(Full disclosure, parts of this article were themselves enhanced by AI!)
Over the last 12 months, artificial intelligence seems to have exploded into our consciousness. From the inexorable rise of ChatGPT to deepfakes of celebrities, it seems that AI has left the world of science fiction and entered the mainstream.
Clearly as AI becomes more prevalent in the workplace, it will very much be about
striking the right balance between automation and human intervention. This article will outline how companies may be able to approach this new technology and ensure we retain the human face of business.
In the same way that digital processes and software are now impacting on almost all parts of a company’s operations, from HR to marketing and from supply chain management to finance, AI is taking these to the next level.
Sophisticated algorithms and data-driven programmes can do in seconds what a human being might have taken hours or even days to achieve. Here is just a short list of some of the positive benefits that AI could have within a business:
· Product and service innovation
· Marketing and advertising
· Personalisation and customer experience
· Fraud detection and security
· Data analysis and insights
· Predictive analytics
However, as with any technology, there are also a range of threats. As well as the major concern around potential mass job losses as people start to be replaced by programmes, there are also ethical and data privacy issues around AI which haven’t been fully investigated.
Clearly, the biggest impact will be on the people working for organisations, many of whom will be understandably concerned about whether their roles will be replaced by a machine or a smart programme.
Affable Partnership Director Laura Bowyer says: “Historically, whenever new technology was brought in, it replaced the workers (be they agricultural or industrial) with physical machines or robots. This latest round of technology is broadly invisible but has the potential to replace even professions such as medicine, accountancy and law – all of which use processes which could be mimicked by AI.”
She adds: “Even now, many companies are starting to use ChatGPT to help write policies, scrutinise candidates and help design performance management programmes for employees. This will only accelerate as the technology develops further.”
Bryan Palmer, a business improvement & wellbeing advisor, concurs and says: “AI is not a panacea. However, with clear goals, proper data collection and analysis plus effective change management it has the potential to contribute significantly to sustainable improvements in business processes.”
He continues: “AI will increasingly be utilised within LEAN methodologies to enhance business processes, improve efficiency and drive continuous improvement. LEAN is a philosophy and a set of principles aimed at minimising waste and maximising value in business operations. When combined with AI technologies and tools, organisations will be able to achieve even greater levels of optimisation.”
Communications specialist David Taylor who has studied how the new technology will affect marketing and communications, talks about a real step-change in content creation: “You now have programmes that can write articles, create images or produce realistic videos. Not only that but several of the social media platforms are beginning to incorporate AI into their interfaces so you don’t even have to worry about what to post.
“Clearly this has major implications for marketing professionals who will have to start adapting their approach to content creation, marketing automation and whether to outsource to a person or a robot!”
Yet AI is not limited to the standard work processes. With issues such as sustainability and mental health in the workplace now moving up the agenda, the technology can also be used positively here too.
Menopause coach Sophie Cartledge "I have been putting ChatGPT to the test to see how it might help workplaces and individuals when it comes to menopause information and managing general life admin. Overall, I would say it’s a great tool for accessing practical and accurate information in one place. What it can't replace however, is a real person with two ears that listens and can show empathy or give individualised advice, which because we are all unique, is pretty important when it comes to menopause.”
Sustainability specialist Gavin Lendon agrees there are real benefits to be gained from using AI, but is also concerned about the risks.
“AI has the potential to optimize energy consumption in various sectors, improve the efficiency of renewable energy systems like solar panels and wind turbines plus it can help optimize supply chains, reducing overproduction and minimizing waste. These are not only good for the planet but can make a positive impact on profit margins.
“On the other hand, there are a number of very real concerns about the negative impacts of AI. These include high energy consumption – particularly around data centres, the production of e-waste and privacy concerns when too much control is given over to systems holding personal data. Plus, as Laura stated earlier, there is a real issue around job displacement which could have profound implications for us.”
Clearly the message is that AI is now here to stay and will inexorably change how we live, work, communicate and learn. The key messages to take away are as follows:
· Aim to stay on top of the technology in your area of expertise and understand how best to use it proactively.
· At present at least, AI cannot replace human beings. It is not sentient, can only follow data-driven programmes and cannot offer the pastoral support that professionals offer. So it is about harnessing its uses.
· Think long term about your business. Do you need to adapt your model to meet the challenges of today’s data-driven and AI world?
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