Over the last months, we have seen the rise of AI and there is no doubt about the fact that it will revolutionize the way businesses operate. However, how will it apply to bring mode productivity to organization? How can company convert to an intelligent form of digital labor that will allow them to support and preserve their corporate knowledge while augmenting collective intelligence and improve productivity? In this blog, we will discuss this topic and the journey companies should go through in order to get there.
The collective knowledge is the most important asset of an organization
At its root, the company is as good as the collective knowledge of their employees. While it may sound obvious that organizations need to maintain the knowledge about what and how they do things a certain way, a lot of organizations are facing challenges to maintain it. The human shortage and the retirement of the most senior knowledge workers are leaving companies with a major challenge.
This is where the company needs to review the way they perform knowledge transfer between generation and also they capture the knowledge of their employees.
Using NLP & NLU technologies such as IBM Watson Discovery, organizations can utilize AI to capture and read unstructured information coming from various sources like emails, notes, work orders and brochures. This massive knowledge base can then be used to feed other workers with relevant information to do their job. By finding relevant information faster, they become more productive.
Building your journey to digital labor
Assuming organizations have built their massive knowledge, how can they now exploit it to pursuit their journey to AI bring even more productivity to their organization.
Let’s deep dive into how AI can help to automate tasks, starting with task
mining. AI & Automation tools, when used in combination, can replace low value-added tasks. Every time an employee feels that a particular task is time-consuming, there is typically an opportunity for tasks automation via AI. This is called task mining. For example, imagine that every time an order is placed, a customer message is sent to the support team. Using cognitive task mining technologies available in technology such as IBM Process Mining, the system could build bots to auto-assign the support request to the right agent based on their skills and availability. In this way, AI eliminates the manual work, reduces response time, and improves the overall customer experience.
Next, let’s move to decision guidance. AI can surface the right information at the right time, helping employees take the right decision. It’s what we call the process orchestration. For example, if an employee is meeting a client, the AI system could automatically pull up relevant data like past conversations and sales data. This information can help the employee to prepare better for the meeting, ask the right questions, and provide personalized solutions. The AI-powered system can also suggest the most optimal response to a given problem based on machine learning, thus improving the decision-making process.
Let’s now look at the next level by providing self-service tools leveraging natural language. People can use natural language to trigger actions and bots, which helps create a better user experience and improves productivity. For example, an employee can chat with an AI-powered bot to request a particular document, and the bot can fetch the information from the database and provide it in real time. This reduces the need for manual intervention and enables employees to get their work done more efficiently, thus increasing productivity.
If you think I am talking futuristic technology, go have a look at IBM Watsonx.ai as well as IBM Watson Orchestrate recently announced, you will not believe what AI is capable of doing today.
What's coming next in the digital labor space?
Regarding the expansion of AI usage, the future looks promising. The utilization of AI will expand up to the point where it can do the work, leading us to the servitization era and eventually bring us to Society 5.0. In other words, it will lead to more automation, more personalization, and more intelligence within the workplace. This means that AI will not only assist doing the job. It will actually do the job.
In order for this happens, companies will need to transform their current workflow into event based management systems.
In conclusion, the use of AI for knowledge preservation and automation is a game changer for organizations. With the help of NLP and NLU technologies, it’s possible to capture unstructured data and convert it into actionable insights for the employees. Additionally, AI can automate low-value tasks, provide decision assistance, and enable self-service tools using natural language. The integration of AI into business operations will undoubtedly increase efficiency, reduce costs, and ultimately provide a better experience for employees and customers alike. As time passes, we might see Artificial Intelligence doing the work, presenting us with the Society 5.0.
If you are interested to know about the topic, I invite you to leave a comment so I can private message you to discuss further!
