Artificial intelligence is rapidly becoming the cutting-edge technology for business transformation and plays a role in the entire enterprise. Artificial intelligence and machine learning are consuming workloads in IT help desks, network security, and other IT tasks, spurring significant attention to the long-term impact of artificial intelligence on work, even in the IT industry.
Artificial intelligence is rapidly becoming the cutting-edge technology for business transformation and plays a role in the entire enterprise. Let's take a look at how to make the most of this inevitable evolution.
Artificial intelligence and machine learning are consuming workloads in IT help desks, network security, and other IT tasks, spurring significant attention to the long-term impact of artificial intelligence on work, even in the IT industry.
This worry is not unfounded. According to a recent report by Tata Consulting Services, IT is the most common user of artificial intelligence in 12 of the 13 major vertical industries, with over 46% of IT organizations in large enterprises. Incorporate artificial intelligence into their work files.
But this does not mean that IT positions are about to embark on the path of telephone switch operators. Instead, the day-to-day activities of enterprise technology professionals will evolve with artificial intelligence and may require new skills.
This has taken place at the UK-based InterContinental Hotels Group, which includes Crowne Plaza, Holiday Inn, and several other hotel chains.
Two years ago, IHG's Global IT Service Support Director, Scot Whigham, joined the board when the company had 35 people working on first- and second-line technical support. They helped hotel staff and company employees handle bookings and other back-office systems. Problems, as well as general hardware and software issues.
Whigham said it is difficult for employees to keep up with the company's 24-hour needs and handle emergencies. Thus, in early 2016, the company initiated a major transformation to provide better self-service options and the ability to scale as needed.
He said: "Artificial intelligence is part of our transformation strategy."
IHG deployed an artificial intelligence service desk agent, IPSoft Amelia, which can conduct intelligent conversations, answer questions, perform common support tasks, and more importantly learn from experience.
The company has no layoffs. Instead, it increased the number of employees from 35 to 115. However, without this platform, IHG will have to hire another 120 agents to meet demand.
He said: "Our indicators have greatly improved compared to the indicators before the start. And our use of self-service and artificial intelligence platforms has also increased greatly."
IHG's experience provides an overview of the future impact of artificial intelligence on IT work, one of which is to increase productivity and create new career opportunities, but raises warnings about the types of tasks and roles that are not necessarily completed by humans in the future. .
Training
He said that unlike most chat bots, Amelia is more than just working on a pre-prepared question and answer list. He said, "I can talk to her. She understands the intent of the conversation and learns from the conversation. If She can't answer your questions or solve your needs, she will pass the questions or needs to the labor - and stay in the conversation, observe the exchanges that take place, and learn from them."
Amelia can follow the main line of a conversation and get familiar with a problem after a long interval.
He said: "If you have experienced a major incident, need to update insurance, and you have to put down the phone to do other things, then the next time you come back, she can regain that conversation. Even after a year to regain That conversation."
With Amelia to deal with this "zero tier, or tier zero, refers to the first things that are in contact with the user, such as chat bots, chat bots can not solve, and then turn to manual customer service, manual customer service may be tier one, If the manual customer service can't solve it, it may be transferred to the engineer. At this time, the engineer is tier two)" support, human beings can focus on more difficult problems and unusual situations. Some people are also turning to other roles in which they monitor Amelia and train her instead of answering the phone.
Wweam said: "We are using the expertise of robots in soft skills and technical support, and we have not encountered employee blocking - employees worry that trained robots will eventually replace their work.
He said: "People have accepted this approach. This has become the only way - everyone wants to join. My skills will increase, this is the direction of things."
To keep employees informed of the latest technology, IHG allows them to receive training from IPSoft and other vendors, including IBM.
But the company decided not to start its own artificial intelligence technology from scratch, he said.
He said: "If your industry is not artificial intelligence or cognition, you should not try to establish a cognitive strategy. I see other organizations trying to participate, they don't seem to be self-sufficient, you should have a business strategy that includes the technology. .
Opportunities related to artificial intelligence will expand
For IT professionals, artificial intelligence technology shows tremendous opportunities. By becoming an expert in deploying artificial intelligence technology to achieve maximum business value and combining it with other tools and services, a new career path will open. But even in the initial stages, artificial intelligence will free up IT professionals by taking over the repetitive tasks and engage in higher-value tasks.
Mike Fitzmaurice, vice president of workflow technology at Nintex Group, said: "I won't use it to automate a person's work itself, but to make things better."
He said that artificial intelligence is particularly good at doing a lot of repetitive tasks.
He said: "In a huge scale, people will feel tired and behave badly in pattern recognition. Any repetitive task, even if it looks creative, if it is model-based, then it may be What artificial intelligence can do."
For example, Nintex is adding third-party artificial intelligence components, such as Microsoft's sentiment analysis services, to its workflow automation products. This allows companies that are not necessarily skilled in artificial intelligence to add these capabilities to a variety of everyday tasks.
He said: "In the past few years, only people with a lot of knowledge, scale and resources can do this. But now it is different, artificial intelligence is suitable for everyone, you just have to look at the direction, if we have Using the vision, power and vision of artificial intelligence, I think 2018 will be the year that artificial intelligence is used for us."
According to Gartner's research, by 2019, more than 10% of IT customer service staff will be responsible for writing scripts for robot interaction. By 2020, 20% of companies will be responsible for monitoring and guiding neural networks.
