I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First. ...Full Bio
I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First.
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You can save your job by learning how to work with machines
Machines are today participation in all kinds of activities - conversing, driving, making decisions & more. Given that 55% of companies plan to invest in artificial intelligence, it is only a matter of time before most jobs require some sort of AI interaction, so it is quite crucial for employees to learn to work with them.
According to research, humans make better decisions when they are assisted by machines. This is described by some as working "side-by-side" with machines. However, mostly AI is found working for us, helping us automate tasks that are repetitive in order to give us time to deal with other pressing issues.
Working side by side among robots is inevitable, so both parties need to learn how to get along to perform optimally. While robots have the benefit of machine learning, the way robots process information is very different from how humans do, so there are things to be cognizant of as we support our robot work buddies:
Improve any external factors outside of your robot's control.
Machines are incredible at maintaining focus and efficiency but they're not so great at course correcting when things outside of their scope go awry. Bots can only do what they're programmed to do, so they're not going to understand if an external factor is making them perform their function incorrectly. A great example of this is if you've ever had an awkward conversation with a chatbot, or when Tay, Microsoft's infamous Twitter bot, quickly picked up on hate speech.
This is where humans need to step in. We can make accommodations that support our robot coworker's automated functions. For instance, if your chatbot is off-brand or saying things that are irrelevant, you can adjust the messaging of your chatbot. Another example is Zendesk's own Answer Bot that automatically directs customers to help articles. If the articles the bot is directing customers to are old and outdated, they won't be much help to anyone and the Answer Bot can't effectively do its job. Help out your bot buddy by looking at the external factors that will improve their functionality.
Provide backup for your robot.
Sometimes there's just no replacing human ingenuity. A clear shortcoming of artificial intelligence is that they're not so great at picking up on social cues. This can be consequential if left unsupervised. If a customer had a poor experience with a chatbot, the repercussions could lead to a dehumanization of the brand or, even worse, customer churn. Gartner predicted that around 72 percent of customer interactions will be handled by robots by 2022, so this could actually become an exponential issue.
Know when to take over for your robot coworker if a customer is becoming increasingly frustrated or if a process is yielding inaccurate results. This can also be a good opportunity to review your organization's AI capabilities and how they stack up to your business needs.
A successful company means a successful robot
In the end, machines are going to be successful only if they make those around them successful. Therefore an evaluation of your business's efficiency can tell someone how well your robot employees are doing. If you feel, your business is not quite ready for AI, that's Okay! Such discoveries are what can lead to constructive adjustments. Luckily, robot employees are capable of taking an criticism being thrown at them.
These best practices mentioned above are important to be kept in mind as we start to work side by side with machines. Perhaps they may end up being our best allies at workplace.