John Brownridge, Principal of Digital Human Capital at Deloitte, discussed at Digital Workforce Summit the ways in which AI creates new opportunities for companies to work differently. “All of the changes that technology has brought has enabled us to do things differently,” he said. “Some things that we’ve always done, we’re able to automate using different technologies, but then we’re able to do new stuff, new things that we could never do before to change the customer experience, to enhance the customer experience and create value.”
Once companies and their customers accept AI as a communications vehicle, companies will have to determine how to transform business processes using AI. John recommended looking at what can be automated versus processes that require problem-solving skills or human empathy. Anything that doesn’t require inherently human skills should be automated, he said.