Tag: human intervention

As far back as 2018, Harvard Business Review (HBR) raised the question: how is artificial intelligence (AI) changing contracts? Five years may not fit the criteria of “long-term”, but with the pace at which technology is evolving, it might as well be decades. As remains the case today, HBR cited efficiency as a key driver for the growth of AI in contracting.

From the rise of virtual influencers and the advent of non-fungible tokens (NFTs) to TikTok’s explosive growth and Meta’s forays into the metaverse, we’ve seen a flurry of digital advances and innovation over the past five years. While some technologies such as virtual reality and NFTs still seem to loom far on the horizon, one heavily hyped tech that has broken through into the mainstream is artificial intelligence (AI).

During discussions with several of our contact centre customers, the topic of Artificial Intelligence (AI) and its impact on call centres and customer experience (CX), strategies is often raised. Various articles have been published relating to AI, machine learning (ML) and bots replacing humans in contact centres, focusing on the advantages that AI brings when compared to having people servicing customers and more.

As self-driving industrial vehicles mature and the Internet of Things (IoT) as well as wireless connectivity become more widespread, the mining industry in South Africa has shown a growing interest in automating haul trucks and other mobile equipment.

Decision-makers are concerned about how the use of artificial intelligence (AI) technology can negatively impact their brand and result in a loss of stakeholder and customer trust. In fact, research has shown that 56% of executives globally have slowed down their AI adoptions because of such fears.

While the 4th Industrial Revolution (4IR) presents immense opportunity for particularly the hospitality industry, the people-centred nature of these businesses will likely see human capital remaining an equally integral component to organisational success.