advantage and positive impact on employee retention seem all but guaranteed .
THE POTENTIAL BUSINESS IMPACT OF IGNORING NEW TECHNOLOGIES
Organizations have tried numerous strategies to cope with the lack of human labor — everything from reducing their operating hours to raising wages to offering four-day work weeks . But recently they have hit upon a new strategy , one that has them saying “ What labor shortage ? Use AI .”
“ Those that choose to ignore the power of new AI tools may not last long enough to get to that point . There will be new jobs created and many that could be permanently disrupted , perhaps reviving debates about universal incomes and pressure for skills training ,” says Diane Brady , assistant managing editor at Forbes .
CHATGPT : AI ON STEROIDS
“ Generative AI , algorithms that generate fresh images , sounds , and content that dazzlingly – and often disturbingly – ends up being as good or better than what humans can create on our own ,” continues Brady . “ The most heralded of the bunch thus far – not to mention the fastest-growing consumer internet application in history , with more than 100 million users — is ChatGPT . Launched by OpenAI in November 2022 , the chatbot is editing research papers , passing business school exams , composing music , and proving to be a terrific customer-service rep , coder , marketer , and therapist to all .”
Chat Generative Pre-Trained Transformer ( ChatGPT ) is a chatbot built on language models powered by and trained on massive amounts of data . ChatGPT offers detailed responses and articulate answers across many domains of knowledge . Its factual accuracy needs work , however .
Unlike its predecessor , ChatGPT can remember things previously said in a conversation and tries to reduce harmful / deceitful responses . Queries get filtered through its parent company ’ s technology to eliminate racial and sexist prompts .
DOING MORE WITH LESS HUMANITY The impact of automation cannot be denied .
There is no arguing that machines and AI are faster , cheaper , and more efficient . And they make fewer mistakes than humans . When a bank started using chatbots to handle more than 1.5 million claim requests each year , it found that the work of 85 bots was equal to the output of 200 full-time human employees … at only 30 % of the cost .
THE GREAT RE-SHUFFLE
The Great Re-shuffle refers to employees who not only quit their companies but totally left the industry they were working in .
As a result , organizations impacted most by the Great Re-shuffle will have to get creative in providing a great customer experience with less labor . For instance , the future of fast-casual restaurants will be less dependent on servers working a set of tables , and more on self-service kiosks / iPads on the table and / or an app customers can use to place their orders , then either pick it up themselves or have dining room runners bring it out to them . Businesses will also need to offer superior digital employee experiences ( DEX ), defined by behavioral science firm BetterUp as “ encompassing every aspect of an employee ’ s interaction with technology ”. Technology might be linking workplace experiences more and more , but it will still need to provide humans with ease , clarity , and reliability .
THE RISE OF VIRTUAL RECEPTIONISTS
A growing trend in salon / spas and doctor offices are virtual receptionists . Unlike a traditional receptionist , instead of being a full-time employee working onsite , they work remotely . Virtual receptionists can be responsible for handling all the duties of a receptionist . They can answer incoming calls , take messages , transfer calls , make outgoing calls , schedule appointments , and so much more . And they do it all from a remote location . A virtual receptionist can check in customers or patients and answer any questions through a video screen that is stationed in the reception area . They can even direct a customer or patient to a thoughtfully provided — albeit self-service — coffee station .
Everything is provided … except , perhaps , the warmth of human interaction .
John DiJulius is redefining customer service in corporate America today . He didn ’ t read the books on customer service , he wrote them : Secret Service , Hidden Systems That Deliver Unforgettable Customer Service , What ’ s The Secret ? To Being a World Class Customer Service Organization , The Customer Service Revolution , The Best Customer Service Quotes Ever Said , and The Relationship Economy . One of the most captivating and charismatic speakers today , John ’ s keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day . In his high-energy presentations , he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels .
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