{"id":6363,"date":"2019-07-01T11:45:55","date_gmt":"2019-07-01T15:45:55","guid":{"rendered":"https:\/\/www.sage.com\/en-us\/blog\/?p=6363"},"modified":"2024-05-02T04:42:02","modified_gmt":"2024-05-02T08:42:02","slug":"artificial-intelligence-in-the-workplace","status":"publish","type":"post","link":"https:\/\/www.sage.com\/en-us\/blog\/artificial-intelligence-in-the-workplace\/","title":{"rendered":"Artificial intelligence in the workplace"},"content":{"rendered":"
\n\t
\n\t\t
\n\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\tTechnology & Innovation<\/a>\t\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t
\n\t\t\t\t\t

\n\t\t\t\t\t\tArtificial intelligence in the workplace\t\t\t\t\t<\/h1>\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\t\t

\n\t\t
\n\t\t\t
\n\t
\n\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\n\t\t
\n\t\t\t\n\t\t\t\t\"\"\t\t\t\tJohanna Brown-Lyons<\/span>\n\t\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

Once the stuff of science fiction, artificial intelligence (AI) is now a part of our daily lives. From service chat bots<\/a> and ride-sharing apps to social media networks and voice-enabled speakers, AI is making our daily lives easier. But, what does this mean for your business?<\/p>\n\n\n\n

On Twitter<\/a> we posed this question to several Sage Business Experts. Included in the discussion were Rieva Lesonsky \u2013 CEO of GrowBiz Media, Jackye Clayton \u2013 director of success for Hiring Solved, Shep Hyken \u2013 customer service and experience expert, David Clarke, data protection and cybersecurity expert, and Eric Kavanagh \u2013 tech adviser for SXSW. Here\u2019s what they had to say.<\/p>\n\n\n\n

Do you think AI is on track to replace the human workforce?<\/h2>\n\n\n\n
\"Do<\/figure>\n\n\n\n

\u201cI don\u2019t think it will replace humans in the workforce (that\u2019s a Twilight Zone episode). We will use AI to supplement our work.\u201d
Rieva Lesonsky @Rieva<\/strong><\/p>\n\n\n\n

\u201cIn no way are we on track to replace the human workforce. It will replace tasks so that the workforce can be more efficient but will not replace jobs.\u201d
Jackye Clayton @jackyeclayton<\/strong><\/p>\n\n\n\n

\u201cNot at this time. AI is great for basic questions and issues, which frees up the human-to-human support needs for higher level issues.\u201d
Shep Hyken @Hyken<\/strong><\/p>\n\n\n\n

What is the most practical use of AI in business that you\u2019ve come across?<\/h2>\n\n\n\n
\"What<\/figure>\n\n\n\n

\u201cRather than AI interact with the customer, it interacts with the support agent. Customer calls and AI delivers important info about the customer to the agent. The agent types the questions into the computer and AI responds with the perfect answer.\u201d
Shep Hyken @Hyken<\/strong><\/p>\n\n\n\n

\u201cAdministrative work is perfect for AI. There are thousands of downloadable apps \u2013 many free \u2013 to handle administrative tasks, such as calendaring, scheduling meetings, sending notifications, and setting reminders.\u201d
Rieva Lesonsky @Rieva<\/strong><\/p>\n\n\n\n

\u201cQuite a few examples already. Optimizing sales effort: whom to call\/email\/meet and when. Augmenting traditional business intelligence and analytics. Scanning vast amounts of structured or even unstructured data to find anomalies. Unearthing interesting observations.
Eric Kavanagh @eric_kavanagh<\/strong><\/p>\n\n\n\n

What do you consider the single largest benefit of AI and automation in business?<\/h2>\n\n\n\n
\"What<\/figure>\n\n\n\n

\u201cAs it applies to CX (customer experience), one of the biggest benefits to AI is how it interprets data quickly and efficiently, enabling the company or agent to deliver a higher level of personalization.\u201d
Shep Hyken @Hyken<\/strong><\/p>\n\n\n\n

\u201cThe ability to discover hidden and diverse talent within an existing workplace is the largest benefit. So often recruiters start from scratch rather than look internally at what they already have.\u201d
Jackye Clayton @jackyeclayton<\/strong><\/p>\n\n\n\n

\u201cIt can do a complex task consistently and quickly.\u201d
David Clarke @1DavidClarke<\/strong><\/p>\n\n\n\n

Conversely, what do you consider the single biggest drawback of AI and automation in business?<\/h2>\n\n\n\n
\"Conversely,<\/figure>\n\n\n\n

\u201cCompanies are becoming enamored or overly dependent on AI and losing the connection they have with their customers. Few companies have mastered the ability to create confidence, trust, and an emotional connection using AI and automation.\u201d
Shep Hyken @Hyken<\/strong><\/p>\n\n\n\n

\u201cNot balancing the use of AI with regular staff. AI is complementary.\u201d
Rieva Lesonsky @Rieva<\/strong><\/p>\n\n\n\n

\u201cThe single biggest drawback of AI and automation in business is people\u2019s misunderstanding of how it works. People are misinformed as to the benefits as well as the limitations. (Yet they THINK they know). We need to admit to ourselves that it is still in its infancy.\u201d
Jackye Clayton @jackyeclayton<\/strong><\/p>\n\n\n\n

What concerns you most about how advanced AI is becoming?<\/h2>\n\n\n\n
\"What<\/figure>\n\n\n\n

\u201cWhether regulation is possible.\u201d
David Clarke @1DavidClarke<\/strong><\/p>\n\n\n\n

\u201cAs long as AI enhances the experience for both customer and employees, there isn\u2019t a concern. I do have concerns that a company could make the mistake of overly using AI and losing the connection that creates customer loyalty.\u201d
Shep Hyken @Hyken<\/strong><\/p>\n\n\n\n

\u201cI\u2019m worried employers will overlook the advantage human interactions can bring and become too dependent on AI. You\u2019ll just alienate customers.\u201d
Rieva Lesonsky @Rieva<\/strong><\/p>\n\n\n\n

\u201cMy biggest concern is that I will not have access to all of the information I need to make an informed decision based on what an algorithm thinks I am interested in.\u201d
Jackye Clayton @jackyeclayton<\/strong><\/p>\n\n\n\n

In conclusion<\/h2>\n\n\n\n

Our Twitter discussion ended with one final thought from Rieva Lesonsky:<\/p>\n\n\n\n

\u201cIn general, to make AI work for you<\/a>: Educate employees on how automation will give them more time to focus on the most interesting aspects of their jobs….To make automation work for your business: start small, by automating processes that are not mission-critical. Expand automation as you become more comfortable with the concept.\u201d<\/p>\n\n\n

\n\t
\n\t\t
\n\t\t\t
\n\t\t\t\t\t\t\t\t

Subscribe to our Sage Advice Newsletter<\/h2>\n\n\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t

Get our latest business advice delivered directly to your inbox.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tSubscribe<\/a>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\"Working\t\t\t<\/div>\n<\/div>\n\n

\n\t
\n\t\t
\n\t\t\t
\n\t\t\t\t

Browse more topics from this article<\/h3>\n\t\t\t<\/div>\n\t\t\t
\n\t\t\t\t