I-Innovating Service Excellence: Ukusebenzisa i-AI kanye Nokufunda Ngomshini

U-Debashish Acharya ungumholi onombono ozinikele ekuthuthukiseni ukulethwa kwezidingo nge-Artificial Intelligence (AI) kanye ne- Machine Learning (ML). Ngesipiliyoni seminyaka engu-19 ezizindeni ze-HR ne-IT, i-Debashish ibambe iqhaza elibalulekile ekwenzeni imisebenzi yomhlaba ibe yesimanjemanje. Njengomphathi we-ServiceNow HR, ube nesandla esikhulu ekusebenziseni izinhlelo ezithuthukisa ulwazi lwabasebenzi futhi ziqhubekisele phambili ukusebenza kahle ngobuchwepheshe.

Ubuchwepheshe buka-Debashish buyakhanya ekwamukeleni kwakhe amasu obuchwepheshe obufana ne-Generative AI, i- Machine Learning Algorithms, i-Chatbots, i-Agent Chat, kanye nosesho oluqhutshwa yi-AI. Ngaphansi kokuqondisa kwakhe, lezi zindlela ezintsha zishintshile zisuka emibonweni yethiyori zaya ezixazululweni ezisebenzayo, ziqondisa ukuhamba komsebenzi futhi zisekele abasebenzi bomhlaba wonke abahlukahlukene. Isibonelo, ukusebenzisa kwakhe amandla okusesha aqhutshwa yi-AI kuthuthukise kakhulu ukubuyiswa kolwazi, kwathuthukisa kokubili ukusebenza kahle nolwazi lomsebenzisi kuzo zonke izinkundla ezihlukahlukene.

Ukuzinikela kwakhe ekuthuthukisweni kwezobuchwepheshe kuhambisana nombono wokusebenza kahle kakhulu kanye nenkonzo yabasebenzi ephakeme kakhulu. I-Debashish ikhuthaza intuthuko eqhubekayo, igxilisa isiko lenqubekelaphambili kanye nokuzivumelanisa nezimo eziqhuba impumelelo yenhlangano.

Ukusebenzisa kanye nokwandisa i-Generative AI

U-Debashish Acharya ungummeli oyinhloko we-Generative AI, eqaphela amandla ayo okuguqula ezinqubweni ze-HR ne-IT. Indlela yakhe iqala ngesigaba sobufakazi Benani (i-PoV), esibalulekile ekuhloleni ukuthi kungenzeka yini kanye nomthelela we-Generative AI. “Isinyathelo sokuqala ukubeka izinhloso ezicacile nokusungula izindlela zokulinganisa impumelelo,” kuchaza uDebashish. Lesi sigaba sibalulekile ekuqondeni izimo zokusetshenziswa nezinjongo zenhlangano ezibanzi kanye nokuqinisekisa ukuthi ubuchwepheshe buletha izinzuzo ezibonakalayo.

Kulandela i-PoV, i-Debashish igcizelela ukuhlolwa kwenani lebhizinisi okuphelele ukuze kulinganiswe imbuyiselo ye-Generative AI ekutshalweni kwezimali nokulingana kwamasu. “Ngokuhlola kahle inani lebhizinisi, singaqinisekisa ukuthi i-Generative AI ihambisana nezinjongo zamasu zenhlangano futhi inikeza imiphumela elinganisekayo,” uyaphawula.

Uma inani lebhizinisi selisunguliwe, i-Debashish incoma ukubeka izinjongo ezicacile nezinkomba zokusebenza eziyinhloko (ama-KPI) ukuze ziqondise ukusetshenziswa. Lokhu kuhilela ukuchaza ububanzi bephrojekthi, ukubeka izikhathi ezingokoqobo, nokwaba izinsiza. "Izinjongo ezichazwe kahle zibalulekile ekuhlanganiseni iqembu nokulawula okulindelwe kuyo yonke inqubo," uyeluleka.

