In setting out to discuss the #futureofwork, #FOW, #waysofworking & #humanisedworkforce, it is impossible to do so without addressing technology. The digitisation of our lives and the work environment is evolving rapidly. Increasingly digital transformation has become a significant focus in strategic planning processes.
Overwhelmingly and rapidly, the discussion turns to AI and bots. The theme seems always to focus on fear and losing work and essential jobs to digitisation, algorithms and robots.
Therefore, let us look at the critical historical markers that have lead to this point and the drivers for the rapid changes to #waysofworking that are now taking place.
Historically speaking
India has long been considered a leader in developing a technically capable workforce. Companies like Tata Consulting, Infosys & Quess Corp. have become substantial global players in the provision of technically diverse teams to support companies transform and keep abreast of strategic and technical requirements.
In a 2019 survey of more than 45,000 Indian education institutions “Statista” was able to confirm that there are more than 3 million STEM enrolements in any one academic year. The high enrolement number results in 1.5 million graduates released to the Indian and global market annually.
The school of engineering in any of the Australian schools covers a wide range of disciplines. The recent focus by industry and government on STEM studies would indicate that the demand is still increasing and the plans to support this increase are elaborate, many and varied.
On a personal note, recently, my son graduated from UTS as an Electrical Engineer and joined a small technology company in Melbourne, which is supplying high value, niche products for local and global customers.
However, all may not be as it seems.
In discussion with Aaron McEwan (VP Research & Advisory, Gartner), he advised that Gartner research indicates technology development from a skill perspective already peaked about two years ago.
Immediately when I heard this, I wondered what would happen to the investment in technical roles that education institutions, business and government were making in STEM. What would the graduates be doing? Before panic sets in about imminent change, we need to be cognisant that, even in this era of increasingly rapid change, any change like this has a long tail.
By way of example: in my earlier career, I have experience as a COBOL programmer and trainer. COBOL was one of the first languages developed using a structured programming format. It paved the way for the modern languages around reusable modules of code and dynamic linking of outcomes. No matter how much I reminisce and glamorise COBOL, in the computer world, it is an ancient language. Therefore, imagine my surprise after a quick search on the job site SEEK revealed 15 open roles for Cobol developers in Australia (August 2020). In the US the job site, indeed, advises there are more than 600 Cobol developer roles available.
Long-tails aside, the evidence points to peaked technology development. Why has this happened? What will be the implications?
Ever since I took the first role in the IT industry in 1989, I wondered why the IT solutions customers used needed so much support and nurturing.
I always thought it was useful to compare IT solutions to the use of a fridge. When using and relying on a fridge, I never had to solve technical problems to get a cold beer.
Fast forward to now. Basic business technology may be closer to that of a fridge.
Businesses still need technical support, but the traditional computer worries around PCs, operating systems, backup, network infrastructure and applications all seem easily integrated, implemented and serviced. A lot of the time its an outsourced service which is not considered core business.
Currently, most of the technology development focus is centred around:
AI,
5G
Data generation,
Data analysis,
Cloud, and
Cyber-security.
All of the historical and emerging technologies require facilitation by ever-increasing processing power. This processing power is catered for in massive server farms (aka Cloud Services), evolving supercomputers and the next holy grail, quantum computing.
Why is everyone talking about AI?
A recent survey of Australian senior executives conducted by Genpact revealed that 36% of executives say they are extensively implementing AI-related technologies to enable the re-imagination of their businesses.
One of the much-discussed offshoots of this will be the bots. Automation Anywhere is one of the early promoters of low cost easy to integrate business bots. In fact, albeit virtual, they are increasingly being considered as an integral part of the workforce.
Who are the members of the evolving, typical business workforce? When weighing up the resource costs allocated to a business unit, business leaders now include in the FTE (full-time equivalent) calculations the following categories of employees:
Full-time,
Part-time,
Contract,
Consultant,
Bots, and
AI.
“epictenet” is an Australian fintech and a developer of AI and bots in Sydney for the insurance industry. They have developed an AI-powered user interface (CX) platform with the very Australian name of “Joey”. In discussion with the CEO and founder, Ritesh Srivastava, he explained how clients were ordering the bots for customer-facing interaction. Quite often, this will be the first experience or interaction a customer has with the company.
Why are companies risking their market brand using bots as the “first impression” of the company with customers?
The best response to this is for all of us to consider the average call centre experience with company representatives who are not in the same time zone or native speakers of whichever is our first language. The stories of long wait times and frustration are well documented and discussed on blogs and customer complaint services. A key feature of call centre services is the inconsistent level of service obtained by the customer.
Ritesh explains that bots are the next-generation customer experience. They are supported in the backend by a rapidly learning AI engine that gets smarter after reach interaction. When complexities in the customer interaction arise, a real support staff jumps in to handle the specific issue - once done, the staff members hands the customer back to the bot.
Aaron McEwan describes this as “role augmentation”. The bot service advantages for the customer are:
Designed to be a native speaker (spoken or written),
Wait times online or on the phone reduced to zero,
Consistent approach and service level.
The advantage of the regular employee is that they are solving a higher level of problem with less boring and repetitive work. This results in fewer customer support staff but with a higher level of skill.
Of course, AI has many more uses in an organisation, and not all bots connect to an AI engine.
According to technology companies like Automation Anywhere, bots can be an algorithm that can perform a repetitive process without error; incessantly and quickly. The bot deployment frees up the human resource to re=skill and perform more creative and less repetitive work.
As companies explore the AI possibilities, it is essential to realise that it is still early days. Some exploration into the market revealed that the use of the term “AI” is quite predominant. However, the actual front line companies that have real AI development capability are still quite a few.
Those that have AI development capability are feeling their way around and trying to understand the power of what they are developing. The reason uncertain development is occurring is that a machine designed to learn by itself will eventually have a lot of permutations and outcomes that have been developed and decided by itself. For this reason, the evolving “AI brain” is also known as a BlackBox.
Implications for #waysofworking
Technology is not the only driver for rapid changes in the #waysofworking. The COVID-19 pandemic is resetting many long-held norms and practices in the way we conduct our life, interact with family, friends and colleagues and conduct work experiences.
However, it is indisputable that technology, the stage to which it has developed and the pace at which it continues to evolve is ensuring technology is an enabler. The digitisation of the #waysofworking is changing our lives and the workplace forever.
Jim Stanford is the Economist and Director, Centre for Future Work at the Australia Institute, Sydney. In a recent interview, Jim described his expectation of the future work environment as “grittier” and “more competitive”.
Of course, this will sound quite threatening to many people and give a reason for fear. However, with the correct leadership, planning and training opportunities, it should allow the evolution towards a more rewarding work environment, one in which tedious and repetitive tasks become automated and where the human involvement focuses on problem-solving and creativity.
Over the next period, we will cover many aspects that pertain to #waysofworking. With regards to digitisation, we will cover:
Key corporate systems,
Data analytics, and
Remote working.
The focus and outlook should be very positive. There should be exciting roles with exciting work in a safe environment for all.
I look forward to hearing feedback and comments.