“Much has been written about the potential of cognitive Artificial Intelligence (AI) systems to redefine operations within an enterprise, including the HR department,” writes IPsoft Global HR Director Ken Martin in a recent op-ed with HR Technologist. “These ascendant technologies will, among other things, re-prioritize employee roles, reimagine customer interactions and change how workers collaborate with one another.”
Martin goes on to explore how intelligent systems will fundamentally change the way that people work by freeing them from routine tasks to apply human skills. “When machines automate routine tasks, human roles naturally shift to emphasize uniquely human attributes such as soft skills (or ‘people skills’) like negotiation and creative problem solving,” he writes. However, AI will not only change human roles; Martin goes on to explore the profound impact these technologies will have on organizational structures by allowing companies to seamlessly integrate remote and part-time workers.
“In the near future, AI technologies will be invaluable HR tools for companies to provide information and services to a workforce which is increasingly likely to be spread out across physical locations and time zones,” Martin explains. “AI will be used to power intelligent virtual agents who will provide 24/7 access to personalized information and services, regardless of whether requests are submitted after regular business hours. Workers will have a greater ability to independently locate answers to their questions, and resolutions to their issues, with little-to-no human intermediation.”
To read more of Martin’s piece in HR Technologist, click here.