Artificial intelligence (AI) is quickly becoming an integral part of the service industry, and its potential for optimizing workplace and workforce management is being increasingly recognized.
AI
-based automated assistants are being used to quickly respond to customer inquiries, obtain detailed information about products and services, and provide advice to help customers make the best decisions. A survey by PricewaterhouseCoopers shows that more and more global companies are starting to see the value of AI for workforce management. IBM's report also reveals that half of human resources managers anticipate and recognize the potentials of technology in human resources around operations and acquisition and talent development.A report by Deloitte shows that 71% of international companies consider people analysis a high priority for their organizations. AI-powered machines are being used to help workplace designers calculate work results and, in some cases, even replace work through automation. AI tools and applications are also being used to optimize “adaptability and learning” in order to better integrate knowledge gained from employee feedback and technology. However, there have already been several cases of unfair treatment related to historical data, so steps need to be taken to ensure that this does not prevail in artificial intelligence.
The regulation of individual algorithms will limit innovation and make it difficult for companies to make use of AI. AI is an efficient tool for dealing with complex situations, while human capacities seem to be more relevant in situations of uncertainty and ambiguity. This thesis aims to provide a better understanding of the role of humans and artificial intelligence in the organizational decision-making process. Service robots and AI promise to increase productivity and reduce costs, which will drive substantial growth in sales of service robots and research dedicated to understanding their implications. AI also poses new problems for organizations in relation to their responsibility and acceptance by society, since there is a gray area around machines compared to ethics and laws.
For example, the executive director of the Allen Institute for Artificial Intelligence, Oren Etzioni, argues that there should be rules to regulate these systems. In conclusion, AI is becoming an increasingly important part of the service industry, with its potential for optimizing workplace and workforce management being increasingly recognized. However, it is important to ensure that ethical considerations are taken into account when using AI, as well as regulations that will limit innovation but protect against unfair treatment.
