Futurizonte Editor’s Note: Perhaps the headline of The NY Times story should be: AI will take your job and AI will become your boss.
Original author and publication date: Kevin Roose – June 23, 2019
Summary: The goal of automation has always been efficiency. What if artificial intelligence sees humanity itself as the thing to be optimized?
When Conor Sprouls, a customer service representative in the call center of the insurance giant MetLife talks to a customer over the phone, he keeps one eye on the bottom-right corner of his screen. There, in a little blue box, A.I. tells him how he’s doing.
Talking too fast? The program flashes an icon of a speedometer, indicating that he should slow down.
Sound sleepy? The software displays an “energy cue,” with a picture of a coffee cup.
Not empathetic enough? A heart icon pops up.
For decades, people have fearfully imagined armies of hyper-efficient robots invading offices and factories, gobbling up jobs once done by humans. But in all of the worry about the potential of artificial intelligence to replace rank-and-file workers, we may have overlooked the possibility it will replace the bosses, too.
Cogito is one of several A.I. programs used in call centers and other workplaces. The goal, according to Joshua Feast, Cogito’s chief executive, is to make workers more effective by giving them real-time feedback.
“There is variability in human performance,” Mr. Feast said. “We can infer from the way people are speaking with each other whether things are going well or not.”
READ the complete original article here.