When you hear AI, is the first thing that pops into your mind a tool or a co-worker?
Machines have advanced so much, they are now able to casually talk to us, drive, and learn by themselves. More than half of large corporations and growing startups plan to devote some of their resources to develop AI applications.
With that in mind, it’s not so hard to imagine a “robot” colleague sharing an office with you. A robot teammate will certainly have a drastic impact on the productivity of the team (they don’t really take lunch breaks) and allow us to have more time and focus on tasks that require human attention.
In order to achieve the perfect office atmosphere and get along with our robot buddies, both machines and humans will have to learn and adapt. All things considered, it won’t be that different, still, we need to pay attention to certain details and learn how to support them.
Work on the external elements that the robots can’t understand
Even though they are super-effective, reliable, and deliver amazing results AIs are still powered by nothing more than lines of code telling them what to do. They will not understand if they’re doing something wrong and if that’s due to external elements.
If you want to have a chat with the famous Cleverbot, you will notice a warning directed to parents that Cleverbot is a machine that learns from its interaction with humans and they advise caution. They can learn, but they cannot improvise outside the boundaries they have, while we humans are great at it.
That means that all automated functions a chatbot has will be closely connected to our brand and to what our customers desire. Jatana’s intelligent automation technology is able to automatically tag or reply to a ticket, or even suggest a reply. However, if ticket replies are outdated and no longer valid, Jatana will make innocent mistakes that are not due to a malfunction in the system but to lack of relevant data. Our job is to make sure everything is up to date: tickets, macros, canned responses, etc…
Know when to step in
Another possible limitation is the social factor. Due to the complexity of human communication and the subtle nuances of language, AI will not always be able to recognize a customer who is raging mad. Talking to a machine won’t make things any better, and human intervention is of utmost importance in cases like these.
Our job is to watch over our programmed work buddies and take over when necessary. Possibilities are limitless, but capabilities are not. We need to help them learn and even do their job for a while if need be.
Measure their success by measuring your own
Don’t forget to evaluate and measure the success of your AI colleague. Artificial intelligence is useful only when it helps us succeed. It is important to keep track and notice if their performance is better or worse than expected. You may not always be happy with the results, but you will have the chance to see where an improvement can be made.
The best of all? Giving a bad performance review to a machine will not hurt its feelings. Maybe only their creator’s feelings.