In addition to direct employee interactions with new contractors , NOW Courier uses AI to communicate with them while they are on the road to identify issues . “ Should a problem arise , we are equipped to redirect them to a specific individual or department . Also , we can record their concerns to facilitate further investigation and follow-up discussions ,” says Van Horn .
For example , suppose a driver says , “ I ’ m having trouble getting instructions to where I need to go .” The system is designed to route them to an employee who would engage in a conversation about the issue , or it would respond with , ‘” Let me arrange for someone to call you back .’” Because of AI ’ s ability to “ learn ” from interactions , it can help a contractor with repetitive issues .
“ Imagine a scenario where a contractor calls into our AI program , facing challenges with a specific customer . If our program has records of how similar situations were previously addressed , AI can access that information and suggest , ‘ Based on your description , this might be an effective solution .’ That capability is a significant advantage ,” says Van Horn .
He stresses that AI is a tool for responding to issues but that eliminating issues is where people must step in : “ Based on the context , AI might produce ‘ hallucinations ,’ which are inaccurate outcomes generated by the program . A human is necessary to establish and maintain the guardrails to prevent such issues ,” he cautions .
Van Horn says the company uses what he calls a “ hybrid model ” when it comes to AI working together with the members of his team : “ Within the talent acquisition process at NOW Courier , AI functions as a supportive ‘ co-pilot ’ to simplify and accelerate various tasks , which in turn boosts employee productivity and efficiency . Nonetheless , AI is not a stand-alone solution . While it excels in specific tasks , it falls short in areas needing the human element , underscoring the vital role of human involvement in every aspect of organizational process .”
Setting Conditions for Contractors
Van Horn also uses AI to set conditions for his IC drivers . Here ’ s how he describes that process : “ We employ AI modeling to calculate the suitable commission , considering various factors related to a specific scope of work . This approach is combined with analyzing thousands of applicant responses , considering their commission expectations , the distance they are willing to drive , and the hours they are prepared to work . All of these are evaluated based on the type of vehicle they use . Additionally , we factor in the individual ’ s time in relation to the commission . Incorporating market compensation data , our model forecasts the average speed ( MPH ) a contractor can expect to maintain , and the time required for in-town versus out-of-town stops , tailored to the details of a specific route . This model is adept at blending these elements with other variables as part of a comprehensive equation .”
He cautions that it ’ s all about the accuracy of the information you put in : “ It ’ s important to remember that the effectiveness of the model ’ s output is directly influenced by the quality of data inputted into it . Essentially , the results are only as accurate as the information provided .”
Where and How to Start
For a company that wants to use AI , Van Horn says the best place to begin is recruiting . “ Talent acquisition involves numerous procedures , making it an ideal starting point ,” he says . “ There is a wide array of tools available , as HR professionals have been among the early adopters of AI , particularly in talent acquisition programs .”
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