"Google Cloud CEO Thomas Kurian says AI isn't here to replace you - it's here to help you keep up. In an interview with the tech newsletter Big Technology, Kurian dismissed the hype that AI will automate so much work that it will cost everyone their jobs. He said AI's role for the foreseeable future is to bridge the gap between what workers can do today and what they aspire to do in the future. "I think there is definitely a middle ground," he said."
"Last year, when Googleunveiled its Customer Engagement Suite - a collection of AI-powered tools on Google Cloud designed to enhance customer service - Kurian said some users were initially apprehensive. "When we first introduced it, people asked, 'Does this mean we won't need customer service agents anymore?'" he told Big Technology. "But the reality is, almost none of our clients have let anyone go." He said the Customer Engagement Suite is helping customers get answers to questions they are otherwise unwilling to call a service agent to address."
AI is positioned to augment human work by bridging the gap between current capabilities and future aspirations rather than eliminating jobs wholesale. A Google Cloud Customer Engagement Suite combines AI-powered tools to enhance customer service and has not produced widespread layoffs among clients. The suite helps customers obtain answers to questions they would otherwise avoid calling about, increasing service reach. Google reports a roughly 10% productivity boost for engineers and plans to expand engineering hires, indicating AI-driven efficiency can coexist with workforce growth. Thomas Kurian has a background at McKinsey and Oracle and a twin brother who leads NetApp.
Read at Business Insider
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