AI in the workplace: Prepare for change
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1 AI in the workplace: Prepare for change Notes from the Fidelity Investment Conference 2018: Man vs machine the future of investing IMPORTANT INFORMATION Indonesia: Neither this publication nor any copy hereof may be distributed in Indonesia or passed on within Indonesia or to persons who are citizens of Indonesia (wherever they are domiciled or located) or entities of or residents in Indonesia in a manner which constitutes a public offering under the laws of the Republic of Indonesia. The Funds have not been registered with the Indonesian Financial Services Authority (Otoritas Jasa Keuangan) and therefore may not be offered or sold in Indonesia or to persons who are citizens of Indonesia (wherever they are domiciled or located) or entities of or residents in Indonesia in a manner which constitutes a public offering under the laws of the Republic of Indonesia. Malaysia: The Funds mentioned have not been and will not be registered with the Malaysia Securities Commission for public offer. Any information contained or incorporated herein is not an advertisement and is not intended for public distribution within Malaysia. Philippines: The Funds mentioned have not been registered with the Philippine Securities and Exchange Commission for public offer. Thailand: The Funds mentioned have not been registered with the Office of the Securities and Exchange Commission of Thailand for public offer.
2 AI in the workplace: Prepare for change Notes from the Fidelity Investment Conference 2018: Man vs machine the future of investing As artificial intelligence (AI) transforms entire industries and their business models, it looks inevitable that momentous changes to organizational workflows will follow affecting employees, their jobs and, ultimately, the customers they serve. Exploring this theme at the Fidelity Investment Conference 2018, expert speakers described how the workplace of the future will look, as companies experiment with AI, machine learning (ML), robotics and other innovations to automate tasks, reduce risks, cut costs, increase profitability and enhance the customer experience. Looking into the future The considerable impact of AI is evident in tools such as intelligent process automation (IPA), which are helping companies across industries automate nearly 70% of tasks, reducing processing times by as much as 60%, and producing triple-digit returns on investment, according to McKinsey. 1 Gartner predicts that by 2022, 72% of customer interactions will involve an emerging technology such as machine-learning application, chatbot or mobile messaging, up from only 11% in Phone-based communications will drop to 12% of overall customer service interactions (down from 41% now), though a human will still be involved in 44% of all interactions. 2 PwC estimates that the proportion of jobs at risk from automation range from a minimum of 21% in Japan to as much as 38% in the US. 3 1 McKinsey & Company, Intelligent process automation: The engine at the core of the 2 Gartner: Plan Now for Critical Shifts in Customer Interaction Patterns 3 PwC, Workforce of the future, 2018
3 By 2025, businesses estimate they will need to retrain 24% of employees as their roles evolve, and rehire for 21% of roles. 4 Undoubtedly, the technology is getting smarter, increasingly playing a role in our work and daily lives. Some common examples are conversational computers like Alexa and Google Assistant, which can perform tasks ranging from booking flights and hotel rooms, to managing investments and tracking business performance. Overall, most trends point to an increasingly automated workplace where humans will continue to be relevant, albeit performing different jobs than in the past. However, the journey to such an automated future is expected to be a gradual one, filled with challenges. The evolving workplace Fidelity International, which sees a big opportunity in building a digital workforce, expects AI to impact all operating models in the financial services space. The company is using this versatility to: predict hardware and software failures in its technology platforms support investment management research detect anomalies and risks in its regulatory framework use chatbots to interact with clients in new and different ways. The company s innovation program, which is already producing benefits in the form of better client and employee engagement systems, while reducing costs and risks, has several bots in production. AI is seen as an especially effective tool in managing client relations. From customer acquisition and onboarding, to anticipating and delivering on expectations, to upselling and cross-selling products and services AI is assisting companies through the entire sales funnel. Future technology is expected to become smart enough to predict which customers are likely to leave, and then devise strategies to retain them. 4 LondonFirst
4 Riding the trough While AI s capabilities in enhancing organisational efficiencies are no longer in question, the main challenge lies in picking the right technology that can add the most value. This can be an especially difficult and frustrating undertaking, as technology advances quickly, with new innovations surfacing frequently. This leads to organisations failing in their attempts to pivot from legacy business models. Stuart Morley, Head of Technology, Asia, Fidelity International, illustrated the problem by citing blockchain as a prime example of new technology about which companies are struggling to understand and render commercially viable. Blockchain s success is not in question, he said, just the way it can be scaled effectively. These technological challenges are compounded by operational hurdles, such as securing appropriate levels of funding and people with the right skill sets both in short supply, experts at the conference agreed as well as broader issues such as aligning the various strategic goals of an organization, corporate governance and employee motivation. Most importantly, companies should prioritise the problems that need solving, the speakers recommended, and focus their research and resources on selecting the technology best suited to address them. Partnerships are also key, such as Fidelity s relationship with universities, start-ups and venture capital funds. These can complement internal skill sets with critical thinking from an external perspective and assist in the innovation process. Scouring every possible location and offering attractive remunerations is necessary to hire hard-to-find AI talent, the audience heard. And sharing the success of innovation internally is equally necessary to help keep the workforce motivated, Morley advised.
