Amelia CEO Chetan Dube and The Financial Times Discuss the Role of AI in the Workplace

2 minute read

Will AI lead to mass unemployment or will human roles evolve to meet new digital-based professions? This was the primary topic of conversation when our CEO Chetan Dube sat down with The Financial Times for an in-depth discussion about the future of AI and the history of IPsoft. Read this to learn more.

IPsoft CEO Chetan Dube sat down with Jonathan Moules, Business Education Correspondent at The Financial Times, for an in-depth discussion about the state of Artificial Intelligence (AI). During the podcast, Dube touched on the ethics behind AI in the workplace and how IPsoft helps its clients build a working relationship between AI and humans.

When asked how humanity will be impacted by an increase in automation, Dube said companies that replace human labor with automation should be required to redistribute the cost-savings to the general public via taxation. “Overall productivity is going to go up. We know that,” Dube said. “If you have 24/7/365 machines working ‘round the clock, you’re going to see the average GDP of the world go up.” Dube said taxation on automation “will allow the corporations who will benefit vast amounts” from AI to give back to “the people that can actually benefit also from the improvements that have happened.”

Although Dube believes AI will reshape the global workforce, he doesn’t believe it will lead to mass unemployment. Rather, he predicts human roles will evolve to meet the new demands created by AI- and digital-focused business processes. “What happened to the horse and carriage driver? What happened to 90% of us that were farming at the turn of the 1800s and that is down now to 2%? The 88% are not unemployed they’re actually shaping world opinions…They have evolved.”

Dube does caution that the speed of AI’s influence on the workforce will be much quicker than previous technologically-driven transformations. As a result, governments will have to be prepared to help workers transition to new roles. “The speed of this change is so fast that if governments and companies do not move with pace then man can be caught on the wrong foot and there might be a period of unrest where man has to scramble to try and retool their skillsets,” he said.

The interview also examined IPsoft’s 20-year history and what Dube believes separates IPsoft’s cognitive-based digital colleague, Amelia, from other AI. “Amelia’s proficiency lies in conversational intelligence, cognitive intelligence, which is about contextual understanding of what is being said and responding in a way that can boost up Net Promoter scores,” he explained.

To hear the full interview, be sure to visit The Financial Times.


The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

Learn More