It may only make workers more efficient.
Imagine a customer service center that can speak your language, no matter what it is.
Alorica, an Irvine, California-based company with customer service centers around the world, has launched an artificial intelligence translation tool that allows its representatives to talk to customers in 200 different languages and 75 dialects.
As a result, Alorica representatives who speak only Spanish can file complaints about Cantonese-speaking printers or incorrect bank statements in Hong Kong. Alorika does not need to hire Cantonese-speaking representatives.
This is the power of artificial intelligence. Moreover, the potential threat is that if chatbots can handle workload, perhaps the company will not need as many employees and cut some jobs. But the problem is that Alorika has not laid off employees. It is still actively recruiting.
The experience of Alorica and other companies, including furniture retailer Ikea, suggests that artificial intelligence may not become the job killer many fear. Instead, the technology may be more like breakthroughs of the past-steam engines, electricity, the Internet: that is, eliminating some jobs while creating other jobs. Overall, it may increase workers ‘productivity, ultimately benefiting themselves, their employers and the economy.
Nick Bunker, an economist at Indeed’s recruiting laboratory, said he believes AI “will affect many, many jobs-perhaps indirectly affect every job to some extent.” But I don’t think it will lead to mass unemployment. We have had other major technological events in our history that have not led to a significant increase in unemployment, but have also created new jobs.”
Essentially, artificial intelligence enables machines to perform tasks that were previously thought to require human intelligence. Early versions of the technology have been around for decades, with the emergence of the problem-solving computer program “Logic Theorists”, established in the 1950s at what is now Carnegie Mellon University. Recently, think about voice assistants such as Siri and Alexa. Or IBM’s chess computer Deep Blue, which successfully defeated world champion Garry Kasparov in 1997.
Artificial intelligence really entered the public consciousness in 2022, when OpenAI launched ChatGPT, a generative artificial intelligence tool that can conduct conversations, write computer code, compose music, write papers and provide a steady stream of information. The arrival of generative artificial intelligence has raised concerns that chatbots will replace freelance writers, editors, coders, telemarketers, customer service representatives, legal assistants, etc.
“Artificial intelligence will eliminate many current jobs, and it will change the way many current jobs work,” OpenAI CEO Sam Altman said in a discussion at the Massachusetts Institute of Technology.。
However, there is widespread belief that AI chat bots will inevitably replace service workers, just as physical robots replace many factory and warehouse jobs, but this assumption has not become a reality in any broad way-not yet, in any case. Maybe never will.
The White House Council of Economic Advisers said last month that “there is little evidence that artificial intelligence will have a negative impact on overall employment.” Consultants point out that history shows that technology often increases corporate productivity, accelerates economic growth, and creates new types of jobs in unexpected ways. way.
They cited a study led this year by renowned MIT economist David Autor: The study concluded that 60% of the jobs held by Americans in 2018 did not even exist in 1940, but were created by technology that emerged later.
Challenger, Gray Christmas, a re-employment company that tracks layoffs, said it has not seen much evidence of layoffs attributed to labor-saving artificial intelligence.
“I don’t think we’re starting to see companies saying they’ve saved a lot of money or cut jobs that they no longer need,” said Andy Challenger, head of the company’s sales team. future. But it hasn’t played out yet.”
At the same time, concerns that artificial intelligence poses a serious threat to certain categories of work are not unfounded.
Take Indian entrepreneur Suumit Shah, for example, who caused a stir last year when he boasted that he had replaced 90% of customer support staff with a chatbot called Lina. Shah’s company Dukaan helps customers build e-commerce websites, a move that shortens query response time from 1 minute and 44 seconds to “instant.” It also shortens the usual time required to resolve a problem from more than two hours to just over three minutes.
“It depends on the AI’s ability to accurately process complex queries,” Shah said in an email.
He said the cost of providing customer support dropped by 85%.
“Very difficult? Yes. Is it necessary? Absolutely,”Shah posted on X.
Dukaan has expanded the use of artificial intelligence into sales and analytics. Shah said these tools are becoming increasingly powerful.
“It’s like upgrading from Corolla to Tesla,” he said. “Things that used to take hours now only take minutes.” And accuracy has reached a new level.”
Similarly, in a study last year, researchers at Harvard Business School, the German Institute for Economics and Imperial College London Business School found that job openings for writers, programmers and artists dropped significantly in the eight months after ChatGPT was launched.
A 2023 study by researchers at Princeton University, the University of Pennsylvania and New York University concluded that the jobs of telemarketers and English and foreign language teachers are most exposed to language models similar to ChatGPT. But exposure to artificial intelligence does not necessarily mean that you will lose your job. Artificial intelligence can also do hard work, allowing people to free up time to do more creative tasks.
For example, Swedish furniture retailer Ikea launched a customer service chatbot in 2021 to handle simple inquiries. Instead of laying off employees, Ikea retrained 8,500 customer service staff to handle tasks such as advising customers on interior design and answering complex customer calls.
Chatbots can also be deployed to increase employee efficiency, complementing rather than eliminating their work. A study by Erik Brynjolfsson at Stanford University and Danielle Li and Lindsey Raymond at the Massachusetts Institute of Technology tracked 5,200 customer support agents at a Fortune 500 company who used assistants based on generative AI-based. Artificial intelligence tools provide valuable advice for handling customers. It also provides links to relevant internal documents.
Research found that people who use chatbots are 14% more productive than colleagues who do not use chatbots. They handled more calls and completed tasks faster. The largest productivity gains (34%) came from workers with the least experience and skills.
At the Alorika call center in Albuquerque, New Mexico, a customer service representative has been struggling to obtain the information needed to quickly process calls. After Alorica trained her to use artificial intelligence tools, her “processing time”(the time required to resolve customer calls) dropped by an average of 14 minutes over four months, to just over 7 minutes.
Over six months, artificial intelligence tools helped a group of 850 Alorica representatives reduce their average processing time from just over eight minutes to six minutes. They can now answer 10 calls per hour instead of 8, and can answer an additional 16 calls every 8 hours a day.
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Original text:https://techxplore.com/news/2024-09-ai-jobs-workers-efficient.html
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