Ngesikhathi sokusatshalaliswa, i-Debashish imela ukuhlanganiswa ngokucophelela kwe-Generative AI kumasistimu akhona ukuze kuncishiswe ukuphazamiseka. Uphakamisa ukuthi kuqhutshwe amaphrojekthi okulinga noma ukuqaliswa kwesilinganiso esilinganiselwe ukuze kuhlolwe ukusebenza nokuhambisana. "Ukubhekana nezinselelo zokuhlanganisa kanye nezinkinga zokuqondanisa idatha kusenesikhathi kubalulekile ukuze kusetshenziswe kahle," usho kanje.

Esigabeni sokugcina, i-Debashish igxile ekukhuphuleni izinga ngokusekelwe emininingwaneni yokuhlola yephrojekthi. Utusa ukucwengwa kwezobuchwepheshe, ukwandisa amakhono, kanye nokuhlinzeka ngokuqeqeshwa nokusekelwa okuphelele. "Umgomo uwukuqinisekisa ukuthi i-Generative AI ihlangabezana nezidingo ezisheshayo futhi ivumelana nezimo ukuze ithuthuke esikhathini esizayo," uyanezela.

Ukwenza ngcono ulwazi lomsebenzisi nge-AI-Driven Solutions

Ukuthunyelwa kwamakhono okusesha aqhutshwa yi-AI kuthuthukise kakhulu kokubili ulwazi lwabasebenzi nokusebenza kahle. Lezi zithuthukisi zinciphise isikhathi esichithwa kufunwa ulwazi, kukhuphula ukukhiqiza nokwaneliseka. “Amakhono okusesha e-AI asekela izilimi eziningi, anikeza imiphumela yengqikithi, isifinyezo, nokuhumusha okunamandla,” amanothi ka-Debashish. Lokhu kuzuzisa kakhulu ekuphatheni okuqukethwe okungezona isiNgisi kanye nokwenza ngcono ukufinyeleleka emhlabeni jikelele.

Ukulinganisa izinto eziyinkimbinkimbi nolwazi olusebenziseka kalula kubalulekile. U-Debashish ugcizelela ukubaluleka kokuqinisekisa ukuthi izixazululo ze-AI zinembile futhi ziyafinyeleleka. Impendulo eqhubekayo yabasebenzisi ibalulekile ekucwengisiseni lezi zixazululo. Izindlela ezifana nezindawo zokuthinta impendulo yephothali kanye neziteshi zosekelo ezizinikele zinika amandla ukulungiswa kwesikhathi sangempela, okuqinisa ukuzibophezela kokuhlangenwe nakho komsebenzisi okungenazihibe.

Kungani I-AI Nokufunda Ngomshini?

Umfutho wokuthuthukisa i-AI kanye Nokufunda Ngomshini usukela esifisweni sokuthuthukisa ukusebenza kahle, ukwenza ulwazi lomsebenzisi kube ngokwakho, nokuhlala ngaphambi kwentuthuko yezobuchwepheshe. "I-AI kanye Nokufunda Ngomshini kuhlaziya inani elikhulu ledatha, kuthola ukuqonda izindlela zendabuko ezingase ziphuthelwe," kuchaza uDebashish. Leli khono libalulekile ekuguquleni ukusetshenziswa kwedatha, ukuthuthukisa ukwenziwa kwezinqumo, kanye nokuthuthukisa ukulethwa kwezinsizakalo.

U-Debashish ulindele ukuthi i-AI kanye Nokufunda Komshini kuzoqhubeka nokuvela, kuhlinzeke ngezibalo zokubikezela ezithuthukile, izinqubo ezizenzakalelayo eziyinkimbinkimbi, kanye nokukhomba izikhala kuma-athikili olwazi. Lezi ntuthuko zizolula ukusebenza, zinikeze amandla amazinga aphezulu okwenza ngokwezifiso, futhi zithuthukise ukuthathwa kwezinqumo, okuholela ekusebenzeni kahle okukhulu nasekuthuthukisweni kokulethwa kwezinsizakalo kuyo yonke i-HR ne-IT.

Ama-Chatbots Revolutioning Service Delivery

Ubuchwepheshe be-Chatbot ne-Agent Chat buye bashintsha ukulethwa kwesevisi emhlabeni wonke, indawo lapho u-Debashish Acharya ebonise khona ukubona izinto kusengaphambili. Ukugxila kwakhe kusekusebenziseni lobu buchwepheshe ukuze anikeze ukwesekwa kwabasebenzi okunamandla nokuphumelelayo.

