Artificial Intelligence (AI), Robotics RPA & Machine Learning - Are these tech creating Jobs viz-a-vis Improving Human Beings & CS/CX?

Deep Impact. Is the right phrase to define the impact of AI, RPA, and machine learning on the human race?

Yes, it is. Digital transformation is a part of every convenience you enjoy in your day to day lives. Therefore, organizations are embracing and adopting AI and robotics. The companies are virtually redesigning every job to create new categories of work. 

Talking to CBS news, Scott Pelly said that he believes about 40% of the world’s job will be replaced by robots and may have an effect on both blue collar and white collar jobs in his interview an interview for 60 Minutes . Individuals who support automation and artificial intelligence believe that it’s true some jobs will be affected; however, people will find new opportunities and take on new professions.

In 2019, this topic remains of great concern for Deloitte's Global Human Capital Trend survey respondents. About 64% cited that it is an issue of enormous importance in human capital. Is this concern about job losses realistic?

We believe that with the advent of digital transformation, human work is reframed and a new source of knowledge is created as well. In traditional jobs, the stable job roles were written with job descriptions and were supervised by top management. Now, there is an evolution of new posts, i.e., the existing job roles like “architect,” or “analyst”—are evolving into “super jobs.”

What is the impact of digital transformation on customer experience?

Today, you’re living in a world empowered by omnichannel mode of communication. However, few companies are still following traditional methods that make customers feel outdated.

AI can result in re-imagined customer experiences and improved end-to-end customer journeys. You may be wondering why we need AI in customer experience. Here’s the answer. Generally, CX data sets are quite rumpled due to the chaotic nature of customer behaviour. 

Customer service has an enormous makeover with the application of artificial intelligence. Also, it is not feasible for a customer service executive to understand and ingest the entire history of the caller before every conversation. AI has made this possible. 

Few live examples of advancements in customer service are:

• Chatbots: Chatbots streamlines the interaction between people and services, therefore eventually improves customers engagement process. It typically reduces the operational cost of customer service.

Regardless of the efficiency of chatbots, human intervention is highly needed to optimize any chatbot system. This is the area where new job openings are developing to monitor different processes and make the automated process run efficiently

• Virtual Assistants: Virtual assistants can be easily seen in any e-commerce store. They use AI to answer queries and also obey the commands of the users. They generally help the shoppers to find what they’re looking for. 

Many times the machine needs the assistance of human to complete its task. There are some very exciting emerging human-assisted technologies that leverage humans for advanced machine learning.

• Robotic Process Automation: RPA is recognized as one of the best digital solutions. Robotic Process Automation can enhance the customer experience by eliminating key errors, decreasing the processing time, and maintaining regulatory compliance. RPA can be a more useful way of securing a happy customer than anything else. 

Today, RPA holds the highest remuneration technology vertical and paying high salaries to be junior to senior positions. With these technologies, the boredom of the specific jobs will be removed delimiting the repetitive actions and may also assist developers in reorienting themselves

Cognitive analysis: Cognitive Analytics for Customer Insight gives Real-time Customer Experience Index that is consistent over operator companies. Also, it offers real-time data intelligence for off-the-shelf use events that increase human intelligence in networks, care, operations, marketing and management and to automate business methods, For instance, Autonomous care, Automated marketing engagements, and Automated SLA monitoring.

As per WEF - World Economic Forum, >50% of the Jobs in 2020 will require Cognitive or Problem-solving skills. Source

Visual IVR: It is a customer experience management platform that enhances the productivity of your company by giving the best customer service experience to your clients and an intuitive platform that allows you to do to various things such as build and customize mobile apps, Enhance ROI on your current IVR system, simply submit files, images, and videos from your mobile. 

As per the research conducted by smartcustomer.com Expect Channel Preferences to Change—and Change Again which included adoption of various channels

Bringing it all together

Today, all the businesses are crucial over-evaluating their impression via responses from their customers. The generation of tech-savvy consumers doesn't want to compromise and looks forward to rapid response and quality customer experience. It is only possible via exercising root level organization and skill transformation of existing employees by the implementation of technologies like Artificial Intelligence, Machine Learning and RPA in the area of customer services.

Due to this demand, job creation in these fields are much higher, and companies are creating new job roles to satisfy this demand. Don’t waste much time. Roll up your sleeves and look out for creating and measuring digital strategies to change the future of your business as a whole.

Good Luck!