APAC CIO Outlook
  • Home
  • CXO Insights
  • CIO Views
  • News
  • Conferences
  • Newsletter
  • Whitepapers
  • About us
Apac
  • Admired Tech

    Agile

    AI Healthcare

    Artificial Intelligence

    Augmented Reality

    Aviation

    Big Data

    Blockchain

    Cloud

    Cryptocurrency

    Cyber Security

    Digital Transformation

    Drone

    HPC

    Infrared

    Internet of Things

    Networking

    PropTech

    Remote Work

    Scheduling Software

    Simulation

    Startup

    Storage

    Wireless

  • Banking

    E-Commerce

    Education

    FinTech

    Food and Beverages

    Healthcare

    Insurance

    Legal

    Manufacturing

    Pharma and Life Science

    Retail

    Travel and Hospitality

  • Atlassian

    CISCO

    Microsoft

    Oracle

    Salesforce

    SAP

    ServiceNow

  • Business Intelligence

    CEM

    Cloud-based Planning

    Cognitive

    Compliance

    Contact Center

    Contact Tracing

    Contactless Payments

    Content Management System

    Corporate Finance

    CRM

    Custom Software Development

    Data Center

    Enterprise Architecture

    Enterprise Communications

    Enterprise Contract Management

    ERP

    Field Service

    HR Technology

    IT Service Management

    Managed Services

    Procurement

    Product Management

    RegTech

    Revenue Management

    Sales Tech

Menu
    • Startup
    • Augmented Reality
    • Agile
    • Cognitive
    • Cyber Security
    • Digital Transformation
    • Atlassian
    • E-Commerce
    • Managed Services
    • RegTech
    • CISCO
    • Blockchain
    • IoT
    • MORE
    #

    Apac CIO Outlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIO Outlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • Startup
    Editor's Pick (1 - 4 of 8)
    left
    Need and Importance of IT in the Shipping Industry

    Anjan Deb, GM-IT (CIO), The Great Eastern Shipping

    Big Data & Insights: Oil for the Digital Age

    Radhika Venkatraman, SVP & CIO, Network & Technology, Verizon

    How enterprise tech startups and corporates can collaborate for innovation

    Paul Santos, Managing Partner, Wavemaker Partners

    How to Rebuild Better with Impact: A Hybrid Financial and Social Inclusion and Well-Being Approach

    Kenneth Kwok, Founder and CEO, Global Citizen Capital

    How Integrated Fintech Innovations Across Asia Changed the User Experiences And Business Processes?

    Carman Chan, Founder & Managing Partner, Click Ventures

    How Changes In Technology Have Boosted Businesses With A Purpose

    Tom Dawkins, Co-Founder & Ceo, Startsomegood

    The Congruence Of Business Management And Technological Proficiency

    Brian Lau, Managing Director, Shawkwei & Partners

    Interconnection: The Heart of Smart Healthcare

    Tejaswini Tilak, Senior Director, Vertical Marketing, Equinix

    right

    Artificial Intelligence Isn't Here to Steal Your Job

    By Tim Warren, Angel Investor, Flying Kiwi Angels

    Tweet
    content-image

    Tim Warren, Angel Investor, Flying Kiwi Angels

    The way we work is changing at a rapid pace portfolio work, ‘slash’ workers, fractionalised jobs and the influencer movement. While the concepts have been around for eternity, these are now widely accepted approaches in the last decade.

    Who would have believed 10 years ago that 25 year olds would be paid to travel around the world and take photos of themselves? In 2009 who would have thought that you could efficiently be a private driver to hundreds of strangers, or hail a cab effortlessly in hundreds of cities.

    Yet these are just the beginning stages of a technology revolution that is redefining the future of work.

    The real revolution comes from machines, computers, phones that simulate human intelligence and start to do the lower end of our daily tasks - freeing us up for more challenging activities.

    With the advent of vast stores of computing power provided through cloud systems, AI platforms are arising that enable computers to do truly human like tasks.

    There are a range of tasks that are more suitable than others for this early automation. Those tasks that are high volume and repetitive, process driven and well-defined; these are logical places to first apply automation.

    One must distinguish between simple automation and artificial intelligence in this context. A process that simply takes a predefined input, performs a task and delivers an output in a way that does not involve humans is automation. Steady advances in automation have been occurring since the beginning of the industrial era. This is not what we're talking about. Automation through artificial intelligence is an entirely different field. While the objectives are comparable: more work in less time, the methods and the capability are significantly different.

    Artificial intelligence based approaches simulate human intelligence through statistical methods so that inputs can be varied and non-deterministic.

    Let's look at a real example.

    A pattern matching automation needs the exact phrase “I want to buy a car”. If a user says “I need to buy a car” , the simple process will fail. Artificial intelligence approach takes multiple training phrases.

