Feature insight - automation, AI and robotics
and then predicting which ones are most likely to lead to good hires ● most HR professionals have conflicted feelings about the potential power of AI to monitor and report back on employees. The HR.com report comments that “As the importance of AI in HR rises, the risk of market hype increases as well”. The report notes that Gartner Inc, the research and advisory organisation, reported in July 2017 that “… growing interest in [AI is] pushing established software vendors to introduce AI into their product strategy, creating considerable confusion in the process… [and] by 2020, AI technologies will be virtually pervasive in almost every new software product and service.” Jim Hare, research vice president at Gartner Inc, says “As AI accelerates up the hype cycle, many software providers are looking to stake their claim in the biggest gold rush in recent years. AI offers exciting possibilities, but unfortunately most vendors are focused on the goal of simply building and marketing an AI-based product rather than first identifying needs, potential uses and the business value to customers. “Software vendors need to focus on offering solutions to business problems rather than just cutting-edge technology. Highlight how your AI solution helps address the skills shortage and how it can deliver value faster than trying to build a custom AI solution in-house.” Gartner’s press release (http://gtnr. it/2zN6d9h), issued following its 2017 AI development strategies survey, says that to successfully exploit the AI opportunity, technology providers need to understand how to respond to three key issues: ● lack of differentiation is creating confusion and delaying purchase decisions ● proven, less complex machine-learning capabilities can address many end-user needs ● organisations lack the skills to evaluate, build and deploy AI solutions. Making AI available It’s realistic to see the benefit of using chatbots in HR, payroll and pensions as
a ‘meet-and-greet’ function that serves to sift the queries/calls: answering the trivial ones, directing some to online guidance, or forwarding the remainder to human staff to respond and resolve. There is, of course, the issue of cost. Typically, justification for a corporate purchase often involves a rapid return on investment (e.g. paying for itself within two years). ...in payroll and HR it is important to keep the human While such a fast return may not be practical for all businesses, those offering HR/payroll/pension management services may well consider that such investment and development will be worthwhile. Subsequently, it would surely make sense to offer their AI software to customers to help recoup development costs. Despite the initial apparent reluctance of IBM staff to take up the challenge of developing a system to compete on Jeopardy!, in 2013, just two years after winning the show, IBM announced that the first commercial application for the Watson software system would be in utilisation management decisions in lung cancer treatment in conjunction with health insurance company WellPoint. In 2014, IBM announced it was creating a business unit around Watson, and was investing $1 billion to get the IBM Watson Group division going. In 2017, Microsoft changed its vision statement to “Our strategy is to build best- in-class platforms and productivity services for an intelligent cloud and an intelligent edge infused with artificial intelligence (AI)”. Microsoft has been rolling out AI-assisted features designed to help with everyday tasks (e.g. live translation of recorded speech), within the Office suite, as well as assistance from Cortana. Microsoft’s services are available to organisations that element and interaction...
want to build their own intelligent tools, so users pay for processing and storage as required, removing the need for them to host their own expensive and rapidly-ageing infrastructure. Recently, Microsoft announced new technology designed to accelerate machine learning algorithms to real time using programmable processors (called ‘field- programmable gate arrays’) that can be configured by customers or designers. Software can be programmed directly onto a programmable chip, enabling hardware to function as specialised deep neural network processing unit. Microsoft is also developing industry specific AI applications, and has announced a new healthcare division based on AI with the aim of developing predictive analytic tools to alert people about medical problems, help diagnose diseases, and recommend the right treatments and interventions. Closing comments Ken Pullar, CIPP’s chief executive officer: “The rate and scope of development and innovation in technology is phenomenal. We are starting to see technology introduced in our daily lives, which in recent history was branded in films as science fiction. providers about how their software can help them to generate the analytics and metrics that they require to add strategic value to HR and business decisions. “I also encourage software developers to listen to their customers to establish what their requirements are and then think about how the technology can be developed to support them, not the other way around. “By keeping up with changes in technology, embracing and utilising to its full potential there are more opportunities for employees than ever. There is often a fear that technology will replace humans in the workplace; however, in payroll and HR it is important to keep the human element and interaction to maintain employee engagement. “So, use technology to improve processes and analyse payroll and HR information available to you, but ensure that you are up to date on legislation and industry developments so that you can rise above the machines.” n “For payroll and HR there are real opportunities with the development of technology. I encourage all payroll professionals to talk to their software
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| Professional in Payroll, Pensions and Reward |
Issue 37 | February 2018
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