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Image source : changeboard.com |
AI is now becoming
more prevalent in our lives both at work and at home. According to a recent
report from the Capgemini Research Institute, EI will be a must-have
skill in the future, with demand likely to rise six-fold within the next five
years. The report offers a country-based analysis regarding executives’ beliefs
on EI in the workplace with 74% of executives believing that EI will become a
“must-have” skill. The report also focusses on the current statistics regarding
EI in employee assessment process and the potential benefits for promoting EI
skills during staff recruitment and training.
We think AI will
change the job profile of companies, many of the traditional roles have already
been automated and with more sophisticated AI, more roles will be done by
machines that are supplementing human intelligence and helping humans to evolve
their job skills.
Challenges
Whenever we step
into anything new, there always are challenges to understand and meet. Let us
examine these in EI.
1. Can we adequately and
efficiently reskill our workforce?
2. What are the new areas of
opportunity for employment that do not currently exist?
3. Can we cope with the change in
attitudes in our workplaces with more creative and innovative staff?
Help with these challenges could
be provided by AI and these could then be used to make workforces more emotionally
aware. Some of the potential applications would be, what is the best new role
for an individual based on their experience? How can we ensure the most
efficient and slick retraining programs? This would not made the workplace EI enabled
but also a happier place to be in. So, let us be AI and EI enabled now.
AI and EI enabled workplace
One should never be afraid of
change for change can bring a lot of benefits too. There are universal benefits
AI brings such as consistency, repeatability and scale but also, we begin to
understand empirically the role of emotions in customer interactions. We then
can very quickly change the offer to the customer if they change their emotion
mid correspondence and we can try completely novel solutions and observe the
emotional response to this. One can build a flexible and stable agent that can
handle complex customers and understand how they feel.
The most important question one needs to address is
what does our previous human agent do when replaced by a non-human agent. They
can either be trained to manage the AI, spend more time innovating solutions
for the business or be available if the customer wishes to speak to a human
agent. Perhaps then the most important part of an AI agent would be the ability
to know when to revert to a human intervension, based on how the correspondence
is progressing.
A win-win situation
When we use any kind of
intelligence as it is supposed to be used, it can indeed transform all our
lives making it a win-win situation for all of us. Let us then become AI and EI
enabled.
Reference :capgemini.com
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