How AI-powered Automation Will Transform Organizations

Thomas Edison is attributed with saying, “There is no substitute for hard work.” That clearly remains an axiom of modern life, but in the current technological climate, many are beginning to worry that Artificial Intelligence or robots will soon substitute humans in performing work of any kind.

AI-powered solutions are becoming increasingly prominent in business, and just as with past technological shifts, these new technologies have become a source of anxiety. Rest assured that this uneasiness in the face of an accelerating technological evolution has repeated itself throughout the decades.

Despite any apprehension brought on by automation and AI’s continued emergence, history has repeatedly demonstrated technology’s potential to replace tasks rather than workers. As we enter an age where the workplace is intertwined with AI, I have no reason to believe that the pattern will not continue. Furthermore, I suspect that jobs will continue to evolve away from the execution of routine tasks and toward the application of uniquely human qualities. In fact, there is evidence that the transition is already taking place.

AI has only recently manifested itself within mature business solutions, impacting how tasks are executed in both the back and front offices. And this is just the beginning – at IPsoft, we regularly contemplate the potential of AI to create a more efficient world with technology that empowers people and enterprises.

AI-powered automation will transform organizations in two key areas

Automation Abundance

 While computers have been executing simple, rule-based tasks for decades, AI systems open the door to more complex, automated undertakings by learning over time and making decisions similar to how the human brain functions. AI also underlies autonomic functionality in which enterprise-scale digital systems self-manage, self-repair and self-optimize with little-to-no human intermediation, such as for example a UC system that independently monitors the quality of a call center’s phone lines and automatically fixes outages before any users are impacted.

The automation picture gets even more interesting as we enter the age of Intelligent Automation, in which AI automates routine tasks related to crafting new automations, which means new automations will be created and optimized at machine speed.

Conversational UIs

AI can empower the creation of automations as described above, but it also supports intuitive conversational UIs which allow humans to engage with digital systems in a natural intuitive way – just by speaking specific commands and requests. Conversational interfaces have redefined how consumers connect with technology in recent years (e.g. Amelia, Siri, Alexa, the Google Assistant) and they are increasingly prominent in the enterprise space. Just as consumer-grade conversational AI has opened access to digital services (including many members of society who have long been neglected by technology), enterprise-scale versions will allow all workers to engage with business systems regardless of training or technical know-how.

Combining these two elements reveals a future workplace in which employees of the not-so-distant future will access intelligent business features at scale just by asking, regardless of their role or the industry in which their company operates.  We are in an era of digital Darwinism and there is an urgent need to rethink the formula of opportunities, processes and outcomes with the goal of capturing exponential improvements in record time – or face digital extinction.

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