Robots will stay in the back seat in the second machine age — Andrew McAfee and Erik Brynjolfsson

Erik Brynjolfsson, Director of the MIT Center for Digital Business at MIT Sloan, and Andrew McAfee, Principal Research Scientist at the MIT Center for Digital Business

Erik Brynjolfsson, Director of the MIT Center for Digital Business at MIT Sloan, and Andrew McAfee, Principal Research Scientist at the MIT Center for Digital Business

From the Financial Times

It is easy to be pessimistic about jobs and pay these days. More and more work is being automated away by ever more powerful and capable technologies.

Not only can computers transcribe and translate normal human speech, they can also understand it well enough to carry out simple instructions. Machines now make sense of huge pools of unstructured information, and in many cases detect patterns and draw inferences better than highly trained and experienced humans. Recent advances include autonomous cars and aircraft, and robots that can work alongside humans in factories, warehouses and the open air.

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Say “yes” to speak with a representative — service automation frustrating customers — Peter Weill

MIT Sloan Sr. Researcher Peter Weill

Have you tried to apply for a mortgage lately? If so, you might have some rather unpleasant memories of filling out endless forms and – if you had a question — trying to navigate through a voice recognition telephone system that didn’t understand you. If you were able to actually reach a real person, that employee might have been more focused on the procedure than actually listening to you. What is the result of this automation of processes? Not surprisingly, it’s disconnected and frustrated customers. Read More »