Are Machines a Threat to Humans?
Research to date indicates that contrary to wider public perceptions, cognitive technologies are not proving to be a widespread threat to humans jobs. The goal and business case for projects is more predicated on handling increasing volume of customer interactions without adding further staff, that machine-based functions are supporting human capabilities by providing insights that were otherwise beyond the scope of humans, or are undertaking basic functions without getting bored, freeing up human attention for more value adding activity.
As familiarity develops, companies are experimenting with projects that combine capability in RPA, cognitive insight and engagement to drive increased benefits by integrating the technologies. Routine communications may be passed to the machines, leaving escalated issues for human intervention or pre-emptive interactions with customers. Where these capabilities can be combined both with intelligent routing, and integrated with back-end systems, the promise of the technology rises, making human jobs actually easier to do.
It’s Not Rocket Science
The hype of the technology has led to wider public perceptions that the machines are taking over. Many of the early use cases of cognitive technologies show that companies are finding their business case in automation of back office functions and in supporting jobs that help humans to undertake their functions, not replace them. There is much to be gained from deploying the technology in back office and simple interactions that come nowhere near to complex thinking that might threaten anyone. For many organisations, it’s about deploying technology in those areas where it is not a threat that the business case will be found.
Cognitive Technology projects often begin with a good idea or ‘What If?’, which can take a lot of work to get off the ground. To get started with your project, or simply discuss your ideas, call us on +44 113 242 3795.