A.I Works

We worry about the future impact of Artificial Intelligence, but the reality is that it already surrounds us in our lives and workplaces. There are very few areas of commercial activity that aren’t already being enhanced by AI.

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For many of us, ‘Grammarly’ has replaced Spell Check as a more intelligent way to tidy up our grammar, spelling and – frankly – the tone of our business writing. ‘Jasper’ helps businesses to generate top-notch written content, including blog articles, product summaries, promotional texts and emails. ‘Beautiful’ is freeing us from the tyranny of the Powerpoint presentation.

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‘Zendesk’ is taking us beyond our somewhat patchy use of CRM systems to improve customer relationships. Its AI-powered productivity tools include automated ticket tagging, customer sentiment analysis, and chatbots to help make agents’ jobs easier. That could be a really important step forward, considering that at least 50% of the challenge in digital transformation lies in refusal of employees to adopt new and more productive behaviours.

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In hospitality, that most human of service industries, Hilton Hotels is already using AI to replace the traditional concierge experience: recommending restaurants and other activities that make a good fit with guest preferences. In travel, Virgin Atlantic has become the first airline to use the ‘Fetcherr’ generative pricing engine to move pricing up and down on selected routes to optimise revenues and operations. The airline also uses ‘Genesys’ customer experience technology to harmonise service across all communication channels and ‘Phrasee’ AI-optimised content to engage customers with its quirky and distinctive brand voice.

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While the farming industry is often perceived as traditional in outlook, AI is making strides to improve crop yields and deliver better quality products. This is not about sinister moves to change the natural order of the plant world. Instead Agritech businesses like Kenya’s Lima Labs are using drone cameras and machine learning to identify where and when water, fertiliser and other inputs are needed as a crop approaches harvest time. Synchronising the efforts of the farmer with just-in-time delivery of essential inputs and helping him to decide the optimal moment for harvest based on crop growth, market prices and logistics options. That’s got to be good for food production in a world where populations are exploding.

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So, AI is a reality, already making its contribution to ‘the way things are done around here.’ Workplace cultures are beginning to evolve to give humans more opportunities to demonstrate their unique contributions. Change is inevitable and anything that moves employees away from the drudgery of industrial-era employment norms is to be welcomed. So let’s wave goodbye to Human Resource Management and welcome Talent Development instead.