Service deliveryDigital Customer ServiceAI can ‘automate work but humanise jobs’

AI can 'automate work but humanise jobs'

AI provides the opportunity to automate roles but humanise jobs, according to digital transformation specialist

The UK government’s recent announcement of £270m of funding for the development of Artificial Intelligence (AI), is great news, according to Andrew Cleminson, business development director at Agilisys.

Writing in a blog post, Cleminson says the funding announcement provides the perfect springboard for public sector organisations to develop a deep understanding of the opportunity on offer and to take the first steps in realising the benefits.

“In the world of work, high performance [AI] systems are enabling us to provide our clients with better service whilst reducing errors, exceptions, transactions times and cost,” he said.

“Application forms, claims, complaints and requests for information can all be read by software. More importantly, software can understand the language used and work out what needs to happen next. In doing so, it can validate data by looking in other systems, read and process supporting evidence and present agents and case workers with data summaries to help them make quick, secure and safe decisions.”

 

The opportunity

Cleminson went on to discuss the impact on jobs. “I’m sure you’ve seen articles stating that robots will replace us and jobs will disappear [but] new types of work are coming and we need to embrace the change and create the digital skills to take advantage of new possibilities.

“The race is on to work out how to use intelligent and robotic software to our own advantage. There’s nothing wrong with getting it to do the jobs we no longer want to do ourselves. In some cases, it’s simply better as well. Where we’ve deployed our automation tools we’ve found that we can improve business performance by an average of 74%, whilst also making people’s lives easier.”

Cleminson concluded by saying: “Frankly, most people go to work to make a difference rather than sift through piles of paper or emails hour after hour, day after day. That’s where the opportunity lies.

“Agreeing a new division of labour, with our intelligent software friends, will enable us to recast our working lives. As with previous industrial revolutions, we can automate work. This time around we can also humanise jobs. That’s the difference.”

The article can be read in full here.

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