Here are the thoughts on artificial intelligence/chatbots in the workplace from some of the speakers at IntraTeam Event Copenhagen 2019
- Benjamin Niaulin – Sharegate:
- Digital Workplace, AI… these are words for concepts we do not yet fully grasp. Once names and implemented they become “work from home initiative” “Co-Authoring” “Recommended Content/News” etc… I think we will all be using them in some shape or form, but likely won’t make a big deal out of them. For example we use a chatbot to talk with our customers and use AI in many different situations within our products. They are ways to leverage technology to provide a better experience to whomever our customer is, whether it’s a paying customer or a fellow colleague trying to get work done.
- Cecilie Rask – Danish National Police:
It’s really interesting... I think we’ll see lots of development in AI over the next few years. The best intranets in 3-5 years, are those , who will understand how to master AI to the benefit of the user.
- Christian Buckley – CollabTalk:
Most of what is out there today is fairly rudimentary, and is more about companies and technology providers experimenting and learning. Most APIs are limited today, but they will continue to be expanded, with more data and actions becoming accessible to users. When that happens, we’ll see increasingly complex solutions inside and outside of the enterprise.
- Elizabeth Marsh – Digital Work Research:
We need to explore the possibilities and understand the implications – while staying focused on the digital workplace strategy and keeping people at the heart of what we do.
- Frank Sielaff – Merck:
- (Voice-enabled) chatbots will become commodity focusing on efficiency at first. Later, natural language processing and psychometric methods will boost people analytics.
- Gillian McCann – Workgrid Software:
- Artificial intelligence and chatbots in the workplace can add immersive value to both employees’ work day and the bottom line for organizations. Organizations should start looking at where both chatbot and AI technology can be used to address a specific business challenge or pain point for employees and focus on these challenges to create the most impact and value for employees.
- Jesper Bylund – Region Skåne:
- To social it, to loosen control. Put the employee in control how he/she wants to work. Not just an “average” intranet/workplace (focus on cost), but something the employee can configure, even can choose the hardware (laptop, Mac, tablet)…
- Kimberley Morrison – Arriva:
- I think the workplace is moving to a more self-service way of working and chatbots are just the beginning to accessing information from a way that we are familiar with in our personal lives.
- Kristian Norling – Region Västra Götaland:
- If English is your official organizational language, then I would be somewhat positive. But for us, I do not yet see that the Swedish language models for NLP are good enough yet.
- Laura Rogers – IW Mentor:
- I think that both artificial intelligence and search engines will become more powerful, and that information workers will be accustomed to being able to type keywords or natural language in order to find what they need, wherever they are.
- Lena Hildeberg – Bonnier Broadcasting,TV4 and C More, Sweden:
- I’m very curious about what the future will bring! If we still have jobs, I think AI and bots would be very handy at work.
- Luis Suarez – Panagenda:
- Contrary to what everyone says, I strongly believe A.I. doesn’t exist (yet). It’s a hyped term vendors, marketers and sellers have incorporated into their buzzword bingo cards to entice customers to think they need A.i. in their digital workplaces, when, in reality, we are decades away from true A.I. (With the ‘I’ as Intelligence).
- Eventually, what most consider A.I. is essentially a faster computing programme capable of doing very fast computing tasks with humongous amounts of data, but, still it’s a computer programme. Nothing to do with intelligence.
- So, with all of that said, I see the role of the so-called ‘A.I.’ and chatbots as helping aids for knowledge workers, where instead of replacing humans, they would automate tasks that need to be automated and free knowledge practitioners to work on more complex problems, collectively as teams, networks and communities. In a nutshell, I see the role of “A.I.” and chatbots more about augmenting the human capability than replacing knowledge workers. What needs to get automated will get automated. It’s down to us to decide where we should be re-investing that ‘free time’.
- Malou de Rooy – JACOBS DOUWE EGBERTS:
- I believe bots and integrations are one of the key features that influence the success of an internal social networking platform. The better you can integrate different work flows and processes with your companies’ communication & collaboration platform, the more it becomes the primary place where employees will go to to do their job.
- Martin White – Intranet Focus:
- In the workplace these are niche applications. If there is no commitment to ‘search’ then AI/chatbots will only have a limited impact.
- Neil Barnett – Heathrow:
- Must be automated, currently still needs too much manual intervention.
- Patrik Bergman– Haldex AB:
- Today they have somewhat of a limited scope, but this will change going forward. The technology is evolving very quickly, and more and more companies are trying new things. So, while bots and AI can be seen as somewhat novel ideas today, they have the potential of driving big value later. For example, Delve can be a bit unclear today, but can potentially prepare your whole week if used correctly later.
- Per Birk Olsen – Danish National Police:
- Don’t forget to document the impact on your system.
- Ralf Larsson – Electrolux:
- Great, if it works and brings a direct value.
- Richard Harbridge – 2toLead:
- Chat bots are just an interface. It’s a way of interacting and experiencing things. A better indication of where the value will go is the “idea” pane in Excel 2019, PowerPoint 2019, etc. – This is more about recommending and highlighting insights, improvements and more that the user didn’t even realize they could pursue or leverage.
- Sharon O’Dea – Lithos Partners:
- I think bots are reaching peak ‘hype’. But have a role to play. Artificial Intelligence and bots have huge potential to make workplace technology easier to access and use, streamlining the experience for users by doing the hard work behind the scenes. But their success is directly related to how well they meet user needs, and how good the content on them is.
- Simon Thompson – Experience Applied:
- We’re seeing greater acknowledgement that AI can’t solve all problems and runs a serious risk of magnifying biases. You cannot transform an organisation if your tools are reinforcing old structures and biases. More positively, tools like translation, sentiment analysis, image recognition, and auto-classification are cheaper and easier to integrate. Similarly, there’s more understanding of the effort required to implement and continually develop chatbots. In spite of this, they can provide great insight into users’ needs and the language they use.
- Stacy Wilson – Eloquor Consulting:
- There needs to be a valid purpose/goal for such technology that drives at business goals and return on investment. If AI is used to drive business in this way, it will be more broadly embraced as part of the digital workplace. Alternatively, using AI just because it’s cool – or in ways that don’t create business value – will not encourage sustained interest/use.
- Steve Sale – AstraZeneca:
We are very much still in the hype phase and expectations are much higher than reality. However, Chatbots & AI offer some exciting prospects and are areas we have been exploring at AstraZeneca.
- Suzie Robinson – WSH Group Limited:
If the technology improves from where it is now, then they could become incredibly valuable tools – but only if they’re used for the right applications. Technology can go through trends and fads, but I’m hopeful that AI/chatbots will continue to be improved rather than fall by the wayside. My only concern is the quality of service they offer could be lacking without a person behind them to drive the responses being given or content created.
- Trude Hole – Bouvet:
I think the use of artificial intelligence will increase to enhance the capabilities in the company. Chatbot as they become “smarter” will reduce time of search for information and will be introduced to services that can reduce time of searching.