your tablet listen as you ask something more complex. You can even wirelessly share the keyboard between your tablet and phone.
Let’s say you’re using your keyboard to help make that slideshow. If you include images you’ve taken, Generative Edit can turn every photo into a masterpiece by adjusting colors, removing unwanted objects, and making other suggestions. When you’re using your tablet to edit videos, Instant Slow-Mo can transform your footage into more engaging clips.
The book cover offers various standing modes optimized for different uses, like creating versus presenting content. Enjoy the convenience of having your screen automatically turn on or off when you open or close the cover. Meanwhile, a Note View cover is optimized for natural note-taking when using the S Pen.
8. A camera to enhance and bring convenience to video calls
We’re now as likely to be gathering for meetings on screen as we are in a boardroom, so how we present ourselves and see each other on video needs to be as professional as possible.
Both Galaxy Tab S10 devices feature large screens that lend themselves to an immersive experience. The models also feature an ultra-wide front-facing camera with auto framing, which even works in dynamic situations. A three-way microphone and noise cancellation capabilities can improve sound quality, and a feature called AI Super Clear Voice can smartly analyze sound sources to isolate and boost your voice while suppressing other sounds.
Talking to someone who speaks another language? Use Interpreter with Galaxy AI to instantly translate a recording of your call to be read aloud or as text.
Samsung also offers higher-quality integrated video calling thanks to partnerships with leading platforms like Cisco Webex. With a press of a button or an air gesture with your S Pen, you can mute your mic, control your camera, or end the call.
Once your video call ends, you can lean on Transcript Assist, a Galaxy AI feature that intelligently recognizes different speakers and creates transcripts in your preferred language.
9. Access to pro-level and B2B-specific apps
When you invest in the best mobile hardware, you want to be able to run the best software as well. The Galaxy Tab S10 line supports some of the most popular professional productivity apps, such as GoodNotes, which makes it even easier to handwrite on a tablet screen, and ArcSite, which facilitates quick and easy CAD/CAM designs.
These flagship tablets seamlessly integrate with the Microsoft Office suite, allowing business users to effortlessly access Excel, PowerPoint, Word, Teams, and more while on the go, ensuring productivity and collaboration wherever they are.
Samsung has also forged partnerships with software providers that specialize in serving business-to-business (B2B) processes. Galaxy Tab S10+ and Tab S10 Ultra users can leverage Wrike or Notion, for instance, to tap into enterprise-level project management capabilities or Zoho Campaigns to run their e-marketing efforts. Folia, meanwhile, is great for reviewing documents and making annotations with your S Pen, and Bigin gives Galaxy Tab S10+ and Tab S10 Ultra users access to customer data via a mobile CRM.
10. A connected experience to work seamlessly across your entire Galaxy ecosystem
Emailing files or images from your phone to your PC is annoying, as is constantly connecting and reconnecting accessories like earbuds.
The benefits of switching to Galaxy Tab S10+ or Tab S10 Ultra include a connected experience with other Samsung Galaxy devices. That way, you can instantly access Samsung Notes content from a Galaxy Z Fold6 on your Galaxy Tab S10 Ultra or set it up as a second screen. Your Galaxy Buds3 Pro can also easily switch between Galaxy Tab S10+ and other Galaxy devices.
Does Galaxy Tab S10+ and Tab S10 Ultra offer the right devices for your business needs? Read on with this overview of Samsung’s tablet offerings. If you’re not currently an Android or Galaxy user, make sure to try Galaxy for Work on your current device today.
*Galaxy AI features by Samsung will be provided for free until the end of 2025 on supported Samsung Galaxy devices.
Forward-thinking restaurants have learned through experience that self-ordering kiosks pay more than they cost — creating a significant return on investment (ROI). That’s because self-ordering kiosks bring restaurants multiple business benefits. Not only do kiosks meet changing consumer preferences for self-service and enhance the customer experience, but they also streamline operations, reduce labor costs, and boost sales and profitability. Here’s how kiosks can help save companies money and increase sales.
Satisfy customer preferences
Customers love self-service, and it’s becoming increasingly urgent for businesses to adapt and meet this growing preference. More than 4 in 5 Americans said they prefer using self-service kiosks, and 66% said they would choose one over a manned checkout, according to a 2023 PlayUSA survey. Another 14% admitted they would wait for a self-service kiosk even if a staffed checkout had no line. The reasons varied, with 71% saying it’s because manual checkouts take longer and 60% saying it’s because they don’t have to talk to people. Kiosks are great for introverts, too, as 61% said the technology reduced their anxiety.
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The popularity spans most age groups, especially among younger generations. In the same survey, 84% of Gen Z and 76% of millennials said they prefer using tech-based checkouts, as did 57% of Gen X. Only baby boomers preferred the personal touch of a human checkout. Kiosks also support a better customer experience for a wider customer base. For example, they can be programmed in several languages, better serving those who may feel more comfortable ordering in their native language. Customers also respond well to the improved accuracy provided by kiosks, reducing mistakes and ensuring customers get exactly what they want.
Reduce labor costs
Self-service kiosks make good financial sense, too. Employees have become increasingly difficult to attract and retain, especially in the restaurant business, but kiosks can help address the problem. While restaurants are hiring — the industry workforce is forecast to grow by 200,000 jobs for a total of 15.7 million by the end of 2024 — 45% of operators need more employees to meet customer demand, the National Restaurant Association’s 2024 State of the Restaurant Industry report noted.
Here’s where the self-service kiosk can play a critical labor-saving role, closing the gap between supply and demand — or rather, customer needs and available staff. With the kiosk handling many of the transactions, your employees can focus on more pressing needs that require a human touch. They can also be trained to handle new tasks. That translates into savings, too. For example, by deploying kiosks, a three-location ramen restaurant was able to eliminate a position at each location and cut labor costs by $1,050 per week, and a burger restaurant saved $499 per week, highlighted a white paper by Nanonation.
Increase profitability
Self-service kiosks not only enhance the bottom line through savings on labor costs, but they also boost sales for restaurants. This starts with the upsell, which human employees may or may not apply depending on various factors. Kiosks, on the other hand, always do, and that’s paying off. A new study found that customers tend to spend more when using in-store kiosks, as kiosks present options in a way that makes it easier for consumers to enjoy and indulge. At one taqueria, the white paper highlights, 8.2% of customers added a suggested item to their basket, increasing the average ticket price by $6.73. At the ramen restaurant, 12.7% of customers added suggested items, making their baskets worth 30.6% more than a standard basket.
The improved customer service the kiosks provide plays into this. Customers can browse and select items in their own time with no need for sales assistants — and at the mere press of a button. The kiosks may also upsell combinations and add-ons that customers or clerks might not think of at the time of ordering, and if kiosks retain customer data, they can adjust how and what they upsell according to the statistical insights. Kiosks can also promote seasonal menus and specials, and restaurant operators can make menu changes based on the time of day and item availability.
Return your investment
Self-service kiosks, such as Samsung Kiosk, pay for themselves in a relatively short time. Restaurants that implement self-serve kiosks can win tangible financial benefits, including the return visits of customers impressed by the service and user experience. This proves that self-service kiosks are not a cost to business but a means to success.
AI is all around us. But is it the next flavor of the month or a seismic shift in how we do business in the future? This question was asked at a roundtable discussion with various insurance industry executives a few months back. Surprisingly, not a single executive thought it was a “flavor of the month.” Rather, they all saw the potential in this game-changing technology.
While they agreed AI is a seismic shift, there were concerns about proving ROI and external use cases. This seems to be a common theme across insurance companies. According to Accenture, insurers are assessing AI from an ROI standpoint, particularly in the insurance claims process. As they do, they are confronting concerns about AI’s viability from a business and consumer point of view.
Concerns about AI in the insurance sector
Since risk management is in the very DNA of the insurance business, it is perhaps not a surprise that many insurers feel due diligence will be necessary before embracing a transformative technology like generative AI in insurance.
For starters, a global Workday study found that only 41% of surveyed insurance executives believe their organization has the skills to keep pace with emerging finance technology. Without the proper expertise in data science and other relevant fields, insurers may struggle to achieve their AI goals. In addition, claims adjusters and related personnel will require proper training to use AI for claims processing effectively. While useful, AI will not replace the human touch.
In addition, AI requires consistent access to a large volume of high-quality data to perform properly. Timely access, or even access at all, is not a given in an insurance context. As Risk and Insurance notes, data availability and ownership — already significant challenges in this sector — will become even more acute as insurers embrace AI.
For their part, consumers also harbor concerns about AI. Fifty percent of respondents to Insurity’s 2024 AI in Insurance Report oppose the idea of AI in claims management, and 45% don’t want it used in underwriting, either. As Insurity notes, consumers are especially skeptical about the notion of AI taking on more decision-critical roles in general.
Careful preparation is crucial to success with AI
When considering the question “How is AI used in insurance?” businesses must strive for a balance between innovation and due diligence. AI is a powerful tool, but it is still just that: a tool. Accordingly, insurers and the experienced professionals who work for them should consider AI a helper but not a replacement for human expertise and insight.
When it comes to implementing AI, it’s important for insurers to take a crawl, walk, run approach. Insurers should continue to explore low-risk, high-reward AI use cases to help claims adjusters do their jobs more efficiently. For example, AI could help detect and prevent fraudulent claims or offer predictive insights. Seeking partnerships with AI solution providers that integrate with internal apps is a strong approach as well.
To maximize ROI for AI investments, insurance companies should also ensure claims adjusters receive proper training on using it. Likewise, if they do not yet possess sufficient in-house expertise in related fields like data science, insurers should consider partnering with technology providers that have deep experience in the field. Insurers who carefully integrate AI into their claims processes will find themselves ideally positioned to maximize the ROI they seek.
Potential use cases for AI in insurance claims
The traditional claims process can be notoriously slow, burdening claims adjusters with reams of claims to manually review in a limited amount of time. According to a recent KFF study, even when patients received care from in-network physicians, insurer denial rates reached 49% in 2021. One insurer’s denials reached a staggering 80% in 2020.
Manual claims processes result in not just high rates of denial, but lengthy delays and errors, as well. Insurers could use AI to accelerate the claims process, simultaneously improving productivity, resolving a longstanding customer pain point and improving access to care. For example, healthcare providers and insurers could tap AI to handle unstructured data sets from multiple sources, significantly streamlining data entry. This step would increase accuracy, helping insurance claims adjusters make more accurate decisions and issue faster approvals.
Accenture notes that insurers are also considering whether and how generative AI in insurance could address looming workforce gaps in claims and underwriting. By leveraging AI to increase internal productivity and improve the insurance employee experience, insurers can build the capacity to navigate talent shortages with greater agility while improving their ability to retain talented claims adjusters.
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