Industry Perspectives

August 28, 2017

3 Min Read
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James Ramey is CEO of DeviceBits.

Artificial Intelligence, or AI, has changed the way many large companies are handling their services. However, the continuous growth of AI technologies are drawing concerns with the public. If AI continues to be an important factor in business plans, will the majority of human-based jobs be taken over by automation? Can AI evolve into something more concerning? In spite of this, AI has contributed to many industries, specifically customer care, and it is possible that it will be able to create more jobs, not less.

Many AI technologies have changed the way companies operate business, and in customer care, the use of chatbots and automated interactions allow customers to have their questions resolved quickly without having to wait on hold for a live agent. There are also downloadable supplemental materials customers can use and keep for reference when self-troubleshooting their problems. Because many AI self-support materials are available through web and mobile apps, it’s easier for customers to find the answers they need wherever they are.

Harvard Business Review‘s recent article collected several studies on AI and automated jobs in America. From the answers reviewed, one study believed 47 percent of jobs will be automated by 2033. Others believed only a job loss of 4 percent will occur by the year 2020. Instead of harboring on the feared future job losses, the article believes these fears are over exaggerated and consumers should pay attention to the good AI has brought, especially to the customer service industry. Through automated self-support materials, AI mostly focuses on tasks between computer-to-computer.

There is though the balance of AI taking over human-based jobs and also providing jobs. ‘Tier-one’ positions in customer care are mostly found offshore. These locations are usually where customers call for customer service. With AI technologies in customer care, such as bots and other self-support materials, they will be able to take over many of these tier-one positions. This allows companies to spend more time and money investing in their “tier-two” departments.

Tier-two departments house the live agents who have the skillset in resolving complex customer inquiries. Instead of having these agents overseas, many of these positions are often U.S.-based. With AI handling simple customer questions and live agents resolving complex questions, time and money is saved by businesses across many industries.

Live agents will also be able to use AI technologies as their own intelligent assistants. The bots and self-support materials can be modified for live agents to use to lead them to correct answers when they need extra information and support for the customer. But this also means there is a demand for people to become knowledgeable with AI and other technologies. As the mass majority of consumers go digital, the demand for people to join the workforce with technological skills is in demand.

As the world becomes more tech-savvy, there will be creations of more jobs in AI and relevant subjects. It is a possibility that AI might be able to create more jobs for people as opposed to a loss.

Opinions expressed in the article above do not necessarily reflect the opinions of Data Center Knowledge and Informa.

Industry Perspectives is a content channel at Data Center Knowledge highlighting thought leadership in the data center arena. See our guidelines and submission process for information on participating. View previously published Industry Perspectives in our Knowledge Library.

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