Forget the hype: AI is creating the workplace of the future, right now

Conversations around artificial intelligence have always been highly charged – and often distorted by plenty of hype.

This started way back in the 1950s, when we first asked those big questions about AI’s potential. Can we develop an electronic thought process? Can we create self-learning? And ultimately, can a computer be smarter than a human?

Over the decades, science fiction has shown us depictions of a future dominated by AI, rendering humans obsolete and sometimes even traveling back from the future to finish us off like The Terminator. And meanwhile, in the real world, we’ve had thought leaders like Stephen Hawking warn us that AI could lead to humanity’s downfall.

While I’m not saying that businesses are worried about an impending AI-led apocalypse, this context is relevant to how the technology is approached in the business world.

There’s still a tendency to see AI as out of reach for most organisations – a facet of the workplace of the future, one that may even put people out of work.

As such, many leaders risk missing the ways that AI is already transforming the workplace today or the many simple ways to use the technology.

AI has been part of the digital world for a long time. But Covid-19 has catalysed even greater change, and AI is shaping the next generation of workplaces right now.

There are plenty of opportunities to use AI today – and organisations that can take advantage of its capabilities will not only recover more quickly, but prosper, in the years ahead.

Behind the scenes helper

AI has been creating value in businesses for many years, not only by taking over risky work but eliminating repetitive, manual and cumbersome tasks.

It’s difficult to pinpoint exactly where AI first entered the business world, but it was probably back in the 1960s when General Motors started using a robotic arm to perform tasks dangerous to humans, like welding and diecasting.

However, the technology has really taken off thanks to the digital world. We’re living at a time when everything connected to the Internet generates and collects vast amounts of data. That data enables AI to learn and perform tasks that humans simply can’t.

You might even be using AI in many ways “behind the scenes” without realising. It touches our lives every day. Even as I type, it’s AI inserting squiggly lines to highlight my errors – so I don’t need to double check my spelling and grammar.  

But now, with Covid-19, the adoption of digital technology has gone through the roof, with the massive – and rapid – digitisation of the working environment. And importantly, AI has been instrumental in helping everyone to adapt to the realities of the socially distanced workforce.

Adapting to change

The workplace of 2020 has been very different to any before it. Our days have been punctuated by dogs barking, family members walking into shot and critical meetings set to the soothing sounds of a neighbour’s leaf blower.

These are all completely normal – and even nice – elements of working from home. But it’s not always ideal, so AI has found a niche in this new working environment.

The technology can help us to maximise the value of our digital interactions and eliminate distractions. For example, what about virtual meetings that can automatically blur backgrounds and mute unexpected sounds, for a more focused digital workplace?

AI can also support social distancing in other kinds of workplaces, to keep employees safe. During the first peak of the pandemic in March and April, many hospitals risked being overwhelmed by the sheer numbers of patients arriving – placing many staff at risk of contact with highly infectious people.

But with a simple video conferencing device, nurses could start completing socially distanced administrative tasks from a nearby room or behind a glass partition. This enabled these keyworkers to stay safe, while preserving meaningful conversations with patients when they needed it most.

As offices and workspaces gradually reopen, AI can support employee safety. It might be by setting up AV equipment for voice-controlled, contactless meetings or by helping monitor the capacity of each room for social distancing purposes.

The technology is helping businesses to respond quickly to the temporary needs of the pandemic – and increasing resilience against any future changes.

But what’s perhaps more exciting are the longer-term opportunities of AI to create a more enriching, productive work life going forward.

The evolving workplace

Although social distancing won’t last forever, the events of 2020 have sparked permanent changes to how we work. It’s clear that going forward, we’ll have a new hybrid workforce where some people are in the office and others work from home, with many anywhere in between.

That means we have the opportunity to take advantage of the adoption of technology to create much better digital experiences in the workplace, through artificial intelligence. And importantly, there are simple steps that can be taken to make it happen.

AI tools can already ensure high quality collaboration experiences for people wherever they are – and ensure that people who aren’t physically present don’t become second class citizens.

The technology can also improve the productivity of sessions, producing live transcriptions as people talk to eliminate manual notetaking and even pulling out actions, to ensure that people follow up on the steps discussed. Extend this to translation and the digital meeting ensures that language is not a barrier. This will improve the outcomes of meetings, without extra effort.

Employees will look for companies that embrace this new way of working. It’s not only about providing flexibility, but the tools and working environment for people to perform at their best.

By facilitating simple improvements, AI can help businesses to become the workplace of choice – inclusive for all and create the intelligent, productive organisations that will succeed.

Where to begin

Actively incorporating AI into your business starts with a change in attitude. Don’t be afraid of the technology – or think it’s not for you or your company.

Companies that look to use these tools to reach the next levels of productivity and intelligence will recover more quickly, so now is the time to embrace it.

Every company should start planning for the impact of AI today – and those discussions need to take place in the C-suite. Consider the tools, processes and data that can deliver benefits quickly.

It’s also important to remember to prioritise trust, security and privacy from the beginning. Work with trusted partners, and remember that security, compliance and ethics will be core components of making the technology work for everyone.

And crucially, start simple. You don’t have to create a world-first or undertake a total transformation of your business. Look at straightforward ways to empower your employees and improve productivity each day, even if it’s as simple as automatic meeting actions.

Artificial intelligence can certainly be transformative – but that’s not to say that you need to transform your workplace to use it.

Simply start by using the technology to make better decisions – such as automatically analysing customer preferences by understanding the channels that they use to access support.

Here at Cisco, by embedding AI into our contact centres, we can connect customers with the resources that they need more quickly.

You’ll quickly progress on your journey to a workplace that’s more productive, more fulfilling and ultimately more intelligent.

The moment is now

For many decades, AI has seemed like a far-off change that will – one far off day – revolutionise how we live and work. But in reality, we already use AI every day, both personally and professionally. And as the world has become more digital, the AI opportunity has grown – and it’s no longer possible to ignore it.

This represents a massive opportunity to create the workplace of the future. Critically, you can start simple, by taking small steps to empower your workers, improve the workplace and make your organisation more intelligent.

Organisations that embrace this situation as a catalyst for change will recover the most quickly. Forget the hype, and challenge yourself and your business. Find ways to become more resilient and productive, powered by AI, and you’ll emerge from 2021 stronger.

Want to see how the workplace is evolving? Watch my colleague Steven Vials walk you through how Webex Intelligent Workplaces helps prepare you for a safe return to work.