Friday, March 31, 2023

g-f(2)1032 THE BIG PICTURE OF THE DIGITAL AGE (3/31/2023), HBR, Generative AI Will Enhance — not Erase — Customer Service Jobs





ULTRA-condensed knowledge

"g-f" fishing of golden knowledge (GK) of the fabulous treasure of the digital age, The New World, The "Positive Disruption: AI Revolution" has accelerated, Generative AI


"genioux fact": "genioux facts" asked Bard and Bing Chat to write a summary of the article "Generative AI Will Enhance — not Erase — Customer Service Jobs."



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OPPORTUNITY, Lessons learned, HBR


🎯Outstanding Golden Knowledge (GK) Container



genioux, HBR Fact: This power of generative AI and large language models to understand all the history, context, nuance, and intent of a business offers a once-in-a-generation opportunity.

Current HBR Fact: Despite the media narrative to the contrary, generative AI will not wipe out entire categories of jobs, such as those in customer service. Automation is ideally about unlocking human potential to do tasks differently and do different, higher-value tasks.

Current HBR Fact: In our book, Human + Machine: Reimaging Work in the Age of AI, we detailed how leading companies were using artificial intelligence to augment human capabilities, not replace them. The same dynamic will drive the use of generative AI as companies find even more creative ways to tap the power of human-machine collaboration.

Foundational HBR Fact: Customer service, a vital activity in almost every industry, provides an instructive case in point of the ways generative AI will enrich — not erase — jobs. For example, we found that the bulk of work for customer service representatives could be broken down into 13 existing tasks. We then analyzed how the introduction of generative AI might affect each of those tasks. Four of the tasks remained unchanged and could be performed entirely by humans. Four tasks could be fully automated. Five tasks could be augmented to help humans work more effectively. And five new, high-value tasks emerge. 

HBR Fact: The speed of development will continue to be breathtaking. We’re at the start of an incredibly exciting era that will fundamentally transform the way information is accessed, content is created, customer needs are served, and businesses are run.

HBR Fact: Because adoption and evolution of the technology will take place almost simultaneously, generative AI will be continually disruptive.

HBR Fact: Companies that act first and most aggressively stand to create an outsize advantage over those who hesitate, elevating employee capabilities, delighting customers, and introducing powerful new business models.

HBR Fact: Because generative AI is rapidly evolving, customer service organizations will need to continually find new and more powerful ways to use it. This is not just a task for designers but for CSRs as well, who know first-hand what is working, not working, or could be improved.



"genioux fact" condensed as an image



Extra-condensed knowledge


Extra condensed knowledge complements ultra condensed knowledge.

"genioux facts" asked Bard to write a summary of the article "Generative AI Will Enhance — not Erase — Customer Service Jobs."

BARD summary


The article "Generative AI Will Enhance — not Erase — Customer Service Jobs" discusses the potential impact of generative AI on customer service jobs. The author argues that generative AI will not replace customer service jobs, but will instead enhance them by freeing up customer service representatives to focus on more complex and challenging tasks.

The author begins by discussing the current state of customer service. They note that customer service is a critical function for businesses, as it is responsible for handling customer inquiries, complaints, and requests. However, customer service is also a labor-intensive function, and businesses are always looking for ways to automate it.

Generative AI is one potential solution to the problem of automating customer service. Generative AI is a type of artificial intelligence that can generate text, images, and other creative content. It is still in its early stages of development, but it has already shown promise in a variety of applications, including customer service.

The author argues that generative AI can be used to automate many of the tasks that are currently performed by customer service representatives. For example, generative AI can be used to create FAQs, answer customer questions, and even resolve simple issues. This will free up customer service representatives to focus on more complex and challenging tasks, such as resolving customer complaints and providing personalized service.

The author also argues that generative AI can help to improve the customer experience. By providing customers with quick and accurate answers to their questions, generative AI can help to reduce frustration and improve customer satisfaction.

Overall, the author argues that generative AI has the potential to enhance customer service jobs, not replace them. By freeing up customer service representatives to focus on more complex and challenging tasks, generative AI can help to improve the customer experience.

However, the author also acknowledges that there are some potential challenges associated with the use of generative AI in customer service. For example, it is important to ensure that generative AI systems are accurate and reliable. Additionally, it is important to train customer service representatives on how to use generative AI systems effectively.

Overall, the author concludes that generative AI has the potential to be a valuable tool for customer service. However, it is important to carefully consider the potential challenges associated with its use before implementing it in a customer service setting.



"genioux facts" asked Bing Chat to write a summary of the article "Generative AI Will Enhance — not Erase — Customer Service Jobs."

Bing Chat summary


According to an article in Harvard Business Review, generative AI will not wipe out entire categories of jobs, such as those in customer service. Instead, it will enrich jobs by unlocking human potential to do tasks differently and do different, higher-value tasks 1. In the domain of customer service, generative AI will require higher-order cognitive work such as judgment, insight, moral reasoning, and innovation 1. This is a far cry from following scripts or handing off customers to other more knowledgeable customer service representatives 1.

