How AI is changing our world and the future of work mint

As modern AI capabilities continue to evolve at a remarkable rate, it would not be an exaggeration to say that this technological phenomenon has changed every aspect of our lives. In fact, recent studies show that 77% of devices currently being used have some form of AIAnd By 2030, AI is expected to contribute $15.7 trillion to the global economyThese numbers paint a vivid picture; AI has taken over our modern world, and we must embrace it to succeed.
Whether you are still an aspiring student, an aspiring young professional, or even an experienced business leader, keeping up with this highly disruptive technology has become a vital imperative. The ‘All About AI’ series, hosted by Mint in collaboration with Salesforce, delved deeper into the infinite potential of AI and highlighted innovative solutions that are transforming our industries. Abhishek Singh, Deputy Editor, Mint, the fifth episode of the series, focusing on the future of work, hosted by Nathalie Scardino, President and Chief People Officer, Salesforce, and Arun Parameswaran, MD Sales, Salesforce India. This episode brought eye-opening insights and interesting experiences about the latest and greatest of AI capabilities. Watch the full episode below,
Understanding AgentForce: The New Era of AI Agents
Contents
- 1 Understanding AgentForce: The New Era of AI Agents
- 2 Unpacking “The Dawn of an Indian Age”
- 3 The Big Picture: How AI will change the future of work, businesses and life
- 4 Boost employee productivity and efficiency with AI-driven innovation
- 5 Learn, Unknown, Relay: The Power of Upskilling
- 6 Key takeaways from the episode
- 7 Disclaimer: This is a Mint editorial initiative, sponsored by Salesforce.
Believe it or not, in our business ecosystem, resource crunch is a common challenge: more work to do than people have time to do. Enter AI agents bringing together productivity, efficiency and accuracy. Nathalie Scardino, CPO, Salesforce, talked about the future of autonomous AI, AgentForce, and its capabilities. That said, a few months ago we announced AgentForce, a world of autonomous agents at work and the flow of work. Speaking on the potential of this new agent, he said, “We are in agent autonomous time, and we have customers from Openable to Wiley to Saks 5th Avenue. Imagine you’re a client: Maybe you’re traveling to India for an event and you realize at the airport that your saree isn’t quite right, now in the age of agents, agents, handrails. With, maybe able to help the customer. Saree sourcing at airport. There may be a place you can go and collect it immediately, or if you need a refund, the agent is able to provide you with a refund. ,
The conversation also brought up a marked difference between powerful autonomous agents and simple bots. In her own words, Nathalie described them as “agents of action”, capable of performing tasks well beyond normal bots. Arun Parameswaran, adding to Nathalie’s explanation, went into detail describing the challenges of current website bots. He explained how these bots often do not provide accurate answers or even fail to engage the customer. Giving an example of how modern autonomous agents can make all the difference, he said, ‘Let’s say you shop at an outlet for Thanksgiving or Black Friday. You buy a bunch of stuff, and then come Christmas, you see the prices drop 20%. So, what do you do? Currently, you have to go back to the same outlet, return the product, then buy the same thing at a lower price. But with modern AI agents, the person can simply say, “Hey, I bought this, and your website says the price has been reduced. Can I get the new price?” and a refund is immediately issued. ‘
Unpacking “The Dawn of an Indian Age”
Marc Benioff, CEO of Salesforce, called the current era of India’s progress “the dawn of an Indian era”, highlighting the country’s growing economic importance and growth potential. Explaining the sentiment behind this statement, Nathalie said, “What is unique about India is that everything works here. You have the sales organization, operations, full Scrum team, engineering product, and agents. ” He said, “I just met with a dozen of our engineers who are building agents and platforms and data clouds, which, as we know, AI is meaningless without data. A lot of that innovation right here. So I think it’s an incredible part of our company’s strategy.”
The Big Picture: How AI will change the future of work, businesses and life
How will autonomous AI agents change our lives?? Answering this question, Arun talked about how any revolutionary technology brings a certain level of concern. However, with AI taking over some mundane tasks, individuals can now graduate to higher-value tasks.
Giving an example of the store outlet discussed earlier, Arun talked about the process of handling customer complaints. He said, “When we think of a scenario like getting a refund from a store outlet as we discussed earlier, it was usually handled by the call center. One has to research about that. What product was purchased, the price that was paid, current policies for refunds, and more. The manager will have to reach out to multiple people in that call center. are those that satisfy a single customer With the AI agent involved, it was done in seconds.”
Adding to the positives of this change, he said, “It means I now have the ability to repurpose my team to actually do the work that is going to delight my customers. Every customer I have interacted with has said they are not reducing their staff. We don’t see AI coming that way. Our thinking is that if we can kill repetitive tasks through automation and AI, we can repurpose our teams to see how we can enhance customer experiences. ,
Changing track from what is being forced to be removed to what is expected to become the new norm, Nathalie gives her insight into what the future holds for jobs in the evolving business ecosystem. Using their recruitment process as an example, he said, “We have approximately 2,000,000 candidate applications that come through our system every single year. There is no way to manually review every resume. So, by leveraging AI, we are now able to look at the 7 million applications that are in our system and connect with candidates that might have been overlooked previously. ,
Boost employee productivity and efficiency with AI-driven innovation
Increasing employee productivity and efficiency has emerged as an everlasting quest for organizations across the globe. Accordingly, employers have been on a mission to provide their employees with the best features and benefits to minimize distractions and maximize engagement. and highlighted that with recent surveys A single distraction can waste 4.8% of the workdayOrganizations are doubling down on creating highly focused work environments. In this scenario, AI can act as the ideal game changer.
Speaking of her own experiences working in a role dedicated to empowering employees, Nathalie discussed the incredible impact that AI has already brought to organizations. By carefully considering employee feedback, her team discovered that getting the right information at the right time was extremely labor intensive. To tackle this challenge, the company leveraged AI and the data cloud to bring data from all its disparate systems into one place. This proved to be highly beneficial and saved thousands of hours for employees, increasing their overall efficiency. Instead of spending 20% of their time looking for information, employees can leverage semantic search to interact with technology and find where to go.
Learn, Unknown, Relay: The Power of Upskilling
A few years ago, chatbots were seen as extraordinary inventions capable of rejuvenating customer experiences. Now, with the rapid advancement of agent AI, chatbots have quickly become obsolete. If there’s anything to be learned from the death of simple chatbots, it’s that constant upskilling and progress is necessary to stay relevant.
Highlighting the critical need to continuously learn and improve, Arun said, “What we learned yesterday is going to become outdated very quickly in a few months.” Arun also recalled a recent conversation with the President of Engineering, during which the President and his team adjusted the most recent progress and accomplishments by turning around an entire speech in the space of 48 hours. “The pace of innovation is going to be ridiculously high,” Arun said. Professionals need a mindset of continuous learning. For professionals who intend to work for the next 10 years, accept that you are going to learn at a faster pace. And every year, you find that everything I learned last year suddenly becomes inactive. ,
Key takeaways from the episode
- Sophisticated autonomous AI solutions can eliminate mundane and repetitive tasks to allow individuals to perform the high-value duties that really matter.
- Customized AI agents can take personalized actions and deliver exceptional employee and customer experiences.
- With the adoption of AI, organizations are not looking to reduce their workforce. Instead, organizations intend to restructure their teams to do more meaningful work.
- AI solutions are helping new businesses connect with the right people and find the resources they need.
- The use of AI is already saving thousands of hours for employees.
- According to the World Economic Forum, data and AI literacy is one of the top skills to learn for the future of jobs.
Disclaimer: This is a Mint editorial initiative, sponsored by Salesforce.
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