5 Evolution, not elimination While agreeing on the many advantages of incorporating AI into the workplace, and the challenges in doing so, the expert speakers were also unanimous in their belief that AI s role would be limited to helping humans making their lives and work better. The World Economic Forum predicts that while 75 million jobs will become extinct by 2022, they will be replaced by 133 million new jobs. 5 The human touch cannot be replaced and any technological advances aimed at improving efficiencies and positive customer impact would need to have the interest of people at its core. 5 World Economic Forum, Sept 2018
6 DISCLAIMER This publication is for information only and should not be construed as an advertisement, investment recommendation, research or advice. It does not have regard to the specific investment objectives, financial situation and particular needs of any specific person who may receive it. You should seek advice from a financial adviser before investing in the fund(s). If you choose not to seek advice from a financial adviser, you should consider whether the fund(s) in question is suitable for you. Views expressed are subject to change. The value of the shares of the fund(s) and the income accruing to them, if any, may fall or rise. The fund(s) may use financial derivatives, which entail specific risks as described in the prospectus. Past performance of the manager and the fund(s), and any forecasts on the economy, stock or bond market, or economic trends that are targeted by the fund(s), are not indicative of the future performance. No representation or warranty is made that any indicative performance or return will be achieved in the future by any member of the Fidelity Group. Fidelity, Fidelity International, and the Fidelity International Logo and F Symbol are trademarks of FIL Limited Singapore: FIL Investment Management (Singapore) Limited [ FIMSL ] (Co. Reg. No.: E) is the representative for the fund(s) offered in Singapore. Potential investors should read the prospectus, available from FIMSL or its distributors, before investing in the fund(s). This publication has not been reviewed by the Monetary Authority of Singapore. Indonesia: The securities, which are subject of the Prospectus, have not been, and are not intended to be, registered with the Indonesian Financial Services Authority (Otoritas Jasa Keuangan), ( OJK ). This publication is for information only and not an advertisement, investment recommendation, research or advice. Neither FIL Limited nor any other member within the Fidelity Group is licensed to carry out asset/fund management activities in Indonesia. Malaysia: This publication has not been and will not be registered as a prospectus with Malaysia Securities Commission. Accordingly, this publication and any other information and any amendment or supplement hereto or any other invitation, advertisement or document relating to or in connection with the making available, offering for subscription or purchase or issuing invitation to subscribe for or purchase of units in the offshore fund, may not be circulated or distributed, nor may the units in the offshore fund be offered or sold, or be made the subject of an invitation for subscription or purchase, whether directly or indirectly, to the public or any members of the public in Malaysia. Neither FIL Limited nor any of its members have any intention to solicit your investment or subscription in the fund. Neither the offshore fund, the asset manager of the offshore fund, nor their representatives, directors and employees make any representations or warranties, expressed or implied, with respect to the completeness or accuracy of any of the information contained in this publication or any other information (whether communicated in written or oral form) transferred or made available to you and expressly disclaim any liability for any loss you may suffer arising from or in reliance upon the whole or any part of the contents of this publication. The information and any materials contained in this publication should not be considered as an offer or solicitation to buy or sell securities or provide investment advice or to provide any other capital markets or financial products or capital markets or financial services of any kind in Malaysia. Neither FIL Limited nor any other member within the Fidelity Group is licensed or registered to carry out, nor does it purport to carry out financial or capital markets services of any kind including asset/fund management activities in Malaysia under the Capital Markets and Services Act 2007 of Malaysia or Financial Services Act 2013 of Malaysia. Philippines: The securities, which are subject of the Prospectus, have not been, and are not intended to be, registered with the Philippine Securities and Exchange Commission. The offer or sale of such securities is exempted from registration under Section 10.1(l) (as an offer made to qualified buyers) or Section 10.1(h) (as broker s transaction executed upon customer s order on any registered exchange or other trading market) of the Securities Regulation Code (the Code ), as applicable. However, any future offer or sale of the securities in the Philippines must comply with the registration requirement under the Code unless such offer or sale qualifies as an exempt transaction. Neither FIL Limited nor any other member within the Fidelity Group is licensed to carry out asset/fund management activities in Philippines.
7 THE SECURITIES BEING OFFERED OR SOLD HEREIN HAVE NOT BEEN REGISTERED WITH THE PHILIPPINE SECURITIES AND EXCHANGE COMMISSION UNDER THE SECURITIES REGULATION CODE. ANY FUTURE OFFER OR SALE OF THE SECURITIES IS SUBJECT TO THE REGISTRATION REQUIREMENTS UNDER THE CODE UNLESS SUCH OFFER OR SALE QUALIFIES AS AN EXEMPT TRANSACTION. Thailand: This publication has not been registered as a prospectus with the Office of the Securities and Exchange Commission of Thailand. Accordingly, this publication and any other information, in connection with the offer or sale, or invitation for subscription or purchase of units in the offshore fund, may not be circulated or distributed, nor may the units in the offshore fund be offered or sold, or be made the subject of an invitation for subscription or purchase, whether directly or indirectly, to the public or any members of the public in Thailand. Neither FIL Limited nor any of its members have any intention to solicit your investment or subscription in the fund. Neither the offshore fund, the asset manager of the offshore fund, nor their representatives, directors and employees make any representations or warranties, expressed or implied, with respect to the completeness or accuracy of any of the information contained in this publication or any other information (whether communicated in written or oral form) transferred or made available to you. Neither FIL Limited nor any other member within the Fidelity Group is licensed to carry out asset/fund management activities in Thailand. Middle East: Fidelity only gives information on products and services and does not give investment advice to retail clients based on individual circumstances. Any comments or statements made are not necessarily those of Fidelity. The DIFC branch of FIL Distributors International Limited is regulated by the DFSA for the provision of Arranging Deals in Investments only. All communications and services are directed at Professional Clients only, persons other than Professional Clients, such as Retail Clients, are NOT the intended recipients of our communications or services. The branch is established pursuant to the DIFC Companies Law, with registration number CL2923, as a branch of FIL Distributors International Limited, registered in Bermuda. FIL Distributors International Limited is licensed to conduct investment business by the Bermuda Monetary Authority.
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