Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

People not programs, will drive the new AI revolution

Blog
9th July 2019

Author: David Pattman, Managing Director CX Services at Gobeyond Partners, part of the Webhelp Group

Artificial intelligence, combined with Automation, has an incredible ability to simplify and perform tasks like ordering, searching and reporting. But deployed in the wrong way, it has the potential to damage the customer experience. In this article : David Pattman, Innovation Director, Webhelp, looks at future of AI and the untapped potential for it augment human performance.

Across the Globe, Artificial Intelligence (AI) is becoming a seamless part of every significant system. Digital world leader Estonia is bringing AI systems into their courts, whilst in the US, organisations like the Air Force, Social Security and the Environmental Protection Agency are already using AI and machine learning algorithms to improve performance.

Lilli Cheng, corporate vice president of Microsoft AI & Research Artificial intelligence, agrees viewing AI as one of the hottest, least understood and most debated technological breakthroughs in modern times. Writing for Time magazine, she says:

“In many ways, the magic of AI is that it’s not something you can see or touch. You may not even realize you are using it today. When your Nest thermostat knows how to set the right temperature at home or when your phone automatically corrects your grammar or when a Tesla car navigates a road autonomously – that’s AI at work.”

Wherever we go today, AI is a constant and invisible companion
Photo Credit: Talles Alves/Unsplash

While the growth of AI has recently captured media attention, the technology has been steadily developing for over 60 years. American AI pioneer Arthur Samuel Arthur Lee Samuel coined the term “machine learning” way back in 1959!

We know that AI is practically unavoidable in modern living, but should we assume that consumers want their Brand interactions to be as simple and impersonal as asking Alexa to “play me a song?” or saying “Okay Google, where is my nearest takeaway?”

The research indicates otherwise. Our YouGov study of over 2000 people, the vast majority said they would choose to speak to a human over an AI-fuelled customer service advisor.

Despite this, I believe that the key to success will be found in collaboration – human advisors working alongside AI will drive innovation forward and dramatically improve our social and working lives. It will also allow businesses to enjoy increased productivity and efficiency without negatively impacting the customer experience.

Paul R. Daugherty, author and business technology futurist, is right on the money in this Harvard Business Review article:

“Smart machines are helping humans expand their abilities in three ways. They can amplify our cognitive strengths; interact with customers and employees to free us for higher-level tasks; and embody human skills to extend our physical capabilities”

Companies now recognise the degree to which AI and Automation can streamline operations, cut costs and increase productivity. But these technologies should not – for many types of customer requirements – be at the expense of the human touch.

A combined approach to human and AI customer experience could be a very successful one, as the Harvard Business Review explains:

While AI will radically alter how work gets done and who does it, the technology’s larger impact will be in complementing and augmenting human capabilities, not replacing them.”

However mankind will still be in the driving seat – as Jason Jackson, assistant professor in the MIT Department of Urban Studies and Planning reveals:

“We really control the future of ways of AI and machine learning will be built into work,” said “We can think about ways machine learning can be used to complement existing work, and make it even better.” Source Tech Republic

The implications are vast, however company culture and established thinking must be flexible to create an optimal hybrid workforce.

In short, tomorrow’s winners will be companies that understand that when it comes to designing services, organisations and systems, the mantra should be ‘collaboration is key’. At Webhelp, we can help you discover what inspires and influences your customers to build the ideal balance between human autonomy and automation.

In case you haven’t registered yet, Sign up to receive fresh insights and invitations to exec events with our Webhelp Disruptor Series campaign: https://www.go.webhelp.com/disruptorseries.


Webhelp
Article by: Webhelp

News & Insights

Service Provider
Solution Designer
Technology Enabler
Blog
Infographic: Customer journey in a nutshell!

The customer journey is usually described as the complete sum of experiences that customers travel through when interacting with a company and brand. In plain terms, a customer journey is just the road map a customer takes to an action point (usually a purchase). It can also identify the point at which people lose interest or what brings them back to the brand – which is sometimes more...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp acquires PitechPlus – a leading software solutions expert

The Webhelp Group announces the acquisition of PitechPlus, a Romanian company that designs, develops and deploys custom - made software solutions, particularly in the areas of sales digitalization and process automation. PitechPlus already supports major European companies in their digital strategy...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp “Think Human”

Webhelp rings in its next phase of strategic development with new brand Paris-headquartered Webhelp, the European leader in customer experience and business solutions, today revealed its revamped brand platform, supported by an updated visual identity. The group’s new brand reunites the...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

  The Webhelp Disruptor Series. Be part of it!   This paper has been borne of conversations with experts within Webhelp and beyond and is also the result of a YouGov study of over 2,000 adults in the UK. Find out consumer attitudes towards AI and automation and read expert views...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook