A large number of jobs for positions in customer service, trucking and taxi services would be eliminated from requirement within the next five years by robots and the so-called intelligent agents. The total loss of jobs would be around 6 percent of all jobs, revealed a recent survey report from Forrester.
“By 2021, a disruptive tidal wave will begin. Solutions powered by AI/cognitive technology will displace jobs, with the biggest impact felt in transportation, logistics, customer service, and consumer services,” said Brian Hopkins, VP at Forrester, in the report.
Amazon’s Alexa, Apple’s Siri, Alphabet’s GoogleNow and Facebook’s Messenger bots are prime examples of intelligent agents, chat bots and digital assistants. Such digital agents v and they are powered by artificial intelligence which gives them the additional computing and decision making capabilities.
The Forrester survey report found that there would most likely be a redistribution of jobs as AI-based services and apps will eventually change most industries. For example, there is expected to be varying and wide ranging impact on the both the auto and transportation industries with the research, advent and rise of the self-driving cars.
The report found that with the aim of training algorithms that will power all kinds of new services, companies like Facebook and Google are soaking up top talent and building huge bodies of data. Activities like taking things like images and video and converting that “unstructured data” into insights, like labeling objects in images, is already being done by the so-called artificial intelligence.
The bots of 2021 will be better at learning from users and increasingly able to handle more complex scenarios as they are most likely to be of an advanced nature and hence will be much better at understanding human language. The report said that there would be widespread adoption over the next three to five years of digital agents and bots as the capabilities would expanded their cognitive abilities and will make them more intelligent agents and therefore much more useful to people.
A process of creating a baseline set of artificial intelligence and cognitive services is what Facebook and Google are right now dong in terms of research and development of AI. The report states that stealing customers from competitors and taping those tools to scale their business will be done by others by 2021.
Facebook is already enabling this. Facebook is making it easy for businesses to automate conversations with the over a billion people using the app every month by opening up its Messenger application program interface earlier this year and continually expanding its developer tools. The once costly back office processes are being automated by companies with the help of Messenger which now has more than 33,000 bots. For example, On Monday Facebook vice president of messaging products David Marcus announced new tools to enable bots to accept payments inside the app.
(Adapted from CNBC)