3 tips for collaboration between humans and machines at work
- May 31, 2019
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Imagine the role of professionals in a work environment increasingly dominated by automation, robots and artificial intelligence (AI) can lead to a scene that looks like a utopia or even a nightmare. For Forrester, these perfect or totally terrible future scenarios seem improbable. Companies need a plan to create future experiences that do not leave employees without jobs or jobs that require them little.
Through the "Begin to project the human-machine future in the workplace now" report, organizations can help their employees thrive when working with robots and artificial intelligence. To do this, the research firm establishes three principles that must be followed by CIOs to create future experiences for employees:
1. Let employees be free to do more important work
The great tragedy of modern technology is that they have placed the burden on busy and high-paid workers to do their own administrative work-from scheduling meetings to spending reports.
Why not give it all to the machines? Personal assistants should take on routine tasks such as scheduling meetings and taking notes. Companies can gain enormous productive capacity for their most valuable human assets when they do so, says Forrester's senior analyst Samuel Stern.
2. Adapt AI to humans, not humans to AI
For a long time, people have had to adapt to their machines, and that should change. One way to make AI serve for humans is to put it into existing models of software or interaction. "We call this 'everyday AI'," says Stern. He cites Microsoft as an example, since the company is using machine learning to simplify various existing tasks.
This allows Outlook to automatically sort emails into employees' inboxes and identify numbers in receipts to fill out expense reports automatically. This is a way to simplify or add value, without requiring too much of humans.
3. Make humanity a force
Machines can be naive and irrational. As companies seek more collaboration between humans and machines, they must honor what makes us human. "A key human force is our judgment, which helps to avoid AI's literalism," Stern explains.
For example, if the AI suggests something as part of its natural language processing that does not make sense, the human can override AI. The task of verifying the work of the machine increases the trust among the employees that the functions performed by it make sense to humans. The system suggests responses to humans during live chat sessions, but if the employee ignores the suggested response, that decision is passed on to the response database, the analyst exemplifies.