Counting live agents is easy, but that's not automation, or smart HR
India, Oct. 29 -- If there is a Solow Paradox, there is also a J-Curve. If there is something called a 'Tool Trap' dip, there is also something called a Jevon's Paradox. So what does automation actually change, and how soon?
For one- Automation can easily fall in the comfort-zone of measuring activity, and mistaking it for productivity. And it is flanked by new questions today like - outcome blind-spots, the gap of digital confidence (when people are given new tools), and the dynamics of an unprecedented digital+human workforce. What happens when agents and automation push humans to think in a new way, work in a new way, relax in a new way, and collaborate in a new way? Where would the Andon Cord lie in this workplace? Agi Garaba, Chief ...
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