by Brendan van Staaden
Brendan is an interaction automation and customer experience expert and Managing Executive of MoData Interactive
The other day, I read with interest and commented on a post by one of my colleagues about the transformational impact of Data Science and Machine Learning on a company’s attrition and employee retention.
I responded with this comment “what’s more is that DS and ML will be at the forefront of career planning and workplace wellness management”. I believe that it is here where we will see some of the most meaningful impacts of automation, intelligent process enablement and management.
I believe Conversational AI, Generative AI and Artificial General Intelligence (AGI), are influencing modern-day employee career development and workplace wellness like no other enablement technology we have ever seen.
Improving employee experience
Conversational AI is deployed to streamline internal process management and employee access to same. By default, this improves the overall employee experience and efficiency of access to information, whether from sales, operations, an IT helpdesk, or human resource management support. Imagine, if you will, a conversation with an intelligent assistant to answer emotional support questions and conflict related questions while having an emotionally intelligent understanding of how to manage workplace behavioural issues and impacts.
Monitoring wellness
Generative AI models like the early GPT-3, the March 2023 release of GPT-4 and imminent release of GPT-5 in Q1 2024, can automate drudgery, provide helpful support, drive learning, and even monitor wellness through impactful responses and access to relevant information stores whether on the enterprise database layer within the human capital data zones or the world wide web.
Generative AI will, through machine learning and LLM training, personalise learning and development pathways, continuously update materials, and create highly realistic, varied training simulations. These may even take on a gamification design to deliver a more engaging and topically relevant atmosphere for learning and development.
Automation and Augmentation
AGI, although speculative at this stage of the game, brings with it the potential to transform the workforce by automating and augmenting all routine tasks and driving individualised, personalised experiential pathways for each employee to interact on their own personal portals. This “employee-facing” and personal AI will without doubt play a massive, positive, and productive role in organisations.
It will thus be critical for leaders to be at the forefront of engagement and display the ability to adhere to strategic plans and forecasts, to segment tasks and point them to either AI automation or AI augmentation. They will need to transition behavioural attributes and assist teams in managing tasks across work roles, educate workers to maximise the attributes of AI’s evolving capabilities, and evaluate performance to reflect employees’ learning and the help they give others throughout their process.
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