Ama-Chatbots aphatha imibuzo evamile futhi ahlanganiswe nezisekelo zolwazi futhi acele amakhathalogi ukuze anikeze izimpendulo ezinembayo. I-Debashish isekela ikhathalogi yezingxoxo, enikeza izimpendulo eziqaphelayo ngokomongo futhi ithwebula izimpendulo ezinemininingwane. "Umgomo uwukwakha ukuxhumana okubandakanyayo, okufana nomuntu okuzizwa kunembile futhi kusabela," usho kanje.

Ukuqeqesha I-AI Ekhiqizayo kanye Namamodeli Olimi Olukhulu (LLMs) ukuze asingathe izindaba ezibucayi nakho kubalulekile. “Amasistimu e-AI kufanele ahlukanise phakathi kwemibuzo evamile kanye nezindaba ezibucayi, enze lokhu kube amanxusa aphilayo ukuze kusingathwe ngendlela efanele; kukhona nezidingo zomthetho eziqondene nezwe,” kuphawula u-Debashish. Ngemibuzo eyinkimbinkimbi, ukuhlanganisa i-Agent Chat kuvumela izinguquko ezingenazihibe ukuthi ziphile abenzeli lapho okuzenzakalelayo kungakwazi ukuxazulula izinkinga ngokugcwele. "Ukuhlanganisa ukusekelwa okuzenzakalelayo nokwesikhathi sangempela kuqinisekisa usizo olufika ngesikhathi futhi olunembile ngaphandle kokulibaziseka," uyanezela.

Lezi zici ezithuthukisiwe—izimpendulo eziqaphelayo ngokokuqukethwe, ukulungiswa okuzenzakalelayo, nokuhlanganiswa kwezingxenyekazi eziningi—kunamandla okuthuthukisa imisebenzi yosekelo yomhlaba wonke futhi kuthuthukise ulwazi lwabasebenzi ngokuletha izixazululo ezisheshayo, ezinembile neziqondene nomuntu.

Ukubusa kwe-AI kanye Nokucatshangelwa Kokuziphatha

U-Debashish ukwazi kahle ukubaluleka kokubusa kwe-AI, ikakhulukazi njengoba i-AI kanye nobuchwepheshe bokufunda ngomshini buhlanganiswa kakhulu nezinkundla zokulethwa kwezinsiza. Ugcizelela ukuthi ukuthunyelwa kwe-AI okunomthwalo wemfanelo akukhona nje ukusebenza kahle kanye nokusungula izinto ezintsha kodwa futhi kumayelana nokuqinisekisa ukuthi imihlahlandlela yokuziphatha iyasebenza. “Amamodeli e-AI adinga ukubuswa ngokusobala nangokungenzeleli,” echaza. Ukuze kuncishiswe ukuchema nokuqinisekisa ukuthathwa kwezinqumo ngokulinganayo, i-Debashish ikhuthaza ukuqapha okuqhubekayo kwezinhlelo ze-AI, okugxile ekuthembekeni kwedatha nokuziphendulela.

I-Debashish iphinde yasebenza ekubhekaneni nokukhathazeka okuhlobene nobumfihlo bedatha nokuhambisana nemithetho yomhlaba efana ne-GDPR. Usebenzisana eduze namathimba ezomthetho, athobelayo, kanye nedatha yobumfihlo ukuze aqinisekise ukuthi amamodeli e-AI ahlonipha izidingo zomthetho eziqondene nezwe, ikakhulukazi lapho ebhekene nezindaba ezibucayi zakwa-HR. Ubuholi bakhe ekwakheni izinhlaka zokusetshenziswa kwe-AI ngendlela efanele bubonisa indlela yokucabanga phambili, eqinisekisa ukuthi intuthuko yezobuchwepheshe ihambisana nomthwalo wemfanelo wenkampani.