Some companies will also benefit from the deeper use of artificial intelligence, which requires training beyond the training range offered by training camps and suppliers.
According to Nolwenn Godard, director of product pricing at PayPal, for example, PayPal uses artificial intelligence and machine learning to improve the efficiency of everything—from risk management to customer lifecycle management.
But she said that there is still a shortage of artificial intelligence talents compared to demand.
Another challenge is diversity and cognitive bias.
“Women are not adequately represented in the field of artificial intelligence. We need tools that use ethical control and bias mitigation in data sets and algorithms,†she said.
Considering more natural language usage, real-time processing of larger data sets, and more connections between systems, she expects the use of artificial intelligence to grow dramatically in the coming decades.
She said that artificial intelligence developers will also focus on enhancing the human experience. “For example, let artificial intelligence talk, see, respond, or proactively provide advice while empowering people.â€
The upcoming artificial intelligence economy
For most companies, using Google, Microsoft, IBM, and other vendors' products is more meaningful than building their own translation engine, chatbot or image recognition system.
Bruce Molloy, CEO of Springboard.ai, said: "But companies should also pay attention to their unique differentiation and see if artificial intelligence can be applied. For example, if companies have to deal with product manufacturing, these companies are creating these products. May benefit from the benefits of a lot of insight."
He said that for artificial intelligence-driven companies, business models, and products and services, there are many possibilities that did not exist before.
He added that defensiveness is also an aspect, because artificial intelligence giants like Amazon have made it clear that it targets many industries that can be transformed, such as retail and food delivery.
He said: "This is their strategy."
Gregg Gordon, vice president of Kronos' data science project team, said that Google and Tesla are other examples of using new technologies to challenge incumbents across all industries.
He said: "For companies with slow changes, they will first feel the slow loss of profits caused by low operational efficiency. Then they will continue to ignore the trend, but will do the economic pressure caused by low efficiency in the form of cost reduction. Responding to this will only accelerate their demise, and these companies confuse underinvestment and operational efficiency."
But the threat is not just from the famous AI leader.
Gartner predicts that by 2019, when using disruptive business solutions to drive the artificial intelligence economy, startups will surpass Amazon, Google, IBM and Microsoft, and artificial intelligence platform services will erode 30% of market-leading companies.
For companies that take advantage of new technologies, artificial intelligence can free IT professionals from their day-to-day work. Those people can now turn to higher value activities that may require additional training.
According to the TCS report, 80% of the executives surveyed are currently investing in artificial intelligence, and almost everyone plans to invest in artificial intelligence by 2020.
Let your IT career in the era of artificial intelligence not be outdated
Experts suggest that IT professionals who want to keep their careers out of date should expand their skills to include growth areas such as business or communication skills, cybersecurity, or more in-depth industry expertise.
Ian Doyle, IBM's US federal government executive security consultant, said that in the case of cybersecurity, there will be about 2 million vacancies in the next few years.
But artificial intelligence will become an important part of network security because it helps security professionals work more efficiently.
IBM recently conducted a survey that sought to understand the federal government's perception of artificial intelligence, with about half wanting to be a leader and half wanting to be a follower – but people almost agreed to use artificial intelligence for the web. Safety.
Matthew Mead, chief technology officer of SPR, a Chicago-based consulting firm focused on digital transformation, says application development is still a powerful area.
He said: "We will try to incorporate more artificial intelligence into our work, but for a typical developer, the work will change significantly in the near future. Such an idea is absolutely wrong. I think things are in certain The aspect is actually a bit exaggerated. I am not saying that many changes will not happen, but there are too many speculations and fictional elements in this field.
He said that perhaps 100 years later, the artificial intelligence system will create new applications from the ground up and take over all other IT functions.
He said: "I am not saying that all of this is good, but in the next 20 years, I can't see the decline in IT work.
McKinsey pointed out that artificial intelligence can create 20 to 50 million internal or external IT and outsourced technical consulting positions.
A bigger threat than artificial intelligence - cloud, automation
Experts say that some traditional IT jobs may disappear, but the culprit will not be artificial intelligence, at least not yet.
Conversely, conventional automation, outsourcing, and cloud technologies will have a large short-term impact, said Anand Rao, a partner at PricewaterhouseCoopers in New York and a global leader in artificial intelligence.
He said: "There are many factors that are improving productivity."
Take the CRM system as an example. In the past, companies used to use internal CRM or use on-premise software. When they turned to Salesforce, all internal support and management related to CRM disappeared.
Many companies are still running legacy systems, which are still valid, and the company has invested heavily in systems.
Rao said: "But at some point, this practice has collapsed under its own weight. Enterprises either go bankrupt or start over with new infrastructure. The cost of ending everything and restarting has fallen sharply, and upgrading is only a matter of time. ."
Is this all just hype?
With all the news reports on the latest advances in speech recognition, language translation, image processing, pattern recognition, and autonomous vehicles, many people have predicted an artificial intelligence-driven cataclysm in which humans have been catastrophic. Was eliminated.
Rao said: "People claim that the world will change overnight. I don't think this kind of thing is happening. At the same time, it's not just a fictional vapor ware, and it all goes away, but in the fog. Pieces and extinction edges.
Manual, repetitive and daily tasks will be automated. He said: "When everything is automated, you are in a place where you can add value."
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