The article also found that the bulk of work for customer service representatives could be broken down into 13 existing tasks 1. Four human tasks were unaffected by generative AI and performed entirely by customer service personnel. These included such activities as the arrangement of customer-facing environments and directing organizational operations, activities, and procedures 1.



Condensed knowledge



The condensed knowledge complements the extra and ultra condensed knowledge.



Foundational Fact: "genioux facts", the online program on "MASTERING THE BIG PICTURE OF THE DIGITAL AGE”, builds The Golden Knowledge Path (GKPath) digital freeway to accelerate everyone's success in the digital age. “GKPath” is the free highway where there is no speed limit to grow. GkPath is paved with blocks of golden knowledge (GK). 

genioux Research Fact: g-f(2)1024 geniouxfacts, THE BIG PICTURE OF THE DIGITAL AGE: The Key Findings of Our Research (03/26/2023)

genioux Fundamental Knowledge Fact: g-f(2)256 The Big Picture of the Digital Age (5/2/2021), geniouxfacts, The fundamental knowledge mini-pyramid for traveling on the "GKPath" highway.

genioux Fundamental Knowledge Fact: g-f(2)151 The Big Picture of the Digital Transformation, 3/1/2021, geniouxfacts, How To Succeed At Business Digital Transformation.

genioux Fundamental Knowledge Fact: g-f(2)153 The Big Picture of Business Artificial Intelligence (3/3/2021) in a Single “g-f KBP” Chart

genioux Fundamental Knowledge Fact: g-f(2)74 THE BIG PICTURE OF THE DIGITAL AGE: Rapid change, incertitude and disruption, in a hypercompetitive environment

genioux Fundamental Knowledge Fact: g-f(2)174  THE BIG PICTURE OF THE DIGITAL AGE (3/20/2021), geniouxfacts, Executive guide of golden knowledge to fire up your unlimited growth.




Paul Daugherty


GROUP CHIEF EXECUTIVE – TECHNOLOGY & CHIEF TECHNOLOGY OFFICER

Paul Daugherty (@pauldaugh) is Accenture’s group chief executive – technology and CTO. He is a coauthor of Radically Human: How New Technology Is Transforming Business and Shaping Our Future (Harvard Business Review Press, 2022) and Human + Machine: Reimagining Work in the Age of AI (Harvard Business Review Press, 2018).


H. James Wilson


GLOBAL MANAGING DIRECTOR – THOUGHT LEADERSHIP & TECHNOLOGY RESEARCH

H. James Wilson (@hjameswilson) is the global managing director of thought leadership & technology research at Accenture. He coauthored multiple books including Radically Human: How New Technology Is Transforming Business and Shaping Our Future (Harvard Business Review Press, 2022) and Human + Machine: Reimagining Work in the Age of AI (Harvard Business Review Press, 2018).


Karthik Narain


LEAD – ACCENTURE CLOUD FIRST

Karthik Narain leads Accenture Cloud First, with responsibility for helping clients shape, move and operate their business in the cloud to accelerate innovation and achieve their digital transformation goals. He is also a member of the company’s Global Management Committee.

Accenture Cloud First is a multi-service group that provides the full stack of cloud services spanning strategy, industry-specific cloud journeys, cloud data and AI, migration and modernization, and secure cloud management, as well as change and talent management for continuous innovation. In his role leading Accenture Cloud First, Karthik is focused on extending the company’s leadership in cloud with Accenture’s ecosystem partners and through investments in deep industry capabilities and solutions, cloud acquisitions and talent.




Some relevant characteristics of this "genioux fact"

  • BREAKING KNOWLEDGE
  • Category 2: The Big Picture of the Digital Age
  • [genioux fact deduced or extracted from HBR]
  • This is a “genioux fact fast solution.”
  • Tag Opportunities to those travelling at high speed on GKPath
  • Type of essential knowledge of this “genioux fact”: Essential Analyzed Knowledge (EAK).
  • Type of validity of the "genioux fact". 

    • Inherited from sources + Supported by the knowledge of one or more experts.



References


“genioux facts”: The online programme on "MASTERING THE BIG PICTURE OF THE DIGITAL AGE”, g-f(2)1032, Fernando Machuca, March 31, 2023, Genioux.com Corporation.


ABOUT THE AUTHORS


PhD with awarded honors in computer science in France

Fernando is the director of "genioux facts". He is the entrepreneur, researcher and professor who has a disruptive proposal in The Digital Age to improve the world and reduce poverty + ignorance + violence. A critical piece of the solution puzzle is "genioux facts"The Innovation Value of "genioux facts" is exceptional for individuals, companies and any kind of organization.




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