TECHNOLOGY

Hays: Expect to work with Chatbots and Artificial Intelligence systems

Talking to a chatbot, working with an intelligent assistant and augmenting your role with various other artificial intelligence (AI) systems will become standard components of your job as the implementation of automation continues to ramp up, said Hays recently.

Intelligent assistants are already used in personal lives, while organizations are now exploring how they can take advantage of these technologies in the workplace, according to Hays in its recent Hays Journal.

“Many of us think nothing of speaking into a device and asking it to add an item to a shopping list or play a song we cannot remember the title of,” said Dean Stallard, Managing Director of Hays Hong Kong. “We understand that when companies use Facebook Messenger or Twitter to communicate with us, we’re not always ‘talking’ to a human being, sometimes it’s a chatbot. And now AI is set to make a big impact in the world of work.”

AI is already growing in use across some sectors: 38% of 10,400 respondents from 140 countries surveyed for 2017 Deloitte Human Capital Trends research said they are already using AI in their workplace and 62 per cent expect to do so by 2018.  A third of employees surveyed said they think their jobs will be augmented by AI in the future.

The challenges

The challenge for employees, said Dean, is that many will need to upskill in digital literacy, while for organizations the cost of implementing such systems is high.

Hays points out the followings when it comes to the initial changes to the way people work.

1. Automation of repetitive tasks: Repetitive task based work can soon be expected to become automated, freeing up valuable time and allowing workers to concentrate on other areas of their role.

2. Automated self-service: Machine learning chatbots that recognize speech and text-based conversation will be used to respond to queries from workers.

3. Intelligent assistants: Intelligent assistants could help to process large amounts of data to provide businesses with information allowing workers to make better informed decisions.

4. Learning & development: Algorithms could identify an employee’s area of learning and where their skills could be strengthened.

5. Identify passive jobseekers: Machine learning also has the potential to detect passive candidates by means of their online behavior.

“Chatbots and the use of AI for internal communication is definitely on the rise and, apart from the automation of repetitive tasks, this is where we expect people to see the greatest initial impact of AI systems in their daily jobs,” Dean explained. “HR and payroll are obvious areas where we can expect this technology to be implemented initially.”

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