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Improving customer service with artificial intelligence

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PA’s Stefan Knapp, a business transformation expert, shares his view on robotics and artificial intelligence, and whether AI will replace human manpower.

The use of AI in the labour market is increasing, and one example is IBM’s cognitive agent Watson that is not only able to solve basic work tasks, but also helps diagnose rare diseases. Stefan refers to PA’s new benchmark of the 20 leading AI vendors that also identifies trends in the market. The benchmark shows an increase in the use of AI, a development that may concern unions and human employees. 

“However, nothing indicates that human jobs are in any kind of danger. On the contrary, when cognitive agents take over human routine tasks, we get more time to solve more productive and complex tasks,” says Stefan. 

Stefan encourages company leaders to define a clear vision for how AI is used within the organisation and a clear plan for how the ownership of these new digital employees is embedded in the business.

Stefan Knapp is a business transformation expert at PA Consulting Group 

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