Technology is constantly changing the way people work, and automation is something many business owners are assessing (if not now, for the future). This is the case with artificial intelligence and consequently the global market for AI predicted to reach $267 billion by 2027.
The growth of AI in the business setting has been reviewed by Rose Moody, Creative Director at Vitec, a provider of IPTV, video streaming and digital signage solutions.
According to Moody, there is some scepticism about AI in society: “Film and media have warned us that if AI becomes too intelligent, it will take over, and these concerns have fed into real-life fears about technology replacing humans. One study found that around 68.5 percent of college graduates thought that technology would render them useless or lose their job to it in the near future.”
However, Moody notes there are benefits that AI can deliver and hence aid human connections and collaborations.
AI helps improve productivity
According to Moody: “Implementing AI into your business practices can improve employee productivity. As a result, this helps them work more collaboratively. Take meetings for example – you could use an AI program to transcribe the meeting so that you can refer to it later. It could also offer insights on recurring meetings.”
Citing an example, Moody notes how the customer service industry also has a lot to gain from this technology. Economic Impact and Genesys conducted a survey which found that 65 percent of customer experience leaders saw an increase in agent productivity. She says: “This shows that it is not just workplaces benefiting from AI helping their collaborations; it is connecting employees to customers as well.”
More inclusivity and strengthening connections
Looking at changes to workplace culture, Moody notes: “Over the past few years, remote working has become part of the fabric of working life. In the U.S. alone, over 4.7 million people are using that option. This is another area where AI can assist in forming and strengthening connections.”
Assessing the tech landscape, Moody continues: “One of the main pieces of tech used for remote working is video calling, but weak connections can stop work dead in its tracks and slow employees down. However, advancements in AI have seen that it can help boost connections. This lowers the possibility of issues on the call, as well as having the option to make files less big and keeps the collaboration flowing. You could even use it to adjust your lighting and background on the call if you wanted to feel closer to the office.”
A more personal experience
Another area where AI can enhance the employee experience is “by using AI to give the option of personalisation to customers, you can improve your connection with them as a result. AI tools can take data and use it to learn what their specific audience wants within their experience and tailor the content to meet those needs.”
Expanding on this benefits, Moody continues: “When a customer feels catered to, this can have a positive impact on customer engagement and can lead to returning business establishing loyalty. And if they have any further needs, AI chatbots can be installed so that simpler questions can be answered quickly and efficiently. This is efficient and allows more time for human agents to focus on the more difficult enquiries from customers.”
Decision-making
For the harder side of businesses, Moody finds: “Another area where AI can be useful is finalising decisions. When you have a group of employees collaborating on something creative, it can be hard to pin down one of the many ideas that get thrown into the mix. Some AI tools can be programmed to recognise and analyse certain ideas, with a particular focus on isolating them and making a decision based on data.”
Drawing on examples, Moody puts forward: “There are some digital options for sharing the decision-making process with your employees through the likes of IPTV distribution. So, no matter whether you’re in the office or working remotely, you can feel part of the collaboration and see the progression alongside the rest of the business.”
Learning benefits from AI
Turning her attention to training, Moody adds: “A great business practice to have is established training courses, which AI could help boost. No matter where you land within a business structure, there are always more knowledge and skills to learn in order to progress individually and help the company grow.”
However, some of these courses may not be succinct or easy to follow. For Mood, “This is where AI comes in, as it could track where the employees need help in their learning. This aids as a tracking system that can help those who need an extra hand in a more collaborative approach. It’ll also make your employees feel valued and encourage them to maintain their drive to learn more and grow.”
Moody concludes her appraisal with: “Throughout business structures, there are numerous ways that adding artificial intelligence can help boost your processes. Once you’ve gotten past the idea of AI making humans obsolete, you begin to see how many human aspects, such as connecting with others and overall engagement, would be helped by AI. Keeping your employees and customers on good terms and happy is important as a business leader, and AI can help maintain that. All of this helps in making sure your business sees success both externally and internally.”
