Shelley Osborne, HR Drive
The future workplace will involve a new relationship between people and machines. In fact, according to Accenture, intelligent automation thrives when paired with people to drive better outcomes. “Far from killing jobs and creating a dehumanized future, pioneering companies are using intelligent automation to drive a new—and much more productive—relationship between people and machines,” says Accenture. Customer service firm 24/7.AI reinvented itself from a call center to an AI-driven customer support experience. But as its AI technology took over simple customer requests, the company trained its human workforce in critical emotional intelligence skills to handle more complex customer calls.
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