You may have heard of GPT AI (Generative Pre-trained Transformer Artificial Intelligence) and it’s potential to revolutionise just about everything, including enterprise service management, by making business processes more efficient and cost-effective, freeing up we mere mortals while the bots take over. But as more businesses turn to AI-powered systems, it’s important to note that there is still a crucial role for human skills and expertise in maximising the efficacy of such systems.

A key benefit of GPT AI systems is their ability to automate routine tasks and processes, which obviously contributes to freeing up time and resources for employees to focus on higher-level – or more meaningful tasks. But it’s important to remember that human skills such as critical thinking, creativity, and emotional intelligence are still going to remain essential to ensuring that these systems are beneficial.

Chatbots can provide quick-fire responses to common queries, but they might not (yet) be able to handle some of the more complex or even emotionally charged issues. In these cases, it’s important to have skilled customer service agents who can step in and provide the required support. If you start throwing insults at a chatbot, who knows what might happen!

GPT AI data analytics tools which are appearing by the day can now provide valuable insights into a business’ operations, but they may not be able to fully capture the nuances of complex business processes, and therefore provide the intuition that can make a difference. In these cases, it’s still going to be important to have employees who can interpret the data and make those informed decisions based on their own expertise, experience, and corporate knowledge.

There’s opportunity to also work alongside GPT AI systems with human skills and expertise. For example, Knowledge Management bots can be used to capture and share knowledge across teams, but human experts might need to curate and validate the information – especially if knowledge content changes frequently.

An important consideration when balancing AI systems with human skills is the potential for bias.

Fact: AI systems are as biased as the data they are trained on.

So, if the training data is biased, the system will be biased as well. Human oversight is crucial in ensuring that AI systems are making unbiased decisions or recommendations.

The key takeaway is that while GPT and other AI-powered systems can greatly enhance enterprise service management, they are not a replacement for human skills and expertise. Balancing the use of AI systems with the unique strengths that humans bring to the table will maximise the effectiveness of both.

This might even require a cultural shift towards viewing AI systems as tools to be used in collaboration with human employees, rather than as a replacement for them.

Businesses must also invest in training employees to work effectively with AI systems and ensure that AI systems are designed and implemented in a way that is transparent and easily understandable for human employees.

Ultimately, the human side of AI-powered enterprise service management is crucial in ensuring that businesses can fully reap the benefits of these systems.