When
the UK’s House of Commons Science and Technology Committee released its ‘Robots
and Artificial Intelligence’ report in November this year, it was a much needed
wake up call, encouraging the government to seriously consider the impact of
robotics and artificial intelligence (AI) on the future of the UK workforce.
The
report stated that robotics and AI will drive improvements in productivity and
efficiency, which will have significant implications for the UK workforce.
There is, however, no consensus on the precise nature of those impacts. Some
predict that automation will cause a rise in unemployment, while others think
that automation will cause people to move away from traditional job roles and
create new ones.
So,
how can companies make sure they are prepared for the impact of automation, if
they are not sure what that impact will be?
We
can begin by looking at the history of automation, and the
lessons that it has taught us. Automation has been changing the world of work
for centuries, and yet it has not led us to mass unemployment, or the
destruction of the workplace. When faced with automation, people have
re-skilled, and adapted to a new way of living.
If
this has been the cause until now, why should the robotics and AI revolution be
any different? The major difference with robotics and AI technology is that in
the not too distant future, there may be no uniquely human skills. Those with
capital, therefore, can and will be able to make it work entirely for themselves,
without assistance - leaving those with little capital facing a real dilemma.
What will robots mean for
employment in the immediate future, and what can companies do to take advantage
of the benefits?
Software robots continue to replace manual
jobs in areas where we have, demoralising, already tried to turn humans into
robots - in large scale service deliver
centres, for instance. This type of robot is simply a productivity tool, just
like a PC. As smarter cognitive technology is introduced over the next few
years, we will still be using this technology to enhance productivity in
human-centric environments.
Making
the most of automation in service industries requires a measured, but agile
approach. Here is a number of things companies should be considering:
1.
Engagement. Make sure you have a plan and that you’re focused on the problem
itself, not just the technology solutions. Make sure your IT and digital team
are engaged and on side, so that they can support your vision of automation
within operations.
2.
Improvement. Make sure your processes and operations are running smoothly
before you begin automating them. Speeding up the wrong process won’t help
anybody.
3.
Orchestration. Recognise that you are moving from manual, to automated
processes. Investing in intelligent orchestration technology will provide you
with the tools you need to ensure you’ve got a clear business case for what
should be automated first, helping you to get the process right before
automation. This technology will provide complete transparency as to whether
the automation has worked properly, which will help you stay in control of your
automation journey.
4.
Choose the right tool for the job. Utilise the human skills that are deployed in your organisation
and then match the right tools – this could be a click bot or a natural
language component, a classifier or the rules engine in our automation
component.
5.
Keep calm. Don’t think that smart machines are a replacement for the need
for processes, rules and practices.
Remember
that people are still your most valuable asset. It’s not about humans vs.
robots – the new workforce needs to be positioned as collaboration, not a
competition.
