Happy holidays on what must be one of the least productive days of the year. If you’re delaying your last-minute shopping, check out a few tech headlines that jumped out at us this week:
Support is Alive and Well
2017 featured a lot of speculation (and some anxiety) about how advanced technology, including AI and automation, would impact the job market. This week, we released a survey on artificial intelligence and its impact on the workforce. Despite some of that anxiety, only 7% of our respondents thought that AI would put their jobs in jeopardy.
Our survey featured a wide variety of job roles, but one role that often finds itself in the spotlight of the smart technology discussion is IT support. As HDI’s Roy Atkinson pointed out this week, the need for human support has never been greater as we transition to 2018.
In fact, HDI found that 29% of support centers are expanding staffs, compared to only 3% that are cutting. More from Atkinson:
“Yes, automation is coming, or maybe it’s already here in your organization. What we found in 2017 research, however, is that only 8 percent of organizations that are using automation have reduced the number IT staff members. In 12 percent of organizations, staff increased, and a whopping 45 percent of organizations say that the work has shifted, but the number of people doing it has remained the same. Isn’t this the desired outcome?”
Hard to summarize it better than that.
Checkout Without Lines and Cashiers
WalMart wants to deliver an in-store shopping experience free from lines and cashiers. Recode reports that the test is called Project Kepler, and it’s being led by Jet.com co-founder Mike Hanrahan. The goal is to allow customers to exit the store with their purchases and be automatically charged through advanced technology, similar to Amazon’s Go project, which has been delayed due to technological issues.
The Change Management Award Goes to…
Fin, the human/AI assistant that can handle your tedious chores for $1 per minute. TechCrunch published an interesting profile today describing some trials and tribulations in developing technology that will learn the habits and personalities of customers to help them email, speak a request, or even negotiate on their behalf.
The profile describes a service that “makes Siri and her cohorts feel like mere calculators in comparison.”
- Five Reasons to Implement a Self-Service Portal (from ITSM Tools)
- The Impact of AI According to the Workforce
- 2018 IT Resolutions
- The Evolution of ITSM in Education
Be sure to keep up on our blog to help your service desk run at maximum efficiency heading into 2018!