#AI@Work: Is Reinvention Really Easy?
Today’s workers are digital consumers. They rely on technologies both at home and in the workplace. Their expectations are high. They are sick of using apps and apps are expensive to develop. Oftentimes employees have a difficult experience using apps. This creates a fragmented environment. Virtual assistants are an alternative. They can seamlessly integrate an otherwise fragmented experience. Transactional HR systems, with multiple applications, can be combined. Instant messaging is how people have learned to communicate. Virtual assistants allow workers to message. This is the same way they interact with each other outside of work (Attra, 2018). HR is using this technology for many reasons even more important than talking with employees. They are setting themselves up to be the leaders of change in the organization. Most organizations find change difficult. HR can use AI for open enrollment, payroll and taxes, scheduling, recruiting, promoting and feedback.
That’s not all that’s happening. The U.S. Army uses a chatbot for recruiting. Call centers use them to provide customer service suggestions. Others use them to allow workers to check their schedules. Other bots can arrange for employee time off or inform management about unexpected sick days or leave. In order to do this and do it well, a few criteria have to be in order. To begin with, the organization has to have a well-defined process. And they need data that is easily accessible to the bot. Oftentimes there is scripting and programming involved, and this requires customization. This is especially true with vocally activated systems. And then there is the problem of change. What if the laws change? Or the policy changes? Or the processes change? The bot will not change on its own.
This revolution is also displacing workers. Ultimately, the reason AI is finding its way in the workplace is the effect on the bottom line. AI reduces labor costs. AI can add real value and tangibles like providing employee service 24/7. But the bottom line is they don’t call out sick, they don’t need benefits and they don’t leave and increase the turnover rate. They save money. In order to save money organizations are willing to reinvent themselves. Is it really that easy?
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