Ukusebenzisana Kwe-Cross-Functional for AI Integration

U-Debashish uveza impumelelo yakhe enkulu ekuthumeleni izixazululo eziqhutshwa yi-AI ekusebenzisaneni okuqinile okuhlukahlukene. Ugcizelela isidingo sokuvumelanisa izinhlelo ze-AI nezinjongo zenhlangano ezibanzi, ezibandakanya ababambiqhaza abavela kwa-HR, IT, ezomthetho, kanye nokusebenza. "I-AI akuwona ubuchwepheshe obufakwe i-siled; inani layo liyakhuliswa lapho lihlanganiswa nokugeleza komsebenzi okukhona futhi lapho amaqembu esebenzisana ngaphandle komthungo," uyaphawula.

Ngaphansi kobuholi bakhe, amathimba asebenza ngokubambisana ukuze aqinisekise ukuthi ukusetshenziswa kwe-AI ne-ML kuyaguquguquka futhi kuyanwebeka kuyo yonke iminyango ehlukahlukene. I-Debashish igqamisa ukubaluleka kokuhlinzeka ngokuqeqeshwa okuhlukahlukene ukuze abasebenzi abavela ezindaweni ezehlukene baqonde ukuthi izixazululo eziqhutshwa yi-AI zingathuthukisa kanjani ukuhamba kwazo okuthile. Le ndlela ehlanganisa konke ikhuthaza isiko lokuqamba izinto ezintsha, iqinisekisa ukuthi i-AI akuyona nje intuthuko yezobuchwepheshe kodwa inika amandla ibhizinisi.

Amasu e-AI Nezifundo Ezifundiwe

Ukuhlanganisa i-AI kanye namathuluzi okufunda ngomshini nezinkundla ezikhona kudinga indlela yesu. I-Debashish igxile ekuqondaniseni lobu buchwepheshe nokugeleza komsebenzi okukhona kanye nezakhiwo zedatha. "Ukuhlola okuphelele nokuqinisekisa kuqinisekisa ukuthi amathuluzi e-AI ne-ML ahlinzeka ngemininingwane esebenzayo futhi asebenza ngempumelelo ngaphakathi kwesistimu yethu," uyaphawula. Lokhu kuhilela ukunquma umthamo wedatha odingekayo kanye namaphoyinti edatha angukhiye wokufunda komshini okuphumelelayo, ukuqinisekisa ukuthi idatha esuka ezinyangeni ezi-6 kuya kwezingu-12 ezedlule iyatholakala ngokuqeqeshwa kwemodeli okuqhubekayo.

Idatha yekhwalithi ephezulu ibalulekile ku-AI namasistimu okufunda ngomshini. Imihlahlandlela yabasebenzi abasekelayo ukuze banikeze amanothi anemininingwane, bagcine okuqukethwe okunembile, futhi baqinisekise ukukhonjwa okufanele kuthuthukisa kakhulu imiphumela ye-AI. I-Debashish igcizelela ukubaluleka kokubandakanya abasebenzisi bokugcina kusenesikhathi ukuze bathole impendulo futhi bacwengisise ubuchwepheshe ukuze bahlangabezane nezidingo zabo. Ukubuyekezwa okuvamile nokubuyekezwa kwamamodeli we-AI kuqinisekisa ukuthi lobu buchwepheshe buhlala busebenza futhi buhambisana nezinjongo zebhizinisi, kukhuphula ukusebenza kahle.

Ukuzibophezela kuka-Debashish Acharya ekusebenziseni i-AI kanye Nokufunda Komshini ku-HR kanye ne-IT kuyisibonelo sombono wakhe wekusasa lapho ubuchwepheshe buqhuba ukusebenza kahle kwenkonzo. Ukugxila kwakhe ekusebenzeni kahle, ukubusa okuqotho, nokusebenzisana okuhlukahlukene akugcini nje ngokuthuthukisa ulwazi lwabasebenzi kodwa futhi kubeke izinga lokusungula izinto ezintsha ekulethweni kwezinsiza. Njengoba ubuchwepheshe be-AI buqhubeka nokuvela, i-Debashish ihlezi ihamba phambili kulolu shintsho, iqinisekisa ukuthi le ntuthuko ihambisana nemigomo yenhlangano futhi idala inani elihlala njalo. Ubuholi bakhe abukhi nje okwamanje kodwa futhi bubeka isisekelo sekusasa lezixazululo eziqhutshwa yi-AI ku-HR nangale kwalokho.