9 Ways AI and Intelligent Automation Affect the C-Suite

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Mindsets Evolve

Image: Pixabay

The definition of "business as usual" continues to shift as human-machine partnerships evolve. RPA, virtual agents, chatbots, and intelligent interactive voice response systems (IVR) technologies are all being used to automate call centers, although the same technologies can also be applied to many other functions including HR, finance and procurement.

"Leaders are having to consider what to do with their labor sources," said Booz Allen Hamilton's Fraser. "We're finding [that those in the federal sector] are not focused proactively on what they can do better. They may have middle management thinking of ideas to improve workflow processing, or the call script, or the contact response methodology, but if they were to adopt more proactive means of augmenting their workforce with technology such as shadow agency using virtual agents powered by AI to always give the expert answer, they'd be able to spread their workforce, no matter the skill set, and provide the expertise that a citizen might like."

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