    “I want to buy a car”, “I need to buy a car”, “Sell me a car”, “I need a car”, “How do I buy a car”, “Get me some wheels”... etcetera, you get the picture…

    From here it builds a statistical model and anything that the user asked for is compared with that model resulting in a percentage confidence that the user actually wants to buy a car. This is the way humans comprehend - we just aren’t explicitly aware of it!

    In the area of conversational artificial intelligence (talking computers, chatbots, digital employees etc), machines are now able to automate vast quantities of customer service type enquiries. Ideal use cases are questions such as

    “Where is my parcel?” - for a delivery company.

    “What is my account balance” - which is the most common enquiry for utilities

    “Where can I find your store”, “ do you have this item” : for any retail store

    Examples of great success in this area include fashion retail chains Hallenstein Brothers and Glassons; operating throughout New Zealand and Australia. Via their digital employees Benny and Charlie, they handle many of the routine questions online shoppers have about the status of orders, returning items, exchanging etc. Also checking store hours, finding out sale information and much more. Implementation of the system has enabled the companies to grow at a high double-digit rate without adding staff in their customer service centre.

    Another company that has had excellent results implementing conversational agents is Tower Insurance in New Zealand. Automating the windscreen claim process eliminated phone wait times for their most common claim type, dropping a process that was often 20 minutes long down to a process it took only 2 minutes. not only did this reduce the call demand on the service centre, it dramatically improves the customer experience with end-to-end automation off the process, while freeing up call centre staff to deal with more complex claims.

    This is the crux of the future of work. Artificial intelligence is not here to take your job, Augmented Intelligence is here to take those parts of your job that you don't like, the parts that get boring, the parts that you cannot do 24/7. As AI steadily develops in capability, Humans are able to move into more interesting parts of the rolls, they're able to grow, they're able to develop.

    Humans are very well adapted to dealing with ambiguity, complex situations and the use of empathy. Adapting our workforce so that wait times for customer service are dramatically reduced while providing human workers with more interesting more engaging work, also significantly improve the customer experience? This is a unique win-win-win situation, the employer, the employee and the customer all benefit.

    In my experience of building conversational digital employees across Australasia, the workers whose roles are changing at the most interested in the most engaged in the process. I've never had someone say to me “Goodness, I wish we had more phone calls like this!”. I do routinely hear people explained how they look forward to providing a high quality of customer service and getting more challenge in their role.

    Moving to the concept of augmentation brings a new lens turn the discussion. Many augmentations have crept into our lives and there are very few that we want to do without. In the car world we have ABS brakes, Power Steering and navigational aids. there are very few people now that would argue we don't want those in every single new car! artificial intelligence powered augmentation is the same, it's just a little closer to home because we can speak to it in natural language.
    tag

    Customer Experience

    Weekly Brief

    loading
    Top 20 Enterprise Startups - 2020

    Featured Vendors

    agile talent

    Kim McCarthy and Jim Ellis, Founders

    Timely

    Ryan Baker, CEO & Director

    ON THE DECK

    Startup 2020

    Top Vendors

    Startup 2019

    Top Vendors

    Previous Next

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Read Also

     A Picture of Health: Why we need a unified approach to Covid-safe air travel

    A Picture of Health: Why we need a unified approach to Covid-safe air travel

    Brandon Balcom, Snr. Director, Innovation Business Development, CWT
    The Battle Of David & Goliath Within The Retail Landscape

    The Battle Of David & Goliath Within The Retail Landscape

    Vlad Yakubson, Head Of Retail, Yd
    Thinking Out-Of-The-Box To Launch Business Beyond Borders

    Thinking Out-Of-The-Box To Launch Business Beyond Borders

    Bill Bass, Chief Marketing Officer And Kara Lawson, Senior Director Ecommerce, Fullbeauty Brands
    Driving Transformative, Datadriven Thinking

    Driving Transformative, Datadriven Thinking

    Shubham Mehrish, Vice President, Mars
    Retail is Detail They Say

    Retail is Detail They Say

    STUART FREER, CHIEF DIGITAL OFFICER, MECCA BRANDS
    Blockchain: The answer to solve the perennial issues in the Telecom Industry

    Blockchain: The answer to solve the perennial issues in the Telecom Industry

    Neeti Virmani, Venture Partner, Loyal VC
    Self Service: An important slice of the digital transformation pie

    Self Service: An important slice of the digital transformation pie

    Christopher Douglas, Director Member Services Pacific, Accor Plus
    Leveraging POS Systems to Enhance Customer Experiences in Retail

    Leveraging POS Systems to Enhance Customer Experiences in Retail

    Bernie Winter, Director of Point-of-Sale Systems, and Mike Metz, Vice President of Information Technology, Tops Friendly Markets
    Loading...

    Copyright © 2021 APAC CIOoutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    |  Sitemap |  Subscribe

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://startup.apacciooutlook.com/cxoinsights/artificial-intelligence-isnt-here-to-steal-your-job-nwid-7203.html?utm_source=google&utm_campaign=apacciooutlook_topslider