AI as a Colleague, not a Challenger, in the Workplace
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With artificial intelligence increasingly used everywhere around us, the global AI market is forecast to reach $432.8 billion in 2022. As it becomes more prevalent, we sense a shift of emphasis to AI increasingly being viewed as a human enhancer. AI augments human performance, making it increasingly regarded as a colleague rather than a job competitor in the workplace.
Looking back, the first round of digital technology gave us email, with its benefits of ease of use and instantaneous delivery of information worldwide. However, that same ease of use, with a tendency to copy too many people and send messages out of regular hours, helped foster an “always-on” culture. Many people experience stress from email overload that reduces their efficiency rather than improves it. AI-driven smart tech offers the potential for us to automate jobs at a personal level, creating space for us to maximize human interventions.
How to plan introducing AI to your organization
As more and more organizations grasp the nettle of digitalization, either introducing AI or being left behind by their competitors is a key aspect. It’s useful to have a simple approach to address the challenge of adopting technology while remaining human-centered. One is offered in a recently published book called The Smart Non-Profit, co-authored by Alison Fine and Beth Kantar. It would seem to readily apply to commercial enterprises as much as non-profits.
Identifying pain points ought to be part of an initial benchmarking exercise. They could exist anywhere in Operations, Marketing and Sales, Finance, and HR. Or maybe they are a less obvious side effect of an ailing company culture, which AI would be able to identify to begin the process of introducing AI.
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CultureX harnesses AI developed at MIT, and can assess books and books worth of written content produced by employees. Content sources include personal reviews, employee review websites such as Glassdoor, internal surveys, and perhaps employees’ social media. Whether it includes the company’s email system can be a contentious personal privacy issue. Though with interpretation skills based on decades of evidence-led research and work with dozens of Fortune 500 companies, CultureX assesses a company’s culture with high accuracy and pinpoints concrete ways to improve it where necessary.
Cobotting
Cobotting is the use of a collaborative robot where humans and robots are working in close proximity, and the robots have a role as an assistant or guide so that AI augments human performance. They are increasingly used in Customer Service call centers. Robotic assistants can scan data for the best response to a customer need much faster than a human, and then provide the human call center agent with the solution. It’s been found to reduce agent stress, improve productivity, and reduce employee churn.
The Trevor Project, an American non-profit organization based in California and founded in 1998, provides crisis counselling to suicide-prone teenagers in the LGBTQ community. It created a chatbot named Riley to provide 24/7 training support to its volunteer counsellors, who focus on suicide prevention, by creating life-like scenarios for them to have to deal with.
At the Benefits Data Trust in Philadelphia, call center staff help callers navigate complex applications for public benefits. Public benefits like SNAP, WIC, CHIP, and Medicaid can help families in need pay for food, healthcare, housing, and more. Yet even before the pandemic, more than $60 billion in benefits went unclaimed each year in the United States. BDT staff have access to AI-driven support trained on thousands of interactions to identify and offer them the best solutions to give callers. The system can also pre-populate application forms.
For more, here is the link https://bold-awards.com/ai-augments-human-performance-in-the-workplace/