21 September 2015
We invest heavily in automation. Our RnD team is focussed on automating as many of the simple functions they can. They simplify life by integrating databases and systems, making different software work with each other or automating simple processes.
This automation by no means replaces our people; it simply helps them to do their roles more efficiently. Taking these more menial tasks out of the hands of front-line teams, you free up the time for people to do what they do best; develop great relationships with clients over the phone and face to face. No robot could ever replicate that.
The way I see it, the future success of UKFast isn’t defined by the question of whether to invest in people or AI, but rather by the results when we invest in both.
It’s interesting to read that people are concerned that it may cost jobs in the technology industry. There are so many roles that a machine or ‘robot’ simply could not do. Our industry needs people.
We’ve been fighting since day one to put the heart into hosting, when we started in 1999 great customer service was unheard of in our industry – the focus was on hardware and software. Now, thankfully, there has been a shift back towards real support and people.
I don’t profess to know what the future holds for the industry as a whole but, for me, it’s about striking the right balance between the two. Using AI for repetitive simple tasks to boost efficiency whilst real people are there to support, understand and build relationships.
Ultimately I think we all should be adding extra value to our role, if you’re worried about being replaced by a machine, maybe there is something more that you could be bringing to your team? What can you add that no machine ever could? How can you be indispensable?
The increasing abilities of AI are surely only going to make the irreplicable human qualities even more valuable to businesses. It’s up to us to evolve as the technology does.
It’s always good to have competition to keep us on our toes.