Over the past decade, digital technologies have significantly transformed human lives in every possible way. Artificial Intelligence (AI) powered by data and analytics has taken the business world by storm. AI enables computers and smart devices to perform human-like tasks efficiently by processing large amounts of data and recognizing behavioral patterns. AI is making inroads into every corner of our day-to-day lives, right from giving us suggestions while navigating on Google Maps, searching the music we love to listen or the videos we like to watch – all interpreting our behavior online. From Alexa to Siri to Cortana, we’re becoming comfortable with using chatbots, supported by machine learning, directing us through daily tasks.
It’s no wonder to see AI edging its way into the workplace as well, disrupting the work style and transforming how organizations operate. AI can carry out routine and repetitive tasks, which take significant time and human effort, across the organization. AI empowers teams like HR, IT, marketing, and L&D with some time to bring out their creativity, solve complex problems, and then involve in most engaging, high-impact work enabling them to be more effective and productive.
According to Gartner’s Hype Cycle 2019, “over the next decade, data analytics and AI will augment workers’ efficiency, as companies rely on leading tech to beat out competitors.” It also states, “By 2029, industries will see leading companies leverage advanced analytics and supercharge their workforce with automation.”
Let’s have a sneak-peek into how AI is redefining the workplace and empowering different teams of an organization:
Human Resources teams leverage AI in hiring and employee communications. HR teams are beginning to use AI to recruit, screen and interview candidates. Recruiters and hiring managers are employing different types of AI-powered tools to enhance the hiring process. Automated hiring, data-driven hiring, social media hiring, hiring analytics are some of the AI-driven trends in the hiring landscape.
AI is transforming workplace communications by facilitating employees who speak different languages with translation in near-real-time conversations. E.g. Skype Translator’s AI automatically translates what each other speaks in a conference call. Likewise, Chatbots fueled by AI help HR and Finance teams in answering routine questions by employees and save significant time and effort.
AI revolutionizes the learning & development of the workforce. AI coaching tools initially learn by monitoring and assessing how different employees execute specific tasks. Subsequently, these tools can guide new employees on how to accomplish those tasks, also reskill existing employees to better perform. On the other hand, Organizations are leaning towards laying off/upskill employees with obsolete skills and then hire for new skills to take the business forward. AI, data & analytics, and machine learning are the hot skills and are going mainstream in 2020.
Udemy’s 2020 Workplace Learning Trends Report says that in their survey of 200 L&D leaders, 39% of L&D leaders said current jobs are either being altered or replaced by new technologies like AI and automation. 59% of L&D leaders reskilled 10–20% of their workforce in the last year.
Sales, Marketing and Support teams can take advantage of AI in offering superior customer experience. AI-powered chatbots learn from sales, marketing, and customer service teams and provide external support by answering customers’ questions as accurately as a superstar marketer/support engineer. Marketing is applying data-driven strategies to create personalized customer experiences and boost sales. E.g. apps like Dineout, Uber, Ola, Swiggy, Zomato are using chatbots to offer customer support. Lately, bots are more fueled by conversational AI for customer engagement.
Is AI a boon or bane?
While there are apprehensions around AI replacing existing workers, research studies by Gartner, World Economic Forum and Deloitte suggest looking AI as an enhancement rather than a replacement. AI is setting the stage for new types of jobs and organizations must make sure employees learn the relevant skills required to deliver advanced tasks efficiently. Human creativity and abstract thinking would remain as major components of new types of work that will emerge as a result of closer human-machine collaboration.
The Future of Jobs 2018 – a report by the World Economic Forum last year indicated that 133 million new jobs will be created in place of 75 million that will be displaced from now till 2022. It states, “A.I. and robotics will create almost 60 million more jobs than they destroy by 2022.” In a study conducted by Salesforce, 73% of hiring managers said creative thinking skills will be more important in an AI-driven workplace.
All in all, AI is becoming the cornerstone of new ways of working. AI is proving to be augmented intelligence, rather than artificial intelligence, enhancing the overall productivity of the organization while facilitating improved customer experience, workplace culture, and employee engagement.
Note: This article was written as part of an on-boarding assignment to showcase my abilities in building a story, researching, and writing. It is a moderately researched article, drafted in a short time. Publishing here as my sample work.
Sridevi Rachakonda 